Complaints

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:17/03/2025

  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.

  During the holidays Parkland was running a promotion at their gas stations spend $200 in gift card get 900 Journie Points. I bought the card and didn't get the points. So I contacted their support and they said I didn't meet the deadline as the card was supposed to be purchased before December 24th and I bought it on the 25th. After multiple back and forth, I was told an exception will be made (See Jinit reply below) but no points were added so I contacted them again and now they flipped the script saying they won't add the points. Ever since, it's a constant back and forth I have supplied them all the relevant info such as the receipts, pictures of the promo ad, and the gas station details. I feel this is truly a bad judgement as they're not keeping their word. I'm simple asking for what I was promised and nothing more.--------------------------------------------------------------------------------------------------------------------------------------------We have opened Ticket #: 250102-37JEQ to have our specialists review your account and make one-time exception.Regards,Jinit Journie Rewards ************** *********************** **************

  Business Response

  Date: 18/03/2025

  On Mar 18, 2025 our Journie Customer Support Team spoke with ***** to offer our apology and adjusted 1100 points to account for his purchase/participation.  ***** was satisfy with decision and outcome.

• Initial Complaint

  Date:09/01/2025

  Type:Billing 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.

  Parkland fuels was bought out by ********* account from ******************** has a credit of $1351.92 + $ 240 payment that was withdrawn from my account on December 2nd which should not have been taken out of my account as an email from Avenir stated that they would not be taking a December payment but would instead be raising the amount from $240-$270/month to make up for December payment. Meanwhile I have had propane fill up of $651 but have not had any pre-authorized payments removed from my bank account for propane or equipment financing.I have been in contact with both Parkland and Avenir multiple times since December 2nd with reassurance each time that it would be rectified. It has not and I cannot get an answer as each company claims the other is responsible. Can you please call me if you are able to assist in this matter.

  Business Response

  Date: 22/01/2025

  Our team is currently looking deeper into this and working with ************* to find a solution for the customer.

  Customer Answer

  Date: 23/01/2025

   
  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

  Date:05/09/2024

  Type:Billing 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.

  Due to Parkland's invoice printing error, I missed a $363.29 payment from June. The **** attached will show that as per their documentation, my account has been paid in full the past 2 billing cycles (July and August 2024). They contacted me last week, to which I agreed to pay the extra amount "once I have received an invoice reflecting the amount owing". Earlier today they emailed me (attached) that they are suspending my account and have drafted a Demand Notice as the amount is "Beyond 30 days late" (even though they only brought THEIR error to my attention last week.) Later the same day (04-Sep-24) they sent the invoice which I had requested last week, which I paid in full within the hour of receipt (also attached). Being that they caused the error more than 30 days ago, and only informed me of it 2 weeks ago, this should NOT go against my credit score as a late payment.*all attached invoices will show that I have paid all amounts showing in full for the previous 2 billing cycles before they brought this to my attention. During a phone call with *** ***, he informed me their system "glitched" resulting in the amount in question to be omitted from July's invoice.

  Business Response

  Date: 13/09/2024

  As a responsible corporate business and partner to our customers, ******************** has always and will continue to keep its customers informed when the company encounter billing anomalies, as was the case with its customer Imocs ********************** As such, Parkland has sent out emails on two different occasions over the last months to all customers affected by the result of an internal system processing error, the first notice having been sent out via email on July 3, shortly after the June invoice was produced and sent out to customers. In addition, the July invoice which was sent out on August 4th also had an issue which resulted in some customers encountering an incorrect outstanding amount on their respective invoices. On August 8, 2024, a second notice was sent to the affected customers informing them of such error. Please find below excepts of both email notices sent to the affected customers :
  
  Please see attached for a detailed list of action taken.

   

  Thanks

   

  ***** Montuenga

• Initial Complaint

  Date:22/04/2024

  Type:Billing 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 bought on Mai 18, 2023 and June 2, 2023 two Supreme Car Wash Tickets. I wanted to use them at the beginning of February this year and was told they are not valid after 3 months of purchase.In a later email dated February 16, 2024 I was told if I can submit the receipt of the purchase I will be compensated. On April 4, 2024 I sent per email copies of the two car wash tickets as well the two receipts.On April 15, 2024 I was in a final decision informed that no compensation will be given and the tickets will be not honoured..

  Customer Answer

  Date: 22/04/2024

  To: ***********************;
  02/16/2024 12:40
   1
  Good morning,
  
  Thank you for providing us with this document.
  
  Unfortunately, we are not able to waive the policy that requires actual, itemized proof of purchase. If you find the receipt for these car wash tickets, then by all means email them to us and we will process the refund.
  
  Regards, 
  Parkland Customer Experience Team
  Call us | **************
  Email us | *******************************************************************

  Nevertheless I sent Parkland the requested receipts on April 4, 2024 I was denied the refund.
  

  Customer Answer

  Date: 22/04/2024

  To: ***********************;
  02/16/2024 12:40
   1
  Good morning,
  
  Thank you for providing us with this document.
  
  Unfortunately, we are not able to waive the policy that requires actual, itemized proof of purchase. If you find the receipt for these car wash tickets, then by all means email them to us and we will process the refund.
  
  Regards, 
  Parkland Customer Experience Team
  Call us | **************
  Email us | *******************************************************************

  Nevertheless I sent Parkland the requested receipts on April 4, 2024 I was denied the refund.

  Business Response

  Date: 03/05/2024

  Good morning,

  A member of our operations leadership team has contacted the customer directly to ammend the situation and resolve the issue.

• Initial Complaint

  Date:06/11/2023

  Type:Billing 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.

  Parkland via their Journie App have been promoting 20 cents off per liter at the pump - so I signed up, went to the Gas Station, filled up and went to pay etc.Store # - ***** Transaction # - ****** Only to find I did not get 20 cents off per liter as per their advert. Even the store operator did not know why I was not getting the rebate and helped me fill in a complaint on my app.They did respond asking for my receipt and to let me know Diesel was not covered per the Terms and Conditions.So they expect me to turn up at a gas station before pumping and read the minute T&Cs - Even the store operator didn't even know.So they essentially sell 2 products - Gas and Diesel.They couldn't just say, Does not apply to Diesel.Somewhat misleading to say the least.

• Initial Complaint

  Date:15/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 My complaint is about the Husky business who sold me a car wash book let last year and now refused to own this. I went to Husky *******************************************, where I bought this car wash voucher booklet and asked for 1 wash but lady on till refused saying that our owner ***************** told us not to accept these vouchers.I told her that Husky web site confirmed that although ***** is sold but gift card, rewards and car wash voucher will still be acceptable at Husky. She said you can go ahead and complaint but these vouchers are a waste now.It is still my money that I gave to Husky and they can't just fortifiy it by selling business. I sent an email to Husky customer service 5 days ago but no answer yet.Issue happened at Husky ******************************************* on ***** *** **** I still have 3 or 4 vouchers left from a booklet of 10 and looking for your help.Regards ***** *****

• Initial Complaint

  Date:18/10/2022

  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.

  The Parkland Corporation have distributed vouchers to **** ** ***** to allow these vouchers to be given to customers who have over $50 grocery purchases from **** ** *****.These vouchers give customers 6cents off a litre of gasoline per voucher redeemed at participating ******* stations (for customers with the Parkland Journie Rewards program)On my visit to a ******* station i was told that the voucher cannot be accepted in its original form but the promo code must be loaded on to the Journie app So i successfully loaded the 2 promo codes for the 2 vouchers on to my Journie app.Then went back to fill up gas on the 14th October and was told that the promo codes did not work and to call the help desk of ******* rewards They could not help me immediately, however after 3 attempts to get a resolution was told that the voucher promo codes worked only for fills of 25litres or more to a maximum of 100litres It does not say the minimum purchase of 25litres was required to activate the discount -anywhere on the terms and conditions on the voucher It has taken me a lot of time and effort in dealing with customer service at Journie to provide a satisfactory resolution but have not been able to get it resolved so that this promo codes are accepted

  Business Response

  Date: 21/10/2022

  Thank you for bringing this concern to Parkland's attention.  Our Parkland/Journie team contacted *************************** on Oct 20, 2022 to address his experience regarding this promotion.  As such we have offer a matching promotion discount without minimum spend requirement (maximum 100L) for his next fuel purchase.  Customer was satisfy with solution proposed.  In addition, additional details added under T&Cs of this offer including spend requirements to further clarify for our customers.

   

   

  Customer Answer

  Date: 21/10/2022

  
  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,
  
  ***************************