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Business Profile

Fuel Oil

Imperial Oil Limited

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fuel Oil.

Important information

  • Customer Complaint:
    Complainants to the BBB have alleged customer dissatisfaction with the level of service provided, including issues with a general lack of acceptable customer service. The BBB has attempted to contact the business regarding the pattern of complaints that has developed, however the business has not been responsive as of today's date.

Complaints

This profile includes complaints for Imperial Oil Limited's headquarters and its corporate-owned locations. To view all corporate locations, see

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Imperial Oil Limited has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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:22/08/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 received a gift card as a gift on June 1st 2024 for $100 to use at any ESSO gas station. When I tried to use the gift card on June 27, 2024 the gift card did not work. I called the ***** Mobil customer service number on their website and explained to an associate ******* about the problem. I explained the above and that the gift card had never left my possession, and my information was taken to begin a fraud investigation. I was asked to send in a photo of the gift card (front and back) to their email address, which I did right away. I was asked on July 4th, 2024 to provide the purchase information. I had the person who gifted me the card provide their transaction information, including where it was purchased, the date, and time (these were the only identifiers requested) and I emailed this information back. On July 12th, 2024, I received the same email again, so I contacted customer service who confirmed they have the information and to ignore the email as it was sent in error, and a resolution would be available in 3-5 business days.
      I called back multiple times as there was no further communication, and after being hung up on, told I would receive a call back to no prevail, I was finally able to speak to a Supervisor who confirmed there was $100 that was fraudulently used, however the investigation department has not make that conclusion so I cannot receive a replacement. I asked for a number or to be transferred, and was refused both - I can only speak to them through email and their reply window is 3-5 business days. This issue has been going on for 8 weeks, when it should have taken 10 business days.
      I searched up the issue on ****** and found forums on ****** where there are many people who are facing the same issue. Esso gift cards are being fraudulently used and Esso is refusing to return money to the customers, or keeping investigations open for months and months.

    • Initial Complaint

      Date:20/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      ***The complaint is more on the **** head office than the specific gas station***

      I received a $50 **** gift card as a Christmas gift from a friend last December. I was then trying to use it at **** Warden station (2 Upton Rd, Scarborough, ON M1L 2B8) on Jan 2, 2023, but the POS machine couldn't read it after numerous attempts. The gas station attendant didn't seem to know what happened. I didn't know either obviously. So I had to pay by my credit card.

      I then called **** at 1-800-567-3776 on Jan 6 - a lady named ********* told me the gift card I had is among the batch of defective gift cards with only 16-digit, which should've been 19-digit. She gave me a ticket# - 6729289668 and asked me to send the picture of the gift card to the email address  and promised me they would send me a $50 e-gift card by email within 5-7 days. So I sent the picture of the gift card by email on the same day.

      Ten days passed, it's Jan 16 now, and I didn't receive any e-gift cards from **** by email. So I called **** again at 1-800-567-3776. Now they changed the story - they need the original receipt in order to process the e-gift card. I tried to explain to the lady on the phone that it's a gift card so I don't have the original receipt. It could also be re-gifted.

      The **** lady (I forgot to ask her name) insisted on the receipt. I asked to talk to a manager, and she promised me a manager would call me back within 24-72 hours.

      Today is Jan 19, and no manager from **** has ever called. No surprise here, as I figured they don't really care.

    • Initial Complaint

      Date:22/12/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 use the *** app to purchase esso gift cards during a spend $100 get $10 promotion.
      Ive gotten a total of 10 $10 gift cards. since this is electronic i have receipts for all the purchases.

      when using the speed pass app i use the $10 gc and select it as my default payment.
      I noticed that as the gas pumps and the value climbs to $6 mark the sound of the gas disappears and it feels like no gas is being sent to the car. Having said that the total still continues to climb to $10.

      I reached out and sent speed pass consumer care reference #12360999.
      They asked me for store address to conduct an investiagtion .
      The have sent me an email noting that the details of this incident to all appropriate parties in an effort to implement all necessary improvements...

      I believe that someone investigated this and concluded i was right the pumps using speed pass app are configured to stop pumping gas 4 $ before the total gc amount.

      I am looking for compensation since ive purchased a total attempted to use a total of 10 of these 10$ gc ($100) and estimate roughly to have lost $40.

      I am getting nowhere with consumer care and they are telling me to get compensation from the loyalty departement .. 551-254-7654

      i called the loyalty department and they said to get compensation from the actual gas station.

      i called the gas station and they said store manager is unavailable they couldn't give me the store managers name due to privacy concerns.

      So im getting spun in a circle...

    Imperial Oil Limited is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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