Flatrate Moving

First and foremost we apologize for any and all inconveniences you experienced with your move. We pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction. I have reviewed your specific complaint with our claims department and see that we...

settled your claim in April both fairly and per the terms of your contract with additional compensation added for the inconveniences you experienced. We will not be adding more. Our settlement included compensation to cover the repair of the piano, floor and wall damage by a third party vendor who was confident in their ability to repair each. Please contact the claims department at ###-###-#### or [redacted] if you need us to reissue a new settlement check. We will then cancel the original and send out a new one. Best regards, Legal and Compliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted],...

and have determined that my complaint has NOT been resolved because:

The Business clearly damaged furniture beyond repair and beyond the value of the insurance coverage and never showed up for our scheduled move. Furthermore, not a single employee of this move company called us to provide any updates the day of our scheduled move when the movers failed to show up repeatedly (the arrival time was changed 4 times). This was a very expensive move and we were shocked by the lack of professionalism, communication and respect for our time. The compensation package that Flaterate Moving is proposing is less than fair as it does not even cover the cost to replace items that their movers damaged. They are asking us to go out-of-pocket to replace our items after they never showed up for a scheduled move! We understand the insurance coverage and are willing to accept the amount proposed for 4 of the 7+ damaged items, but we expect after causing major frustration and a loss of days wages (for our scheduled move as we had to take off of work) which totals more than the proposed amount, that Flaterate Moving would compensate us the full amount to replace the 3 items (of the 7 damaged) that we need to repurchase/replace. The difference between our proposal and Flaterate Moving's is just over $200. We feel it is more than fair to ask Flaterate Moving to compensate us the insured amount for 4 of the 7+ items that were damaged and to pay the full amount for the 3 items that their movers damaged beyond repair after they scheduled a move, never showed up, and failed to contact us they entire day (we made NUMEROUS) phone calls to get updates. We hope to resolve this issue soon. If Flaterate Moving will agree to our proposal we will consider this a satisfactory move experience.[Your Answer Here]
 
 
 
 
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Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Flate rate has enclosed a partial copy of the claim. The claim I have filed was 22 pages long and shows all my belongings that were lost, in detail. I have provided with a claim that is valued at $7,795.00. I paid 2,247 USD for the move and the amount they offered does not even cover the payment of their moving fee (which I paid in full), let alone the items valued at $7,795.00. Flatrate has a copy of that claim. Once again, they try to conceal information and use deceptive practice.In addition, I have paid 132$ for the Insurance valuation as was repeatedly mentioned by the representative. It covered 20,000 USD. Hence, my payment of $7,795.00 is covered. As I mentioned in my previous emails to Flaterate, I did not have a copy of the contract nor I signed it. Again, deceptive practices.In total, I have lost $7,795.00 of items in addition of 2,111$ price of the move +136$ the insurance price= $9,922. And they pay me $664.00. Ridiculous.Hence, I request a payment of 7,795.00.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

FlatRate's use of a "preferred" third party vendor to appraise damage caused by the movers to the floors is inaccurate and their offer of compensation is insufficient to cover the damages they are liable for.During the claim process, I was specifically asked by FlatRate to provide a professional estimate from a local contractor to repair the damage caused to the floors.  This quote was determined from an in-person appraisal by the contractor, was provided to FlatRate in a timely manner, and is attached to this message. Conversely, FlatRate's third party vendor appraisal of damages were done via "visual" estimate and used for the settlement of the claim.  No documentation was provided on how this figure was determined, which would be difficult to without seeing the damage in-person or knowing the specific wood and stain type used for the floors. The damaged hardwood floors for the unit were brand new, as we are the first tenants to live in the unit since a gut renovation.  Invoices for construction costs of materials can be provided by the landlord. Flatrate has every incentive to use a "preferred" vendor to limit their liability and a lack of transparency on their process calls into question fair business practices.  Compensation for the damages to the floors based on an independent appraiser is sought. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I rejected the $75 compensation for the reason below:I paid $1,205.49 to Flatrate and $360 tip to the movers. That was a total of $1565.49 for their appalling services. I was promised a “perfect move” with outstanding customer services and established infrastructure that includes efficient planning and dispatch office… (as advertised on Flatrate website). I got none of that but problem during my move and I had to help with the move myself (physically carried chairs, boxes, etc).In returns for all the troubles they caused, they were offering $75 as a compensation for their false advertising and horrible services. $75 is just 4.8% of the amount I paid for their services. I can get 10% on moving services from advertisement posted on [redacted] alone. The $75 compensation is extremely inadequate vs the amount I paid them. I hope to get at least 30% (30% on $1565.49 equals to $469.65) compensation from Flatrate.No one in his/her sane mind will accept $75 as compensation. The company should pay me what they paid their movers given that I had to help with my own move even when I had paid $1565.49 for their services. Helping with your own move when you had paid $1565.49 for moving services is unheard of anywhere in this planet!Please post this complaint for everyone in Revdex.com forum to see. This is not how a business should behave.I am sure no customer believes that a meager 4.8% discount/compensation is adequate given the appalling services. Would Flatrate accept a 4.8% compensation if there were to receive similar services like I did?Thanks.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID# ***, and have determined that my complaint has NOT been resolved becaus
 
 I refuse to accept these terms as FlatRate is turning a blind eye to the fact that not only did they provide an unprofessional and completely inept team to pack my goods for transfer, they overcharged me by 140 cuft. I have already discussed this with FlatRate.  They have taken no responsibility for defrauding me and making me pay for space which I did not utilize. As I am once again moving country, I had most of the goods which were shipped from london to Oakland packed into a 200 cuft "liftvan" yesterday. This is documented for any party to review. Unlike FlatRate, this moving company broke down the load and utilized all available space to create efficiencies in the container. I did not load 6 pieces of furniture which were damaged by flatRate because the cost of repair was greater than the money I received.  Regretfully (and directly due to FlatRtae damaging them), I decided to leave them behind. These pieces were:A small antique folding tableA small antique rolling cartA medium sized antique chest with a drop frontA medium sized antique tableA medium sized table with 4 drawersA medium sized bureauA small steel box If these pieces were added to the shipment, they would have been placed in a smaller liftvan.  Even with these items added, they would have easily remained within the 310 cuft I indicated in my assessment of what my final quote from Flat Rate should have been. Because FlatRate under-utilised boxes and empty volumes under or around furniture placed in the boxes, they knowingly overcharge me (I have photos as proof). This is coupled with the fact that none of their team physically measured the load once it was in the truck (they guesstimated what the load was by looking at it!). This is completely unprofessional and unacceptable.  Who goes to the gas station and has someone pump gas for them, just to have the attendant say..."*** * *** * *** *** ** *** *** *** *** *** ***"  Or who goes to a butcher just to have a piece of meat cut for you without a scale and then have them demand $20 with no proof.  No one.  Because it is unethical! Initial charge = 450cuft - £3,289.00Price per cuft charged = £7.31 per cuftActual volume used = 310 cuft - £2,266.10Over charges TO BE REFUNDED= £1,022.90 I am NOT paying for space which I did not utilized! Period! Therefor, I will agree to the final settlement of $380 (£260.19) for the insurance value of damaged property and the £1,022.90 of overcharges I accrued for cuft which I did not utilize.  The total amount due to me is £1,283.09 Refusal to accept these terms WILL RESULT IN LEGAL ACTION as this is not a negotiation. I am more than happy to go to small claims court to expose your business as a fraud. I have plenty of written and photographic proof to back up my claims regarding your inexcusable actions.   I want these funds in GBP (£) and transferred back to the account which they originally came from.  Regards, ***
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
*** ***

We are very sorry for the experience the customer had. The customer was charged $169.75 for unpacking services. They will receive this back via check by mail. Please allow 7-10 business days for the check to be processed by our Accounting Department prior to mailing.

First and foremost we apologize for any and all inconveniences you experienced with your move. We pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction.I have reviewed your specific complaint with our claims department and see that your...

missing and damage claims are in our claim process that will be handled fairly, per the terms of your contract, and with all customer service issues you experienced in mind.Please contact the claims department at ###-###-#### or [redacted] if you have any questions or concerns.Best regards,Legal and Compliance

We are very sorry for the experience the customer had. All claims must be settled in accordance with the elected coverage for the move, regardless of how the items came to be damaged and/or missing. The customer's claim documents are attached. The coverage elected was Minimum Liability (which all...

moving companies are required to offer by state and federal regulations and is set at $0.60 per pound). Should any missing items turn up, they will be returned to the client, even if the claim has been closed. If the customer feels this was theft we certainly encourage notifying and following up with the proper authorities, and we will cooperate with any police investigation that is conducted.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have contacted your claims department and have yet to receive the company name used to assed our damages and receive a copy o the repair quote. No one ever answers the phone- you are placed on hold indefinitely and no one has replied to my email.So again if someone can contact me or if you can provide a name and number. [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are very sorry for the experience the customer had. All claims must be settled in accordance with the elected coverage for the move, regardless of how the items came to be damaged and/or missing. The customer's claim documents are attached. The coverage elected was Minimum Liability (which all...

moving companies are required to offer by state and federal regulations and is set at $0.60 per pound). Should any missing items turn up, they will be returned to the client, even if the claim has been closed. If the customer feels this was theft we certainly encourage notifying and following up with the proper authorities, and we will cooperate with any police investigation that is conducted..

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

FlateRate Movers broke my lock and official seal, opened my container and re-packed it into a truck and then only 24 hours later delivered it to me. I was not contacted or given the opportunity to be there when they opened my container. Upon receiving my items I questioned this and then found one box had been open, items taken out, and box resealed again. The attached pictures show this. How could they just claim they did not open the box, they had the time, they had no one supervising this - as in ME the owner. I personally oversaw the packing of the container, the sealing and locking of it at the place of destination in **, and I was supposed to see the unpacking as well. I hold FlatRate fully accountable.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are very sorry you are unhappy with our claims department assessment of your claim as we try to be as fair as possible.If you had any damages related to your original claim that you believe were overlooked, please contact me at [redacted] and I will review.Sincerely,Legal and Compliance

We are very sorry for the experience the customer had. The move was completed and the customer was given a refund. Additional compensation is not being awarded at this time.

First and foremost we apologize for any and all inconveniences you experienced with your move. We pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction.I have reviewed your specific complaints with our claims department and see that we...

settled your claim earlier this month both fairly and per the terms of your contract. Our settlement included compensation to cover the damages and other issues that occurred during your move.Please contact the claims department at ###-###-#### or [redacted] if you have any questions or concerns.Best regards,Legal and Compliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We did submit the claim and the company is in the process of handling.  The claim has not been resolved because we were told that we would be issued a refund due to the service issues experienced.  Now the business is saying that there is a misunderstanding and that does not equate to a full refund, it is only a partial refund.  The language in the note reads as though a full refund will be issued.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,Please make reference to page 3 of the attached Move Plan where it states "The Guaranteed Move Price and Guaranteed Storage Charge are provided based on the shipment information indicated herein. Changes to the shipment information will result in corresponding changes to the move price and...

storage charge." The customers added items to their inventory on the day of the move resulting in additional charges.Also on page 3 of the Move Plan it states "Your entire shipment is covered with a $500 deductible, to repair or replace lost/damaged items. Your shipment will be valued at $30,000 or $1.25 per estimated pound, whichever is greater." It does not state, as the customer says, property would be repaired or replaced at full value up to $30,000 or $1.25 per pound, whichever is greater." $30,000 is the value the customer placed on their shipment. The Bill of Lading, which is also attached, does not contradict this, it reiterates this.All customers are informed that they can only file one claim per move, not just one claim.No items on the claim form were denied. See attached claim form and claim settlement.Section 5 of the Bill of Lading states that if items are packed by the owner, they accept liability based on the estimated weight of the container multiplied by $3.00 per pound for Valuation Coverage.Section 6G states that we are not liable for taxes associated with the replacement of damaged or lost items.Our High Value Item policy is not relevant to this case since the customer did not list any High Value Items.We are not violating any federal laws. The Move Plan and Bill of Lading do not contradict each other and the time frame given to file claims is not relevant since they did file a claim and it was processed.Thank you,

The check has been sent via [redacted]. The tracking number is [redacted]. Please allow 24 hours for tracking information to be available on the [redacted] website.

As per the terms of the agreement (Bill of Lading) the claim was settled correctly. As stated in said agreement, FlatRate can replace with items of similar like and kind, at FlatRate's discretion. FlatRate takes proof of purchase, depreciation, etc. into consideration when replacing items.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Had the complaint been settled and closed, I would not have filed a complaint. 
Sincerely,
[redacted]