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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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/23/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Website does not function/consumer security breach. I have been getting multiple (as in up to 20+) emails a day telling me someone is trying to reset my password. I have attempted several times to log in myself to delete the account but the website gives me error Messages each and every time that its not working or problems with IP addresses, etc. I sent a message to the company about this and got back that I just needed to log in and cancel my account I cant log in so how am I do to this? That was the reason for my out reach. These emails are a nuisance and clog up my mail. I am reporting them for breach in security for their customers and for a lack or response to the issue and apparent lack of caring for this issue.

      Business Response

      Date: 11/03/2023

      Hello ***,

       

      We apologize for the unnecessary issues with the password reset emails.  We have contacted our digital team to resolve this issue.  We have confirmed there is not an account with her email address. They have removed your email address from our data base.

    • Initial Complaint

      Date:09/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 9 months I have received a server error when trying to log in to their loyalty rewards app or online account. They refuse to look into the issue or at the least delete the account since I cannot and it has personal and financial information in it. I have even written the ceo with no response. My issue is my credit card is on that account and I have no access to delete it, nor will they delete it. Their only answer is to create a new account which solves nothing.

      Business Response

      Date: 09/27/2023

      Hello ****,

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

      Our digital team has found a solution, and they must manually fix the accounts 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 have any other questions, please reach back out to us.

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

      Customer Answer

      Date: 09/27/2023

       
      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.

      My main regret is it took contacting you to get this answer.  Before they would only tell me to create a new account and they couldnt delete the old one.  Thank you for holding them accountable. 

      Sincerely,

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

    • Initial Complaint

      Date:09/26/2023

      Type:Billing Issues
      Status:
      Resolved
      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 checking account ****** to use my debit card at the pump. My gas was $73.53 plus they pulled $150.00 and are holding it hostage.

      Business Response

      Date: 09/26/2023

      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.

      Thank you for choosing Casey's!

    • Initial Complaint

      Date:09/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 received an email stating I had placed an order for a pizza. In *********** live in *******! They used my Caseys app to place an order, came in and picked it up. I was told by the ******** store to call Corporate, this has happened before. He told me to ****** the phone number and he didnt have it on him. The store is in ************, **. Feel free to contact me for any further information. I havent heard back from them. I want to know if my security is compromised.

      Business Response

      Date: 09/22/2023

      Hello *****,

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

      We have looked onto your account and it looks like when that order was placed by phone, so the phone number was just entered in wrong. 

      Your account has not been compromised and is still ok.  

      Thank you 

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

      Casey's guest relations

      Customer Answer

      Date: 09/22/2023

       
      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:09/19/2023

      Type:Product Issues
      Status:
      Answered
      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 member of the Casey's Rewards program for several years which is a loyalty program that offers points for gas and in-store purchases that can be redeemed for Casey's Cash (store credit for purchases) as well as a promotion of buy 10 pizzas get the next 1 free. My account uses my email address to login to their website and my phone number to track purchase of gas and goods. Late June or early July I noticed that I was unable to log into my account via the website when trying to verify whether I was at 8 or 9 pizzas ordered for the free pizza promotion and to redeem rewards points for Casey's Cash. I had assumed at first it was an issue with their site and not just my account, but after still being able to log in for several weeks I downloaded the app and was also unable to login with that.I first contacted their customer service on 8/23 and then followed up with them multiple times (8/28, 8/31, and 9/10) all without them offering an acceptable solution to the issue. They claim that they do not have any IT staff capable of fixing my current account and have requested I create a new email address and setup a new account with that and a fake phone number (which seems unlikely to work as it requires text verification). I explained that if they could not fix my account I would rather not create a new one, that they could not guarantee would not just end up broken also, I would accept $50 or a $50 Casey's gift card for compensation for the missing Casey's Cash & free pizza I was losing. I had continued entering my phone number for all gas and in-store purchases while trying to resolve this expecting to receive the rewards at some point. At this point now I have stopped and no longer wish to participate in their program, but do want to be compensated for the missing rewards.

      Business Response

      Date: 09/19/2023

      Hello,

      Our digital team has found a solution, and they must manually fix the accounts 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.

      Unfortunately, at this time the above stated is the only fix, unless you would like to create a new account by following the steps below.

      Please let us know once your new account is up and running, and we will transfer your points as a one-time courtesy.
      Create a new account with your updated information.
      Enter 555 for your area code if your desired phone number exists on another account. Enter the rest of your phone number correctly.

      Once your new account is created, go to your Personal Information and select Change next to your phone number.
      Enter and confirm the desired change to your phone number and select Save Changes.
      Request the verification code. You will receive a one-time code to verify the number entered. 

      Please reach out to ************ if you have any questions. Thank you for choosing Caseys!

      Customer Answer

      Date: 09/19/2023

       
      Complaint: 20621853

      I am rejecting this response because:

      They have provided no resolution and are still suggesting the same unacceptable ridiculous solution of creating a new account with a fake phone number, which even if that were possible, is not going to provide any assurance that it will not become broken the same as my current account. They have no timeline for fixing the account and it has now been over 2 months that it has not been working and now a month since I first contacted them to fix it, so that is unacceptable to wait however many more months or years it takes for them to get around to fixing it. I will accept $50 or a $50 Casey's gift card as resolution to this matter and they can just delete my account.

      Sincerely,

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

      Business Response

      Date: 09/19/2023

      Hello ******,

      We are currently showing that you have **** points which is equal to $9.80 on your account.  We can offer you that amount and a free large pizza to your account for the troubles, you can wait it out or you can crate a new account.   We are sorry for the inconvenience and our digital team is working to fix the situation.  Please advise us as what to do next.  

      Thank you 

      ************ 

      Casey's Guest Relations

      Customer Answer

      Date: 09/19/2023

       
      Complaint: 20621853

      I am rejecting this response because:

      Since I have not been able to access my account for months at this point then I cannot confirm that the point total is correct and inclusive of missing/expired points, so if the $9.80 is the correct total then I would accept $30 or a $30 gift card as compensation for that and the large pizza. No offer of adding any Casey's Cash or free large pizzas to a non-accessible account with an indefinite timeline for when that access will be restored will be acceptable as I have previously explained multiple times. If you can restore my account access within 10 days and will add the $25 in Casey's Cash as previously offered then that would be acceptable. If that is not possible then please provide the $30 or $30 gift card and stop wasting my time with offers of adding things to an account that you cannot confirm if/when I will ever have access to again. 

      Sincerely,

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

    • Initial Complaint

      Date:09/18/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 9/11/23 I loaded $1500 on to my debit card at a Casey's location in ******** **. Casey's has a reload limit of $500 so I had to do 3 separate $500 transactions. I received a receipt for each transaction and each receipt shows the money was added and approved. When I returned home and checked my card balance only $1000 had been added. I called the retailer and was advised to wait 24 hours. On 9/12 the 3rd $500 transaction still was not there. I was given a customer service number. The agent researched the transactions and found all 3 transactions had been "activated" and I needed to contact my bank. My bank advised they are unable to do anything as the transaction is not in their system. I need to contact the merchant. I again called customer service and again was told to contact my bank. My bank can not dispute or investigate a transaction that did not occur. I have and email from the customer service representative at ********************** with a link that does me absolutely no good what so ever. It's been a week and I still have not received the $500 nor is anyone willing to assist me. I have tried calling customer service again but my calls are forwarded to voicemail. I have also replied to the email but have not gotten a response.

      Business Response

      Date: 09/22/2023

      Good Morning Journey,

      We would like to thank you for being patient while we try to track down you money.  We have our best checking into your concerns.  We are waiting on responses form our partner companies to find a solution to do what we can to get this resolved.  

      We will keep in contact with you as we learn more.  

      Thank you 

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

      Casey's Guest Relations

      Customer Answer

      Date: 10/01/2023

       
      Complaint: 20618570

      I am rejecting this response because: I situation has not been resolved. I was informed the missing funds would be added to my card on October 1st. This did not occur. I have enclosed a screenshot of the email I received from Casey's and also one my account deposits. 

      Sincerely,

      Journey *******

      Business Response

      Date: 10/04/2023

      Hello Journey,

      We do apologize for the delay in receiving your money back.  We were not  holding that money so we could not supply the refund.

      We have been told you have been fully refunded.  

      As a token of our apologies we have added  2 free pizzas and an order of breadsticks to your rewards account.  

      We do hope to serve you again soon.  

      Customer Answer

      Date: 10/06/2023

       
      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,

      Journey *******

    • Initial Complaint

      Date:09/18/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      An order was cancelled buy casey's (order # *********) but i was still charged and no refund was given even when talking to the store manager about it.

      Business Response

      Date: 09/18/2023

      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 $25.57. 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

    • Initial Complaint

      Date:09/07/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 cannot use my Caseys app. It says - something went wrong try again later. This has been going on for months. I've deleated the app, cleared the cache etc...I can't get on on my phone or my desktop computer. Please provide a solution. Even if I don't log in on my computer it won't let me order.

      Business Response

      Date: 09/07/2023

      Hello *****,

      Our digital team has found a solution, and they must manually fix the accounts 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 have any other questions, please reach back out to us.


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

    • Initial Complaint

      Date:08/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 cannot log into the Casey's app. I have changed my password a dozen times. Everytime I log in it just pops back up to the log in page. Nothing further. It has been this way for months. I have emailed the contact us on their website and I've called customer service over and over again. No answers. No replys. I just want to access my rewards. I am about to stop buying anything at the store. I feel cheated and lied to. I cannot believe it is this hard to get assistance. It's like the contact info is just for show. I am not the only person who has had this issue.

      Business Response

      Date: 08/31/2023

      Hello,

      Thank you for reaching out to Casey's. We're sorry to hear you're experiencing some trouble with your Rewards account. 

      We would recommend deleting the app and re-downloading or clearing your device's cache. You can click here for detailed instructions on how to do so if needed. If that does not correct the issue, please try logging in via your mobile browser or on a computer.

      If you are still experiencing trouble, please share the following information so our digital teams can look into this issue further:
      What is the exact error message you are seeing? Please provide a screenshot if possible.
      Where is this error occurring? (Upon opening the app, when logging in, on the rewards *********)?
      Are you logging in with a username/password or through a social account ****************************** ID)?
      If you are using a social account, do you also have an account under your email?
      Are you trying to login using the Casey's app?
      If you are using the app, were you able to login via your mobile browser? Desktop browser?
      What type of device are you using (iPhone, **************** etc)?
      Do you have a different type of device you can try logging into?

      Customer Answer

      Date: 09/01/2023

       
      Complaint: 20548073

      I am rejecting this response because:

      I have restarted my phone, cleared the cache, uninstalled/reinstalled the app, logged onto my computer through Crome to the Casey's website and I still cannot log in. My phone just reloads the log in page and my computer says server error. I am not able to get your customer service to email me and they do not answer my phone calls. I would like this fixed asap. I do not want to jump through anymore hoops. I want someone to actually talk to me and help solve this problem.

      Sincerely,

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

      Business Response

      Date: 09/01/2023

      Hello ********,


      Thank you for letting us know the error message,

      Our digital team has  a solution, and they must manually fix the accounts 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 have any other questions, please reach back out to us.

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


    • Initial Complaint

      Date:08/17/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered pizza online Order No. ********* April 15, 2023 6:54pm for me and coworkers at Gateway FS with $63.81 charged to my card (Casey's Pizza **** ************ on card statement). When the pizzas were never delivered and I finally reached someone at Caseys, they said the ovens broke down mid-making the pizzas. The manager said they would call corporate to issue a refund. I have stopped in many times and called many times, but have never received a refund. If you could help, that would be great.

      Business Response

      Date: 08/17/2023

      Customer has been issued his refund. 

      Business Response

      Date: 08/18/2023


      Hello ****,

      Thank you for contacting Casey's.

      We apologize for the delay in this refund. 

       We have requested a refund for the amount of $63.81. 

      You should see that amount back on your payment account in 3-5 business days. 

      We have also added a free large pizza to your rewards account for this inconvenience.  

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

      Customer Answer

      Date: 08/25/2023

       
      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,

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

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

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