First Responders Moving & Delivery LLC

Good morning, We would be happy to discuss this complaint with yall at any timeOur company has "open books" and we have no problem sharing all information First of all we need to identify all parties involved in this complaintMrs [redacted] is not a direct customer First Responders MovingFirst Responders Moving was contracted and scheduled by [redacted] , an Interior Design Consultant with a company by the name of Designs by [redacted] Mrs [redacted] was a customer of hers Attached is the moving contract between First Responders Moving and Designs by [redacted] The signatures and intials on the contract how ever are done by Mrs [redacted] due to [redacted] not being present The actual contract for moving/delivery services provided to Designs by [redacted] On the contract I would like to point out a few things - There is a line item for a $charge that was a invoice we sent to [redacted] for previous services that she wanted us to add to this contractWe can provide that invoice and contract if needed - The total for service rendered 7-7-was $There was also a tip added for $per the request of Mrs*** - The contract was intialed and signed by Mrs *** - There is no damaged noted on the contract There was many issues and communication errors that needs to be addressedThe major concern here is that we found out from Mrs [redacted] is the other invoice for $was services that was not provided for her but was being added to the contractThis caused a major falling out between all parties involvedEnding up with Mrs [redacted] having to pay for the move because [redacted] was not present First Responders Moving did in fact move the household goods of Mrs***At the end of the move she was so happy with the services she even tipped the guys on the jobMrs [redacted] had many antique items that were very fragileThey were handled with care and all arrived safely at the new location to our knowledge We received contact from [redacted] in reference to the damage to the FridgeWe followed the TxDMV claims policy by sending a claim form despite this not technically being a household goods move out of good faith and the situation This form was sent to our customer [redacted] immediately We then interviewed our crew on the job finding out they handled the Fridge with care and even had it completely covered with a specialty moving blanket designed for a fridgeThe damage was unnoticeable and found to be not due to negligence to First Responders MovingWe offered to proceed with the claim if the balanced owed by our customer was paid for the invoice and services providedShe refused to pay Mrs [redacted] contacted us directly mid august by calling the office phoneA message was taken for the owner [redacted] on 08/19/He was out town that week and returned the call the following week 8/25/with no response We received an email on Saturday 9/13/831am from Mrs***See below On Sep 13, 2014, at 8:31, [redacted] < [redacted] @yahoo.com> wrote: >> >> Dear [redacted] and ***, >> >> Upon the recommendation of [redacted] , I hired your moving company to ship major household items from my home in [redacted] to my new home in [redacted] on July 7, The process resulted in damages to a refrigerator door as well as the front door to the new homeA large TV monitor was also forgotten during the moveOut from the goodness of my heart, I decided to "let go" of the TV and front door issue but never did I express to you driver that the dent to the refrigerator door was not a big dealI therefore submitted a claim on July 29, for the damagesWeeks following the submission, I made repeated phone calls to follon the status of the claim, unfortunately none of those calls were ever returnedI consider myself a peaceful and kind person but I am not allowing you to take advantage of that anymoreI have evidence of the trails of calls that I made in an attempt to resolve this issue peacefullyI am now giving you up to Tuesday, Sept 23, to reply to this emailIf I don't receive a reply by midnight, I will officially file a complaint against your company with the Revdex.comPlease do not challenge me as I'm also prepared to have the Attorney General 's office involve in this case >> >> Sincerely, >> [redacted] An email was written back to her the same day within minutesPlease see below > On Sep 13, 2014, at 8:AM, [redacted] wrote: > > Good Day Mrs***, > > I received your email > First, there has been minimal if any contact from you to First Responders MovingI have been informed of one call which took place while I was on vacation with my familyI promptly returned that call and left you a voicemail upon my return > > Second, You did not hire First Responders Moving The move was inquired about and scheduled by [redacted] of Designs by [redacted] You may have paid for the move but we were contracted with [redacted] concerning this move > > Third, the items left were immediately brought to your attention and we offered to retrieve them and you made the choice to have the crew not do so while they were still on the job nearby both homes > > Fourth, in regards to the damage to the fridge we sent a claim form to [redacted] since it was her move which she in turn had you fill out of respect for you and our reputationYou did not hire us so technically that form needed to come from [redacted] in her own words and writing We chose to accept the form anyway despite that because of the situation that occurred and it is our goal to never leave someone dissatisfied with our service as our guys work extremely hard under very demanding circumstances including physical demands and the Texas heat for very long hours The Texas DMV allows moving companies days to make a decision on how claims We have not exceeded that deadline whatsoever > After interviewing the crew we have concluded that we handled the fridge the best we could including applying an extra thick pad over the entire fridgeThe small damage was not caused by negligence by First Responders MovingIf you would like to continue we your claim we can process it > > The hardship you have had with [redacted] should not be a reflection of our businessOur team did everything in their power to move you as efficiently as possible despite the circumstances and confusion that was presented to them during this move There has been a lot of things told to us that directly conflicts with the facts of the move I am willing to put that aside between you and First Responders Moving if we can come to an understanding of the events that actually occurred and move forward with the claim for your fridge even though we don't feel this is our responsibility as it was fully protected as best as it could be We will send you a settlement letter regarding your claim within the allotted time given per the Texas DMV You have not been ignored and we are following all the rules and procedures that are laid out for moving companies for situations like theseThank you for understanding this fact > > > Sent from my iPhone > (Please forgive my spelling, grammar and terseness.) Please let us know how to proceed with this complaint

Complaint: ***
I am rejecting this response because:
We have not received compensation for the refrigerator doorA refrigerator is a "household good"A blanket does not prevent dents
After the claim was submitted there was no response from the moving company
Payment was made directly to First RespondersNo payment was made through ***
The $service charge for ***, the added tip, and the opinion of the movers concerning the refrigerator door damage are all arbitrary
Regards,
*** ***

Good afternoon,
The things mention are not arbitrary, they are key facts to the events that transpired
Bottom line here is the move was booked by Designs by *** and the invoice was not paid in fullYou choose to pay us directly because of the dispute between you and your designerAgain we are willing to put that to the side being that both you and First Responders Moving were/are being defrauded by your designerIt was a bad situation for everyoneWe followed state regulations by sending the claim forms and contact to the person that booked the move and who’s name was on the contractWhen *** decided to remove herself from the conflict we then contacted youWe do want to make it right by you and resolve the claim against our company but please don’t make accusations toward First Responders Moving
Please let us know what fair compensation would be in your opinion

Complaint: ***
I am rejecting this response because: I am accepting First Responders' offer to process the claim however I will need an estimated time of delivery/completion to this claimI have sent a completed claim form today at 2:10pm
Regards,
*** ***

Good morning,
We would be happy to discuss this complaint with yall at any time. Our company
has "open books" and we have no problem sharing all
information. 
First of all we need to identify all parties involved in this complaint. Mrs.
[redacted] is not a direct customer First...

Responders Moving. First Responders Moving
was contracted and scheduled by [redacted], an Interior Design Consultant
with a company by the name of Designs by [redacted]. Mrs. [redacted] was a customer
of hers. 
Attached is the moving contract between First Responders Moving and Designs by
[redacted]. The signatures and intials on the contract how ever are done by
Mrs. [redacted] due to [redacted] not being present.
The actual contract for moving/delivery services provided to Designs by [redacted].
On the contract I would like to point out a few things.
- There is a line item for a $200 charge that was a invoice we sent to [redacted]
for previous services that she wanted us to add to this contract. We can
provide that invoice and contract if needed. 
- The total for service rendered 7-7-14 was $750. There was also a tip added
for $50 per the request of Mrs. [redacted]. 
- The contract was intialed and signed by Mrs [redacted].
- There is no damaged noted on the contract. 
There was many issues and communication errors that needs to be addressed. The
major concern here is that we found out from Mrs. [redacted] is the other invoice
for $200 was services that was not provided for her but was being added to the
contract. This caused a major falling out between all parties involved. Ending
up with Mrs. [redacted] having to pay for the move because [redacted] was not
present. 
First Responders Moving did in fact move the household goods of Mrs. [redacted]. At
the end of the move she was so happy with the services she even tipped the guys
on the job. Mrs. [redacted] had many antique items that were very fragile. They were
handled with care and all arrived safely at the new location to our
knowledge. 
We received contact from [redacted] in reference to the damage to the Fridge. We
followed the TxDMV claims policy by sending a claim form despite this not
technically being a household goods move out of good faith and the situation.
This form was sent to our customer [redacted] immediately.  We then
interviewed our crew on the job finding out they handled the Fridge with care
and even had it completely covered with a specialty moving blanket designed for
a fridge. The damage was unnoticeable and found to be not due to negligence to
First Responders Moving. We offered to proceed with the claim if the balanced
owed by our customer was paid for the invoice and services provided. She
refused to pay. 
Mrs. [redacted] contacted us directly mid august by calling the office phone. A
message was taken for the owner [redacted] on 08/19/14. He was out town
that week and returned the call the following week 8/25/14 with no
response. 
We received an email on Saturday 9/13/14 831am from Mrs. [redacted]. See below
On Sep 13, 2014, at 8:31, [redacted] <[redacted]@yahoo.com> wrote:
>> 
>> Dear [redacted] and [redacted],
>> 
>> Upon the recommendation of [redacted],
I hired your  moving company to ship
major household items from my home in 
[redacted] to my new home in [redacted] on July 7, 2014. The process
resulted in damages to a refrigerator door as well as the front door to the new
home. A large TV monitor was also forgotten during the move. Out from the
goodness of my heart, I decided to "let go" of the TV and front door
issue but never did I express to you driver that the dent to the refrigerator
door was not a big deal. I therefore submitted a claim on July 29, 2014 for the
damages. Weeks following the submission, I made repeated phone calls to
follow-up on the status of the claim, unfortunately none of those calls were
ever returned. I consider myself a peaceful and kind person but I am not
allowing you to take advantage of that anymore. I have evidence of the trails
of calls that I made in an attempt to resolve this issue peacefully. I am now
giving you up to Tuesday, Sept 23, 2014 to reply to this email. If I don't
receive a reply by midnight, I will officially file a complaint against your
company with the Revdex.com. Please do not challenge me as I'm also
prepared to have the Attorney General 's office involve in this case.
>> 
>> Sincerely,
>> [redacted]
An email was written back to her the same day within 30 minutes. Please see
below
> On Sep 13, 2014, at 8:57 AM, [redacted]
<[redacted]com>
wrote:
> 
> Good Day Mrs. [redacted],
> 
> I received your email.
 
> First, there has been minimal if any contact from
you to First Responders Moving. I have been informed of one call which took
place while I was on vacation with my family. I promptly returned that call and
left you a voicemail upon my return. 
> 
> Second, You did not hire First Responders Moving.
The move was inquired about and scheduled by [redacted] of Designs by
[redacted].  You may have paid for the
move but we were contracted with [redacted] concerning this move.
> 
> Third, the items left were immediately brought to
your attention and we offered to retrieve them and you made the choice to have
the crew not do so while they were still on the job nearby both homes. 
> 
> Fourth, in regards to the damage to the fridge we
sent a claim form to [redacted] since it was her move which she in turn had you
fill out of respect for you and our reputation. You did not hire us so
technically that form needed to come from [redacted] in her own words and
writing.  We chose to accept the form anyway
despite that because of the situation that occurred and it is our goal to never
leave someone dissatisfied with our service as our guys work extremely hard
under very demanding circumstances including physical demands and the Texas
heat for very long hours.  The Texas DMV
allows moving companies 90 days to make a decision on how claims.  We have
not exceeded that deadline
whatsoever.
 
> After interviewing the crew we have concluded that
we handled the fridge the best we could including applying an extra thick pad
over the entire fridge. The small damage was not caused by negligence by First
Responders Moving. If you would like to continue we your claim we can process
it.   
> 
> The hardship you have had with [redacted] should not be
a reflection of our business. Our team did everything in their power to move
you as efficiently as possible despite the circumstances and confusion that was
presented to them during this move. 
There has been a lot of things told to us that directly conflicts with
the facts of the move.  I am willing to
put that aside between you and First Responders Moving if we can come to an
understanding of the events that actually occurred and move forward with the
claim for your fridge even though we don't feel this is our responsibility as
it was fully protected as best as it could be. 
 
We will send you a settlement letter regarding your claim
within the allotted time given per the Texas DMV.  You have not been
ignored and we are
following all the rules and procedures that are laid out for moving companies
for situations like these. Thank you for understanding this fact.
 
 
> 
> 
> Sent from my iPhone
> (Please forgive my spelling, grammar and terseness.)
Please let us know how to proceed with this complaint.

We spoke to the Revdex.com and Texas Department of Motor Vehicals Household Goods Carrier Division today. We have sent Mrs [redacted] a claim form directly to the email provided. We are going to process her claim as she stated for the refrigerator door.

Complaint: [redacted]
I am rejecting this response because:
I have not knowingly made any false accusations. I was never contacted after [redacted] left the dispute. I submitted a claim on July 29, 2014, and I made several phone calls that were never answered. I have a record of said calls.
The bottom line is this: who is responsible for fixing the damages? The damages were inflicted by the movers of First Responders, so I would say First Responders are responsible, regardless of [redacted]'s involvement. Fair compensation would be to replace my dented refrigerator door.
Regards,
[redacted]