Complaints

This profile includes complaints for Cobra Van Lines Moving Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cobra Van Lines Moving Systems

  90 Hackensack Ave Hackensack, NJ 07601-6018

• 

  Cobra Van Lines Moving Systems

  49 Walnut St Ste 3B Norwood, NJ 07648-1329

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:08/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Cobra van lines moved our house goods from Massachusetts to Texas. They arrived late due to truck issues. They packed our stuff in there van on June 25-26th. We paid extra for guaranteed delivery on June 30, 2025. We contacted them on July 3rd we received call back on July 4. On july 7th they arrived and demanded cash only then told us ***** to pay balance 6995.00 I attempted to pay driver but ***** wouldn’t allow us to due to fraud flags against the driver and attempted to ***** cobra van Lines but again ***** wouldn’t allow us to due to there fraud alerts. So then cobra van lines told us to give driver 600. So he would wait and see if we could figure out another way. Which I did. Then the driver left at 3pm. I was on the phone with *****, cobra, and safe ship mover and our bank. They advised me to call me bank and have them overnight a cashier check to us and to notify them when we received the check. We got a email that night on July 7 stating our balance was going up 4700 for storage fees for refusal of delivery…. So now we owed 11,000., we call our bank on July 8th and had the bank check overnighted to us and received it on July 10 and called cobra van lines to notify them of payment like we were advised to and they told us our stuff was being loaded on a truck and someone would call us that night……. Nothing. Cobra van lines never called us again . I started to call the broker safe ship movers and all I got was no update yet they are looking for a truck or a driver…. Our family has been in a hotel for 5 weeks ….i filed a complaint with the fmsca on Monday and Tuesday I received a call stating that someone would call us that night about delivery and no call…. We need our stuff my children are starting school on Monday 8/11 and we need our beds, clothing… please help .

• Initial Complaint

  Date:07/24/2025

  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.

  It has been a total of 34 days since Cobra Vanlines moving company loaded my belongings onto their truck in *********, and 20 days since my first date of available delivery *******, **, and I still do not have my belongings. My items were not even loaded onto a delivery truck until July 18th, 4 weeks after they have had them in their warehouse and despite knowing my first date of delivery was on July 4th. Not to mention, during the actual pick-up, the drivers were 3 hours late and broke one of my items. Today is July 24th and my belongings are still not here and no one at Cobra Vanlines can even tell me which state my belongings are in. I have consistently asked for more communication on the whereabouts of the driver, but for reasons unknown to me, they don't seem to have any sort of tracking on their drivers and have made no effort to obtain more information despite me vocalizing how disruptive and distressing this has been. Their website says their "commitment is to your satisfaction....to guarantee your move is smooth and professional every step of the way." but I've had the opposite experience. I do not get the sense that this company cares at all about my satisfaction - which was solely to pay them thousands of dollars in order to receive my belongings in a stress-free, informed, and timely manner.

  Business Response

  Date: 07/29/2025

  Were sorry to hear that this customer was unhappy with their moving experience. At Cobra Van Lines, we are committed to providing a smooth and professional relocation from start to finish, and we strive to ensure every customer is fully satisfied with our service.
  
  First, we understand the frustration caused by delays in delivery and lack of timely communication. However, it is important to note that per the terms of the Bill of Lading and the signed contract, delivery can take up to 30 business days from the customer's first available delivery date, which was July 4, 2025.
  
  The customer was informed on July 21, 2025 that her delivery was going to take place between July 25 and July 27, which was accurate information, and within that legally permissible delivery window. Additionally, as a show of good faith, we did discount the delivery balance due by $300, even though we were still within the legal delivery window. While we recognize that waiting for personal belongings can be stressful, delivery times can vary based on route availability, consolidation logistics, and federal transport regulations.
  
  We also acknowledge the concern about driver tracking. While real-time GPS tracking is not currently available to customers, our dispatch team does monitor and coordinate routes internally. Delays in updates may occur when drivers are in transit or off-grid, but we strive to provide as much information as is available to us. The customer was also informed that her specific delivery driver was making deliveries in ******* prior to make deliveries in *******, such as her own.
  
  We regret that this customer feels dissatisfied with the service, however, at this time, since delivery has now been completed, we believe we have fulfilled our contractual obligations and remained in compliance with all federal guidelines.

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not find this resolution satisfactory, but I do not wish to spend any more of my time dealing with this company that deprioritizes the customer experience and hides behind the fine print in a contract to justify the cost of poor service quality.
  
  Regards,
  
  Alyssa Greenhouse

• Initial Complaint

  Date:07/02/2025

  Type:Delivery 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.

  The movers took my stuff on June 8th and ever since then, no efforts to do a timely delivery and still holding on to my stuff. Their ********************************************************************************************** calender days. Still no updates and have not left ******* and now won't pick up my calls to get my stuff delivered.

  Customer Answer

  Date: 07/17/2025

  
  
  Better Business Bureau:
  

   

  The moving company finally delivered my stuff today.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/17/2025

  Type:Product 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.

  They have delivered my items damaged and or missing I delayed only in an email but they declined fulfilling a claim , offered $240 in damages but the values was more and after saying was not acceptable they declined any payment they damaged 3 dressers coffee table kitchen table ******************************************************************************************************************************* driving I had boxes opened and retaped but them they packed my TV but says I did they have pictures of damage over 100 of them and yet they think taking advantage of a ************************************************************************************************************************** not to call a lawyer as this gave them time to make me be the fool any my king bed had a adjustable mattress frame and it was damaged and all wires and remote was missing my Xbox ***** and Roku sticks were gone glass kitchen items broken there is a reason they are not a member of BBB they are a very bad company and should be prosecuted to the full extent of the law value of replacement is over $8,000

  Business Response

  Date: 06/07/2025

  We appreciate the opportunity to respond to the concerns raised by the customer regarding their move.
  The customer submitted a formal damage claim to our office on March 16, 2025. After a thorough review, a settlement offer was issued on April 17, 2025, in accordance with the valuation coverage selected by the customer. Per our records, the customer chose basic valuation protection, which provides reimbursement at a rate of $0.60 per pound per item. This is not full replacement value and is clearly stated in the pre-move documents and the signed **** of Lading. Many of the items listed in the claim were Packed By Owner (PBO). As stated in our terms and conditions, we do not cover damages to items that are packed by the customer, as we cannot verify their condition prior to transport or ensure they were packed using appropriate materials and methods. When the settlement offer was issued on April 17, 2025, the customer was informed that they would have 10 business days to accept or provide any further documentation or objections. They were also advised that if we did not hear from them within that time, the claim would be considered closed due to lack of interest. While the customer did contact our office again on May 8, 2025, no additional documentationsuch as proof of purchase or product linkswas ever submitted to support the values claimed or to dispute the settlement in accordance with our claims process. Since no further correspondence was received, and no supporting materials were provided, we informed the customer on May 15, 2025 that the claim was formally closed due to lack of interest. We take claims seriously and are committed to handling them fairly and transparently. However, we must adhere to the valuation agreement selected by the customer and our established claims procedures.

• Initial Complaint

  Date:01/22/2025

  Type:Order 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 contacted this company for moving services. After I paid the deposit of $677 I came to realize how unprofessional and shady they were. All phone calls to them resulted in different amounts being charged. I could never get documents in writing due to their system. The movers showed up 8 hours late (10 at night) and started adding more fees upon entering the house. They wanted double the balance due in cash before moving anything. I am a senior woman living alone. I had to call my nephew to kick them out.

  Business Response

  Date: 01/23/2025

   

  We just received the following complaint - Complaint ID: ******** from a Ms. ***** *****, however, I am unable to locate a customer with that name or information. I have searched our system for the phone number, email address and physical address provided in the complaint.

   

  Thank you,

  Miranda

  Customer Service Manager

  Cobra Van Lines

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 booked a move from ***** to ***** with AmeriSafe Movers who outsourced my move to Cobra Van Lines. A nightmare! Contract # A5226855 Cobra Van Lines:1. Showed up 4 hours late.2. Driver/mover was on crutches!3. ******************* (authorized agent/manager) was following the truck in a car that broke down. His car was towed to my house.4. ****'s broken down car (loaded with gasoline!) was put on the moving truck I rented. It took up so much space, I was forced to leave some furniture and sentimental items behind at my old residence!!!! They did not send for another truck, or offer to have the items shipped to my new home at their expense.5. I was told that transporting a gasoline-loaded vehicle on the closed, boxed truck is illegal and dangerous.6. I paid $700 to move my car on an open car carrier truck per their advice. But they put THEIR car in the closed truck BEFORE they started packing my items.7. Their broken down car was NOT logged on shipping forms.8. They did NOT ask my permission to put their car on the truck I paid for and rented.Based on this disaster of a move, I feel entitled to a substantial compensation/refund.

  Business Response

  Date: 05/23/2024

  Hello ****************. I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. The contract you signed with **************** Services does state that they are a licensed broker and not a carrier and will not transport your household goods but will coordinate and arrange for the transportation of your household goods by an authorized carrier, which was Cobra Van Lines LLC. The pickup crew did arrive on your contractual pickup date of 04/26/2024. The estimated time of their arrival was 2-6pm, and according to your paperwork, the crew arrived prior to 6pm. Additionally, your signed estimate with **************** Services does state all pickup, load and/or delivery dates are only estimates and are not guaranteed.
  
  Additionally, regarding the vehicle that you claim was loaded onto a 26ft moving truck, that you did not rent, as the truck itself is property of our company, this information was not provided to our office until April 29, 2024, by a third-party person, who was not on the contract. We did ask that person to have you contact our office directly regarding this issue, however, we never heard from you, either via email or via phone call anytime after April 29, 2024 to discuss this issue.
  
  We are more than willing to discuss a refund or reimbursement for the charges incurred for the space the vehicle took up. If you have any further questions or concerns, please feel free to contact customer service at ************.

  Customer Answer

  Date: 05/24/2024

  
  Complaint: 21701614
  
  I am rejecting this response because:
  
  Cobra Van Lines customer service supervisor, *******, does not call me back as promised.

  I called a few times to resolve this matter, and Cobra told me to stop calling.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/02/2024

  Type:Delivery 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.

  Cobra was subcontracted by another moving company to move me from CA to MD. Contents picked up in Dec 22. About 20 items was delivered in Jan 23 and the remaining partial delivery was delivered in Feb 23. When the 2nd delivery came I called Cobra and told them that this was not my entire delivery and about how wet my items were bc of the semi's damage. They told me to take inventory and file a claim with their ins company. It was discovered that I have over 30 boxes missing, I have other people's stuff and every piece of furniture/tv I own is scratched and damaged beyond repair. The 2nd semi had a hole in the corner over my contents, there was a massive rainstorm on the ********** and all of my contents was damaged and/or destroyed. The damage was well beyond what you would expect when reasonable care was taken with your belongings. They also packed my contents in the truck with no concern of breakage. I had to get family to unload the semi bc the driver and his partner were arguing the entire time even though there was a severe language barrier. I filed my claim with the insurance company in the allotted time. Months later I received an email stating that the ins company no longer represents Cobra and my claim would be handled in house. I called Cobra claims **** numerous times, left voicemails and never rec'd a call back. Got 1 email stating that they are working on my claim. Finally received an offer of approx $350 for my missing boxes and damage on Feb 21, 24. I sent an email back on Feb 22, 24 and declined the offer. Called several days later. No response. I finally rec'd an email on March 27th stating that my claim was closed due to no interest on my part. This is absolutely not true. I have been trying to call every day and email trying to get this resolved to no avail. I am being ignored. Is this the way that they treat disabled vets and other customers.

  Business Response

  Date: 04/02/2024

  Hello *********************************. I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. In regards to your claim, you do have 9 months from the date of delivery to file your claim prior to the expiration of said claim, however, you may only submit a claim once. On December 31, 2023, we terminated services with CSI Pros, and your claim was transferred to our in-house claims department. After this transfer, your claim was evaluated, and you were provided with a settlement offer of $361.20 on February 21, 2024. Within that email, we did let you know that we would require approval of your settlement offer within the next 10 business days, otherwise your claim will be marked closed for lack of interest. Unfortunately, the emails you sent on February 22, 2024, were never received, and therefore you claim was closed due to lack of interest. You were informed of this on March 27, 2024. Additionally, I have reviewed our call logs, and it shows that you have only left two voicemail messages between January 1 and today, April 3. I do apologize that those calls were not returned, however, please bear in mind that our claims department is only open 1pm-7pm EST Monday-Friday. We would be more than happy to re-evaluate your claim, however, please keep in mind that your compensation rate is based on your coverage amount of $0.60 per pound. Additionally, please note that per your signed paperwork from the date of pickup, the carrier is not typically responsible for items that are indicated as Packed by Owner nor does your valuation coverage cover valuables or items that are not indicated as not delivered or delivered in a condition different than their condition at the origin. At this time, your claim has been re-opened, and you will receive additional instructions via email, as we do require documentation/receipts indicating why it should be re-reviewed (including links to the purchased items). From then, we will review your claim again to see what settlement adjustments you are ***********. Failure to supplement the aforementioned information may result in your claim being closed due to lack of interest.  If you have any additional questions or concerns, please contact customer service at **************.

• Initial Complaint

  Date:03/25/2024

  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.

  I contacted ******* first Movers to get a move from ***** to ************. They contracted Cobra to do the move. I was given a pick up date which turned out to be a day before the actual pick up, so I was already flying to my new home with my pets. My ex husband had to stay behind to be there for the pick up. They told him it would be additional money and they required cash or cash equivalent. In total the move cost me over 12k for a medium sized truck to go from ***** to **. They asked my ex to sign the papers and asked about the delivery date to me here in **. He signed off on March 26 2024. I never heard from them after the pick up on the 20th and assumed they were transporting my things. Today, March 25, I called to confirm delivery tomorrow. I was told my things had been unloaded. I asked what that meant. It turns out they wanted to deliver the items today, the 25th, and had decided I was not available. I was, I wasnt contacted nor told that theyd be holding my things in storage. I spoke with customer service and they were zero help. I have the majority of my clothes, my computer, my prescriptions (I brother enough medicine for a few days assuming I could trust these people), and many other items I needed in these boxes. I was told Id hear from them anywhere from 2-14 days about when I would have my things delivered. Id say this is a horrible experience. Horrible company to deal with during an already stressful time. Im visually impaired so not having my computer for an unspecified amount of time is quite detrimental for work and school. Avoid America First and Cobra Van Lines no matter how nice they seem to be. Its all about the money.

  Business Response

  Date: 04/02/2024

  Hello ******************, I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. The contract you signed with ******************** Services does state that they are a licensed broker and not a carrier and will not transport your household goods but will coordinate and arrange for the transportation of your household goods by an authorized carrier, which was Cobra Van Lines LLC. According to your original estimate with ******************** Services, you were transporting ***** cubic feet. On your contracted pickup date of 03/20/2024, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contract you signed with ************************* Services does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer has to be charged for it. Additionally, with long distance moves, after the items are picked up, they are then brought to the closest carriers warehouse, where they are stored until the customer is ready to receive delivery. After that, the items are then loaded onto a semi-trailer with other customers items in order for the carrier to make multiple deliveries on a route. Per your signed estimates with both ******************** Services and Cobra Van Lines, your first available delivery date is not a guaranteed delivery date, as it is the date you are stating you first have access to your delivery location. At the time of pickup, it was indicated that your first available delivery date was 03/25/2024. At this time, your items have been loaded and are in transit towards your delivery location in ************. Your delivery is expected to take place within the next few days. As mentioned during phone call conversations with customer service, and via email, you will be contacted 1 day prior to delivery occurring directly from your delivery driver. If you have any further questions or concerns, please feel free to contact customer service at ************.

• Initial Complaint

  Date:01/28/2024

  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.

  The movers picked up my items on June 24 , 2023 in *********** witnessed a mover throwing my boxes around when looking for a remote that was missing. They upcharged me close to $1500 additional costs when the picked up my furniture. They said the items were going into storage. They delivered in ******* on July 14th, a day earlier than my delivery date on the movers contract. My closing was on July 14th. The weather on that day they delivered was 116. Since I was the first of the 3 deliveries in his van. He waited, in the heat, until I received my keys at closing (5 pm). Needless to say, things were melted, i.e. candles. I opened box after box of broken glass items, many antique/vintage items. I have several pieces of furniture that are broken (2 antiques) and a missing antique table from my grandmother. The movers never checked off items when he delivered. They have an uncomassionate attitude with no follow *** or call backs. I want to *** these people. They are not returning my calls.

  Business Response

  Date: 02/19/2024

  Hello ****************, I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. According to the original estimate with *************** Services you were transporting 877 cubic feet. At the time of pickup, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contract you signed with *************** Services does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer must be charged for it. Additionally, with long distance moves, after the items are picked up, they are then brought to the carriers warehouse, where they are stored until the customer is ready to receive delivery. Per communication with your broker, *************** Services, you indicated that you could receive your delivery ASAP beginning on July 10, 2023, which is why your delivery occurred on July 14, 2023, regardless of when your closing was. For your missing and damaged items, you were directed to file a claim through our claims processor CSI Pros, however, as of December 31, 2023, we have terminated services with CSI Pros and you were made aware of this during a phone call on December 28, 2023 and again on February 7, ****. As of now, your claim is being reviewed, as it was submitted as complete through CSI Pros, and therefore transferred over as complete to our in-house claims department. If you have any further questions or concerns, please feel free to contact customer service at ************.

• Initial Complaint

  Date:11/16/2023

  Type:Order 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.

  In the beginning of October my mom hired this company to help move her across the country to be closer to family. Amongst lots of chaos with the movers packing boxes and moving stuff in and out, her cat went missing. She asked the company to please check their trucks and make sure the cat didnt get in there and they reassured her that the cat was not in there with her items. On November 11 her items were delivered to her storage unit, and by some miracle her cat was found inside a piece of furniture that had been wrapped by the movers. This company is absolutely horrible, their costumer service team tried to claim that what my mother was saying was untrue, that the cat couldnt have been in there. We were just as shocked to find her alive, we have other animals and know what happens without water.. We have photos of the wardrobe the cat was locked in for almost 40 days, covered in urine and its own f**** The vet couldnt believe she survived either, and after several days with iV and meds the cat is doing ok, but after losing 90% of her body weight and being trapped without being able to move much, we have a lot of recovery ahead. My mother is absolutely traumatized by the encounter with this company and their lack of compassion or willing to take any responsibility! Please do not use ************************ or cobra vanlines company!

  Business Response

  Date: 11/17/2023

  Hello ****************, I am sorry to hear that you are unsatisfied with your mothers relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. Per our records, your mother, *************************, originally had her move scheduled for 10/01/2023, however she asked that we delay her pickup as her cat had gone missing. The pickup was subsequently rescheduled for 10/03/2023, to allow two days for your mother to search for the missing cat. Upon arrival to the pickup location, the ******* and pickup crew recall that no cat was at the location, which made them assume that either the cat was located and transferred to a secure location or not located and the search would continue after pickup occurred. At no point in time did the ******* or the pickup crew open the cabinet in question, as the only responsibility of the crew with the said cabinet was to blanket and pad wrap it. As a pickup crew, we are not responsible for checking items to ensure that nothing is in them, as that is the sole responsibility of the customer. While I can sympathize with your mothers situation, and hope the cat improves health wise, the responsibility of this situation falls on the customer, not ********************** or *************************. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

  Customer Answer

  Date: 11/24/2023

  
  Complaint: 20880091
  
  I am rejecting this response because:
  
  Your company moved an entire truck load on 10/1 and was asked by my mother to check your trucks for her cat. She was assured that they checked the truck and that the cat wasnt on there when clearly she was.  Another set of movers came back on 10/3 to resume the move because my mother assumed since your company checked the trucks the cat must have been somewhere outside or around the apartment. But the furniture that the cat was in was loaded into that first truck. We have all the paperwork saying so and text messages with the driver of the truck that first day.  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/07/2023

  Hello ****************, I am sorry to hear that you are unsatisfied with your mothers relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. As previously stated, it is the owners responsibility to ensure that animals are accounted for prior to movers showing up. Our drivers searched the truck and surrounding area for your pet and unfortunately we werent able to locate it. It is solely the owners responsibility to check the inside of furniture items prior to loading, as the only responsibility of the crew with furniture items is to blanket and pad wrap it prior to loading the furniture onto the truck. Once again we are happy that your pet has been located and is recovering well, however Cobra Van Lines LLC is not responsible for the security and safety of clients pets. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.