ComplaintsforImperial Oil Ltd. (HO)
Oil and Gas Exploration
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Complaint Details
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Initial Complaint
27/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 16th, Esso had promotional offer for 87 octane fuel priced at 147.9/L. However, upon refueling, I was charged ***** for Eplus gasoline, which was unexpected and confusing.I promptly visited the station two days ago to seek clarification and resolution regarding this discrepancy. Staff assured me that they would investigate the matter by reviewing surveillance footage and promised to contact me with an update.This morning, I received a call from the staff stating that there were no issues with the fueling machine and implying that the error was on my end. Because I closely monitored the pump display throughout the transaction and felt confident that I knew I was choosing eplus gasoline My concern lies in how one can accurately determine the amount of fuel dispensed without visually inspecting it, especially considering the rapid display changes in the unit price. Despite my request, the staff refused to provide the footage for further review.Business response
27/05/2024
Hello. I have reached out to the customer to let them know I would investigate and reach out to the responsible party from the location in question. I will update further once I have more information. Thank.Business response
31/05/2024
I spoke with ************* today and apologized for the time taken to resolve her issue. She has been compensated with a Gift Card for the difference between the 2 gas ratesInitial Complaint
14/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of transaction: Aug 26 2023 Amount paid: $100 The business is supposed to give: two $50 Esso gift cards ($100 total)I bought two $50 cards at ******* in ********* and gifted them to a friend. Several months later the friend told me that one card had 0 balance and the other had only $20 something balance on it. I then contacted Esso or Imperial Oil and I spoke to *****************************, they said that the two gift cards were used in ************************************* 2023. I asked them why they still sold the cards? They said it's probably bad sorting at ******* or something like that. They then promised to investigate my case once I provided them with a copy of the receipt. I then argued about nobody would keep a grocery receipt for over 7 months. They ignored me and then I went and got a copy of the old receipt from *******. I then emailed the picture to Imperial Oil. They then replied several days later saying that they were investigating it. Oh, and I already transferred an equal money to the friend I gifted days earlier.They then called me several days later and told me that they were still investigating it and they apologized for the extended time they had been taking. I said okay but please make it quicker because I need the money. And then I got occupied with life problems until I realized today that it has been almost a month that I have not heard back from them. I tried calling the customer service number and followed the prompts but whichever number I chose it would put me back to the beginning and kept me in an endless loop of the menu. I then emailed them to threaten that I will report it to BBB for the bad business practice if I don't hear back by tomorrow. They still ignored my email until now.The case number with Esso Support: ************ ******* receipt Ref # ************ I recorded the phone conversation with ******** from Imperial Oil.Customer response
26/03/2024
Hi, this is taking too long already. I need my money back and I don't have a job.
Thank you,
******
************
Business response
02/04/2024
Thank you for taking the time to contact the office of *************************, Chairman and Chief Executive Officer of Imperial, with your concerns regarding the gift cards purchased by *************************** that had been tampered with, I have been asked to respond on ************** behalf.
We have reached out to ****** directly to let him know replacement gift cards have been requested.
We hope to have addressed all the concerns.
Customer response
02/04/2024
I have not received the gift card yet.Initial Complaint
15/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Went to pump regular gas, and paid at pump.I selected regular, but was billed for premium.When I spoke to cashier, I was told it I hit the wrong button, when in reality, the pump is problem.Initial Complaint
14/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Filled our car with regular gas at the *************, ***********, ******. After driving and parking the car, the vehicle would no longer start. We had to tow the car to the Kia ******* We were advised that it was bad gas by the dealership. They gave us a sample of the fuel. We contacted the owner of the ********* station several times and have not heard anything back in regards to compensating us for our repair bill. Approx. 25+ cars were affected.Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Friday Jan. 26 I bought $20 from the ************* on ******** in ******. Almost immediately after I bought the gas the check engine light in my car started flashing and the car started rumbling and shaking. I immediately took it to a garage and missed $125 in work that weekend because i was concerned with driving the car. The garage did various diagnostics and replaced the spark plugs (approx. $300) but the problem was still not fixed. Luckily there was a local news item that the ************* had been selling gas (at the time I bought mine) painted with diesel and or water. The garage advised me to use various additives (another $20, as well as $70 in car rental so I could get to another job in *******.) and run out the tank and buy premium and now the car doesn't shake and the engine light went off but I have no idea if there's permanent damage. All communication with the station, it's parent companies (Esso and Exxon) has been met with form letters or complete silence.Initial Complaint
23/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Employees name ****** .I went in to purchase 10$ gas , gave him a 20$ bill and said Ill like 10$ gas regular and immediately he said 10$! I said 10$ and he repeated what I said and I told him I handed him 20$ so yes I need 10$ and he said okay well Im confirming because you gave me 20! And he threw my change and receipt at me and I said ** going to file a complaint against you and he laughed and said go ahead nothing will happen because Im the manager, I asked for his supervisors name and contact information in which he refuse to give me , he started talking to himself so I started to record then he said I cant record him and I informed in that I indeed for proof he then proceeded use derogatory slurs, and i went the side of the coffee stand to get the address of the location and he came into my space aggressively telling me I cant be here and I wasnt even in his area , he then proceeded to be biased by being nice to the next customer to gaslight me and act like he didnt do anything wrong , I told him that I will be calling his company and he laughed and said good luck because Ill still be hereInitial Complaint
11/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I recieved a $25 gift card and am unable to use it. When I tried, I was told it said funds on holdThe real reason I am contacting you is that I cannot contact the company! I have emailed multiple times. I have phoned their customer service number multiple times and have yet to speak to a live person. I have no way to contact anyone to fix my problem. I have been on hold just now for 30 minutes.This is the fifth time Ive tried to get through to them. No one answers.$25 may not seem like a lot but if this happened to me, whats to say its not happening to others and if no one can actually talk to customer service- I consider that stealing the card purchasers money.Initial Complaint
22/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have tried to contact Esso Mobile 7 times via email, phone and ******** direct message. I have received no response. I have waited on the phone line for over an hour with their voicemail box being full. Their ******** page redirects me to the same contact information.With the change in Essos phone app, I have lost all of my gas receipts needed for tax purposes. There was no warning about the app change.Initial Complaint
30/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I went to this ESSO on October 28, 2023 to get gas at around 1pm in the afternoon. I was charged for a car wash that I did not consent to purchasing. They had problems issuing me a refund that upon calling my bank was not valid and should not have happened. This was handled in a unprofessional way as the store clerk consistently accused me of being at fault.1. I did not recall saying YES to purchasing a car wash at ANY point during the transaction. They insisted that there is a screen asking this in the process of filling gas. There was not. In fact, I only realized that this transaction had happened because of a notification from my credit card and I noticed the total charged was not the same as the number on the pump. This is a scam.2. The pump did not issue a receipt or the car wash ticket. If i had purchased a car wash, how would I have gotten it? If I did not KNOW I had purchased a car wash, and I did not have a credit card notification on my phone, I would have noticed the transaction discrepancy at all. I wonder how many people have driven off without knowing they paid for a car wash. This is a scam.3. The attitude of the clerk was awful and accusatory. I have photographic evidence that his knowledge of the pump's user experience is incorrect. He also kept trying to convince me that I could just come and get a car wash - seems like he's used to this conversation. 4. I design digital screen experiences for a living. I know an intentional scam when I see one. How did we even allow gas stations to do this in the first place. Insane society.5. The lady behind me in line barely spoke English. What would've happened to her?Initial Complaint
29/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I purchased 4 car washes at ***** on 4 separate occasions. Expiry dates are on these transactions. I have paid in full. There should not be expiry dates on these transaction same rules as on gift cards. I want to get an extension and they deny. Im fairly certain all Esso car washes do this. Is this not illegal to put an expiry date on anything that is paid for in advance?
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Customer Complaints Summary
14 total complaints in the last 3 years.
12 complaints closed in the last 12 months.