ComplaintsforLobo Towing

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company towed my vehicle when i was arrested. It was a very costly car. I had just recently bought. I also had a trunk full of pricey items lot of them were brand new also w/tags still on a lot of them. Plus my 2 phones 1 a new i phone the other a new galaxy.my wallet/ w/$220.00 money in it as well as all my cards were in it. I told the police officer who was taking me why did he tow my car with all my expensive things in it. Told him it was going cost a lot to get it out and that I didn't trust the tow yard from previous encounter w/them. Told him they were liable to try and keep my belongings and maybe even my car. Officer said oh Not to worry my car would be there waiting for me once I got out of jail and that all my stuff would be there .he said if not that I would have evidence to file a claim since he looked through my car and also opened the trunk and said he had done inventory. So due to being arrested and not given a bond or chance to get out of jail for over 10 months. While in jail I had my fam n friends contact tow yard and to try to work out getting my car back for me. This was very crucial to me since I had just bought the vehicle as I said also since I had paid for car in full. Had no lien s on it etc. So soon as my family spoke w/tow yard. Eagle/lobos towing they told us of the amount of tow/storage fees around $450 at the time and of paperwork needed fr. Us to get vehicle out. It was hard to get all that . But I did my family got all $ and papers needed then tow yard made excuse that car was registered out of twn and car dealer had gone out of business so they said we needed bill of sale . We got it. Then they put a sign on door saying thy don't take bill of sale anymore. Then my family would call and lady at tow office wld hang up on us. Thy ignored and denied us chance to get back car even when we try pay $1800.00 fees. Thy kept my car and sold it. When I asked them what they do w/my belongings thy lied and said car had no inventory in it.

  Business response

  04/04/2024

  *Attachments received by email and added by BBB staff. See business response in attachments.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: 2/14/23 Amount paid for service $263.50 Name of Driver: ******* ****** Name of Customer(me): ***** ******* Asked for a personal tow after the police had made a call to grab my car, they said no. I asked for my things from my car and they declined again. Unacceptable customer service and declination because I am a white man. Discrimination of race is unprofessional! The man who let us into the yard to grab my things, tells us "You're white, you'll never get you're car back. Stop taking pictures of damage "we" did to you're car." He also tried to push my 80 year old grandmother over and told her to leave because she was taking pictures as well. Unacceptable and unprofessional! I will not stand for this and will be contacting an attorney if this is not resolved by BBB!

  Business response

  03/07/2023

  To whom it may concern 

  
  Please accept this letter as an apology for the inconvenience you had to experience during an accident on February 14, 2023, at 06:27 hrs. Per our contract with ********** ****** Sheriff's Department law enforcement (********** *) we were dispatch out to *** ** ** *** to pick up a 2001 Mercury 4dr silver vin :******. Officer ** ****** **** *** had authorized tow truck driver with a Tow Slip, for vehicle to be towed to Lobos Towing ***** ******* *** ** **** ** ****** 
  Per PRC (18.3.12.7 f.) proper proof of ownership was requested to retrieve personal belongings or release vehicle to an individual. 
  Registered owner ***** ***** ******* was upset due to the fact he had to pay for towing fees, non- censual tow is regulated by PRC Tariff rates. Mr. ******* who holds legal title to the motor vehicle had the authority to retrieve his vehicle on February 14, 2023, and fees paid per tariff rates in the amount of $263.50. Mr. ******* did not take motor vehicle on February 14, 2023, due to not being drivable. Mr. ******* returned to facility on February 21, 2023, to request for vehicle to be towed to ** ******** ** ******** ** *****. At the time of request additional storage fees were due as well tow out fee in total of $350.18. At this time customer did not pay at the facility, he requested to pay at point of drop location. At the time of drop Mr. ******* refused to pay the full amount agreed upon instead he paid the amount of $328.63. 
  I would request this be taken into inconsideration as a discount for the customer as he requested for a desired settlement. 
  I would also like to touch base regarding our employee being accused of discrimination and harassing an elderly woman. I owner of Lobos towing find it hard to believe for this accusation to the employee as he is also and elder man himself with respect, he has been in this industry for many years, his mindset is to improve and build a better relationship with the customers as they are experiencing a difficult situation from there car being towed. 
  I would also like to take this opportunity to apologize. On behalf of me and all my staff for any less than satisfactory experience. 
  Any additional information needed please don't hesitate to contact the office direct thank you. 

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

  
  

*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. ↩