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Business Profile

Gas Distributors

Petro Canada (Head Office)

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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

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    Customer Complaints Summary

    • 119 total complaints in the last 3 years.
    • 63 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2024

      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 purchased two $** Sobeys gift cards at Petro-Canada and I am trying to redeem the two $** Petro-Canada gift cards that I am supposed to get from the promotion.I followed all the steps shown on the bonusrewards.ca website.This promotion seems to be managed by Incomm Payments on behalf of Petro-Canada. I contacted Incomm through the contact form on the bonusrewards.ca website. They told me the cards I purchased are inactive, even though both Petro-Canada and Sobeys can confirm the cards are in fact active.

      Business Response

      Date: 12/04/2024

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 15/04/2024

      Thank you for providing the missing e-gift cards.

    • Initial Complaint

      Date:03/04/2024

      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 received a $*** Petro Canada gift card from my employer, the card got chewed and will not swipe. There is a remaining balance of $****** which shows when I inquire online. I do not have a purchase receipt, and the card is too old for my employer to have the receipt as well. Petro will not do anything without the receipt. And when I asked on their chat if this could be escalated, the representative ended the chat. I still have the physical card.

      Customer Answer

      Date: 03/04/2024

      Copy of front & back of gift card

       

      Business Response

      Date: 04/04/2024

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

      Customer Answer

      Date: 04/04/2024

       
      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:02/04/2024

      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 attempted to purchase gas at March **** at *****PM. This gas station location is open ** hours. Upon arrival there was one customer filling up gas. This is before the carbon tax hike that is happening April *st or ** minutes later. All the pumps were shut off and the clerk was not helpful and said that they shut off before midnight for the price jump. This is a terrible practice and I could have been forced to wait ** mintues to then pay a higher rate of gas. I left but this should not be a practice that this business should be completing especially if they are open for ** hours.

      Business Response

      Date: 18/04/2024

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

    • Initial Complaint

      Date:25/03/2024

      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.
      Date of transaction: 2024-***** Amount of recip = CAD ***** Amount debited and approved = CAD *** Trans# ****** Date of transaction: 2024-***** Amount of recip = CAD ***** Amount debited and approved = CAD *** Trans# ****** I have charged gas two times and the two times I was discounted aprox CAN *** from my argentine pre-charged debit card, while I charged between ** and ** CAN. I have not received the difference deposited in my account later on. I already contacted with petro-canada customer service. They say that don't have access to the transactions and ask me to contact with my bank. But already contacted with the bank and they confrim me the debited amount. How should I proceed to have my money back in my account?

      Business Response

      Date: 10/04/2024

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

      Customer Answer

      Date: 11/04/2024

       
      Complaint: ********

      I am rejecting this response because: I call the number showed in the backpart of the card. They say that the money was not returned to the account. I do not know which stepd should I follow. 

      Im attaching the account movements where it is shown the ones that correpsond to the tickets that I sent before.

      Sincerely,

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

    • Initial Complaint

      Date:05/03/2024

      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 bought * gift cards for petro canada and couldnt use them since they got hacked. I have the receipt of purchase and the gift cards. They are only willing to give me half of my money back since they got but these cards have not been used. Is it my fault they got hacked? Is that included in the gift card contract that the buyer holds the risk of petro canada being hacked? After a year back and forth they are only giving half back in points which i dont want

      Business Response

      Date: 07/03/2024

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

    • Initial Complaint

      Date:21/02/2024

      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.
      Weve been trying to replace a Petro Points card that has a significant number of points on it. Weve contacted customer service repeatedly most recent case number *******. * months have passed since initial contact & no card. Weve provided our *********** address repeatedly & nothing to date.

      Business Response

      Date: 23/02/2024

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

      Customer Answer

      Date: 08/03/2024

       

      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:05/02/2024

      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.
      A $*** Petro Canada gift card was purchased at London ***** in December as a gift. When the recipient tried to use the card the transaction would not go through so they had an employee check the balance and it showed the full balance as available but the card would not work. Contacted costumer service with receipt etc and after weeks of waiting they said they would transfer the equivalent value in points to the recipient. Card holder tried to get gas with these points yesterday and it would not work. So now have had an unusable gift card with $*** tied up and unavailable for six weeks. This is unacceptable business practice.

      Business Response

      Date: 09/02/2024

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

    • Initial Complaint

      Date:25/01/2024

      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.
      Received a gift card for $*** for a Christmas present the card was purchase in nov *********************************** Jan . When attempting to use the card the card said it had a zero balance. Called customer service and they had informed me to take a picture of the card and the receipt and send it to them. To which i did. I received an email back saying that they would give me points to compensate this. I don't have a phone that downloads apps to use this. I again called customer service to remedy this problem. they once again told me that they will have to escalate this higher and it will be 5 to 7 business days before they get back to me. Due to the fact i asked them to send me a new card in the mail to replace this card. the customer service agent said that it will be their dispute department that will make the final decision on if they will send a new card. And if they decide to send me a new card that it can take * ** * weeks to arrive. called multiple times and just keep getting frustrated. Asking for a supervisor to call or talk to one have been hung up on * times and when didn't receive a phone call back. Called one last time finally was told that my case would be escalated not holding my breath for them to call me back. this is outrages that there customer service has no capabilities to resolve these issues.

      Business Response

      Date: 26/01/2024

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

      Customer Answer

      Date: 26/01/2024

       
      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:25/01/2024

      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 went in to purchase a ** bottle of pepsi from them on Jan **/24 at aprox **00 pm. the price on the sign read $**** + tax when I went to the cash they charged me $**** with *** for said bottle. When I asked why because the sign said $**** the lady behind the counter just yelled saying $**** I paid her the money and showed her the sign and she told me that it was the 2020 price and it states it on the tag. and she just yelled to bad. It is 2024 Why are they still listing a price for 2020 ???? this is wrong

      Business Response

      Date: 29/02/2024

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

      Business Response

      Date: 06/03/2024

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

    • Initial Complaint

      Date:17/01/2024

      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 bought a season pass from Petro Canada in or about the summer time of 2023, for ** days for about $***.During this time, I could not use it. I then called Petro Canada in July 2023 and spoke with *******, he advised that "no worries, there is a cyber attack. When its clear, any missing days will be added back to your card".On September **, 2023, I called Petro Canada again and spoke with Rehab regarding the missing days. Rehab advised ** days more will be added but first I had to reload the card and call back. I asked if she could reload the card using my credit card while we were on the phone, Rehab advised "no". I was assured that the missing days will be added (confirmed by * reps from Petro Canada).Today, January **, ****, I was able to reload the card. I called Petro Canada and spoke with Mr. *** for more than ** minutes. *** advised me that he cannot see ANY records etc. and he cannot add the days to my card. He further put the blame on me many times. He asked "what is *****'s background? Is she ****** etc. Am I supposed to recall her background and why is it relevant? Am I accused of making this up if it was not the fact that Petro had that cyber attack and we could not use the card that we paid for? Never run into any problems with Petro, except for this time specifically with Mr. ****** conclusion, I paid $*** for ** days car wash only. On top of that, I had to spend hours on the phone, plus frustration and stress. Is this how Petro Canada trains Mr. *** in customer service?I demand a prompt response from Petro Canada.

      Business Response

      Date: 01/02/2024

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

    Petro Canada (Head Office) is BBB Accredited.

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