First Responders Moving

2 Reviews: Add Review

1. Impossible Claims Process.

   My review is quite consistent with several others that I have read considering the claim filing process.
   
   I used this company for the 4th time at the end of May as I have always felt they did a good job. However, the first time I went to use my dryer after the move, the heat no longer worked. I called to inquire about the claims process and Margo was very condescending about the fact that I could think it had anything to do with the move because "electronics malfunction all the time." While I would normally agree, I think it's quite a coincidence for a new dryer to go out RIGHT after a move. I filed a claim the first week in June for the price of the parts it would appear we would need.
   
   I never heard back from them so I reached out to the owner, John, about a week and a half later to see where they were in the process. He had an electric company call me to set up a service call. Upon inspection, the electrician told me that it looked like a wire got snagged in the move and that he felt they should be responsible (later, John insisted the electric company told him they were not responsible). It turned out that we didn't need the parts we ordered, so we returned them as the electric company said he would bring what we needed. Again, some time went by and I heard nothing from First Responders, so I called the electrician out and paid for the repairs up front since I could no longer be without a dryer.
   
   More time goes by and I send John an email in August asking why I haven't heard back from them. He asked for the invoice for repairs so I sent it on August 12th and again never heard back.
   
   I reached out to him again in September and another receptionist insisted he would get back to me by September 6th. Yet again I did not hear back, so I left another message two days later and emailed him on the 9th. I also called the office several times that day to try and determine when I was going to hear back. Nobody ever picked up because it would seem they were fielding my calls.
   
   He sent me a very unprofessional email that evening accusing me of harassing his staff among other things. Funny enough, I called just as many times on a day two years ago when I had a move scheduled and my movers were several hours late with no notice. That, ironically, was not considered harassment. I assume because he knew he would be getting money from me that day. But when the coin is flipped and I am asking him to pay for something he doesn't want to pay for, THAT is harassment. Even though I never even spoke to anyone. Perhaps I wouldn't need to call so much if he would actually service his customers.
   
   In the email, he also went on to say that I lacked common sense for thinking they were at fault since in 5000+ moves, they hadn't had any claims about dryers. I guess his movers are absolutely perfect and never damage anything. Even though other reviews reference damage. (Don't misunderstand-the issue isn't that something was damaged. Moving is hard on things so they occasionally get damaged. I just want them to take responsibility when it happens.)
   
   He also said that he would not be paying for the parts we mistakenly ordered. OF COURSE NOT. Had he paid any attention to any of the amounts I referenced in my messages to him, I only quoted the amount of the repair service.
   
   He never came out and explicitly said in the email what I needed to do to get this taken care of. I ASSUME he wanted an updated claim form but I still don't know for sure.
   
   The point of this story is to say that they make the claim process so hard, that I have officially given up after more than 3 months. So, I had to pay for the dryer myself.
   
   They are good movers, but just know that should anything go wrong, it will be a miracle if you can get them to take care of it. You should also know that you are giving money to a company whose owner is quite rude to his customers and seemingly incompetent.

2. They will take ages & break your belongings without fair reimbursement.

   We do NOT recommend First Responders moving. We had high hopes because they were recommended by colleagues at Trinity University, but we have moved 8 times in the past 8 years and this was by far the most ridiculous experience.
   
   Our move was so simple that even the movers commented on how easy we made it for them. Every single thing was packed into boxes at the correct weight, we'd already moved delicate items to our new house ourselves, and we barely moved any furniture or large items. It was a 4 mile move, a shorter distance with fewer boxes than any of our previous moves.
   
   Mike from First Responders sent us a quote for 5 hours of work. I told him that we have never, ever had a move take more than 3 hrs, so we wouldn't need 5 hours. Of course the movers managed to move so slowly and waste so much time they made it to the 5 hour mark! How convenient.
   
   The movers were nice young men, but clearly untrained and unprepared. They did not show up in uniforms or with proper equipment, back braces, blankets, anything. One had a tattoo inked the day before on his arm and was complaining that it hurt. We paid over $650 for a ridiculously easy and small move and we were NOT pleased.
   
   The worst part is that these untrained movers managed to break half the furniture they moved. They broke the frame to our only bed, so we've been sleeping on a mattress on the floor since our move on October 5. They also broke our two bookcases so we still can't unpack our books. The movers seemed surprised that they broke these (neither were wrapped, secured in the truck, nothing) and kept apologizing. They took photos and told us not to worry, their company would make us whole.
   
   They didn't. What a surprise. Mike again (see review below for more on their response to broken furniture). Chain of 30+ emails over a month and a half and at the end we still have a room full of broken wood furniture they left behind. Mike and First Responders offered nothing but the bare minimum -- $.60 per pound. $800 worth of furniture broken by untrained and unprofessional movers for a move that cost twice what it should and they offered us $120. Total. $120, which won't even cover one of the bookcases.
   
   We are beyond angry but they seem to think that's a fair reimbursement amount for what they broke. Buyer beware -- don't give this company your business. In the end you'll have to replace items no matter how well you prepare for the move and they won't care at all.
   
   Look elsewhere for moves in San Antonio.