Complaints

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

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• 

  Shell Canada (HO)

  PO Box 100 Station M Calgary, AB T2P 2H5

• 

  Shell Canada (HO)

  12445 Lake Fraser Drive SE, #700 Calgary, AB T2J 7A4

• 

  Shell Canada (HO)

  580 Acadia Drive SE Calgary, AB T2J 0B6

• 

  Shell Canada (HO)

  Box 9, 224 2 Avenue West Cochrane, AB T4C 1A4

• 

  Shell Canada

  22940 Westminster Hwy Richmond, BC V6V 1B7

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: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.

  On ******* **** **, I was at the Shell station (********** location) and purchased gas. The receipt indicates that I purchased 58 L. My car only has a 50 L tank and my gas gauge indicates the amount of gas filled my take to 3/4 of a tank ( I have pictures and the receipt) There is a large discrepancy here. I reached out to Shell directly, who indicated that they did an investigation, and there is nothing wrong with their pumps, however I paid ***$ for gas, the pump and receipt indicated my car took 58 litres which is 8 litres more than my tanks capacity and on top of that my tank read not even full but filled only to 3/4 of the tanks capacity. There was not an overage of gas on the ground the store has cameras and can prove that.Someone is not being truthful and I have photos and a receipt to prove its not me. I ****** *** **** ***** ****** **** **** ****** *** ** *** **** *** *** **** ** *** * ** ******** ***. ************* * ******* * **** **** ***** ****** *** ** *** ***** ** * ** *** ** *** *** *********

  Business Response

  Date: 10/08/2023

  Hi Team,

  We have created a ticket for this (*******) and I will reply to customer directly.

  Customer Answer

  Date: 15/08/2023

  I heard back from Shell and once I receive my ** **** **** I will then close the complaint. I will update you as soon as it is received

  Customer Answer

  Date: 19/08/2023

   
  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.
  * **** **** *** **** ******** ** *** ****** ** ***. This gift card has not been used at this point however, going to trust that the company would ***** the amount written on the card, therefore I accept this resolution
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/06/2023

  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 have at least 3 prepaid washes on my ******** card however the service station manager says my card expired- how do I get credit for the washes? the card # is ************

  Business Response

  Date: 26/06/2023

  Dear **************,

  Please be informed that your card did expired, see the table below: Thus I have reactivated it again so you can still avail of the remaining washes. Take note as well that I have added 1 additional wash for the reload-- you have now total of 4 washes available ready for use.

  May **, ****  Reload
  May **, ****  Expired

  June **, **** Reactivated 

  June **, **** --Expiry date

  This is a one-time ***** of reactivation hoping that you can use the 4 remaining washes for another year span.

  Please do let us know if your need help by calling our **************** Hotline 

  With much regards,

  ****** ***** 
  
   

  Customer Answer

  Date: 27/06/2023

  
  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:29/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 location has been open for over a year now and still does not have pricing on 90% of the items in the store.I have asked many times when pricing will be available for the customers to see and I keep getting Ill tell my managerI have written to head office and they asked to the store to have pricing on all things before the end of 2022.We are now at the end of May.When I go and inquire what price something is the cashier will give me a price and it always rings in higher.Each time my kids go in to try to buy something its never the same price.I have gotten gas and the price indicated on the large sign is sometimes lower than what is listed on the pump.Could someone please looking into this location? It is the Shell gas station located on ****************************************************************************Thank you *******************************

  Business Response

  Date: 30/05/2023

   

  Hi Team,

  This has an existing ticket on our end Ticket #  *******. ******, after investigation I will reach out to the customer directly.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair 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 a car wash using Shell app. When I tried using it at the South location, the car wash door opened and I drove in but it did not activate. I called the store attached to it to help from inside the car wash and manually activate it but they refused. The time elapsed and the exit door opened without washing my car. I went inside the store and the guy at the store told me the App does not work at that location and refused to manually activate it when I showed my purchase in the App. I called the Shell customer service many times in this regard and they only keep opening a new case# rather than helping me. They have emailed me to go back to the store and settle it there. The store has openly refused it and asked me to buy a new car wash. When I asked Shell customer service to let me talk to a supervisor they hang up on me every time. This is fraudulent to lure people to go to a car wash which clearly is non-operational and store informs you that up front but Shell customer service just hangs up on you without providing any refund or reactivating the car wash.

  Customer Answer

  Date: 04/04/2023

  I have added the Shell app and also the screenshot of my purchase. I have also attached the email response from shell where acknowledging for having multiple cases for the same issue. They are the one who keep opening new case rather Han solving it.

  Business Response

  Date: 04/04/2023

  Tell us why here...

  THere is an existing ticket # #******* -- I will be the one to get in touch with the customer

  Customer Answer

  Date: 04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me as long as they follow up on it.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:14/02/2023

  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.

  On Feb8, 2023, i purchased 2 packs of smoke at $33.89 with debit card. ***** said it did not go thru but my bank was showing its been paid. They were asking me to pay again and told me first transaction will be reversed. I paid again and waited few days for first transaction to be reversed. I went back to store on Feb ******************************* $33.89 as it did not get reversed. But they are not paying me back and i am not hearing from store manager.This is a **** i feel like. Not much in dollar value but this is not right. Why customer has to pay twice and go thru this hassle when store is not doing anything about it

  Business Response

  Date: 27/02/2023

  Hi Team,

  There is a closed ticket under this case (Ticket # *******). Customer called to us **************** and on that same day we raised a card dispute on his behalf. The Cards Team Feb 17 and confirmed that it will be for processing of refund. Conservatively, it will take 15 days after it was investigated and confirmed valid for refund. We did inform the customer to wait for the days of the refund.

• Initial Complaint

  Date:16/01/2023

  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.

  On December 29, 2022. at 14:38, I bouget oil and washer fluid for my car at the ********** Shell station. Transaction number *******. As I was living the station he informed me that my card did not go through so I taped it a second time, but now I was actually double charged. I showed the clerk that I was double on my cell phone, but he would not refund the money. He said that I would have to call the number ************** to get a refund. I called the number as soon as I got in my car, and they looked into it. It is two weeks later and they have still not refunded me $16.62. Shell only says in a email it will take 7 - 15 days to see a refund. I do not really find this amount of time acceptable, as it is extremally poor customer service.

  Business Response

  Date: 03/02/2023

  Hi Team,

  This has been closed as the customers refund has been arranged via his bank

• Initial Complaint

  Date:21/12/2022

  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 mischarged on a transaction at one of your locations on Sunday December 4th, 2022. I did not purchase/prepay for $15 of gas. ******** is photo of the license of rental car I was using along with my receipt. You can check your footage (which indicates date, time location). I did not get any gas and only bought the pack of gum.I only stopped at that location to go to ************* and then also bought a pack of gum from your counter prior to going to my Grandmother's visitation services just down the street.*************************************************************************** My Scotiabank ********** end **** was charged $15 for gas which I did not get. Its coming up Scotiabank ********** end **** on the receipt as I used my Card on Apple Pay.I tried to reach out to Shell to through generalpublicenquiries-***************************** to rectify this request (*******). They were of little help and I feel like I am being called a liar over $15.I Spoke with my Credit Card Providers Disputes and ***************** They are unable to do anything with this and encouraged me to escalate this matter Shell. I will be mailing a letter to Shells ********************* as well as initiating a Better Business Bureau complaint. Its only 15 bucks but on principle alone I will not let this go. You have the means to check the security footage. I did not make this purchase. Why would I prepay at cash register in the station for $15 gas? Why wouldnt I just pay at the pump? Your attendant either made an honest error or he himself is **********.I pulled into a parking spot in the front of that location strictly for ************* and afterwards I bought a pack of gum from the Shell Register. You should be able to tell from info on the receipt that I used the terminal inside the station at the counter to pay for this gum. Again, I only purchased Gum. Your attendant mischarged me for $15 gas which firstly I did not ask for and secondly, I did not receive.

  Business Response

  Date: 05/01/2023

  Hi Team,

  There has been a case (Ticket # *******) for this. We are in contact directly with customer and still under investigation. I will directly reply to customer for the resolution once it is available.

• Initial Complaint

  Date:28/11/2022

  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 purchased a Shell Car Wash flex pass for 5 car washes. I used one the Day I purchased it October 5th 2022 and one yesterday Nov 23rd. When I check my balance after loading the shell car wash App I could see two other transaction done against my car wash token pass that are not mine. I am the only one who drives my vehicle and the only one who has access to the pass. The two other charges were done obviously without my card somehow at the car washes. One was done 25miles away from my home and the other one was done at 7am in the morning a few days later. I never leave the house before 10am. I have been emailing with Shell "Customer Support" the last few days and basically they say the charges seem fine because they were done in the city I live and one was actually done at the station I bought the prepaid card from. They don't want to correct or admit that the problem with their system is using up my washes.

  Business Response

  Date: 28/11/2022

  It has an existing ticket and I am currently handling the complaint -- #******* 

  Awaiting for customer's response

• Initial Complaint

  Date:14/10/2022

  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.

  I made a purchase for $***** at this business on October **** at approximately * pm .I used interact tap and observed the message approved on the screen. At this point the teller asked if I wanted a receipt and I declined. She then had a problem with the till and said my card didn't go through, I said that it had as I observed the message approved. Another employee then approached and I told her what happened and she said that the purchase had not gone through. What she was looking at was the second time the teller had entered the purchase. She cancelled that transaction and I was frustrated and left to purchase at a different store.I checked my bank statement in the evening and it showed a purchase for $***** on the **** of October at that location. I then returned to the shell and showed them the bank statement with the charge highlighted. They reviewed it and said the charge had been cancelled and I needed to wait 3 days to see it reflected in the bank statement. They did not cancel it and I am out the $*****.I am a customer of this store and have been for over ten years multiple times per week. This is the first time I've had a problem here.I'm am very disappointed in the complete disrespect and insinuation that I was in some way trying to de***** them of this purchase. If the BBB can not resolve this I guess I'll have to seek legal counsel and the courts to decide this issue. Sincerely, *********************

  Business Response

  Date: 07/11/2022

  I have emailed the complainant directly -- and I will provide the ticket number on this case as soon as I get a reply from complainant. This is need an investigation. 

  Customer Answer

  Date: 09/11/2022

   
  Complaint: ********
  
  I am rejecting this response because:they did nothing to resolve this matter.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 13/12/2022

  Tell us why here..

   

  Hi Team,

   

  I have an email confirming that the complaint is ok to receive a goodwill in a form of gift card.

  Sharing the email that he respond to me:

  Dear *************,
  
  Thank you for confirming. I will go ahead and send your gift card for goodwill.
  Please expect 12 business days after we have provided your data information to our third-party courier.
  
  Regards,
  ****** *****
  Customer Success Lead GP
  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: ******************************************************
  
  
  
  From: ********************* <*******************>
  Sent: Saturday, December **, 2022 **** **
  To: *****, ****** * ************** <********************************************>
  Subject: Re: BBB: Complaint ID: ********
  
  Think Secure. This email is from an external source.
  I received the product I originally purchased after six days and a hours of
  Persuading the store owner or manager. 
  He was quite rude and seemed very amused by my situation... 
  If you feel I deserve a gift card for my trouble I give you my permission to use my personal information for this purpose. 
  
  Sincerely, 
  *********************;

   

• Initial Complaint

  Date:15/09/2022

  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.

  Shell Canada has been offering 3 cents off a litre of gas in their gas stations in ******* by using *** card. Twice now I have gone to fill up gas to find that their *** option is not working, I used different gas stations and the situation was the same. When I enquired about the problem the attendant said that Shell *********** informed them that the *** card is not working. That is totally unacceptable, they either honor their deal with *** and have it working or opt out and not fool customers in believing that they are getting money back especially when the gas prices are so high. I would like to be contacted by Shell *********** *** * ****** ** ** ****** *** ** *********

  Business Response

  Date: 03/10/2022

  This has been resolved directly to the complainant with Ticket # *******

  Customer Answer

  Date: 05/10/2022

  
  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,
  
  *************************