Complaints

This profile includes complaints for Love's Travel Stops's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Love's Travel Stops

  2627 Oklahoma Ave Woodward, OK 73801-4009

• 

  Love's Travel Stops

  1548 N State Rd Polk City, FL 33868

• 

  Loves Travel Center 228

  2615 W C 48 Bushnell, FL 33513-8356

• 

  Loves Country Stores

  10 East St Shelby, IA 51570-3311

• 

  Love's Travel Stop

  2952 Gary Dr Hwy 30, Exit Pioneer Drive Inwood, IN 46563-8897

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2023

  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 November 22, 2023 I went to fill my RAV4 vehicle with gas at the new Loves in *********** **. The first pump was not working with my card. I tried the call button but got no response from anyone inside the store. I then clicked cancel and waited for the yellow Love's sign to come back up on the screen. Once that came up, I drove away from that pump and went to another one where my card worked just fine. Later that day, I noticed there were 2 charges on my card. One for $78.35 and one for $13.51. The one for $13.51 is the correct one and I have no idea where the other charge of $78.35 came from. I contacted my bank who provided me with a transaction number and suggested I reach out to Loves. I contacted Loves customer service on 11/24 and spoke to *****. She took all of my info and provided me with a case number of ******** and said it would take 3-5 days. I called back on 11/30 to check the status and spoke with *****. He informed me that my case was closed on 11/28. I wasn't even notified that it had been closed! In conversation with him, he stated that he had found something and reopened the case with the same case number. On 12/4 I called again to check status and spoke with ****** who told me that my case was closed again because it was a legal swipe at 2 pumps! I explained to him the same thing as the other 2. he then transferred me to ***** who told me the same thing ****** told me but he would escalate to his supervisor. I explained that there was no way anyone could ever put $78.35 worth of gas in a little RAV 4.

  Business Response

  Date: 12/04/2023

  Hello, 

   

  The guest has contacted us multiple times today (December 4th 2023). Our agent ***** has let her know that she will need to contact her bank to file a dispute as both transactions were valid. We apologized for this issue and assured her that the matter would be addressed. 

   

  Thank you!

  Customer Answer

  Date: 12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not called several times today.  I have called 3 times in almost two weeks.  I only called twice today.  The first time I called I was hung up on by ****** and called back and spoke to ****** who then transferred me to *****.  I informed ***** that my bank is telling me to continue to try and resolve with the company.  ***** informed me that he would escalate it to his supervisor  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/04/2023

  Responded to the customer letting them know their concerns were escalated for a call back from a supervisor in card services. Advised them to allow ***** hours for call back and to reach back out to us after this timeframe has passed if they have not been contacted. 

  Customer Answer

  Date: 12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I prefer not to close the case with the BBB until this has been resolved in a satisfactory manner.

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  it Is now December 7th and I still have yet to receive a phone call from a supervisor nor has the money been returned to my account.  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/07/2023

  Hello,

   

  After reviewing your case, we show that our agent **** will be refunding the disputed amount. Please note that it could take 3-5 business days for the refund to be processed. We appreciate the time you've taken to contact us and hope you have a great day. 

   

  Thank you!

  Customer Answer

  Date: 12/09/2023

  
  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:11/30/2023

  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.

  On 10/22/23 I purchased fuel and DEF for my truck in **************** Loves travel plaza. They didnt have the DEF I usually buy so I bought the loves brand. After fueling while driving my indicator lights came on saying the DEF was the problem. I transport vehicles for private owners and couldnt make a drop off on time because I needed my truck repairs. It cost me 858$ and change and loss of pay due to not being on time or meeting up at the owners home. I contacted my insurance and I contacted loves, I spoke to a ***** who was to be my point of contact. I sent him all the documents showing the contaminated fuel and the work done. His reply to me after over a month of waiting we investigated, and we owe you nothing. I requested proof of the investigation they did, then I was blocked from further emailing him. This was a direct result after fueling at their truck stop. I sent receipts that I stopped at only loves that day. They boast about being the largest fuel provider for truckers and they are being ***** about a legitimate complaint about their faulty product.

  Business Response

  Date: 12/01/2023

  We have contacted the customer via email to apologize and let them know we are investigating the claim and will reach back out to him with an outcome within 72 business hours. 

  Customer Answer

  Date: 12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  ************************* your risk management associate has lied to the ******** AG ********************* by saying he investigated with NO proof of an investigation or supporting documents and by making a belief claim that I was scammed by ****** motor group instead. further ***** believes it was the DEF sensor and not the DEF but if your risk manager really investigated he would review the shop bill and seen the sensor was not replaced and since the work has been done draining the contaminated DEF the truck has been fine. Had it been the sensor there would still be an issue.  This is a consumer complaint with documents NOT based on beliefs but real testing and repair and a sample given to me of the contaminated DEF as proof. Further, replacing a sensor would have cost more money so Mr ******** claim they were just trying to get money out of me is inaccurate with that ridiculous remark. 
  Investigations based on Beliefs are not proof of any kind, nor is that proper conduct of a risk assessment manager. 
  Sincerely,
  
  *********************

   

  Business Response

  Date: 12/01/2023

  We have re-escalated the customer's concerns to our ************************** and have requested they contact him directly with a resolution. 

  Customer Answer

  Date: 12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  i refuse to close out this case until its resolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/18/2023

  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 was at ************************************************. Im came in on 11/18 around 7:30-8:00 there was not small coffee cups so I asked if I got a medium cup but only fill it up half way do I still have to pay for medium. She said yes you have to pay for medium, or you dont have to get any. So I grabbed the cup and started to get my coffee I stated that the manager should do a better job on these orders so that this doesnt happen I should have to pay for medium when I came in for a small. She then said you can get out and dont get anything. So I said I heard you the first time. She started yelling and someone got on the intercom and call me a *************** front of ***************. This was the worst customer service I have ever experienced in my life. This team member should be fired ASAP

  Business Response

  Date: 11/19/2023

  Hello,

  The guest was contacted via email 11/19/23 and apologized for the experience. I advised the customer that I would send the customers experience to the operations team to address both the lack of small coffee cups and the employee's behavior. 

  Cordially,

  Love's Customer Service

• Initial Complaint

  Date:11/10/2023

  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.

  False advertisement. I went into the store and purchased two 1 liter *****************. The advertised price on window said two for five. I went to checkouts and rang up $6.18. That would be $3.09 each and I told the lady they were on sale for two for five and she said thats only for reward members, I went back and looked at the sign. It did not say anything about needing a reward card to get the sale price. She refused to give me the sale price.

  Business Response

  Date: 11/13/2023

  Hello, 

   

  We contacted the guest on 11/13/23 via email and apologized for the experience he had as well as assured him that his concerns would be addressed with the staff immediately. 

• Initial Complaint

  Date:11/04/2023

  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 purchased gas from Loves Travel Store in ************************** , store #**** on October 29, 2023. (Sunday). I only purchased $44.34 worth of gas. They charged me $104.79. My tank doesnt even hold that much. Their hotline created a case number for me #******** and promised to return my call in 72 hours which has passed. They stole over $60 from me. The local business promised me it was just a bank hold and I would get my money back by the end of last week. Not true. Its been stolen from my account.

  Business Response

  Date: 11/05/2023

  Hello, the guest was contacted via email on 11/5/2023 with an explanation that the card in question was pre-authorized at the pump and fuel was received. Unfortunately, we are unable to issue a refund, as we are unable to verify who received this fuel or recover payment from them. If the guest wishes to further dispute this charge, we recommend filing a dispute with their bank so that they can conduct their own investigation into the matter. We apologized for their experience and ************ would be shared with the appropriate parties how they were negatively affected by this policy. 

   

  Cordially,

  Love's Customer Service

  Customer Answer

  Date: 11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I only received $44.34 worth of gas and was overcharged by your business. I was charged $104.79.  I hung the pump up after it showed me exactly how much I spent! I have never had this happen at any other gas station. Someone from your business stole this money from me or your pumps arent working correctly. I checked my account right after I pumped the gas to see how much money was charged and I I had a hold which I did. I waited for it to go through and the excess charges to be dropped. They never were. A man I spokes to at the South Hutch Loves told me my money would go back into my account by last week. It did NOT! My tank doesnt even hold $100 worth of gas. I want my hard earned money back. I will never shop again from this establishment thats steals money from customers. Its very disappointing to see how you treat your customers and I will let everyone that I know be aware of this. 
  Sincerely,
  
  *********************

  Business Response

  Date: 11/09/2023

  Hello,

  We responded to the customer via email 11/9/23 advising that our card services department has denied the transaction and advised the customer again to follow up with their bank to resolve.

  Cordially,

  Love's Customer Service

  Customer Answer

  Date: 11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  On paper and an electronic format through the BBB, Loves sure tries to act like they are a responsible business who emails people theyve committed fraud against. I have checked my email NUMEROUS times. Never have they once emailed me! It took me 7 minutes to make sure Loves hotline had my email in correctly because she couldnt understand me. I have checked my spam folder, my inbox, and my other folder. I have contacted my bank numerous times, and I am awaiting the outcome. Please stop insisting youve emailed me when you have not. I havent received a single email. Its sad when a business lies to customers and the BBB.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/10/23 I did an oil change at loves service store # ***. *********, **. After driver roughly 4.5hrs my dash light came on with low oil pressure. I shut down my engine and rolled to a stop. When getting out of the truck immediately smelled oil burning I opened my hood and all I saw was engine oil everywhere. Mind you it was the middle of the night in 30 degree weather . I called the loves store right way and let them know what was going on. Closets loves to me was over 5hr away but there was a ** 5 miles away. I contacted ** and they sent out a service truck only issue was they had no one there till 4hrs. Ta arrived and put 9 gallons of oil in my truck mind you the engine only holds *********************************** a bay. Apparently the o filtet o ring was over tighten *** snapped in half. I took videos of all this while it was happening aside from the oil filter issue the new issue is the 9 gallons of oil covering the bottom of my truck and trailer.. I took video of this as well.... the on site truck wash explained to me they are not able to wash off that amount of oil due to environmental issues with there grease trap and possible fines I called two other locations explained my situation and got the same response.... I found a local truck was that did me the favor of washing my exhaust and brakes but couldn't not risk cleaning the rest. I explained the situation to the store and told them I don't mind washing off the oil but they need to refund the oil change bill for compensation.... loves claims says they will cover the ** bill and wash but that the store never agreed to the re fund. After spending 5 hr stranded on the side of the road freezing with no heat then spending two days scrubbing oil from every where the least loves should due is refund me the oil change bill and not lie about it

  Business Response

  Date: 11/02/2023

  We escalated the customer's request for a refund to the operations team above the ********** shop and they will investigate the issue and call the customer back within 3-5 business days. We emailed the customer on 11/2/23 and apologized for their experience and let them know that their concern was escalated. 

  Customer Answer

  Date: 11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It has been a week and no one has reached out to me to address the situation I have recieved no emails or calls or voicemail messages 
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/09/2023

  We re-escalated their concern to the operations team above the *********, **, ********** shop and asked again that they reach out to the customer regarding their request for compensation. We emailed the customer on 11/9 at the email address they provided and advised them we re-escalated their concern and provided them with a direct contact number for the team that is reviewing their case. 

• Initial Complaint

  Date:11/02/2023

  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.

  On Sept 28, I visited this location which I do so weekly. The malfunction of pump #** while trying to pay with my card failed at the beginning. The cashier told me to pay cash.I paid $60 cash when pumping the pump went over 33 cents and I realized the machine charged my card as well.I went back to get my $60 cash they said. They won't return money to anyone . Later she siad that the $60 would be put back in my card in 2 days.2 days later I called corporate, they tried and called the manager ********************* to return me the $60 dollars because on that day that money was over . I arrived to the location on Sept 30 and asked *************** about the refund. He was aggressive and well aware of the situation because he was on the phone earlier with corporate. He told me that he won't give any money back.And any money over everyday he was to keep because whenever they are on red numbers they have to pay for their pockets.Instead of giving me my money. Asked me to leave. I am a patron and I am not begging to get what's rightfully belongs to **** showed him the receipts of cash payments and showed him the charged on my ********** activity. He knew that the business charged me $120,33 for $60.33 of gas.My bank tried to stop payments and gave me a temporary credit but last night the $60,33 was deducted again from my account.

  Business Response

  Date: 11/02/2023

  Hello, 

  
  We responded to the guest via email 11/2/23 with an apology about the double charge as well as customer service that was experienced and asked for receipt info to dispute the charge with our card services department.

  Thank you!

  Love's Travel Stops

• Initial Complaint

  Date:11/02/2023

  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 purchased a set of Skull Candy headphones from this store. Before, I completed my purchase I asked would I be able to return them in case they didn't work. Because, in the past I've had issues with apple products not being compatible with other non apple products. I was told I would be able to return the items in case they didn't work. I went back to the store to return the items. I was told I couldn't return the items due to policies in place. I would like my money back because I purchased headphones that doesn't work with my device. I also asked before hand to prevent this type of situation. Currently I am $45 short of cash due to purchasing an item that does work with my phone that asked about prior to the purchase.

  Business Response

  Date: 11/02/2023

  I contacted the store #*** and spoke to the Manager on duty, who agreed to allow the customer a refund for the headphones. I reached out to the customer via email with an apology and informed him a refund would be permissible.
  
  
  

• Initial Complaint

  Date:10/30/2023

  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.

  ***** was aware of what we told him about the inspection failing the dot inspection. However, we told the shop what was told to us that the brakes was incorrect brakes. We left our truck and trailer at speedco for them to inspect and give us a call with the outcome. We never gave approval to replace brakes that was just replaced at the same speedco in February. We was not even aware or informed of the brakes being the correct brakes because if we were we would have denied the repair. And took it back to the place where we got the inspection from for further investigation. Please pull up the call record because they did not once ask for approval or let us know that those were the correct brakes. These charges are fraud and was never authorized by neither myself or ******. They didnt give us a discount on the brakes because we were unhappy they gave us a discount because they messed up and took two days to fix our equipment. Furthermore, the manager stated when ****** was up there and I was on the phone they would not be charging us for the brakes because we did not approve work and like stated before we just got them replaced in February nothing was wrong with the brakes. ****** even asked for the old brakes back and they stated they couldnt find it. The signature signed on the work order is fraudulent. We did not approve the work to be done. There was no verbal or written approval to complete work.

  Business Response

  Date: 10/31/2023

  Hello,

  We have contacted the guest 10/31/23 and asked for the Speedco location and the invoice number so we can work to resolve the service and billing issue they have stated in their comment. Her concern will then be escalated to the operations mangers over the location. 

   

  Thank you,

  ****************** 

   Love's Travel Stops 

• Initial Complaint

  Date:10/16/2023

  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.

  Good afternoon, my name is *************************. I am writing to file complaint and and give notice of my contact with a lawyer I will out in touch with you, according to subway public information. last night at approximately 745-8:30pm EST, I was harassed, threatened and intimidated as a customer by a drunk subway employee while the employee was on the clock in *********, ******** as Luvs truck stop management claimed to be Subway corporate and told me I should not come to the store while that employee was working. I have been going to eat at the subway location in this small town since you opened the location. I was standing in line with my family waiting for my sandwich when ********* the shift leader came directly out and told me I heard you were looking for me, lets talk and I responded no I am here to eat with my family. She continued to harass and intimidate me with another employee telling me other store employees at loves truck stop had been telling her I was looking for her. ********* who is in her 30s in age continues to harass my son who is 21 through third party family members while she is on the clock, so consistently my family has considering filing a restraining order against her and filing suit for subway allowing these actions by an employee. ********* has been employed by both the convenient store and the ********* next door and is known to have Been terminated from both locations for sexual acts on camera while on their clock and other derogatory actions. I have been in communication with ********* outside of her work, I have no reason to go to her job looking for her and did not speak to her while on the restaurant with the exception of walking up to my face and coercing me to stand next to the main entrance door of Subway and try to start a fight in front of every customer flooding into subway at the time. This isnt acceptable. Subways employee not liking me or stalking my son should not affect my experience at Subways store and I retain a right not to be threatened, harassed, intimidated by a subway employee on shift while I am enjoying time with my family. I consequences occurred for *************************************** by Subway. She immediately when to work making sandwiches after nearly assaulting me on the clock. I am forced to take legal action, as she was backed by ***************** whom she summoned at the convenient store part during the altercation and as a shift leader, she refused me the contact information to Subway corporate when I requested it. This interaction is on camera at subway, as do I have phone video camera footage of this event. Many witnesses were present as all 3 stores were full of customers at this time. subway has refused remedial action for their employees dangerous actions, while upholding this employees behavior and harassment of my entire family in the process of stalking my son. rather than correcting their employee, Subway on site management in so many words told me your employee has a right to behave this way, due the the rest of the employees gossiping to her telling falsehoods that I was looking for her, while yet the same management knows I never mentioned her, asked for her insinuated anything except that I was enjoyed a sub with my family, who ********* harassed about my son during their visits to one of the only restaurants in the town. thank you for your time. This subway is owned by Loves travel stop.

  Business Response

  Date: 10/16/2023

  The guest was contacted via email 10/16/23 and we apologized for the experience and assured her this would be addressed. Her comments have been escalated with the operations team over the Subway and our Employee Relations department. 

  Thank you,

  ****************** 

  Love's Travel Stops