Convenience Store
Love's Travel StopsThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Love's Travel Stops's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 165 total complaints in the last 3 years.
- 49 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/25/2023
Type:Sales and Advertising IssuesStatus: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 advertising outside sign says **** a pack no mention of using app or buying 2 packs.... inside on shelf it says **** when u buy 2 .... 1 st price switch... they ring up ***** for 2 .... wait there **** each ***** tell me no with using loves app..... says that nowhere on shelf or sign... beware they will s**** you one price outside one price inside omg 3rd different price when they ring it upBusiness Response
Date: 09/25/2023
Responded to the customer requesting the city/state in order to contact the store and get additional details regarding the promotion.Customer Answer
Date: 09/27/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
Date:09/11/2023
Type:Sales and Advertising IssuesStatus: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.
They are double taxing tobacco.... The price of tobacco is included in the price of the cigarettes they're double charging cigarettes when the taxes have already been paid.... They advertise when you buy two packs they're **** a pack for a total of they're charging ***** saying I have to pay tax. With a clear tax stamp on the cigarettesBusiness Response
Date: 09/12/2023
Hello,
We contacted the customer via phone 9/12/23 and explained he isn't utilizing the barcode with the purchase and the deal still would add any relevant taxes.
Thank you!
Love's Customer Service
Business Response
Date: 09/12/2023
Hello,
We contacted the customer via phone 9/12/23 and explained he isn't utilizing the barcode with the purchase and the deal still would add any relevant taxes.
Thank you!
Love's ****************Initial Complaint
Date:09/09/2023
Type:Service or Repair IssuesStatus: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.
Yes I'm a customer who was simply using the bathroom at this store and monitor located in *********** ******** I was going to purchase a few items but first I needed to use the restroom while in the restroom and employee by the name of ***** I believe a blue-headed blue haired young little girl stated that they were going to call the cops on me because I was doing drugs and their restroom which I was not I was taking a number two ************ told the young girl what do you mean I'm doing drugs can you smell my a** what are you doing back there by the restrooms anyways are you trying to be a pervert and watch me use the restroom or are you trying to smell my **** that's disgusting I'm really really really feeling harassed right now and really disgusted in the service that that employee is providing there at Love's Travel Stop here in *********** ******** I believe she needs to be fired she should not be hanging around the bathrooms trying to smell people's butts I was simply in the restroom for less than 5 minutes but due to her actions I cut my restroom break short and decided not to give my business no more and I had rode my bike exactly 2 miles from my house just to come to this Love's because of certain products that this store contains that others do not and I'm simply more Angry than ever I do wish that management there at that store is retrained on how they should go about people's restroom breaks if a customer walks in they should not be hanging out by the bathroom trying to smell in my opinion people's butts are trying to be sneaky and checked me out while I'm using the bathroom and be a pervert I feel sexually harassed and I also feel just harassed in general ************ of bull I refuse now to go to this store due to the sexual predator employees whom work at this location. I'm so close to calling the local law enforcement to file a sexual harassment claim but for the publics view I will refrain from doing so to save your stores reputation I do recommend action be done for future events where others may feel harassed as I just did today is Saturday September 9th, 2023. Thanks you for your time I hope this individual getting terminated serves as a ****** for other employees currently employed to new employees in the future.Business Response
Date: 09/10/2023
Hello,
We emailed the customer on ***** and apologized for their experience. I assured them that their concerns have been escalated to the operations team over that location and will be addressed by the *** at store level.
Thank you!
Initial Complaint
Date:09/06/2023
Type:Service or Repair IssuesStatus: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 went to Loves to get gas at pump put my debit card in*ormation in and then screen *roze up, tried multiple times and buttons but couldnt get it to un*reeze or let me pump gas. I pulled ahead to next pump and put gas in, when *inished seen someone was at the locked up pump putting gas in checked my account and noticed two one dollar charges to my account. Went to the guy and asked him i* he had entered his debit in*ormation and he said no so knew he used my account in*ormation. We went into store to a cashier who stated because it was *uel he couldnt re*und my money but the guy could pay me but he didnt have cash and wouldnt go to ATM machine, so the cashier gave me the receipt and phone number to call and *ile a dispute and then collected the money *or the gas *rom the guy. My husband wrote down vehicle in*ormation. Went and called customer service right away and they *illed out the in*ormation and *iled a **************, told me I should hear in ***** hours, heard nothing tried to call and le*t multiple messages but nothing. So decided to call customer service to get the hours and the person looked up my dispute and said it was denied because they didnt know who paid. So they got paid twice *or the same amount o* gas and they could o* called and asked questions also they should acknowledge that I called and returned my call. Now I have to dispute charge thru my *************Business Response
Date: 09/06/2023
Hello *****, thank you *or reaching out to us.
We sincerely apologize *or the recent experience you had at one o* our travel stops when you were charged twice *or *ueling gasoline that you did not pump. Un*ortunately, we are unable to set up a card services case *or you, but we recommend that you *ile a dispute with your bank to have these charges taken care o*. I* you have any questions, please let us know. I hope you have a great day.Thank you *or choosing Love's!
Best regards,
Chase *.
Initial Complaint
Date:08/01/2023
Type:Service or Repair IssuesStatus: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 reaching out to discuss filing a claim due to loss of items from a pump malfunction at the *******, ******* store. I could not come inside the store to report the incident as my children were with me and I was covered in gasoline. I did call when arriving home after showering, and spoke with the stores operations manager, *** who gave me the information to file a claim for loss. He was helpful and assured me I would be reimbursed for my clothing and vehicle damages. I then spoke with ******* from customer service on 7/10/23 at approximately 2:15 pm who told me that the store was not responsible for pump malfunction, and there were no issues from any other customers. I told him to review camera footage at the pump to see that the pump would not shut off and sprayed gasoline all over me and my clothing. I could have been severely injured. He told me that the store does not have any cameras in place at all on gas pumps, so hes unable to review footage. He assured me that I could speak with his manager and that they would call me today to help in recovering damages. No one ever called. I was pumping gas at pump #** and intended to purchase $10 of gas. However, the pump would not shut off and I ended up almost filling my tank at $28.17. I was worried about doing damage to my vehicle/gas tank so I removed the pump. Gas sprayed all over me and ruined my entire outfit, undergarments, wallet (cash and cards). I had an hour to drive home to ******** ********, so we had to drive home the entire way with the windows down due to the fumes. My children had to breathe in fumes, and my car seat is also saturated with gas too so Ill have to pay to have my car interior cleaned.Please let me know how to proceed with filing a claim to be reimbursed for loss incurred due to this incident. I only want to be reimbursed for damages to clothing and to have my vehicle cleaned so its safe to ride in again. Thank you,***************************** **************Business Response
Date: 08/01/2023
We contacted this customer via email on 8/1 and advised them that we escalated their concerns to the appropriate department and someone should be reaching out to them within the next 3 business days. If they do not hear from anyone in that time, we asked that they let us know and we can re-escalate the concern if necessary.Customer Answer
Date: 08/01/2023
Complaint: ********
I am rejecting this response because:I was contacted today at 1:17 pm by phone, and was told that there was no responsibility from Loves Travel Stops to reimburse me for losses due to this gas pump malfunction, and that the pump was found to be working correctly. I am told that there is no camera footage at this Loves location to review in order to see the gas spraying all over me.
I would like this to be escalated further to higher management as I was contacted by the same person that contacted me initially stating that Loves is not responsible, and that they do not offer me any reimbursement for loss.
Thank you.
Sincerely,
*****************************Business Response
Date: 08/02/2023
We contacted this customer via email on 8/1 and advised them that we escalated their concerns to the appropriate department and someone should be reaching out to them within the next 3 business days. If they do not hear from anyone in that time, we asked that they let us know and we can re-escalate the concern if necessary.Customer Answer
Date: 08/08/2023
The business did not do anything to resolve this complaint. They only told me they continued to escalate my claim and that someone would contact me in three business days. That didnt happen, so I contacted them again, and got the same response. I do not agree to having this complaint closed because no resolution occurred.Customer Answer
Date: 08/08/2023
The business did not do anything to resolve this complaint. They only told me they continued to escalate my claim and that someone would contact me in three business days. That didnt happen, so I contacted them again, and got the same response. I do not agree to having this complaint closed because no resolution occurred.Initial Complaint
Date:07/25/2023
Type:Service or Repair IssuesStatus: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.
Improper work, causing complete failure of wheel, Store refused to correct said to file with customer service, which just gives me the pass off to another dept.Had to call another road service $200 to remove damaged wheel, not waiting for rebuild of wheel estimated at $2500 plus downtime for several weeks.Business Response
Date: 07/25/2023
Hello,
We have contacted the customer via email on 7/25/2023 and apologized for his experience at the shop located in *******, **. His concerns were escalated to the Tire Care Area Manager and District Manager over that location, and they will address this issue to the operations team as soon as possible. We've also contacted the appropriate department and requested for them to reach out to the customer to discuss this situation further and provide possible compensation.
Best regards,
Love's Customer Service
Initial Complaint
Date:07/23/2023
Type:Service or Repair IssuesStatus: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.
Stoped in to this location on 02/25/2023 to get a *ront passenger hub seal done. Work Order # ********** They charged me $474 dollars and some change. I have had to ad hub oil to hub oil every 2 times a week *rom day one. I stoped at a Loves in ***** ***** Store # *** on 05/01/23 because I was having to put hub oil in a *ew times a week which didn't seem normal since my other one was 1 time a month. I couldn't see no leak so didn't make sense. They told me it wasn't normal and they looked at it and told me there was a very small leak and the seal probably wasn't set in correctly. I was there getting 2 rear seals done so I asked them to *ix the *ront. They said they needed to contact the other store and get approval. I was under the warranty period. They came back said they can *ix it but id have to pay labor. I said I already paid labor which wasn't done right so why would I pay it again. They said id have to pay unless I took it back to *******. I re*used as I don't normally drive through ******* and I wasn't paying labor. I stoped again at another loves in ********, ** On 06/20/23 and was given the same thing. Im sorry I paid *or something to be *ixed and done right. To date they want to **** a *ew extra hundred dollars in labor to *ix a mistake they did. It shouldn't have been leaking the *irst week I le*t. They can re*und my money and ill go some place els or they can *ix the problem at my local loves and no cost.Business Response
Date: 07/24/2023
We contacted the customer via email 07/24/23 and apologized *or the experience and assured this would be addressed. We will review the invoice and service request and reach out to the customer via phone a*ter this has been done.Customer Answer
Date: 07/24/2023
Complaint: ********
I am rejecting this response because they have not dealt with the situation in *ull. Yea they did email me personally saying they would look into it but that is it. Once they physically contact me and deal with the problem accordingly then and only then will I accept the response.
Sincerely,
*********************Business Response
Date: 07/24/2023
Hello,
We have *orwarded your concerns to our *************** so that they can address this issue with you immediately. Someone should be contacting you within the next 72 hours to get this taken care o*. We appreciate you bringing this to our attention and hope you have a great day.
Thank you,
Chase *.
Customer Answer
Date: 07/25/2023
Complaint: ********
I am rejecting this response because:yes someone has called but problem isnt solved so wont accept and close this complaint till our problem has been completed.
Sincerely,
*********************Initial Complaint
Date:07/19/2023
Type:Product IssuesStatus: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.
Invoice date 07/18/2023 te date the tires shredded and popped 07/19/2023 There has not been a resolution. I have ************, the tire shop who sold the rotten tires and the shop that did not want to replace the tires. The tires are NOT DOT legal but still the shop did not want to replace the shredded tire. Nothing ever gets resolve when dealing with Love's travel stop its to much to have to go back and forth just to get the mess up taken care of. I would like a refund for the total amount I paid for $696.78 along with a complementary sorry for the inconvenience we (Love's Travel Stop) have caused.Business Response
Date: 07/20/2023
I've replied to the customer on 07/20/2023 requesting a copy of the work order, and the shop location for further assistance to send to your risk management department.Customer Answer
Date: 07/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I received a notice stating ****'s sent a response there was nothing there stating a resolution like Love's travel stop often do nothing concerning the unprofessionalism, insaneness that you have to go through after you have spent your hard heard money only to get rotten defective NOT DOT ***************. I would like a response and a solution to this on going issue with Love's travel stop and how their employees conduct business on policies and procedures.
Sincerely,
***********************Initial Complaint
Date:07/13/2023
Type:Service or Repair IssuesStatus: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 already submitted my complain to head office of loves travel stop in *****************.But I did not receive any instructions from risk management team.Claim CASE # : ******** Hello,After change of engine oil at loves(store # ***) on 7/2/2023 around 4:00pm, Oil was leaking from oil filter rubber ring. Therefore I stopped at loves in speedo, **************, ** on 7/3/2023, but *******************, shop manager didnt want to change/ touch the oil filter(He said to me that the other mechanic changed the oil filter incorrectly and worried about filter housing damaged) and recommended me to go to ***** dealer. In the afternoon, I changed oil firer at ***** dealer in ***************.Please reimburse the amount, $463.46 to me as soon as possible. Also I spent all day long for changing oil filter because of Loves non skilled mechanic. I want to get the detention payment, $300 for downtime.Business Response
Date: 07/13/2023
I replied to the customer on 07/13/2023 via email advising Risk will be reaching out to the customer for further assistance.Initial Complaint
Date:07/10/2023
Type:Product IssuesStatus: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.
In the last few months, ****'s has advertised a 10 cent discount on their fuel. I signed up with the app and got a bar code which I was supposed to scan before purchasing my fuel. Problem is none of the pumps would scan my code. Each time I would have to walk into the store and have the clerk scan it and turn on the pump. I was even told by some employees that "the pumps won't read the codes" so I don't believe my case to be isolated.We left on our trip on 6/5 and we tried several Love's stations between TX and WA. None would read my code. On our return trip 6/19 - 6/23, we just didn't even bother to scan the code and I felt to have to walk into the store was an attempt to get me to purchase more items. The tickets I have for fuel on our return trip totaled almost 82 gallons and I should have received $8.20 in discounts.After our return, I contacted customer service and was told they couldn't do refunds like that. They didn't seem to want to resolve the problem, so now I'm reporting this to you.If they're going to run a special program, they need to be SURE the pumps will read the codes and if not, have some method of resolving the problem. I feel they owe me $8.20.Business Response
Date: 07/10/2023
I responded to the customer via email on 7/10/2023 with an apology and advised we're unable to refund the difference, and advised how to receive the discount.
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