ComplaintsforLove's Travel Stops

• 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,
  
  ***** *******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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,

  Business response

  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 response

  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,
  ******
  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/26/2024

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

  Customer response

  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a major air leak underneath the truck by the air dryer. So, I pulled over my truck at love's(see invoice # **********)The mechanic Diagnose, purge valve and brass fitting need to change due to line was cut from whatever flew up or hit it.Purge valve changed by the mechanic, and I left to my way. I notice that the problem still persists. So, I pulled over at second Love's Stop(Invoice # **********)I told mechanic that I have problem with air on truck. The pressure is keep increasing to 140.While normally air pressure is *******. when pressure reach to 125, Air governor valve Supposed to dump the extra air. The mechanic diagnoses the truck and took off discharge line and clean the buildup carbon & advise to get new air *********** compress. I states that the Air dryer new just 3 week old (See invoice # ****) As I left the shop the discharge line erupt. Mechanic told me its late I have to wait until morning. Next Day a different mechanic in the same shop diagnose(Invoice # **********) Mechanic change the discharge line and advise me to get new air *********** compressor. I pulled out the truck and headed to my way.But the problem still same pressure keep increasing to 140. I check with 2 mechanics over call. They advised that *** be the air governor valve not working.Prior to arrival to Volv dealer, the air compressor cylinder got damage (See Pictures). I arrive at Volv dealer ( See Invoice# ******) He advised whoever install the purge valve, it installed wrong. He found the air compressor bad due to system being over pressurized governor valve and blow out purge valve.I bought Governor valve for $70 and Volv dealer installed it Brief Note : The main issue from the beginning was air governor valve which was not working but love's mechanic make wrong diagnose 3 times which cost me $4699.89 USD.If it's been diagnose correctly at first site, I could have save air ******************** line cost.We are looking for refund for (Invoice # **********, ******).

  Business response

  08/05/2024

  Responded to the customer with an apology. Unresolved pending Claims/Risk Callback. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/30/24 I made an appointment at 10:45 to get a DOT inspection done on my truck. We were called into bay 3 at 14:36 over a 3 hour wait. Once in the bay mechanic requested we exit our truck, my husband informed mechanic that unfortunately he was in a wheel chair and blew his tire when we delivered that morning. I exited the truck and went and sat in the office. ****** the supervisor came in and muttered under her breath and I heard wheelchair, and several mechanics came in and proceeded to play on their phone, joke and laugh for a good 30 minutes. I got the feeling nothing was being done on our truck and temperature outside was 109. I didnt bring my phone with me so I went back to the truck to get it and my husband informed me they have not started on the truck yet and its getting hot.I returned to office and I guess they did not realize I was the wife of the man claiming to be in the wheelchair outside! I call *** rights to inquire about my husbands rights of disability in a place of business and by this time its an hour and a half!Long story short, being prior military my husbands PTSD kicks in and he starts yelling for a manager, ****** was no help, stating at first that she just got clearance to work on truck. An hour and a half wait for clearance? Then tells my husband why dont he just leave and he said he will and she pulls the chock and walks away knowing he cant get keys to truck for its locked up! In the office I was told they will start work on truck! So I waited another hour and a half! Meanwhile **** a mechanic comes in and made fun of my husband and I said thats my husband your talking about and he served 8 years in the army and **** said so what! I asked about why truck is not worked on and was told by ****** you were told to leave & I replied you stated truck was going to be worked on and she just shrugged. We lost a load for this and a loves #*** completed inspection and allowed my husband to stay in truck!

  Business response

  08/05/2024

  Hello, 

  We contacted the guest on 8/5/24 requesting the location in which she and her husband had this experience so that we could notify the operations team and they could address this issue as well as apologized for the experience as the behavior and comments from the staff was unacceptable. I assured her that this would be addressed with the staff immediately. 

  Thank you!

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Because of the neglection and unprofessionalism, this company caused a great deal of trouble to my truck. I changed oil at this company on June 29, and 2 days later my tuck broke down on the high way because of a cracked oil filter, and oil leaking. I had to spend $811.29 for towing and another $855.92 to fix the oil leak and fuel filter. I've been a Love's member for 2 years and I've changed oil hundreds of times this is the first time I got SCREWED by an unprofessional mechanic from LOVE'S

  Business response

  07/24/2024

  This is the first we have heard of this incident. We will reach out to the customer to determine liability and next course of action.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So Im a little upset with the loves location on *************************************************************************** at the ***** location inside loves twice I have been denied service after they were telling me they are opened *********************************************************************** cause their registers were resetting what kind of excuse is that why would a register reset if your opened 24 hours and the next day I did the same thing was denied service no one was answering when I said hello is anybody here so I took off upset and that is bad customer service and this is by I wont ever work fast food or retail cause this is not how u treat ur people that are trying to buy food very unprofessional hope this changes or else I wont be returning

  Business response

  07/18/2024

  I responded to the customer with an apology and assurance the issue would be addressed.
  
  
  

  Customer response

  07/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  They tresspassed me there for no reason the security guard was a joke and was very disrespectful all I want is an apology for how rude they were the manager that works at ***** is super rude very disrespectful and ignores u when u say hello they totally dogged me big time multiple times when I was at the restaurant I only was talking a bunch of c*** and said Im glad I dont work retail or fast food its because the working class people have a bad work ethic at the particular location and they are way rude the general manager trespassed me because he said I was being rude and I wasnt I was just upset when the registers got reset that I had to go elsewhere they whole ********** isnt nice at all same with loves the people are rude I ask all the time if ***** is opened and they said yes dude they are opened and give me a dirty look but its ok if they dont want me going there no more thats fine Ill just turn them into the American arbitration association for the disrespect I have been getting from that particular location its crazy to think that u can trespass some one like that its a joke 
  
  ***************** West

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are scammers. They had charged me for something that is not part of there job. I was at another repair shop where i got new coolant and when i came to Loves truck stop they had spilled all of it. Telling me that now i have pay $153.99 for new coolant which i am not suppose to pay again for when i got it done this morning. They are very unprofessional and will do other things to get money. I am overcharged for no reason and not my fault. Tried to talk to the manager and he wasnt friendly or helpful at all. For anyone out there needing work on there truck dont go to Loves truckstop. They are the worse and literally dig for extra money.

  Business response

  07/17/2024

  This is the first notice we have regarding this issue. We will contact the customer today in attempts to resolve.

  Thanks,

*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. ↩