Complaints

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the morning of May 17, 2022, I visited the Casey's website to order a large breakfast pizza and attempted to use a code that I had received in a marketing email from Casey's on May 9, 2022. After trying a couple of times and still receiving a message indicating that the code was not valid, I proceeded to call the store from which I was planning on picking the pizza up and requested to speak with the manager. I spoke with the assistant manager, *****, and explained the situation. ***** attempted to try the code herself and when she couldn't figure out why it wasn't working, she said she would honor the $4 discount and took my order over the phone. Upon a closer look at my receipt, I noticed the price was approximately $2 higher than what I would have paid if I had been able to successfully place my order through the Casey's website. The following morning, May 18, 2022, I called the store and asked to *********************. I explained that I had been overcharged and asked that my credit card be refunded the difference. ***** said she would look into it and call me back. I have never received a call back or a refund. Customers should not have to expend this much time and effort to get an issue resolved. In addition to a refund of $2.08 plus tax, I would ask for the same breakfast pizza I originally ordered on May 17, 2022, be replaced as a gesture of goodwill by the business for the inconvenience this has caused and the lack of follow through by the store's assistant manager.

  Business response

  07/11/2022

  
  Hello ****,
  
  Thanks for reaching out to us and sorry to hear about the pizza discount offer not working.
  
  We have issued a refund in the amount of  $21.30 back to your master card ending in 8315.
  
  Please allow 3-5 business days for this credit to settle back on to your account.
  
  Again, please accept our sincere apologies. Thank you for your past patronage, and we hope you will allow us to serve you in the future. 
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

  Customer response

  07/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to ********************************************* on Friday june17 2022.Female clerk I told her ***** dollars gas,& $***** cash back , 1 drink came too $41.33 plus tax.I used my bank debit card.That money is taken off as DEBIT.Pumped gas of $*****.Went in to get back $8.24. She refused to give CASH.said the money would be reversed on DEBIT CARD.I said,Here is receipt,BUT she Wadded it **,in her HAND.It was receipt from 2 young boys, with candy,pop,& $35.00 gas.I said WHERE is my receipt?,I came after THEM.She looked on her computer,Charged me $***** plus drink,plus $***** cash back on DEBIT CARD .$33.43 BUT NO CASH.Gave me that receipt.WHERE IS receipt for CREDIT BACK ,On 1st purchase. Again RUDELY saying that's HOW Debit works.Wait a minute you charged me *****+*****+1.49+ tax=4**** + tax.The 1ST TIME.I pumped the gas,It was $*****.SO Why can u not refund me The difference.? SHE then charged me *****+ *****+ **** + TAXS.Then again second time,Of correct gas price *****,+*****+ drink+ tax.GAVE me receipt.So how will the bank know to CREDIT ME $8.24?. All on her register.SO She either,Debit both amount.Because 2nd time ,I did not put card in machine to Debit.Again I ask her to look in trash for original receipt.! She refused.She could of just gave me difference in CASH.SO I got charged the 1st amount,Full amount.2nd time she gave me receipt Debited $*****+ *****+ drink+ tax.. Receipt showed DEBIT,Not CREDIT.I went in again & said your have charged me through the machine,With my PIN ************** .*** time you charge me again,Just by the computer.Gas @$4.59 gallon So I only pumped 2.5 gallons. Or So.Again by magic I will get Credit back in ,3 to 5 business days.she SAID.SO was $33.33 taken and 4**** plus tax also? Cause 2nd receipt showed $***** cashback,Which I never GOT.SO where is the credit At? She could of put $***** in her pocket as cash back.She never gave me proof She cancelled the 1st transaction.Then charged again.I want credit back in full on 1st transaction.Of 4****.

  Business response

  06/20/2022

  Hello ******

  
  Thank you for reaching out to us!
   
  Please provide me with some information about the purchase, such as receipt number or method of payment including last four digits of credit card used.
   
  I would be more than happy to look up this transaction and make sure you were charged correctly. 
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations
  ************

• Initial Complaint

  06/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been receiving password reset notices from Casey's for months. I did not request them, nor did I even attempt to log in to Casey's during that time period. After my third request to delete my account I finally got a reply (to my second request). They refuse to delete my account because I don't live in **********. I was removed from email lists, which does not address my problem, and they consider my case resolved without so much as an apology. I still think that somebody may be trying to hack into my account, and I feel that Casey's blew me off.

  Business response

  06/20/2022

  Hello ******,
  
  Thank you for reaching out to us and sorry to hear you have been receiving unrequested password reset emails.
  
  As a added layer of security, our system has sent out password resets.
  
  Casey's password reset emails are legitimate if they are coming from ******************************** but my apologies for the confusion and unwanted emails.
  
  We will close out your rewards account as requested.
  
  Thank you for choosing Casey's. 
  
  Thank you,
  Darcy 
  Casey's Guest Relations
  ************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into the *********, ******** Casey's at 3:42 p.m. on June the 7th 2022 but a chocolate chip cookie and tried to get $20 cash back. The charge went through my card and came out of my account and they tried to run it a second time for some reason like the first transaction never happened and refused to give me my cash back even with me showing them on my transaction history exactly what time we went through and then immediately after it at 3:43 p.m. it failing. But because it didn't show in their system, she refused to give me my cash back. Did not ask for my name. Only ask for the last four digits of my card and took my number and said she'd have someone call me.

  Business response

  06/08/2022

  Hello ******,
  
  Thank you for reaching out to us and please accept our apologies for your disappointing experience at our Cassville store.
   
  I would like to ensure your concerns are properly addressed. Please provide me with some information about the purchase, such as the last four digits of credit/debit card used.
  
  I need this information to look into this further. 
  
  Thank you for your patronage, as your business is sincerely appreciated.
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get gas at Casey's Audubon on April 14th (7:40 to 87:50 am) for $41.01, then when I checked my bank statement the store charged me an additional $*****. Are they using my card information to pay for another person's gas or purchases? I want my ***** back since I didn't spend them.

  Business response

  05/11/2022

  Hello ****,
  
  Thanks for reaching out to us and please accept our apologies for any inconvenience.
  
  In search of your receipt for a $41.01 purchase, I was only finding one receipt:  ******** for $41.01 on M/C ending 0339.
  
  When you pay at the pump, some card issuers require a pre-authorization which places a hold on your account. This pre-authorization is checking on funds availability and stolen cards.
  
  Depending on your bank processor, pre-authorizations are typically lifted within 48 business hours but can take up to 3 business days.

  Casey's is only taking $41.01 for the purchase and the pre-auth hold is on your card processor's side. 
  

  Again, we apologize and hope to see you again soon.

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

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live in ********** and have always gotten gas at the only Caseys gas station here in town. When I pay at the pump they always pre-Auth my card for $1. 3 days ago I went to get gas and my card was declined for insufficient funds at the pump which surprised me because I knew I had at least $100 in that account. My mobile banking app alerts me of transactions on my card, it showed that Caseys tried to debit my account $125 pre-Auth which is outrageous!! Why the sudden spike in pre-Auth, if I had only had $125 in my account that hold would have taken all my available funds for the rest of the weekend for $28 gas purchase!!

  Business response

  04/12/2022

  
  Hello Katie,
  
  Thanks for reaching out to us. 
  
  Casey's has charged your card for $26.70 for your purchase on 4/9 at our store #****. 

  The pending charge of $125 you are seeing from your credit/debit card is a pre authorization hold. 
  
  The pre-authorization is looking for funds availability and stolen cards.  The 'hold' amount can vary widely, depending on the type of card, for example pre-paid, reloadable cards will withhold an undetermined amount, based on the balance of the card, type of card, etc. 
  
  You will find this is a common practice. Once the actual purchase amount is posted the pre-authorization amount is lifted and never charged to your account.  Once, the transaction has settled, guests bank card will only be charged the actual purchase amount.
  
  I apologize; however the only way to eliminate this inconvenience is to speak with your bank processor, or use your card like a credit card transaction.
  
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Prepaid 10 in gas an bought a couple items in store total was $11.51. When I checked my card statement it Shows I was charged twice $11.51. I've called the casey store I purchased from. They called the card company an they said they were getting the run around an to call back this coming Thursday. Then they will be able to see all cleared transactions. I don't understand how I was charged twice in one transaction. I would like to get my $11.51 that was double charged back

  Business response

  03/23/2022

  Hello Jacob,
  
  Thank you for reaching out to us!
   
  Please provide me with some information about the purchase, such as date of purchase, store number or address of store you made the purchase, receipt number or method of payment including last four digits of credit card used.
   
  I would be more than happy to look up this transaction and make sure you were not charged twice for the purchase. 
  
  
  Thank you,
  Darcy 
  Casey's Guest Relations
  ************

*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. ↩