Complaints

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

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

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• 

  Petro Canada (Head Office)

  PO Box 2844 150 6 Ave SW Calgary, AB T2P 3Y7

  
• 

  Petro Canada (Head Office)

  2489 North Sheridan Way Mississauga, ON L5K 1A8

• 

  Suncor Energy Inc

  8480 Hwy 27 at Langstaff Woodbridge, ON L4H 0A7

• 

  Petro Canada Gas Station

  2277 Kingsway Vancouver, BC V5N 2T6

• 

  Petro Canada

  132 12 St New Westminster, BC V3M 4H1

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.

• Initial Complaint

  Date:31/03/2025

  Type:Product Issues
  Status:

  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 reloaded my car wash card for *** days on the Mar **** and it was suspended on the ****. At that time, my car wash date was over ** days old. I never saw the new revised terms and conditions and they said they emailed me but I never received the email. This is totally PatroCanada's fault and I want refund this reloaded. I think I should get a refund because I didn't use any of the *** days. My carwash number is ******************.

  Business Response

  Date: 01/04/2025

  The business responded to this complaint but requested that their response not be published
  

• Initial Complaint

  Date:28/03/2025

  Type:Product Issues
  Status:

  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.

  Petro Canada sells season pass with a claim of " wash your car once a day every day". We purchased one ** days pass in the wintertime. When we bought the card, I asked the ****** at the gas station: can I download the app and use the app to wash? The answer was" yes". Eight days ago Petro Canada sent an email stated that we violated their term( with the small print of : A physical card can be added in the wallet section of the Petro?-?Canada app on a single mobile device) and the card was suspended and would be deactivated 7 days later. there are three issues with this practice:1. After we received the email, I checked the small prints on the back of the card which is the only written terms for this contract between the customer and ********************************************* and I could not find anywhere mentioned the only one device policy.2. The family has 6 cars, and we shared the car wash inside the family. If they had the one device policy at the beginning technically, they would have the ability to only allow one physical card linked to their app on ONE device. So, I believed that they don't have the one device policy in the 3. Furthermore, sharing the pass inside the family should be permitted inside the family. If their intention was only allowing one device then there will be less chances to have the card being used every day which is, I believe what the company trying to deceive. while claiming that you can wash a car once a day and every day and use every possible channel to prevent people to use the card everyday. So the less usage the more profit for them. In the principle this might not be a big problem in the book of capitalism. But the problem this time is they did not let people know at the beginning and started to enforce the new item at the middle of the contract.The issue is I am not alone. Recently a LOT of people received the emails. When I tried to call them the waiting time was 30 minutes and I sent them a message by using their online form. so far no answer.

  Business Response

  Date: 01/04/2025

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

• Initial Complaint

  Date:26/03/2025

  Type:Product Issues
  Status:

  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.

  Purchased Petro-Canada car wash season pass, as it is advertised to be shareable between friends and family. I want to wash all cars in my household regularly during winter seasons. After activation, I received an email stating my card will be suspended if I continue sharing my virtual season pass. Contacted customer service and they are unable to resolve my concern or process ********* a customer, I reasonably expected to receive ** days of sharable Super Wash, as clearly advertised. I am deeply disappointed with how Petro-Canada treats its customers. This issue affects multiple customer. As an individual consumer, I have very little power compared to a large corporation, and I still seek fair treatment and enforcement of consumer rights.Additional information can be found in supporting document.

  Business Response

  Date: 08/04/2025

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

  Customer Answer

  Date: 08/04/2025

  
  Complaint: ********

  First of all, t**** you for forwarding Petro-Canadas response to my complaint.
  

  While I appreciate their reply, I must respectfully disagree with their characterization of the situation and do not consider the matter resolved.

  Petro-Canada states that my season pass was suspended due to "multi-device usage" and that this violates their Terms and Conditions. However, their marketing materialsboth online and in-store physical advertisementsclearly state that the car wash season pass is sharable with family and friends. This was a key factor in my decision to purchase the pass. Nowhere during the purchase process was there a clear or visible disclaimer indicating that using the pass on multiple vehicles or devices would result in suspension. In their response, they claimed that season pass is strictly for individual use. This directly contradicts the spirit and message of their advertising.

  Moreover, the sudden enforcement of a single device onlyruleafter the purchase and activation of the passfeels like a retroactive change in policy. To suspend my service based on fine-print terms that were neither clearly communicated nor consistent with the advertised offering is misleading at best.
  

  Petro-Canadas offer to reinstate the pass under the threat of permanent cancellation for the same usage that was advertised as acceptable is not a reasonable resolution. It still leaves me without the service I paid for and no viable way to use it as promoted.
  

  Once again, I respectfully ask that this complaint remain open and request the BBBs assistance in ensuring fair treatment and potential refund or compensation for the misleading sale of this product. Consumers should be able to rely on the accuracy of advertisements, and companies must be held accountable when their actions contradict their promotional claims.
  

  Sincerely,

  ****** *****

  Business Response

  Date: 10/04/2025

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

  Customer Answer

  Date: 10/04/2025

  
  Complaint: ********
  

  Thank you for sharing Petro-Canadas latest response. While I really appreciate acknowledgment and assistance from both Better Business Bureau and Petro Canada, I still do not consider this matter resolved.

  Petro-Canada now claims the advertisement promoting shared usage was an unauthorized sign created by an individual employee. However, that signage was publicly displayed at a Petro-Canada location where customers, including myself, reasonably understood it as part of the official promotion. Regardless of its internal authorization status, customers should not be penalized for relying on clearly visible in-store marketing when making a purchase. There are a lot of customers who saw the advertisement and ended up in the similar situation, the false advertisement already made affect to a lot of customers. 

  Furthermore, Petro-Canada is now placing the burden entirely on the customer to identify contradictions between in-person advertising and online fine print. This is unfair and misleading. If the company intends to enforce restrictive usage policies, those terms must be consistent across all customer touchpoints, especially at the point of sale.

  Offering to reinstate the pass only under conditions that contradict the original advertised value does not resolve the core issue: I did not receive the service I was sold. I am again requesting a reasonable resolution either to allow usage as originally advertised or to receive a partial refund. One of the reasonable resolutions is letting active season passes expire and then enforce your single-device policy, instead of deactivating many accounts all of a sudden and penalizing customers for your false advertisement.

  T**** you again for your continued support in helping hold businesses accountable to fair advertising standards.

  Sincerely,

  ****** *****

• Initial Complaint

  Date:25/03/2025

  Type:Customer Service Issues
  Status:

  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 seasonal car wash pass (** days) based on the clear advertisement on their website and gas stations, which stated that the pass could be "shared with family and friends." However, my account is now being suspended due to a policy change by Petro-Canada. Despite this change, the company has not mentioned any possibility of a ********* the suspension email, Petro-Canada included the following statement, which was not originally outlined in the terms of service at the time of purchase:"Each Digital Card may only be associated with one Petro-Points account and may only be loaded onto one device. A physical card can be added in the wallet section of the Petro-Canada app on a single mobile device and used to operate the car wash and vacuum within the app. Each Physical Card may only be loaded onto one device."This restriction was not stated in the original terms and conditions when I signed up for the pass.

  Business Response

  Date: 27/03/2025

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

  Customer Answer

  Date: 27/03/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  I understand your position, but I believe there are some issues with this statement.

  Firstly, while the advertisement was not authorized by your company, it still misled many users, especially regarding the terms presented. If the policy for the Season Pass being for single-device use was not clearly communicated in the advertisement, users might have been misinformed. Additionally, enforcing this policy strictly without considering users' actual needs and usage scenarios could negatively impact their experience. I hope your company can approach this issue with more flexibility, perhaps offering compensation or alternative solutions, rather than solely focusing on penalties.

  It also doesn't make sense that a customer is only allowed to have one mobile device and vehicle. Many users have multiple devices or vehicles for practical reasons, and limiting them to just one seems overly restrictive and not aligned with typical customer expectations. It would be more reasonable to allow flexibility in usage across devices and vehicles, as long as it's within fair usage guidelines. This could improve the overall customer experience and ensure greater satisfaction with your service.
  
  Sincerely,
  
  ****** **

• Initial Complaint

  Date:25/03/2025

  Type:Customer Service Issues
  Status:

  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 received an email on Fri Mar ** that my *** season car wash card will be suspended for violation. We share our car wash card with family and friends and jointly purchased. According to Petro Canada we violated their policy regarding sharing cards but I don't see this policy laid out explicitly when card was purchased. It also appears that it maybe a recent policy change. I still have ** out of the *** days remaining. Petro Canada should either refund me the balance or not suspended the account. They should also highlight this change more clearly when card is being purchased vs embedded within fine print. Given majority of folks share the daily car wash pass.

  Business Response

  Date: 27/03/2025

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

  Customer Answer

  Date: 27/03/2025

   
  Complaint: ********
  
  I am rejecting this response because:

   

  PetroCanada inform me that this was always their policy included in their fine print and only now they have started enforcing it. Given that it was included in the fine print which a normal buyer isn't reading especially when buying a season car wash pass, I believe Petro Canada needs to provide their customer a longer period before the policy is adjusted. providing a week notice and making the change isn't fair. I have paid *** for a pass which is shared between friends and family and we still have *** of the pass left.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:24/03/2025

  Type:Product Issues
  Status:

  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.

  We purchased the car wash and Petro Canada suspended without valid reason. We asked for refund from the Petro Canada and they refused to refund for the remaining period. We would like them to refund remaining period

  Business Response

  Date: 27/03/2025

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

  Customer Answer

  Date: 27/03/2025

   
  Complaint: ********
  
  I am rejecting this response because

  I don't see the reasonse back at all in the response. 
  
  Sincerely,
  
  *** **

  Customer Answer

  Date: 27/03/2025

  The terms of condition didn't mentioned at all when we purchase that. Please see Petro Canada advertisement. We would like to have refund as prorated. 

• Initial Complaint

  Date:24/03/2025

  Type:Product Issues
  Status:

  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 have been sharing my car wash card for many years. I just purchased a brand new card * days ago. They raised the prices and now I am getting an email that my card will be suspended. I called them and they said sharing of digital card is not allowed. I have been using like this for many years. If there was a policy change, they should have communicated this to me via email. If I had been informed about the policy change, I would not have bought the new card. Please refund me my money.

  Business Response

  Date: 27/03/2025

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

  Customer Answer

  Date: 27/03/2025

   
  Complaint: ********
  
  I am rejecting this response because I have already paid for the price altough the price increased by **%. I have been using this in the same arrangement for years. I have * other people who have paid up already and we just started this card about a week ago. If they want to enforce, send out an email in advance and enforce on my next card. Not after I have already purchased a card for which everyone has already paid. This is pure ****.

  Either refund me the full amount or let this card go with a final warning.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:18/03/2025

  Type:Product Issues
  Status:

  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.

  This gas station repeatedly has one of their signs posting an incorrect rate for the price of gas. The discrepancy is usually ** cents per litre.When I ask them to honour the price posted on the sign, they refuse.Since January *, 2025 I have purchased approximately *** litres of gasoline from this station.I registered a complaint with Petro Canada on March *. The case number is *******.They have not responded.I would like Petro Canada to honour the posted price for the gas that I purchased.Petro Canada has the supporting documents

  Business Response

  Date: 01/04/2025

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

  Customer Answer

  Date: 01/04/2025

   
  Better Business Bureau:
  
  I received a follow up from Petro Canada Head Office and they were able to get the store to resolve my complaint.

   

  Thanks,

  *****

• Initial Complaint

  Date:14/03/2025

  Type:Billing Issues
  Status:

  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 March *, 2025 around *****pm at the Petro-Canada located at *********************************************, I stopped to fill up my tank. There was no notice saying the pump/auto-stopper was broken but when my tank filled, it started leaking gas all over the ground while charging me for it. I stopped it by returning the nozzle to the holder and got charged $***** total. I flagged it to the attendant inside the ******** store and they refused to acknowledge the broken pump (saying it was working fine in the morning) and refused to give me a partial refund for the wasted gas as a result of their broken pump.

  Business Response

  Date: 20/03/2025

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

• Initial Complaint

  Date:10/03/2025

  Type:Customer Service Issues
  Status:

  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 went to the ********************************************** Canada, the pump was not working, I went inside to advise the staff and they were very rude, argued with me that the pump WAS working, no complaints all day, I asked them to come and look, nope still argued with me. Is this how Petro CANADA treats customers/Canadians???

  Business Response

  Date: 19/03/2025

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