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

  7980 Williams Rd Richmond, BC V7A 1G3

• 

  Petro Canada Service Station

  8072 Granville St Vancouver, BC V6P 4Z4

• 

  Petro Canada

  14419 104 Ave Surrey, BC V3R 1M1

• 

  Petro-Canada

  38471 Cleveland Ave Squamish, BC V8B 0H3

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:09/08/2024

  Type:Billing 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.

  Details of the issue:I received a gift card for Petro Canada from my parents. It was for $**.I tried to use the card, and it did not work, it showed insufficient funds.I check the balance of the gift card online and it shows there is still $**, the full balance remaining on the gift card.I called Petro Canada to get the issue fixed. They are telling me they will only give me **% of the card value.This card was purchased, they told me on the phone they have proof of purchase, and where it was purchased. They can also see the value of the card is $**.When I asked for their policy that allows them to take ** percent of the card value, they could not provide it. They keep saying that because the card is damaged, I am not entitled to the money. The card is not damaged, it is in perfect repair. It is clearly working if the receipt says insufficient funds (it is actually swiping). It is a malfunction of the card, which there is nothing I can do about that.Desired outcome:: I have been calling and email and have had no luck, I want the full balance of the gift card. They have record of purchase (so it was not ******) and they can see the full value of the card is available (has not been spent).

  Business Response

  Date: 15/08/2024

  The business responded to this complaint but requested that their response not be published.

  Customer Answer

  Date: 15/08/2024

   
  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:09/07/2024

  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.

  I purchased a pre-paid Petro Canada card for $*** as a gift for my father in law. When he went to use it a few days later he was told that the card was already used (it was not). I called to complain and was told that I could either get petro points or receive an e-card for the same amount. I told the representative that I wanted another prepaid card issued so I can re-gift it to my father in law. I was told that a manager would need to call me back in * to * business days to discuss my issue. I am still waiting for a call back. This issue has happened to me on three separate occasions, and I firmly believe this is an "insider scam job". Someone who has access to all prepaid card numbers and their associated pin numbers and using the cards BEFORE the individuals who purchased the cards. This must be brought to Petro Canada's attention and the public at large immediately. I work hard for my money and spend it wisely. I should not have to wait for reimbursement particularly when I have my receipt (which I have attached) and proven that the purchase was made honestly. I would appreciate a return call or email to address this issue as soon as possible.

  Business Response

  Date: 10/07/2024

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

  Customer Answer

  Date: 11/07/2024

  I was promised the $*** gift card that I paid for * days after my original complaint filing and after I followed up with a phone call to their customer service line yesterday . This is not acceptable and I would like this to be addressed. As well, I would like Petrovic Canada to conduct an internal investigation as to why this is continually happening with their prepaid gas cards. As mentioned previously this is the third time this has happened. I am convinced an employee of Petrovic Canada has access to the card and *** numbers for these cards and is selling the information illegally. This needs to be addressed. Consumers should not have to go through this inconvenience every time a prepaid gas card is purchased. My father in law is still without his Fathers Day gift until I get this card sent to my home. A month after it was purchased - this is ridiculous. I want to be sure that when I pay for a product, particularly a pre-paid one there will be NO issues. I would like to know what steps Petrovic Canada is taking to ensure that their prepaid gas cards are secure and valid. 

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair 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.

  My brand new car was damaged in one of Petro Canada carwash on *******************************. Even although the manager told me that things will be fixed,the resolution of the carwas was that the carwash is not to blame and to seek with Audi. The car was brand new. Also my kids were in the car with me and they got scared pretty well. I expected some apologies and compensation from Petro Canada or at least to cover the insurance cost ( ***$) + posible increase in insurance due to my claim to fix my car.

  Business Response

  Date: 11/07/2024

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

  Customer Answer

  Date: 11/07/2024

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

  Customer Answer

  Date: 11/07/2024

  I do not accept the response from the business. My car was brand new; in December 2023, it had only **** km driven. I purchased the car brand new from the Audi Mississauga dealership. My insurance claim was resolved in my favor( not my fault ), as the car was damaged in the car wash. The picture clearly shows my spoiler ripped off from the car, with the part left in the car wash.
  Petro Canada's investigation relied solely on video surveillance, which they refused to share with me. Additionally, they refused to provide their insurance information. I did not accept their response in December, and I do not accept it now. They are merely trying to absolve themselves of any responsibility.
  Furthermore, the customer service representative who contacted me was very rude and unprofessional, showing no willingness to help. I was also unable to contact the petrol station directly, as their phone was not working.

  Customer Answer

  Date: 12/07/2024

  Well, this was a waste of time. I thought the BBB would help me solve my complaint somehow. I didn't expect just an answer from the business. As you can see from their response, their reasoning doesn't make any sense. But again, it's a multi-billion dollar company with a top-rated BBB status, and it seems you don't want to "disturb" them at all. You need to do better, BBB. You need to protect consumers and act as their advocate. You should look at how Europe handles consumer protection laws and maybe learn a few things from them.

   

• Initial Complaint

  Date:20/06/2024

  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.

  Good evening,I am writing you this even to escalate a potential security risk at the Petro Canada location at ********************************************************************. On June ***, my wife used Pump #* at this location, and was locked out of the her card due to the pin pad on the machine. I used the same pump on June *** (invoice **********) at this location and the same thing happened to me. I went directly to my bank and they let me know that there has been issues with this particular Petro Canada location.I have put through multiple complaints and requests for contact (case number not provided, but can be found under my phone number ************) have not been returned. I have requested a follow up call from a manager, but have not heard back, even after being told it was a *** business day response time.I am looking to connect with a manager to help investigate and resolve this issue. Please contact me at the provided number.Thanks,*****

  Business Response

  Date: 05/07/2024

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

• Initial Complaint

  Date:29/05/2024

  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.

  On May ****, 2024 I received an email from Petro Canada. When I opened the email I noticed that my Petro Points balance was lower than anticipated. It stated *** as opposed to >*******. Following the opening of this email I contacted Petro Canada to advise my account had been compromised. This has been the third time in the last * years in which my Petro Points account had been comprised, so I was familiar with the process. The representative on the phone reviewed my account activity and confirmed that the transaction history was unusual. **% of my Petro transactions over the past ** years have been at the ******** location at *******************************************, *% at various locations away from home and the remaining **% in ******** at ********** and **********, or **************************. I am on the spectrum, so I am most comfortable being in familiar environments such as the same gas stations, I also do not redeem my points for it involves giving away something that is mine. Needless to say the Petro points redemption that occurred throughout the month of May across ****** is out of the ordinary. Following the last occurrence of fraudulent activity my Petro Points account had a restriction placed on it, preventing points redemption unless I were to call in and have the restriction temporarily removed, to allow me to redeem. Following my conversation with Petro Canada on May **** CASE:******* was created. I was contacted by *************************** (Case Manager) at ****pm EST on May **** for a duration of ** minutes. During this call ************ proceeded to interrogate me, threaten me and intimidate me, with perhaps the intention of making me falsely incriminate myself with these fraudulent transactions. I was emotionally distraught during this conversation. After several minutes in what felt like hours ************ calmed down and slightly improved her tone. I am seeking resolution to this account takeover to understand how the restriction was removed.

  Business Response

  Date: 31/05/2024

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

• Initial Complaint

  Date:22/05/2024

  Type:Service or Repair 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.

  The **** of April I did go to the car wash at the location ******************************************************************** The car wash broke my passenger side mirror, I took photos I mentioned to the person at the station which did not know what to do. I called customer service, I was informed I have to make an incident report, so I had to go back to the location. In the incident report, I wrote that I was available the ** until midday, I mentioned I would be traveling until the *** of April. By the * of April, no one has called to give any news, so I contacted customer service again, this time the Agent ************ took my request, (case number *******) and she would be contacting the location Manager.Some days passed by, finally the location manager called, He refused to talk in English, I asked why it did take him so much time to contact me, he said he was waiting for his insurance to contact him to deal with the situation. I mentioned you could let me know that with a 1-minute call. He passed to ask me what kind of car I have, even if all info it is in the report, he then asked if I retracted my mirror, I mentioned my car ****** ****** 2015 does not have a retractable mirror he just said well we are not responsible if you did not close your mirrors it shows in the car was you have to close them. Obviously, he did not call his insurance and I mentioned to him that the signs in front of the car wash explain what to do, but in a car that does not come with retractable mirrors it is impossible to do. Plus, the sign does not mention for non-retractable cars not to get in. Finally, he just hanged up, he was rude, I left messages to Ms ******* I just received e-mail days after that I should contact my insurance and deal with them. We don't contact insurance for claims lower than your deductible. Totally not satisfy with the lack of customer service of the site manager and Ms ******* I should be reimbursed the car wash price plus the cost of the mirror I bought on Amazon.

  Business Response

  Date: 04/06/2024

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

  Customer Answer

  Date: 06/06/2024

   
  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:07/05/2024

  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.

  CASE:******* has been opened with Petro Points since March ****. The customer service folks dont have any answers but have said repeadly that a senior manager will call. I missed one phone call a few weeks ago and called back immediatly and they continue to say that t senior manage will call **** had ******* points removed from my account without explaination. It showed a negative ******* balance vs a zero balance. Once customer service rep said i think we have system issues. I no longer have access to the as i noticed after i entered the case that points were being accumulated which were not from me and i was afraid someone had access to my account then thus my data.The redemptions were all done within a few hours and show cities far apart so its obvious its was not a person going to a station to do a redemption as you could not drive from ******* to ****** in a few mins.Here is the initial email i was requested to send after i called in. All i want is someone to explain why this happened and what they can do about it but i think they hope i will just go away.I have requested a new card and still have not received it in the mail. On Sat, Mar **, 2024 at ****AM ************************* <***********************> wrote:Petro-Points Card No : ******************* Phone No :************ Email address (associated with Petro-Points): *********************** Petro-Canada or Gas+/Essence + Site: ***************************************** Site Number or Address: ***************************************** Date of Transaction: 2024-03-** Time of Transaction: ********am Transaction Amount: $***** Payment Method type (Cash, Physical card, Wallet, Apple Pay):Amex Last 4 digits of payment card used (if applicable):6076 Did you swiped your Petro-Points loyalty card (Yes/No): Yes Did you swiped a linked partner card (Yes/No): No (just Petro Points Card)Triangle Rewards Card No (if linked): card ending in **** Description of reported issue: numerous points redemption on March **** was not done by my husband who also has a petropoints card.Screenshots/receipts/documentation attached (Yes/No): Yes Incase you encounter an error. Kindly send attachments to ********************************************************* On Fri, Mar **, 2024, *****p.m. Petro-Canada **************** <***************************************************************************************************************> ****************************-****************************** Service Greetings *******,Thank you for reaching out to us in regards to your current Petro-points balance.We received your concern about the double redemptions on your account. We apologize for the inconvenience that this has caused you and this is not experience we would like you to have. We take these case seriously and we would like to review your account for further investigation. As part of the security of the account, we would like to acquire few information, please provide the details as follow.Petro-Points Card No : Phone No Email address (associated with Petro-Points): Petro-Canada or Gas+/Essence + Site: Site Number or Address:Date of Transaction:Time of Transaction:Transaction Amount:Payment Method type (Cash, Physical card, Wallet, Apple Pay):Last 4 digits of payment card used (if applicable):Did you swiped your Petro-Points loyalty card (Yes/No):Did you swiped a linked partner card (Yes/No):Triangle Rewards Card No (if linked):Description of reported issue: Screenshots/receipts/documentation attached (Yes/No): Incase you encounter an error. Kindly send attachments to ********************************************************* Please do not hesitate to contact us via Chat or Phone ***************), *am *pm EST * days a week.Best regards,**** ****** Petro-Canada **************** Representative

  Customer Answer

  Date: 09/05/2024

  I have received the replacement Petro Canada Points card.

• Initial Complaint

  Date:15/04/2024

  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 participated in a promotion where if you spent $** on Sephora gift cards you were to receive $** petro eGC. The store incorrectly scanned the short barcode to activate which made it impossible for me to claim my $** (I bought 3 x $** gift cards). I submitted a claim with Petro and the promotion company, with proof of activation and receipt but neither will honour the $**

  Business Response

  Date: 17/04/2024

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

  Customer Answer

  Date: 17/04/2024

   
  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:15/04/2024

  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.

  On Sunday, March **, 2024, I purchased two Sobeys $** gift cards at a Petro Canada located at ************************************************************. However, when I attempted to scan the physical Sobeys cards for the $** Petro Canada egift card via bonusrewards.ca, I received a response that the cards were not purchased from a participating location. I have emailed both Petro Canada support and Incomm, both of whom have been unhelpful. Petro Canada customer service provided inaccurate and sloppy information. They kept telling me the number on the back of the gift card was for Incomm despite it being for Sobeys. ****** keeps saying that these gift cards are not eligible for the promotion despite signage stating otherwise. I visited Petro Canada again at ************************************************************ on April **, 2024, and the attendant was super loud, rude, and uninterested in helping.Buyer beware as this promo is more than trouble than it is worth.

  Business Response

  Date: 17/04/2024

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

• Initial Complaint

  Date:11/04/2024

  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.

  Hi I bought * $** Sobeys gift card because Petro Canada (***********************************) had 2 $** ecards of gas if I did. I uploaded * cards and got denied. I sent bank credit card statement. Denied I emailed ** times and even returned to Petro Canada and was issued an additional receipt. Still denied. Very frustrated!

  Business Response

  Date: 15/04/2024

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

  Customer Answer

  Date: 16/04/2024

   
  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,
  
  *****************