Business Profile

Wholesale Gasoline

Shell Canada (HO)

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Gasoline.

Complaints

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

Customer Complaints Summary

35 total complaints in the last 3 years.
7 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:29/04/2025
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.
In Dec 2024, I purchased * * * litre oil bottles on the basis that there was a **/bottle rebate.Confused on how to fill the form online, I submitted the form and realized I had made a mistake. So I called their department and was told that I could only get a maximum of *. They noted my mistake and said I would get a cheque for *0 dollars. Not happy with this, I got a cheque for ** only and currently I only get a response stating it is now closed. To make matters worse, I accidently deposited this ** dollar cheque into the wrong currency account and now the banks cant help and Shell refuses to discuss it.
Customer Answer
Date: 30/04/2025
Not certain of information that you require, as nothing is written. I thought it was clear in my complaint. I bought oil at a Canadian tire store in ******************* in December, * * litre bottles and there was indication of a **/bottle refund that you had to do online afterwards. I tried to fill in the required information but made a mistake. So I called the rebate number and indicated what the issue was. Told it would be sorted out, and indicated that there was a maximum of *.
Although not happy, I said please process it. They gave me a case number, which I indicated. Now received a cheque for * bottle only. tried communicating with the rebate centre via email and calls. Only response is that the promotion is over so nothing they can do. Deposited this ** cheque but into the wrong currency account by mistake and now banks cannot reprocess and getting no help from the rebate centre.
If the company stands behind what they say, they should send me a new cheque for the minimum of * bottles but would be nice if they honored the * purchased. Only seek what is fair.
Should anyone need more clarification, you can also contact me at ************. Thank-you
Business Response
Date: 30/04/2025
Hi,

Good day!

Please be informed that we will coordinate with the rebates team and investigate what happened on the customer concern.

Thanks,
********
Customer Answer
Date: 30/04/2025
This is the emails for the discussions that transpired. Please let me know if you need anything else. Phone calls they took my information and nobody ever returned a call.
Customer Answer
Date: 02/05/2025

Complaint: ********

I am rejecting this response because: If I accept it now, you close the file. Has Been a couple of days and no contact by anyone. I do not believe that it takes this long to correct such a small issue for a large corporation. Hopefully they put effort in do something soon and contact me.

Sincerely,

****-****** ********
Business Response
Date: 08/05/2025
Hi,

Please be informed that our Rebates Team have reached out to the customer to address the concern.

Thanks,
********
Customer Answer
Date: 08/05/2025

Complaint: ********

I am rejecting their response. What they indicated by not being able to read my receipt, so they say. They don't want to reimburse me for what I should have. So what they indicated now, was not an issue in December, is they will send me $**. I am certain if it was their personal rebate, it would have not gone this way. They should do the honourable thing. If they want another copy, I can provide it to them. Thank you again for your help.

Sincerely,

****-****** ********
Business Response
Date: 26/05/2025
Hi,
Good morning!

Kindly be advised that I have sent the customer's reply to our rebate team to address his further concern.

Thanks,
********
Customer Answer
Date: 27/05/2025

Complaint: ********

I am rejecting this response because:
I have sent another copy of the receipt for clarification and am waiting for issue of the cheque.

Sincerely,

****-****** ********
Business Response
Date: 29/05/2025
Hi,
Apologies for the inconvenience. I have sent a follow up to our rebate team and they will provide check number and mail date once available.

Thanks,
********
Customer Answer
Date: 29/05/2025

Complaint: ********

I am rejecting this response because:
Mainly, I have not received the cheque indicated to date. Although it would have been nice to receive a refund for all the containers oil purchased, I understand that the representative on Thier behalf, Canadian tire, should have indicated such. Poor promotional thing, for which should have been fulfilled. By the supplier. Thank you, BBB, for your help in this matter.

Sincerely,

****-****** ********
Business Response
Date: 05/06/2025
Hi BBB,
Checks are sent via the postal service and would take 4 business days to arrive.
Thank you,
****
Customer Answer
Date: 05/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. But deem it closed.
I received the ** dollar cheque today. I find this entire situation sickening. I have provided the information showing I bought 8 containers. the fact that I was forced to take this approach is nothing short of unprofessionalism from the company. So how many more have been cheated by scams. Don't know what is worse, insurance companies, governments or corporations!
In simple, a responsible individual would have simply reimbursed the 80 dollars and saved us all the grief.
thank you to the BBB for assisting with this issue.
Sincerely, with my heart

****-****** ********
Initial Complaint
Date:28/04/2025
Type:Sales and Advertising 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 Monday April ** at approximately ***** i attended the shell station located at ***** and *************** in ***************. At this time the posted regular gas price being advertised on the standard gas price board was $*****. Despite this, the charge at the pump was $*****. This is complete deception and apparently a common practice at this particular gas station. Why is this allowed to happen and further, continue to happen? THis is disgusting and needs to be addressed
Business Response
Date: 29/04/2025
Hi,
Good day!

We have taken note of all the details the customer provided and will forward to the retailer to address the issue.

Thanks,
********
Customer Answer
Date: 30/04/2025

Complaint: ********

I am rejecting this response because:
there basically is no response. Big deal. You notify that gas station that they were caught scamming customers. How is that a resolution? I want an explanation of why this practice is occurring, how I am going to be reimbursed for the overcharge and what is going to be done to prevent these bad actors from continuing these types of unethical procedures. This is a well known brand and customers should be confident when giving them their business that they are not being scammed by the employees or operators!

Sincerely,

***** **** ************
Business Response
Date: 06/05/2025
Hi,

Good day!

After conducting an investigation into the customer's case, it has been determined that the pump used by the customer for refueling is a Full Serve pump (as indicated on the receipt provided by the customer), which incurs an additional charge; this is the explanation for the amount charged on the receipt. The signage displayed on the pump at the location specifies ****************** for the Full Serve pump.

Thanks,
********
Customer Answer
Date: 06/05/2025

Complaint: ********

I am rejecting this response because:
the suggestion that this was a full service station is ludicrous. I walked to another pump to confirm they were all charging an inflated price and then took photos of the road sign. At no point was a full service attendant visible nor available to pump gas. As I told the person at shell, this isnt even a service that is available in Canada. Even if I did see some type of full service indication, which I DIDNT, why would I even think that this is what it meant if full service is not a thing. All gas must be prepaid after 9pm.
This is NOT a valid excuse for the increased pricing. I am not satisfied with this suggestion and am happy to see the video of this service to prove at no time was an attendant available to pump my gas for me!

Sincerely,

***** **** ************
Initial Complaint
Date:28/04/2025
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 saw that the gas price was $***** and I drove into the Shell gas station. When I was at the pump prepaying, the gas price was still $*****. After I set the maximum allowable amount and entered the PIN of credit card, the transaction was cancelled by Shell. I saw that the gas price was changed to $*****. I then went to the cashier to ask why Shell cancelled my trasaction at the lower price and he told me that he will give the $***** price to me and even asked me which pump I was using. I was asked to prepay at the counter. After I have paid, I ran to the pump and completed the gas filling, but I found out that the gas price was $*****. I went back to the cashier and asked him why the price was $*****. He first blamed me for not completing the transaction within * minutes of his setting the price. When I told him I completed the gas filling immediately and within minutes, he told me that in fact he could do nothing about price at pump as head office sets the gas price. This means he lied to me when he told me he could use $***** as the gas price for me. There was another woman at the counter who was also promised the $***** gas price but in fact not. The cashier blamed her for taking out the hose from the pump, putting the hose back, and take the hose out again, thereby changing the gas price that he set. The woman also denied having done that. If only the cashier told me that he could do nothing for me, I would have left the station and not fill my tank. I do not understand why such a big gas station can cheat customers to fill gas at ridiculously high gas price, and not be truthful and allow customers to fill gas tank at the gas price that customers started the payment transaction, but instead stopped the payment transaction and then cheated clients to fill the tank at the high gas price. It is clear that integrity is not a value of Shell. If only I could pour out the gas from the gas tank, I would have returned the gas and get a refund.
Business Response
Date: 28/04/2025
Hi,

Good day!

Please be informed that the customer reached out to us today and we have an existing ticket - ******* to address the issue of the customer.

Thanks,
********

Customer Answer
Date: 30/04/2025

Complaint: ********

I am rejecting this response because the matter has not been resolved yet. I attach the Shell receipts.

Sincerely,

****** ****
Business Response
Date: 02/05/2025
Hi,

We apologize for the inconvenience. We received the receipt of the customer, and the retailer will get in touch with the customer to address the issue.

Thanks,
********
Customer Answer
Date: 05/05/2025

Complaint: ********

I am rejecting this response because: this is a notice that Shell is just understanding the issue of the matter and has not resolved the matter yet.

Sincerely,

****** ****
Business Response
Date: 21/05/2025
Hi Team,

Please be advised that the retailer has confirmed that the customer visited the site and that the disputed amount has been refunded.

Thanks,
Patricia
Customer Answer
Date: 22/05/2025

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.
The retailer apologized on the phone and agreed to refund the $**. I picked up the $** cash from the Shell station cashier.

Sincerely,

****** ****
Initial Complaint
Date:24/04/2025
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 am writing to report damage to my vehicle ***** escape)rear windshield wiper that occurred at your Shell filling station opposite ************ in *******, *******. i had just filled up my tank and paid for a car wash that day and Unfortunately, the wiper and rear wiper arm was destroyed while the wash was going on,at the station, and I am now unable to clear the rear window during rainfall while driving.i was asked to fill an incident report form at that branch after the incident and was told i would be contacted , its been * weeks with no contact and i have gone back to that station twice to complain and i was asked to get a quote for repair and send it to the managers email address, which i did only to find out that email address was fake, i had several mailer demon emails from the email given to me This is bad practice and fraudulent behaviour your business charged me for a service and proceeded to destroy my car and im being sent on a wild goose *********** presents a serious safety issue, as reduced visibility from the rear makes it hazardous to driveparticularly in adverse weather conditions. For this reason, I am requesting that the damaged part be replaced, i will need to be contacted and my car fixed.
Business Response
Date: 25/04/2025
Hi,

Good day!
Please be informed that the complaint of the customer has been forwarded to the Retail site Manager to address the issue.

Thanks,
********
Customer Answer
Date: 05/05/2025

Complaint: ********

I am rejecting this response because: I was contacted by the manager of the retail store branch where the damage occured and i was asked to go pay for the damage to my vehicle first and subsequently submit the invoice to show that i paid for the saervice before a refund can be effected to me.
i am currently between jobs and i do not have the funds to fix my car but hopefully wil try to do this in a few weeks, id like this case left open until the company has furfilled their part of repayment for the damges to my vehicle.

Sincerely,

******** ********
Business Response
Date: 06/05/2025
Hi,

Good day!

Please be advised that the customer should provide an invoice or receipt pertaining to the repairs for the damages she is reporting in order to proceed with her request.

Thanks,
********
Initial Complaint
Date:25/03/2025
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.
As the vehicle owner, I am filing this complaint regarding car damage at SHELL ***************** on January **, 2025. My grey **** Honda Pilot (license plate: *** ****, VIN: *********************************** was misaligned in the conveyor system, resulting in contact with the wall. The driver was my son, ********* ******, who provided the Incident Details:Date: January **, 2025 Time: Approximately **** AM Location: ***** ** CHINOOK After refueling, I purchased a car wash code & entered the wash. I aligned my vehicle, entered the code, & put it in neutral. However, the conveyor caused my vehicle to misalign & hit the left wall. To prevent further damage, I shifted into reverse. An attendant misguided me, saying the vehicle should have been in neutral, which it was. I photographed the damage & reported the incident but was denied the managers contact info & told I would not receive a refund.Later, another attendant indicated similar incidents had occurred & I should have received an incident report, which I did not. They acknowledged visible wall damage & assured me I would be contacted for compensation. Despite this, nearly two months have passed with no resolution. I have followed up multiple times & received only a denial of liability without a full review of the video footageonly a single screenshot was provided.Supporting Evidence Provided:Photos of vehicle damage Car wash purchase Receipt Email correspondence Incident report details Requested Resolution:1.Reassess my claim using the full video footage.2.Compensate for car damages 3.Acknowledge the improper denial of an incident ************************* the two-month delay in resolving this matter.This issue may involve unfair business practices under the Fair Trading Act of *********** will escalate it to Consumer Protection Alberta if not resolved. I expect a response within ten business days. If not satisfactorily addressed, I will pursue small claims court for *******************************
Customer Answer
Date: 26/03/2025
I have spoken to my son ******* ********* ****** who is copied in this email. I have his consent to move head with this complaint. I filed the report under my name as I am the vehicle owner. However, he was the one driving the vehicle when the incident occurred.
Business Response
Date: 31/03/2025
Hi,

Good day!

Thank you for taking time to share your concerns following your recent visit to a Shell-branded retail site. We are sorry to hear that you had a frustrating experience.
Kindly note that the case has been forwarded to the Territory Manager and District Manager of the gas station for further investigation.

Thank you!

Regards,

********
Customer Success Lead
Initial Complaint
Date:12/09/2024
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.
THIS INCIDENCE HAPPENE ON JUNE ** 2024. I BOUGHT GASOLIN FROM THIS BUISNES FULL TANK. AND ASTER FEW KILOMETER DRIVING MY CAR SHUT OFF ON HWY WAY. I TOWED MY CAR AND TRAILOR TO HOME NEXT DAY I TOOK CAR TO CAR DEALER AND THY FOUND BAD FULE IN TANK ( I HAVE SAMPLE OF IT) IT COST ME $**** TO FIX CAR AND TOW EXPENCES.I CONTECT SHELL CANADA BUT THEY SAYS ONLY GOOD FUEL SOLD ON THIS LOCATION..I AM CONFUSED EITHER GAS STATE PERSION LYING OR DEALER LYING I LOST MY MONEY THE FAIR RESOULATION IS I HAVE TO GET MY MONY BACK AND BUISNESS NEED TO BE PUNISHAD
Business Response
Date: 20/09/2024
Hi,

Good day!

Please be informed that we have received the claim of the customer and have an existing ticket - *******. As advised to the customer, our station has completed a thorough inspection of the fuel batch that the customer purchased last June **, 2024, and did not find any trace of fuel contamination. The station also performs rigorous weekly maintenance on their pumps, dispensers and tanks and conducts daily fuel quality tests.

Thank you!

Regards,
********
Customer Answer
Date: 25/09/2024

Complaint: ********

I am rejecting this response because:
I wanted to find out Dealers Responce first.

Sincerely,

********** *****
Initial Complaint
Date:14/06/2024
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.
COMPLAINT FOR SHELL @ ******************************** *** On May ****, 2024 I purchased gas through the shell canada application to pre pay for gas at the pump.I purchased a car wash and prepaid for $*** of gas. $****** total. As I was getting ready the pump and app timed out (likely a security mechanism) I had to re authorize the pump with my app. Afterwards I proceeded to get gas as normal.Normally when using this application when prepaying foe gas you are charged the full amount them refunded the remainder you did not use.Normally this instantaneous any other time I have used it and my second purchase (second authorization) did refund as normal instantly I assumed that the first charge for the full ****** would be refunded in the same time frame, it was not.I made first contact around may ** according to my emails with their support.They advised for me to provide more info then was told that it had been sent to the refund team and said to expect it in ***** days.After contact last week they told me it was the tenth day. It is now the **** day post refund (allegedly) and after contacting my bank they confirmed no refund or reverse was issued.My bank advised I could contact them for help with disputing it however after contacting them, because it was a debit purchase and not a **** debit purchase they cannot help and I need to contact shell again. It had been close to a month now and this is absolutely ridiculous and need the money back...Gas was purchased at Shell Canada using the app Location ******************************************************** *** In the screen shots provided you can see the interactions with both their support and my bank. The screenshot of transactions is for my debit account searching for "shell" as you can see the charges after the ****** double the second charge was refunded but not the first and any time using the app after you can see the remainder was refunded same day. Please let me know if you need anything else.
Business Response
Date: 14/06/2024
Hi,
Good day!
Please be informed that the adjustment on Shell side has been completed and I escalated the case of the customer to our Cards Team. I also reached out to the customer regarding this case.
Thanks,
*************;
Customer Answer
Date: 14/06/2024
I did respond to the person that emailed me directly as well and was still needing more information as to which step in the process we are in because i had called shell this morning and they said they needed to contact my bank and verify with them now.

I asked them if that step had been taken yet and still would need an expected timeline, more than just "it has been escalated".

Obviously going into the weekend nothing will be done but I was also a little miffed that the support person chose to sent the email response right at **** and had an auto response sent back to me saying they are done for the day at ****. I feel as though that is a little bit disrespectful for an important matter that I can only assume they would expect me to have follow up questions.
Customer Answer
Date: 26/06/2024
Still have not gotten money back bank has confirmed refund was not sent or received, again. They claim it was. I just want my money back, send it to my address in cheque form at this point...
Initial Complaint
Date:30/05/2024
Type:Billing 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 was double billed at ******** AB **** also known as ******** ********* Shell located at ********************************************************************. On May 20th, I made in-store purchases totaling $***** from my checking account. Unfortunately, I later discovered that I was charged twice for the same amount at the Shell station on ************ in ***** on the same date.On May **, 2024, I visited the station and showed my bank statement as proof of the double billing. The attendant I spoke with said he couldn't help me. The next day, on May **, 2024, I returned to the station and spoke to a different attendant. He took pictures of my bank statement and receipt and assured me that it would investigated by his manager. He took down my phone number and said he would contact me within ** hours.On May **, 2024, I tried calling the station but received a message that the number wasn't accepting calls. In the afternoon, I visited the station again and spoke to a lady whose name started with a D. She reviewed the information provided by the previous attendant and mentioned that she needed to check the footage to determine if it was a Shell issue. She said she would get back to me within ** hours.On May **, 2024, I returned to the store and gave the lady a completed picture of my bank statement. I also authorized my bank to speak with her. After they spoke, it was confirmed that I was indeed double billed. The lady mentioned that she needed to talk to Shell on Monday.On May **, 2024, the lady contacted me and informed me that it was a Shell issue. She provided me with Shell's 1 800 number and reference #******* to call for resolution. After multiple attempts to reach them along with feedback inquiries from their website, I still haven't been acknowledged or heard anything back.I assumed that the matter would be resolved after my bank confirmed the double billing and that Shell would refund the amount.
Business Response
Date: 30/05/2024
Hi,
Good day!
Please note that the customer's refund has been processed and we will contact the customer to inform them.
Regards,
********
Customer Answer
Date: 31/05/2024
Subject: Urgent Request for Timely Resolution of Payment Issue
******** ********* ***** *** ******** **** *** **** ****** **
Ref: *******
Dear *****************,
I greatly appreciate your quick response to this matter.
While I understand that this situation may seem trivial, it is causing me significant distress. As a recipient of CPP Disability with a fixed income of $**** per month, the delay in receiving the $***** owed to me is creating a financial burden, especially when combined with the high cost of living.
While this amount may seem insignificant to some, it is crucial for me.
I kindly request that this amount be credited to my bank account today. Through e-transfer if possible. I did not anticipate encountering this issue, and I believe that a prompt resolution is both reasonable and necessary.
I trust that you will give this matter the attention it deserves.Thank you for your understanding and consideration.
Sincerely,*************************
Business Response
Date: 04/06/2024
Hi,
I am in contact with the customer on this case. Advised her that per process of the bank, refunded amount will appear on her bank statement within 7-15 business days from the processed date. Customer advised that she let us know once she received the refund from the bank.
Thank you!
Regards,
********
Customer Answer
Date: 06/06/2024
Dear ***,
I received an email from ***************************** regarding the double payment issue. My bank confirmed today that no payment has been received or is pending to date. I've been getting messages from her indicating that they've been trying to reach me, but I haven't been able to answer. I have provided my phone number again and instructed them to leave a message if they can't reach me, and I will return their call. ******** mentioned in another email that she passed my number to her agent, ********, and they have been trying to call me since last week with no success. I have not received any missed calls or messages from Shell or ******* in my call log, despite my phone being with me *****
The Better Business Bureau (BBB) has been incredibly helpful to me. I truly appreciate everything you have done since filing the complaint on May ****. Before filing the complaint with the BBB, I did not receive any communication, and I feel that Shell was hoping I would eventually go away,like many others. However, I am not planning to do so.
Regarding the specific location in question, Shell Canada generally performs well in all areas, this particular location has been disappointing. This is why I only bought in-store items there, rather than getting gas, as it was on my way home. Please note the following: 1. Gas Buddy *************************************** shows this location with a *** rating out of five, managed solely by the owners of ************ Shell. However, this website does not provide the complete picture and falls under ownership with the ability to delete negative comments. 2.********************************************************************************* (Actual comments on service)
I will not be satisfied until this complaint has been addressed. How many people have left this location with a negative perception and vowed never to return to Shell? My hope is that this communication will resolve the issue instead of exacerbating it.
Thank you.
Sincerely,
*************************
Customer Answer
Date: 13/06/2024
Good Afternoon,
I am writing to express my disappointment at the lack of resolution from Shell regarding the refund matter. Despite assurances from ******** that my bank account would be credited by June 10th, my bank has not received the promised amount.
The lack of action despite assurances is incredibly frustrating. To expedite this process, I am providing the signed copy of Step * and my ATB banking information to facilitate the immediate release of funds to my account.
My numerous attempts to resolve this matter have been in vain. I had hoped that after verifying the double billing, the station would promptly refund the amount. However, this issue remains unresolved, causing undue frustration.I strongly believe that this matter could have been handled more efficiently at the store level, rather than dragging on for weeks.
I urge you to promptly and adequately address this matter.Thank you for your attention to this pressing issue.
Sincerely, *************************
Business Response
Date: 24/06/2024
Hi,

Hope all is well.

Please be advised that the adjustment from the Shell side was completed on May **, 2024, and should appear on the customer's bank statement within 7-15 business days of the processing date, as per the bank process. We attempted to call the customer many times, but our calls were routed directly to voicemail, where we left a message notifying her that the double charge had already been processed and that the wait period was 7-15 business days. Additionally, I emailed the consumer regarding the completion of adjustment, and it is now up to her bank to issue the refund.

Thank you!

Regards,
********
Business Response
Date: 24/06/2024
Hi,

Hope all is well.

Please be advised that the adjustment from the Shell side was completed on May **, 2024, and should appear on the customer's bank statement within 7-15 business days of the processing date, as per the bank process. We attempted to call the customer many times, but our calls were routed directly to voicemail, where we left a message notifying her that the double charge had already been processed and that the wait period was 7-15 business days. Additionally, I emailed the consumer regarding the completion of adjustment, and it is now up to her bank to issue the refund.

Thank you!

Regards,
********
Customer Answer
Date: 24/06/2024
Hello,
My bank confirmed again today that no payment has been received or
is pending to date.
I've
been getting messages from her indicating that they've been trying to reach me once I heard that I provided my phone number again and
instructed them to leave a message if they can't reach me, and I will return
their call. I haven't received any massages or phone calls from Shell in the Alberta Region.
Could you please let her know that if she has questions regarding the non payment that they say they sent on May ****, I will give her my contact at ATB and share will be able to clarify everything I have said. I will also contact her to give her permission to share this information regarding the double payment to Shell.
Her contact information is the following:
****** ****** *** ******
******** ******* ******* **
Everyday Financial Services

****** ************ * ****** ************ *
*** ** ** ***** ** *** ****
****** ** *** ***
***************
Initial Complaint
Date:06/05/2024
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.
I was double charged on March ****, I have reached out multiple times to customer service, was told either I was wrong and I wasnt double charged, to wait for the transaction to expire, That they issued a refund on March ** but then received an email saying the refund was issued on April ***. Asked for clarification and have had radio silence. I have called and emailed a total of ** times trying to get some resolution and I still have not been refunded.
Customer Answer
Date: 06/05/2024
adding emails that show lack of response, or only replying after emailing every day. still have not heard back from shell since April **** despite reaching out numerous times.
Business Response
Date: 07/05/2024
Hi,
Good day!
We had a system issue that caused refund delay. Please be informed that I connected with the customer and confirmed that refund has been received.
Thank you!

Regards,
********
Customer Answer
Date: 14/05/2024

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.
Magically received my refund within * hours after * months of waiting

Sincerely,

*************************
Initial Complaint
Date:06/05/2024
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 purchases a car wash for ***** at Shell on April **, 2024. When I got home I could not find the car wash code on the receipt and realized my receipt was ripped at the bottom. I sent an email to Shell customer service asking for a new code. They would not provide a credit or new car wash code. Please find attached receipt and attached email response from Shell customer service.
Business Response
Date: 08/05/2024
Hi,
Good day!
Please be informed that I contacted the customer to resolve the issue.

Thanks,
********
Customer Answer
Date: 09/05/2024

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,

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

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

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Shell Canada (HO) is NOT a BBB Accredited Business.