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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:12/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 4****** dollars value gift cards at this location for my friends as a gift on June **.I used my credit card and some prepaid **** cards.But 1.5 months later, my friend returned them and told me that none of them hasnt activated.I went to the location and they asked me to bring the original receipt but i kept them for a while and disposed them because I assumed she used them.So i asked them to reprint out the receipt since i have a part of records in my credit card.But the staff name ***** insisted she cannot do anything unless i bring all the original receipt.so i asked her to find my transactions using my credit card number and date.She can find all the transactions made within a certain time since I disposed al the prepaid **** card at this store.The transactions were ***** prepaid **** ***** prepaid **** ***** my credit card **** prepaid **** ***** my credit card ***** prepaid ****.But she told me she cannot find anything even my credit card statement showed their location.They can even verify through their security camera that I visited this location and full paid.And i showed it to her and she said its not for this location because it says ******** but i called shell helpdesk and they confirmed the location ****** is this location. They refused to print out the original receipt or activate them again.And she blamed me that I didnt ask them to give me balance receipt.My *** dollars are gone by this location.

      Business Response

      Date: 03/10/2022

      We have reached out to customer with ticket # *******. We have contacted the customer but he cannot present a receipt of the transaction that we can use for investigation 

    • Initial Complaint

      Date:09/08/2022

      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 gas using the Shell + app at their *********** location on June 25th between 3 and 3:30 pm. I pre authorized 100 dollars in fuel but only pumped 76. I received the balance returned to my account, but then it immediately took the money again, resulting in my paying the full 100 for the 76 in fuel. I did not receive a receipt by email for the transaction as I usually would, so I assumed the app had just experienced a malfunction. I contacted the company to alert them to this. They replied and asked for the details, then reported that they could not find a transaction for that amount on that day. I replied with a screenshot of my baking information to support my claim and reiterated the details, including that I did not receive a receipt, so it was plausible the transaction was not in their system, and requested that if this person could not assist that they escalate to someone who could. They replied to suggest that I contact my bank instead. I did contact the bank and they replied that the company needed to fix the issue. I emailed shell back to say that was what the bank had said and they essentially said sorry were not doing anything. I replied again to request that they check the cameras at their location if they didnt believe me but that I wanted my 24 dollars back. I again requested that if he could not help me that he escalate the request to someone who could. That final email was sent on July 8th without reply. I had also put in a request for a phone call but never received one.

      Business Response

      Date: 13/08/2022

      This has a corresponding ticket # ******* logged in our system and we have been contact with the customer and doing the investigation on claiming the overcharged.

      Customer Answer

      Date: 15/08/2022


      Complaint: ********

      I am rejecting this response because: the company has not resolved the problem. They just acknowledged that I have contacted them previously. I have not had a response from them re. that ticket since July 8th, so clearly no response is forthcoming. Their response up until now has been we cant find the transaction, talk to your bank. When I requested an escalation to somebody and suggested that if they didnt believe me they could check the cameras to confirm the transaction they stopped replying. So no I dont think acknowledging they have a ticket number in their system that has not been acknowledged in over a month or resolved in any way when they took money and didnt return it is an acceptable response. 

      Sincerely,

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

      Business Response

      Date: 06/09/2022

      I was able to get hold of the customer via email. He did respond to me and we agreed with the resolution.

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

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