ComplaintsforShell Canada (HO)

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THIS INCIDENCE HAPPENE ON JUNE ** 2024. I BOUGHT GASOLIN FROM THIS BUISNES FULL TANK. AND ASTER FEW KILOMETER DRIVING MY CAR SHUT OFF ON HWY WAY. I TOWED MY CAR AND TRAILOR TO HOME NEXT DAY I TOOK CAR TO CAR DEALER AND THY FOUND BAD FULE IN TANK ( I HAVE SAMPLE OF IT) IT COST ME $**** TO FIX CAR AND TOW EXPENCES.I CONTECT SHELL CANADA BUT THEY SAYS ONLY GOOD FUEL SOLD ON THIS LOCATION..I AM CONFUSED EITHER GAS STATE PERSION LYING OR DEALER LYING I LOST MY MONEY THE FAIR RESOULATION IS I HAVE TO GET MY MONY BACK AND BUISNESS NEED TO BE PUNISHAD

  Business response

  20/09/2024

  Hi, 

   

  Good day! 

   

  Please be informed that we have received the claim of the customer and have an existing ticket - *******. As advised to the customer, our station has completed a thorough inspection of the fuel batch that the customer purchased last June **, 2024, and did not find any trace of fuel contamination. The station also performs rigorous weekly maintenance on their pumps, dispensers and tanks and conducts daily fuel quality tests.

   

  Thank you! 

   

  Regards, 

  ******** 

  Customer response

  25/09/2024

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

  I wanted to find out Dealers Responce first.
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  14/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  COMPLAINT FOR SHELL @ ******************************** *** On May ****, 2024 I purchased gas through the shell canada application to pre pay for gas at the pump.I purchased a car wash and prepaid for $*** of gas. $****** total. As I was getting ready the pump and app timed out (likely a security mechanism) I had to re authorize the pump with my app. Afterwards I proceeded to get gas as normal.Normally when using this application when prepaying foe gas you are charged the full amount them refunded the remainder you did not use.Normally this instantaneous any other time I have used it and my second purchase (second authorization) did refund as normal instantly I assumed that the first charge for the full ****** would be refunded in the same time frame, it was not.I made first contact around may ** according to my emails with their support.They advised for me to provide more info then was told that it had been sent to the refund team and said to expect it in ***** days.After contact last week they told me it was the tenth day. It is now the **** day post refund (allegedly) and after contacting my bank they confirmed no refund or reverse was issued.My bank advised I could contact them for help with disputing it however after contacting them, because it was a debit purchase and not a **** debit purchase they cannot help and I need to contact shell again. It had been close to a month now and this is absolutely ridiculous and need the money back...Gas was purchased at Shell Canada using the app Location ******************************************************** *** In the screen shots provided you can see the interactions with both their support and my bank. The screenshot of transactions is for my debit account searching for "shell" as you can see the charges after the ****** double the second charge was refunded but not the first and any time using the app after you can see the remainder was refunded same day. Please let me know if you need anything else.

  Business response

  14/06/2024

  Hi, 

  Good day! 

  Please be informed that the adjustment on Shell side has been completed and I escalated the case of the customer to our Cards Team. I also reached out to the customer regarding this case.

  Thanks, 

  *************;

  Customer response

  14/06/2024

  I did respond to the person that emailed me directly as well and was still needing more information as to which step in the process we are in because i had called shell this morning and they said they needed to contact my bank and verify with them now.

  
  

  I asked them if that step had been taken yet and still would need an expected timeline, more than just "it has been escalated".

   

  Obviously going into the weekend nothing will be done but I was also a little miffed that the support person chose to sent the email response right at **** and had an auto response sent back to me saying they are done for the day at ****. I feel as though that is a little bit disrespectful for an important matter that I can only assume they would expect me to have follow up questions.

  Customer response

  26/06/2024

  Still have not gotten money back bank has confirmed refund was not sent or received, again. They claim it was. I just want my money back, send it to my address in cheque form at this point...

   

• Initial Complaint

  30/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was double billed at ******** AB **** also known as ******** ********* Shell located at ********************************************************************. On May 20th, I made in-store purchases totaling $***** from my checking account. Unfortunately, I later discovered that I was charged twice for the same amount at the Shell station on ************ in ***** on the same date.On May **, 2024, I visited the station and showed my bank statement as proof of the double billing. The attendant I spoke with said he couldn't help me. The next day, on May **, 2024, I returned to the station and spoke to a different attendant. He took pictures of my bank statement and receipt and assured me that it would investigated by his manager. He took down my phone number and said he would contact me within ** hours.On May **, 2024, I tried calling the station but received a message that the number wasn't accepting calls. In the afternoon, I visited the station again and spoke to a lady whose name started with a D. She reviewed the information provided by the previous attendant and mentioned that she needed to check the footage to determine if it was a Shell issue. She said she would get back to me within ** hours.On May **, 2024, I returned to the store and gave the lady a completed picture of my bank statement. I also authorized my bank to speak with her. After they spoke, it was confirmed that I was indeed double billed. The lady mentioned that she needed to talk to Shell on Monday.On May **, 2024, the lady contacted me and informed me that it was a Shell issue. She provided me with Shell's 1 800 number and reference #******* to call for resolution. After multiple attempts to reach them along with feedback inquiries from their website, I still haven't been acknowledged or heard anything back.I assumed that the matter would be resolved after my bank confirmed the double billing and that Shell would refund the amount.

  Business response

  30/05/2024

  Hi, 

  Good day! 

  Please note that the customer's refund has been processed and we will contact the customer to inform them.

  Regards, 

  ********

  Customer response

  31/05/2024

  Subject: Urgent Request for Timely Resolution of Payment Issue

  ******** ********* ***** *** ******** **** *** **** ****** **

  Ref: *******

  Dear *****************,

  I greatly appreciate your quick response to this matter.

  While I understand that this situation may seem trivial, it is causing me significant distress. As a recipient of CPP Disability with a fixed income of $**** per month, the delay in receiving the $***** owed to me is creating a financial burden, especially when combined with the high cost of living.

  While this amount may seem insignificant to some, it is crucial for me.

  I kindly request that this amount be credited to my bank account today. Through e-transfer if possible.  I did not anticipate encountering this issue, and I believe that a prompt resolution is both reasonable and necessary.

  I trust that you will give this matter the attention it deserves.Thank you for your understanding and consideration.

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

  Business response

  04/06/2024

  Hi, 

  I am in contact with the customer on this case. Advised her that per process of the bank, refunded amount will appear on her bank statement within 7-15 business days from the processed date. Customer advised that she let us know once she received the refund from the bank.

  Thank you! 

  Regards, 

  ********

  Customer response

  06/06/2024

  Dear ***,

  I received an email from ***************************** regarding the double payment issue. My bank confirmed today that no payment has been received or is pending to date. I've been getting messages from her indicating that they've been trying to reach me, but I haven't been able to answer. I have provided my phone number again and instructed them to leave a message if they can't reach me, and I will return their call. ******** mentioned in another email that she passed my number to her agent, ********, and they have been trying to call me since last week with no success. I have not received any missed calls or messages from Shell or ******* in my call log, despite my phone being with me *****

  The Better Business Bureau (BBB) has been incredibly helpful to me. I truly appreciate everything you have done since filing the complaint on May ****. Before filing the complaint with the BBB, I did not receive any communication, and I feel that Shell was hoping I would eventually go away,like many others. However, I am not planning to do so.

  Regarding the specific location in question, Shell Canada generally performs well in all areas, this particular location has been disappointing. This is why I only bought in-store items there, rather than getting gas, as it was on my way home. Please note the following: 1. Gas Buddy *************************************** shows this location with a *** rating out of five, managed solely by the owners of ************ Shell. However, this website does not provide the complete picture and falls under ownership with the ability to delete negative comments. 2.********************************************************************************* (Actual comments on service)

  I will not be satisfied until this complaint has been addressed. How many people have left this location with a negative perception and vowed never to return to Shell? My hope is that this communication will resolve the issue instead of exacerbating it.
  

  Thank you.

  Sincerely,

  *************************

  Customer response

  13/06/2024

  Good Afternoon,

  I am writing to express my disappointment at the lack of resolution from Shell regarding the refund matter. Despite assurances from ******** that my bank account would be credited by June 10th, my bank has not received the promised amount.

  The lack of action despite assurances is incredibly frustrating. To expedite this process, I am providing the signed copy of Step * and my ATB banking information to facilitate the immediate release of funds to my account.

  My numerous attempts to resolve this matter have been in vain. I had hoped that after verifying the double billing, the station would promptly refund the amount. However, this issue remains unresolved, causing undue frustration.I strongly believe that this matter could have been handled more efficiently at the store level, rather than dragging on for weeks.

  I urge you to promptly and adequately address this matter.Thank you for your attention to this pressing issue.

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

  Business response

  24/06/2024

  Hi, 

  
  Hope all is well.

  
  Please be advised that the adjustment from the Shell side was completed on May **, 2024, and should appear on the customer's bank statement within 7-15 business days of the processing date, as per the bank process. We attempted to call the customer many times, but our calls were routed directly to voicemail, where we left a message notifying her that the double charge had already been processed and that the wait period was 7-15 business days. Additionally, I emailed the consumer regarding the completion of adjustment, and it is now up to her bank to issue the refund.

   

  Thank you! 

   

  Regards, 

  ********

  Business response

  24/06/2024

  Hi, 
  
  Hope all is well.
  
  Please be advised that the adjustment from the Shell side was completed on May **, 2024, and should appear on the customer's bank statement within 7-15 business days of the processing date, as per the bank process. We attempted to call the customer many times, but our calls were routed directly to voicemail, where we left a message notifying her that the double charge had already been processed and that the wait period was 7-15 business days. Additionally, I emailed the consumer regarding the completion of adjustment, and it is now up to her bank to issue the refund.
  
  Thank you! 
  
  Regards, 
  ********

  Customer response

  24/06/2024

  Hello,

  My bank confirmed again today that no payment has been received or is pending to date.
  I've been getting messages from her indicating that they've been trying to reach me once I heard that I provided my phone number again and instructed them to leave a message if they can't reach me, and I will return their call. I haven't received any massages or phone calls from Shell in the Alberta Region.

  Could you please let her know that if she has questions regarding the non payment that they say they sent on May ****, I will give her my contact at ATB and share will be able to clarify everything I have said. I will also contact her to give her permission to share this information regarding the double payment to Shell.

  Her contact information is the following:

  ****** ****** *** ******  ******** ******* ******* **
  Everyday Financial Services
  
  ****** ************  *  ****** ************ *  *** ** ** ***** ** *** **** ****** ** *** *** ***************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was double charged on March ****, I have reached out multiple times to customer service, was told either I was wrong and I wasnt double charged, to wait for the transaction to expire, That they issued a refund on March ** but then received an email saying the refund was issued on April ***. Asked for clarification and have had radio silence. I have called and emailed a total of ** times trying to get some resolution and I still have not been refunded.

  Customer response

  06/05/2024

  adding emails that show lack of response, or only replying after emailing every day. still have not heard back from shell since April **** despite reaching out numerous times. 

  Business response

  07/05/2024

  Hi, 

  Good day! 

  We had a system issue that caused refund delay. Please be informed that I connected with the customer and confirmed that refund has been received. 

  Thank you!
  
  Regards,
  ********

  Customer response

  14/05/2024

   
  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.

  Magically received my refund within * hours after * months of waiting 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchases a car wash for ***** at Shell on April **, 2024. When I got home I could not find the car wash code on the receipt and realized my receipt was ripped at the bottom. I sent an email to Shell customer service asking for a new code. They would not provide a credit or new car wash code. Please find attached receipt and attached email response from Shell customer service.

  Business response

  08/05/2024

  Hi, 

  Good day! 

  Please be informed that I contacted the customer to resolve the issue.

   

  Thanks, 

  ********

  Customer response

  09/05/2024

   
  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

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Shell,I am writing to express my concern regarding an issue with my recent fuel purchase and the corresponding air miles reward. On February ** 2024, I refueled my vehicle with **** liters of bronze regular fuel at a total cost of $**. To maximize the benefits, I utilized $** through my airmiles, aiming to qualify for the ** air miles bonus along with a ** multiplier. Based on this transaction, I anticipated earning ** air miles. ************** I have not received any points for this transaction.I have already attempted to resolve this matter by contacting your customer service on April ***, providing my identification, a screenshot of the transaction, and my airmiles account number ***************, but I have not yet received a satisfacotry response.I kindly request an immediate review of my account and the crediting of the ** air miles I am due. Your prompt attention to this matter would be greatly appreciated.Thank you for your assistance.Best regards,*****

  Business response

  10/04/2024

  Hi, 

  Good day!

  Please be informed that I connected with the customer and was able to resolve his concern. 

   

  Thank you!
  
  Regards,
  
  ********************
  Customer Success Lead
  ******************************************* Customer Operations General Public
  Email Address: ****************************************************
  Toll Free Number: ************** (6am - 6pm MST)
  
  IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
  If you have received this email in error please notify to above mentioned Email address and delete this email from your system
  
  DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.
  
  Read and comply with Shells Data Privacy Policy: here
  Report Data Privacy incidents to the Shell Global Helpline: here
  Contact the ** DP Email Address: ******************************************************

   

  Customer response

  10/04/2024

  Received resolution from company 

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a charge on my **** card from Shell Canada on *************** in ***********, ***********, for $******, on November **, 2023. I drive a small car that cannot fit $** of gas in the tank. I never buy anything inside the store itself, so this is a rather big mistake. I contacted *** upon noticing the charge, but as I had only just noticed as I was reviewing statements for tax purposes, I was one week too late to dispute the charge, and they sent me to the BBB. Please help to resolve this.

  Business response

  02/04/2024

  Hi, 

  Good day! 

  Please be informed that we created a new ticket for the customer complaint - *******. We will directly contact the customer to resolve the issue.

  Thank you!
  
  Regards,
  
  ********************
  Customer Success Lead
  ******************************************* Customer Operations General Public
  Email Address: ****************************************************
  Toll Free Number:************** (6am - 6pm MST)
  
  IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
  If you have received this email in error please notify to above mentioned Email address and delete this email from your system
  
  DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy - Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers,Suppliers and ****************** please contact your relevant **************** Centre.
  
  Read and comply with Shells Data Privacy Policy: here
  Report Data Privacy incidents to the Shell Global Helpline: here
  Contact the ** DP Email Address: ******************************************************
  

   

• Initial Complaint

  25/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi I was trying to buy a single car wash but by mistake I bought ** car washes from Shell's Mobile APP. right away I contacted the Shell support. after few days they told me it is non refundable.It doesn't say anywhere in their app that washes are non refundable.I am uploading screenshots from the app and email receipt.looking forward to hear from you soon.regards *******************************

  Business response

  25/03/2024

  Hi, 

  Good day!

  We will connect with the customer on this case and will provide resolution on the issue. 

  Thank you!
  
  Regards,
  
  ********************
  Customer Success Lead
  ******************************************* Customer Operations General Public
  Email Address: ****************************************************
  Toll Free Number: ************** (6am - 6pm MST)
  
  IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
  If you have received this email in error please notify to above mentioned Email address and delete this email from your system
  
  DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.
  
  Read and comply with Shells Data Privacy Policy: here
  Report Data Privacy incidents to the Shell Global Helpline: here
  Contact the ** DP Email Address: ******************************************************
  
  

  Customer response

  25/03/2024

   
  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.

  I received an email stating they will refund the money. Hopefully they will follow through. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August ***, 2023, through the Shell App, I purchased a Single Ultimate Wash. When I went to redeem it, I realized it had expired on January *** of 2024. I asked the attendant inside if they could reissue it, and the attendant refused, telling me that I would have to deal with customer service. I left without purchasing a new one. On February ***, 2024, I initially e-mailed the company with my request and a screenshot, and received an automated response that my request was received. After two weeks of no response, I emailed the company again on February ****, and still havent heard back as of March ***. The money I paid didnt expire, nor was returned to me, so why should a service I paid for expire? Secondly, is it too difficult to reply to an email within an entire month? I might seem upset but as long as the car wash is reissued and ** told why my email wasnt replied to, (it could be on my end,) Ill be happy.

  Business response

  11/03/2024

  Hi, 

  Good day! 

   

  Please be informed that we have an existing ticket for this case, and I will connect the customer to resolve the issue.

   

  Thank you!
  
  Regards,
  
  ********************
  Customer Success Lead
  ******************************************* Customer Operations General Public
  Email Address: ****************************************************
  Toll Free Number: ************** (6am - 6pm MST)
  
  IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
  If you have received this email in error please notify to above mentioned Email address and delete this email from your system
  
  DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.
  
  Read and comply with Shells Data Privacy Policy: here
  Report Data Privacy incidents to the Shell Global Helpline: here
  Contact the ** DP Email Address: ******************************************************
  

  Business response

  13/03/2024

  Hi, 

  We have contacted the customer on his concern, and we were able to resolve it on our end. 

  Thank you!
  
  Regards,
  
  ********************
  Customer Success Lead
  ******************************************* Customer Operations General Public
  Email Address: generalpublicenquiries-*****************************
  Toll Free Number:************** (6am - 6pm MST)
  
  IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
  If you have received this email in error please notify to above mentioned Email address and delete this email from your system
  
  DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy - Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ****************** please contact your relevant **************** Centre.
  
  Read and comply with Shells Data Privacy Policy: here
  Report Data Privacy incidents to the Shell Global Helpline: here
  Contact the ** DP Email Address: ******************************************************
  

   

  Customer response

  13/03/2024

   
  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. While the e-mails I initially sent seemingly weren't answered, I was contacted by ******************** and was apologized to, while simultaneously was reissued a car wash code. This is exactly what I was hoping for, and am very satisfied. I am only saddened that it took escalating to this level in order to get a response, but I am overall grateful for the help. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  23/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At ****1pm on Friday, February ** 2024, I bought $** worth of gas at the pump at ****************************************************. At **:****, my car broke down at ********************************************** *km away. I called my brother first at *****pm to try boosting the car then called CAA at *****pm. The attached letter from CAA confirms time and location. ****, the CAA agent suspected the gas I bought was contaminated. His number is ************. You can contact him for confirmation if needed. My car was towed home as it was the family day weekend and the mechanic shop would be closed till Tuesday. This meant I did not have a car for almost * days. I called CAA on Tuesday morning to get the car towed from my house to the mechanic (again CAA letter confirms time and location). The car was fixed on Wednesday. I was charged $******** for the repairs and was told by the mechanic that the gas I bought at Shell was indeed contaminated, leading to the entire fuel pump system having to be replaced. I have attached the invoice with the mechanics report and receipt for payment of the repairs. I was advised by the mechanic to contact shell right away for a refund.

  Customer response

  23/02/2024

  Attached is the receipt confirming payment of repair costs and also attached is the invoice with the mechanics report highlighted.

  Business response

  23/02/2024

  Hi, 

   

  Good day! 

  Please be informed that I contacted the customer to get more details on the incident. Once details are complete, Shell insurance company will assist the customer on the fuel contamination complaint. 

   

  Regards,
  
  ********************
  Customer Success Lead
  ******************************************* Customer Operations General Public
  Email Address: ****************************************************
  Toll Free Number: ************** (6am - 6pm MST)
  
  IMPORTANT NOTICE: This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed.
  If you have received this email in error please notify to above mentioned Email address and delete this email from your system
  
  DATA PRIVACY NOTE: Please be informed that any personal data submitted and handled as a part of the Shell business relationship with its customers, supplier or partners is processed in accordance with the Shell Global Privacy Policy -Business Customers, Suppliers and ****************** available at the relevant webpage under the domain www.shell.com, as by any further specific and/or local privacy statements. For any queries or concerns regarding processing of your personal data, please refer to the Shell Global Privacy Policy - Business Customers, Suppliers and ******************please contact your relevant **************** Centre.
  
  Read and comply with Shells Data Privacy Policy: here
  Report Data Privacy incidents to the Shell Global Helpline: here
  Contact the ** DP Email Address: ******************************************************

*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. ↩