Complaints

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:06/30/2024

  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.

  My sister and I hired Lobo Moving to pack three pods for us on May 11, 2024. The account was under her name of ********* ****. This move was from Albuquerque to North Carolina.
  
  We are extremely unhappy with the way these were packed by this company. When we arrived in North Carolina, we opened one of the pods to discover it was only partly filled up. We were told by the packers that there was no more room in the pods.
  
  Because of this, we left numerous furniture pieces in Albuquerque, including several tables, a sofa, and a tv because we were told there was no room in the pods. One pod was almost empty. As a result, we arrived at our destination and will have to purchase furniture to replace the things we had to leave.
  
  In addition, while we had purchased plenty of tie down straps, these were not used properly (see photo) and there was a lot of shifting on the loads which damaged almost all the boxes. I have moved with pods several times and this is the worst job of packing I have ever encountered.
  
  I contacted this company hoping they would make this right and ******** ******* of this company stated to me that “Unfortunately I would not be able to give a refund”
  
  I am requesting a complete refund of what we paid for this job in the amount of $418.48.

  

  Business Response

  Date: 07/10/2024

  Hello, 

   

  I am sorry things didn't go quite as everyone had hoped, we are unfortunately unable to give a full refund regarding this as we did provide a service. There is space in the pod for smaller boxes or items that could have possibly fit under the right side of the table however on loading jobs we do not supply moving blankets and without a cover for the table to stack things on it or to stand it on its side and put a blanket under it both ways would have resulted in the table be scraped or damaged. If we were to put furniture on the table without a blanket it would have scratched it or it we turned the table on the side to save space if would have rubbed on the floor causing damage. 

  

  Business Response

  Date: 07/22/2024

  The pod did have space in it that could have been utilized if there were blankets or straps to protect the items. However if we had put more furniture or items in there without protection the table would have been damaged, the pod was full in the capacity that no more items could safely be put in there without damaging the existing items. I am willing to give a 15% refund off the base cost of $405.30 which was the amount before the CC processing fee to close this out. I hope we are able to bring this to a conclusion. 

  Customer Answer

  Date: 07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.  Please let me know how this will be refunded.  Thank you.  ***********************
  
  
  
  Regards,
  
  
  
  ********* ****

• Initial Complaint

  Date:03/19/2024

  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.

  Lobo Moving was hired for a move on 03/11/2024 from Los Lunas, NM to Albuquerque, NM. Due to the size of the move, it was advised that an extra truck and labor would be needed, thus increasing total cost. During the course of the move, only one (1) item of furniture was protected by the advertised/paid company provided padding. Due to this company failure, numerous pieces of furniture have been damaged. The onsite supervisor was made aware at the time of unloading, to which his response was “it’s just old.” The company owner, Jeremiah Walling, was contacted and provided some of the pictures of the numerous damaged items, including a now completely ruined cabinet. Despite numerous attempts, Jeremiah Walling has failed to make any attempt to resolve the situation, much less return any phone calls/emails.

  

  Business Response

  Date: 04/23/2024

  Hello, 
  
  
  Im sorry that the move didn’t go as we had hoped. We did receive photos regarding the move, however only 1-2 of them actually contained any new damage that might have been caused during the move. There was a picture of stacked boxes. Another picture of a group of pegs that had fallen out that just rest within the furniture to put shelves so that wasn’t a damaged article. It is a simple fix that would take 2 mins to insert the pegs back into the holes. Another picture was of a desk that desk that looked very old and had number small scratches from years of standard wear and tear- which I have seen many times during my years in the industry. Another picture was of a furniture piece where an attachment to a handle had come loose but simply needed to be clipped back on. There were only potential claim was to a couple of furniture pieces that can happen when moving. However, the multiple other photos attempting to claim damages on items that we did not damage and after speaking with our crew individually as to the condition and stability of the furniture their stories all matched individually- that it was not caused by us. Between the false damage claims submitted, as well as claims that our crew lead was rude, careless and “destroyed” a bathroom despite countless and constant positive feedback from customers, co workers and managers for that same crew lead over the years. There is also excessive slander on multiple platforms online only a week after the initial emails were sent to our office when it was clearly covered in the phone call to our office that damaged claims can take 2-3 weeks to finalize and send out. This seems to be an attempt to bully us into paying out money on multiple false damage claims to avoid a negative review, we have no choice but to close this damage claim out. 

  Customer Answer

  Date: 04/23/2024

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

  The fact the business speaks volumes. One example of the business failure is stating that the furniture is “old.” Actually, they are antiques, & yes they do have some years of wear. However, this in itself makes new damage jump right off the screen. Perhaps you should keep this in mind during your response. Your failure to return calls for resolution left me no choice but to reach out to the BBB. Your failure to even attempt resolution left me no choice but to warn consumers. By the way, the pegs you mentioned are broken, as I mentioned previously. Thus rendering the cabinet useless. I do have more pictures of damage. I signed off on the move. I know what condition the furniture was in prior to your damage. I watched and took photos of your employees wrapping only ONE (1) piece of furniture! Seriously, things happen, but taking absolutely NO responsibility says a lot about your business ethics. You continue to fail on any resolution.

  

  Business Response

  Date: 05/02/2024

  Can you send a closer picture of the pegs and the point where they connect? I can't see them very well from or the area they attach to in the photo? I am confused how they would be broken off inside a closed cabinet during transportation. 

  Customer Answer

  Date: 05/04/2024

  The response will not allow any uploads. Looking at the first of the previous  uploaded photos shows discoloration between black and silver. This is the break point of each fastener. I can provide further photos; however, I need the system to upload a 1mb jpg.

  Customer Answer

  Date: 05/07/2024

  ***** *****
  Attachments
  12:54 PM (2 hours ago)
  to me
  
  ******
  Thank you for your quick response. Please find the attached photos. I initially sent (2) photos to stay within the 8mb limit. I am attaching more to this email. I do have more. Please let me know if you need anything from me, and again thank you. I appreciate you.
  ***** 
  

  
  

  

  Business Response

  Date: 05/16/2024

  The pictures were fairly fuzzy but I was able to see a couple of the pegs inside broken off. I am confused how pegs inside a closed cabinet would all become broken off during loading and transport. There is no way for them to become broken inside with it being closed and especially with nothing else being damaged on the inside. It looks as though if was opened and the pegs were broken off separately. I would like an explantation of how pegs inside a clsoed cabinet were all broken off somehow with nothing else inside being damaged during loading and transport. 

  Customer Answer

  Date: 05/17/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Pictures were close ups to teach you the difference between a peg and a bracket. The pictures show broken brackets, not pegs “that take a couple minutes to re-insert.” If you are still confused about hardware, perhaps you can google the two. To possibly further help you understand, if you are capable, these are broken brackets from ONE side. These are the brackets that hold the side glass panels in place, which is why they are screwed in unlike the pegs that hold the shelves in place. Does that make sense? Is it simple enough for your mental acuity? Again, these brackets are from ONE (1) side of the cabinet, not all sides as you’ve seemed to have made up. Based on what I’ve told you previously: I signed off on the move. I know what the condition of the furniture was prior to your pretend company’s incredibly poor work. I watched your employees wrap only ONE (1) piece of furniture out of two trucks full. You advertised, and were paid to wrap it all, you did not. This is criminal theft. Your lead was immediately made aware of issues to which he perjured himself. Perhaps you should start doing a walk through with customers prior to the move and note any/all damage. Immediately accusing your customers of false allegations is what’s often referred to as unacceptable customer service. Again, the damage to this cabinet is only one example of damage caused by your company. Perhaps you should provide advertised/paid products. Interestingly there is damage on the outside of the same side that the brackets were broken. So again, to possibly give you some understanding, you failed to provide a paid service. This piece was pushed/packed next to something causing damage to the side that the brackets are broken. And again, this is one piece of furniture of the multiple pieces damaged by lobo moving.
  
  
  
  
  
  Regards,
  
  
  
  ***** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/03/2023

  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.

  I hired lobo moving service to move my furniture to an other apartment in August 2022. There was two bedrooms sets a small sofa tv stand and tv. When they arrived they were really slow to get the furniture moved to the new location. I even went back to the old apartment to get something I forgot and they took longer to arrive at the new apartment than me. I then paid them after they were done however, after about a week later I noticed my bed was moving a lot around the same time my daughter said that her bed was also moving like a boat. I then call the lobo moving company and requested for the furniture to be fixed the ***** came in and found one of the metal pieces was missing from my bed and my daughters bed was completely apart the ***** then went to the store and purchased a wood to put in the bottom of my bed? And screws to try and fixed my daughter’s bed as they were almost all missing? I then look at my daughter’s dresser and notice a pice of wood was broken the ***** glued the wood into the dresser? I then didn’t want any problems and decided to just leave it however about two weeks later I found out that the dresser was glued to the carpet on my daughter’s room I then ask for a claim to be file the ***** said the claim would have to be reviewed y the ** ********** ** ************** and that it would be about 3 weeks for a resolution I waited then he provided a personal check for 30 dollars? I then called the ********** ** ************** who stated the don’t handle claims for lobo moving only for the state? The ***** was very rude and said words about me personally such as dishonest and other personal stuff very unprofessional. To purchase the bed and dresser for my daughter is from $900-1000 my bed about $300-400 and to fixed the carpet about $200. I need the issue to be fixed I would really appreciate it as I am a single mom and I feel that as a business they should be professional please let me know what the next steps will be thank you.

  

  Business Response

  Date: 01/09/2023

  Hello ****, 
  
  I would like to address the issues you stated in the order
  in which the events occurred. You stated our movers were "really
  slow".  During this move, we loaded,
  travelled to the new location and unloaded to a second floor apartment only
  accessible through a gate and fairly long walk to the base of the stairs all
  under 4 hours. On average a 2-bedroom apartment is 3-4 hours of labor which is
  what you were quoted. You stated our crew took too long to get to your new
  location. This is a false claim. We have all our trucks tracked via GPS. Even prior
  to viewing our GPS, as a cutesy to you, we took 30 minutes off the total. However,
  later we learned via tracking our truck the crew went straight to the unload
  location. Upon coming back to your apartment to fix any alleged issues, it was
  very clear that your daughter’s bed had been taken apart. The way the bed was
  disassembled, it couldn't have happened by anything other than someone, most
  probably you or someone in your family, removing the mattress and lifting the
  side rails out of the pocket the rails rest in. I personally came back to your apartment,
  put the bed back together, and tightened the screws to the point they would
  strip if anything further had been done.
  As for the alleged damage to the dresser, our crew notified
  me that the dresser was already loose on the side that came off. Once again as
  a curtesy, we chose to glue it back along with building a slat to another bed
  that was already missing prior to us moving it. We showed that both beds were
  put together and had *** ***** check them which you said it was much better and
  we left.
  As for the $30 that we gave you as a curtesy as well, we
  followed all the regulations and policies of our insurance in which it states
  that any damages that were listed fell within the coverage equaling $30. You
  cashing the check means acceptance of the payment and closing out your alleged
  claims. We have proof of the cashed check if needed.
  After the check was cashed, we were called again stating the
  beds were “wobbly” and that we needed to buy her two new beds. The damages
  pointed out on the bed were standard wear and tear from years of use and not
  caused by our company.
  In the complaint to ***, you stated the bed replacement was
  around $300-$400. However, when we were on site, you stated the bed cost around
  $7000-$8000. To which I know for a fact, the bed costs around $100-$150 as I
  researched the bed price.  After the last
  time stopping by your apartment to remove to dresser from the carpet due to a
  repair of a damage that was not caused by our company, you stated the beds were
  falling apart. If the beds were ‘falling apart’,  it is due to faulty hardware within the beds themselves
  as we tightened everything up and assembled it properly showing you prior to
  leaving during our first visit.
  You have demanded that we buy you new beds, accused our
  movers were slow despite being within the quote, and claimed the truck took 30+
  minutes extra to get to the unload despite us disproving that via GPS tracking.
  To rectify all these false claims, we took 30 mins off the clock totaling $65,
  we came to your house 3 times OFF the clock and gave you a check for $30 for ‘damages’
  we did not cause all as curtesy.
  Lastly during our first visit which was on a holiday, the
  owner took personal time away from friends and family to come over to your apartment
  around 10 am. When we showed up, you were highly intoxicated. There were empty
  alcohol bottles laying around along with pills scattered on the bedroom floor
  which we have documentation of if needed. *** ***** was rude and confrontational
  shoving her phone in the ******* face while recording in hopes to pressure us
  into her demands. We spent a total of 3 hours, which equals to $350+ OFF the
  clock, to fix issues we did not cause over multiple days free of charge. It has
  become blatantly apparent you have taken advantage of our good nature over and
  over again. As stated, you accepted the check we wrote for the damage claim
  that again we did not cause thus closing this damage claim out. We kindly
  request you do not contact our office any further as it has become borderline harassment.
  Have a great day.
  

  Customer Answer

  Date: 01/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I am not contacting the business is *** ** *** ******. I just need my furniture properly fixed and the carpet. I do not want any unprofessional and disrespectful response from the business (Lobo Moving) what I do in a holiday in my home is not anyones business also the claim was not with ***** ** ** ********** ** **************.

  I would really like for the business to be professional and respectful this is only about the damages and how the issue can get resolved.
  
  
  
  Regards,
  
  
  
  **** ******** ***** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:09/03/2022

  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.

  I WAS SO RIPPED OFF BY LOBO MOVERS, I FEEL THIS IS A PUBLIC SERVICE:
  Beware Lobo Movers. ******** of Lobo Movers walked through my house, promised me it would cost $2500 and charged me over 8 thousand dollars!! He promised that my work items would be stored up front, that my artwork would be wrapped and my items would be stored in an organized fashion. None of this was true. I was heartbroken to find my items were crammed into storage, my work items buried in the back and my artwork damaged. His workers took advantage of my kindness and were demeaning. They packed up personal belongings such as my glasses, contacts, and my cell phone!
  When I gave Jeremiah the chance to make things right, he ignored me. **************************** ****************************

  

  Business Response

  Date: 09/06/2022

  Hello,

   

  We do not offer binding estimates or promises of exact amounts, we do our best to estimate the time and cost of a move but there are many factors that go into a move that can change it. The bill for this was settled months ago and the customer had nothing but nice things to say when the bill came due. Several big reasons we fell outside our initial estimate was due to constant rain slowing us down over the several days as well as the customer was not on site during any loading or unloading time. During any move there are usually questions that come up that we were unable to have answered due to the lack of contact. We also filled the first storage unit and had to hold things overnight in our truck due to the customer and her father not answering our calls or emails for hours at a time in which we were stuck waiting. We came back and loaded what else we could fit on the truck the following day and waited hours again trying to get another unit. We eventually had to rent a unit using a company card because the storage office was closing and neither the customer or her father who had been the one paying for the move and renting the units would not answer our calls or call us back again for hours at a time, we had add that to the bill at the end which further increased the final bill. Between the heavy rain slowing us down and waiting for hours upon hours each day with 4 to 6 man crews waiting around that did change the overall cost but these are things we were not in control of. The customer several months after the move then demanded we give her around $5000 or she will give us a bad review to which we denied. If there was an issue with the cost it could have been addressed after the move was complete, I am not sure why it became an issue months later. I am sorry it was not a satisfactory move however the issues slowing us down or stopping us completely from moving in a timely fashion were not within our control.