Business Profile

Convenience Store

Love's Travel Stops

This 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

168 total complaints in the last 3 years.
51 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:11/25/2024
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.
Gary Indiana
IF THERE WAS A WAY TO GET THE 300 WORTH OF FUEL I JUST PUT IN MY TRUCK I WOULD DUMP IT ALL MY MAINTENANCE,FUEL,ECT. WAS THROUGH LOVES!!!
I am a professional driver and a Platium member at that....never in my 14 years of driving have I ever been so mistreated and publicly humiliated....I was accused of theft by your so called security gaurd.....when i asked what it was I stole she couldn't even tell me that....and the general manager wasn't any help there either and just as rude .all they said was they have the footage....yet when I asked for the police to be called I was told no and that she was law enforcement which she is not!!!!!....I asked to see the footage and was told no....I asked for names of the manager and the security gaurd and again told no..and told "call corprate but they will not listen to you and wont matter loosing one driver"..however the security gaurd was able to zoom in on MY TRUCK out of the other 100 trucks there...to ban my truck from LOVES..WHICH IS PERFECTLY FINE!!!. I will not tolarate the mistreatment of a human bean..but she couldn't tell me what she thought I took....SO GREAT JOB LOVES YOUR ARROGANT MANAGER AND SECURITY GAURD JUST LET AN IMARINARY THEFT HAPPEN AND TELL THE PERSON ACCUSED GO FREE WITH SAID OBJUCT GREAT LOSS PREVENTION THERE....ALL IN THE PROCESS OF LOSING A CUSTOMER AND BANNING HER OVER SOMETHING I DIDNT EVEN DO!!!!!....that security gaurd is gonna end up wrongfully shooting someone they need to take her gun away...I asked to shop to take the 2 tanks worth of 300 of LOVES fuel off my truck i almost just dumped it....when I called the **** Police department and explained what had happened even they said loves was wrong.on this particular day at this location they only got about 25.00 between store purchases and laundry....I canceled my 400 shop appointment and had everything done a ***** across the street never again will my entire fleet will be switching
Business Response
Date: 11/25/2024
We have spoken to the customer via telephone and email 11/25/24 and have apologized for the experience and assured this would be addressed.
Customer Answer
Date: 12/05/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

****** **********
Initial Complaint
Date:11/23/2024
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.
12:36 am 11/23/2024 I drove up to the Loves gas station pumped $24.99 in gas and selected to receive a receipt which I did not receive as the pumps have no paper. Within moments of leaving the establishment Loves attempted to charge my debit card without me being at the location physically or authorizing any purchase $175.00 thankfully my bank declined the transaction and promptly closed my debit card but I see several complaints at this location about the same issue and this location needs to be investigated by the OCC for on going fraud crimes against consumers.
Business Response
Date: 11/25/2024
Hello,

The guest was contacted on 11/25/24 and explained that the $175 hold was place on her card by her bank and that she will need to file a dispute with her bank if the charge does not fall off after 3-5 business days.

Thank you!
Business Response
Date: 12/10/2024
I responded to the customer advising a hold is placed on the account by their bank when a gas purchase is made at the fuel pump.

Customer Answer
Date: 12/14/2024

Complaint: ********

I am rejecting this response because: Business reached out to offer same response that my bank had placed hold on my account which is not accurate I used debit and paid for my entire gas purchase. After leaving Love’s an attempted purchase was made in the account using credit in which an attempted “hold” would have been placed but thanks to my bank fraud features I declined the purchase a new card was issued and I have had no further issues. It is extremely frustrating that the company won’t just look into why these fraud attempts keep occurring at this location and won’t take responsibility. I am not looking for anything just ensure as a consumer we are safe from fraud especially from a business.

Sincerely,

**** *
Initial Complaint
Date:11/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear sir,

I took the service of Love's travel stop on store **** on 3rd of November 2024, when I was paying the bill then there was a glitch in the machine that's why I tapped my credit card twice over there but the very next day when I checked my statement then it was showing that the payment deducted double times from my account. I raised the issue with my bank also and it is my request, kindly check at your ends also so it could be easily resolved. I have also attached my bill receipt and my bank statement screenshot.
Business Response
Date: 11/12/2024
We contacted the customer via email on 11/12/24 advising them we have forwarded their concerns to the correct department for investigation.
Initial Complaint
Date:11/09/2024
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 ordered food thru **** **** 11-8-24 around 9pm i left instructions on the app for the ****** to call me when they got to loves truck stop so i can tell them how to get to my truck. a little while later i saw on the app that the ****** was here but they had not called so i called her and i asked her to bring the food to my truck she said that she was inside the truck stop and that an employee inside told her she was not allowed to bring my food the truck i asked why then she gave the ph to the loves employee and the employee said i had to come in and get my food very rudely.. i walked all the way from my truck to inside the truck stop went to register & asked who had my food and why i had to come in and get it? also explained i have drove trucks for four years and that i order food thru **** **** all the time and every time the ****** brings it to the truck and she said it was their policy not to allow it i then said thats not true bc i park at loves all the time i get food delivered to my truck there often she said well its their policy at that particular loves and if i did not like it i could leave very rudely as she slung my food at me . she seemed racist in my opinion i was the only black person in the loves as this occurred. i ask for a manager she was rude too i ask her to provide me the loves headquarters number so i could call and complain she refused and said i only could complain thru the app.. the manager name was ******* and the very rude racist employee name was ***** **********!! it also appeared my food had been tampered with. i am thinking about going public this to the news media and social media and i will contact a lawyer!!!
Business Response
Date: 11/09/2024
We contacted the customer via email on Nov. 11th 2024 requesting the store location so we may investigate and escalate this matter to the operations team over the location.
Initial Complaint
Date:11/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our truck stopped at one of the Love's stations for maintenance and the wrong parts were used which caused severe engine malfunction and requires the engine to be replaced. We truck has been in the shop since October 17, 2024. This has resulted in lost wages and other penalties and fees. Love's has not communicated with us since this occurred and would not advise on how we could recoup our expenses due to their errors.
Business Response
Date: 11/07/2024
Good morning,
We spoke with the customer Keevy Hood ************ twice on 10/17/24 as well as followed up with an email providing contact and claim information on the same day. We have also spoken with the customer's repair shop, ******************* several times. We have been awaiting a line item estimate from the repair shop to determine causation and provide resolution to the customer.
Thanks,
****** ****** - Supervisor of Risk
Customer Answer
Date: 11/12/2024

Complaint: ********

I am rejecting this response because: as they have stated and hence the problem, we have not heard from them since the incident occurred on 10/17/2024. We have left messages and requested call backs with no response. We have been without our truck since they performed service.

Sincerely,

*** ****
Business Response
Date: 11/19/2024
We spoke with the customer on 2 occasions on 11/18/24.
Initial Complaint
Date:10/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I attempted to purchase fuel at ************* location #**** on 10/25/2024 around 3:35 pm. After inserting my chip card, I was prompted to enter a loyalty number, it tried to skip this prompt. The gas pump froze. I cancelled the transaction. I moved to a different pump and used a different card. I received no fuel on my **** but I was charged $125.69. I drive a ***** CR-V and was able to fill up on a different card for $38.18, at a different pump. I notified attendant of the issue.
Business Response
Date: 10/29/2024
Hello,
The guest was contacted on 10/29/24 and made aware that we have sent off a card services case to refund the $125.69 back onto her account. She was advised that this process could take up to 5-7 business days as well.
Thank you!
Customer Answer
Date: 11/01/2024

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:10/23/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/25 roadside repair I had part replaced by loves tech that was not bad specifically a air distribution valve also a brake part that was bad I have had 2 separate mechanic inspect valve and say nothing wrong with valve and one them was a tech withloves on 10/16 I asked mgr **** to for adjust envioce for part and labor nothing he could do
Business Response
Date: 10/17/2024
This complaint is not about me or my business. I am not a car repair service or mechanic.
Customer Answer
Date: 11/04/2024

Complaint: ********

I am rejecting this response because:
I have sent loves a copy of envioce and recieved no response other than I will recieve a call within 72 business hours still no response
**** **** ** ******

Sincerely,

******* ******
Business Response
Date: 11/05/2024
Hello,

The guest was contacted on 11/5/24 requesting the location in which the work was done and the invoice number so that we could get our Resolutions team involved with the case. We will escalate this case to Resolutions when that information is provided by the customer.

Thank you!
Initial Complaint
Date:10/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a customer on or about August 16, 2024, at this ***** Travel stop in Fernley, NV. I was fueling from the fuel pump where i spent $900.. I was using the def and the fuel at the pump and the def pump was leaking from the handle. I called the store and told someone said his name was ***** about it. He said he would check into it. It leaked all over my new gym shoes and shorts. I complained to the store, and they told me to call their customer service risk management about it. I spoke to someone names ******; she denied it without even calling the store because she said def is made up of 60% water but left out the other 40% that ruined my clothes and shoes. And then I spoke to a manager of the risk management, ******. She said she would look into it, and She was so concerned, and I haven't heard back from her in over a month. I just wanted to make a complaint about this ***** store and their customer service and how bad they treat customers.
Business Response
Date: 10/14/2024
Good afternoon,
We received this complaint on 9/5/2024. We investigated this incident and confirmed that there have been no other issues/complaints with our DEF nozzles at this location. Furthermore, as our representative explained, DEF (Diesel Exhaust Fluid) is made up of roughly 66.6% water and 33.4% Urea (which is a non-toxic matter). If DEF is spilled or leaks onto clothing and/or skin, it will not harm the material or the individual.
Due to both of these factors, we will not be issuing the customer any reimbursement for this case.
Thanks,
****** ****** - Supervisor of Risk Management
Business Response
Date: 10/23/2024
Good afternoon,
To reiterate, we investigated this incident, as we do all incidents that are similar in nature. We confirmed that there have been no other issues and/or complaints with our DEF nozzles at this location. The particular nozzle in question is still in working order with no other issues.
This appears to be an unfortunate operational error made by the customer.
Thanks,
Customer Answer
Date: 10/27/2024

Complaint: ********

I am rejecting this response because: Love's never investigated the def pump leak that was dripping on my clothes and sneakers. I was told this because it is 66% water, and it spread all over my clothes. I will never do business there again. I had visited this Love's Travel Stop before and it is very dirty. The fuel islands have trash laying on the ground because garbage cans are full and not removed. I saw an employee that works at the ********* ***** in ***** truck stop in the men's room not washing his hands after using bathroom and went right back to serving customers. This place is not well kept and dirty and should be closed down....

Sincerely,

***** *****
Initial Complaint
Date:10/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/20/24, my husband went to Love's to get fuel. Initially, he pulled up to a pump, put in his credit card, removed the card and picked up the nozzle. Before he pumped gas, he noticed he was at a premium pump. He replaced the nozzle into the holster, thinking that canceled the transaction. He moved to a regular pump and got $40 worth of gas. Our credit card has been charged for the $40 AND a charge of $64.17.
We did not get any gas at the original pump and it seems our credit card info was not cleared from the pump.
I've contacted Love's and our credit card and haven't obtained a satisfactory resolution.
Business Response
Date: 10/07/2024
We contacted the customer via email on 10/7/2024 and requesting additional transaction details so we can escalate their concerns to the appropriate department.
Initial Complaint
Date:10/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 17th 2024 I fueled the semi truck at Loves truck stop in Boardman , OR . I purchased 98 gal of diesel and 9 gal of reefer fuel . After I left the truck stop I realized there is two transactions on my fuel card account and the wrongly charged my card for 537.68 $ . I contacted the manager of that Loves immediately and was assured that they will look into it . I have two electronic receipts , one is my fueling and another one is the one I did not authorized yet Loves charged it to my card . I've emailed them to the manager . Days went by, I called several times and was assured the are working on it . After two weeks I've contacted the Loves corporate and file the dispute in regards of that charge , quickly after Loves responded sending an email stating that they are denying the dispute , the reason is I authorized both transactions , which is NOT true . I contacted the manager of the store ***** again , she told me she couldn't figure out what went wrong therefore she can't help me . Whether this was human error or system glitch , Loves doesn't take any responsibility for what happened . Charging somebody's fuel card without authorization its a theft . I will be seeking legal action . As a loyal Loves customer I am very disappointed how they handle it .
Business Response
Date: 10/01/2024
After researching, the card in question was used to activate the pump, and fuel was dispensed. We received valid authorization, so we are unable to issue a credit for the charged amount. The customer was contacted on 9/30 and advised if they wish to further dispute this charge, they will need to file a fraud dispute with their bank/card issuer.

Customer Answer
Date: 10/02/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

****** *****
Business Response
Date: 10/03/2024
We responded to the customer advising them to dispute the charge with their bank.

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Love's Travel Stops is NOT a BBB Accredited Business.