Complaints

This profile includes complaints for Firefighting's Finest Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Firefighting's Finest Moving & Storage

  1800 West Howard Lane Austin, TX 78728

  
• 

  Firefighting's Finest Moving & Storage

  1800 Howard Ln Austin, TX 78728-7738

  
• 

  Firefighting's Finest Moving & Storage

  3101 Reagan Dr Fort Worth, TX 76116

  

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:11/04/2024

  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.

  Hello, I haired Firefighting's Finest Moving and Storage, **** to move me on 9/28/24. I wanted what there name indicated Fine moving. What I got was the opposite of Fine. Several Items where damage including my 65 inch ****** I filed a claim they gave me $50.00 and offered someone to come out to evaluate the broken items, no one has contacted me. They will not talk to me about the damage, everything is done thru a website.The response to my broken TV is; it is not our policy to put TVs in your car. I ask the lead person on the job if they could put my TV in my car and he said Yes, never mentioned policy. The lead person and a coworker put the TV in my car, during an adjustment of the TV ******* pulled the TV up alone while we all where standing there, he did not ask his coworker for help. ******* (Lead Person on Move) admitted to the damage and sent me a text message with a phone number to call, he also sent pictures of the damage TV to **** would like the replacement of my 65 inch ****** original price $469.00. And I also would like the person as promise to come out to do an evaluation of broken Items. I will not cash the $50.00 check until my TV is resolved.This moving company does not automatically bring out wardrobe boxes. I was told by ***** ******* that he would give me a call a few days before the move to see what I would need, that never happened. So my clothes had to be put on the floor of the Truck with my blankets. Then they where dragged on the ground and floor inside my new home. I ended up with a closet full of dirty clothes. This move was done on a Saturday when there Offices where closed.

  

  Business Response

  Date: 11/05/2024

  All of our sales/booking/confirmation calls are on recorded lines. We have reviewed and listened to all of those calls again for clarification. Below is a summary of the phone call contents. 

  Initial call on 8/23
  Moving Consultant stated wardrobes and TV kits were not part of materials in pack estimates.
  -Customer said to put TV kits on list, because she was not going to be able to do a lot.

  
  2nd Call on 9/6
  -Customer claimed our ********************** Consultant said we only had 16 ft trucks, which was never said (we don't have 16' trucks)
  -Customer stated she fired other ********************** company after reading the estimate and discovering an 18% fuel surcharge, which indicates she reads the estimates thoroughly
  -Customer reacted negatively to our $80 per TV kit price.

  
  3rd Call on 9/9
  -Customer asks for a reduced booking fee due to concerns on being able to close on her house. It was approved to pay one of the two booking fees.

  
  4th Call on 9/9
  -Customer paid the booking fee

  
  5th Call on Pack Day 9/25
  -Customer requested to pay the pack balance on the day of the move or to just put a hold on the card, which was denied. Her concern was closing on the house once again.

  
  Complaint call on 9/30
  -TV was broken due to mishandling by untrained crew lead
  -Customer states that all trucks should have wardrobes (even though it has been stated verbally and in writing that they would not be provided unless requested and for a fee) She claims that every moving company she has used in the past and has ever known had wardrobes on their trucks
  -Most of the clothes went in her car. She stated she provided 2 blankets to set clothes on in the truck, this was a choice she made to avoid paying for wardrobe rentals.
  -When she wanted to speak to the office she said she was told that the office was closed
  
  Other notes:
  -Email sent on 9/24 to remind of upcoming move and a confirmation email on 9/26 both states in the notes that wardrobes and TV kits are not included in materials or that they can be rent at  $10 each or bought at $20 each
  -When stating the reason, she fired the other company she found the surprise fuel surcharge, showing she reads the emails thoroughly
  -Many times she was looking for a discount or to delay payment. 

  This customer was provided all the necessary information about the upcoming move, and was given options to make it more efficient. She declined these recommendations in an effort to save cost. But on the day of the move she still asked our guys to help put her tv into her own vehicle, in which it was transported. Moving the clothing without wardrobe boxes is something we try to avoid, but when a customer insists and even goes so far as to provide the blankets she wants them moved in, it puts the crew in a position to make a difficult choice between following policy to the letter or making their customer happy in the moment.

  Our policies are in place for a reason- to avoid incidents such as this; to transport items in a safe manner. And we gave our best advice against transporting items in the manner chosen on the day of this job, but the advice went unheeded and the result is a damaged television and some soiled garments. 

  The claim settlement amount was calculated in accordance with TxDMV regulations and follows the formula associated with her election of Standard Carrier's Liability on the day of the move; $0.60/lb per article. 

  Customer Answer

  Date: 11/06/2024

  Complaint: 22507991
  
  I am rejecting this response because:  I hired packers also from Firefighters on 9/26/24, one of the packers was also a mover, I asked him if they would put my TV in my car he stated yes they would do that.  When the movers arrived I asked them if they could put the TV in my Car they said yes with no hesitation.  They could have said no if it was against policy, they did not disconnect my washer because it was against policy.  They knew the rule for the appliances, they did not try to make me happy due to policy nor did they try to make me happy with the TV.  My clothes in the blanket was not planned my me, I was left with no other choice.  The lead person said that he could not get any wardrobe boxes. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:06/13/2024

  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 hired this company to move from one house to another about 9 miles away. The movers were kind and courteous but caused a significant amount of damage to my new home. They advised that a large piece of furniture would be difficult to get up the stairs but they would stop and advise me if they could not successfully get the furniture up the stairs. They asked that I sign a waiver for any small damages that *** occur, which I did. What I did not expect was that the crew forced the furniture into the staircase wall and tore a hole into the wall up the length of the staircase. Instead of stopping at the first sign of damage, they chose to destroy the staircase wall instead. When I shared the information with the corporate office, the first person said they were going to hire a contractor to fix the issue. The next day, the ** responded saying they had no liability whatsoever and that I was on my own to pay for the damages. It's unbelievable that they are not willing to take any responsibility for the amount of damage done to my home when the crew said they would stop the move and advise me if they could not successfully get the furniture upstairs. They did not advise me and instead caused more damage to the wall than what I paid for the move.

  

  Business Response

  Date: 06/14/2024

  We are sorry for the damages that occurred while taking the large piece of furniture to its desired location. The supervisor for your job informed us that he notified you that damages will occur if it goes upstairs. After being told to do so he got the amendment relieving FFMS of all damages that *** happen during the process. Our crew supervisor informed us while the initial damage happened to the wall, one of the customers informed them to proceed with ********************** the item upstairs. Our staff would have not continued to do so if not instructed to after that amount of damaged happened. 

  Customer Answer

  Date: 06/14/2024

  Complaint: 21840259
  
  I am rejecting this response because it is not true that the crew was advised to continue moving the piece of furniture after the first signs of damage. My husband and I were in a different room and were never advised that more extensive damage would occur as we would've asked the crew to stop. It likely did not help that the crew waited to move this piece of furniture last - when they were most tired. Had they moved it first - like the truck was packed - the damage likely would not have been as extensive. In any event, we were NOT advised when the first damage occurred as the head of the crew indicated. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/12/2024

  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.

  We hired this company probably in August, 2023. to move us from **************************************** to **********************************************************************. They gave us an estimate, which we agreed to. They came in a packed us up about Sept. 26, 2023. they loaded the truck and moved us on either Sept 27, 28, or 29.We met them a our new house by noon on that day.After the moving truck left the **************** we discovered they had left items behind. It took a few days for them to go back and pick them up and deliver these items.On the day they loaded the moving truck, they broke into many pieces an oak bookcase. They were moving it on a furniture dolly and somehow it fell off. They threw all the pieces into the trash can and didn't report this to the company.We discovered that there were items that had been damaged in the process of moving the furniture. THE ADDRESS THEY HAVE ON THE WEBSITE AND ON THE CLAIM FORM IS WRONG. I have called and gotten the same address from the person who answers the phone. EVERYTHING MAILED TO THAT ADDESS THEY SAY THAT THEY NEVER RECEIVE IT. I called to get the correct mailing address and the person who answered the phone refused to give it to me unless I gave them my name. His comment was " How do we know you aren't mailing us a bomb?"I gave my name and the address he gave me is the one on the form and website. I specifically asked if they have a suite number and he said no. Eventually, after mailing 3 claim forms to them I found out that they do have a suite number of 100.I have sent the mailed the forms 3 times and emailed or texted the forms and the pictures to them. they told me that they received the last ones I sent them and are working on this.This was sent to them on Feb 28,2024. Every time I call them, If I can reach ***, I am told they are working on it. Now they are refusing to reply to my phone calls, texts or email. I want them to pay us for the items they broke or damaged. I can supply all the forms that I have sent them and a list of dates that I have attempted to reach them if needed.

  

  Business Response

  Date: 04/18/2024

  The claim paperwork has been received and invistigation is in progress flowing TxDMV guildlines.

• Initial Complaint

  Date:08/22/2023

  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 Firefighters Finest for a partial move of a piano, washer, dryer and refrigerator. I know people who have used them before and they quoted me a great price. They moved my old stand up piano perfectly. There were issues with the 3 appliances. The dryer was moved and was missing a leg once received. Our washing machine was moved dumping water all over the stairs and now fills up with water and does not spin. The refrigerator was moved to the dryer and the cord was broken and could not be plugged in. I filed a claim with the company. They refused to take ownership for the washer and dryer. Saying the leg was missing before the move. We lived at our previous residence for 7 years and the dryer has had all 4 legs the entire time. The washing machine also previously worked before the move. We would not have paid to move either appliance if they were missing a leg or did not spin. They did acknowledge the refrigerator but it has now been almost 2 weeks and no one has come to fix it. The refrigerator is now filled with mold in our garage.

  

  Business Response

  Date: 08/11/2023

  This complaint was submitted on the wrong business. This is an ****** customer and is being addressed by the ***************** team. Please remove this complaint from the ******* BBB page. Thank you.

  

  Business Response

  Date: 08/30/2023

  I am sorry to hear of this complaint. Firefighting's Finest Moving & Storage takes great pride in delivering 100% satisfaction on all relocations. We did get notified immediately from our crew supervisor that a damage did occur on the plug to the refrigerator. The washer, dryer & refrigerator are all required to be disconnected by the customer prior to our arrival. Due to electrical & water liabilities, we only move these items after the customer has handled the disconnection. The customer was not present during the move. Her mother was the point of contact. We informed her mother that the washer & dryer were in bad condition & missing a leg for stability. We damaged the refrigerator plug loading the item into our truck. The water issue from the washer was due to the customer leaving items in the washer for us to transport. See her picture on her complaint. We quickly hired a service technician to repair the fridge plug, this issue has been resolved. Mold growing in the fridge is because the customer did not clean the fridge prior to moving from one location to the other. We are not a cleaning service; customers must have the fridge cleared out & dry before we transport the item. These FAQs are sent to all customers once they have booked our services. We are sorry to see this complaint, we have remedied all items we are responsible for during this relocation.

   

   

  Customer Answer

  Date: 08/30/2023

  Complaint: 20440611
  
  I am rejecting this response because:

  -While the crew notified you immediately about the damage to the refrigerator nothing was done about it. No from your company reached out to let me know it was going to be replaced. I had to reach out to file a claim

  -The washer and dryer were not in "bad condition" prior to the move. My mother was not notified about the leg. In addition the photo I attached of the washing machine with clothes in it was after trying to run a load once moved. Those clothes were not inside of the machine when moving it. That is a ridiculous accusation to make. Your movers can verify it was empty because they flipped it upside down to go upstairs and a gush of water came out...no clothes. 

  -I have accepted the fact that I will not receive compensation for the washer and dryer. 

  -Regarding the refrigerator. It was growing mold because it took 3 weeks to fix. I wiped the fridge down prior to the move, but was not expecting it to sit in my garage for 3 weeks unplugged. 

  - Below is the email I sent to the claims department regarding the ************ the refrigerator finally was fixed, I was forced to pay for the repairs. The gentleman stated he could not leave my house until he was paid, which was an uncomfortable situation since I was home alone with my 3 kids. 

  Email 1

  Hi ******,
  
  I communicated the below with ****** as well. 
  
  I was under the impression they were coming to fix the refrigerator since I already provided the model number. When the tech showed up he was unaware the refrigerator plug was broken and asked if I had already purchased a new cord.He also asked if he had another cord he could break to use to fix the refrigerator then told me it would be 3-5 business days for the plug to come in.
  
  I apologize for my continued messaging ****** and I am trying not to be rude, but at this point this is getting ridiculous. 
  
  ****** asked me today for my availability this week and then told me the tech was scheduled for 2pm-5pm. I was able to get off of work early but the refrigerator still is not fixed. 
  
  *********************

  Email 2

  Hello,
  
  I need to speak to someone as soon as possible regarding my claim. The appliance repair person finally came today with the cord and fixed the refrigerator. Then handed me an invoice for services. I explained that the moving company would be paying for the repair. He said he could not leave today without being paid.
  
  This is ridiculous. I was informed many times that I would not have to pay for the repairs.
  
  I need someone to call me Monday morning to discuss this.
  
  ******************************;

  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/27/2023

  We paid this customer $290 dollars for the claim issues at hand. Not sure why she responded with deceptive comments. The check we mailed has been cashed, we also refunded additional $100 on her CC. This situation must be resolved. We always do our best to make things right. Let me know what else you need to validate our mitigation of this claim. 

   

  Regards,