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Initial Complaint
13/01/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Attended my local Petro Canada gas station in Dec **, 2024 to purchase my regular season pass for the winter. Spoke to the employee of Petro Canada as well as observed signage inside the store regarding the purchase of a season pass plus an added bonus of * days. Once purchased and activated I only received the ** days. Attempted to speak to a representative from Petro Canada who on * separate occasions hung up on me during the conversation when asked to speak to a supervisor. Both attempts advised they can not do anything.
Business response
14/01/2025
The business responded to this complaint but requested that their response not be published.
Customer response
14/01/2025

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
17/12/2024
Complaint Type:
Product Issues
Status:
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.
Hello,I purchased * car wash tickets from Petro Canada's online website and have yet to receive those tickets after over one month. Yet, they have charged my card and taken my money.On November **, I bought * car wash tickets for $*****. That amount has been posted to my bank account. I did not receive the tickets through email so I called their support number. They told me to wait *** days to get the tickets.I did not receive them. So I called again on Dec *. This time, the support agent told me to email them with a bank statement of the purchase made. So I emailed them the statement to confirm purchase, and they told me to wait *** business days to receive the tickets by ******** is now Dec ** and I have not received any tickets through email. I tried to call the support line again and no one has picked up in ** minutes.I find it incredibly frustrating that a they've charged my account and I have not been emailed the car wash tickets. Quite frankly, I've never heard of an email taking more than one month to arrive. The case number for my request is *******.
Business response
02/01/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
17/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Tues Nov ******* I filled my ******* tank at Petro Canada *********************************************************** and I went directly home to *********** after. I only use Petro Canada for gas. My SUV stalled and completely shutdown at a intersection on Weds Nov **, 2024 approx *** km from my house. I had to wait 40 to -50 mins for a tow to my mechanics Brakes Unlimited on *************************. Upon mechanics investigation it was found there was diesel in my gas tank. At the time was in such a panic wondering how this could happen. I found the ripped invoice for the gas fill the next morning, invoice indicated pump 8 regular. I have been to this station many times and have never had issues. It is a bigger gas station for transport trucks but they have a separate area for pumping. I have photos of the station that I took later that week.also have snapshot of gas reciept of $***** snapshot of mechanic invoice of $****** Vehicle rental of $*****. My CAA tow where by I only have so many tows per pkg. I was advised by my mechanic to fill up the next 2 tanks with premium gas which was a additional cost. I since tried regular and SUV is still running very rough and jerking into to gears. I have made several attempts to contact Petro Canada , I have emails that I can send with constant delays. Petro never asked for a sample, due to hazard waste my mechanic could not keep it in his shop However I do have the spark plugs that my nechanic said shows diesel. Petro Canada did not ask for a sample and is not aware I have the spark plugs. I have a snapshot of 3 spark plugs as well. Petro Canada must have video and could such a large corp just hide this?. I am out a significant amount of money that I was going to use for Christmas and pay monthly bills. I am a retired senior on a fixed income and the delays with no explaination or updates with any kind of resolve is frustrating.I am not techy. I tried to download pics many times, keeps saying file too big.Can I send another way?
Business response
10/01/2025
The business responded to this complaint but requested that their response not be published.
Customer response
10/01/2025

Complaint: ********
I am rejecting this response because per my email that was sent yesterday Thurs Jan *, 2025 sent to complaints @********bbb. org
Hello
Re : BBB Complaint #********
Please see the below email from Petro Canada today JAN ****** . Finally an answer after numerous emails, included asking for a supervisor's name which they PC never provided. I tried calling again and PC would not give out ******* ******** supervisor's name. It was gridlock for weeks with my Christmas money and bill payments tied up.
Please advise where I go from here?
Initially PC Petro Canada only asked for date, time and location of where I filled up on gas which ended up being Deisel despite receipt saying regular and pics of pump not even having diesel at that pump. PC Petro Canada never asked for mechanic , tow or rental vehicle invoices nor did they ask for a sample/proof . PC doesn't know I have the spark plugs which my mechanic said is proof of Diesel.
My phone call with ******** today was truly frustrating. I asked how did diesel get in my tank then?___ I mentioned my mechanic who I have had for ** years and his Dx/findings are accurate. I told ******** I had proof (spark plugs) and that kind of got her attention. She never asked what proof and I didn't share proof .She said she will ask if they signed off on my case? ******** said if they signed off on my case ,there is nothing more Petro Canada can do and no other **** to be directed too. This Jan *, 2025 email is ******** saying PC signed off.
I asked for all details on PC findings along with the summary of how they came to this conclusion with tests, inventory etc which ******** said their fuel quality specialists did. ******** was hesitant in sending anything .I said verbal means nothing to me. ******** said she would send what she could (permitted no doubt)and that there would be no outline summary ,#s or data of how they came to conclusion. A giant organization and a customer with what other recourse?
Initial Complaint
16/12/2024
Complaint Type:
Product Issues
Status:
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.
On November ** 2024 I went to Petro Canada station at ********************************************, and bought two gift cards each one for $****** . After paying for them using my credit card, I asked the cashier if what he gave me was proof of activation? he said yes, and I purchased separately $***** gas.when I needed to use the gift cards on December ** ***************************************** ******** and found out that one of the cards i previously bought has $**** balance and the other one has $****, and I did not use any of them previously which means I was subject of fraud.I attach a copy of the receipts proving the purchase and from the second gas station a proof of no balance or **** balance on the second gift card.I also went to the gas station where I bought the cards to talk to the manager first but there was no manager on site and was told that I should go back some other time, because nobody there can do anything about it but the manager or the police.please investigate this incident, and fix it the way it harmonizes with petro canada reputation.******* *********
Business response
13/01/2025
The business responded to this complaint but requested that their response not be published
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Please see attached document that is a 'diary' of sorts of everything that has happened to my Petro Canada Points account (****************). In short, Petro Canada is lax in finding my last bit of points (******) that were stolen from me and further they are lax in compensating me for the time I have spent on the phone and on email to obtain points and compensation.
Business response
10/01/2025
The business responded to this complaint but requested that their response not be published
Customer response
16/01/2025

Complaint: ********

I am rejecting this response because: They have ignored the fact that the "customer is always right" ... I am still out ****** points. The company is ignoring the fact that their systems are antiquated. The company is ignoring the fact that their customer service department is seriously lacking in skills. For me to have to go to the BBB was wrong, they should have apologized with the ****** points plus, plus and plus. While their actions is a step in the right direction, this episode has left me utterly speechless in how they have discounted my worth. And furthermore, I was told by the customer service rep that they would send my loyalty card in the mail to me....well, Canada Post has been back at work for about a month now....and I have been receiving mail, but I did not receive my loyalty card. Again, I am thankful to the BBB that you stepped in and got action within a day of me sending you my complaint (very sad that I had to do that) and I got a few things that I asked for....but I want my ****** points and I want my loyalty card (as they promised). Again, I thank you very, VERY much for your help in this matter.
Sincerely,

***** *****
Initial Complaint
07/11/2024
Complaint Type:
Customer Service Issues
Status:
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.
I went to your Petro Canada location in ***** to fill up for gas. They had someone power washing the gas pumps. I'm in the oil and gas industry and he was not following the proper safety protocol at all. He did not flag off the areas he would be spraying, did not have the appropriate work gear for the job and ended up spraying at the gas pump right beside me without warning or waiting until I had left. He splashed me with water and most likely fuel and that's an extreme hazard considering I was filling my truck up with gas. I could've ended up on fire because of these unsafe practices. I tried reaching out to you guys directly about this dangerous situation but you never got back to me and my girlfriend even tried to call you never picked up and your system even hung up on her. I want gift cards for this lack of safety protocols committed by your employee. I'm very upset. I'm willing to take this higher up if you refuse to provide me with gift cards of value.
Business response
25/11/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
05/11/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint is regarding the Petro points program. I had over * ******* Petro points stolen from my account and ********************************************* isn't doing anything about it. I keep calling and calling and all they tell me is someone is investigating. It's been over * months and still I haven't been contacted by anyone regarding my issue. I was told someone would contact me within * business days and it's been over * months now. I've been a loyal customer with this company always going out of my way to fill up at only Petro gas stations and this is the treatment I'm getting from them. Petro Case#*******
Business response
12/11/2024
"The business responded to this complaint but requested that their response not be published."
Customer response
12/11/2024

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.

Sincerely,

**** ********
Initial Complaint
15/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
For the second time in the last few years, my Petro Points have been fraudulently redeemed in another part of the counrtry.The first time, my points were refunded. Recently, I noticed a significant decrease in points. The customer service representative found a number of redemptions that could obviously not have been made by me as they seemed to have occurred in *******I was informed that it was company policy not to refund any points beyond a ** day period. I strongly disagree with this policy as it puts the responsibility on the cardholder where the true problem lies with the company not putting adequate security measures in place to protect the consumer.When asking to speak to someone else to escalate my complaint, I was simply told that anyone else would say the same thing. This poor customer service is unacceptable for a longstanding, loyal customer.I would expect, at minimum, that my points which were ************ redeemed would be returned to me. Also, the company needs to take steps in order to better protect the consumer.Thank you.
Business response
30/10/2024
The business responded to this complaint but requested that their response not be published
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June ****, 202*, I filled up my car at a Petro Canada gas station. I filled the tank completely, and everything seemed fine at first. However, on June ****, my vehicle suddenly displayed an error message: "Driving system malfunction." I took it to the **** dealership as soon as I could, which was on Tuesday, June ****, when they had their first available ************** the dealership, they ran a diagnostic check, and the cars system logged a "Fuel composition error." This explained the malfunction I had experienced. The dealership had to drain the fuel from my car, and when they did, it was clear something was wrong with the gas. It didnt look like regular gasolineit was cloudy, which indicated some sort of contamination. They had to fix the vehicle, and the total cost of repairs came to around $*****.After this, I contacted Petro Canada and reported the issue. They told me they would launch an investigation. Today, July ***, they called me back and said their investigation found nothing wrong with the gasoline. They mentioned that a fuel inspector had checked the fuel at the station on June ****, a full week after I had filled up, and found everything to be fine.This response makes no sense to me. By the time they conducted their inspection, a week had already passed, and I highly doubt they tested the same batch of fuel I had pumped. I still have the gas that the dealership removed from my car, and its obvious just by looking at it that something was mixed in with the fuel. Other people from my area experienced similar issues after filling up from this same station based on posts in our neighbourhood *************** Im reporting this because Petro Canadas investigation didnt address my issue. Their inspection was done too late, and I want to find out what was actually in the fuel I bought. I would like to have this fuel tested by someone other than Petro Canada so that I can get to the bottom of this and determine what caused the damage to my car
Business response
21/10/2024
The business responded to this complaint but requested that their response not be published
Customer response
21/10/2024

Complaint: ********

I am rejecting this response because:

Petro-Canada claims that they were, "attempting to reach out to the guest without success" is a ***. I had a ** *** ** sec call with ***** ************ on Oct ****, 2024, regarding the complaint. We also exchanged emails on October **** after I missed two calls from her while driving with two sleeping kids in the car; I promptly responded to her email asking for a copy of the invoice, which is also included in the complaint documents.

Furthermore, I reject that Petro-Canada can somehow test the same problematic gasoline that has already been sold at one of their gas stations more than * week after it was pumped into my vehicle. There were numerous people in our ******** neighbourhood group who mentioned having similar issues to mine and I had not fueled up after June **** anywhere else since I purchased a full tank. My engine indicated an issue with the "fuel composition" as per the uploaded diagnostic report from **** on June ****. I imagine it took some time for the adulterant in the fuel to enter the fuel injectors and trigger the warning from the fuel sensors on June ****, requiring me to bring the vehicle into the dealership for immediate servicing and repairs. I notified Petro-Canada about the incident on June **** after **** confirmed what the problem was. Given Petro-Canada was only aware of the complaint as of June ****, the ear***st they could have done an investigation would have been the **** and I must assume a station as busy as the one in question has several fuel deliveries every single week. The fact is, they could not test gas that was long gone. I still have fuel that was pumped from my vehicle but I am unable to find a location where it can be tested to determine what was wrong with the fuel.

It's physically impossible to test the same problematic fuel that was no longer available at the station's pumps. For this reason I reject their response.
Business response
25/10/2024
The business responded to this complaint but requested that their response not be published
Customer response
25/10/2024

Complaint: ********

I am rejecting this response because:
While their fuel specialist ******* did outline the general steps they take to investigate fuel issues, none of the questions I had were answered and the Petro-Canada customer service rep ******* stepped in whenever I asked ***** any questions, constantly repeating how busy he is and that he made time to speak with me today. For example, they said that the fuel is tested at the gas station by the gas station employees, to which I inquired "on which date did they test the fuel?". No answer was provided. They maintain that all fuel is tested at the terminal before it is transferred to the gas stations. I asked "if the fuel is consistently tested for quality issues, how is it that in the history of Petro-Canada's operations, there have been many customers with verified claims where **********************-********************** sold them bad gas?" This question was also not answered. In fact, I think the only question answered was about when the gas station received deliveries of regular grade gasoline, "June **** **** **th". Despite ******* repeated claims about how transparent they are about their investigation, they do not answer any reasonable questions and instead ***** keeps repeating "under no circumstances are we compensating you". She denies that any other customers experienced issues even though numerous members of our online neighbourhood ******** group shared similar posts about vehicle issues after filling up at the same station around the same date as me. I have attached a screenshot of my post with comments from other group members confirming they had issues after filling up from the same station on June ****.
Sincerely,

****** Shafro
Initial Complaint
18/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Petro-Canada in store advertised a promotion for buying $** Sobeys gift cards with an offer for a $** Petro-Canada Bonus eGift Card for every $** Sobeys gift card purchased (a photo of this promotion is attached).---On 2024-****** I purchased 6 of these gift cards, expecting to be able to claim the bonus gift card. The bonus gift card requires going to *************** and scanning the gift card barcode. However, when I attempt to claim by bonus gift card, I get a message saying that "This product is inactive. Please contact the merchant for help." (a screenshot containing this information is attached). Thus, I am unable to claim the promised ***** = $** of bonus Petro-Canada gift cards.---I returned to the store I purchased them from, but the cashier refused to be of any assistance despite there being only ~** minutes between my purchase and returning to the store after discovering the issue. This store the Petro-Canada at ****************************************************************. I have been a very happy frequent customer of **********************-********************** in the past, and thus is am very disappointed in their inability to resolve this problem.---It also appears that the gift card numbers on the receipt do not match the gift card numbers on the cards I received. Fortunately, Sobeys does see them as activated with the correct balance. I've included a photo of the purchase receipt as well as the gift card barcodes. I did not include photos of the cards themselves as they have a balance on them, but they can be provided on request if necessary.---For resolution, I would like to request the $** worth of bonus Petro-Canada gift cards promised by the promotion that I am unable to claim (or fixing the *************** website to allow me to claim the gift cards as intended). Thank you.
Business response
07/10/2024
The business responded to this complaint but requested that their response not be published
Customer response
07/10/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.

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