These guys made multiple mistakes during the move, one of which cost us almost $500 in collections from Time Warner (equipment box) - then blamed us.
They made 3-4 mistakes in the order of boxes / rooms as well as sloppy load in of misc. items, they overcharged us and their movers actually bowed up to me (acting aggressive / intimidating) at the end of the move when I said that I was unhappy.
We set aside boxes that we asked they DID NOT put into the storage space, but their movers failed to listen and relay these instructions to the other team members - and their staff loaded them deep into one of the most dense storage units we had. To move everything out just to find this box of equipment could cause damage to our property, and take up a ton of time we do not have.
After my wife contacted them to find resolution to the additional expenses they caused us, the owner accused me of physically threatening their movers - 3 men much larger than me.
This is after I told the owner they bowed up to me (acted aggressive / physically threatening) the day of the move, so I am sure they just made up a story to cover their tail when he brought it up. This bunch didn't look like they had a lot of integrity, real class acts let me tell you.
In the conversation with **** - my wife, he said many libelous claims she was a witness to. She asked that he put everything he said about me in writing, but he failed to send a follow up email with these claims.
None of the things he or his staff said happened at all and I am deeply upset that a service provider would treat a customer in this way. Causing me additional expenses and overcharging me are one thing, but making up stuff and attacking my character is a whole other ball game.
I am furious this type of accusatory, conniving and defamatory behavior is how they operate. I will be sure to let everyone far a wide know exactly how they operate.
We would like for Firehouse movers to pay the $422 we are being charged for the Time Warner equipment as we were unable to locate the boxes with said equipment to return to Time Warner as a result of Firehouse Movers staff's inability to listen to us - their customer.
We were also overcharged almost $220 (our bill was suppose to be $960 and we were charged $1180+) for the move - but was never issued a refund for the overage.
We would like to address the issues with facts directly with dates & times, time stamps by gps tracking records for time on the move, signed contracts, authorization numbers from transactions. We will not post entire email on the site due to character restriction by BBB. WE WILL START WITH THE FIRST ACUSATION
FIRST- customer stated Time Warner was charging them almost $500 in collection. This below is a copy statement in the email we received, it is not $500 and it is refundable"Now Time Warner cable has our account in collections, we CANNOT afford $422 for equipment." In the same email they received from time warner "Time Warner said once we return this gear they would refund the amount we paid." that is a direct copy from the email we still have on file. We first received information on this was June 15th. If the customer would have giving us the chance to assist them in getting the cable box out of the storage. That would have possibly been an option. We would have only looks in the storage our company filled not the storage that the customer hired his friends to fill. When talking to the customer on 6-23 at 12:45p.m. About the friends he hired packing the storage with the boxes and the concerns on how our crew was treated and being talked to on the move the phone call lasted less than 2 minutes with him screaming (unable to put quotes due to BBB policy (F YOU, F YOU, F YOU)) and hanging up on us. At this point I saw exactly what our guys felt when on the move. Then we receive an email here is a copy of a part that is in it If you are calling me a lair, please say it to me directly (as you can clearly see the aggressive comments) and threading our company with social sites hear is another copy of quote in the same emailBe prepared for a honest review from myself personally about my unsettling experience everywhere this company appears on the web as well as official complaints with the BBB, Dept of Transportation, TX DMV, etc.
I am extremely upset about how this situation has been handled.
I work for the several Dallas and North Dallas publications. Be on the look out for a great write up about how professional Firehouse Movers Inc truly is when it comes to organizing a move and customer service.As you can see we are not talking about damage to furniture, movers not showing up, movers sitting around taking there time, has not been any of the complaints, he became upset after we would not cover the $422 that time warner said they would reimburse once they received the cable box.
SECOND ACUSATION: made 3 or 4 mistakes on boxes / rooms as well as sloppy load in misc. itemsresponseAny move can have mistakes. Mistakes are eliminated by customer organization, (including proper labeling, separating items with color markers, stickers, or fully moving the items to one side of the room) one person in charge of the move, the customers you are moving agree with each other on what the movers are to take and what they are not to take. Customers being fully packed and having items in boxes that go, not having loose items everywhere.RESPOSEcopy of the a email we still currently have follows ***" so we hired some friends to rent an additional truck to help us make it in one trip" "During the move we had several boxes we sat aside and asked were not packed into our storage unit, since we would need these boxes for our infant, ourselves and cable company. You see we would be living with a relative for a few months and needed several things to accommodate our child, our responsibilities with the cable company and ourselves." As you can see they hired friends with a rental truck that definitely starts to complicate things in who took what, and if you told our moves something didn't go, it is not the movers company responsibility to be in charge of the customers friends that were hired. There were several different times where the spouse would say these items go and her husband would be very upset with her and the movers when the directions were followed." The customer would tell the crew everything over here is going. The crew called the owners after this incident. Right after he said everything here is going the crew pickup an item from there and this statement was made "ARE YOU JUST THAT (fing saying the word Bbb will not allow us to put profanity) STUPID CAN YOU NOT TELL THATS A BAG THAT DOES NOT GO" talking very slow to the crew and down to them like a 2yr old. This was only 30 minutes after the crew started the move. The customer left to get the truck during the move, the spouse stayed with the moves, again when one person is telling you one thing and another person is telling you something totally different our company is caught in the middle and one or the other is not going to like the results. Our company did not unload any part of the rental truck at the storage location. They had two separate storages our company only unloaded the company trailer, the rental truck had the majority of the boxes and misc. items as he referred to earlier.
THIRD ACCUSATION: company over charged us We were also overcharged almost $220 (our bill was suppose to be $960 and we were charged $1180+) for the move - but was never issued a refund for the overage" response our company runs all moves off of iPads which time stamps each gps and has a start & stop time on the contracts. We have all documented and signed contracts with agreement on the hourly rate and trip charge. Hourly rate $115 hrs and one time trip charge of $115. Computer time stamp at 7:20 a.m. To start the clock, the move went from Dallas to Mckinney prior to leaving Dallas the crew stated they would like to pick something up to eat and they would only take 15 minutes at a fast food location, they stopped with the customer the crew got there food and was waiting in the truck to leave. The customer sat down at the fast food location with his friends he hired and family and did not return for 45 minutes while the company was waiting outside ready togo. The first transaction made for payment was at 5:08 p.m for $1150. We can forward the time stamps to BBB on request. The total time was 10 hr + trip charge of 1hr which is $115. The total for that time and trip charge would come to $1265. First authorization code & charge was: $1150.00 charged auth-XXXXXA at 5:08p.m. so we charged 9hrs of moving taking 1 hour off for lunch and + 1 hrs trip charge total was 1150. As you can clearly see he was never charged 1180+ as he stated nor was he overcharged $220. Customer stated at this time after the bill was stI'll not happy with this that he wanted more time taken off the bill, so that leads us to the 4th accusations.
FOUTH ACUSATION: customer stated he was due a refund and never received. As the owner we evaluated the circumstances and even though the customer signed the contract knowing what the hourly rate was, we tried to work with him and we refunded the customer $115 which is 1hr. The customer was happy with that. The refund was giving Refunded $115.00 auth-XXXXXX at 5:14p.m .... 6 minutes after the initial charge. There was never an overcharge to the bill, we have the contract that was signed, time stamps not only on the moving program we use but GPS, and credit card authorizations codes and times. The customer was now only charge for 8hrs of moving and 1 hour trip charge, which comes to $1000, compared to the signed contract amount of $1265.
FITH ACCUSATIONS: After the conversation with his spouse we failed to put it in writing and send an email. Below is a copy of the email that was sent to her I will take out the name and addresses per BBB POLICY BUT HAVE ALL EMAILS IF BBB WOULD LIKE ORIGINALSFrom: "COMPANY"
Subject: Re: Our April 5th Move with 'customer"
Date: June 15, 2016 at 3:23:39 PM CDT
After communication with all three crew members (that are in 3 different locations today) all stated and was very adamant that they did not unload the boxes from the rental truck; the two gentlemen that were hired by your husband unloaded all the boxes. The guys expressed concerned and disappointment in the manner they were talked to, treated, and belittled throughout the duration of the move.
We appreciate your time and apologize for any inconvenience.
Warmest Regards, As it is clear we did respond and we did put our concerns in writing.
Final::: As the facts are above with the authorizations of credit card transactions, GPS location time stamps, and quotes from all emailsthat we save, and copies of signed contract, and phone records through AT&T of contact with the customer. It is clear on 4 of the 5 accusations are PROVEN false or not true. It is very clear from the email the customer sent the company he was going todo everything in his power to attempt to harm their PROVEN REPUTATION OF CUSTOMER SERVICE,INCLUDING WHEN THERE HAVE BEEN PROBLEMS. MAY GOD BLESS ALL AND THE TRUTH IS N THE FACTS!