Business Profile

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 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.

Initial Complaint
Date:25/02/2025
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.
I purchased car wash card from Petro Canda website on January ****, 2025 for $*****.The site timeout out and I never received any car washes or card number.two weeks later I received two physical car wash cards in mail but neither works.I tried to call but disconnected after holding for hours. I called multiples since then but gave up after holding for hours.I tried online agent but they told me to email customer server. Other times they simply disconnect chat after introducing themselves.I went inside the store but clerk refused to help because I had purchased the cards online and not from the ********'s been over a month and they refuse to answer my calls, emails. They do not fix my card neither refund my ******** is unfortunate that a vendor can simply charge a customer for services or products but refused to deliver the product or even talk to customer.Please help.
Customer Answer
Date: 25/02/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:24/02/2025
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.
Upon use of the Petro-Points card in mid-January, I discovered that all my accumulated points had been stripped. After further investigation, I discovered that an illegal transaction that removed all accumulated points on the card took place on December **, 2024. It raised "red flags" in that the store number where the transaction took place only had three digits whereas, for years, almost all my local transactions had 5-digit store numbers. It was also the date I left the country for vacation by airplane early in the AM. Three phone calls and over six hours in queues later, I spoke with a **************** agent. He said that I would get my lost points restored but I would be assigned a new card number. To get that, I had to de-link my Triangle Rewards and provide a different e-mail address and password. Even though I stated that I have never had a physical card and used two-step verification (including facial recognition) to access my account, the agent refused to explain how the points could have been stolen and my data compromised. I was also ASSURED that my *** **** links would migrate to the new card. Fast forward to now and the discovery of three gas fill-ups with new RBC **** privileges. I discovered that the link for them was never moved at all. Through re-linking of the Triangle, I learned that the Dec. ** transaction came from a Petro-Canada location in *******. I was never in ******* on Dec. ** as mentioned. I was clearly lied to about the RBC **** Link transfer and everybody at Petro-Canada are keeping the cause of the data break and points theft a secret. Obviously, this is very disturbing situation where Petro-Canada is engaging in a serious cover-up and clearly has some serious issues with data protection.
Business Response
Date: 11/03/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:06/02/2025
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.
I received three $****** PetroCan gift cards for Christmas from my niece...purchased at a Shopper's ********* in ********** Ont. on December */24 None of the cards worked. I have a case # ********** instructed I provided photos of the front and back of the cards and receipts. I was told more than once that the photos were not received. I finally had my friend and computer expert (a retired airline pilot) assist me to make sure the photos were taken and sent properly. I have spoken to six customer service **** from *************************. To sum up, this has become a nightmare of wasted time and frustration. I simply am baffled by the inability of customer service to solve this. Mail me three new cards is what I requested. One of the ****..****** said she was going to call me back on Tuesday after we spoke. She never did. What do I do next??? Do I go to the press? ***...the **************. To whoever is reading this....what would you do? Thank you..******* *******
Business Response
Date: 10/02/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 10/02/2025

Complaint: ********

I am rejecting this response because: Through all this form filling out....I do NOT see the resolution clearly stated online within this communication. Where does it say the PetroCanada has made an offer to solve this? And...if they have..what is the offer?

Sincerely,

******* *******
Business Response
Date: 11/02/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 11/02/2025

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:05/02/2025
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.
I was gifted 2 Petro-Canada gift cards for Christmas, worth $*** CAD each. The cards were not working at multiple locations, so they were returned to the place of purchase and * new cards were reissued. These cards are also not working and have not been working since I received them in December. I have reached out to **************** on multiple occasions, from phone calls, to emails and chat responses. Every time I contact customer service, I am asked to provide the same information over and over without any form of resolution. I have only received 2 email responses so far, and that is it. I was asked to provide my Petro account number to be reimbursed half the value of the cards, as I was not given the purchase receipt. Even after confirming my account number and agreeing to the reimbursement, there has not been any response whatsoever.This has been ongoing since January 4th.
Customer Answer
Date: 05/02/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:04/02/2025
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 filled a ***** gas container today at the Petro Canada station at ***********************************. We stopped the pump when it said ****** liters. The amount of gas in the can is clearly much lower than the ** liter **** on the container. So we paid for ****** liters but clearly did not receive even close to ** liters. Please have the appropriate people make a surprise inspection of their pumps. They are stealing from all that purchases gas at this station. When is the thievery and greed going to stop? Gas is expensive enough as it is without getting ripped off.
Business Response
Date: 27/02/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:31/01/2025
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.
On January *, we went to a Petro-Canada (*************************************************************************) and wanted to use a gift card which had $** remaining. It didnt work and the guy in the store checked the balance, and there was nothing left. He gave us the receipt for the balance.We last used this card on December ** for gas in ***********. We always retain our receipt to keep track of the balance remaining. That was the last time we used it and not sure how the $** is gone. The $*** gift card was purchased from a Food Basics store in ******. We threw the receipt away after using the gift card for the first purchase of $**.Customer service hasn't been very responsive via email with us having to follow up a few times. The last exchange involved them asking for the receipt and activation slip to validate, so we reached out to the Food Basics store and they managed to retrieve it for us. Sent the receipt to customer service and again, no response.We're losing our $** with this problem and customer service is just not being responsive.
Business Response
Date: 10/02/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:30/01/2025
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.
On December **, 2024, I purchased two $** Petro Canada gift cards at my local grocery store. On January **, 2025, I tried to use one of the gift cards at my local Petro Canada Gas station, but the card would not work. I asked the gas attendant what the issue was and he told me to return to the store of purchase. The store however assured me that the funds were placed on the card and told me to call the Petro Canada customer service on the back of the card. I called the customer service and was told that they would send me an email with my case number and gave instructions to submit the receipt along with a copy of the front and back of the giftcard.I called the person that I gifted the other card to and they informed me that their card did not work when they tried to use it. They lost their receipt so using the receipt of the gift card I kept, I called the store, showed them the transactions coming out of my bank account and they issued reprints of the receipts (I purchased them in separate transactions).I called the customer service line for ********************************************* once again and was assured that I could respond to the email with information for both gift cards. I was told that the gift cards would be sent out in a couple of days.On January **, 2025, I get another email from Petro Canada **************** telling me that "Upon investigation we cannot validate your receipt using this information. We need the actual receipt or activation slip when the card was activated. We await your response. Best reagrds, **** ******* Petro-Canada **************** Representative" They have my money. I have more than proven that I did in fact purchase the gift cards and they are refusing to give back my money. They have not tried to resolve the matter. Instead they are treating me as though I am trying to scam them.There are many other stories online like this with:Petro Canada Petro-Points - ***************************************************** 4J1, Canada |**************
Customer Answer
Date: 31/01/2025
This is the original receipt I used to get the reprints
Business Response
Date: 04/02/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 04/02/2025

Complaint: ********

I am rejecting this response because: they did not review all of my attachments. If they did, they would see that I did purchase two giftcards. I attached * files. I dont understand how they can just pretend that they didnt take my $***. I would like them to point out why each receipt I submitted was rejected. If I dont get back my money I will take further actions.

Sincerely,

****** ****
Customer Answer
Date: 08/02/2025
I found the original receipt
Customer Answer
Date: 15/02/2025
I was given replacement cards and the issue has been resolved.
Thank you
Initial Complaint
Date:24/01/2025
Type:Customer Service 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.
I brought my car for a detail at Petro Canada location on 4th strret SW on December **, 2024 and when I picked it up, I noticed a large crack on the windshield running from the top to the bottom, that wasn't there before. The damage clearly occurred while the car was in their care. I filled in a complaint with ******** ***** and I was assured that I will receive a follow-up call from the manager **** ******** but she never reached out to me. Also, I've been told that their business insurance can replace my windshield but that never happened either. Despite raising the issue with Petro Canada head office- reference number *******( spoke to Leomarc) No accountability was taken, very unprofessional and ignorant management. I am disappointed with the outcome. I can confidently say that the windshield was intact when I left my car in their care. I understand temperature differences and other factors can cause damage to glass, but I firmly believe that the crack occurred during the detailing process. That particular day was sunny and warm hence the reason I broth the vehicle in for a detail. I expected better accountability and assistance in resolving this issue, especially given the trust I placed in their service.Unfortunately, this experience has left me feeling disappointed and let down by Petro-Canadas lack of accountability. I trust that with your assistance, Petro-Canada and Neighbours be encouraged to take responsibility by either repairing, replacing, or compensating me for the damages to my windshield caused during their car wash service.I also believe it is important for businesses like this to be held accountable for the damages they cause and to uphold a standard of quality and responsibility. Flagging incidents like this would not only warn others but also ensure that customers are protected and businesses are motivated to improve their practices.Thank you for your attention to this matter, and I hope for a fair resolution.Respectfully,***** ******
Business Response
Date: 03/02/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 03/02/2025

Complaint: ********- I am rejecting this response because: It is easy to simply state that they have determined the incident was not caused by a malfunction of their wash equipment. However, the issue may not have been the equipment itself but rather the individual who performed the detailing. According to my car dealership (Mercedes), if the rearview mirror is knocked out, it can impact the surrounding sensors, potentially leading to the windshield crack. It is entirely possible that the detailer, even if unintentionally, applied excessive force or was too aggressive while cleaning the windshield, causing the damage. Additionally, Petro-Canada claims there were no other reported incidents at this location. Yet, publicly available reviews tell a different story. On Yelp, this location has a ***-star rating, while the Petro-Canada website itself reflects a three-star rating. Recent reviews highlight multiple cases of vehicle damage, including: *** ***** two weeks ago- Reports his car was damaged while being detailed. Allegedly, the employee responsible did not even have a valid drivers license, ******* ********* one week ago: States that her vehicle was severely damaged while in the care of this location, and she was later informed that the responsible employee was not having a driver licence and did not know how to drive a car. This pattern of negligence is deeply concerning. It suggests a culture of carelessness, lack of proper hiring practices, and refusal to take responsibility. Several reviewers, including myself, have encountered the same dismissive and unprofessional treatmentignored concerns, abrupt call hang-ups, and complete unwillingness to engage in a meaningful resolution. And these reviews likely represent only a fraction of affected customersmany people simply move on, unwilling to fight for accountability. I do not accept their response as a valid resolution to my case. I sincerely hope this matter does not end here. Sincerely, ***** ******
Business Response
Date: 05/02/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:13/01/2025
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.
Attended my local Petro Canada gas station in Dec **, 2024 to purchase my regular season pass for the winter. Spoke to the employee of Petro Canada as well as observed signage inside the store regarding the purchase of a season pass plus an added bonus of * days. Once purchased and activated I only received the ** days. Attempted to speak to a representative from Petro Canada who on * separate occasions hung up on me during the conversation when asked to speak to a supervisor. Both attempts advised they can not do anything.
Business Response
Date: 14/01/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 14/01/2025

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:17/12/2024
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.
Hello,I purchased * car wash tickets from Petro Canada's online website and have yet to receive those tickets after over one month. Yet, they have charged my card and taken my money.On November **, I bought * car wash tickets for $*****. That amount has been posted to my bank account. I did not receive the tickets through email so I called their support number. They told me to wait *** days to get the tickets.I did not receive them. So I called again on Dec *. This time, the support agent told me to email them with a bank statement of the purchase made. So I emailed them the statement to confirm purchase, and they told me to wait *** business days to receive the tickets by ******** is now Dec ** and I have not received any tickets through email. I tried to call the support line again and no one has picked up in ** minutes.I find it incredibly frustrating that a they've charged my account and I have not been emailed the car wash tickets. Quite frankly, I've never heard of an email taking more than one month to arrive. The case number for my request is *******.
Business Response
Date: 02/01/2025
The business responded to this complaint but requested that their response not be published.

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Petro Canada (Head Office) is BBB Accredited.