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:07/16/2025

  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 booked a move with them to move one apartment to another for my mother who is in assisted living. They promised to bring wardrobe boxes to move the clothes and some rolling boxes to move misc. items. They showed up late with only a cardboard box on wheels. No furniture dolly, no wardrobes, no moving blankets, no necessary equipment whatsoever. They carried a dresser by hand since they had no equipment and moved the mattress by placing on top of the cardboard box. I told them to take the leaf out of the table, and they didn't, and it fell off and damaged another piece of furniture. They moved boxes to the wrong apartment and left them, never moved them to the right apartment or back to the old. Just abandoned them. I had to move them myself after finding them unsecured in an unlocked apartment that night. They disappeared for an hour and lied that it was a long walk. I timed it and it took 7 minutes apartment to apartment. I got mad because they were not doing their job, not following instructions, not providing what had been promised, damaging furniture, lying and dragging the move on too long, so they just left without finishing the job. I had to do the remainder of the move myself and with the help of the assisted living move coordinator who felt badly for recommending them. The maintenance man had to come the next day with a furniture dolly and move the rest of the furniture they hadn't even gotten to in 4 hours. Mind you, this was a small move of a one bedroom apartment. I disputed the charges on my credit card and they forced them through based on lies coming from the incompetent workers citing my lost temper but omitting the cause of it. It was a disaster from the start. I should not be paying for a move that was only half completed and with damaged items and I want a full refund. I do not have a receipt to upload since they never gave me one, only a credit card statement.

  

  Business Response

  Date: 07/17/2025

  Much about this complaint is just not true. And it conveniently omits the part where she is responsible for the job not going as planned. 

  1. She told our sales REMOVEDthat she would call and give final word on if she needed wardrobes. She never called.

  2. The crew had a full compliment of equipment, as all of our trucks are equipped with dollies, furniture pads, 4-wheel dollies, etc. So that part is a lie. We have verified that all the proper equipment was present.

  3. No elevator reservations were made by the customer, forcing the crew to share an elevator with other residents and contractors, which slowed the process. 

  4. Customer only provided 1 access fob to operate the elevator and access doors, which further slowed the process.

  5. Customer changed the scope of the job multiple times throughout the process; changing the destination for where furniture was meant to go.

  6. Customer was hostile, vulgar, and threatening towards the crew. 

  7. Toward the end of the job, she changed up the instructions about a loveseat she originally didn't want moved, telling the crew (and I quote) "you're moving this motherfREMOVEDking loveseat or I'm not paying you a fREMOVEDking dime." 

  8. Before they could comply, she cut them off, told them to "get the fREMOVEDk out."

  9. Sales calls on recorded lines were revisited, confirming that this woman was difficult from the first phone call but doesn't want to accept any responsibility. 

  10. We didn't "abandon" anything as she is claiming. 

  11. We didn't take things to the wrong apartment, we took it where they were instructed to take it and then the customer changed her mind about where she wanted it and acted as though the crew was at fault.

  12. The part about the unlocked apartment is irrelevant. We were not given keys to customer property nor were we responsible for locking up the residence.

  13. Contact between our management and  crew was maintained throughout the job, and multiple times the crew expressed frustration with the ever-changing demands of a rude, volatile, and irrational customer.

  14. Claiming that we "left without finishing the job" is rich considering that she literally told the crew to "get the fREMOVEDk out. 

   

   

  This complaint is unfounded. The customer set this job up to fail and played an active part in ensuring that it did. We tried our best to accommodate under the circumstances, but once she began berating the crew with abusive language, we cannot and will not keep our employees in a situation like that.

  Customer Answer

  Date: 07/24/2025

  Complaint: 23604364
  
  I am rejecting this response because:

  1. Is not true.  I spoke with REMOVEDseveral times to reconfirm the move, discuss the items to be moved and reiterated the need for the wardrobe boxes to move the hanging clothes.  I was never difficult with them on the phone from the start. They showed up late with none of the promised equipment.

  2. Also, not true. The crew had only a regular dolly to transport boxes. They had no equipment to move furniture.  They had a big cardboard box on wheels and that is what they used to move a mattress and box springs.  It was absurd!  If they had a furniture dolly on the truck, why did they hand carry a dresser between apartments and tire themselves out? They didn't have one and they are liars.

  3.  Again, not true. Elevator reservations were made, and they were the only crew using the elevators that day.  Their truck was parked in the loading dock and no other trucks could enter. This is the normal process for moves in this building and they have done multiple moves at this property and know the system. They had one key, and I also had an elevator key and went along with them on most of the trips.  As mentioned, I timed it and it took 7 minutes to go between the apartments. and that was by myself with no one to help holding doors.

  4.  The job was changed, but it was changed to become smaller. They were contracted to move a living room, bedroom and kitchen.  The move became smaller to only move bedroom furniture to a different apartment than originally planned and this was beyond my control.  The crew was very understanding about this at the time and there were no issues up until mid-move when the crew began to disappear for long periods of time.  They had only moved a grandfather clock and a few boxes when the move changed and became much smaller in scope.  They only had to move a bed, nightstand, dresser and a few boxes which they couldn't manage to do in the allotted 4 hours.   They took two stacks of boxes to the wrong apartment, and I asked that they move one stack back to the original apartment and one stack to the new apartment. They left both stacks there and moved none of them where they were supposed to go, thus being left in an unlocked apartment and leaving me to move them myself. Hence "abandoned" where they didn't belong. They were originally to move a large full size sofa and I asked that they move a smaller loveseat in place of the large sofa. They closed out the ticket without speaking to me to see if they were finished and then refused to move it and therefore, I lost my temper with them. They were also to move a table and 4 chairs which was also deleted from the move. The move was SMALL and they couldn't get it done.

  I told them I would be sure they didn't get more work at that building since they had been recommended and were horrible and he told me that he didn't care.

  Management has not returned my calls nor ever once tried to listen to my side of what had transpired to know how their employees conduct themselves.  One employee was brand new and in training.  They are not telling a truthful account of the events.  Had they managed to move a bed, dresser, loveseat a few boxes and had wardrobes to move the hanging clothes in the closet as planned we would have had no issues and not be in this dispute.  But the guys showed up late without equipment and disappeared for long periods using the elevator as a constant excuse when it takes at most 10 minutes to come back after delivering a load. I went on the recommendation of the Traditions move coordinator (who reserved the elevator, provided them a key and worked long into the evening helping me to complete the move they failed to complete) to hire them and she is very aware of the events of this disastrous move.  REMOVEDcares and would like to know the dishonesty of their employees they should speak with Ale REMOVEDTraditions Move coordinator at REMOVED

  
  
  Regards,
  
  REMOVED

  

  Business Response

  Date: 08/04/2025

  Repeating lies and half-truths doesn't make them true. We have stated the facts of the situation, and they hold. When a customer provides poor instructions, changes the instructions multiple times, and then becomes belligerent by throwing profanity laden insults and threats at our employees, then they have to own their part. The crew was told, in no uncertain terms, to "get the fREMOVEDout of here" by this vulgar woman. Were they supposed to stick around and insist on working more? We accept responsibility for our errors, our mistakes, and our shortcomings. But we also defend our employees against hostile and threatening situations. 

• 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, REMOVEDto 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 REMOVEDI 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 REMOVEDpulled the TV up alone while we all where standing there, he did not ask his coworker for help. REMOVED(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 REMOVEDwould like the replacement of my 65 inch REMOVEDoriginal 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 REMOVEDthat 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 REMOVEDConsultant said we only had 16 ft trucks, which was never said (we don't have 16' trucks)
  -Customer stated she fired other REMOVEDcompany 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,
  
  REMOVED

• 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 REMOVEDoccur, 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 REMOVEDresponded 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 REMOVEDhappen 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 REMOVEDthe 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,
  
  REMOVED

• 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 REMOVEDto REMOVED. 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 REMOVEDwe 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 REMOVED, 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 REMOVEDcustomer and is being addressed by the REMOVEDteam. Please remove this complaint from the REMOVEDBBB 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 REMOVEDthe 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 REMOVED,
  
  I communicated the below with REMOVEDas 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 REMOVEDand I am trying not to be rude, but at this point this is getting ridiculous. 
  
  REMOVEDasked 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. 
  
  REMOVED

  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.
  
  REMOVED;

  
  Regards,
  
  REMOVED

  

  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,