Firefighting's Finest Moving & Storage, Inc

Mr*** I sincerely apologize that your move experience was not exceptional in every wayWe strive to deliver an impeccable moving experience each and every dayUnfortunately, sometimes damages do occurWe go to great lengths to ensure that every claim is investigated and handled
appropriately and within the guidelines established by governing agenciesWe have acted accordingly to those guidelines and met or exceeded them During our investigation of your claim, the crew supervisor for your move informed us that the box containing the sign was not secured with any type of tape and you corroborated this statement when you spoke with the General Manager of our Dallas locationOur investigation concluded the sign was damaged as a direct result of the package not being properly securedThe box containing the sign was not packed by our crew and, therefore, the responsibility of ensuring that it was secured with packing tape does not belong to that crewYou were informed that we could find no fault with our crew concerning the damage to the signHowever, you were also told that due to your repeated use of our company, an amount that honored the terms of your contract would be offeredThis is something that no other moving company would doYou selected standard carrier’s liability, which is $per pound, per itemThere was an option for you to purchase full value protection, which you declinedFull value protection increases the carrier’s liability beyond the State required $per pound, per item to the current value of the item for the condition it is inBased on the weight of the sign being, as listed online, pounds, our liability for your claim is $We also notified you that we would be adding an additional $to that amount to bring the grand total of the amount we offered for an item that we determined was damaged through no fault of our crew, to $This is a higher amount than what is stated in your complaintAgain, this is compensation that no other company in the industry would even considerIn each instance that you spoke with a member of our management team on our recorded phone lines about the details of your settlement, you were told that we found no fault with our crew but that we wanted to honor your repeated use of our companyYour crew lead has already been counseled on the proper procedures for claims notification to a customer Again, I am sorry that your move did not go as smoothly as you hoped, but we still find no fault with the way our crew conducted your moveWe decided to honor the settlement amount agreed to in your contract and even offered you an amount much higher than that because we hoped that you would continue using our company in the futureWe still hope that you will consider us for any upcoming moving needs

Thank you for forwarding this information to us, however this complaint is in regards to our Houston locationHaving said that, we have already made all of the repairs needed and settled the claim to the consumer's satisfactionWe ask that this claim be deleted since it is unnecessary and was
handled before needing to be mediated by the Revdex.comThanks again

Complaint: ***
I am rejecting this response because:Unfortunately, most of the comments in your response are just untrueAs I stated previously on the phone, the insurance I selected was explained to me as insurance mandated by the state that would cover my belongings in the event the truck was involved in an accident while traveling from one location to the other, which made sense because it was required by the Department of Transportation (believe that is it or the maybe it was the Department of Motor Vehicles)The crew leader told me they had much better insurance to cover my belongings anyway, but they had to provide that coverage in additionI was also told by the last individual I spoke to that it was clearly their fault that the sign was brokenThis was after I emailed him an additional picture of the box in questionThe box is only 4" tall, so unless your crews are trained to only pick boxes up by the lid, there is no excuse as to why the bottom would have fallen out of the boxAdditionally, the box is marked in all caps "GLASS", "FRAGILE" as well as "NEON SIGN"I was never told that you were offering additional dollar amount to "honor your repeated us of our company". I'm not trying to get anything freeI don't want you to go out and pay for something ridiculousI just want my sign to workYour crew leader dropped itHe told me it was totally his fault and that the company would take care of itHe and his crew did a fantastic jobI was very pleasedI gave them each what I thought was a generous tip and bought them each a plate of BBQ for lunchI had a great experience the first time I used this companyBut when you break something, it was negligence on your part, you take care of itThat's customer serviceIf there are no issues, anyone can look like they do a good job, the difference is when an issue arises, that is when you really see what a company is all aboutYou stated that you desired my move to be "exceptional in every way", well the move wasSometimes stuff happens and it did in this caseYour crew provided a move that was exceptional in every wayYour customer service/claims department has been a very different story.Regards,
*** ***

Revdex.com:OK what day and time ? Monday if possible
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This email is in response to the complaint by Mr*** regarding job *** that took place on December 15th, going from *** *** ** *** ** *** ** *** *** *** in CrowleyAfter the move was completed we received a phone call from Mr*** stating he needed to file a claim in regards
to his moveTxDMV requires all claims to be documented in writing by the claimant and if possible, to include picturesPer TxDMV if the claim is not thoroughly documented, we can be fined so completion of the documents is a must for several reasons and this was stressed to Mr*** immediatelyWe have sent the claimant the necessary forms on several occasions and we simply have not received those forms back, he has however sent us some picturesUnfortunately those pictures do not identify what he is claiming loss or damage toPlease refer to the email string attached between Firefighting's Finest Operations staff and Mr***We have repeatedly stressed to Mr*** that we have not received his paperwork and cannot handle his claim until this paper work has been returned to usAt this point, in our estimation, this complaint is wholly unjustified as we cannot fix or payout a claim for loss or damage when we don't know is being claimedI am also attaching the claims paperwork that can be filled outI would also strongly ask that Mr*** include pictures of the items again to expedite the processing of the claimThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory, but they have settled an amount of on my mattress This is not satisfactory because it did not cover the full amount for a mattress that is equal to or of the same mattress
Regards,
*** ***

We have talked to Mr*** numerous times on the phone and all we need from him is to complete the paperwork and we will investigate if we determine that this is neededMr*** just needs to complete and return the paperwork electronically or by mailIf Mr*** so desires, he may set up a time next week, any day Monday through Friday from 9:AM to PM and we will send a representative out with the paperworkMr*** can fill out the paperwork while our representative is at his house and if pictures are needed, we will take them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11474291, and find that this resolution is satisfactory to me

Revdex.com:I sent the forms and pictures , numerous timeI've called numerous times with no response from themFrom day one am the one that must call them from updates or anything else, they never respond until I called and nothing since I talked to a guy months ago , that is the reason I filed with the Revdex.comb.why can't they come and see the damages and repairs , take pictures since mine never come out right , as they claim , usually companies come out to do their own investigation and take pictures for their own records
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***

Mrs***, I would like to thank you for choosing Firefighting’s Finest Moving and StorageI am very sorry that your move did not go as smoothly as you hopedHowever, I would like to address the issues that you have raised You contacted our offices to schedule a full contents pack and load
of a 10,sq ft home into 26’ trailers that you had rented and wanted to have us start the next dayYou had, roughly, a week to vacate the houseI did suggest that we delay starting for a day so that I could provide an on site walk through to youWe had originally estimated the packing and loading would take place over days with the knowledge that we would reassess the assets needed to complete the move at the end of each work dayAt the end of each day, you and I discussed additional personnel needed and the estimated amounts for those personnel changes were reviewed at that timeYou also requested, and I provided, a running total of how much had been spent on your move at various times throughout the moveThere was simply not enough time to formulate an estimate to the standards we normally want, especially keeping in mind the size of this project. I believe that we were as transparent as possible and, given the extremely small window of time you had to be out of the house, I believe that we did everything possible to ensure that it went as smoothly as it couldOur office and management team even came out and loaded one of the trailers free of charge to help expedite the moveOne issue that should also be discussed is that there was down time out of our control while waiting for trailers to be swapped out after we loaded one and waited for an empty to be delivered so we could begin loading itA few days into the move, you told me that you did decide to contract another company to come in and move the more fragile items and antique furniture into a climate controlled storage facility instead of the basic trailers that we were packing and loading for you with the less fragile itemsYou made no mention that it was because you were unhappy with our performance and I even agreed that those items would fare much better in a climate controlled storage unit than the back of a rental trailer for an undetermined amount of timeAt no point was this expressed as dissatisfaction with the work being performed by our crew, in fact at no point in the packing and loading process were any issues raised. We also had to spend time for weeks after the move trying to contact you regarding payment on a returned check for one of the portions of the job. Again, Mrs***, we pride ourselves on the level of service that we provide to our customers and it always pains me to hear that someone had a less than amazing experience with usI do, however, feel that we kept you informed of our procedures and our costs through the duration of your move and you were aware that the costs was a very rough estimate and there simply was not enough time to give as accurate an estimate as we would have likedAll charges, rates and crew allocations were given ahead of time and each was approved by Mrs***

The consumer had contacted Firefighting's Finest prior to filing this complaintWe have been working with the consumer on a settlement for these issues and have come to agreement (we had already tried to communicate this with the consumer prior to the complaint being filed but was not able to
connect with him)Our settlement has been sent and it is our understanding that the consumer will withdraw the complaint once he has received the settlementThank you!