ComplaintsforLove's Travel Stops

• Initial Complaint

  11/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  10/17/2024

  This complaint is not about me or my business.  I am not a car repair service or mechanic. 

  Customer response

  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

  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

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  10/02/2024

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

  Business response

  10/03/2024

  We responded to the customer advising them to dispute the charge with their bank. 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  /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

  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

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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,
  
  ***** *******

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