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.

If you've experienced an issue

Submit a Complaint

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:10/27/2022
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.
For some reason my rewards account was deactivated. I know I had at least $20 in rewards and 6 pizzas towards a free one. I called customer service and spoke to **** but he couldt figure it out. He did mention another name but it is not anyone that I know I just want me rewards back and be able to keep receiving rewards
Business Response
Date: 10/27/2022

Hi ****,

Thank you for your patience while our team reviewed this information.

In review of your rewards account, I see you had some unauthorized use and your account was deactivated.

We are happy to help you restore your account and lost points. Please open a new account and use a new, never used before password. This will ensure you are the only user with login information to your account.

Reply to this message once your password has been set-up and I will add **** points back to your Casey's Rewards.

Please contact my direct line at ************ if you have any questions.

Looking forward to hearing back from you!

Thank you,
Darcy
Casey's Guest Relations
Customer Answer
Date: 10/27/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ****************** called and spoke to ***** and she walked me through setting up a new account under a different email, but I am not seeing my points added back to the account yet. Once I can see the points, I will update the status.

Sincerely,

*************************
Initial Complaint
Date:10/19/2022
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 went to Casey's online app to find my user account has been disabled. I didn't disable it and would like it restored so I may access my rewards.
Business Response
Date: 10/20/2022

Hello ******,

Thanks for reaching out to us.

In review of your rewards account, I see you used the phone number ********** and email ***************************** to set up your account.

Please follow the instruction below on how to change your email address:

1) Visit www.caseys.com and sign in to your Rewards account.

2) Select "Account" from the drop down menu located in the top right-hand corner of the screen.

3) Select "change" next to your email address listed under your account's "Personal Information".

4) Enter and confirm the desired change in your email address and select save changes.

If your desired email address is associated with an existing account, simply login with that existing email address. Follow the "Forgot Password" link if you need to reset your password.

Have a good day!

Thank you,
Darcy
Casey's Guest Relations
************
Initial Complaint
Date:10/13/2022
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 Sept 17th, 2022, shortly after 1:30 PM CT, I received three notifications from my bank related to charges that just occurred at this Casey's location. Within three minutes there was a charge for $149.38, then $149.35, then $67.00. I was told these were credit card charges with the physical card, however I had the physical card in my possession and was with family and had not traveled to ******, which is about 30 miles from where I live. My credit card had been skimmed when I used it earlier in the week.I reached out to the store and they directed me to the corporate customer care line. I was not able to reach anyone by phone so I sent an email requesting information on these charges in order to be able to contest them with my bank. Not only have they not provided me with any information, they have not even attempted to reach out to me to find out what information I need. Casey's in ******** has seen a significant amount of fraudulent charges over the past 4 -6 weeks, so I don't know if there is someone working at Casey's that is participating in the fraud. Bottom line is that without specific information, my bank is saying that they can not reimburse me. I am a senior citizen and the loss of $370 is significant.
Business Response
Date: 10/13/2022
*********************,

Thanks for reaching out to us and sorry to hear about the unauthorized activity on your credit card at our store in *************.

Please provide me with the store number(s), date(s) of transaction(s) and last four digits of the credit card used.

I need this information to look into this.

If there was unauthorized use, you need to report this to your bank or card provider as fraud, so they can work on resolution for the charges and secure your account.

Thank you,
Darcy
Casey's Guest Relations
************
Initial Complaint
Date:10/12/2022
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.
They charged my card twice for something I bought in the store. I tried to get my money back and they continue to tell me they sent the money on September 26th. My bank continues to tell me that they did not send it to my bank and it has not hit my account.
Business Response
Date: 10/12/2022

Hello ******,
I'm sorry to hear about the double charge from our ************** store on 9/24/22.

We did issue a refund in the amount of $22.90 back to your bank on 9/27/22.

Your bank just needs to accept the refund on their end.

We also have gifted you a complimentary *************** as a guest courtesy.

Please have your bank reach out to us if they have questions on this refund.

Thank you,
Darcy
Casey's Guest Relations
************
Initial Complaint
Date:10/03/2022
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.
Caseys overcharges and the employees just say I cant fix the price. Today I went in and got cigarettes the price should be $15.32 and I was charged $16.62. The employee just informed me I cant fix it. This has happened several times. I even emailed them a couple years ago with my receipt and complained. I got an apology from the manager. They have not bothered to fix the issue of items being marked one price and charging a higher price. There is never anyone in the store that can or will fix it. They are basically ripping people off and dont care.
Business Response
Date: 10/05/2022
Hi ********,

Thanks for reaching out to us about the offer.

In review of your rewards account, it looks like the [Save $1.20 On 2 Packs of Marlboro] saved offer was successfully redeemed at our store.

You were charged $7.66 per box for a total of $15.32 before sales tax was added.

Feel free to call us if you have questions about promotions or charges.

Thank you,
Darcy
Casey's Guest Relations
************
Customer Answer
Date: 10/05/2022

Complaint: 18156174

I am rejecting this response because: they didnt address the correct date in question. I sent copies of two receipts one from September 25 with the amount I should have been charged and October 2nd with the amount I was charged that day. The complaint was for the charge on October 2nd. Id really like to know what they are going to do to correct this as an ongoing issue if possible also.

Sincerely,

*************************
Business Response
Date: 10/06/2022
Hello ********,

Thanks for reaching back out to us.

I have added $1.30 in Casey's cash to your rewards account as refund for your over-payment.

Feel free to call us on any issues with rewards.

Thanks,
*****
Casey's Guest Support
************
Initial Complaint
Date:09/30/2022
Type:Service or Repair 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 over charged. I read the sign above the item, purchase the two items at the same time, and have the receipt and a picture of the promotion to prove my point. I did mention to the cashier that the price was off and she informed me that it should be a coffee not a tea for the promotion. That is when I took a picture of the promo and sent it along with a picture of the receipt to contact us from Caseys app. I have not gotten a real person to respond. All I have received was there auto response email that they got the message and will respond. I have replied and sent other comments without any answers. I decided in the store I had time to resolve it later than try on a short lunch break. Now I am turning to the bbb because the complaints here have been responded to. All of this for a medium drink and a breakfast sandwich at the Advertised price. I really went for a slice of pizza but they were out.
Business Response
Date: 09/30/2022
Hello *******,

Thanks for reaching out to us and sorry to hear about the promotion not being rang-up correctly at the store.

I have Added $0.88 in Casey's cash to your rewards for this oversight.

Thank you,
Darcy
Casey's Guest Relations
866 922 076
Customer Answer
Date: 10/09/2022

Complaint: 18149324

I am rejecting this response because:
I dont reject that I got my refund of over charged what I have a dispute with now is that Caseys only responded due to reaching out to the BBB before they would resolve any issue. I would like to know that they are working to resolve the issue and future issues similar. Along with have they ripped off other customers or myself when I was not as attentive. I would like to know they have resolved the issue and truly value my opinion. Since I had to go public with my issue Caseys should go public with their apology not just reimburse me for the difference I overpaid. Also reimburse others that have been overcharged. Or reassure the public that I was the only one.
Sincerely,

*****************************
Initial Complaint
Date:09/29/2022
Type:Order 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 have 2 charges on my card that just came through on my phone. For almost 52 dollars. Do cashiers not ask for identification anymore? I don't know what was bought but 2 in row. This happened at the Casey's in ****** ** and I just moved outta state 4 days ago. **** app said to contact the merchant. So that is what I'm doing. My mom just sent me that money for electric because I'm short on funds and now I'm about to lose my power. Please help me. The charges were for ***** and *****.
Business Response
Date: 09/29/2022
Hello *******,

Thank you for reaching out to us!

Please provide me with some additional information about the two charges so that I can look into this.

Please share the date of purchase and last 4 digits of credit/debit card charged.

I do not have any purchases on your rewards account for those amounts and the attached pictures were of an app order, but not a receipt or final purchase and no identifying information about the account holder.

Feel free to call me for quicker resolution. I am happy to request a refund for any charge on your account that you did not make.

*****
Casey's Guest Support
************
Initial Complaint
Date:09/29/2022
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 have contacted Casey's multiple times regarding my account being hacked. I get the "forget password" email on a regular basis. I have contacted customer support to request removing my account and information. I never received a response for directions on how to delete my account nor has Casey's customer support offered to close it for me.
Business Response
Date: 09/29/2022

Hi *****,

We are sorry to hear this news.

We value you as our guest, but If you decide you would like to proceed with deleting your account, please sign in and go to your account's personal information and select "DELETE MY ACCOUNT".

Please note your account will be deleted, including any rewards you've accumulated, and it will not be recoverable.

Thank you,
Darcy
Casey's Guest Relations
************
Customer Answer
Date: 09/29/2022

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:09/26/2022
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 purchased gas at Casey's Store #**** located in *****, **** on June 10, 2022 for a total of $76.00 at pump #6 at 5:09 Auth# ****** using my debit card. I was going through my banking transactions and noticed there was an additional charge at Casey's Store #**** on the same day, June 10, 2022 for a total of $70.40 Auth# ******. I have attached a copy of my receipt for review from that day. I am out of $70.40 for a purchase that i did not make. This additional charge has caused other financial issues.
Business Response
Date: 09/26/2022

Hello *******,

Thanks for reaching out to us.

In review of your fuel purchases, I have two receipts for 6/10/22 at our ***** store for a card ending 9393.
One was a pre pay inside the store and the other was a pay at the pump purchase.

If you did not make both purchases you will want to dispute the charge with your bank or credit card.

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:09/19/2022
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 purchased products at store which had a promo , spend ***** or more , and get .25 per gallon off of fuel (gas). I had **** off per gallon, I purchased gas at **** per gallon meaning I paid .1 a gallon. They took all my **** plus my cash rewards of **** I had in my account, I called the promotion department, on sept. 12th one day after my purchase, and was told I would get a return call, they never called back, I called again on September 14 th and was told again to wait for a call in less then 2 hours they never called, I went to store on September 15th to make a purchase, and my account was disabled,
Business Response
Date: 09/20/2022

Hello ******,

Thanks for reaching out to us.

On 9/13 you received **** of the $5.50 fuel discount.

You were only charged $0.01 per gallon as required and the remaining $1.56 of your fuel discount is being held on internal review for employee rewards fraud.

We are not able to share any information with you until this review is complete.

Thank you,
Darcy
Casey's Guest Relations

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