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:05/05/2024
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.
At the beginning of April I went to load money on my chime card. Instead of loading it Caseys deducted it instead. They said because I was trying to load money they couldnt fix it even though they messed up and took it. I tried going through chime and they wont do anything and Caseys says they cant even touch they are the ones who deducted it and technically have my money.
Business Response
Date: 05/16/2024
Hello ******,
Thank you for contacting Casey's.

Upon review of this transaction, as well as, reflected in the receipt you provided, you attempted to reload your Chime card ending in *************************************** 4654. This was brought to your attention by the store manager informing you it would not be a successful reload, however you requested he proceed.

We appreciate your patronage and look forward to serving you again soon.

Thank you,
**********
Casey's Guest Relations
Customer Answer
Date: 05/20/2024

Complaint: 21664374

I am rejecting this response because: no one told me it wouldnt go through the manager is a lying piece of s*** because he wasnt even there.

Sincerely,

*************************
Initial Complaint
Date:04/26/2024
Type:Product 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 3 transactions that are sitting pending on my gas card and all are fraudulent. I want the charges stopped asap. Two were at the same store #**** and one at store #****. All on 04/24/24.Pending Merchant Name CASEYS #**** Merchant Location ********************* 646PM Card 6615 Gross Amount $350.00 Pending Merchant Name CASEYS #**** Merchant Location ********************* 658PM Card 6615 Gross Amount $241.75 Merchant Name CASEYS #**** Merchant Location ********************* 837PM Card 6615 Gross Amount $216.72 Please let me know as soon as possible what can be done about this.
Business Response
Date: 04/30/2024
Hello *****,

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

We are showing these are all pay at the pump transactions which means a physical card of some sort had to be used. We suggest you dispute these with your bank for further assistance.
We actually had just sent you a copy of the receipts yesterday on 4-29-24. Below is the information from the receipts.

Casey's General Store # ********************************************************************************* Receipt # = ******** 04/24/2024 20:45 Register # = 99 Cashier = 99 - Pay @ Pump Receipt Status = Normal Internal Key = ********** _______________________________________________________Diesel Fuel #2(x59.884)(999200801) $216.72 Tank = 2 Pump = 14 _______________________________________________________SubTotal $216.72 Tax $0.00 Total $216.72 _______________________________________________________Received XXXXXX6615 $216.72 **** Flee
Casey's General Store # **** 4751 W ***************** Pksy **********, ** Receipt # = ******** 04/24/2024 18:57 Register # = 99 Cashier = 99 - Pay @ Pump Receipt Status = Normal Internal Key = ********** _______________________________________________________Diesel Fuel #2(x99.178)(999200801) $350.00 Tank = 2 Pump = 11 _______________________________________________________SubTotal $350.00 Tax $0.00 Total $350.00 _______________________________________________________Received XXXXXX6615 $350.00 **** Fleet Casey's General Store # **** 4751 W ***************** Pksy **********, AR Receipt # = ******** 04/24/2024 19:06 Register # = 99 Cashier = 99 - Pay @ Pump Receipt Status = Normal Internal Key = ********** _______________________________________________________Diesel Fuel #2(x68.503)(999200801) $241.75 Tank = 2 Pump = 11 _______________________________________________________SubTotal $241.75 Tax $0.00 Total $241.75 _______________________________________________________Received XXXXXX6615 $241.75 **** Fleet

Thank you,
**** M
Casey's Guest Relations
Customer Answer
Date: 04/30/2024

Complaint: 21626569

I am rejecting this response because: we have had only 1 physical copy of the card. The card is located in **************, ********. You are more than welcome to check with the gas card company to verify this information. So, if (not sure if you have watched the videos to verify) a physical card was utilized, it was a fraudulent created card.
In addition, I am unsure how you can think that someone would be able to put over $700 in a vehicle and in 3 different transactions and 2 different locations. This does not seem concerning to you?
I have also attached a picture of the card holder. Please verify and provide verification that this is the person that used the card for all 3 transactions.

Sincerely,

*************************
Business Response
Date: 04/30/2024
Hello,
While we do find this frustrating, we are unable to process refunds that are pay at the pump transactions.
This is why we suggest disputing with your banking institution.
They will be able to shut down any additional transactions that will try to process through that card where we will not be able to.
They will also be able to work with our creditors to best take care of your individual situation.
Thank you
**********
Casey's Guest Relations.
Initial Complaint
Date:04/16/2024
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 $40.01 of gas from Casey's on the 10th of April 2024 then got charged for $150.00 on the 11th and another $150.00 on the 12th of April. I should not be getting charged $300.00 extra for gas.
Business Response
Date: 04/16/2024
Hello *****,

Thank you for contacting Casey's.

As I said per our phone conversation, please let us know if you have any additional questions.

We will be happy to assist in anything further.

Thank you,
**********
Casey's Guest Relations
Initial Complaint
Date:04/12/2024
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.
Caseys ************** Is where my family gets fuel, and pizza. When I have ordered pizza the prep. Cooks donot where hair nets, and one or two occasionally where hats. This Is particularly bothersome because most of the workers have long hair. One guy has an afro that's twice as big as a basketball. The worse thing is I have asked the manager at the store twice, and still no change. I called the corporate office three times, no change. I was told twice the area manager would call me. It's been almost a week, no call. Bottom line. Caseys doesn't seem to care about the unsanitary practices they do NOTHING about. You would a customer complaint about something so simple would be rectified, but I can't even get a call back from anyone.Honestly, if they would just fix the problem I wouldn't care if they called or not, but I stopped that store today when I saw four employees eating food on the prep. Table with on two people wearing hats. Why is it so difficult to wear a hair net when your fixing peoples food. It's pretty clear when their bent over preparing pizza, some of that hair ends up on the pizza. I'm not ordering any food from there until Caseys addresses this problem.
Business Response
Date: 04/12/2024
Hello,
We have just been contacted by ***** and let us know he had talked with the DM and was very satisfied with the way the situation was handled.
We appreciate his feedback and we do hope to serve *** again.
Thank you
**********
Guest Relations Team
Initial Complaint
Date:04/12/2024
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.
On 4/3/2024 I called Casey's General Store #****. Located at **********************************************************************************************. I placed an order for one large thin crust pizza, boneless chicken wings and three 20 oz ************ When he arrived home we realized we had the wrong order. My husband called the store and explained the issue to the store manager (*******). ******* apologized for the mistake and told him that she would have the employee prepare a fresh pizza and wings When he returned home we discovered the pizza crust was burnt, the boneless chicken wings were extremely stale and there was two bottles of Coke, not three. As a result of this, I called the store and asked to speak with *******. I was told that she had left for the day so I needed to call back at a later date. I asked for the next date and time she would be available. The gentleman said; We're not allowed to give out that information. I inquired about *******'s last name. He refused, stating we don't give out personal information. I then asked if I could get a supervisor or district manager's name that I could direct my concerns to. The gentleman said; I feel like you're trying to bully me and there's a lot of people who run scams and immediately disconnected the phone call. The next day I contacted the corporate office and I was advised that the best way to attempt a resolution is through email. I have now sent four emails and in return, I received an automated response that states: Thank you for your concerns. One of our amazing team members will be in contact with you as soon as possible. No one has emailed me to ask a question, verify information and certainly not tried to resolve this matter whatsoever. I'm appalled at the complete lack of concern Casey's has for the people they claim to serve
Business Response
Date: 04/12/2024
Hello *****,

Thank you for contacting Casey's. We apologize for the delay in response.

Would you please provide us with the last 4 digits of the card used to purchase the order.

Thank you,
**********
Casey's Guest Relations
Customer Answer
Date: 04/18/2024
Thank you **** for working on my behalf to rectify the situation I had with Casey's convenient store
Casey's offer to refund the $32.27 is the response I was hoping to receive in resolve this matter. The last four digits of the debit card used for payment is # ****.
I sincerely appreciate your assistance in this matter and all of the difficult work that the people of the BBB does for the consumers like me.
Sincerely,
*******************
*******************
**************
Customer Answer
Date: 04/18/2024
Casey's offer to refund the $32.27 is the response I was hoping to receive in resolve this matter. The last four digits of the debit card used for payment is # ****.

I sincerely appreciate your assistance in this matter and all of the difficult work that the people of the BBB does for the consumers like me.

Sincerely,

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

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

**************
Business Response
Date: 04/18/2024

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 $32.27. 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,
**********
Casey's Guest Relations
Customer Answer
Date: 04/22/2024

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
Date:03/29/2024
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 have contacted Casey's support several times regarding access to my rewards account. Each time, I have received a nondescript dismissive response and refusal to help with the access issue. I have asked them several times to change my email address so I can update my login credentials and phone number. I have also asked them to transfer everything to my new email address. The email address on my rewards account is inaccessible and has been deleted and the phone number on my account is canceled.
Business Response
Date: 03/29/2024
Hello Skye,

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

We have received your email letting us know what is going on. We have transferred your points to your new account.

Please let us know if we can assist any further.

Thank you,
**********
Casey's Guest Relations
Initial Complaint
Date:03/05/2024
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 went to get gas at the location at ****************************************************. this is not the first time has happened when I went to get gas. I went inside and told the person that I wanted $30 worth of gas. She told me the transaction failed. I didn&#**;t get any gas. When I checked my card, they had taken off $60.
Business Response
Date: 03/05/2024

Hello ****,

Thank you for reaching out to Casey's.

We apologize for any inconvenience this may cause. When you pay at the pump, or inside 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.

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

Date:
Store:
Total:
Last 4 of Card:
Receipt Number:

We look forward to hearing back from you.
Initial Complaint
Date:03/04/2024
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 Feb 22, 2024 at approx 845am I went to the Casey's at ************* in *****, ** to use the car wash. I have a monthly car wash plan with them. When I pulled into the car wash, I rolled towards the start point but felt a resistance at the wheel, and stopped rolling at idle. I backed up to check the wheel rail alignment mirror, and confirmed my tire was in the rail. I pulled back ahead and rolled freely. Upon finishing the car wash, I felt that I had a flat tire. I visually confirmed, then pulled up to their tire air pump. My tire would not hold air, so I parked and called AAA. They arrived about 945am. Upon my tire being removed, I was able to see a large 'gash' on the inside of my tire.I went into the store and asked to speak with the manager, and told the guy why. He immediately said to his co-worker, "The wash is doing it again". The manager came out, filled out a report sheet for me, and told me someone would be calling me. I asked about others having the same issue, and she confirmed it had indeed happened to others.I still have not been contacted by Casey's. I stopped at the store to inquire, and was told 'we are waiting to hear just as you are." I was also told another that reported the same issue a week ahead of me had just been in and also has not been contacted.My damages are $241.68, which is $200 for my Pirelli 245/50R20 tire, plus taxes, install, and fees. I would like to be contacted, and reimbursed. Or alternatively provided the name of Casey's insurance carrier so that I can seek reimbursement through a claim.Thanks.*************************
Business Response
Date: 03/04/2024
Hello *******,

Thank you for reaching out to Casey's. We will share this information with our *************** team for their review. Please be on the lookout for a follow-up email from *****************************.

GUEST INFORMATION:
NAME: *************************;
EMAIL: ******************
PHONE NUMBER: ************
STORE: 6112
DATE/TIME: Feb 22nd
SUMMARY: On Feb 22, 2024 at approx 845am I went to the Casey's at ************* in *****, ** to use the car wash. I have a monthly car wash plan with them. When I pulled into the car wash, I rolled towards the start point but felt a resistance at the wheel, and stopped rolling at idle. I backed up to check the wheel rail alignment mirror, and confirmed my tire was in the rail. I pulled back ahead and rolled freely. Upon finishing the car wash, I felt that I had a flat tire. I visually confirmed, then pulled up to their tire air pump. My tire would not hold air, so I parked and called AAA. They arrived about 945am. Upon my tire being removed, I was able to see a large 'gash' on the inside of my tire. I went into the store and asked to speak with the manager, and told the guy why. He immediately said to his co-worker, "The wash is doing it again". The manager came out, filled out a report sheet for me, and told me someone would be calling me. I asked about others having the same issue, and she confirmed it had indeed happened to others. I still have not been contacted by Casey's. I stopped at the store to inquire, and was told 'we are waiting to hear just as you are." I was also told another that reported the same issue a week ahead of me had just been in and also has not been contacted. My damages are $241.68, which is $200 for my Pirelli 245/50R20 tire, plus taxes, install, and fees. I would like to be contacted, and reimbursed. Or alternatively provided the name of Casey's insurance carrier so that I can seek reimbursement through a claim. Thanks. ***********************

Please let us know if we can assist any further.
Initial Complaint
Date:03/01/2024
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 January 14, 2024 at 7:10AM my vehicle (a 2017 Cadillac CT6) broke down during a winter storm an had to be left at the Caseys Gas Station. I went in a noticed ***** who was a ****** on shift my vehicle was parked in the first spot in between the lines as it suffered from fuel injector failure. I then called on Wed the 17th of January to leave my contact info. When I put in my request for the vehicle to be picked up AAA advised me that due to the vehicle being parked and me being safe that it was low priority due to the storm we were having. I was advised to call each day and see about getting a status on when a truck could come. The storm finally cleared Friday and I called AAA, they set up a pick up for Saturday. I then drove to Caseys and waited for my car to be picked up however the vehicle that was assigned broke down and I could pay 50 dollars to get another truck expedited. I instead opted to have my vehicle be picked up in the afternoon of the 21st which was Sunday. I then went into the store where I spoke to the cashiers. There were 3 there and I let them know that my vehicle was scheduled to be picked up Sunday. On Sunday January 21st at 4pm AAA let me know that they were on there way to Caseys and when I got there my vehicle was gone. I went inside and thats when they handed me paperwork stating that the vehicle was towed because it was abandoned. The assent manager said that she wanted to stay out of it and that she was just doing what she was told to do. I then had to drive to get my paperwork for my vehicle and then had to go get my car from the impound lot I have included gas in my total as well as the car was ****** in fees for the towing
Business Response
Date: 03/01/2024
Hello ******,

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

Would you be able to provide us with the store location you were parked at.

We will then further look into for you.

Thank you,
**********
Casey's Guest Relations
Customer Answer
Date: 03/10/2024

Complaint: 21304324

I have attached the tow report with the address where my vehicle was located. *****************************************************

Sincerely,

***********************
Business Response
Date: 03/13/2024
Hello
Thank you for your patience while we contacted upper management in the area. We have been informed that they are currently working with you
on takin care of your concerns. Please let us know fi you need any additional assistance.
Thank you **********
Casey's Guest Relations
Customer Answer
Date: 03/21/2024

Complaint: 21304324

It has been 9 days (since your response on March 13th, 2024) and no one has contacted me about this complaint,

Sincerely,

***********************
Customer Answer
Date: 03/21/2024
Complaint: 21304324

It has been 9 days (since your response on March 13th, 2024) and no one has contacted me about this complaint,

Sincerely,

***********************
Business Response
Date: 04/03/2024
Hello,
We have been informed that this issue has been resolved.
We apologize for the delay and hope to serve you again soon.

Thank you
************
Casey's Guest relations
Customer Answer
Date: 04/03/2024

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.

Sincerely,

***********************
Initial Complaint
Date:02/26/2024
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.
This has happened to me four times within the last four months, at all the locations in the Republic, Mo. The company uses preauthorization for gas that is purchased at the pump. It is basically a hold. If you go in to the store, there is no pre-authorization. I recently went into several stores and purchased $30 worth of gas, and something else from the store, in theamount of about $10. When I got home and checked my account, they had double charged me $40. When I called the company, she told me that this is happening company wide. Then tried to put it on me. She claimed they only preauthorize for $1, but that's not what my receipt or my bank account says. They shouldn't be preauthorizing if I go into the store.
Business Response
Date: 02/26/2024
**************,

We apologize for any inconvenience.  When you pay at the pump, some card issuers require a temporary pre-authorization hold.

According to our records it looks like we sent you an email asking for your financial institutions fax or business email and we could send them a pre-auth release form indicating we have collected all we were going to from you and any pending amounts could be released. We did not receive that information, that is the best way to solve this issue.

Please let us know if we can assist any further.

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

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