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 73 locations, listed below.

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• 

  Petro Canada (Head Office)

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

  
• 

  Suncor Energy Inc

  8480 Hwy 27 at Langstaff Woodbridge, ON L4H 0A7

• 

  Petro Canada Gas Station

  2277 Kingsway Vancouver, BC V5N 2T6

• 

  Petro Canada Service Station

  8072 Granville St Vancouver, BC V6P 4Z4

• 

  Petro Canada Inc

  5590 200th St Langley, BC V3A 1M5

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:07/07/2025

  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.

  On July * *0*5 I went to the Petro Canada store in *************************** and asked for a chatter prepaid phone card it cost **$ I left the store and realized it was for ***** so I went back ******************************************************************* and said no I will not give you an exchange so I had to pay for another card for another ** $ . I went to head office and they avoided my call like the plague I finally got through only to be put on hold for * hr . That happened twice hoping I'd go away . I even asked for a in-store credit nothing . I am still out ** $

  Business Response

  Date: 16/07/2025

  The business responded to this complaint but requested that their response not be published.
  

• Initial Complaint

  Date:02/07/2025

  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 June *, *0**, I redeemed ***** Petro Points through the Petro Points app for a Petro Points egift card for gas. No egift card.Always, the egift card will arrive in my email inbox within minutes addressing my name in full and the email will have Petro Canadas address in the bottom of the email and the email comes from ***********************.I paid for my gas instead and called Petro Canada on June *, *0**. They assured me the issue would be resolved within * to * business days and my points would be returned.On June *, *0**, I noticed I had junkmail; it said SVS sent you a $** gift!. No name addressed in email, bottom of email does not say where it came from, email: ***************************.I called Petro right away, gave them the details, they asked me to verify the email address egift came from, put me on hold for awhile as they escalated the issue, then told me not to accept the email, its a phishing email and not to click on any links in the email,Then wait for issue to be resolved.I thought it was a one off issue with the app and assumed Petro fixed the issue.On June 1*, *0**, I redeemed ****** points for a ******* egift card, it happened again! No egift card in my inbox. Paid for my groceries; later in the day noticed a $*** egift in my junkmail from the same phishing email Petro told me not to touch any links within.Have sent numerous screenshots.Egift cards asking to disable VPN, email looks fake, someone called me from a number that says spam, left a message claiming to be from Petro, sounds like scammers from a call centre outside of Canada.I spoke with a *** in Petro addressing these issues who had to call me back and the number showed up as Petro Canada.Disappointed with Petro, if my experience has actually been with Petro ***************** Loyal Customer for over *0 years to a proud **************** for such stingy and non client focused responses/resolutions.Only asking for my points returned: 1*****

  Customer Answer

  Date: 11/07/2025

  July **, 2025.

  Good evening.

  Thank you BBB.

  Petro Canada has returned my points in the amount of **** **** 
  
  I have attached a copy of their email response.
  

   

• Initial Complaint

  Date:25/06/2025

  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.

  ******* Petro-Canada Pre-Paid gift card inquiry:I have received a $*** gift card from my friends and attempted to redeem it at my local gas station in *******. The gas station attendant asked me to call Petro Canada as the card provided could not be used. I called Customer Support (in the ***********) and was asked to provide photo of the card (back and front). I don't have a receipt as this was a gift, so I'm waiting for the girls from The Philippines to email me back with resolution to my problem. Very unhappy with every aspect of event - what can I do to help Petro Canada resolve my issue ? I have no idea if and when the issue will be solved as I had a hard time understanding the support staff, not to mention the poor quality of the call quality. I thought ****** was the worst, but Petro Canada is a different level. No need to upload my document as I already sent my photos to support (in the ***********) - see inquiry number.

  Business Response

  Date: 02/07/2025

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

• Initial Complaint

  Date:20/06/2025

  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 am submitting a formal complaint regarding Petro-Canadas ************************** which I believe engages in misleading and unfair business practices that have impacted many customers across ********1. Lack of Usage Transparency The Seasonal Car Wash card contains no printed information restricting it to a single user. This omission misleads customers into believing the card is shareable within a household.2. No Disclosure at Time of Purchase At the point of sale, Petro-Canada staff fail to inform customers of any usage restrictions or limitations. No terms are provided verbally, in writing, or referenced for reviewindicating a lack of transparency.3. Non-Functional Replacement Cards In my case:The first replacement card never worked.A second card was issuedalso non-functional.A third replacement failed in the same way.These repeated failures suggest negligence in quality control or a deliberate attempt to avoid service delivery.4. Ineffective ********************************* efforts were slow, unhelpful, and resulted in no resolution. Despite multiple follow-ups, I received no working product or refund, showing disregard for customer satisfaction.5. Widespread Consumer Impact This is not an isolated case. Many customers have reported similar experiences online, pointing to a larger, systemic issue. Despite known problems, the company continues selling these faulty services.Request for Action I respectfully urge the Better Business Bureau and Consumer Protection ******* to:Investigate Petro-Canadas ************************* Demand corrective action and customer restitution Hold the company accountable under consumer protection laws This pattern reflects misleading conduct by a major retailer. I am willing to provide supporting evidence and documentation upon request.Sincerely,****** ****

  Customer Answer

  Date: 23/06/2025

  Subject: Concern Regarding Petro-Canada's Seasonal Car Wash Card Practices

  
  Dear Better Business Bureau Manager,

  
  I would like to formally raise concerns regarding Petro-Canadas seasonal car wash card program and how it is represented to customers.

  
  Based on personal experience and numerous similar reports, it appears Petro-Canada is providing misleading information about the usage limits of their seasonal car wash cards. Customers are told that the cards cannot be used on multiple devices or by different drivers within the same household. However, many have used the service across several devices without issueindicating that this restriction is either not enforced or inconsistently applied.

  
  Importantly, there are no written limitations on the card itself, nor are full terms and conditions clearly referenced at the time of purchase. Many buyers state that no such limitations were verbally disclosed by staff either. If such restrictions are important, they should be presented transparently at the point of sale.
  Furthermore, Petro-Canadas mobile app has allowed multiple users to access the service, reinforcing the belief that such use was permitted. Despite this, the company continues to apply unclear limitations, leading to confusion and, in some cases, financial losswith some users spending $*** to $*** CAD under false assumptions.
  This raises serious concerns about transparency and consumer rights. If there are policies that significantly affect product use, they must be clearly communicated before purchase. Failure to do so may violate fair marketing or consumer protection standards.
  

  I request that this matter be investigated and that Petro-Canada be asked to either

  
  (1) allow the cards to function as implied at the time of sale, or
  (2) offer refunds to customers who were not properly informed.

  
  Thank you for your time and continued efforts to ensure ethical business practices.

  
  ****** ****
  
  

  Customer Answer

  Date: 24/06/2025

  Dear ******, Petro Canada Customer Service,

  
  Thank you for your response. However, I must respectfully state that the matter remains unresolved, as the explanation provided appears to be inconsistent with the facts.

  
  At the time of purchase, sales representatives did not disclose the usage limitations as outlined in your message. This omission is concerning and does not align with the customer experience, thereby raising issues around transparency.

  
  Furthermore,if the policy you referenced is indeed enforced, it is unclear why numerous user groups continue to access the **********************-********************** app on multiple devices without encountering any restrictions. This discrepancy calls into question the consistency of your companys practices.

  
  Given these concerns, I will be requesting that both the Better Business Bureau and Consumer Protection Canada review this matter, as the information provided does not appear to be accurate or complete.

  
  To assist with clarity and resolution, I would appreciate a response to the following points at your earliest convenience:

  
  1.)  Why was there no disclosure by sales personnel regarding the usage limitations at the time of purchase, suggesting a lack of transparency toward customers?
  I2) f the policy restricts use on multiple devices, how is it that hundreds of groups continue to do so without issue?

  
  I look forward to your prompt clarification.
  Sincerely,
  
  Regards;
  
  ****** **** *****
  ****** *********** ********
  ******* ************** ***** *****
  *****      **************
  ****** ************************

  Business Response

  Date: 02/07/2025

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

• Initial Complaint

  Date:12/06/2025

  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 am part of a program with Petro-Canada and *** (as many others) that save * cents per liter when *** and Petro Canada linked together.I went to fill up my vehicle on June **, 2025 at Petro-Canada and noticed that I did not get the * cents per liter rebate as I usually ***** I tried contacting Petro Canada and failed due to their English toll free number was not working, I decided to use the "Chat" function.After explaining the issue, the Petro Canada **** without asking me specification about the transaction offered me **** points added to my account. I requested to be connected to a supervisor - she then offered me **** points added to my account - I still insisted to be connected to a supervisor and was told, it was not possible. I was told to contact the toll free number and the *** disconnected the chat right ******* attempt to connect by phone (English) failed, so I connected to the French side. As I provided the requested details about the transaction, the *** on the phone placed me on hold. When he came back, the points offered did not make sense as he was providing points for less liters. I then corrected the *** for the correct amount of liters and he said - oh yes, that is correct. I requested to be connected to a supervisor - his response was "why". I insisted to be connected to a supervisor and he said someone will contact me and hung up.This whole process took hours of my time and obviously not working nor helpful. Very un-professional from the beginning. Multiple different offers - no connection to supervisors and no resolution for one simple transaction. - NOT VERY CLIENT ORIENTED.

  Business Response

  Date: 18/06/2025

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

  Customer Answer

  Date: 18/06/2025

   
  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:06/06/2025

  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.

  On June *** 2025 I went to the Petro Canada at the following address ***************************************************. I tried to scan my Petro card at the pump to use self serve and it prompted me to go inside which I did and I paid to pump $*** worth of gas on my credit card when I pumped the gas my total came to $***** I went into the store and the cashier charged me again which I thought was weird. Upon immediately checking my online banking right in the station I noticed the following charges under pre-authorization 2 charges for $*** one of which was reversed and 1 charge for $*****. I went into the store and the manger Aduau ensured that all these were pre-authorized charges and was very rude to me and was trying to make it seem like I dont understand what a pre-authorized charge is although I have been getting gas for the last ** years and very loyal customer of ********************************************* which will no longer be! He gave me his phone number ************* and told me to call him in case of any issues and he would resolve it. Well fast forward June ***, 2025 and as I was correct I have been charged $*** plus $***** for gas on June ***, 2025 these are actual posted charges on my credit card now. I should have been listened to that day I told the store manager I was charged twice as it was obvious instead of arguing with me belittling me and trying to get rid of me. I have contacted him to resolve this issue and he is so rude I have the text messages and I want to complain about his lack of respect and service. I need my money refunded and I need to be compensated for the inconvenience as well. This has been the most frustrating and stressful situation.He refused to resolving the issue and take responsibility as promised on June *** in case of any issues instead he gave me the customer care number which just rings and no one answers ever I was holding for over an hour and was hung up on with no one picking up. Petro Canada do better this is not a representation of a *****************

  Customer Answer

  Date: 06/06/2025

  
  Hi there,
  Please find attached the 2 receipts from June 2nd one for $*** and one for $***** as well as the managers phone number which he wrote himself and promised to help in case of an issue. Lastly is my online banking with proof I have indeed been charged under posted transactions both $*** and $*****.
  I am looking to be refunded the $*** wrong charge as well as compensation for my time being wasted I was on the phone the entire day today with zero response or help. 
  I also want the manager at the store to be spoken to and I need an apology for the rude manner I was treated. 

  Business Response

  Date: 13/06/2025

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

  Customer Answer

  Date: 13/06/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Actually I was charged $*** and $**. I contacted my bank and they reversed the charges as I was no longer going to be given the run around and have my time wasted by your rude manager at the store who double charged me. This was not a pre-authorization I had to waste several hours of my precious time on the phone with your manager as well as my bank when this should not have occurred to begin with.

  I am seeking compensation for my time wasted as well as I want the manager at the location I visited retrained and talked to no customer deserves to be insulted and talked to in that manner.

  Get me a manager to look into this. I also have full proof of the double charge that is attached to this as you see its under posted on my credit card statement which you should know means that I was charged those amounts and that is not a pre-authorization. This is getting beyond frustrating as I have had to explain this multiple times and for some reason you all seem to have difficulty understanding.
  

  I would not be in this situation if I were not charged twice which I clearly showed the manager on the day of the event.

  The issue here is the way I was treated I will not be disrespected and not be compensated get me someone who can help asap.

   

  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:27/05/2025

  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.

  I am writing to express my concern regarding the cancellation of my car wash pass without prior notice. I have paid for the service and am currently using a physical card. However, my car wash pass has been cancelled, and no refund has been issued.If your terms and conditions allow you to cancel the service at any time, I respectfully request a full refund of the amount paid. Alternatively, I ask that you reinstate my car wash pass and allow me to use it until the end of the season.Please note that if this issue is not resolved promptly, I will be filing a case with the Ontario Small Claims Court.Season Pass Number: **** ***** ***** **** I look forward to your prompt response and resolution

  Business Response

  Date: 06/06/2025

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

  Customer Answer

  Date: 06/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: I am not sharing the pass . Atleast disable my online access and allow to use physical card the Agent is not helpfull, I never shared the car wash and its a scam they are cancelling pass. 

   

  I dont want online access. Please allow physical card access. 
  
  Sincerely,
  
  *********** ***************

• Initial Complaint

  Date:27/05/2025

  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 am writing to follow up regarding Case #******* and to formally escalate this matter, as my recent experience with your customer service has been both appalling and unacceptable. After receiving your email and following the instructions to unlink accounts and assign a new email to my account, I called the number provided and referenced my case file. I spoke to four separate agents trying to rectify this issue. The first three disconnected the call shortly after I provided the case number. . When I explained the situation in full to the ******, I was told that because ** days had passed since the unauthorized activity, nothing could be done. I was a victim of fraudulent activity, which may be in part due to data breach of Petro Canada in 2023. Your customer service agent said she would put me on a hold to investigate this further.  She then disconnected the call. I am done dealing with these employees as this appears to be their resolution strategy. This response from your customer service reps is deeply troubling for the following reasons: The points were stolen due to unauthorized access to my account, which I believe is linked to the 2023 data breach that Petro-Canada experienced. There are multiple public reports noting that customer accounts of your loyalty programs were affected during that incident. I did not authorize these transactions, nor was I made aware of them at the time.  I took all necessary steps to report the issue, verify my identity, and seek support when I learned of this—only to be met with intentional disconnections, refusal to escalate, and ultimately, a flat denial of support.   I am the victim of Petro-Canada’s system failure—whether due to a data breach or inadequate account security. Placing the burden on me to accept the loss of my points is unacceptable and unethical. I am requesting the following: Restoration of the stolen points in recognition of the fact that I was the victim of unauthorized access, not the cause of it.
  

  Business Response

  Date: 23/06/2025

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

• Initial Complaint

  Date:22/05/2025

  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.

  I was unable to use the Petro Canada app on my phone and after contacting their support several times they told me to wait since they have Server issues on their side (this should be all documented since these conversations were in online chat using theirs ************* I contacted them again and I was told my account was deleted due to inactivity and all earned points/money was lost.This is absolutely unacceptable!I want my account restored with the points I earned over the years or full monetary refund.And these scummy Canadian corporations want us to buy Canadian ?!

  Business Response

  Date: 26/05/2025

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

  Customer Answer

  Date: 26/05/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  How can you use your points if you account is unable to log in. Support was repeatedly contacted and every time I was told that I have to wait since they experience problem with their servers.

  This was using your Chat feature several times.

  On the phone lady forced me to reinstall the app and it still did not work and she told me that in that case I have to wait 

  Your support is pathetic and completely incompetent. You should review the conversation, she acted like a ** year old ...

   

  YOU PETRO CANADA OWE ME POINTS OR FINANCIAL COMPENSATION.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:21/05/2025

  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.

  I am filing this complaint due to Petro-Canadas failure to honor a promotion they are running from May * to June 1*, 2025, as described at ********************************. The offer promises a $** Petro-Canada eGift Card with the in-store purchase of a $** gift card from participating brands (such as Canadian Tire, ***** *********, etc.). On May **, 2025, I purchased two $** Canadian Tire gift cards at Petro-Canada Store #*******************************) and attempted to redeem the bonus online as instructed, but the redemption site did not accept my submission. I submitted a ticket through the promotion websites contact formno response. I emailed Petro-Canada and was told to contact the same site again, despite having no success. I also tried calling multiple times; eventually I reached someone, but the issue remains unresolved. I provided receipts, gift card numbers, and proof of activation. Despite doing everything correctly, no one is helping me. As a loyal customer, I feel ignored and deeply frustrated. I am requesting a resolution in the form of either two $** Petro-Canada eGift Cards, or ****** Petro-Points added to my account ****************************** #**** ***** **** ***). I believe Petro-Canada should be held accountable for fulfilling the promotion they advertised. Receipts and card documentation are available upon request.

  Business Response

  Date: 27/05/2025

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

  Customer Answer

  Date: 27/05/2025

  
  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,
  
  *** *** ****