Complaints

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

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

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• 

  Petro Canada (Head Office)

  PO Box 2844 150 6 Ave SW Calgary, AB T2P 3Y7

  
• 

  Petro Canada

  5111 Grant McConachie Way Richmond, BC V7B 0A4

• 

  Petro Canada Surfside Gas Bar

  1490 Marine Dr West Vancouver, BC V7T 1B7

• 

  Petro Canada

  11991 Steveston Hwy Richmond, BC V7A 1N8

• 

  Petro Canada

  15211 Fraser Hwy Surrey, BC V3R 3P3

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:07/11/2023

  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.

  On Sunday October **/2023 I purchased a Petro Canada gift card for $***. On either Tue/Wed Oct **/Nov * I checked on petro Canada website to see the transaction went through. The card showed balance of $***. So I removed the card from the plastic holder/hanger it was attached to and shredded it. On Fri Nov * I went to Petro Canada and when I swiped the card to pay for my $*** purchase the cashier said the card only had 10 cents on it. I was shocked and stressed to say the least. So I paid the balance of my purchase via cc for $******. When I got home I called Petros customer service line and explained the details. The rep *** said to send in photo of front/back of card and receipt and purchase details. She told me the card was used on Thu Nov * but she couldnt tell me where. I said how could that be I have the physical card. It was not used until Friday. She told me not to worry they would investigate. Countless emails and 5 reps later they refuse to refund me the $***** that I am out. They want the plastic piece the card was attached to. I told them it was shredded and who keeps that anyway. I sent them the pics of card, receipt, activation slip and other details. They wont tell me where the card was used and how it could be used since it has never left my possession. They say can only offer me half of the value of the card so $**. I dont feel this is fair, thus is some sort of fraud and I want to be reimbursed for the $***** I am out. I paid $*** and I got ** cents. It has been terribly stressful trying to deal with them. They will not answer my question about where the card was used and how? I want my money in full and feel I should be fully compensated for this gift card fraud. Please any help wouldve appreciated. Thank you.

  Business Response

  Date: 07/11/2023

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

  Customer Answer

  Date: 07/11/2023

   
  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:27/10/2023

  Type:Customer Service 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 go in to the Petro Canada at garden and ************** in ****** and I was told that they don't allow service dogs by the older man employee I have educated him on the law in ******* but he is refusing me entry because I require my service dog.

  Business Response

  Date: 08/11/2023

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

• Initial Complaint

  Date:16/10/2023

  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.

  Oct *** 2023 my tesla y was damaged by an automated brush car wash at an independently owned petro canada outlet.I filled out their incident report and never heard back from them. I had the damage caused by their car wash repaired and it's become obvious they have no desire to pay for damages. Before I add more info, I'd like to know if bbb gets involved with this situation.Please advise *****************************

  Business Response

  Date: 30/10/2023

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

  Customer Answer

  Date: 30/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: The manager is lying about telling me my service manual says I should not go through touch car wash.He checked my service manual, couldn't find anything relating to car wash  so he didn't say anything at all.  Also lying about the car wash not damaging my tesla. This vehicle is worth slightly under $********** tax included. My integrity is being questioned here. I filled out an incident report immediately after the incident. If one looks at ****** and yelp reviews they'll see a minumum of * vehicles damaged by this car wash. Each one complaining refusal to acknowledge blame or compensation by this *******************. I'm surprised petro canada tolerates this behaviour.. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:25/09/2023

  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.

  I purchased a season carwash pass on March **, 2023. It's a 3 month pass and it does not start counting down until your first wash. I waited a few months to start using it. Probably June sometime. I used it a few weeks and then their system was hacked. So, I couldn't used it at all and I lost the physical card. The hassled me about not having proof and that they need a receipt. I finally found the receipt to Sept ** after being on the phone with them many hours prior. They only offered me ** day extension. This is rediculous. Their system was down over * months, I had lost my card, they were not answering the phone for those two months, I finally found the receipt and they now want to only give me ** days. Unacceptable. My neighour got a * month extension. That's the minimum I would accept for all the hassle and their system issues.

  Business Response

  Date: 05/10/2023

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

• Initial Complaint

  Date:22/09/2023

  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.

  I was given a gift card for $** by a family member for Petro Canada on June **** 2023. I have been unable to use the card ever, since the now known issue of Petro Canada's system foing down. The card was as I have been told, unable to be verified as I did not have the receipt, or the activation strip. I was able to provide the card number, when and where the card was bought to their customer service but it has been up too this week before they were able to do anything to help me. I was told this week to make an account with ********************************************* so they could give me the equivalent points value for the card. I did so, and they added the points. I tried to redeem the points at my local Petro Canada and was told the account was not allowed to redeem points.I am extremely upset with how ***** Canada has handled this, the wait time, and now the apparent inability for even their fix to be used.I tried calling but call center closes after I'm done work, I try leaving feedback in their website and it won't let me hit submit, even with all fields filled properly.The only contact that seems to work, albiet at a snail's pace with days to up to weeks wait is ******* or now "X"I have attached photos of the gift card, the account I was told to make, and the conversation with the company.

  Business Response

  Date: 05/10/2023

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

• Initial Complaint

  Date:23/08/2023

  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.

  Hi I was inconvenienced for over * weeks of car wash pass not working and when I called today for inconvenience and to get days added was told to call back and given reference number *******. I requested to speak to a manager and she kept insisting to call back and hanged up the line when it was * pm. I was on hold for a hour to get through. I tried calling back but they were closed!!!This is totally unacceptable! I was inconvenienced for * weeks.

  Business Response

  Date: 07/09/2023

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

• Initial Complaint

  Date:14/08/2023

  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.

  I have am issue with trying to cash in my petro points with petro canada. Which is ******* points which breaks down to $*** *hat I have if I can use my points I have been trying for over * months to cash in.They say they have a cyber atrack issue since June */23 and have stop the use of redeeming your points until the issue has been resolved. But you can still use your card to collect points.Should the cyber attack have the same issue when using your card to collect points. That don't make sense that you can use your card to collect but you can't use it to redeem your points. I am at my **** end now calling there and getting the same response that they don't have a time frame on when the issue will be resolved. I have stopped going to Petro canada for the reason of collecting points and not able to redeem them. Petro canada is ripping off customers who have a petro points account. My ******* points account is the result of me collecting points for over 10 years and now I can't use them. Before this cyber attack I was using my points for Egift cards. I assume Petro canada don't want customers to use their points for Egifts card that is costing them money which affects their profits. Is there some way you can help me and other customers are able to redeem our points . Thanks ***********************

  Customer Answer

  Date: 14/08/2023

  I want petro canada to allow me to redeem  my petro points ******* 

  Business Response

  Date: 30/08/2023

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

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair 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 tried to reach the business that I have ** car washes on my account that I have been unable to access due to this cybersecurity issue. These are not being honoured yet I have the receipts of purchase. I am unable to establish any communication via phone. Live chat, email or ********* I have asked for a refund of that purchase, since the app is still not accessible, and I have incurred additional costs purchasing washes elsewhere. The business has received my money and not delivering the service I purchased.

  Business Response

  Date: 30/08/2023

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

• 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.

  I have brought the petro canada wash & go card. As per the advertisement I load that card on petro canada mobile app for convenience. I have through the physical card as usual as I have the same information loaded on mobile app. Now the perto canada app is down for last 2 months. I still have those wash remaining which I have already paid for it & cant use it now. I have tried to contact their customer service so that I can get back a physical card so that I can use those washes. But they are unable to provide that. Also they suggest to buy new one. So this company is holding my money & not giving me the service . Also they are refusing to do any refund.

  Customer Answer

  Date: 10/08/2023

  I do not have the perto canada wash & go card no. as that card is stored in petro canada app. As I am unable to log in in perto canada app due to their system issue. I cant get the card no. I have my petro point card no. which is ***************, which is associate with my perto canada profile.

  Business Response

  Date: 30/08/2023

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

  Customer Answer

  Date: 30/08/2023

   
  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.
  
  Sincerely,
  
  Khan ***************************

• Initial Complaint

  Date:08/08/2023

  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.

  My car seasonal wash card decided to stop working 3 weeks ago while the app is not working. I have called multiple times to customer service and no one can resolve it. Its extremely frustrating to pay for a service that isnt working for 3 weeks. I want a full refund for the unacceptable service. There is no help what so ever from customer service or the store employees. I have tried multiple locations to replace my card and no help. I have spent over **** for the service. They can check and see when it was last time used. Over 3 weeks of no service that it was paid for.

  Business Response

  Date: 10/08/2023

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

  Customer Answer

  Date: 10/08/2023

  An agent have contacted me via phone yesterday. * *** *********** **** *** **** ****** *** **** ** ****** ** **. I am satisfied with the resolution. Thank you for all your help.