Business Profile

Convenience Store

Casey's General Stores

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Casey's General Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

132 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:06/03/2025
Type:Service or Repair 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 May 17, 2025, I visited the car wash at a Caseys location in *****. As my car entered the wash the process didnt feel smooth or typical. My car was lurched over the side of the tracks and was pushed up against large pieces of metal and became stuck. I had to wait for the wash to be completed because I was unable to move. At the end, a large piece of the wash stopped at the back of my car and became stuck , and an employee came out to help. While I appreciated their assistance, they accidentally hit my vehicle 3-4 times while removing the metal, causing a large dent due to the weight of the item. I want to be honest and transparent: my car did have some minor cosmetic damage before this visit something Caseys later pointed out using video from a different location (*********, **, on May 11). But the damage that happened on May 17 was different and clearly worsened the condition of my car. What concerns me is that this additional damage wouldnt have happened without something going wrong inside the wash or during the employees attempt to help.Ive gone back and forth with Caseys for several weeks trying to resolve this. Theyve told me there was no malfunction with the equipment and that they cant take responsibility for damage they believe was already there. They did offer $1,000 as a gesture of goodwill, which I appreciate & theyve stated is still on the table, but unfortunately, that doesnt cover the reattachment of the front bumper or the removal of the large dent. Im just looking for a fair outcome that reflects the actual damage done during the wash.I havent rejected the $1,000 outright but Im still hoping Caseys will consider either increasing the amount offered or working with me to find a reasonable solution. Ive done my best to stay open throughout this process and would really appreciate the chance to come to a better resolution! I really appreciate the help from both sides. I am unable to upload photos. May I please email?
Business Response
Date: 06/09/2025
Hello ******,

We are sorry to hear about this experience with your recent visit and want you to know we take these concerns very seriously.

When you say you have gone back and forth with Casey's for several weeks, do you mean the store or the corporate office? If you mean the store please fill out the following information and we will get to our risk management team to further review.

GUEST INFORMATION:
NAME:
EMAIL:
PHONE NUMBER:
ADDRESS:
STORE:
DATE/TIME:
SUMMARY OF INCIDENT:

Thank you,
**** M
Casey's Guest Relations
Customer Answer
Date: 06/09/2025
Hello,
Thank you for reaching back out. To clarify, I have been in contact with ******, **** and their Risks Department.

Thank you!
Business Response
Date: 06/10/2025
Hello,
Thank you for those details. We have reached out to the risk team and reviewed the account.
We are showing that we offered you $1000.00 to use towards your damages and you did not accept that offer.
We feel that was reasonable compesation to cover the damages.
Thank you for choosing Casey's.
Customer Answer
Date: 06/10/2025

Complaint: 23412592

I am rejecting this response because:
Thank you for your response.

To clarify: I did not reject the $1,000 offer outright I simply explained that it was not enough to cover the full extent of the damage caused by Caseys wash. I also shared that I was open to continued dialogue and hoped for a more fair resolution based on the facts.

While Caseys claims the damage was pre-existing, the evidence provided only shows very minimal damage in an earlier visit & not the large dent and significant scraping that occurred during my wash in *****. An employee even had to intervene to remove a metal piece from the vehicle, during which my car was struck multiple times. That damage is not visible in any prior photos provided.

Im still open to resolving this in good faith, and again really appreciate the offer, but $1,000 is not a reasonable amount for the damage done. Im kindly asking that Caseys reconsider the offer based on the full picture.

Thank you.

Sincerely,

****** *******
Business Response
Date: 06/11/2025
******,

Thank you for your response.

We understand your concerns and appreciate your patience throughout this process. After a thorough review by both our store team and our risk management department, we have determined that the damage to your vehicle was exacerbated by pre-existing conditions, which you previously acknowledged.

As clearly stated on the signage at the entrance of our wash, it is the vehicle owner's responsibility to ensure proper alignment when entering the wash track. Our policy also notes that we are not liable for any damage resulting from or worsened by pre-existing issues.

We recognize that this outcome may not meet your expectations. However, based on the findings of our investigation, the nature of the damage does not align with what would typically occur unless the vehicle was misaligned upon entry.

That said, we sincerely regret any inconvenience this situation has caused. As a gesture of goodwill and in recognition of the time and effort youve invested in this matter, our risk team is prepared to offer $2,000.00 toward your damages.

We hope this resolution demonstrates our commitment to customer care, even in challenging circumstances.

Thanks, ****
Customer Answer
Date: 06/12/2025

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.
I really appreciate you acknowledging my efforts and meeting me in the middle.
What are our next steps moving forward?
The previous person I spoke to stated they could mail to me.

****** Jimenez
******************************************************;
Thank you again,

****** *******
Initial Complaint
Date:05/27/2025
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 May 11th I called in and placed an order for a taco pizza, a non-human thing took the order. Picked it up that day and got it to my Mother-In-Law's house as that's what she wanted for Mother's day. She opened it up and the taco chips (part of what makes it a *********** were missing. We didn't have time to go back to the store and wait for them to remake a new pizza, so we ate. I called back later, and could not get a human on the phone at that store, and it kept hanging up when I tried. I went down to the store to try to talk to a manager after that, and the cashier said there wasn't one there, she called her manager on her cell phone and let me talk to the manager. The manager said she'd tell the "refund guy" about it the next day, Monday May 12th, and refund would take up to a week to hit the card. Said I'd get an email too letting me know they initiated the refund. I let 8 days go by and called Corporate on Monday May 19th, when the refund hadn't hit AND I never got that email from Casey's. They said that it appeared nobody had even initiated that refund, they were sorry, they'd get it done now. I finally got an email from them on May 22nd saying the refund request was submitted on the 19th and would take 3-5 business days to hit the card. Business day 5 is upon us and there isn't even a PENDING refund on my card from them. Called them again just now and they are claiming the refund was processed back on the 23rd of May and now it must be my bank's fault. No, it's just Casey's still not doing their refund right, I've gotten refunds dozens of times from everyone else with no issue. I want the $18.18 that I paid for the item that I didn't receive refunded to me.
Business Response
Date: 05/28/2025
Hello ******,

As they told you on the phone we have processed that refund on the 21st of May. That process is 3-5 business days. Today the 28th is only 4 days from that date. We apologize for the delay.

As a token of our apologies we have added a free large pizza to your account. This will be found in your saved offers and be available to you for 30 days.
We have attached a screen shot of that refund for your reference. Please let us know if we can assist any further.
We hope to serve you again very soon in the future. Thank you for choosing Casey's.

Thank you,
**** M
Casey's Guest Relations
Customer Answer
Date: 05/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is SLIGHTLY satisfactory to me.
Casey's claims in their response here that the 21st of may is when they initiated the refund, and therefore I wasn't at the 5 business days mark. But they are lying, the email I got FROM THEM on the 22nd stated they initiated it the 19th, not the 21st. I called my bank like they asked yesterday and the bank said there was NOTHING there, and Casey's therefore couldn't have sent it back then. Funny how TODAY I get a credit, AFTER I file a complaint with the BBB the day prior. Either way, I shouldn't have had to call on 3 different occasions, AND go down there before that, in an 8 day period, in order for them to even START the refund. As I stated before, Casey's corporate even admitted to me 8 days after my initial call that nobody initiated a refund like they had told me they would the first time.
Sincerely,

****** *******
Initial Complaint
Date:04/14/2025
Type:Delivery 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.
This isn't just about one online order, its about a systematic failure in Casey's online ordering process, that is purposely faulty and time consuming when it comes to resolving issues, in order to keep customers from getting a timely refund. It would take minimal effort to streamline the ordering process like every other modern business has. If you order a delivery Friday night, and its never delivered, or partly delivered, there is absolutely nothing you can do about it until Monday. You can't request that the missing items be re-delivered. No one at the local Casey store has a clue how to handle these situations. Caseys blames Doordash and vice versa. And after spending an hour starving all you can do is hope you remember to call them next week. Meanwhile, the money is long spent. Don't put it on your customers to resolve issues that aren't thier fault. The store was aware of the issue, I filled out a form with Doordash that your team received, yet you never called. Your failure to act speaks of your motives. Do business fairly. There are already ****** posts of customers complaining of this. It's making your store employees seem really dumb. One last thing. About 30% of the time when i order hot food, and drinks from your store, they either forget the food, or they forget the store drinks. Nothing should be handed off until the order is complete. This is fundamental stuff.
Business Response
Date: 04/14/2025
Hello ******,

Thank you for contacting Casey's.

We apologize for any disappointment with your recent order.

Caseys leadership team will provide additional training to ensure orders are made correctly and to Caseys standards.
And to ensure that we are handling situations as they arise so guests dont have to wait a long period for a refund or additional product.

We have requested a refund for the amount of $33.12. You should see that amount back on your payment account in 3-5 business days.

As a token of our apologies we have added a free large pizza to your account. This will be found in your saved offers and will be available to you for 30 days.

Pleases let us know if we can assist any further. Thank you for choosing Casey's.

Thank you,
**** M
Casey's Guest Relations
Initial Complaint
Date:03/25/2025
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 received a Special offer addressed to my name to my home address.When I tried to have them honor the offer they refused.
Business Response
Date: 03/25/2025
Hello ******,

Thank you for contacting Casey's. We apologize for this inconvenience.
Would you please supply us with the store location you were trying to use this coupon.
Please also provide us with your mailing address and we can get you a gift card that will work for an order.
Thank you for choosing Casey's.
**** *.
Casey's Guest Relations
Initial Complaint
Date:03/03/2025
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 purchased some items from the store on 01/17/25. When the person running the register bagged my items, she did not put a sandwich into my bag, so I never received it. I have contacted the store numerous times to no avail. I completed a complaint form with them online. In an email dated 01/27/25 from the business, I was told I would be issued a refund of $3.69 issued to my bank account, expected to show in 3-5 business days from Jael in the *************************** This refund has never been issued. I sent two follow up emails requesting my refund, on 02/25/25 and on 02/19/25. They have not responded. I am requesting that the business issue my refund immediately as stated in their email to me.
Business Response
Date: 03/03/2025
Hello *****,

Thank you for contacting Casey's.

We are showing from our credit department that the refund was processed and approved. This was approved on 1/27/2025. If you are not seeing that you will have to dispute with your card issuing bank.

Thank you,
**** M
Casey's Guest Relations
Customer Answer
Date: 03/04/2025

Complaint: 23009584

I am rejecting this response because:

Per my bank, this refund has never been received by them and cannot be disputed as there is no record of it.
The merchant is the only one who can track where they issued the refund to as it was not to the card used to purchase the item, nor to me.
Sincerely,

***** *********
Business Response
Date: 03/04/2025
Hello *****,
We have sent you a screenshot through your email for your reference on the adjustment.
We have added $5.00 to your rewards account since we can not do the refund again. This will be available to you for 30 days until fully redeemed.
Thank you for choosing Casey's.
Initial Complaint
Date:02/03/2025
Type:Delivery 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.
Placed order 2/2/1025 evening for order number M029390202-120602236 order was made completely wrong, use points as well as credit charges and manager was completely rude and unknowns and was refusing to rename the pizza correctly
Business Response
Date: 02/03/2025
Hello ******,

Thank you for contacting Casey's.

We apologize for the experience with your recent order. We have requested a refund for the amount of $13.60. You should see that amount back on your payment account in 3-5 business days.

We have also added back the Casey's cash to your account. This will also be available to you for 30 days.

Please let us know if we can be of any further assistance. Thank you for choosing Casey's.

Thank you,
**** M
Casey's Guest Relations
Initial Complaint
Date:01/24/2025
Type:Delivery 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.
Yesterday (1/23/2025) I ordered a large taco pizza from the Casey's app, & I made sure that I tipped just enough so it would be $25 exactly. Everything seemed fine, it said it was on the way until I refreshed and seen that it said the pizza was sent back to the store! So I called and they told me that on their end, it said it was delivered. It was not! I told them Nobody tried to contact me at all I didn't get the pizza, nothing. They gave me a number to call and it was customer service for door dash, and when I called them- they told me they couldn't do anything because I ordered from Casey's app and not doordash and to call the store back. When I did, the store then gave me a different number for door dash support! I'm not going to keep going back and forth so I am stuck here, apparently unable to get a refund, or even the delivery of the pizza I paid for?!
Business Response
Date: 01/26/2025
Hello Rianne,

Thank you for contacting Casey's.

We apologize for the experience with your recent order.
We are showing we have requested a refund for the amount of $25.00 . You should see that amount back on your payment account in 3-5 business days.
Please let us know if we can be of any further assistance. Thank you for choosing Casey's.
Thank you
**** *.
Customer Answer
Date: 01/27/2025

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:01/10/2025
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.
My daughter was in the Casey's at *************************************** on January 7, 2025 around 420pm. She went in and paid $25 cash for gas. As the clerk took her money he said, "the pump may or may not work, but there are no refunds." My daughter went out to pump gas and it did not work. Since the clerk told her no refunds, she left-she then called and told me. I showed up to the Casey's and demanded the cash of $25 to be refunded and the clerk started to cuss and refused to refund the money. Told him I am not leaving until it is refunded. Told him to call the manager he kept refusing and then finally looked at the lady on the phone and said can I just give her the cash back and put the money on the counter. As I started to walk out he followed me and harassed me on my way out the door. This right here indicates the clerk was not only taking advantage of a young female, but going to pocket the cash. In addition harassing a customer was unnecessary. I tried to call the store TWICE since then to speak with the manager and there is never one there.
Business Response
Date: 01/13/2025

Hello *****,

Thank you for reaching out to Casey's. We apologize for any inconvenience.

I have shared your information with the District Manager at the store.

If you do not hear from him please let us know and we will reach out further.

Thank you for choosing Casey's.

Thank you
**** *.
Casey's Guest Relations
Customer Answer
Date: 01/20/2025

Complaint: 22793841

I am rejecting this response because:
i have not heard from anyone in regards.

Sincerely,

***** *******
Business Response
Date: 01/22/2025
Hello *****
Thank you for getting back with us. We apologize for any inconvenience.
Would you please supply us with a mailing address and we will get you a $25.00 gift card mailed to you right away.
Thank you
**** *.
Customer Answer
Date: 01/22/2025

Complaint: 22793841

I am rejecting this response because:
Hi ****,
My address is ******************************************

Sincerely,

***** *******
Customer Answer
Date: 01/22/2025
Hi ****,

My address is ******************************************

Sincerely,

***** *******
Business Response
Date: 02/03/2025
We have sent ***** a gift card in the amount of $25.00 on January 23rd.
She should already have received this card.
Please let us know if you need further assistance.
Customer Answer
Date: 02/04/2025

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:01/02/2025
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.
I disputed a Caseys charge of ***** Sunday morning around 8am 11/18/24. I used debit card to pay at pump and mistakenly selected premium grade unleaded, so I holstered the gas nozzle and attempted to start the process over and it would not let me. I looked at the charge on my account and discussed with the attendant She indicated it was a pre-auth charge. I told her it was an odd amount and was actually charged and not pending so told me to contact Caseys which I did. The Caseys *** indicated it was a charge for ********** and my truck is not diesel. Photo 1-Caseys pump charge of ***** for ****** gallons of gas. My truck has a max capacity tank of 24 gallons even if it was empty, which it was ********* 2-Just over tank of gas with mileage indicator of 73, ********* 3-picture of gas gauge full and mileage of ****** filled up at gas station down the street due to issue at **************************** 4-Went down the street to fill up the other half of tank at OnCue ***** for ****** gallons of gas
Business Response
Date: 01/02/2025

Hello *****,

Thank you for contacting Casey's.

We apologize for the experience with your recent visit. We have verified by the store video that you did not pump any fuel.

We have requested a refund for the amount of $85.92.

You should see that amount back on your payment account in 3-5 business days.

Please let us know if we can be of any further assistance. Thank you for choosing Casey's.

Thank you,
**** M
Casey's Guest Relations
Customer Answer
Date: 01/02/2025

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:12/30/2024
Type:Service or Repair 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 12/28/2024 at approximately 12:50pm I was at the counter making a purchase at Casey's store number 1424 when the assistant manager, *****, and her husband, ******* became engaged in a loud and argumentative domestic dispute. They were yelling so loudly that the cashier couldn't hear me as well as I couldn't hear her, even though we were only a few feet apart, due to the loud argument the assistant manager and her husband were having approximately 10 feet away. This is not the first incident with these two. When brought to the managers attention, **** Clamp, it is simply brushed off and doesn't seem to concern her in the least. I contacted the ************************************ at approximately 1:40pm in an attempt to get a hold of the district manager. ****, the ************* manager took my phone number and name and said she would see if the district manager would get a hold of me. It has been almost an hour and no one has attempted to contact me. The amount of stress I have endured due to this unprofessional event has pretty much ruined the rest of my day.
Business Response
Date: 12/30/2024
Hello ******,

Thank you for reaching out to Caseys.

We apologize for this experience. We will share your concerns with Caseys leadership team and address them appropriately to ensure we are providing the best possible experience at our stores.

As a token of our apologies we have added a free large pizza to your account. This will be found in your saved offers and will be available to you for 30 days.

We truly appreciate your feedback and hope to serve you again soon.

Thank you,
**** M
Casey's Guest Relations

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Casey's General Stores is NOT a BBB Accredited Business.