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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:11/01/2024

      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.
      During Dec **/23 I purchased a car wash at Petro Canada facility ********** and Hillside in ******** **.After waiting over ** minutes in a line for the wash the result was that my car was still dirty. I asked the attendant for a refund as I was not going to wait a further ** minutes for another wash. I took pictures. I was told that "they do not make refunds". I said that was unreasonable and left. I live about **** from the Petro Canada facility.I contacted Petro Canada **************** and after several emails they stated that "they would love to give me a refund but they cannot and that I could have Petro Canada Points." I sent pictures but the only replies came from their ****************** Probably don't even have a customer service function.It is unreasonable to ask me to drive almost **** return to get a $** car wash, unless it is their practice to maximize the sale of gasoline. The equipment used to wash my vehicle in old by any standard and does an inferior job. I am also ** years old and was told at the station that I could use a brush on my vehicle before running it through the wash. This was after the inferior car wash.I know of no other business that has a NO REFUNDS policy. However i can understand the policy if they have only minimum wage persons who can't make decisions.Not good enough, and I warn others not to use Petro Canada services as there is really no guarantee that it will cost you more in the long run. Stay away!Send me a cheque!

      Business Response

      Date: 22/01/2024

      The business responded to this complaint but requested that their response not be published

      Customer Answer

      Date: 22/01/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only one that Petro Canada will make to me under their policy of not making refunds.

      Sincerely,

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

    • Initial Complaint

      Date:11/01/2024

      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 paid ****** the transaction was voided. money was taken out of my account.it has been 5 days and nothing returned to my account. I was told it would be there max * days. I contacted the manager but he says there is nothing he can do.

      Business Response

      Date: 19/01/2024

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

    • Initial Complaint

      Date:10/01/2024

      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.
      I hope this email finds you well. I am writing to express my deep concern and frustration regarding an issue I have encountered with a $*** Petro Canada gift card that I purchased from Shoppers Drug Mart.Upon attempting to use the gift card at a Petro Canada location, I received a message stating that the card is invalid. I promptly reached out to Petro Canadas customer support, as advised, and provided the requested proof of purchase and photos of the gift card.Despite my efforts to explain that the scanned card number on the receipt does not match the actual gift card number, to the support team they have refused to issue a refund. I have attached photos clearly illustrating the two barcodes on the gift card, with the upper right corner barcode being the one scanned on my receipt.I even went back to the store and showed them a photo of the actual gift card, emphasizing that the receipt only displays the upper right corner barcode. Despite all these efforts, the issue remains unresolved.I kindly request urgent assistance in rectifying this matter and ensuring a fair resolution. I believe in Petro Canada's commitment to customer satisfaction and hope to see a swift resolution to this unfortunate situation.Thank you for your prompt attention to this matter.Sincerely,******* Petro Canada case no. *******

      Business Response

      Date: 16/01/2024

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

      Customer Answer

      Date: 17/01/2024

       
      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.
      Thank you so much for your support. Your efforts were very much appreciated.


      Sincerely,

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

    • Initial Complaint

      Date:02/01/2024

      Type:Sales and Advertising 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.
      Petro-Canada advertises their DC fast chargers to be rated for ***** on CCS. I received no more than **** at any given time during my charging. My **** Lightning extended range battery can receive an input of *****, so to receive less than 1/3 of the power for $****/minute of charging really seems nothing short of false advertisement and price gouging. After some research I have found that this seems to be a common complaint at the Petro-Canada DC fast chargers. I am, at the request of Petro-Canada support filing a chargeback through my **** as I wasted an hour of my time to get only a **% charge. Come **** we are supposed to be at ***% of new vehicles sold as EV's, the incapability of companies to provide adequate public charging while yet taking taxpayer subsidies to build out the services is actually embarrassing. I would like to know why this is allowed to be an ongoing known problem and why their customer service reps are unwilling to help or make changes to help customers. Clearly Petro-Canada is more interested in virtue signaling and claiming tax credits than actually being a leader in building out a strong EV charging network.

      Business Response

      Date: 09/01/2024

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

      Customer Answer

      Date: 10/01/2024

       
      Complaint: ********

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:04/12/2023

      Type:Service or Repair 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.
      On Nov **** at ****am I went to the Petro-Canada carwash in Signal Hill **** ********************* in *******. I'm a seasons pass holder for Petro-Canada carwash for many years, thus I'm well aware of the precautions of the carwash. I usually wash my car at the ***** ******* location, however, due to errands that day I went to ****** ***l. Everything was as usual prior to the carwash, however, during middle of my carwash the left driver's side sponge spinner spun off my driver's side mirror. The mirror had totally detached from the holding only connected by the electric wire. I opened the front window quickly to retrieve the side mirror, not wanting any further damage. After the carwash, I reported the incident to the attendants inside Petro-Canada. They did an incident report and took pictures of the damage and advised me that they will review the **** footage. I was later contacted by Petro-Canada that they cannot do anything for the damage the carwash had caused. My side mirror was clearly damaged by the left side sponge spinner during the carwash, prior to the carwash my side mirror was not damaged.

      Business Response

      Date: 14/12/2023

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

      Customer Answer

      Date: 14/12/2023

       
      Complaint: ********

      I am rejecting this response because: the Petro Canada where I am used to going at ***** * ****** location do not have signage to close side mirrors. How can you get a thorough clean of your mirror if you close them? I would like Petro Canada to pay for the cost of fixing my side mirror, it was not damaged prior to the carwash, post carwash it was damaged. Obviously it was damaged by the brush roller during the carwash. 

      Sincerely,

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

    • Initial Complaint

      Date:07/11/2023

      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 Sunday October **/2023 I purchased a Petro Canada gift card for $***. On either Tue/Wed Oct **/Nov * I checked on petro Canada website to see the transaction went through. The card showed balance of $***. So I removed the card from the plastic holder/hanger it was attached to and shredded it. On Fri Nov * I went to Petro Canada and when I swiped the card to pay for my $*** purchase the cashier said the card only had 10 cents on it. I was shocked and stressed to say the least. So I paid the balance of my purchase via cc for $******. When I got home I called Petros customer service line and explained the details. The rep *** said to send in photo of front/back of card and receipt and purchase details. She told me the card was used on Thu Nov * but she couldnt tell me where. I said how could that be I have the physical card. It was not used until Friday. She told me not to worry they would investigate. Countless emails and 5 reps later they refuse to refund me the $***** that I am out. They want the plastic piece the card was attached to. I told them it was shredded and who keeps that anyway. I sent them the pics of card, receipt, activation slip and other details. They wont tell me where the card was used and how it could be used since it has never left my possession. They say can only offer me half of the value of the card so $**. I dont feel this is fair, thus is some sort of fraud and I want to be reimbursed for the $***** I am out. I paid $*** and I got ** cents. It has been terribly stressful trying to deal with them. They will not answer my question about where the card was used and how? I want my money in full and feel I should be fully compensated for this gift card fraud. Please any help wouldve appreciated. Thank you.

      Business Response

      Date: 07/11/2023

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

      Customer Answer

      Date: 07/11/2023

       
      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:27/10/2023

      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 go in to the Petro Canada at garden and ************** in ****** and I was told that they don't allow service dogs by the older man employee I have educated him on the law in ******* but he is refusing me entry because I require my service dog.

      Business Response

      Date: 08/11/2023

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

    • Initial Complaint

      Date:16/10/2023

      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.
      Oct *** 2023 my tesla y was damaged by an automated brush car wash at an independently owned petro canada outlet.I filled out their incident report and never heard back from them. I had the damage caused by their car wash repaired and it's become obvious they have no desire to pay for damages. Before I add more info, I'd like to know if bbb gets involved with this situation.Please advise *****************************

      Business Response

      Date: 30/10/2023

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

      Customer Answer

      Date: 30/10/2023

       
      Complaint: ********

      I am rejecting this response because: The manager is lying about telling me my service manual says I should not go through touch car wash.He checked my service manual, couldn't find anything relating to car wash  so he didn't say anything at all.  Also lying about the car wash not damaging my tesla. This vehicle is worth slightly under $********** tax included. My integrity is being questioned here. I filled out an incident report immediately after the incident. If one looks at ****** and yelp reviews they'll see a minumum of * vehicles damaged by this car wash. Each one complaining refusal to acknowledge blame or compensation by this *******************. I'm surprised petro canada tolerates this behaviour.. 

      Sincerely,

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

    • Initial Complaint

      Date:25/09/2023

      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 purchased a season carwash pass on March **, 2023. It's a 3 month pass and it does not start counting down until your first wash. I waited a few months to start using it. Probably June sometime. I used it a few weeks and then their system was hacked. So, I couldn't used it at all and I lost the physical card. The hassled me about not having proof and that they need a receipt. I finally found the receipt to Sept ** after being on the phone with them many hours prior. They only offered me ** day extension. This is rediculous. Their system was down over * months, I had lost my card, they were not answering the phone for those two months, I finally found the receipt and they now want to only give me ** days. Unacceptable. My neighour got a * month extension. That's the minimum I would accept for all the hassle and their system issues.

      Business Response

      Date: 05/10/2023

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

    • Initial Complaint

      Date:22/09/2023

      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 was given a gift card for $** by a family member for Petro Canada on June **** 2023. I have been unable to use the card ever, since the now known issue of Petro Canada's system foing down. The card was as I have been told, unable to be verified as I did not have the receipt, or the activation strip. I was able to provide the card number, when and where the card was bought to their customer service but it has been up too this week before they were able to do anything to help me. I was told this week to make an account with ********************************************* so they could give me the equivalent points value for the card. I did so, and they added the points. I tried to redeem the points at my local Petro Canada and was told the account was not allowed to redeem points.I am extremely upset with how ***** Canada has handled this, the wait time, and now the apparent inability for even their fix to be used.I tried calling but call center closes after I'm done work, I try leaving feedback in their website and it won't let me hit submit, even with all fields filled properly.The only contact that seems to work, albiet at a snail's pace with days to up to weeks wait is ******* or now "X"I have attached photos of the gift card, the account I was told to make, and the conversation with the company.

      Business Response

      Date: 05/10/2023

      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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