We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Gas Distributors

Petro Canada (Head Office)

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

Find a Location

Petro Canada (Head Office) has 106 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 95 total complaints in the last 3 years.
    • 45 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:25/03/2025

      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 a Petro-Canada seasonal car wash pass (** days) based on the clear advertisement on their website and gas stations, which stated that the pass could be "shared with family and friends." However, my account is now being suspended due to a policy change by Petro-Canada. Despite this change, the company has not mentioned any possibility of a ********* the suspension email, Petro-Canada included the following statement, which was not originally outlined in the terms of service at the time of purchase:"Each Digital Card may only be associated with one Petro-Points account and may only be loaded onto one device. A physical card can be added in the wallet section of the Petro-Canada app on a single mobile device and used to operate the car wash and vacuum within the app. Each Physical Card may only be loaded onto one device."This restriction was not stated in the original terms and conditions when I signed up for the pass.

      Business Response

      Date: 27/03/2025

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 27/03/2025

       
      Complaint: ********

      I am rejecting this response because:

      I understand your position, but I believe there are some issues with this statement.

      Firstly, while the advertisement was not authorized by your company, it still misled many users, especially regarding the terms presented. If the policy for the Season Pass being for single-device use was not clearly communicated in the advertisement, users might have been misinformed. Additionally, enforcing this policy strictly without considering users' actual needs and usage scenarios could negatively impact their experience. I hope your company can approach this issue with more flexibility, perhaps offering compensation or alternative solutions, rather than solely focusing on penalties.

      It also doesn't make sense that a customer is only allowed to have one mobile device and vehicle. Many users have multiple devices or vehicles for practical reasons, and limiting them to just one seems overly restrictive and not aligned with typical customer expectations. It would be more reasonable to allow flexibility in usage across devices and vehicles, as long as it's within fair usage guidelines. This could improve the overall customer experience and ensure greater satisfaction with your service.

      Sincerely,

      ****** **

    • Initial Complaint

      Date:24/03/2025

      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 been sharing my car wash card for many years. I just purchased a brand new card * days ago. They raised the prices and now I am getting an email that my card will be suspended. I called them and they said sharing of digital card is not allowed. I have been using like this for many years. If there was a policy change, they should have communicated this to me via email. If I had been informed about the policy change, I would not have bought the new card. Please refund me my money.

      Business Response

      Date: 27/03/2025

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 27/03/2025

       
      Complaint: ********

      I am rejecting this response because I have already paid for the price altough the price increased by **%. I have been using this in the same arrangement for years. I have * other people who have paid up already and we just started this card about a week ago. If they want to enforce, send out an email in advance and enforce on my next card. Not after I have already purchased a card for which everyone has already paid. This is pure ****.

      Either refund me the full amount or let this card go with a final warning.

      Sincerely,

      **** *******

    • Initial Complaint

      Date:18/03/2025

      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.
      This gas station repeatedly has one of their signs posting an incorrect rate for the price of gas. The discrepancy is usually ** cents per litre.When I ask them to honour the price posted on the sign, they refuse.Since January *, 2025 I have purchased approximately *** litres of gasoline from this station.I registered a complaint with Petro Canada on March *. The case number is *******.They have not responded.I would like Petro Canada to honour the posted price for the gas that I purchased.Petro Canada has the supporting documents

      Business Response

      Date: 01/04/2025

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 01/04/2025

       
      Better Business Bureau:

      I received a follow up from Petro Canada Head Office and they were able to get the store to resolve my complaint.

       

      Thanks,

      *****

    • Initial Complaint

      Date:14/03/2025

      Type:Billing 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.
      On March *, 2025 around *****pm at the Petro-Canada located at *********************************************, I stopped to fill up my tank. There was no notice saying the pump/auto-stopper was broken but when my tank filled, it started leaking gas all over the ground while charging me for it. I stopped it by returning the nozzle to the holder and got charged $***** total. I flagged it to the attendant inside the ******** store and they refused to acknowledge the broken pump (saying it was working fine in the morning) and refused to give me a partial refund for the wasted gas as a result of their broken pump.

      Business Response

      Date: 20/03/2025

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:10/03/2025

      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 went to the ********************************************** Canada, the pump was not working, I went inside to advise the staff and they were very rude, argued with me that the pump WAS working, no complaints all day, I asked them to come and look, nope still argued with me. Is this how Petro CANADA treats customers/Canadians???

      Business Response

      Date: 19/03/2025

      The business responded to this complaint but requested that their response not be published

    • Initial Complaint

      Date:25/02/2025

      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 purchased car wash card from Petro Canda website on January ****, 2025 for $*****.The site timeout out and I never received any car washes or card number.two weeks later I received two physical car wash cards in mail but neither works.I tried to call but disconnected after holding for hours. I called multiples since then but gave up after holding for hours.I tried online agent but they told me to email customer server. Other times they simply disconnect chat after introducing themselves.I went inside the store but clerk refused to help because I had purchased the cards online and not from the ********'s been over a month and they refuse to answer my calls, emails. They do not fix my card neither refund my ******** is unfortunate that a vendor can simply charge a customer for services or products but refused to deliver the product or even talk to customer.Please help.

      Customer Answer

      Date: 25/02/2025

      The business responded to this complaint but requested that their response not be published.

       

    • Initial Complaint

      Date:24/02/2025

      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.
      Upon use of the Petro-Points card in mid-January, I discovered that all my accumulated points had been stripped. After further investigation, I discovered that an illegal transaction that removed all accumulated points on the card took place on December **, 2024. It raised "red flags" in that the store number where the transaction took place only had three digits whereas, for years, almost all my local transactions had 5-digit store numbers. It was also the date I left the country for vacation by airplane early in the AM. Three phone calls and over six hours in queues later, I spoke with a **************** agent. He said that I would get my lost points restored but I would be assigned a new card number. To get that, I had to de-link my Triangle Rewards and provide a different e-mail address and password. Even though I stated that I have never had a physical card and used two-step verification (including facial recognition) to access my account, the agent refused to explain how the points could have been stolen and my data compromised. I was also ASSURED that my *** **** links would migrate to the new card. Fast forward to now and the discovery of three gas fill-ups with new RBC **** privileges. I discovered that the link for them was never moved at all. Through re-linking of the Triangle, I learned that the Dec. ** transaction came from a Petro-Canada location in *******. I was never in ******* on Dec. ** as mentioned. I was clearly lied to about the RBC **** Link transfer and everybody at Petro-Canada are keeping the cause of the data break and points theft a secret. Obviously, this is very disturbing situation where Petro-Canada is engaging in a serious cover-up and clearly has some serious issues with data protection.

      Business Response

      Date: 11/03/2025

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:06/02/2025

      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 received three $****** PetroCan gift cards for Christmas from my niece...purchased at a Shopper's ********* in ********** Ont. on December */24 None of the cards worked. I have a case # ********** instructed I provided photos of the front and back of the cards and receipts. I was told more than once that the photos were not received. I finally had my friend and computer expert (a retired airline pilot) assist me to make sure the photos were taken and sent properly. I have spoken to six customer service **** from *************************. To sum up, this has become a nightmare of wasted time and frustration. I simply am baffled by the inability of customer service to solve this. Mail me three new cards is what I requested. One of the ****..****** said she was going to call me back on Tuesday after we spoke. She never did. What do I do next??? Do I go to the press? ***...the **************. To whoever is reading this....what would you do? Thank you..******* *******

      Business Response

      Date: 10/02/2025

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 10/02/2025

       
      Complaint: ********

      I am rejecting this response because: Through all this form filling out....I do NOT see the resolution clearly stated online within this communication. Where does it say the PetroCanada has made an offer to solve this?  And...if they have..what is the offer?

      Sincerely,

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

      Business Response

      Date: 11/02/2025

      The business responded to this complaint but requested that their response not be published.

      Customer Answer

      Date: 11/02/2025

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:05/02/2025

      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 gifted 2 Petro-Canada gift cards for Christmas, worth $*** CAD each. The cards were not working at multiple locations, so they were returned to the place of purchase and * new cards were reissued. These cards are also not working and have not been working since I received them in December. I have reached out to **************** on multiple occasions, from phone calls, to emails and chat responses. Every time I contact customer service, I am asked to provide the same information over and over without any form of resolution. I have only received 2 email responses so far, and that is it. I was asked to provide my Petro account number to be reimbursed half the value of the cards, as I was not given the purchase receipt. Even after confirming my account number and agreeing to the reimbursement, there has not been any response whatsoever.This has been ongoing since January 4th.

      Customer Answer

      Date: 05/02/2025

      The business responded to this complaint but requested that their response not be published.

    • Initial Complaint

      Date:04/02/2025

      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.
      We filled a ***** gas container today at the Petro Canada station at ***********************************. We stopped the pump when it said ****** liters. The amount of gas in the can is clearly much lower than the ** liter **** on the container. So we paid for ****** liters but clearly did not receive even close to ** liters. Please have the appropriate people make a surprise inspection of their pumps. They are stealing from all that purchases gas at this station. When is the thievery and greed going to stop? Gas is expensive enough as it is without getting ripped off.

      Business Response

      Date: 27/02/2025

      The business responded to this complaint but requested that their response not be published.

    Petro Canada (Head Office) is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    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.