ComplaintsforLove's Travel Stops

• Initial Complaint

  01/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The Love's solution is my factoring company and we a contract to be paid the following business day should I submit my invoices before noon. Some of invoices goes back as September 2021 that are not paid.

  Business response

  01/11/2022

  We have reached out to the customer via email 1/11/22 with an apology and assurance this issue has been escalated to the appropriate department. The complaint was shared with the operations team to investigate and address accordingly. We have requested the operations team reach back out to the customer and the customer should anticipate follow-up contact within 3 business days.
  

  Customer response

  01/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the step taken is satisfactory to me. The Love solution contacted me and requested supporting documents which I submitted today. In the meantime Am happy with the response, thank you BBB for being helpful as always.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 26, 2021, my truck was hit by a Love's employ driving a ************** truck and trailer in ****** ******. A large hole, approximately 5-6 1/2" long, was cut through the drivers' side door by the company trailer the employee was parking next to my truck. I contacted the number given to me for their insurance claims and spoke with ************************* on April 27, 2021 @ 10:07 a.m. He said he did not handle insurance claims and referred me to second person named *******************. I immediately called her. She requested an estimate for repairs on the truck and gave me her email address. ****** law states I may take the vehicle to a place of my choice for repair and I choose *********************** in *********, ******. Freebird supplied me with an estimate, which I in-turn emailed to ******************* per her request via email. ******************* then asked for pictures, which I supplied, again through email. She disputed the damage and the claim via emails and verbally several times in what became the last telephone conversation I had with her. I had assured her at that time, both verbally and through emails, that I was only claiming the door damage and that is what the estimate is for. She then stopped taking my calls and instead sent them directly to voicemail. She has not returned any of my calls since then. I contacted ************************* again and he said he would contact her. Still no one had contacted me, so I attempted more calls. Again, I was sent to voicemail and again have received no replies. I spoke with my insurance company, informing them of the situation. My insurance agent said she would see what she could do and called *******************. She called 3-4 times and received the same silent treatment with her calls being sent directly to voicemail and no return calls received. It was suggested I contact BBB before taking action and hiring an attorney to resolve this matter. Should I have to hire an attorney, I will request attorney fees be reimbursed also.

  Business response

  01/12/2022

  ****************, thank you for reaching out to us. 

   

  We will be reaching out through email to get this resolved for you.

  Cordially,
  Reichal S.
  Love's Travel Stops
  
  

  Customer response

  01/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will withhold judgement until I hear more from them. I am glad to finally see them respond but as yet, nothing has been addressed about the situation.
  
  Sincerely,
  
  ***** *************

  Business response

  01/19/2022

  Hello, this concern has been escalated with the appropriate department. Please contact Love's Directly at ************ and reference case # ******** to discuss this matter with the appropriate team.
  
  Cordially

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

  Customer response

  01/20/2022

  
  Complaint: 16427435
  
  I am rejecting this response because: I have made enough attempts to contact them and work with them. They need to and should be ones to contact me. I feel they are still "blowing my claim off" still by requesting I continue to be the one to make contact.

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

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2green dot money packs got at ****** each and money never got to green dot. And loves says they are not responsible for my loss yet purchase was made there on 12-17-2021, receipt #******* And receipt#******* at store ***********************. Phone number **********

  Business response

  12/23/2021

  Hello ******, thank you for contacting us. We have passed your contact information to the correct department. Someone from that department will be in contact with you within the following 5 business days. Please let us know if you do not hear from someone within that time and we'll be more than happy to re-escalate this concern if necessary. 

  Customer response

  12/31/2021

  
  Complaint: 16391873
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 18, 2021 Im a trucker (Female) me and my co driver are here at loves (store 358) noo around 5:30am waiting for tire shop to open, I went inside to use restroom and get coffee and food. The restroom lines was ridiculous, the female restroom was being used for a changing booth and wash up since the showers were packed. Apparently a couple of buses came in and the showers were packed and the worker at loves said they moved them over to the restrooms, I stood in line almost 30min before I asked a loves worker if she can please just use one bathroom stall for people who just need to use the bathroom and leave (not sit in there and change clothes and wash up) the loves worker told me she couldnt and that she cant sit in there and keep watch. I told her just one stall, put a sign on the stall please! She said no because they will tear it down, I told her she didnt even try! Not even make it a point to let everyone know that only one stall is for customers that only have to use restroom and nothing else.

  Business response

  12/19/2021

  Hello, We have reached out to the customer via email December 19th with an apology and assurance this issue would be investigated and addressed accordingly  by the operations team with the location. We escalated this concern 12/19/2021 with the location. 

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had PM service done for my truck at loves, the employee who was responsible for that sounds unprofessional since he was not able to answer some of my questions and he didnt know how to open the hood he was face timing while working I talked to the manager about that and he couldnt help more than telling me that the employee is certified, after he finished he started the truck and told us its ready to go as I approached the truck there was a noise and it was obvious theres something wrong another employee came and found that he forgot to s**** down the pump and he forgot the seal cap for the fuel filter causing a loss of pressure or at least that what I have been told they fixed it and the noise gone, after driving for about 100 miles another noise came up the fuel filter was empty with no fuel in it and the truck wont inject fuel correctly.

  Business response

  12/08/2021

  Hello Borhan, thank you for letting us know about your experience. We would like to get you in contact with the operations team above the store so they can discuss this matter further with you. We have sent you an email requesting the location details so we can make sure you are in contact with the correct person. Please respond to that email at your earliest convenience. 

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a truck driver and my truck died at Loves . They dont have anyone on duty for maintenance so my manager advised me to contact Travel centers of ******* to have someone come out to jump start my semi at loves. Loves employees turned maintenance guy around twice while its 32 degrees outside my truck is dead. And have been sitting for 5 hours already in my freezing cold truck waiting for maintenance to jump start. I went inside and the worker at the counter told me that TA cannot come on loves property in the state of ********. All because of employee fued. Asked her what I was supposed to do she said it wasnt up to her and was told to call another company. Currently happening at Loves travel stop *********************************************. So something needs to be done about this. It is freezing weather and we truckers are supposed to freeze all because of a employee fued. But they dont have anyone for maintenance on duty to service us in these cases. I would like further action to be taken. Thank you.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the morning of October 24th I had a a very humiliating and upsetting situation with a night shift manager at your *******, ******* location. This manager has been very rude to me before. 2 weeks prior when my vehicle broke down at a gas pump one evening while waiting for AAA several hours the manager came outside for what I thought was to check on me and see if everything was okay because of how long I was out there but he came to tell me I needed to move my car out of the way of the gas pump because it was going to be time for their morning traffic and he needed all the lanes open. it was known why I was out there and obviously I could not move my car and I could not speed AAA up as I did not want to be saving at the gas pump anymore than he wanted me to be that was very upsetting.but I let it go. However this incident has upset me greatly and caused me to suffer humiliation as I was falsely accused of shoplifting. I I had just put in an order for a pizza at the godfather's on the side of the store When the manager approached me from behind said he saw me put something in my pocket which is untrue. He asked me to put my things on the counter and leave the store and I couldn't believe what was happening I didn't put anything in my pocket. I thought a mistake offered for him to check my pockets he refused and kept repeating to put my stuff down and leave. It was apparent then it was no mistake and he was adamant he saw you with his own eyes which is impossible I kept offering to check my pockets even for my purse to be searched again he refused I then asked him to pull the surveillance tapes he refused and after going back/ forth he then Said a female employee who I just ordered a pizza from also saw me put something on my pocket. She shook her head yes but didn't say anything I felt attacked and ganged up on. I offered to go to the bathroom and let female search me. I asked him why he wasn't calling the police. I requested he call them when I felt threatened

  Business response

  11/02/2021

  Hello ******, thank you for letting us know about your unpleasant experience at our ************, ** location. 
  
  I will forward your comment to the operations team over that location so they can look into the things you mentioned. One thing we all expect at any business we visit is to be treated in a pleasant and professional manner and it looks like we let you down! Please accept my apology for our team member's actions and rest assured they will be addressed immediately. 
  
  Your feedback is important to us and we appreciate the time you've taken to let us know about your experience so we can work to improve our operation.  We encourage you to reach out to us any time your visit to a Love's isn't everything you hoped it would be.
  
  Stay safe on the road, have a great day!

  Customer response

  11/05/2021

  
  Complaint: 16079999
  
  I am rejecting this response because:
  
  I Sincerely,
  
  ***********************

  Business response

  11/06/2021

  Hello ******. Please provide more details to how we can give you satisfactory resolution to this situation. We look forward to hearing from you!

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was smoke coming from driver side front tire on my school bus. I called the Ocala Florida Love’ #363 roadside service. I was told two quotes. High end needing repairs, low end simple maintenance. I was told 218 on the low end and closer to 500 if repairs were necessary. I was NEVER told about hourly rates upfront. After a longer than expected wait, an apprentice shows up. He’s going to the rear tire as I correct him. Spent 20 minutes getting his tool unstuck removing tire. Proceeds to have multiple phone conversations back to the real mechanic. They told me that everything looked perfect. But I had a leak that was getting into the shoe and causing it to smoke. I repeatedly asked if the emergency brack not being fully disengaged could cause that? I was told that’s not the problem. After multiple hours of the apprentice having me press the brakes while he sprayed cleaner on them, I heard the mechanic say wrap it up and charge me hourly. I immediately disputed that. He was on the phone and not experienced enough to do the job. I talked to the mechanic on the apprentices phone and was told... it is what it is. My total bill came out to 385.17. Nothing got done except brake cleaner being sprayed and a tire removed. I was given a bad evaluation. I have driven my bus since no problem. It was the emergency brake. I’ve called corporate at least a dozen times. I have a case number. I have personal numbers to people who were supposed to help me, but only bounced me to another dept. nobody has been able to help me. This happened on April 4th 2021. 7 months. It clearly states on the invoice, that I was not given until after the time of the service call, states by law, I’m entitled to a written estimate if my bill is going to exceed 100 dollars. I am disappointed in the service I initially received, and equally disappointed in the lack of response Ive gotten when requesting a refund. I was told all calls were recorded. I have a case number. Please help?

  Business response

  10/26/2021

  Hello, We have escalated this concern with the appropriate departments and requested they contact the customer. Someone should be in contact within 72 hours to discuss this experience and assist with resolution. We have emailed the customer advising them of this information and directed them to reach back out via email if they do not hear from the correct team.

   

  Cordially,

  Melissa R.

  Customer response

  11/11/2021

   
  Complaint: 16061989
  
  I am rejecting this response because:

  I was contacted and told I would be receiving a call within 72 hours. I waited, no call. I sent another email, as requested, stating I had not yet been contacted. I received another email saying it was escalated again. Expect a call with in 72 hours. Nothing. This is the same level of communication and customer service Ive been receiving since my initial complaint. 
  
  Sincerely,
  
  ***********************

  Business response

  11/12/2021

  We have contacted the operations team 11/12/21 who will give this customer a call immediately in reference to his complaint. 

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I checked in to have my tires rotated at love's 320 . The day shift manager told it would be 3 to 4 hours. After waiting about 3 hours I called the store and ask for service the clerk told me that there was nobody in the service department it would be midnight before anybody else will back there. Okay at 15 past midnight I reported back in the shop the mechanic had no paperwork on mine he went on to say that the shield before him threw my paperwork in the trash can and that was the manager on day shift

  Business response

  10/13/2021

  Hello Michael, thank you for contacting us about your recent experience at our Dublin, GA Truck Care Shop. One of the main goals of our company is to get you back on the road quickly, but it looks like we let you down. I apologize for the delay in the service and I will make sure to forward your comments about what you witnessed to the District manager and Tire Care Area manager over the location so they can address it. We appreciate the heads up and assure you we will work to make sure it doesn't happen again.

  Customer response

  10/13/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16019188, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Michael ******* ****

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a diabetic with Type 2 Diabetes, and I am a truck driver and Loves and Pilot are the only 2 I use, mainly Loves. Well, approximately 5 months ago, the Loves in Prichard, Alabama that I have to go to almost 2 times per week has stopped making and serving unsweet tea, as well as coke zero is always empty. This is the cheapest way for me to have the fluids I need, and now have to resort to buying 20 Oz drinks that cost way too much. I have probably spent $100 on them since they refuse to serve what a diabetic can drink at a reasonable price. Please help me resolve this.

  Business response

  10/08/2021

  Hello John, thank you for contacting us about the beverage options at our Prichard, AL location. We apologize that the decision to remove Unsweet Tea has affected you negatively; We’ll make certain your comments are passed along accordingly.  We want to know what is important to you and appreciate the time you've taken to reach out to us!

*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. ↩