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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

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Shell Canada (HO) has 40 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/04/2024

      Type:Billing 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.
      Shell,I am writing to express my concern regarding an issue with my recent fuel purchase and the corresponding air miles reward. On February ** 2024, I refueled my vehicle with **** liters of bronze regular fuel at a total cost of $**. To maximize the benefits, I utilized $** through my airmiles, aiming to qualify for the ** air miles bonus along with a ** multiplier. Based on this transaction, I anticipated earning ** air miles. ************** I have not received any points for this transaction.I have already attempted to resolve this matter by contacting your customer service on April ***, providing my identification, a screenshot of the transaction, and my airmiles account number ***************, but I have not yet received a satisfacotry response.I kindly request an immediate review of my account and the crediting of the ** air miles I am due. Your prompt attention to this matter would be greatly appreciated.Thank you for your assistance.Best regards,*****

      Business Response

      Date: 10/04/2024

      Hi, 

      Good day!

      Please be informed that I connected with the customer and was able to resolve his concern. 

       

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number: ************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

       

      Customer Answer

      Date: 10/04/2024

      Received resolution from company 

    • Initial Complaint

      Date:02/04/2024

      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 have a charge on my **** card from Shell Canada on *************** in ***********, ***********, for $******, on November **, 2023. I drive a small car that cannot fit $** of gas in the tank. I never buy anything inside the store itself, so this is a rather big mistake. I contacted *** upon noticing the charge, but as I had only just noticed as I was reviewing statements for tax purposes, I was one week too late to dispute the charge, and they sent me to the BBB. Please help to resolve this.

      Business Response

      Date: 02/04/2024

      Hi, 

      Good day! 

      Please be informed that we created a new ticket for the customer complaint - *******. We will directly contact the customer to resolve the issue.

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number:************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy - Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers,Suppliers and ****************** please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

       

    • Initial Complaint

      Date:25/03/2024

      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.
      Hi I was trying to buy a single car wash but by mistake I bought ** car washes from Shell's Mobile APP. right away I contacted the Shell support. after few days they told me it is non refundable.It doesn't say anywhere in their app that washes are non refundable.I am uploading screenshots from the app and email receipt.looking forward to hear from you soon.regards *******************************

      Business Response

      Date: 25/03/2024

      Hi, 

      Good day!

      We will connect with the customer on this case and will provide resolution on the issue. 

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number: ************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

      Customer Answer

      Date: 25/03/2024

       
      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.

      I received an email stating they will refund the money. Hopefully they will follow through. 

      Sincerely,

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

    • Initial Complaint

      Date:08/03/2024

      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.
      On August ***, 2023, through the Shell App, I purchased a Single Ultimate Wash. When I went to redeem it, I realized it had expired on January *** of 2024. I asked the attendant inside if they could reissue it, and the attendant refused, telling me that I would have to deal with customer service. I left without purchasing a new one. On February ***, 2024, I initially e-mailed the company with my request and a screenshot, and received an automated response that my request was received. After two weeks of no response, I emailed the company again on February ****, and still havent heard back as of March ***. The money I paid didnt expire, nor was returned to me, so why should a service I paid for expire? Secondly, is it too difficult to reply to an email within an entire month? I might seem upset but as long as the car wash is reissued and ** told why my email wasnt replied to, (it could be on my end,) Ill be happy.

      Business Response

      Date: 11/03/2024

      Hi, 

      Good day! 

       

      Please be informed that we have an existing ticket for this case, and I will connect the customer to resolve the issue.

       

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number: ************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

      Business Response

      Date: 13/03/2024

      Hi, 

      We have contacted the customer on his concern, and we were able to resolve it on our end. 

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: generalpublicenquiries-*****************************
      Toll Free Number:************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy - Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ****************** please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

       

      Customer Answer

      Date: 13/03/2024

       
      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. While the e-mails I initially sent seemingly weren't answered, I was contacted by ******************** and was apologized to, while simultaneously was reissued a car wash code. This is exactly what I was hoping for, and am very satisfied. I am only saddened that it took escalating to this level in order to get a response, but I am overall grateful for the help. 

      Sincerely,

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

    • Initial Complaint

      Date:23/02/2024

      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.
      At ****1pm on Friday, February ** 2024, I bought $** worth of gas at the pump at ****************************************************. At **:****, my car broke down at ********************************************** *km away. I called my brother first at *****pm to try boosting the car then called CAA at *****pm. The attached letter from CAA confirms time and location. ****, the CAA agent suspected the gas I bought was contaminated. His number is ************. You can contact him for confirmation if needed. My car was towed home as it was the family day weekend and the mechanic shop would be closed till Tuesday. This meant I did not have a car for almost * days. I called CAA on Tuesday morning to get the car towed from my house to the mechanic (again CAA letter confirms time and location). The car was fixed on Wednesday. I was charged $******** for the repairs and was told by the mechanic that the gas I bought at Shell was indeed contaminated, leading to the entire fuel pump system having to be replaced. I have attached the invoice with the mechanics report and receipt for payment of the repairs. I was advised by the mechanic to contact shell right away for a refund.

      Customer Answer

      Date: 23/02/2024

      Attached is the receipt confirming payment of repair costs and also attached is the invoice with the mechanics report highlighted.

      Business Response

      Date: 23/02/2024

      Hi, 

       

      Good day! 

      Please be informed that I contacted the customer to get more details on the incident. Once details are complete, Shell insurance company will assist the customer on the fuel contamination complaint. 

       

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number: ************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

    • Initial Complaint

      Date:23/02/2024

      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.
      I was given a flex pass car wash for ** washes ($******) as a gift from my daughter.There a * remaining washes left. When I went to use it I was informed by staff that the card had expired. My daughter was not aware of this when she purchased the pass. I as well was not aware. I am requesting my card be reactivated (#************) as it clearly states in the Consumer Protection Act that all restrictions and conditions must be stated in clear and visible writing.

    • Initial Complaint

      Date:20/02/2024

      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.
      In February 2024, i tried to use * car washes I had purchased through the Shell App. When I noticed they disappeared from my App I called customer service and spoke to *****, Customer Success Specialist, *******************************************. He refused to transfer me to a Manager and repeadly spoke over me and did not listen to my request to speak to a Supervisor. I then emailed customer service, he again refused my request to speak to a Manager AND he didnt even read my email because his response indicated I had purchased a pass which has a yearly expiry. I never purchased any pass. I simply purchased * car washes individually. He didn't actually read my email, he just repeated the same thing that he will not give me my money back nor will he give me a code so I can have a new car wash even though these are Services I paid for.This individual should be retrained and I want my money back as it is ***** to take my money and not provide service. Money does not expire under ******* law. Further, I do not want a Code anymore, I do not want to use Shell ever again.

      Customer Answer

      Date: 20/02/2024

      I added my last name  

      Customer Answer

      Date: 21/02/2024

      My last name is ******. 

      Business Response

      Date: 21/02/2024

      Hi, 

      Good day! 

      Please be informed that I will be connecting with the customer on this case, we have tickets regarding this issue.

       

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number: ************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

    • Initial Complaint

      Date:14/02/2024

      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.
      I purchased a SHELL gift card for the amount of $****** for a Christmas gift. I mailed the gift card to my ** year old ****** who lives in ********************* **. My **** tried to use this gift card to pay for her fuel purchase and it was declined. She was both confused and upset because it didn't work. She returned to the SHELL gas station the next day with the receipt and they informed her the card was never activated. Her daughter drove from our of town to pick up the card and receipt, made a photo copy of it then sent it back to me by mail.I went into the SHELL station (where I purchased the gift card) and stated I wanted a refund. I said I no longer wanted to deal with any gift cards, and requested the $****** refund.I was told the gift card was a final sale, and because it was purchased in 2023, there was nothing they could do.(The gift card was purchased Decembe* ** 2023)After a lengthy run around, I was able to speak to the Manager. He then put it back onto SHELL Canada and said he would make some phone calls and get back to me.(This was Thursday February ***)The Manager called me Friday to say he had placed * phone calls and was awaiting an answer back. No reply since Friday.So today I called Shell Canada and issued a complaint. He said it may be possible to issue a gift card but he would have to follow up with the Shell station the card was purchased from.I again stated I was not interested in a gift card, I simply want my money back. To which he assured me he would call me when he had an answer.I am ********** and just want my money back. Can you please help me?

      Business Response

      Date: 14/02/2024

      Hi, 

       

      Good day! 

      Please be informed that we already reached out to the customer to assist her with the concern and waiting for the customer to provide our requirements to resolve the issue.

       

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number: ************** (6am - 6pm MST)

      IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
      If you have received this email in error please notify to above mentioned Email address and delete this email from your system

      DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.

      Read and comply with Shells Data Privacy Policy: here
      Report Data Privacy incidents to the Shell Global Helpline: here
      Contact the ** DP Email Address: ******************************************************

    • Initial Complaint

      Date:02/02/2024

      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.
      I've been a Shell Carwash customer since ************************************************************************************************************ 2022. During that year my account stopped working for both my card and in the app. I still had ** washes remaining on my card. I inquired at the station, they told me there was nothing they could do and that I should call the ***** number. I finally got around to calling and the reps that I talked to told me there is nothing they can do because my card has expired. As pictured my card DOES NOT have an expiration date on it. Also, at the initial time of purchase and when I reloaded my card I was told by the station attendant that the car washes explicitly DO NOT expire. All I am looking for is to be able to use the remaining ** ultimate washes that I paid for.

      Business Response

      Date: 02/02/2024

      Hi, 

      Good day! 

      Please be informed that we have an open ticket for this case - #*******. We will work on with the customer to resolve the issue.

       

      Thank you!

      Regards,

      ********************
      Customer Success Lead
      ******************************************* Customer Operations General Public
      Email Address: ****************************************************
      Toll Free Number: ************** (6am - 6pm MST)

      Customer Answer

      Date: 06/02/2024

       
      Complaint: ********

      I am rejecting this response because I have recieved no further communication from anyone at Shell customer service. It does not appear that they are taking any action to resolve this situation.

      Sincerely,

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

    • Initial Complaint

      Date:15/09/2023

      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.
      Terrible customer service.I accidentally purchased a "car wash" at one pump when I gassed up in ******* for a rental car. Who even puts car wash at the start as an option?!?Spoke to Shell attendant and customer care, didn't accomodate for a refund. Moreover, at the very least, provide a replacement code so I can use it in *******.Dissatisfied and will never gas up here or use their facilities again!

      Customer Answer

      Date: 15/09/2023

      As requested.

      Receipt attached 

      Business Response

      Date: 26/09/2023

      The customer had reported the incident to CSC with case # #******* and has been closed will try to email the customer directly.

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