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:23/08/2023
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.
Hi I was inconvenienced for over * weeks of car wash pass not working and when I called today for inconvenience and to get days added was told to call back and given reference number *******. I requested to speak to a manager and she kept insisting to call back and hanged up the line when it was * pm. I was on hold for a hour to get through. I tried calling back but they were closed!!!This is totally unacceptable! I was inconvenienced for * weeks.
Business Response
Date: 07/09/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:14/08/2023
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 am issue with trying to cash in my petro points with petro canada. Which is ******* points which breaks down to $*** *hat I have if I can use my points I have been trying for over * months to cash in.They say they have a cyber atrack issue since June */23 and have stop the use of redeeming your points until the issue has been resolved. But you can still use your card to collect points.Should the cyber attack have the same issue when using your card to collect points. That don't make sense that you can use your card to collect but you can't use it to redeem your points. I am at my **** end now calling there and getting the same response that they don't have a time frame on when the issue will be resolved. I have stopped going to Petro canada for the reason of collecting points and not able to redeem them. Petro canada is ripping off customers who have a petro points account. My ******* points account is the result of me collecting points for over 10 years and now I can't use them. Before this cyber attack I was using my points for Egift cards. I assume Petro canada don't want customers to use their points for Egifts card that is costing them money which affects their profits. Is there some way you can help me and other customers are able to redeem our points . Thanks ***********************
Customer Answer
Date: 14/08/2023
I want petro canada to allow me to redeem my petro points *******
Business Response
Date: 30/08/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:10/08/2023
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.
I tried to reach the business that I have ** car washes on my account that I have been unable to access due to this cybersecurity issue. These are not being honoured yet I have the receipts of purchase. I am unable to establish any communication via phone. Live chat, email or ********* I have asked for a refund of that purchase, since the app is still not accessible, and I have incurred additional costs purchasing washes elsewhere. The business has received my money and not delivering the service I purchased.
Business Response
Date: 30/08/2023
The business responded to this complaint but requested that their response not be published
Initial Complaint
Date:10/08/2023
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 have brought the petro canada wash & go card. As per the advertisement I load that card on petro canada mobile app for convenience. I have through the physical card as usual as I have the same information loaded on mobile app. Now the perto canada app is down for last 2 months. I still have those wash remaining which I have already paid for it & cant use it now. I have tried to contact their customer service so that I can get back a physical card so that I can use those washes. But they are unable to provide that. Also they suggest to buy new one. So this company is holding my money & not giving me the service . Also they are refusing to do any refund.
Customer Answer
Date: 10/08/2023
I do not have the perto canada wash & go card no. as that card is stored in petro canada app. As I am unable to log in in perto canada app due to their system issue. I cant get the card no. I have my petro point card no. which is ***************, which is associate with my perto canada profile.
Business Response
Date: 30/08/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 30/08/2023

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,

Khan ***************************
Initial Complaint
Date:08/08/2023
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.
My car seasonal wash card decided to stop working 3 weeks ago while the app is not working. I have called multiple times to customer service and no one can resolve it. Its extremely frustrating to pay for a service that isnt working for 3 weeks. I want a full refund for the unacceptable service. There is no help what so ever from customer service or the store employees. I have tried multiple locations to replace my card and no help. I have spent over **** for the service. They can check and see when it was last time used. Over 3 weeks of no service that it was paid for.
Business Response
Date: 10/08/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 10/08/2023
An agent have contacted me via phone yesterday. * *** *********** **** *** **** ****** *** **** ** ****** ** **. I am satisfied with the resolution. Thank you for all your help.
Initial Complaint
Date:01/08/2023
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.
Prior to **** *** Petro Canada users discovered that the corporation's app was unavailable to access points, mobile payment, or to access services such as car wash cards. The company refused to respond to inquiries at this time about why the app was down or whether there had been a cybersecurity incident. On June 26, the company confirmed only that there had been a cybersecurity incident. There was no direct notification. On **** *,finally the corporation notified the public via indirect notification that there had been a cybersecurity incident relating to the app and Petro-Points program. Still, and to date, there was nothing posted on social media about what types of information were compromised and for which users. They confirmed only that users should watch for unusual emails or messages and requests to provide personal information. On **** *, the company sent out a mass email about the cybersecurity incident but was again vague about types of information at risk. They mentioned "information obtained by the unauthorized party was limited to your name and the information you may have provided since you joined the program." It does not explicitly include or exclude financial details like bank accounts or credit card numbers. Because the app is still down, customers have no way of logging into their account to see specifically which pieces of information they provided in their profiles. To date, there has still been no direct notification to individual affected customers about which pieces of information were compromised. The app is still inaccessible, and there has been no effort to compensate customers. * ** ******* ****** *** ******** ******* **** ******** **** ** ************ *** ******** ********** ************ *** ************ ****** *** *******. **** ******* ************ *** ****** ***********
Customer Answer
Date: 02/08/2023
I notified the business that I have **** worth of wash credits on my account that I have been unable to access due to this issue. I have asked for a refund of that purchase, since the app is still not accessible, and I have incurred additional costs purchasing washes elsewhere. The business is refusing to refund me for that purchase, and I am still unable to use those wash credits. In other words, the business is holding my money without any way for me to access the services I purchased.
Business Response
Date: 02/08/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 02/08/2023

Complaint: ********

I am rejecting this response because: the response provided to BBB is incomplete and thus misleading... they have not offered to send me a seasons pass to my mailing address, as requested.

Sincerely,

***************************
Business Response
Date: 03/08/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 03/08/2023

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:27/07/2023
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 bought couple hundred Petro Canada gift cards, some of them had zero balance when tried to use them. i contacted customer service by phone, chat, email but no solution. they kept saying their system is currently down and can not do anything. i can't believe the system outage can last couple of weeks and they just let their customers wait. i request to refund my money for those unusable cards.
Customer Answer
Date: 27/07/2023
Here are some cards unusable.
Customer Answer
Date: 27/07/2023
I attached card pictures again, if you can not see it, please provide email. Thanks
Business Response
Date: 10/08/2023
The business responded to this complaint but requested that their response not be published.

Customer Answer
Date: 10/08/2023

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:12/06/2023
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 were given a $100 petro gift card so we could **** *** ******** to the all Ontario track and finals meet 3 hours away from our home. ** ****** ***** *** ****** ** *** ******* *** ******** ****** ** **** **. The card was purchased on June 6th we picked it up from the business the same day. On June 9th about 2:15 pm, we attempted to use the card, it was not working, girl at the store said we had to call and get it activated. Called the 800 number, girl on the phone says she doesn't know why it isn't working, it is activated and has a balance of $100. Still wouldn't work, went in to the store and still wouldn't work, had to pay cash because we had already pumped the gas. The next day we were heading home. About the halfway point we had to seek out another petro to use the card because we would need more gas to get home..Once again the card didn't work.. this time the lovely lady working called for us. However this time they were told a completely different story. We were told that there was no balance and that the card was used on the 9th at 10:38 am. Once again, had to pay cash *** **** ***** *** ** **** ** ****** *** ********* *** *** ****** ******. Well here are the issues with that 1: at that time, we were at the ******************************************** waiting on the coach to get there. (We have texts to prove that) and the card was with me and still is. 2: at 2:15 pm on the 9th, we were told there was still $100 on the card, so how was it supposedly used at 10:38 am that day? 3: when I asked where it was used, they refused to tell me. Now they want to offer petro points that I will never use or replace the gift card that likely won't even work because we will never use a company **** ****** ***** *********. I **** ** ***** **** *** ******* *** ******* ** *** ****** **** *** ******* *** **** **** **** ** ****** * ***** **** **** ***** *** *** ***** *** ***** ******* **** ******* ** ***** ****** ** ****** *** **** **** ** * *** *********
Customer Answer
Date: 12/06/2023
There are pictures of the front, back and receipt that was given with t
Business Response
Date: 16/06/2023
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 16/06/2023

Complaint: ********

I am rejecting this response because: they had 0 care for the financial hardship they placed upon myself and my family, while they may have replaced the card. **** *** ** **** ***** * *** ****** ** *** *** * ****. They refused to answer basic questions on how the card was supposedly used over 4 hours away. ****** ******** **** **** ** ***** ** ***
***** *** ***** **** ** *** ** ***** *** * ***** I will be looking further in to it and contacting ****************************

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

This case is not closed on my end.

Sincerely,

*************************
Initial Complaint
Date:24/03/2023
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.
On ******* ***** *** ****, I attended the car was at 426 highland road west Kitchener. I wish i had read other reviews prior to doing so , as it appears many people had the same problems as me. I entered the car wash, and all the sudden mid wash I look up, and the car in front me , a **** SUV, Was tilted in the air, off the ground, when suddenly it just lands in front of my car. I later found out that my license plate was bent as the result of impact. This went on for at least minute, his car was in the air as the water was hitting it, basically rocking from side to side. i quickly used my phone to call the gas station and begged for them to turn off the car wash as my car was now getting damaged. The manager, responded, (it should be noted that her name was ***************************** according to the card) and while the car wash was still going ,she started yelling at me that it was my fault and that my car was in drive. I explained to her that it was not the case and showed her that my car in Neutral like it was supposed to be. She did not want to hear me out ,shaking her head , and completely disregarding me telling me I was "lying" and that it was in drive. She finally went over the the car in front me and saw that his car was off the trail. She then came over to me and apologized and said she was wrong. The car wash finally stopped at this point and I Able to reverse out , going through the curtains back onto the parking lot .I noticed that besides the damaged license plate in the front, I also had numerous scratches to the side of my car. The car in front me had to get towed. I filled out an incident report and tried to talk to the manager, but she quicky left the location and the teller said she did not have time for me .To this day , I was offered no compensation for the damages suffered and I was completely disrespected by the teller telling that It MY fault that my car got damaged, I have never been treated so poorly as a customer
Business Response
Date: 06/04/2023
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:20/03/2023
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.
On ******** *** ****, I went to the Petro-Canada car wash to have my car cleaned by the fully automatic car wash. However, at that moment, I heard a loud cracking noise in my car, only to realize a few seconds later that the front windshield of my **** ***** *** had cracked due to the water pressure from the machine, which I had no control over. I went inside the shop, and the clerk took a couple of pictures of my car. Then, I had to fill in a car wash incident report. They told me that I should expect a call from them in 2-3 business days. This call happened after a week. They told me to inspect the windshield at the windshield repair shop they chose, called "Windshield Surgeons Auto Glass." When I arrived there, the shop told me that my windshield crack was caused by water pressure, which left 100% liability on Petro-Canada. They should pay the costs to fix my car's windshield, but they only agreed to pay half the cost. This was unfair and frustrating. I replied to them, saying they should take full responsibility for the damage. The next response I received was from an employee named *****, who had a very disrespectful tone. He told me to "Get my insurance company to do it for me," which was uncivilized and disrespectful since I am a customer and should be treated with respect. *** * ** ******* **** **** *** ****** ******** ****** ***** ** ******* *** ***** **** **** ******* ****** ** ** ****** **** ********* ** ** *** **** **** ************** *** *** ******* ** *** ****** * ***** **** **** ** **** * ******* ***** *** ******** *** ****** ***** ********* ******** ********** *** ***** ********* **** *** ******** ****** ** ****** *** *** ****** **** *** ****** ** *** ******** ******* *** ** ******** **** *** ***** ***** ** * **** **** **** ********** ** ***** **** ** ********* ****
Customer Answer
Date: 21/03/2023
I have attached the incident report and a picture of the broken windshield.
Business Response
Date: 27/03/2023
The business responded to this complaint but requested that their response not be published.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Petro Canada (Head Office) is BBB Accredited.