Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  See uploaded word document Propane System Damage Statement for complete explanation. On October 27, 2024, I pulled my RV into Love’s Travel Stop **** in Napavine, Washington for propane. The attendant followed protocol by having my wife step out of the RV while he filled the mounted 12.2-gallon propane tank. He appeared to know what he was doing. I paid for 8 gallons of propane and travelled to Vancouver, Washington. That evening my propane furnace and the propane side of my water heater did not work. I looked at the gauge needle on the propane tank. It was pointing straight down. This is approximately ½ inches past the 80 % full mark. I made an appointment with Advanced RV in Vancouver, Washington. They troubleshot the furnace and water heater. They determined that the furnace and water heater pressure regulator or electric valve was bad due to over pressurizing the propane system. The cost for repairs $2,464.98, Hotel (8 days) $1,054.00, Per Diem for 2 x 8 days $944.00 – Total: $4,463.00. Not included is undue stress and 1 week travel delay. My extended warranty with Good Sam refused to cover the repair and hotel due to the LP system being overfilled/over pressurized. I contacted the General Manager, *****, at Love’s Store * ***. She referred me to ******* ******* and ***** **** at Love’s Corporate office. On November 14th I was contacted by ***** *******, Risk Management Specialist, Love’s Travel Stops & Country Stores. Ph: ************, *********************** . I provided ***** with invoices and a statement on that day. I left 3 messages and sent 2 emails last week. No response.

  Business response

  12/11/2024

  Our employee who is certified took the proper steps to fill up propane tank and a call was placed to *** ****** to let him know his claim was denied on 11/06/2024.

  Business response

  12/16/2024

  Hello, 

   

  The guest was contacted on 12/16/24 and made aware that the case has been forwarded to our Risk department and to be aware of someone reaching out to him within the next 72 hours to get this resolved. 

   

  Thank you. 

  Customer response

  12/17/2024

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

  Love's Risk Department must respond to me through BBB. I do not trust working directly with Love's Risk Department without 3rd party involvement, such as BBB. ***** ******* with Love's Risk Department contacted me after my initial complaint to Love's. I provided ***** with the same information I gave to BBB. He said he would get back with me. He never did. I left 3-4 respectful messages/emails to ***** and ***** **** asking the status of my complaint without response.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  11/25/2024

  We have spoken to the customer via telephone and email 11/25/24 and have apologized for the experience and assured this would be addressed. 

  Customer response

  12/05/2024

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

• Initial Complaint

  11/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  11/25/2024

  Hello,

   

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

   

  Thank you!

  Business response

  12/10/2024

  I responded to the customer advising a hold is placed on the account by their bank when a gas purchase is made at the fuel pump.
  
  

  Customer response

  12/14/2024

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

• Initial Complaint

  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.

*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. ↩