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:01/03/2024

  Type:Customer Service 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.

  see attached
  Dear ******:
  
  As I'm sure you're aware, I have been calling your business for the last 2 months to have a pilot light lit on my **** ***** Heating Unit in my hallway. The pilot was never turned off during the year, but when I went to turn up the heat last month as the cold was coming, it would not light.
  
  I bought 2 new floor heaters from you in 2021, totaling several thousand dollars,
  
  and was told that you would be the company to service them, since I purchased the units from you.
  
  If the employee you sent out could not rectify the situation, it is your duty to then take care of the problem with your expertise as owner, ******.
  
  Is anything being done?? Was the necessary part ordered or not?! I was told it would take a week to get and then never heard anything again. That was a month ago.
  
  Whenever I call your office to inquire about the status of things, I am always told by ******** that she will get "right back to me," but there has been no follow-thru.
  
  Winter may be a busy time of year, but two months to get attention for a pilot light is really a stretch. My old adobe, built in 1934, is an extremely cold house without heaters. There are only the 2 floor heaters for the entire home. I have been having to use electric space heaters which we all know are very costly to operate.
  
  A few friends of mine have suggested that I call the Better Business Bureau because of your company's negligence to help me. I am about to do so.
  
  If there is not some communication or action I am left with no other option than informing the BBB. I will also be happy to put the word out to other potential customers
  
  thru social media, never to ever use Lobo Tech, as you seem to have such a disregard of serving your loyal good-paying customers.
  
  ,
  
  Your company has been a real disappointment, ******.

  Business Response

  Date: 01/31/2024

  January 31, 2024
  Mrs. *****
  **** ***** ******
  ***** *** ** ***** 
  Dear Mrs. *****,
  Lobo Tech received the letter you sent certified mail on December 2, 2023, regarding the pilot on your
  furnace. We are sorry for the inconvenience of not having the use of your floor heater for the last couple
  of months. ****** and I have both made many attempts to reach you via telephone. Both his and my
  calls have gone unanswered, as well as our voice messages going unreturned. Short of dropping by your
  residence unscheduled and unannounced, we are unable to assist you in resolving this problem.
  Our technicians are all well trained and certified in HVAC. We would like nothing more than to assist you
  in getting your pilot lit, however, it will not be done without cost as our services are warrantied for one
  year. Our records indicate we installed your furnaces in 2021 which means our labor warranty ended
  quite some time back.
  Please contact our office to schedule a technician to assist you to resolve this problem. Again, we have
  made many attempts to contact you with no success. You should also note that ******** has not been
  employed with Lobo Tech for more than two months. Unfortunately, you may have been contacting the
  wrong company with your concerns as I myself answer the calls and have not heard from you in the time
  frame for which you state ******** answered and would get back with you.
  We look forward to hearing from you and resolving your furnace problem.
  Sincerely,
  ******* ********
  Owner
  Lobo Tech, LLC
  ************