Complaints

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

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Casey's General Stores has 88 locations, listed below.

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• 

  Casey's General Stores

  1 SE Convenience Blvd Ankeny, IA 50021-9672

• 

  Casey's General Stores

  1802 Highway 71 S Okoboji, IA 51355-7746

• 

  Casey's General Stores

  303 River Avenue South Belmond, IA 50421-1019

• 

  Casey's General Stores

  624 W 5th Wilton, IA 52778

• 

  Casey's General Stores

  PO Box 3001 Ankeny, IA 50021

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:01/31/2023

  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.

  I purchased air to fill up the tires in my vehicle. It didn't add air, it took it out. I went inside to ask for a refund. They said they couldn't do it and they gave me a phone number to call. I could only leave a message. No one returned the call. I paid $1.75. This was at the *********** location.

  Business Response

  Date: 02/01/2023

  Hello ******,
  
  Thanks for reaching out to us.
  
  Casey's updated many of our stores in the area, and as part of that project our air machines were updated at the end of April. Our ultimate goal is to create a great guest experience.
  
  The update to the air machines included transitioning from free air to a pay air system to better serve our guests.  The benefit to these new air machines is that they are newer and more reliable with new technology that makes fill-*** more efficient and effective. Guest can input the *** needed for their specific tire, and the air machine will automatically shut when the tire is full.
  
  Casey's does not own these air machines.The toll free # provided by our store ************** is the contact for the company that owns and services them.
  
  As a guest courtesy, we have refunded the $1.75 to your rewards account in the form of Casey's cash.
  
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising 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 went to Caseys yesterday around 5pm after I got off work. When checking out I put my rewards phone number in so I could get my rewards. At the end of the transaction and I paid and the lady told me that my number didnt go thru. I was upset I just got done spending ***** and now it's not going to register. Not to mention that I bought 4 packs of lucky strikes and 2 monsters so those member discounts didn't go thru. I got the receipt for my purchase but not seeing a way to put in a reference number in the app. This is frustrating. I have the info and would like to be given my points for my purchase and my discount that I never received. Store **** Purchased 1/30/23 16:42:28 Sequence #**** Ref.00000000200****224224230130 The total was *****.Sincerely,*****************************

  Business Response

  Date: 02/14/2023

  Hi ****,
  
  Thanks for reaching out to us.
  
  I did look into the purchase on 1/30/23 and found that you were given the appropriate amount of points for that purchase.
  
  You can find your points for purchases in Transactions, after clicking on more tab. 
  
  I have also sent you a copy of your receipt with discounts applied to tobacco purchase for your review. 
  
  Feel free to reach out to us with any rewards questions.
  
  Thank you,
  Darcy 
  Casey's Guest Relations
  ************

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising 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 1/182023 i ordered a taco pizza and a ultimate **************s the ************** had maybe ten pieces of pinapple on it , and the store had no taco sauce , who wants a taco pizza without taco sauce which i complained about and all i got was a sorry , really my dogs liked it but what do they know they are happy with the crusts i had no idea about the lack of pineapple till i got home , i tried to contact the store in 5 occasions 2 times they picked up phone and hung it up twice no one answered it and the other they took down my info supposedly but no responce thank you for your attention to this matter

  Business Response

  Date: 01/31/2023

  Hello *******,
  
  Thank you for taking the time to contact us and please accept our apologies for the disappointing experience at our store.
  
  We want all of our guests to enjoy great service and the highest quality of food, prepared in a timely and professional manner.
  
  A Casey's Region Director will promptly address your concerns at this store, as well as review our food preparation protocol with all team members and provide additional guest service training to ensure our store operations improve.
  
  I have added two complimentary large specialty pizzas to the saved offers in your Caseys rewards as part of our apologies. 
  
  Thank you for your patronage, as your business is sincerely appreciated. Please accept our sincere apologies and we do hope you will allow us the privilege of serving you again soon.
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

  Customer Answer

  Date: 01/31/2023

   
  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:01/30/2023

  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.

  Hello,I have a Casey's gift card with money left on it. I used it at a Casey's in the Waterloo/CF area over a week ago and it worked fine. It would not work at the Casey's in ******, **. There is no PIN on the card, but I used it appropriately per Casey's instructions for cards not having a pin.This is unacceptable that you have no support on the weekends, considering Casey's is open seven days a week.The gift card number is 6004880800010570434.Regards,*********************

  Business Response

  Date: 01/31/2023

  Hello ******,
  
  Thanks for reaching out to us and sorry to hear about your gift card.
  
  This gift card was activated for $20.00 on 12/24/2018, and our gift cards lose $2.00 per month in value after a year of inactivity as stated on the gift card.
  
  This card has had no activity and lost all of its value on 9/30/2020.
  
  We are happy to replace the lost value on your gift card.
  
  Please share your mailing address and we will send you two new $10 gift cards to replace your $20.00 lost value gift card. 
  
  Thank you,
  Darcy 
  Casey's Guest Relations

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  

  My address, to send to Casey's is:

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

  **************.

  ******, ** 50622
  

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

• Initial Complaint

  Date:01/16/2023

  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.

  Horrible **************** In Nov 2022 I was traveling with a 26ft Uhaul truck with a car hauler trailer. I stopped at your ********* ** store to fuel at your pumps with the trailer partially blocking the throughway on the opposite side of the store. I exited the vehicle and started pumping the gas. The other driver continued to watch the pump as I went into the store to use the bathroom. As I entered the store the cashier asked if I was with the uhaul and I replied "yes", she then said you can't park there, you are blocking other customers. She replied that is so stupid, who would do that. As I continued on she continued to berate me to other customers. The other driver entered and said we are sorry but we had no other choice but to park like that and she started berating him and telling him it was none of his business. I returned to the store to ask for the manager to express my disbelief and anger for being called names and berated in front of other customers. I talked to a manager in training. He gave me a number to call and I asked him for the name of the cashier and she again started saying don't give him my name. She started arguing again, so I start walking out the door and another employee makes a remark in a condescending voice " Sir you have a nice day" and I turn to him and ask for his name. That again started an argument. I departed and continued my trip home. The next day I called and the person I talked to said he was the assistant manager but would not give a name. I started a conversation with him about what had happened and he got angry with me and hung up. I called back and another assistant manager answered and would not give a name. She gave me corporates number which was not correct. I finally got a number for corporate off the internet and called. Corporate took my complaint and said I would hear something from them as soon as they pass this on to the District Manager for that area. The incident was the end of November and no contact yet.

  Business Response

  Date: 01/17/2023

  Hello *****,
  
  Thank you for reaching out to us and please accept our apologies for your disappointing experience at our *********  store. 
  ? 
  At Casey's we pride ourselves in providing courteous service and a Casey's Region Director will promptly address these concerns at the store level, take appropriate action, as well as provide additional guest service training to the team members to improve our operations. 

  Thank you for your patronage, as your business is sincerely appreciated. We do hope you will allow us the privilege of serving you again soon.? 
  

  
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

• Initial Complaint

  Date:01/16/2023

  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 have reached out twice via email regarding rewards app stating user disabled. Apparently from reading other complaints this is an ongoing issue that should have found a resolution. I am unable to use the rewards I'm acquiring due to this issue and request immediate resolution.

  Business Response

  Date: 01/17/2023

  
  Hello *******,
  
  Thank you for bringing this to our attention, and please accept our apologies for any disappointment.
  
  Our Digital Team continues to work on resolution for this issue.
  
  We are sorry for any inconvenience this has caused you.
  
  We will address this with our team.

  Please delete and reinstall the app before attempting to sign in again within 72 hours. 
  
  Thanks,
  *****
  Casey's Guest Support
  

  
  

• Initial Complaint

  Date:01/16/2023

  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.

  I can't log in to my Casey's rewards because it says Sorry! User disabled. I have sent multiple emails to Casey's explaining this and the issue still isn't resolved. I have done everything they have suggested and nothing works.

  Business Response

  Date: 01/17/2023

  Hi Crystal,
  
  Thanks for reaching out to us.
  
  We are aware of this issue, and our technical team is looking into this further. 
  
  We typically can get the account working within 72 hours once we are notified of this issue.
  
  Your account is still earning points for purchases, and will be available to you once login issue is fixed.
  
  Your patience is appreciated, and we look forward to serving you again soon.
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

• Initial Complaint

  Date:01/11/2023

  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.

  I am also having issues with my app giving me the user disabled message. *** tried resetting and logging in other ways. It seems like this issue has been known and going on for over 2 months, but isnt being resolved.

  Business Response

  Date: 01/11/2023

  Hi *****,
  
  Thanks for reaching out to us.
  
  Thanks for making us aware of this issue, and our technical team will be looking into this further. 
  
  We typically can get the account working within 72 hours once we are notified of this issue.
  
  Your account is still earning points for purchases, and will be available to you once login issue is fixed.
  
  Feel free to reach out to our customer support @ ******************************* in the future. 
  
  Your patience is appreciated, and we look forward to serving you again soon.
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Ordered a pizza and cheese breadsticks on 1/9/22. The pizza was not what I ordered (I ordered sausage and pepperoni and just got sausage) and the breadsticks were overcooked and very dry. Typically, I would reach out to Caseys via the app, but I have not had any luck getting a response for a few months now. I order from Caseys a lot, and my orders get messed up quite a bit, but in the past it has always been made right, so I have contributed to be a loyal customer. I reached out about issues with orders and received no response on 11/3/22 and again on 12/4/22. I dont know if something has changed with customer service, but it is very disappointing. I would appreciate someone reaching out and making this right.

  Business Response

  Date: 01/10/2023

  Hi ******,
  
  Thank you for taking the time to contact us and please accept our apologies for the disappointing experience at our store.
  
  We want all of our guests to enjoy great service and the highest quality of food, prepared in a timely and professional manner.
  
  A Casey's Region Director will promptly address your concerns at this store, as well as review our food preparation protocol with all team members and provide additional guest service training to ensure our store operations improve.
  
  I would like to send you a coupon for a complimentary large specialty pizza and cheese breadsticks as part of our apologies; this has been added to the saved offers in your Caseys rewards.
  
  Your complaint about the 12/4/22 order has been directed over to our internal Quality Review team and will be addressed with you as soon as they complete their review.
  
  Thank you for your patronage, as your business is sincerely appreciated. Please accept our sincere apologies and we do hope you will allow us the privilege of serving you again soon.
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

• Initial Complaint

  Date:01/09/2023

  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.

  I continue to try and log into my user ID for ***** rewards and I still get prompted: USER DISABLED. *** asked several times for help in regards to this, but to no avail. I simply just want to log on so that I can use the rewards and points Ive earned by being a loyal customer at **********************.

  Business Response

  Date: 01/10/2023

  **********,
  
  Thanks for reaching out to us.
  
  We are aware of this issue, and our technical team is looking into this further.
  
  We typically can get the account working within 72 hours once we are notified of this issue.
  
  Your account is still earning points for purchases, and will be available to you once login issue is fixed.
  
  Your patience is appreciated, and we look forward to serving you again soon.
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations