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 has 252 locations, listed below.

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• 

  Love's Travel Stops

  2627 Oklahoma Ave Woodward, OK 73801-4009

• 

  Love's Travel Store

  300 Arby Dr Clanton, AL 35046-3918

• 

  Loves Travel Stop

  126 E Flying K Rd Loxley, AL 36551-2601

• 

  Love's Travel Stops & Country Stores

  2000 E Tehachapi Blvd Tehachapi, CA 93561-9680

• 

  Love's Travel Stop

  1015 Hospital Rd Brush, CO 80723

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:09/24/2024

  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.

  Went in for a simple repair on a leveling valve, they said yes leveling valve is the problem they swapped the leveling valve in 40 minutes told me I am ready as I am leaving I see the issue is not fixed, I go back in they say yea not sure we fixed it, it was originally not installed properly(its a 2022 trailer from the manufacturer thats been working perfectly fine for 2 years with 0 issues or repairs), I told them well whatever you did it is not working properly there is no air to the bags or tandems, they go and spend 2.5 hours attempting to fix their mistake at the end the mechanic said not sure what is going you need to go to the dealer. I am handed a bill for 673.83 and billed for not fixing the issue as I leave I do an inspection to see what they were doing I see there are cut up hoses and bypassed lines that were not like that from manufacturer and a hose disconnected that is supposed to be connected to make the trailer function properly. I had to spend 4 hours attempting a different shop for them to retrace what they bypassed and disconnected to fix their mistake and make the trailer function properly. This is price gouging for bad service to begin with and they cost me more down time and extra money wasted for a simple repair.

  Business Response

  Date: 09/24/2024

  Good morning,

  We have finalized our investigation with regard to the customers allegations. Our findings are below.

  Our technicians found the leveling valve non-operable. They then determined the valve was plumbed improperly. Removed and replaced leveling valve on customer trailer. We found the customer's check valve not allowing proper air flow. We then replaced the check valve and determined air pressure was adequate toward the tandem pins, but the system was not fully functional. The customer air bags were able to inflate, but not dump air and go down. After many attempts, we determined that the trailer need to be sent elsewhere for further diagnostics as all efforts to assist were exhausted.

  The amount the customer was charged was adequate for the cause/analysis repairs.

• Initial Complaint

  Date:09/23/2024

  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 more than one occasion, I have paid the Loves on **** Mill Rd to repair or correct a problem and now there has been 3 instances where they did the opposite. But, charged me for the failed service. On or about 6/18/24 my tractor truck went in for a full PM and 2 days later 6/20/24 my driver broke down due to oil level being to low. So, either the cap was not put on or the mechanic failed to fill it up. Either way, it cost us dearly. When we contacted the shop and submitted documentation we were advised that they would follow up. But, never did. On 9/3/24 my driver went in for a flat tire repair. We paid them to check the tire and remount it. However, on 9/5/24 the tire was flat again and taken into ******** to find that there was a whole in the sidewall of the tire rendering it no good.Still, on or about 7/2/24 my driver went in for a A/C recharge totaling roughly $165. My debit card was run for the service. But, I was later contacted by the manager at the shop to advise me that my card had been mistakenly charged $3629.57 and that I would be reimbursed. Yet, it was not until 7/15/24 that my money was released after filing a complaint with my bank. Yet, we were not reimbursed for overdrafts or late fees caused by this they just offered an apology. Nonetheless, Loves has cost me a substantial amount of time and money and they have refused to rectify any of it. My driver's lost loads, my account over drafted, and my truck broke down after using ****** services on now more than twice and I am deeply disappointed at the attention to any of it that has been displayed by anyone but, me.

  Business Response

  Date: 09/27/2024

  We discussed the issues with the customer and are reimbursing her $1,038.25 for failed work. We also provided her with a contact to dispute the additional issues she had with the incorrect debiting of her account.

  Customer Answer

  Date: 09/27/2024

   
  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 as long as the rest of the complaint is handled appropriately.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service 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 9/15/24 around maybe 2:45am, I stopped at Loves Travel Stop store ***** and got $10 in gas, about 3 gallons. like i do most of the time, I payed at the pump. This **** pump took the remaining balance PLUS $10 off my card which was $30.82 . Then when i call and report it, Im told i have to wait 3 **** days for someone to contact me. This is what kind of **** people have to go through choosing to shop here? I will never in my *** life get gas or anything else from any Loves location. Yall don’t know what people going through what the **** if them was my last $30 ******* dollars? why the **** have a system that’s capable of doing that ****? I know i’m not the first person its happened to and that’s ******* ridiculous. I’m ****** & I definitely will be speaking about this.

  Business Response

  Date: 09/17/2024

  On 9.16.24 a card services case has already been created for the customer. Our electronic payments team will follow up with the customer regarding the results of their investigation as soon as possible and that the customer has been made aware of this.

• Initial Complaint

  Date:08/30/2024

  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.

  /Invoice number ********** date 8/17/2024
  Went to this location in Polk city Florida, where I was able to get a first come first service oil change. As seen on the receipt in oil, change air filter, and a few other things were performed at the time of the service. My mechanic ***** ****** was struggling with the air filter, pulling it in and out three times very aggressively. (Please refer back to the garage cameras.)
  After getting my oil change, I proceeded to continue with my load, heading up to Indiana. I began to notice issues with my truck and starting, and it wasn’t the same or acting right. After finally arriving to Indiana, I went to a mechanic where we found out that there has been a large amount of damage, and being diagnosed and waiting for results.
  I would like to have love‘s contact me so that way we can get this issue resolved.

  Business Response

  Date: 08/31/2024

  We escalated this issue to our claims department and they will conduct a thorough investigation and reach out to the customer via phone as soon as they have an update. We contacted the customer via email on 8/31/24 and advised them of this. 

• Initial Complaint

  Date:08/30/2024

  Type:Billing 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 went to Love’s for gas on April 18, 2024 and filled up at the pump for $69.20. I was supposed to be able to get a 10 cents a gallon discount with the app but couldn’t do it at the pump. So I took my receipt inside the store and asked if it could be done there. The cashier, ******* ******, had me hand her my receipt and credit card and walked off to ask someone. When she returned she said she was able to credit it but couldn’t give me a receipt. She did give my card back but not the original receipt and I didn’t notice that I didn’t get it back. When I received our charge bill I saw a charge on it for $48.73 on the same date 4/18 within 4 minutes of the other charge and for more gas. I never did get a credit of 10 cents a gallon. I did not buy more gas. The strange thing is we bought our gas at the pump first then went in the store to see about the 10 cents a gallon refund. The times on the store receipts that I was sent show 4:38 pm for the purchase at the pump and 4:34 pm for the bogus purchase in the store. I have no idea how those times are reversed. I have had our Discover card help fight this to no avail. I was hoping you could help or give me some guidance. This happened at the Love’s ****** ***** **** ***** **** Santa Nella, CA. 95322

  Business Response

  Date: 08/31/2024

  Hello,

  The customer's dispute was submitted on 6/23/24 and was contacted on 6/24/24 advising them their dispute was denied and advised to dispute with their bank. Per our Card Service team "After researching, it looks like the card in question was swiped at two different pumps, 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 you wish to further dispute this charge, we recommend filing a dispute with your bank so that they can conduct their own investigation into the matter." 

  Thank you!

  Business Response

  Date: 09/11/2024

  We contacted the customer via email on 9/11/2024 and advised them to file a dispute with their banking institution. 

  Customer Answer

  Date: 09/12/2024

  
  
  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:08/26/2024

  Type:Billing 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.

  Good day,
  
  We are submitting a complaint against Speedco due to significant issues with their risk management team, which has proven to be both irresponsible and unresponsive.
  
  The first incident occurred in April at Speedco shop *****, Invoice ***********. One of our trucks required PM and a new clamp for the exhaust pipe. Despite clear instructions, the Speedco staff reused the old clamp instead of installing a new one. Upon leaving the shop, the truck began leaking oil, and Speedco refused to address the issue. As a result, we had to take the truck to another shop. Unfortunately, the reused clamp failed, causing the exhaust pipe to fall off, which the driver subsequently ran over. We contacted Speedco to seek reimbursement for the unprofessional service and additional repair costs, but *** ***** ******, the representative assigned to our case, denied any responsibility. He subsequently stopped responding to our phone calls and emails.
  
  The second incident, reference *********, occurred recently after an oil change at Speedco shop *****, Invoice ***********. The truck broke down 20-30 miles after the service due to spilled fluid, necessitating additional maintenance. The staff at shop *****, Invoice #**********, refused to perform the repairs under warranty and directed us to contact their help desk. Despite our efforts, we have yet to receive any response from Speedco's Risk Management team.
  
  To date, Speedco has made no effort to resolve these issues.

  Business Response

  Date: 08/26/2024

  Good afternoon,

  We investigated this incident and determined that we are not the subsequent cause of the customer's issues. The customer's hydraulic leak was pre-existing before we touched the unit.

  We also confirmed that we re-used the customers old clamp as we did not have a new one in stock. The customer's driver advised us that he did not have time to wait for any repairs.

  Therefore, Love's is not liable for the customer's issues.

  Thanks,

  Customer Answer

  Date: 08/28/2024

   
  Complaint: ********
  
  Good day,
  
  We reject the Love's response due to the lack of evidence provided regarding the incident involving the leakage and exhaust pipe. Furthermore, the driver is not authorized to discuss or determine repair matters, as these are under the our company's jurisdiction. Our maintenance team has not been informed of any changes in the repair status.
  
  Moreover, the company has completely disregarded the second issue raised in our initial communication concerning the warranty repair. To date, the risk management team has not made any contact regarding this matter.

  Regards,
  ****** ********

  Business Response

  Date: 08/28/2024

  We have documented that we spoke with the customer via phone 3 times beginning on 4/25/24. We also have emails to and from the customer on 4/24, 4/25, and 4/29 where we let the customer know our decision after our investigation was final.

  We will not be compensating the customer.

  Thanks,

  Customer Answer

  Date: 09/11/2024

  Good day,
  
  I am rejecting this response as it focuses solely on one issue, completely disregarding the second. Even if we set aside the matter regarding the leakage and exhaust pipe, the warranty claim we made still remains unaddressed.
  
  Regards,
  ******
  

  Customer Answer

  Date: 10/16/2024

  CONSUMER FILED A SEPARATE COMPLAINT CID ********, BBB CLOSED THAT COMPLAINT AS A DUPLICATE COMPLAINT AND HAVE ADDED IT TO THIS ORIGINAL COMPLAINT, PLEASE RESPOND TO THIS RESPONSE SPECIFICALLY. 

   

  On August 13, 2024, our truck visited Love's shop at ********************************, for an oil change and preventive maintenance (PM), invoice #**********. After driving just 30 miles, the truck broke down. Upon inspection, it was discovered that the fuel filter had not been tightened properly, causing a fuel leak. Unable to return to the original location, we visited another Love's shop at **********************************************************************. Despite the issue clearly falling under warranty, the staff refused to assist, directing us back to the original shop or to request reimbursement from the home office. When we contacted the original shop, they also redirected us to the home office. On August 15, 2024, we contacted the home office at ************ and were assigned reference case #********. We were told someone would follow up, but despite our ongoing efforts, we have received no response to date.

  Business Response

  Date: 10/16/2024

  Good morning,

  This new information is not a duplicate from the previous BBB case. We will reach out to the customer in attempts to resolve the matter.

• Initial Complaint

  Date:08/21/2024

  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.

  Transaction date 6/3/2024
  Location - Love's ***** Outside
  Credit card charged for 2 transactions at same location on this date.
  Reported error to Love's on 6/10/24. Case ********* opened.
  The first pump we attempted to use had an amount showing on the screen for $73.50 that would not clear. We went inside and the clerk indicated they would clear the pump and we should be able to proceed. It still did not work; so we moved to another pump and filled our tank for $28.60. Upon returning home from our trip we discovered both charges were on our account. A case was opened; but remains unresolved. The last 3 times I've contacted customer service I was transferred to the card department; it immediately goes to voicemail and messages are not returned. The last contact to Love's was on 8/12/24. I spoke with Denise who again transferred me to the card department where I left another message that wasn't returned.

  Business Response

  Date: 08/22/2024

  We contacted the customer 08/22/24 and advised our card services department is working to resolve the issue and will reach out to the customer as soon as possible. The card services case number provide to the customer is ********* 

  Business Response

  Date: 08/26/2024

  We advised the customer with an apology and assurance this has been re-escalated.

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I'm still waiting to hear more back from the business on the pending complaint.  I didn't want the 5 days to expire over the holiday weekend; so I felt that rejecting the response was the only way to give the business more time to respond and refund my money.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/19/2024

  Type:Billing 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.

  This past week, I stopped to get gas at Love's for a 2016 Jeep Renegade. I paid for premium gas, but the engine ran as though the gas was sub-par (below the octane level necessary for the engine). The engine stuttered so much I could not continue driving. I stopped to see a mechanic, who diagnosed the problem as sub-par gas, and informed me that Love's frequently lies about their fuel and cuts their gas with illegal amounts of ethanol. Stopping at a different gas station resolved the problem.

  Business Response

  Date: 08/20/2024

  Good afternoon,

  Without knowing which location the customer purchased fuel, we are unable to complete a full investigation. However, we have not received any reports at any of our locations for poor fuel quality in the last few months. Secondly, a mechanic cannot diagnose "sub par fuel" without actually testing the molecular makeup, which needs to be sent to a lab for a proper diagnosis. Furthermore, the allegations of "illegal"amounts of ethanol are completely untrue and unfounded. We purchase our fuel from the same exact terminals as all other gas stations, so our fuel is no different than any other location.

  Therefore, the allegations brought forth by the customer lack both credibility and evidentiary documentation.

  Thanks,

  Customer Answer

  Date: 08/21/2024

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

  The location was in ******, *********

  The mechanic diagnosed sub-par fuel based on the way the fuel cylinders in the car reacted to the fuel, as well as his prior experience with your gas in other cars, which was well within his expertise. Adding octane increaser solved the problem, as did getting gas at a different gas station. Circumstantial evidence is sufficient to open a claim. It is not realistic to conduct a full molecular investigation at this point in time, though I imagine that is something that could be done in the discovery process of a lawsuit. I would prefer to resolve this issue through the Better Business Bureau. I am asking for a refund on the gas, as well as the cost of the mechanic (150) and the octane increaser (about 10). This will put me back in the financial position I was in before stopping at your gas station and resolve the situation by "making me whole."

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

  Business Response

  Date: 08/22/2024

  Good morning,

  Thank you for providing additional information. This location has sold over ***** gallons of this specific fuel type over the week in question and received no other complaints or known issues. Furthermore, I reviewed our fuel compliance and it shows everything is within specification.

  Therefore, our investigation revealed that Love's is not liable for your issues and will not be able to offer any reimbursement.

  Thanks,

  ************************* - Supervisor of Risk Management

• Initial Complaint

  Date:08/12/2024

  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 Apr 21st 2024, I went to this gas station to fill up my van. I pulled into pump #6 and swiped my **** credit card. The card was rejected and I had to go into the store to get a preauthorization. The cashier, ****, made me run my card and enter my PIN at least 3 times saying each time that they were experiencing problems with their system. Eventually I got a preauthorization for $80 and ended up topping up my gas tank with ***** gal of unleaded regular gas for $59.71. The only receipt I have is the one printed at the pump. On checking my **** account online a few days later, I discovered 2 charges from Love's #****. One for $59.71 Outside and one for $70.31 inside. I called Home Trust **** on my return to ****** about the unauthorized charge and they told me I had to try to resolve the dispute myself with the merchant first.I called the merchant on May 1 and spoke to ***** and she was unable to find a sale for $70.13 matched to my card number, and told me to wait for my **** statement. I called ****'s again on May 28 to follow-up and ***** told me to call their corporate office. I called the office that same day and spoke to ****. He took all my information and opened a case # ********. I did not hear back on the outcome of the investigation and called the corporate office back on June 14. ***** said she was unable to pull up a receipt for that amount and said I would have to dispute the charge with Home Trust ****.Home Trust opened a Claim # *********** linked to my Acct # XXXXXXX ********. The merchant has indicated to **** that the charge is valid as the fuel was dispensed. Based on the documentation provided by Love's, I supposedly received ***** gal for $70.13 at 09:47 and ***** gal for $59.71 at 09:50 on 04/21/2024. That is physically impossible since I am not that quick and the van I was driving only has a fuel tank capacity of 22 US gallons. Also, I was not traveling with another vehicle nor did I fill any ***************.

  Business Response

  Date: 08/12/2024

  I responded to the customer advising a card services case has been created to investigate the charges.
  
  
  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  My concern for the unauthorized charge has still not been resolved even though it has been forwarded to Love's electronic payment department.
  Sincerely,
  
  *********************

  Business Response

  Date: 08/19/2024

  We reached back out to the customer via email on 8/19/2024 and let them know their concerns are currently under review by our ************************ and once completed, someone from that department will reach back out to them. 

  Customer Answer

  Date: 10/23/2024

  I wanted to update you on the status of my dispute with Love's Travel Stops which still has not been resolved. I had believed that the matter was settled and that Love's was going to give me a refund when they sent me the following email on Aug 22, 2024:

  
  

  Corporate >Card **************** >Disputed Charge **Frozen Pump**

  
  Hello,
  
  Your refund of $70.13 is being processed. Please allow 7-10 business days for it to reflect in your account.
  
  Thanks 
  
  Love's Disputes Team
  
  ref:!00D360Kq3u.!500bV033icK:ref

  
  

  However, to this date I have neither received a credit to my credit card nor a check in the mail. I sent them an email Sept ******* but did not receive a reply. I called their corporate office on Oct 1, 2024 and spoke to ***** who insisted that she had processed the refund herself and that the problem was with my credit card company. I called Home ********** and they do not have a record of the transaction. I hope that Love's has not reneged on their promise of the refund. This dispute has dragged on since April of this year and I hope you will be able to help me resolve it promptly.

  
  

  Thank you.

  
  

  Sincerely,

  ****** ****

  Business Response

  Date: 10/23/2024

  Responded to the customer via email on 10/23/2024 letting them know we show they spoke with our ************************ on 9/30/2024 was told a refund was submitted to their bank on 8/22/2024 and advised them to reach out to their bank if they have not received the funds back on their account.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I have forwarded the emails from Love's to Home ********** in ***** to see why they have no record of receiving the funds from Love's. Is there any possibility of the funds being credited to the incorrect account? I await their reply.

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

  Business Response

  Date: 10/29/2024

  We contacted our ************************ and found that there was also a chargeback submitted by the customer around the same time the refund was submitted. The supervisor of the ************************ will investigate the matter further and reach out to the customer via email with a resolution. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: as of today Nov 8, 2024, there is still no credit to my credit card account from Love's. I find it simply incredulous that in this day and age that a matter as simple and straightforward as this has dragged on for more than 6 months without a resolution. I just hope that I, a retired senior citizen, will not meet my demise before I  see a single *****.
  
  Sincerely, ****** **** 
  
  ****** ****

• Initial Complaint

  Date:08/11/2024

  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 am writing to express my deep dissatisfaction with the experience I had at Loves Travel Center, Store #***, located at ******************************************, on August 9, 2024. As a long-time customer and owner of a trucking business with over 25 years of experience, operating more than 50 trucks, I have always relied on Loves for its consistent service. However, this recent experience has left me feeling both robbed and disrespected.While traveling cross-country, I stopped at this location to fuel up. I went inside to prepay and was assisted by a clerk named *****. I requested $50 worth of diesel on pump 3 and confirmed that I wanted a receipt. However, when I went out to pump my fuel, the pump wasnt working. Upon returning inside to inform the staff, ***** consulted with the manager, a young blonde woman whose name I did not catch. Her response was not only dismissive but downright rude. She informed me that someone else had pumped fuel at a different pump and insisted there was nothing she could do about it. Despite my request for her to review the stores security cameras to verify my payment and the pump I was using, she refused and instead escalated the situation by threatening to call the police if I did not leave the premises.When the sheriff arrived, he informed me that there was nothing he could do to resolve the matter. The manager not only refused to refund my money or provide the fuel I had paid for, but she also requested that I be charged with trespassing if I did not leave immediately.I have never encountered such a distressing experience in all my years in the trucking industry. I feel completely robbed of my money, disrespected by the staff, and threatened by the management.I urge you to review the circumstances of this incident and take appropriate action. Thank you for your attention to this matter. I look forward to hearing from you soon.

  Business Response

  Date: 08/12/2024

  We have contacted the customer via email 08/12/24 with an apology and assurance this would be addressed. Our operations team will address at the store level.