Business Profile

Convenience Store

Casey's General Stores

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Convenience Store.

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:02/22/2024
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 went into the store and prepaid $30 in gas and purchased one item (fuel injector cleaner). On 12/01/23, I fueled at the pump and the amount of gas was $28.24. I was charged that day for the gas and fuel cleaner in the amount of $35.49 and then was charged a 2nd time for the amount of the gas on 12/04/23. I have called the emporia store and was referred to corporate. I called them and they said they do t show the 2nd charge on the 4th but it clearly came out of my account. They said I would have to go through my bank. I did and the bank sent in the paperwork to Caseys and it is now the middle of Feb. and I still have not received my money back.
Business Response
Date: 02/22/2024

Hello *******,

Thank you for contacting Casey's. We apologize for any inconvenience this may have caused you.

We have one transaction that day for $28.24 that was a pay at the pump transaction. There was no fuel cleaner purchased that day at that location.

We do have a record of you purchasing fuel cleaner and fuel on 11/29/2023. That was a charge of $39.75.

We are showing those are the only 2 amounts taken out of your account between the dates of 11/29 and 12/6 of 2023.
We have attached receipts for your reference.
Please let us know if we can be of further assistance.

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

Casey's General Store # ******************************************************************** Receipt # = ******* 11/29/2023 09:27 Register # = 1 Cashier = 515 - ***************************** Receipt Status = Normal Internal Key = ********* _______________________________________________________Lucas Deep Clean Fuel System(x1)(4980710669) $8.99 Unleaded 87 10%Eth(x9.363)(999201401) $25.74 Tank = 1 Pump = 4 _______________________________________________________SubTotal $34.73 Tax $0.76 Total $35.49 _______________________________________________________Received XXXXXXXXXXXX9909 $35.49 MasterCard

Casey's General Store # ******************************************************************** Receipt # = ******** 12/01/2023 10:15 Register # = 99 Cashier = 99 - Pay @ Pump Receipt Status = Normal Internal Key = ********* _______________________________________________________Unleaded 87 10%Eth(x10.273)(999201401) $28.24 Tank = 1 Pump = 2 _______________________________________________________SubTotal $28.24 Tax $0.00 Total $28.24 _______________________________________________________Received XXXXXX9909 $28.24 MasterCard
Initial Complaint
Date:02/19/2024
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.
MY BANK CARD WAS USED FOR TWO $150 TRANSACTIONS WHILE I WAS AT MY 18 YEAR OLD NEPHEWS FUNERAL SERVICES 34 MILES AWAY AND I HAD MY CARD
Business Response
Date: 02/19/2024
Hello April,

First of all we are sorry for your loss.
According to our records we have sent you an email to your email asking for the following information:
Date:
Store:
Total:
Last 4 of Card:
We can further investigate from there.

Thank you ************
Customer Answer
Date: 02/19/2024

Complaint: 21305654

I am rejecting this response because: I was not there and neither was my card i turned my card into my bank when i got new one. they need to check their cameras.

Sincerely,

***********************
Business Response
Date: 02/20/2024

Hello April,

We do apologize for any inconvenience, but as we stated in the emails sent to you, you will have to dispute with your bank these charges and they will contact our credit department to recover your money, if possible.

There is nothing more we can do from here without out that process.

Thank you,
**********
Initial Complaint
Date:02/16/2024
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 PURCHASED ***** WORTH OF FUEL, BUT THEY ADDED ON (2) ****** DEBITS ON MY ACCNT. THESE ARE NOT APPROVED CHARGES.
Business Response
Date: 02/19/2024
Hello ***,

Thankyou for contacting Casey's. We apologize for any inconvenience.

We are showing that we only charged you the $38.00 on your account.

Would you please supply the dates of the $150.00 charges and we can further investigate.

Thank you,
**********
Casey's Guest Relations
Customer Answer
Date: 02/20/2024

Complaint: 21277377

I am rejecting this response because: THE ****** PURCHASES WERE MADE ON 09 FEB. 2024

Sincerely,

***************************
Business Response
Date: 02/20/2024
Hello ***,

We do not have charges on your card ending in 0688 for $150.00 amount between the dates of 2/6-2/10.

Please double check the information and let us know if any is different.

Otherwise you will have to dispute those charges with your bank, if they have posted to your account.

Thank you
************
Casey's Guest Relations
Initial Complaint
Date:02/09/2024
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.
For the past 2 years, maybe even longer I've been getting non stop emails from Casey's saying that I have requested to reset my password. And I've tried reporting the emails, and they still keep coming. I get like 5 a day and it's made me scared to even use the account to try and order from to receive the reward points. And I made another account and the same thing has happened with that one as well. A bit irritated because I've missed out on thousands of rewards points potentially because I've been to paranoid to even use your rewards program.
Business Response
Date: 02/09/2024
Hello *******,

Thank you for reaching out to Casey's.

We apologize for any inconvenience this may have caused you. These emails are legitimate if they are sent from ******************************** If you did not request these emails, please note that they are only sent to the email address listed on the account.

For your security, we do recommend resetting your password to something new and unique to your Casey's Rewards account.

Please let us know if we can be of any further assistance.
Initial Complaint
Date:01/31/2024
Type:Delivery 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.
Customer Service?Last Thursday ********************** *************** was delivered ever I paid $30 for a medium 3 topping pizza and an $8 tip. ***The store argued with me on the phone, argued in the store with me called me a liar on two different occasions The ** would only give me a card and fill out a form. Mind at this point a week later no pizza no refund. I got on ******** and finally got a response from Caseys *** post below the response. ***Also they dont even know at the store whether you ordered through Caseys or their delivery partners. Highland Park/******** Neighborhood, Northside ********** **** (********, Highland Park, **********) this is the Caseys on NE **** and ********!
Business Response
Date: 02/01/2024

Hello ******,

We are sorry for any inconvenience.

Our records are showing that you have been fully refunded for your purchase.

We appreciate your business. Have a great day.

Thank you,
**********
Casey's Guest Relations
Customer Answer
Date: 02/02/2024

Complaint: 21226244

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 02/02/2024
When I tried to resolve the issue I was verbally assaulted by employees at the store location, then when I tried to make a formal in person complaint they treated me like I was crazy again I was called a liar on several occasions, told I didnt know how I ordered my food. I no longer feel safe at Caseys locations nor did st all feel welcome. When I told them I was service connected veteran they didnt care and did not seem to address the issues. I asked for a public apology since they embarrassed me publicly. I also wanna know what there plan is to address this in future with other customers what I experienced no one should.
Initial Complaint
Date:01/17/2024
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.
In all of my life, I have only been to 1 physical Casey's store, and opened up a rewards card. Shortly after starting the rewards program, I immediately started receiving email alerts about someone requesting password resets, and also alerts via text. I went to complain to the store and closed my account. This was over 6 months ago. I am still receiving alerts about my password reset request for a forgotten password, and it saying I have only 30 minutes to complete the reset. Clearly Casey's has the worst client/customer security and privacy EVER! I want my account permanently deleted from their business, but you can't EVERRRRR get ahold of anyone!
Business Response
Date: 01/17/2024
Hello Idrinor,

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

We are showing that your account did not fully deactivate.

We have shared your information with our digital team to take care of this process. This should take less than a week for this to be taken care of.

Thank you,
**********
Casey's Guest Relations
Initial Complaint
Date:01/10/2024
Type:Sales and Advertising 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 am a Caseys Reward member and I always look forward to new promotions each month. This month I was pleased to see a new promotion for $12 off two, four packs of Vuse pods. I stopped by on January 2 to buy some. Upon having the two 4 packs rung up at the register, I received only $6 off my purchase. I asked the clerk and her supervisor who apologized, she reported she was supposed to raise the price from $20.99 per four pack to $23.99 per four pack when the promotion started. I thought this was a store issue so I went to a different store the next day. On 1/3/24 I again requested 2 four packs of the Vuse pods. Again, I received only a $6 discount. The four packs of pods each rang at rang at $20.99 and again I received only a $6 discount. I was again told that the price had not been changed as they had been so busy. Upon viewing my receipt, it clearly showed the $20.99 price each and then a $6 reward savings. I called the corporate office and I was connected to a second level customer service agent. I spoke with Tyranny and I am very dissatisfied with her response. In response to my questions, she was unable or unwilling to provide answers to the following questions- Why was the price increased by $3 per 4 pack when the promotion started? If not, when was the price increased? I was told by staff at 2 different Caseys stores on two separate days that they had not been able to raise the price when the promotion began due to forgetting/staffing issues. Why does my receipt show an accurate price of $20.99 per 4 pack and a total discount of $6. She argued that they change prices All the time and that despite my receipt clearly showing I received only a $6 Rewards discount that I was charged correctly. She became very short as I asked the above questions, despite her also viewing my receipts up on her end. Rather than answer my questions she repeated talked over me. This seems like deceptive pricing, advertising and application of Reward member discounts.
Business Response
Date: 01/10/2024
Hello *****,

Thank you for reaching out to the BBB. We apologize for any inconvenience.

We do have manufactures increase prices many times throughout the year. This price increase was done before the offer came out and the stores unfortunately didn't get the tags changed.

When looking at your receipt, you will see the $6.00 off due to the manufacturer deal is taken off before the rewards are put in which makes them ***** each. Then our offer of the price when buying 2 is taken off, that is where you see on the receipt $6.00. That is a total of $12.00 off with rewards. If you didn't have rewards it would show them as ***** each and not the additional $6.00 taken off.

Please let us know if you have any additional questions.

Thank you,
**********
Casey's Guest Relations
Customer Answer
Date: 01/13/2024

Complaint: 21112606

I am rejecting this response because:
The response from *s. * at Casey's simply confirms the facts of my complaint. She reports regular price for the Vuse Pods is $20.99. She reports the price per 4 pack if you use the $12 Rewards *ember coupon is $23.99. But, even now, if you purchase a 4 pack without the Rewards Coupon the price is $20.99
So... Casey's offers customers in the *ember Reward program $12 off 2 4-packs of the Vuse pods.
Then they increase the price by $3 per 4 pack ($6 for 2 4-packs) only for Rewards members
Then they take off $3 per 4 pack- $23.99 Rewards *ember price to regular price for everyone else ($20.99)
Then they provide a $6 discount. Not $12 but $6
I find this response completely unacceptable. I am placing this complaint with The Better Business Bureau not just for myself but for the thousands of Caseys Rewards *embers at **** Casey's locations in **** cities throughout *****************. Rewards *embers using the Offer have no way to know if the actual price has been increased only for Reward *embers in order to decrease the value of the ACTUAL offer to $6. Reward members are not told the price is higher if you use your member Rewards and lower if you do not.
The Casey's Reward offers drive customers to the store, increasing visitors and sales. I also know this is only one of the hundreds of Casey's Reward offers they send out and rotate through. If the same thing is happening with other Casey's Reward Offers, and I can only assume it is, this appears to be a very profitable deception.

Sincerely,

*****************************
Business Response
Date: 01/16/2024
Hello *****,
As we have stated previously, the original price per pack is $23.99. All guests receive a $3.00/pack discount from the manufacturer when buying 2. Casey's Rewards members receive an addition $3.00/pack discount when purchasing two, totaling the advertised $12.00 off per pack.

We understand that this can be confusing as the manufacturer discount is not reflected visibly on the receipt, but we have verified the base price of the product at $23.99/pack and have confirmed that you are receiving the appropriate discount.

We appreciate your patronage and hope to serve you again soon.
Initial Complaint
Date:12/12/2023
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 am receiving constant password reset emails from Casey's. I do not use the Casey's website. I believe that a person or people are attempting to hack and use this account. I have requested that the account associated to my email address be deleted but they have refused. I have contacted their support multiple times.
Business Response
Date: 12/13/2023
Hello ****,

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

We have put a block on the account with your email address. We will share with our digital team and see if they can totally remove your email from our systems.

Thank you,
**********
Casey's Guest Relations
Customer Answer
Date: 12/14/2023

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:11/10/2023
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.
I am attempting to have my online account and associated data deleted, but they are unresponsive and will not take action.
Business Response
Date: 11/10/2023
Hi ****,
Thank you for reaching out to Casey's.

We are sorry to hear that you no longer want to be part of Casey's Rewards program.

For your security, we are unable to make any account changes, including deleting your account. To proceed with deleting your account, please log into your Casey's Rewards account. Under your account's personal information, you will find an option to delete your account.

Please note that once you have confirmed your account deletion, your account, including any rewards earned will be unrecoverable.
Thanks,

******************
Casey's Guest Relations Supervisor
Initial Complaint
Date:11/07/2023
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 have been a caseys rewards member for several years now yet fornthe last almost year inhave not been able to access or use my rewards. I can log into my account and it will show me all my personal information but I get an error message whenever I click on the my rewards option or messages or transactions....its like half the app works and half doesn't and it's the same with the website when I log in.....I have still been entering my number to continue to accumulate points whenever I'm in the store or ordering online but can't access them or use them and it's becoming very upsetting....and no I do not wish to set up another account and lose all the accumulated points either as I'm sure there are quite alot there....I'd just like to have access ro everything again.
Business Response
Date: 11/08/2023
Hello *****,

Thank you for reaching out to Caseys. We're sorry to hear you're experiencing some trouble signing in.
We were unable to locate and account with the information provided. However, we did locate an account with a different email address. The account we were able to locate is associated with a Hotmail email address. If you haven't already, please try resetting your password. If you are still unable to sign in, please share the details or error messages with us so we may look into this further.

Thank you,
****************,
Customer Answer
Date: 11/11/2023

Complaint: 20834268

I am rejecting this response because: even using the different email account and resetting my password several times I still get the same message as I have for the last almost year....I excluded a screen shot of said message

Sincerely,

***** Pack
Business Response
Date: 11/18/2023
Hello *****,
Thank you for your reply.

Our digital team has found a solution, and they must manually fix the accounts affected by this error one by one. We have not been given a timeline, but they are actively helping our guests who were affected with this error message.
You are still able to accrue points from your purchases either instore or at the fuel pumps. You will also still be able to order food online, you will have to order as a guest and pay at the store and enter your rewards number there. This will add your points from your purchases onto your rewards account. If you would like you may create a new account with a different email address. If you choose to do this, please let us know and we will transfer your points from your old account to your new account. We have added $20.00 in Casey's Cash to your account which is available to use immediately. We apologize for the inconvenience.

Thank you,
****************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

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