Flatrate Moving

The claim has been settled correctly per the terms of the elected coverage.

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]While I appreciate the response from Flat Rate Moving, it is unfortunately the same response I have been receiving for months and have yet to see any refund or evidence of their concern for customer service or satisfaction. I was initially willing to accept the insultingly low refund emailed in July to put the matter to bed and to not continue to waist time. I have however, had to continue to press them without any results from their customer service dept nor claims dept. The fact of the matter is they charged me for services that were promised and not delivered. I was left not only with broken items but the apt was not completely moved as agree.
 
 
 
 
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:

clearly, FlatRate did NOT review my initial complaint nor prior correspondence sent, as their response simply reiterates the terms set forth within the contract; of which, I'm fully aware of and as such, argue their determination does NOT adhere to such terms. Given FlatRate's response, it is clear they believe they have acted within the terms of the agreement, but did NOT explain in detail how such determination explicitly adheres to the terms. This explanation is precisely what I am seeking additional information on from FlatRate, to better understand how/why their determination is compliant within the terms of the contract. If the elected coverage is a contract of indemnity, one where the insured/covered is compensated and put in the same position as before, no better, no worse, as if a loss never occurred, then FlatRate's definition of "like kind and quality" guidelines were NOT used and/or their definition of "like kind and quality" must be clearly defined as their determination contradicts the above definition and terms within a contract of indemnity. Specifically, for the items being replaced: 1) table lamp and 2) USB belt-drive turntable:     1) Table Lamp: The same table lamp being claimed is readily available within the market at a lower price than initially purchased. Given the terms, to be put in the same position as before, no better, no worse, and at a price that is currently lower than the initial purchase price, wouldn't this define "like kind and quality?" Furthermore, FlatRate believes the determination to replace the damaged table lamp with a completely different type of product: a FLOOR lamp which is difficult to compare of like kind and quality given it's a completely different product with a completely different function; nonetheless, clearly of lesser quality and value. How does this adhere to the terms? Clearly, FlatRate failed to review my initial complaint and prior emails stating this fact, and subsequently requesting explanation to justify this determination. What I seek is simply an additional $239 for this item which is the amount needed to purchase the readily-available identical item at a price currently lower than initially purchased.          Initial Value of TABLE lamp: $350, current price of TABLE lamp readily available within the market: $320.  FlatRate's determination of "like kind and quality replacement" for a FLOOR lamp: $81.  $320 (current TABLE lamp) - $81 (FLOOR lamp) = $239 (additional funds needed to adhere to terms within contract).     2) USB Belt-Drive Turntable: While the claimed item is no longer available within the marketplace as the manufacturer has since discontinued its production, the replacement value of "like kind and quality" should be determined using another USB belt-drive turntable that is readily available within the marketplace - FlatRate's determination concluded a non-USB turntable that is NOT a belt-drive, as well as numerous other specifications that are of lesser kind and quality to somehow adhere to the terms of "like kind and quality." Again, I'm NOT seeking to recoup the initial cost, nor am I seeking to be compensated in a more favorable position as before the item was damaged, all I seek is to be compensated for "like kind = USB" and "quality = belt-drive" turntable. Hence, an average current market price for such items = $200 (initial purchase price of damaged item was $260) - $73 (FlatRate's determination value for a replacement turntable that is factually far from "like kind and quality") = $127 additional funds to adhere to the terms set forth within the contract.FlatRate needs to explain why / how they believe their final determinations comply with the terms set forth within the contract as I (yet again) argue above.            
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Please reference all the documents previously attached that reflect the claim being settled correctly as per the terms of agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
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:

The business in question has not been cooperative at all. Only upon my persistent request to the contact people that I wanted to talk to the management about the serious events and robbery in my own home I got a call from someone who stated that he wanted to resolve 100% of the issues, and wanted to hear a confirmation of the events . He said he wanted to be sure to cure the problems accordingly and make me happy. The issue is not happiness is to be sure that upon moving the client would not suffer financial damages from the move nor be prevented to see the activities, as one of their employees 'barricaded' my entrance to my own Bedroom, avoiding me to see that he was reviewing my closet, and opted to open the Barney's box ( double box), taking the necklace therein, leaving behind the boxes( without the most external cover).The same individual who identified as 'counsel' simply was not a bit interested in how the 'robbery' was executed, and wanted to speak alleging that Jewelry was not supposed to be in the apartment.The one remark I wish to state, totally prevented by his defensive arrogant attitude was that I specifically stated clearly that closet was OFF limits, clearly indicating that I wanted to select what would go to the Wardrobes from Movers and what would go into Luggage to the final destination.In the rush to hide the theft, the individual inside my BR, who put the mattress accross the door, not allowing anyone to go inside, as I was put as a HOSTAGE in my own apartment, therefore giving time for him to do what he wanted inside that room.The Company is fully responsible for hiring honest, competent, trustworthy individuals, who should first of all follow instructions from the client, and not act upon as Barbarians.That particular individual when 'finished' his task of robbing, then pushing the mattress away, immediately looked for the trash room, when I noticed that, I became even more suspect.Immediately upon receiving the few boxes left at the new location, in opening them, I found the Barney's empty box, when in the morning in the original apartment, the box was left on the top shelve of closet, and specifically it was ordered, and repeated that I needed to say what was going with movers from the area.Management is not only endorsing the theft, they are ignoring my repeated request that I'd rather prefer to resolve the issues than file the criminal complaint.Their response is that they will deal with that, as obviously they are used to such complaints. There are hundreds of them at Revdex.com, AND NOW I AM VERIFYING, THEY DON'T CARE. They count with the lack of time from clients, who prefer to let it go.In my case, we will pursue the claims, against the negligent business and dishonest management up to the maximum possible Legal procedures.The worse is that the individual responsible for the operations try to be absent from emergency situations like we had, simply NOT responding to emails, and trying to totally ignore the severe issues at hand.That means they endorse thieves they hire, they allow them to keep the own client hostage in their own homes, preventing that a regular Move happens. They are 100% responsible for hiring such thieves. Actually just ONE of the employees was fully responsible for the robbery. To this date I could not receive the identification of the individual, despite being asked by the Police , the management is keeping such name as defending his actions like nothing happened.In addition to those unfortunate events, their actions following my formal complaint was to totally ignore the fact that whole piles of documents and files, poured from drawers and folders all over were smashed by movers foot repeatedly trying to expedite the move. In trying to collect everything I had to delay returning the keys of the apartment for days, movers are  totally responsible for such unprofessional behavior. Company tries to justify such unheard attitudes being defensive and creating all types of excuses, far from a serious Business should do.We expect full compensation for the theft and irresponsible behavior from such employee from Flat Fee- they should NOT be in business and cannot be trusted. [Your Answer Here]
 
 
 
 
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:

On Dec. **, 2016, I spoke to a man named David G[redacted] who said he is the Chief Operating Officer at FlatRate Moving. After having placed repeated phone calls to FlatRate's customer service department, I had been unable to resolve the problems created by my move, so Mr. G[redacted] called me.He  said, "I'm calling to restore your trust in us." He said that he had seen the photographs that I had posted to my account on Flickr.com showing some of the damage. "Rest assured," Mr. G[redacted] said to me, "not only am I going to make this right with you, I'm also going to make sure that this doesn't happen again." I told Mr. G[redacted] that the move had been a "disaster." I said that many of my things were smashed or mislaid or lost and that I had gotten sick as a result and had been unable to work for weeks. "I feel as though I'm in some sort of nightmare," I said to him. He replied, "I am here to fix things. I am not going to even look at whether you have a valuation or not for your move. Frankly, it doesn't matter because this is just so outside of our experience and standards that I want to make this right." He said that he would arrange to have someone from a furniture repair place come to my apartment to assess the damage and say whether it could be repaired. "Hopefully, the repairs will be to your satisfaction," he said, "and if not, I'll try to make you happy in some other way."I felt very reassured by this conversation. A man did come to my apartment around a week after this conversation. Then I heard nothing further. Finally, on Jan. *, 2017, I sent a long email to Mr. G[redacted], cc:g the Claims Department and a woman in customer service with whom I had been dealing previously.No one answered my email, but on Feb. **, 2017, I received an unsigned letter from the Claims Department saying that this was the final settlement for my claim. BUT I HAD NEVER FILED A FORMAL CLAIM because I didn't have all the information that I needed to do that. I still didn't know the extent of what was broken. And the list from the Claims Department was incomplete.I wrote a letter on March **, 2017 explaining some of the above. No one answered it.The settlement that Flatrate has proposed does NOT fully compensate me for the damage or for the many things that Flatrate failed to move from my old apartment.I can't fully explain here all the damage that FlatRate caused that was not listed in the Claims Department's "final settlement" -- but I would like to remind FlatRate that Mr. G[redacted] told me that he was going to make things right for me and restore my trust in FlatRate. This has not happened.     
 
 
 
 
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:

I was very specific in listing all the different shortcomings and errors made by FlatRate.  These complaints include breeches of the contract I had with FlatRate as well as being lied to regarding reasons the deadlines were not met.  I am not necessarily disputing the 0.60/lb, although since the trucks axel broke while driving on the highway I think most of my broken belongings should fall under a different rate.  I am disputing the reimbursement for all of the other customer service issues I experienced with this company.   The simple fact that we did not have our belongings for an additional week caused us to spend well more than the $200 they are offering for compensation on food and eating out as we had no kitchen supplies.  I held up my end of this contract and very clearly FlatRate did not,
and as such should stand by their advertised commitment to customer
service and appropriately compensate us for all the problems I have
previously listed.  Thank You,[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.We are truly sorry you do not believe your claim settlement was fair but we processed correctly and per the terms of your contract and we are sad to see you go as a customer.

Email [redacted] to being the claims process however, we are not accepting liability at this time and our position remains unchanged.

We are very sorry for the experience the customer had. Thus far, the customer has been awarded $1,000.00. The customer's claim is still in progress.

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:
 
 They did the bait and switch  sell you insurance and then don't make good on all the ruined furniture  these people are crooks and liars  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,This move originated in [redacted] and was shipped to [redacted] by other agents (not FlatRate Moving). FlatRate Moving moved this shipment locally in [redacted]. We did not open, unpack, reseal, or otherwise mishandle the customer's container. Of 10,495 miles, FlatRate managed the container...

for 41 miles.Thank you.

Our settlement also included courtesy compensation for additional issues involved with 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:

I was told by the company, several times and by several different people, not to purchase insurance. They advised me not to purchase insurance and then delivered my belongings in poor condition with the boxes barely holding together and soaked through with water, and while my belongings were in their custody it was their responsibility to keep them safe and they failed to do so. They allowed my items to be stolen or their own employees stole them themselves. Either way, the point is I was told not to purchase insurance and then they completely mishandled my things and now refuse to do the right thing and help me at all. This was their fault and I have been robbed and treated terribly!I have already filed a police report for the theft. I called the police the day I noticed my stuff was missing. The case number is [redacted].While it is very nice that the company agreed to return my items if found, even if the case has been closed, the point is that they shouldn't have lost/stole it in the first place! And the invaluable family memories and important private information on those hard drives is now just lost forever and I will never get them back! That was my life and my memories and it has been stolen from me! Not to mention all of my books and other belongings that arrived damaged and broken!I am asking that the company do the right thing and give me the means to make myself whole again so I can buy back the things that were stolen and damaged, and begin to rebuild my life. This is not unreasonable. I was hurt and taken advantage of and had te rug pulled out from under me. Just do the right thing and make amends for what happened.
Sincerely,
[redacted]

Good afternoon [redacted],   I understand your frustration and am truly sorry but we have discussed your claim with our general counsel and COO and we will not be offering additional compensation.   All moving companies are required by law to offer minimum liability at $.60/lb for all missing and damaged claims. On top of this coverage, FlatRate offers valuation coverage for an additional cost which would have us attempt to repair or replace (with similar kind) any item that could be lost or damaged during a move. We do not sell insurance and do not act as an insurance company.   You chose, and signed for, minimum liability but we value your patronage and closed your claim as though you paid for our valuation coverage. On top of this, we offered additional courtesy compensation to attempt to right our wrongs. As of right now, I believe we have sent you a total settlement amount of $2000. We will not be adding more.   If you wish to seek legal action, please have your attorney contact me.   Best regards, Brittany T[redacted] Legal and Compliance Office: ###-###-#### Cell: ###-###-#### [redacted]
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We apologize for the experience the customer had. As the customer states in her letter, the additional fees incurred was a result of having more cubic feet than what they were quoted for on the phone.Removal of waste is an included service. Upon completion of the move there were boxes that were...

still to be unpacked by the customer. Our movers will remove any waste upon completion of our portion of the move; waiting for a customer to unpack in order to remove boxes is not a service we provide. Still, we do apologize for any confusion or inconvenience caused and will award the courtesy compensation the customer is requesting in the amount of $223. This will be sent via check by mail and we request a current mailing address for it to be sent to.

FlatRate maintains that $75 in courtesy compensation and offering to pay any building fees is fair compensation.

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:

I contracted with them to move my belongings. I paid them $1200 to move my belongings and they defaultedThey picked up all of my belongings but I didn't receive all of my belongings (ottoman, pet cage and bookcase went "missing"). Also when they delivered my dining room table it had deep scratches that were not there when picked up. Where did my items go to? At no time did anyone from FlatRate Moving call me to discuss this eventhough I called and spoke with someone answering the phone in the Claims Department several times. They just closed the case and sent a check which I received in the mail but have not deposited. They have no idea what customer service is and don't care about their customers !Per their own email it says they will repair before replacing so they should repair my table at their cost.  They sent a person to my apartment to take a look and supply an estimate for repairs. The estimate was $1200. Since they damaged the table they should repair it. Why should I have to come out of pocket to repair or replace anything that they damaged and as far as I am concerned stole from me. $99 is not going to replace my ottoman with one of a similar or like kind.  And my ottoman was part of a set. My bookcase was $399.00  so $103 is not going to work fo something of a similar kind. I understand what they are saying but they should have at least gone 50/50 for but they didn'tThe check they sent me doesn't cover the cost of repairing the table and replacing my "missing" items.How could my items go "missing"? These aren't small items and I saw them wheel everything out. The bookcase was a metal rod with a metal basae and had small metal shelves that would be attached but I removed them so that it would be easier to transport the bookcase and placed them on top of another box so the pieces weren't together but they went "missing" together! They only moved me and only had to make one turn to get to my mew apartment a 10-15 minute drive up West Side highwayAs soon as  the movers left I noticed my items were missing and I immediately called the moving company thinking that they would call the driver to check the back of the truck. No they responded that they would be sending me a claims form so clearly "missing and damaged" items is the norm with them. Realizing this I held off submitting the claims form until I'd gone through my things to make sure nothing else was "missing"Their own email says:[redacted]
 
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]