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:12/23/2024
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.
price for Velo is on the door at $3.56 but once inside its $5.67 and they will not honor the price shown on the door, was told they didn't care and I could shop some place else, asked to talk with the manager and was told would not help and they didn't care. thought maybe it was a bad day returned a few days later to try again and was told they didn't care and then again over paid the door price. I checked the door price before leaving and taking a picture, no where on the sign does it have requirements. I have over paid on two different times. no help or care to help, I understand its only a few dollars but its on I want to pay what the price shows not what it rings up to.
Business Response
Date: 12/26/2024
Hello ******,

Thank you for reaching out.

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.

Per your receipt we are showing that you did only pay 3.57 per can of Velo, per the receipt below.

Casey's General Store # **** ********************************** Receipt # = ******* 12/23/2024 13:13
Register # = 1 Cashier = 400 - ******* ******* Receipt Status = Normal Internal Key = ********** _______________________________________________________
Monster Import 18.6oz(x1)***********) $4.49
Pop Deposit Single(x1)(17005) $0.05
Monster Import 18.6oz(x1)***********) $4.49 Pop Deposit Single(x1)(17005) $0.05
Coke Classic 20oz(x1)(4900000044) $2.25 Promo=114942
Pop Deposit Single(x1)(17005) $0.05
Coke Classic 20oz(x1)(4900000044) $2.25 Promo=114942
Pop Deposit Single(x1)(17005) $0.05
Velo Black Cherry 7mg Can(x1)(84017060069) $3.57 Promo=116384
Velo Black Cherry 7mg Can(x1)(84017060069) $3.57
Velo Citrus Burst 7mg Can(x1)(84017060078) $3.57 Promo=116384 _______________________________________________________
SubTotal $24.39 Tax $1.69 Total $26.08 _______________________________________________________
Received $26.25 Cash Change - $0.17 Cash

Please let us know if we can assist any further. Thank you for choosing Casey's.
Customer Answer
Date: 12/27/2024

Complaint: 22713788

I am rejecting this response because:
It says 3 for $5 not at $3 and change
the complaint was filed with the price above $3
again the price on the door states 3 can for $5.00 not the price listed on the receipt
***** was zero help and could care less

Sincerely,

****** ****
Business Response
Date: 12/27/2024
Hello ******,

We have verified with the store that the sign says buy 3 save $5.00 now. It had stated $3.57 each.

We apologize for any inconvenience. Thank you for choosing Casey's.
Initial Complaint
Date:12/11/2024
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 submitted a online order for the Caseys store in *******, ******* on 12/10/24 at 6:30 pm for some ice cream that I like and is sold there, it said to wait 40 min so before I left to go pick it up I called to make sure they had it there, the employee who picked up the phone at the store didnt know anything about the order so I asked if they even had it in stock, he told me I would have to drive up there and see for myself, I explained to him I didnt want to drive all the way there if they didnt have it and he said I would have to walk into the store and see for myself that he wasent going to look and said some cuss words to go along with it. All I wanted to know is if they had my order and if it was in stock, the employees at that store are so lazy and so rude and never have anything stocked, I have had to go back into the coolers myself to find things, ABSOLUTELY THE WORSE customer service I have ever experienced!
Business Response
Date: 12/11/2024
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.

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

Thank you,
**** M
Casey's Guest Relations
Initial Complaint
Date:12/04/2024
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 ordered online at 605 and when I got there 15 min later was not ready so I waited and waited only to notice it n warmer then when I got home it only had 12 pepperoni and one piece of Canadian bacon not to mention the lack of sausage (none on it) I customized it so that it would have everything I wanted pepporoni canadian bacon and sausage ,.it had very few pineapples and less black olives .it wasn't worth ***** at al.l there were bites with no meat at all I ask for lite sauce and got a lot it was the worse pizza I ever PD that much for and it'll b the last.
Business Response
Date: 12/09/2024

Hello ********

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

We would be happy to assist you further if you could provide as much of the following information as possible:

Date:
Store:
Purchase Total:
Last 4 of Card (if applicable):
Receipt Number:
Order Phone Number (if applicable):

We look forward to hearing back from you.
Thank you
**** *.
Casey's Guest Relations
Initial Complaint
Date:11/18/2024
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 11/11 I tried to purchase gas from the pump but canceled the transaction as my son went in to pay for the$20 in gas inside the store, the $100 was never refunded to my card.
Business Response
Date: 11/18/2024

Hello *******,
Thank you for reaching out to Casey's.

We apologize for any inconvenience this may cause. When you pay at the pump, some card issuers require a temporary pre-authorization hold. Pre-authorizations will drop off your account, and you will only be charged for the amount you purchased once the transaction is fully processed. If you were unable to or did not get the fuel that hold can be held for a longer amount of time making sure that transaction did not go through. It will Fall off your account but will not show as a refund.

Please 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:10/15/2024
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 10/3/24 I paid for air for a low tire from their pay per use air compressor. The cost was $1.75 from my credit card. I believe the air compressor was owned by ******. The compressor didnt work and when I told the cashier about it she told me to call the phone number listed on the machine. I have called them numerous times and all I get is an answering machine. Ive left my info several times but they havent contacted me. I know $1.75 isnt much but I just dont like getting ripped off. Im sure many others have been ripped off too. The phone number listed on the machine is ************. Thank you.
Business Response
Date: 10/15/2024
Hello Lane,

Thank you for contacting Casey's. We apologize for any inconvenience.

Since it is a third party, we have no access to the transaction information. However as a token of our apologies for them not responding to your message we have supplied a refund of $1.75 and also $3.25 courtesy to your rewards account in the form of Casey's cash. This will be available to you for 30 days or until fully redeemed.

We hope that we can have the pleasure to serve you again soon. Thank you for choosing Casey's.

Thank you,
Sara M
Casey's Guest Relations
Customer Answer
Date: 10/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22401090, and find that this resolution is satisfactory to me.

Sincerely,

Lane Raydon
Initial Complaint
Date:10/08/2024
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.
They had a misfunction on there gas pump. I had used my credit card to purchase gas when the pump wasn't working, went inside to tell them to turn on the pump and they look out to the pump and it was running over. 5-15-2024 time: 12:23 That took about 10 second to walk to the building. I've tried talking to the company for a fair compensation a **** first and than with Maditson that was on 5-28-2024. The store number 1686 but Casey's closed that that one. Help me if you can because Casey's doesn't seem to. Thanks for being there.*** *******
Business Response
Date: 10/08/2024
Hello James,

Thank you for contacting Casey's. We apologize for any inconvenience.

We are showing you pumped fuel and wonder how much you think you actually pumped that was able to get into your vehicle?

We hope to hear from you soon.
Thank you
Sara M.
Customer Answer
Date: 10/17/2024
In regards to this complaint I have not been able to see where I can reply. So to let Casey's know how much gas I think it took should be 2-2.5 gals at the most. As I stated it only took about 10 seconds to walk to the building, I was just topping the tank off because we were going on a trip that day.
Business Response
Date: 10/17/2024
Hello James,

Thank you for that reply

We apologize for the experience with your fuel purchase.

We have requested a refund for the amount of $50.00. 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.
Customer Answer
Date: 10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22392127, and find that this resolution is satisfactory to me.

Sincerely,

James P. Johnson
Initial Complaint
Date:09/03/2024
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.
I filled up my vehicle with fuel at approx 6:25 pm on 9/2/2024. I filled it with regular unleaded which was listed as being $2.88/gallon. The pump stated I filled up with ****** gallons of fuel and was charged $35.37 - overcharging me by 10 cents if the amount of fuel I received was accurate.
Business Response
Date: 09/04/2024
Hello ****,

Thank you for contacting Casey's. We apologize for any confusion.

If you note, on the sign it says *****, which in turn will charge you the 2.89/ gallon.

We appreciate you looking out for our mistakes because they can happen. In this case you were correctly charged for your fuel.

Please let us know if we can be of further assistance. Thank you for choosing Casey's.
Initial Complaint
Date:08/12/2024
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.
Please see attachment for full information.Store: Casey's General Store at ************************************************ On Saturday, August 3rd - I attempted to cash in an Indiana Lottery Ticket in the amount of 20 dollars. Clerk took the ticket. Indicated problem with the machine and could not cash.I took the ticket to another retail outlet, and was told the ticket had been cashed.I returned to Casey's General Store in ********** - was told ticket showed cashed. I explained that moments before the clerk indicated she could not cash due to problems with the system.***** took my name, telephone number, address, and the ticket, indicating the manager would get back to **** called on Monday, August 5th - manager not available - clerk took my name and number I called on Tuesday, August 6th - manager not available - clerk took my name and number I went back to the store on Thursday, August 8th. Manager indicates he could not locate information clerk had taken (ticket/name/address/telephone number) and that she would be in later in the day. He would check and call me. I indicated the cashier drawer for Saturday August 3rd might show it was $20 over to prove I did not get the payout - he states that he did not know and that is a corporate thing. (??) He walked away from me/left me standing there. The other clerk said that the manager would call me back later in the day. I did not receive a call back.I am requesting the store manager mail me a check in the amount of $20, which is the amount I won on the Hoosier Lottery ticket.
Business Response
Date: 08/15/2024
Hello ****,

Thank you for contacting Casey's.

We have reached out to the manager and he is going to contact you to get the information to get you your $20 winnings.

We do apologize for any inconvenience and the wait time.

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

Thank you,
**********
Casey's Guest Relations
Initial Complaint
Date:08/05/2024
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 had attempted to get some gas from one of their pumps. The pump malfunctioned and kept saying withdraw your debit card. I already had done so, and the pump would not let me do anything else. I complained to the cashier on duty, and they said the pump would time out. But I found out at my bank (Horizon in ****** *******) someone had used that same pump 20 minutes later and was able to access my debit card. Because the pump malfunctioned and did not time out it allowed another person to use my debit card. Casey's is liable for this because their gas pump was at fault and did not time out which would have prevented my debit card number from staying active in the gas pump. As I said, Casey's is responsible for their gas pumps working correctly and they did not correct the problem with the gas pump even though I had pointed out to them it was malfunctioning, thus they are responsible for allowing another person to be able to get gas from the pump because my debit card number was still active in the gas pump.
Business Response
Date: 08/05/2024

Hello {{{Recipient.FirstName}}},

Thank you for reaching out to Casey's.

We would be happy to assist you further if you could provide as much of the following information as possible:

Date:
Store:
Purchase Total:
Last 4 of Card (if applicable):

We look forward to hearing back from you.
Thank you
*********************
Initial Complaint
Date:08/05/2024
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 opened a business account with ********************** for the purpose of buying fuel for my business vehicles, I paid them a deposit of $500. This was in March of 2019, after a year the deposit was supposed to be returned. I requested the return of the deposit in writting twice with no response. I closed the account in June of 2024 and at that time again requested the return of my deposit, I was told it would take approximately 4 weeks. In August of 2024 I called to find out the status of the return of my deposit and was told it had not been requested so I again went thru the process and was told it would be about 3 weeks for the return of the deposit.
Business Response
Date: 08/05/2024
Hello *******,

Thank you for contacting Casey's. We apologize for any inconvenience.

We have shared your information with out Business card team to assist in getting this taken care of.

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

Thank you
************
Customer Answer
Date: 08/05/2024

Complaint: 22084006

I am rejecting this response because:
It is a small effort, but just saying they will pass it along along is really Not an effort at all is it

Sincerely,

***************************
Business Response
Date: 08/06/2024
Hello *******,

Thank you for your reply. Our department is not the correct team that handles these situations.

Please by all means if they do not get you taken care of we would be happy to reach out again.

We do hope this situation is resolved in a timely matter.

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

Thank you
**********

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