Business Profile

Convenience Store

Love's Travel Stops

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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.

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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:01/01/2024
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.
On 01/01/2024 I was pulling into the love travel stop in ****** ** with my semi truck. As I was getting out of my semi a female servi e technician pulls up and starts harassing me telling me I can't leave my truck, I have to remain with my semi. I was told I cannot go to the grocery store, I can't go do my laundry or shower. I went inside and was told by **** the manager on duty that because of rivian I can't leave my semi. There was a box truck parked right across from my truck and a day cab on the other side. The service technician proceeded to come back around and hound me some more as I was putting Def in and told me again I can't leave my truck. There are no signs saying drivers need to remain with their semi only signs saying no dropped trailers. No other truck stops I've been to has this happened in 48 states.
Business Response
Date: 01/02/2024
Hello,

The guest's concerns were shared with the operations team over the **********, tire shop so that they can address this issue with the staff immediately.

Thank you!
Initial Complaint
Date:12/22/2023
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.
Service was rendered fausely and complaint was not reviewed by vendor. No response has been made by vendor or loves in ************* as of 12/22/23
Business Response
Date: 12/23/2023
We contacted the customer via email on 12/23 and asked for additional details regarding their roadside service so we can make sure their concerns are addressed.
Initial Complaint
Date:12/21/2023
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.
Dear ***/*****,I want to complain Loves company for damages resulting from bad diesel fuel I purchased on May 25, 2023 at the Loves Travel Center #*** (************************************************************************). I attached receipts and other documents to support my claim as well as the scientific analysis of the diesel fuel that I purchased from Loves.After buying ****** gallons of diesel for $***** at Loves #*** at 4:29 p.m. on May 25, 2023, I drove 40 miles before my 2015 ******** ******** Van broke down. I had to have the van towed to Brooklyn, ******** on May 26, 2023 to a mechanics garage, where my car's entire fuel system had to be replaced. The mechanic concluded that the fuel system had been destroyed due to diesel fuel contaminated by water or some other substance. I had a sample of the diesel fuel I bought from Loves analyzed by *********************** on June 29, 2023, a copy of which report I have attached. Blackstone concluded that the diesel fuel was contaminated with water and insolubles (solids) and that it was not good to use.In short, Loves #*** diesel fuel was bad and caused the resulting damaged, most of which I submit documentation of with this letter:Cost of Fuel Purchased: $ ***** Cost of Tow to mechanics: $ ****** (paid in cash)Cost of repairs to Fuel System: $ ******** Loss of income from loss of use of **************** ******** (8 days at $400 a day)Cost of Lab Testing: $ ***** Total: $10,566.84 Please advise at your earliest convenience if Loves accepts liability for the bad diesel fuel and if it is going to pay me for the damages associated with that bad fuel. You may reach me at the above number or email.
Business Response
Date: 12/22/2023
We contacted the customer via email 12/22/23 and apologized for the experience and advised someone in our risk department will be in touch with him within 72 business hours.
Initial Complaint
Date:12/21/2023
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 had a serious incident at Love's Travel Stop (***** CA-46, **********, ** *****) on Oct 1, 2023, at 8pm Pacific which was a direct consequence of Love's negligence. I incurred $2,600 costs which Love's failed to reimburse. I pulled my vehicle to gas pump 9 at Love's. During the refueling process, a malfunction of the gas pump occurred, leading to a sudden and uncontrolled release of gasoline. The pump failed to cease the flow of gasoline even after my vehicle's tank was full, causing a hazardous discharge of gasoline onto my vehicle. To mitigate the situation, I removed the nozzle from my vehicle, resulting in significant exposure of my body to the spilled gasoline. I promptly notified Love's staff about the malfunctioning pump, and it was clear from their response that this was a known issue that had arisen earlier. Regrettably, the Love's staff also failed to provide any guidance or assistance in addressing this emergency situation, thereby leaving me without direction on how to handle exposure to a poisonous chemical. Upon my return to my vehicle after 30 minutes, I discovered that the gasoline spill had not been adequately contained, with no warning signs or safety measures in place to protect the public. Shortly after I drove away, I began to experience severe skin irritation and burning sensations. I contacted my medical provider and CA Poison Support, both of whom recommended that I seek immediate medical attention. It was during this conversation that I was advised to change my gasoline-soaked clothes, a precaution that Love's staff failed to communicate after the incident. Regrettably, the prolonged exposure to gasoline-soaked attire exacerbated my skin condition, particularly on my legs and left foot. The physical and emotional distress I endured as a direct result of the incident not only impacted my performance at work, but also culminated in a severe illness, necessitating medical treatment and rendering me unable to work for two business days.
Business Response
Date: 12/22/2023
We contacted the customer via email 12/22/23 and apologized for the experience and assured this would be addressed. Risk management will reach out to the customer within 72 business hours.
Customer Answer
Date: 12/27/2023

Complaint: ********

I am rejecting this response because: The business claims they have reached out to me via email to resolve the issue, but I have not received any such communication from the Love's. Again, my email address is *****************.

Sincerely,

************
Business Response
Date: 12/28/2023
We contacted the customer via email again on 12/28/2023 and let them know their concerns were escalated to our ************************** and we have requested they contact him directly. Advised the customer to allow 3-5 business days for this department to review his case and reach out to him.
Business Response
Date: 08/26/2024
Good afternoon,
We investigated this matter and found that there were no known issues with our pumps at this location. We have signage posted that warns our customers to stay within a close proximity and never leave the pumps unattended. We have had no issues prior to, or since this alleged incident.
We also sent the attached denial letter to the customer on 11/20/2023. ********************** is not liable for this incident.
Thanks,
************************* - Supervisor of Risk Management
Customer Answer
Date: 08/28/2024

Complaint: ********

I am rejecting this response because:

1- I was at the pump and didn't leave it unattended.
2- Your own employees, including the supervisor on duty, admitted this issue repeated in other pumps recently.
3- Loves failed to take action to protect me and the public after this incident.

Sincerely,

************
Business Response
Date: 08/28/2024
Love's Travel Stops is not liable for the customers issues. We have not had any issues with our pumps prior to, or since this incident.
We will not be compensating the customer, and our decision is final.
Thanks,
Initial Complaint
Date:12/18/2023
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.
Bought fuel at loves in ****** **. Fuel had water in it. This In turn destroyed the fuel system on my truck. Im now out **************************************************************
Business Response
Date: 12/18/2023
Hello,

The guest was contacted on 12/13/23 and was told that someone from our *************** would contact him as soon as possible. We sincerely apologize about the wait, but all claims are processed in the order that they are received.

Thank you!
Initial Complaint
Date:12/18/2023
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 ***/*****,I, ***************************, owner-operator, express dissatisfaction with the tire replacement at Speedco, Love's Store #***, on September 30th, 2023. I was with **************, and for the service, I paid from my company, Jejex LLC.My tire blew out and I approached Speedco, and was informed they lacked new tires for my trailer. They offered only recapped tires, with a guarantee. A Speedco employee contacted ******************* as they lack special equipment for replacement, costing me an additional $396.76. Within 80 miles, the replaced tire blew out, revealing a critical issue: the first tire had wrapped around the axle. Cross ************ overlooked this, risking lives. Seeking a resolution, we contacted Love's, but received no response.Upon approaching Love's Store #*** for the initial tire, it was discovered the very first tire's excess material wrapped around the axle, causing the blowout. Despite our request to investigate the root cause, *******'s #*** employees replaced the tire without identifying the problem, further intensifying the potential danger. This oversight by both Speedco and *******'s referred company, ******************* could have resulted in life-threatening conditions, even a fire.We halted the trailer post-replacement at Love's #***, demanding inspection. Once identified, it required additional time for Speedco's employees to fix it. Seeking a resolution, we requested to speak with a manager at Love's Store #***, but the employee stated the manager was not available on-site, and we received no call back from the management.Contacting Love's Travel Center for support in the resolution of my claim on November 14th, there has been no response. I was informed they are in the process of escalating the matter.I request reimbursement for expenses at Speedco #***:Tire cost: $319.99 Referral to Cross Tire: $396.76 Additionally, I seek compensation for endangerment and truck downtime: $1000.
Business Response
Date: 12/18/2023
Hello,

The guest was contacted via email 12/18/23 advising that we have escalated their concerns regarding the service performed to our ************************** and requested they contact the guest to discuss this situation further.
Thank you!
Love's Customer Service
Customer Answer
Date: 12/24/2023

Complaint: ********

I am rejecting this response because:
No one has contacted us with resolution. They are dragging out the time.

Sincerely,

Davit ********
Business Response
Date: 12/27/2023
We contacted the guest again via email on 12/27/23 with an apology for the delay and assured them we have re-escalated their concerns with the department that is handling their claim. We also provided the direct contact information for that department.
Initial Complaint
Date:12/17/2023
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 December 9th I stopped at Love's Travel Stop in *********, **. I went to a pump and the screen went completely black while I had my credit card in the machine. It never said to remove the card or let me choose the type of gas so I went to the ********* and filled up. When I looked at my credit statement it showed two different charges at two different pumps. The first was mine for $15.21 the other was $22.95 which was not mine. I have disputed the charge with them and said they can't prove I didn't receive gas for both so they can't issue a refund. They told me to dispute with the credit card company but the credit card company says they can't dispute because both charges are valid. I shouldn't have to pay twice because of malifuctioning equipment. All I want is for my $22.95 charge to be refunded because it is not my fault that the screen went black on the gas pump.
Business Response
Date: 12/17/2023
Hello, the guest was contacted on 12/17/23 via email and explained that the charge in question was disputed with our card services department where they advised on 12/14/23 to dispute this charge with the bank. We apologized for the issues witnessed with the fuel island and ************ would be shared with the operations team over the location.
Thank you!
Love's Customer Service
Customer Answer
Date: 12/18/2023

Complaint: ********

I am rejecting this response because: I have contacted the bank and they won't refund the purchase because they said it was a valid swipe. It wasn't a valid swipe because they wouldn't allow me to withdraw the fuel I purchased or tell me if the card went through. All I want is refund because of their malfunctioning equipment.

Sincerely,

*********************
Business Response
Date: 12/18/2023
We reached back out to the customer and explained that their concerns were escalated to the appropriate department and after further investigation they were able to determine that fuel was dispensed and the customer would need to dispute the transaction with their bank.
Customer Answer
Date: 12/18/2023

Complaint: ********

I am rejecting this response because: I already have disputed it with the bank and. I can't get my money back I just which the business would admit they had faulty equipment and take responsibility for their actions. That's why I will never stop at another Love's stations again. I work two jobs just to make ends meet and they are making me pay for 2 people's gas.

Sincerely,

*********************
Initial Complaint
Date:12/16/2023
Type:Product 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.
Heres the information you requested.Location: Loves # **** outside STR ** ***** Date: November 18th, 2023 Amount: $53.81 Last digits of card: **** Card type: Master Name of bank: *********** Reason for refund: Didnt received gasoline. Pump didn't work for me either I failed to follow instructions or didnt skip or cancel my transaction on screen asking some codes. I did try to contact at desk but long lines.I did tried another pump but didnt work for some reason, meanwhile I so some one were filling gasoline on first one I did tried. But never received fuel even theyve charged my credit card.
Business Response
Date: 12/17/2023
Hello,

The guest was contacted on 12/17/23 and told to contact their bank to file a dispute for the charge in question. We set up a card services case for the customer, but were unable to verify who received the fuel.

Thank you!
Customer Answer
Date: 02/27/2024

Complaint: ********

I am rejecting this response because:

Dear,
I am not satisfied with Love's conclusion please.
I need my money back.
Sincerely
********

Business Response
Date: 02/28/2024
After researching, it looks like the card in question pre-authorized 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 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.
Initial Complaint
Date:12/14/2023
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 Tuesday afternoon 12/12 I entered the loves tire shop in ********** ** with a oem part I had purchased at an international dealer it was a solenoid with an air connection and plugged into a back plate I asked if this was something that they could install they proceeded to look it up on the computer after finding it they said yes my truck is a 2012 international and they do international warranty work so thats why I asked them to begin with I pulled my truck into the bay the mechanic got some tools and climbed under my truck to begin he took the wrong solenoid off to start when he put it back on he over tightened the screws and damaged the dog ears that hold it to the back plate he then replaced the damaged solenoid when I started my truck I had a massive air leak he took a picture of a fitting and said it was leaking I called and found the fitting in ***** ** at a dealership I took a taxi for $240 and $49 for the part I got back and they said they closed in a half an hour Id have to wait until 7 am they didnt start working on my truck until after 8 am they put another mechanic on the job and he removed the entire solenoid plate cleaned it tightened it add washers to hold the solenoid that they damaged the part I got the night before got installed but the new mechanic said the old one wasnt leaking put back on the truck and it still leaked significantly behind the solenoid the first mechanic damaged at this point they decided to pit ************* on it to seal it up which didnt work at this time they walked away and said I should take it to the dealer The manager at one point said they should not have tried to do this job as it was beyond their capabilities
Business Response
Date: 12/14/2023
We contacted the customer via email on 12/14/2023 and let him know that we have escalated their concerns to our ************************** to assist him further and to allow 3-5 business days for someone from that department to contact him.
Customer Answer
Date: 12/14/2023

Complaint: ********

I am rejecting this response because:They said they could do the repair work on my truck and failed and in failing damaged other parts that I now need to replace which costs for parts will exceed $300.00 plus labor to repair waiting 3-5 days to hear from someone is unacceptable

Sincerely,

*************************
Business Response
Date: 12/14/2023
Hello,

We sincerely apologized for the inconvenience due to the time this may take. All claims are processed in the order they are received. The team will follow up with the customer as soon as possible.

Thank you!
Initial Complaint
Date:12/11/2023
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 December 8, 2023 at 10:10am, I stopped for gas at the Loves Travel Stop in ******, **. I ran mt card as debit, and entered my pin. My transaction was approved, and the pump screen instructed me to download the loves app so i could scan a bar code. SO, i downloaded the app, got the barcode, and scanned it, receiving an error stating the barcode could not be scanned. I notice that the pump has reset itself, instructing me to swipe my card again. Repeat the process. Card is declined this time. I check my banking app. Loves has placed a hold of $175 on my card, and has not allowed me to pump ANY gas. I go inside and show the clerk the hold, and ask her to turn the pump on so that I may get the gas they were holding the funds for, and she refused giving me the corporate customer service number. I spoke to two agents, who blamed it on my bank. I spoke with the bank, and they agreed to have a conference call and he informed them that he cannot return my funds until they release the hold, December 15. They refuse to release the hold, so now I am stuck at the gas pump, with no money, and no gas, until my father arrives. Their machine malfuctioned. I would have ZERO problems if it had allowed me to get the gas the machine wilthheld my funds for. Two managers later and they remain unconcerned about my being stuck there until the 15th of December. The fact that they are withholding my funds without receiving gas is THEFT. PERIOD. I know there is something that can be done so they are not leaving motorists stranded when their machines malfounction. Why are they leaving me cold and stuck? The =second manager, *********************** refused my request to speak with her supervisor, so thanks for that superb corporate customer service.
Business Response
Date: 12/12/2023
Hello,

The guest was contacted on 12/12/23 and was notified to contact her bank to file a dispute on the hold charge.

Thank you!
Customer Answer
Date: 12/15/2023

Complaint: ********

I am rejecting this response because: I am left wondering if they even read my complaint in the first place. My bank had already contacted Loves to confirm it was not my financial institution placing the hold, it was their store refusing to complete the sale so I could be refunded. They chose to TAKE MY MONEY: This could have been easily resolved by having the clerk verify I was not allowed to pump gas, seeing the prior authorization of the absurd amount, and turning ON the PUMP so I was not STRANDED there UNTIL DECEMBER 15th, when LOVES decided to remove the hold, or I could find someone to borrow money from. Instead they had someone call me to say, "I cant comprehend what you are saying" As a customer service manager of 15 years and a store manager of 3 years this is REPREHENSIBLE, UNFORGIVABLE, COMPLETELY INCONSIDERATE OF MY SAFETY, and met with DISREGARD. SHAME ON YOU, LOVES TRAVEL STOP. YOU HAVE LOST MY FAMILY'S BUSINESS, FOR LIFE.

Sincerely,

*****************************
Business Response
Date: 12/15/2023
Hello,
The guest was contacted on 12/12/23 to advise that the hold was placed by her financial institution and we are unable to remove it from the account. We did attempt to create a card services case for the issue but it was not approved as the hold was not placed by us. The guest has spoken with the highest point of contact at our customer service center. The guest was contacted on 12/15/23 apologizing for the poor customer service they have been shown and advising that the hold will fall off in a couple of days if it has not already.
Thank you!
Customer Answer
Date: 12/17/2023

Complaint: ********

I am rejecting this response because:
I was not contacted on 12/12/23 nor was I contacted on 12/12/23. I have not been contacted by anyone from Love's since 12/08/23 when I was told he could not comprehend why I had an issue with a $175 hold, no gas, no refund, and being left stranded at the gas pump. I am APALLED at the BLATANT LIES reported by this company. MY BANK WAS ON THE LINE EXPLAINING THAT THEY DID NOT PLACE THE HOLD AND WOULD HAPPILY REFUND THE HOLD IF LOVE'S WOULD COMPLETE THE TRANSACTION.

Sincerely,

*****************************

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