Flatrate Moving

Review: My wife and I hired Flatrate Moving Company for 2 moves and a month of storage in May that would cover a move from [redacted] to [redacted]. Prior to our move, we notified flatrate that we would need a carpenter to take apart then rebuild our couch as it was too large to fit in the elevator. This is a service we have used them for before with no issues for roughly 275 dollars. The carpenter arrived and took our couch apart then left. unfortunately he didnt take the couch apart fully and it became stuck in our elevator causing the move to be further delayed as the moving team showed up two hours late. I voiced my concerns over paying for a service that wasn't completed to [redacted], our account representative and nothing was done. I finally was in touch with customer service and was assured that money would be credited and the carpentry service would be complimentary. I thought our issue was resolved until last week I was re quoted my move from storage from $1870 to $2150 dollars for no reason. I decided to let the delivery happen before fighting the fee increase. when our furniture was delivered Saturday June **, I was shocked to see that the carpenter never reassembled our couch and flat rate had it delivered cut in half. I also noticed that one of our wooden antique dining chairs had been hacked off at the legs. upon seein gthe issues our mover immediately took pics and notified the home office of the issues and assured me it would be resolved ASAP. I have now spoke with 6 different representative from the company. None claim that it is their department and all refuse to return my calls. We have paid for unfinished services and are owed damages from negligence as well.Desired Settlement: Flatrate needs to honor our original quote for the move. We need Flatrate to have the carpenter come rebuild our couch as well as assess the damage to our dining room set. If fixable, Flatrate needs to repair the chair. If not, They have destroyed a set of chairs and that will need to be replaced by the company.

Business

Response:

We have sent a furniture restorer to assemble the sofa. The vendor assembled the sofa; we were unaware the sofa legs weren’t delivered to the destination. We attempted to locate and were unsuccessful. The vendor did not take the chair for repairs as there was a bit of confusion for the approval of the repair to the chair. To date an appointment has been scheduled to recreate the sofa legs and bring the chair back to the Master Carpenter room for repairs. The appointment has been scheduled for Thursday July [redacted], between the hours of 9-11 per the customer’s request.

Consumer

Response:

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.

I have heard from Flatrate movers. They will be coming to my house to fix our couch and take our chair to be fixed. assuming that all goes smoothly and is taken care of, this issue will be resolved.

Best regards,

Sincerely,

Consumer

Response:

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:

This response is accurate but none of the stated work has been completed by the company. the issue is not resolved and the carpenter still needs to come do the work later this week. I am hesitant to say they have given an appropriate response as the work is not completed and I do not want this file closed until it is. None of this would have been set up had I not called Flat rate more than a dozen times without them returning my calls.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I received an email from Brian Halverson on December [redacted]and I still have not received the hard copy letter and check, 10 business days later.

Dear [redacted] –

Your claim has been settled and closed; below is a copy of the settlement letter you will receive in the mail attached to your settlement check.

Thank you

December [redacted]

Claim No: FRCA 2360445

Dear [redacted],

Please accept our sincerest apologies for any inconveniences you may have experienced with your move. Enclosed for your records are your Move Plan and Understanding Coverage for Your Move.

Your claim has been assessed as follows:

50” Flat Panel TV 106 lbs

Oval Serving Platter 10 lbs

Oval Serving Platter 10 lbs

Upholstered Chair 33 lbs

Dresser 181 lbs

Dining Table 96 lbs

3-sectioned Platter 10 lbs

Glass Vase 15 lbs

Ceramic Candle Holder 10 lbs

First Dining Chair 20 lbs

Second Dining Chair 20 lbs

Au Gratin Dish 10 lbs

Total: 521 lbs

At $0.60 per pound, for an assessed total of 521 lbs, your total claim is $312.60. Accordingly, enclosed is a check in the amount of $312.60. This will serve as full and final settlement for claim no. 2360445 filed on 12/[redacted]/13.

Kindest Regards,

Claims DepartmentDesired Settlement: I would like the check express mailed to my address:

Consumer

Response:

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,

Flat Rate did an excellent job on our move. The three movers were very professional, efficient and friendly. They did a great job packing the fragile items in our home, and nothing broke during the move. We would definitely use them again in the future!

Review: I recently hired Flat Rate Movers to move my family in September. After my wife and I unpacked our things over the next week we realized Flat Rate had lost or completely destroyed beyond repair a number of our valuables (see attached). In August, when I purchased their 'Extended Valuation Coverage' the salesman for Flat Rate Movers specifically referred to it as an ‘insurance policy’ (using those exact words) for my valuables and at no point mentioned the $500.00 deductible. However, after filing my claim for the lost and destroyed items Flat Rate's Claims Department stated it was not an insurance policy and merely a ‘repair before replace’ policy and I would be responsible for $500.00. Approximately 3 weeks later, I received a check in the mail and a letter stating that my claim was now closed. Flat Rate did not reach out to me at any point regarding the lost or damaged items and issued dishonest repair/replacement estimates for our valuables (See attached).

For example, Flat Rates Replacement Estimate value of $50.00 for our $500.00 Dyson Vacuum is beyond egregious. In addition, cracking my new born daughter’s ($1000.00) brand new crib and providing $225.00 to replace it is another example of their deceptive business practices. Flat Rates replacement estimate of my 32G iPod Touch that went missing and $145.00 for our $300.00 hand crafted limited edition Italian frame are also just plain corrupt and do not live up to respectable business standards. Flat Rates contract states (which I have attached), “If any article is lost, destroyed or damaged your mover will, replace the article with an article of, like kind and quality, or pay you for the cost of such a replacement.” It is clear to any reasonable person that the Claims Estimates that Flat Rate has issued does not meet the standards of their contract. An offer of $50.00 for our missing $500.00 Dyson vacuum will never cover the replacement expense for an item of like kind or quality.

My wife and I also had to comb through our newborns clothes for shards of glass because Flat Rates movers placed mercury light bulbs and other glass items which shattered in the same box. Lastly, due to the fact major items of ours are missing it is readily apparent to my wife and I that other items that were packed with those items are missing as well. However, as a reasonable, god fearing individual I chose not to put claims in for items that I could not name but will eventually realize they are missing and gone.

I have tried to contact Flat Rate Movers and have been completely shut down and ignored. Flat Rates Claims Rep ‘Jan’ has stated the Claim is 'closed' and there is nothing that can be done. However, I never agreed to their Estimated Replacement Value Terms nor gave them the ultimate power regarding their decision of what constitutes a ‘like item.’ I have repeatedly called and left messages for supervisors which have gone unreturned. I finally spoke with a supervisor after weeks of calling (Asha B[redacted]) who would not give me any information regarding my claim and only would say it was 'closed.' I repeatedly asked for her Supervisor and their contact information which Asha also refused to provide. I emphatically plead to the Revdex.com to help me in my effort to recover damages from this dishonest and misleading business.Desired Settlement: I would like a complete refund for their dishonest and destructive services. Flat Rate's sub par and fraudulent business practices have destroyed irreplaceable items and they have made no effort to resolve the issue in a reasonable manner causing more emotional distress. Their only strategy seems to be stone walling and ignoring their customers after they have received payment.

Business

Response:

Hello,Attached is the Bill of Lading (contract) outlining the terms of the coverage. Please reference section 7, number 2 which states, if the shipper (customer) selects Valuation Coverage, the carrier (FlatRate) will, at the carrier's discretion, replace the item with an item of similar or like kind. Attached is the customer's claim forms and claim settlement. The customer was unable to provide proof of purchase for the items claimed. All items that were not given repair costs for were replaced at full value (according to the customer, as receipts were not provided), but two- the vacuum and iPod. Attached are the replacements for these items. Also attached is the customer's signed Move Plan. Please reference page 2 where it states there is a $500 deductible. This claim was settled correctly per the terms of the elected coverage. Thank you,

Consumer

Response:

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 am

writing in reference to the following Complaint (ID#-[redacted]) regarding the

dishonest and fraudulent business practices of Flat Rate Movers. The Bill of

Lading that Flat Rate has provided the Revdex.com with is a completely

different document than the contract they provide their customers with. The contract

I have in my possession provided to me by Flat Rate clearly states, “If any

article is lost, destroyed or damaged while in your mover’s custody, your mover

will, at its option, either (1) repair the article to the extent necessary to

restore it to the same condition as when it was received by your mover, or pay

you for the cost of such repairs; or (2) replace the article with an article

of like kind and quality, or pay you

for the cost of such a replacement.”Flat

Rates deceptive omission of this document (which I have attached to my complaint)

to the Revdex.com is another clear example of their dishonest

practices. This only proves further that Flat Rate is misleading their

customers about the ‘policies’ they sell and providing authorities/mediators

with selective documentation to back up their false claims. Flat Rate’s

estimate for 1/10 of the value for my missing vacuum clearly will not cover the

replacement costs for an item of like quality.In

regard to their claim of my failure to provide proof of purchase I spoke with ‘Jan’

in the Claims Department who instructed me that proof of purchase was not

required to settle a claim. It is also inconsistent with the other claims of

mine that Flat Rate processed for 100% of the value but did not require proof

of purchase. It appears Flat Rate selectively picks the most expensive items they

either damage or steal and then requires proof of purchase for those items when

they choose. Lastly, Flat Rates inclusion of my signature to my Move Plan is

completely irrelevant and misleading. The Move Plan is a document Flat Rate

requires you to sign prior to the move yet they include it to the RevDex.com under the context that my signature implies that I agreed to

the terms of their Settlement Claims. Flat Rates response to my complaint is

not only unacceptable but also completely dishonest and false.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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:

Andrew, per our conversation, please see the email below from Dyson Management specifically referring to my ownership of the DC44 Handheld vacuum along with its serial number. Dyson Management said they would be happy to speak with [redacted] to confirm my ownership of the vacuum and answer any questions they may have. Their contact information is below.Regards,[redacted]

Sincerely,

Business

Response:

Unfortunately, this would not suffice as the

appropriate documentation would be necessary.

When I arranged this move with the coordinator in NY - who, by the way, was efficient and a pleasure to work with - I told her there were some large and/or oddly shaped items I didn't know how to pack properly. After giving her a complete list of those items, we agreed that the movers would see to them on the day of the move. Everything seemed to go perfectly, and I couldn't have been happier. UNTIL...

My belongings arrived in Chicago, and I found that the only item of furniture I'd moved - a 3-drawer wood file cabinet, which had survived some 20 years without so much as a scratch - was destroyed, as were 2 cast iron kettlebells and 3 other items. I can't even begin to imagine the kind of force and abuse it took to shatter the outer layer of the kettlebells! It boggles the mind.

When all was said and done, my claim was calculated by weight, not value, and I was informed I'd receive $120 for more than $500 in damages. This despite the fact that EVERYTHING THAT WAS DAMAGED HAD BEEN PACKED BY FLATRATE'S MOVERS! When a company does not hold itself accountable for its own employees' negligence, my suggestion is LOOK ELSEWHERE.

My biggest mistake in this whole experience - other than hiring Flatrate, of course - was tipping the movers BEFORE I'd unpacked. Had I not done so, I would have at least saved the cost of replacing the items they destroyed.

Live and learn.

Review: I used FlatRate to move my belongings from an apartment in NYC to their storage facility in NJ for a month and then deliver my belongings to their storage facility in Miami until I secured an apt. in Miami. My belongings were in storage for 6 months in Miami. I paid for extra insurance on my belongings in the event there were any damages or losses.

When my belongings were moved into my apartment in Miami on Feb. [redacted] a brand new $1200 dresser was damaged in several places. The mover that unwrapped it said that it was not packed properly and that it was clearly their fault. He told me to call the Miami office and submit a claim. I called the Miami office and they told me to call NY office. I spoke with [redacted] in the claims dept. I took pictures, sent a receipt and description of the dresser from the website I bought it. Shortly after, I realized a painting was missing (all of the boxes weren't unpacked the day of the move-in) -- I sent another email with a picture of what was missing to Miami and NYC. The sales person who sold me the insurance has NEVER responded to anything. [redacted] in claims has responded twice, once saying he was very backlogged with claims. I have emailed about 10 times and called about 5 times. They have not responded. The painting is worth about $750 and the dresser $1200 - I paid for insurance! - so I'm baffled as to why they will not contact me with a resolution. I have also left a message for the [redacted] - [redacted]. She has not called or written either. I let them know via email that if I didn't hear back from them that I would have to contact the Revdex.com. They never responded to that either.

I had been a loyal customer - they have moved me three times and I have referred many people to them - and they have completely ignored me.Desired Settlement: $1950 - the dresser was brand new and $1200 and the painting was $750 and a one of a kind and cannot be replaced.

I specifically asked the movers to pay close attention to the artwork and to the dresser as it was new. Since the mover that unwrapped the item admitted it was their fault, I want to be compensated the full amount.

Further, since I paid for extra $20,000 of insurance, so I do not understand why I have not been paid.

Business

Response:

We have been in constant contact with the customer regarding additional documentation needed to process his claim. We have recently received the documentation and the claim has been settled and closed. Please see the email correspondence to the customer confirming the settlement.

[redacted],

Claims Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and upon receipt of the letter and check from FlatRate,

find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The contract I signed for my move was determined to be $949.99. When the movers arrived, the contract they arrived with was $999.99. $50.00 was added to the move for storage wrapping which I was never informed of and never approved. After trying to reach my salesperson, and speaking to other people at the office, it was determined that the move could not continue until I signed the new contract. At that point it was too late to do otherwise than sign the contract the movers arrived with. The services provided by the movers themselves was outstanding, but the office has done nothing but apologize for overcharging me with no offer of resolution.Desired Settlement: $50.00

Business

Response:

We are greatly sorry for this miscommunication and are processing the refund of $50.00.

Consumer

Response:

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,

Review: I recently moved from NYC to Denver, CO and used FlatRate Moving Company to pack and ship my belongings to my new destination. Prior to the move, I elected to purchase their most comprehensive insurance valuation extended coverage (Full Replacement Value Protection) at an additional premium at $13 per $1,000 for interstate moves with a $500 deductible and a $10,000 minimum. In addition, I opted for additional coverage via "excess declaration" for itemized items in excess valuation of $100/pound. Upon receiving my items in Colorado, the movers informed me that some of my items were damaged while in FlatRate's custody. After reviewing my damaged inventory, I submitted a claim to FlatRate (along with assessor's review) to repair/replace the items they damaged per the insurance coverage agreement. The claim included six items valued at $7,653 that were either damaged or needed repair.

FlatRate's Claim department promptly responded to my claim with a determination that they will only cover

$1,169 (incl. $500 deductible) for repairs/replacement. After reviewing their determination and seeking to better understand how they arrived at their determination, I was informed that "the value for the items that needed to be replaced were determined by 'similar or like' items based on the discretion of the claims dept." Per the agreement, any article that is lost, destroyed, or damaged while in FlatRate's custody, FlatRate will "...(2) replace the article with an article of like kind and quality, or pay for the cost of such a replacement."

While I understand the terms in that the exact item may not be replaced, the definition for replacing items with "an article of like kind and quality" seems to be loosely defined. Specifically, on 2 items claimed, FlatRate's determination did NOT use items that are of "like kind and quality" and I'm left with the inability to replace the items they damaged with items of like kind and quality. Examples:

Damaged Item #1: USB Belt-drive Turntable valued at $260. Unfortunately, this item has since been discontinued by the manufacturer, and hence, damaged parts are unable to be repaired with replacement parts as none are available in the market since the product's discontinuation. FlatRate's decision on a "like kind and quality" was found to be an extremely cheaper non-USB portable turntable for only $73 with zero functionality/quality/capabilities even closely similar to the original being claimed. Perhaps the ONLY attribute similar to the original damaged is the basic ability to play vinyl records. To demonstrate how dissimilar of "like kind or quality" their determination was, I provided a detailed comparison chart to FlatRate which clearly shows the different specifications across vast attributes and functionality between their determination and the actual item being claimed. Again, I understand that the exact product may not be replaced, but at the very least, their determination did NOT comply with the terms within the agreement ("like kind and quality, or pay for the replacement of such item"). Perhaps the biggest issue is the inability to utilize USB-functionality (record, digitize, edit, software, etc) on FlatRate's comparable item, which was one of the main factors in my original purchasing decision which I used extensively.

Item #2: Restoration Hardware Table Lamp valued at $350. I originally purchased 2 matching table lamps ($700) to match bedroom furniture. FlatRate unfortunately damaged one of the two lamps, and their determination to settle the claim was valued at the cheapest item they could find worth $81 at Target for not only a completely different style and of lesser quality lamp, but for one that functions completely differently as well - a FLOOR lamp, not even a table lamp, let alone not matching the original as part of a set! I don't need a floor lamp, nor am I able to replace the damaged table lamp with any item of "like kind and quality" for just $81. Again, a detailed comparison chart was provided to FlatRate to show their determinations were not adhered to within the terms of the agreement.Desired Settlement: While I do NOT seek to receive the full replacement value for damaged items needed to be replaced, I do seek to receive reimbursement value for "like kind and quality" as set forth within the additional coverage protection contract. FlatRate's process in determining the value for items to be replaced clearly violates the terms; while instead, valuing replacement for damaged items using the least-expensive comps and neglecting the terms set forth within the extended coverage of "like kind and quality." At the very least, I have requested numerous times via email and voice messages to better understand their process; and/or to explain how they believe the determination to adhere to the terms. I have been unsuccessful for nearly a month as no correspondence has been made on their end. Simply, if they believe their determination to be lawful within the terms, then a detailed definition/understanding of how they define "like kind and quality" should be clearly stated on their end; especially on the onset of purchasing the coverage from the sales rep as was not the case for me. This loosely defined term(s) was not properly communicated nor has management provided details to support their determination. I would like to receive additional funds to replace the damaged items covered within the agreement with, at the very least, items of "like kind and quality" valuations.

Business

Response:

Hello,We apologize for the experience the customer had.Attached is the Bill of Lading (contract) outlining the terms of the coverage. Please reference section 7, number 2 which states, if the shipper (customer) selects Valuation Coverage, the carrier (FlatRate) will, at the carrier's discretion, replace the item with an item of similar or like kind. The claim was settled correctly per the terms of the elected coverage.Thank you.

Consumer

Response:

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,

Business

Response:

We have not violated the terms of the contract as we are able to replace items similarly at our discretion, which is outlined in the agreement. Unfortunately, additional compensation is not being awarded as the claim was settled correctly.

Awful experience!!!! DO NOT USE HIRE THIS COMPANY!!!!!

The name should not be FlatRate , they bring new fees and charges during the whole process after you paid the agreed amount.

They are incompetent , terrible employees, incredibly dismissive and unprepared.

And of course we had a big part of our belongings broken.

Seriously, stay away from them!!!!

Review: Retained FlatRate moving for their Elite packing, unpacking, and moving services. Met with sales consultant in advance of contract and discussed in detail our unique moving needs. We were assured all of the things we requested were part of their Elite service. Requests included detailed packing and unpacking services with a computerized photo inventory, where items are fully unpacked and organized similarly to how they were found. Also requested and were promised protection of special garments. We signed a contract for their elite services. One business day before our packing day, the sales consultant called to inform us of a price adjustment that he found. Price was reduced $500 because they had double booked their Elite teams. He told me that there would be NO change to our agreed services, but that the team would comprise general staff and foreman instead of the usual all-foreman team.

No Elite packers arrived. The two packers who did arrive were unaware of our contract. We tried calling FlatRate and were told we didn't purchase the Elite service because they didn't see it in their system. After repeated calls throughout the day to try to resolve, received a follow up phone call from a Sales manager who claimed that they were unable to provide the services we expected and it wasn't in the system. By this point, apartment was fully packed without the agreed photo inventory in an unorganized fashion. Sales manager offered compensation for the aggravation and promised "Elite" level and detailed unpacking services the following day. The offered price adjustment was never implemented.

On move day, movers were unprepared to protect valuable clothing as promised. We had to individually protect each garment on our own.

Unpackers did not arrive to our home on move day until after 5PM and told us they were at another job. Same two packers from previous day. Unpackers were in a rush to complete job. Items were crammed into cabinets and left in bags, etc. It took us weeks to find things they had put in non sensible locations. We had to fully remove and reorganize all of the apartment contents. We had been assured that with the Elite service that everything would be inventoried and properly organized.

We sent pictures and a 3 page document outlining the problems during and after our move requesting a refund. We were offered a partial refund of the value of the standard packing services (we had a contract for the elite services). The check was mailed to us with an endorsement section stating that if signed all claims against the company would be waived. We have not cashed the check. We reached out to FlatRate explaining that the compensation was insufficient and they stated that no further action would be taken on their part.

In short, we paid for services that we did not receive. The company changed our account in their records without our consent such that all support representatives had no record of our original agreement. Significant loss in income occurred due to unplanned time out of office to supervise unexperienced packers and to reorganize apartment that was to be done by moving company.Desired Settlement: Full refund of services to account for improper business practice of changing services without consent and additional aggravation and loss of income due to hardship caused.

Business

Response:

Hello,The customer did not pay for an Elite move. The customer received standard packing and unpacking services for a total cost of $886.50. $350 of this (approximately 40%) we gave back to the customer as a courtesy for any confusion or inconvenience they experienced. Thank you,

Consumer

Response:

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]

1. We hired Flat Rate for Elite moving services. Signed contract is attached. Also attached is a photo of documents movers had on move-day. Photo inventory was listed in instructions.2. While Flat Rate did reduce our price slightly before the move with a promise of the same services purchased, we did not consent to any change or reduction in services.3. Flat Rate (Chase V[redacted] verbally promised Elite services via phone. No new contracts were sent. 4. My wife is disabled and we need extra help. We would have cancelled the agreement if we had been told that the Elite services would not be performed. By changing services last minute without our consent, we endured undue hardship.5. Per our original submission, we acknowledged that FlatRate offered compensation for "any confusion or inconvenience" but this is not sufficient at this point. Failure to fulfill the contract is not satisfied by offering a slight discount. It also does not acknowledge the unfair business practices that we were subjected to.6. Our entire purpose of hiring Elite services was because we needed those services. By misleading us to expect those services and not delivering, we were placed in a compromised position. We were tricked into staying with the business instead of finding another who could fulfill our needs. We were unfairly misled and harmed by FlatRate. We lost income due to time away from work needed to address issues with incorrect service. We request a full refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Ryan G[redacted]

Consumer

Response:

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]

Signed Elite Move plan WAS received. A copy of the signed Elite plan, and a copy of the email sent to sales consultant have both already been attached to this complaint. Business has failed to acknowledge these pieces of evidence.We also provided a credit card number via phone to customer service to hold the Elite move per the plan on the same day. Revised Move plan WAS NOT sent.Please provide evidence of the sent revised move plan (how was it sent? email? please show proof). There is no record beyond the unsigned move plan attached by business to this complaint, we were never shown this. No record of email correspondence. No record of us reviewing the revised move plan electronically or otherwise.Businesses' responses are not addressing the fundamental complaint and instead providing inaccurate and untrue information.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Ryan G[redacted]

Business

Response:

Hello,The customer's attachments do not prove that it was an Elite move that was secured. A new Move Plan was emailed to the customer which reflects the price they were charged.Regardless, the customer did not pay for Elite services (they did not pay for Elite services and then did not receive what they paid for); the customer paid the correct amount for the service they received. They were also awarded a substantial discount for any confusion or inconvenience they may have experienced. A full refund, nor additional compensation is warranted as they received moving services. FlatRate maintains that the compensation awarded is fair. Thank you.

Review: I moved internationally and FlatRate broke my lock and opened my 'exclusive use container', and re-packed it into a truck for delivery. FlatRate did this without my knowledge or permission. They opened a personal box of ours, and resealed it. When we took delivery we found several items were missing from the box. I attempted to have this matter resolved but to date have had no response from the company. We will be filing legal action on too matters: Without any authorization or permission from me, not even phone call or email - they broke my lock and entered my container / they stole items from a box and resealed it.

I will never recommend them and strongly discourage anyone form using them.Desired Settlement: For FlatRate to compensate for the missing items.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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

Consumer

Response:

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 will email claims, however given the outcome thus far, we are now in the process of taking further action......

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I recently contracted Flatrate Moving to ship my belongings from New York to San Francisco, as I relocated for work. Everything arrived except my TV, with which the value (amount I originally paid for the TV - $1,549.99) totalled more than half the cost of the entire move. I am beyond disheartened that a company who specializes in moving short and long distances could lose such a large and valuable item. I trusted them with all of my things, some more precious than others and I never expected any of them not to show up in my new city. This has been a severe disservice to me, taking valuable time from work and personal hours to dispute the claim, and not to mention being without a TV for the last 2 month as well as having paid $150 for cable to be installed by [redacted] in anticipation of receiving my TV the same week. Furthermore, I don't have the luxury of purchasing a new TV, having just spent over $2500 on the move. I'm sure you can imagine how stressful and upsetting this experience has been for me. I believe it is only fair to provide proper compensation so that I may replace my TV. Please note, the amount I am requesting is not the value I paid for the TV nor does it take into account any pain and suffering or additional incurred costs (e.g. cable installation, missed time at work, etc.). I would merely like to be compensated in order to replace the TV.

As of now, I have submitted a claim to Flatrate directly and they have offered me a settlement of half the cost of replacing the TV. When I called to discuss the settlement, I spoke with a customer service claims representative who told me there was nothing she could do and when she transferred me to her supervisor's voicemail, the mailbox was full, prohibiting me from getting in touch with anyone who can speak with me further about my claim. Unfortunately, this has been typical of my conversations with the company since I started the process of filing a claim. They have neglected to show any sympathy or compassion towards me, instead treating me as a nuisance.Desired Settlement: I believe the only fair outcome would be for me to be refunded for the full amount of replacing my TV that was lost in the amount of $947.99 - as this was a breach of contract between myself and Flatrate Moving. See link below for the same TV that was lost. [redacted]

Business

Response:

This customer’s claim has been settled per the Bill of Lading and based on the valuation coverage at the time of their move. Pursuant to section 7 of the Bill of Lading, and confirmed by the customer’s own signature (see attached) for Valuation Coverage on their Bill of Lading for items that are lost, destroyed or damaged, carrier shall

assume liability for no more than sixty (60) cents per pound per article. Again, as we value this customer’s patronage and regret the issues that arose during

the move, the claim was not only settled above the 60 cents per pound in regards to the weights given, additional compensation was also given. This claim has been settled in accordance with the valuation coverage that this customer chose.

Review: I had merchandise in storage for 11 years, paid on average $220 a month. I got my merchandise out of storage and a carpet and chair were ruined. I want some reimbursement for these items and I also want my armoire moved to NYC for an agreed upon amount of $140. They are holding up the move and charging me for storage. This is a shaddy company and should be investigated.Desired Settlement: I would be happy with a small settlement for the ruined items. I would like them to deliver my armoire for the previously agreed upon price. I think this company should be investigated.

Business

Response:

FlatRate Moving is deeply committed to providing the highest quality of customer service to all of our customers. Per Section 6 of the Bill of Lading, claims are to be settled through a claims process and based on the valuation coverage chosen by the customer at the time of their move. While a claim had not been filed, we apologize for the lack of communication and are currently reaching out to this customer in order to process their claim and complete their move.

Review: Theft (grand larceny): An employee (mover) that handled our move on Friday, June [redacted] stole my Rolex watch. The customer service/claims process is unengaged, slow and unwilling to work with us to resolve this, and to reimuburse for the loss.Desired Settlement: Full reimbursement of the value of the stolen watch ($5,400); and a full refund of the moving fee (approx $1,800). Total reimbursment of $7,200.

Business

Response:

The complaint for this move came to the Customer Service/Claims Dept. Friday 7:30pm, the Claims/Customer Service Dept. hours are Monday – Friday 9-5pm. The Claims/Customer Service Dept. was closed when the initial complaint came in at 7:30pm, at 9:25 pm the dispatcher called the customer and advised the customer the truck was inspected and nothing was left in the truck nor found in the wardrobe boxes. The Claims/Customer Service Dept. associate spoke with the customer today June [redacted] 2014 10:20am, the customer service associate advised the customer that a claim form would be emailed with instructions and a claim would be opened for the “missing” item. The claim form was sent to the customer at 10:27am to the email address on file [redacted]. The Revdex.com complaint came through at 11:00 am after the customer was emailed the claim form, under no circumstances was the customer told we would not work with them to resolve the claim nor was the customer told by anyone in the company they would not be reimbursed. The Customer Service/Claims dept. is currently awaiting the submittal of claim forms and documents necessary to moved forward with the claims process.

Thank you

Review: Flate Rate has overcharged me by $412.50: $200 for "packing" and $212.50 for "extra inventory". These charges should be immediately refunded on the following grounds:

1/ Zuleika, the sales rep, confirmed $2,024 with me on November * after we updated the specifications to clear up some misunderstandings on the items to be moved. She explicitly guaranteed that there was no change in cost. I signed and confirmed that guaranteed rate at that time.

2/ Nevertheless, Flat Rate charged me for these additional amounts of $200 and $212.50 on Saturday November * one day before their movers had even come to my apartment and assessed the move. There was no grounds for doing so. They simply made up this notion of packing and inventory issues, charged me, and they're now trying to justify these charges after the fact.

3/ At no time did I authorize these charges to my credit card. I authorized $2,024 plus $450 for [redacted] insurance. I did not authorize the additional $200 nor the additional $212.50. I authorized only $2,024 on the forms I signed when the movers came to my apartment; I was told the $450 for [redacted] insurance would be charged separately. I have disputed the extra $412.50 in charges by Flat Rate with [redacted].

4/ I spoke three times with Carlos on Sunday November * during the move. He confirmed that the charge to me would be $2,024. I agreed to the charge and the move. If he had insisted on the additional charges, I made it clear in my call with him that I would refuse the move owing to this last minute bait and switch. The moving men will confirm that these conversations took place and you will see that they annotated and signed the documents accordingly confirming the $2,024.

5/ There is no extra inventory. I understand the move required more boxes than the original estimate. This is because the movers used smaller boxes than Zuleika indicated to me when we estimated the inventory size. She told me to use 2' cubic boxes and that's what I purchased. If the move took more boxes and more space, it is due to the packing style of the movers -- that's not my fault.

6/ Packing. There was absolutely no indication at any time of an charge for packing the furniture and larger, irregular items for the move: not in my discussions with Zuleika or Denise ([redacted]), nor with Carlos (Dispatcher), not with the movers. This packing was meant to be included in the original $2,024.

These extra charges for $200 and $212.50 are completely unjustified and I ask that they immediately refund them to my [redacted].

I also asked that one of them call me to resolve this. Instead, they email me only and now don't respond to emails.

The move reference number is [redacted].Desired Settlement: Refund of $412.50

Business

Response:

The customer was issued a refund of $415.20. The refund receipt is attached. We apologize for any confusion caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The proposed refund is satisfactory to me, but I have not yet seen it appear in my [redacted] statement. Please keep this file open until I can confirm that I have indeed received the refund.

Sincerely,

Review: I had used Flat Rate for two previous moves with absolutely NO issues so am a repeat customer and believed I was dealing with a reputable organization. I have just completed a move from CA to NJ. I paid for both complete packing services and additional insurance to cover full replacement value of my goods for $90,000. Upon delivery of my goods in NJ, the movers who were part of the delivery team were in complete dismay at the condition of the boxes and quality of packing -- they 'warned' me before they even started to bring the things into my home. They also took several photos of the boxes as the 'packing' job was completely unprofessional -- things were not at all wrapped, jewelry was thrown in the bottom of a box that was busted at the seams with no wrapping at all around it and all sorts of other items just thrown in with it. My dog's food was in a container and they threw loose tools and other items such as ceramic vases into the actual dog food. Completely UNPROFESSIONAL. I had a $1700 elliptical machine that was put on the track with ZERO packing materials around it whatsoever -- it was damaged and un-usable. Several other items were broken including things purchased overseas that are truly not replaceable. Additionally, I had a pair of Roberto Coin diamond earrings and one is missing - they were purchased for over $1800 (Roberto Coin is a known luxury brand). My house was also damaged on the CA end with corners on the walls hit so hard it went down to the metal. As I had purchased replacement insurance from Flat Rate for the move, I submitted my claim and have now heard back from them. They have indicated that they are not responsible to replace with the exact item but can replace with an item of 'like' kind. They have indicated my claim is closed and they will be reimbursing me for the $1700 elliptical at $277 which is the replacement value; and for the $1800 earrings at $219 which is the replacement value. They REFUSE to share how they have determined one would be able to replace these items with 'like or similar' items with their amount vs what they actually cost. And at the same time are willing to reimburse $120 for a bowl. Clearly they are NOT standing behind their product or their policy as they had extremely poor quality of service on their end and it is simply unacceptable. Had their movers simply covered the elliptical with a moving blanket it would not have been damaged. And had they wrapped any type of paper around the jewelry box the earring likely would not have been lost. This makes me wonder how the Revdex.com can possible rate them as positive?! I would NEVER recommend anyone utilize this company for any move large or small as they are NOT reputable and NOT willing to stand behind the poor service they delivered which resulted in damage and loss to my items. The movers on the NJ end were perfectly fine and actually extremely concerned with my goods but if you are in business you must stand behind ALL of your employees and deal with the consequences when you have employees who deliver poorly and damage goods. I respectfully request proper reimbursement for my items VERSUS an extremely mis-guided attempt to bait and switch. I paid over $1000 for the additional insurance and expect that to be honored.Desired Settlement: FULL REPLACEMENT VALUE, PERIOD. OF the products Flat Rate damaged and lost.

Business

Response:

Hello,We are very sorry for the experience the customer had. The claim was processed correctly per the terms of Bill of Lading (contract). The claim documents are attached as well as the Bill of Lading. As per section seven of the agreement, items can be replaced with an item of similar like and kind at the carrier's discretion. Four of the six items claimed were awarded at the customer's indicated replacement value, as a courtesy. Two items were replaced with an item of similar like and kind ("replacements" attached). The repair cost for the wall damage was awarded in full.Thank you

Consumer

Response:

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:

Flat Rate Movers DID NOT replace my item with LIKE OR SIMILAR quality! They offered an amount of $277 for a $1800 item and $217 for a $1600 item. Interesting that they offered to pay the full/exact amount for the items of lessor value but for the two expensive items they do not even get close to the value -- one of these items, the AFG 4.1 elliptical machine can be purchased today so it is absolutely possible to find the same product. The other item - the Roberto Coin earrings may not have the exact item but you can purchase Roberto Coin earrings. They are branded items and not of $217 in quality. NO ONE from the organization will contact me or explain how they believe you can find a similar or like product for the amounts they are proposing. This is simple FRAUD. They clearly state the valuation to replace the product or for one of similar or like quality -- how is what they are proposing to do following through on that? Are my next steps to engage legal council?????

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are sorry if the customer feels the quality of the replacements are not of what they own. We are able to replace items with similar like and kind (not quality), at our discretion. Any items replaced at full value were done so as a courtesy.

Review: COMPLAINT OUTLINE:

This complaint pertains to the cumulative of 3 related FlatRate moves, outlined as follows:

A. 1st Move, #[redacted] – [redacted] – [redacted]ALL DOCUMENTS CAN BE PROVIDED UPON REQUEST - WE DID NOT SEE A WAY TO UPLOAD ALL SUPPORTING DOCUMENTATION[redacted]

SPECIFIC GRIEVANCES:

1. BINDING ESTIMATE INCREASED $617.73 DAY OF 1ST MOVE: FlatRate representative Saadi A[redacted] came onsite on 3/*/2015, walked through apartment noting all items, and provided a guaranteed binding estimate of $3,899.12, which is paid in full in advance (Please see attached DOCUMENT 1). Day of move, FlatRate calls and says we need to pay an additional $617.73 in various charges before they move us, for a total of $4,516.85 (DOCUMENT 2). Please note: the move has already been paid for in full; elevator reservations, coordination with the building, etc. has already been arranged for that day only; and most importantly, this is the day the lease ends and residents must move out, all of which FlatRate representatives knew. Faced with no alternatives, this extortionate fee was paid.

2. VALUATION TERMS CHANGED DAY OF MOVE: Prior to the day of the move at the time of payment, all paperwork and correspondence explicitly stated that in the event of damage or loss to property, the property would be repaired or replaced at full value up to $30,000 or $1.25 per pound, whichever is greater; this includes correspondence with the FlatRate representative Saadi A[redacted], information on FlatRate’s website (DOCUMENT 3), and all 3 FlatRate Move Plans sent to us in advance (DOCUMENTS 4, 5, and 6). Day of move, after most goods were packed on the truck and when the movers were almost ready to leave, I’m told they will not leave unless I sign different paperwork which includes a Bill of Lading that contradicts all previous valuation discussions and terms (DOCUMENT 7). We have never seen this new paperwork before. We’re told we cannot change the new paperwork and must sign, but can discuss it later with the sales rep. Since the move had to happen and the movers needed to leave the building soon, the documents were signed. Simply put, the valuation policy FlatRate is citing for claims denials was never provided at the time of payment or anyday thereafter until after the move started.

3. MISLEADING CLAIMS PAPERWORK: After explaining that the items were lost/damaged at some point throughout the course of 3 moves, but having no way of knowing at what point the items were lost/damaged, we are told by FlatRate representative Saadi A[redacted] and the Claims Department that we need to file 1 claim only for everything, and use claim #[redacted] (DOCUMENT 8). After following these instructions and submitting the Claim Form for $5,817.46 in lost/damaged property (DOCUMENT 9), a settlement check of $600.00 was issued because most items were denied and/or unacknowledged. This was brought to the attention of Claims and Legal, at which point we are told by David G[redacted] in Legal that the claim only pertains to move #[redacted] specifically, which that move did not include some of the items listed as lost/damaged, and any items outside of that would not be honored. In other words, if we wanted to address the other moves, we should have filed separate claims, which we were told not to do by the Claims Department.

4. ACTUAL CLAIMS AND “SETTLEMENT”: Claims “settlement” ignores the majority of the items lost/damaged. After Claims department refused to address the “settlement” further, I was directed to David G[redacted], who states that the items in question either a) never existed, or b) were packed in a box and therefore assessed based on weight. While some of these items would fit in a box, most would not. The 2 large shower caddies/shelving units and standing towel rack were not put in boxes nor would they have fit in boxes, despite what Mr. G[redacted] claims, and as such, should be assessed directly as the furniture pieces that they are. Mr. G[redacted] also said that he reviewed the paperwork and there were no rugs (DOCUMENT 10), yet the inventory list FlatRate sent us includes several rugs, 2 of which are large area rugs (DOCUMENT 11, Page 2) as described in the Claim Form.

Additional and specific problems with the settlement:

a. Replacement value of the toy chest assessed by FlatRate Claims does not include tax. The toy chest could not be replaced without paying tax and delivery on it, which was an additional $130.95, and should be amended to include this real cost

b. Furniture pieces that FlatRate categorized as boxed items would not actually fit in a box (2 large shower caddies/shelving units and 2 freestanding towel racks), with actual replacement values of $163.31 and $433.32 respectively

c. Area rug was excluded – Mr. G[redacted] said it didn’t exist; however, it is on FlatRate’s inventory list, which has a replacement value of $1,740.91

d. Giant special edition stuffed animal was also categorized by FlatRate as a boxed item, yet it also would not fit in a box, which has a replacement value of $600.00

Regarding the assessment based on weight, this was never agreed to when we decided to hire FlatRate for the moves. All of the discrepancies and unacknowledged items should be repaired/replaced/reimbursed per the terms agreed upon at time of payment and original paperwork. Being forced to sign new altered and contradictory paperwork the day of the move – after the move was paid for and nearly everything was loaded on the truck – does not constitute a voluntary agreement to a change in terms. Given the circumstances FlatRate imposed, there was no choice but to sign the new paperwork that altered the original terms of full valuation coverage.

5. LEGAL DEPARTMENT “SHOULD HAVES” AND HIGH-VALUE ITEMS: We are told by David G[redacted] that we should have declared all of the Claim Form items under the Excess Declaration clause that specifies “[redacted]” It should be noted that given the weight of all items on the Claim Form, none of the items on the Claim Form exceed a value greater than $100 per pound. Furthermore, we were specifically told that Excess Valuation was only necessary if we were transporting jewelry, of which there was none. The remaining items, we were assured, would be replaced or compensated at their replacement value. For the items not part of that specific move, David G[redacted] also said too bad, we should have filed 3 claims; however, we were told by Saadi A[redacted] and the Claims Department to file only one claim for everything.

6. SETTLEMENT PAPERWORK, PRIVACY VIOLATIONS, AND RETALIATION: In addition to paperwork pertaining to the claims of the MacKenzie move (DOCUMENT 12), we received paperwork for someone else’s move – referencing a $175.00 check for a claim #[redacted] for a move filed on 12/**/2013 (DOCUMENT 13). The negligence and carelessness of this company is a great concern; it’s unsettling to think that if this happened with someone else, it’s entirely possible that our privacy has been violated as well. We seriously question the safety and security of our records, especially in light of the allegations that FlatRate called the employer of a woman who filed a complaint against them, as we’re filing a complaint.

7. BILL OF LADING VIOLATES FEDERAL LAW: Section 6 states that “claims for loss or damage must be filed within ninety days after the delivery of the property” (DOCUMENT 14, ALSO 7). Consumers have 9 months to file claims. Section 5 contradicts all other paperwork we received, specifically all paperwork that was provided to us at time of full payment.

8. VALUATION COVERAGE PRACTICES VIOLATE FEDERAL LAW: At the time of purchase or at any time prior to the move, FlatRate did not provide us with the same valuation terms that their Legal Department later cites for claims.

CLOSING NOTES:

There had been several attempts to settle this claim reasonably to no avail. The FlatRate Claims department became unresponsive despite several attempts to get in touch with them, and David G[redacted] of the Legal Department quickly became hostile, verbally abusive, and uncooperative in his communications. This in turn feels like the next step in trying to reach a fair and equitable resolution.

The lack of professionalism and the dismissive and condescending behavior of the FlatRate representatives are unfortunate in this day and age. But the fraudulent and deceptive business practices that have robbed us and likely other consumers out of thousands of dollars is simply unacceptable. FlatRate’s bullying tactics to intimidate individuals are a disgrace. I would ask that their business be reviewed more closely and this complaint be thoroughly addressed. Thank you in advance for your assistance.Desired Settlement: SETTLEMENT REQUESTED:

We are simply asking for the replacement/reimbursement of all items on the Claim Form in the amount of $5,817.46, in addition to a refund of the overcharge of $617.73 on the day of the first move. Given the aggravation pertaining to FlatRate’s fraud, bait-and-switch tactics, and other illegal activity, all of the time, hassle and months of correspondence, we are asking that the $500 deductible be waived. In total, we are requesting $6,435.19. The $600.00 settlement check previously issued that by signing declares “release and forever discharge FlatRate Movers Ltd. and all of its agents, employees and principles from any and all claims of whatsoever nature relating to the aforementioned move, damages loss and or services performed” will not be cashed and will be destroyed.

Business

Response:

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,

Consumer

Response:

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:[redacted]PLEASE NOTE: THE REMAINING DOCUMENTS HAVE BEEN E-MAILED TO [redacted] WHO IS HANDLING THE CASE. THE REMAINING DOCUMENTS EXCEEDED FILES LIMITS. WE WANTED TO ENSURE THE PAPERWORK WAS SUBMITTED THROUGH THE OFFICIAL CHANNELS, SO WE ARE RESPONDING TO THE LINK RECEIVED VIA THE E-MAIL FROM THE Revdex.com, AND SENT THEM ALL TO [redacted] AS WELL.[redacted]

Just as FlatRate altered the date (this says 9/**/15),they also altered the total. Attachment 1 shows our guaranteed binding estimateAFTER FlatRate sales rep Saadi A[redacted] came onsite to the apartment and reviewedEVERYTHING. It was the day of the move that FlatRate suddenly tacked on $617.73extra. The Valuation Agreement and assurances made prior to the day of the moveall contradict the settlement terms and the "new" valuation terms wehad to sign the day of the move, when we had no opportunity to change anything.Contrary to what FlatRate claims, they did not acknowledge the majority ofitems, namely area rugs among other things. Even their weight/boxes claim -which was not agreed upon at time of payment - contradicts itself because theselarge area rugs would not fit into boxes like they're describing.This is an unethical, shady business with deceptive and questionable businesspractices. They clearly have no problems doctoring paperwork and alteringterms. They also don't provide copies of receipts - they instead send a link toview your receipt which suddenly becomes deactivated and unviewable oncee-signed, so there's no way to print a copy at the time. We chose FlatRatebased on their website promises and all of the promises made by their sales rep,and based on the initial paperwork that echoed both what the sales rep andwebsite promised. Changing the price, the terms, the coverage, and everythingon the day of the move weeks after payment had been made is not what we signedup for.They are still ignoring the items damaged and "lost" or stolen bytheir careless crew, which totaled and disregarding the price gouging the dayof the move - which again, we had an onsite visit with a binding estimate of$3,899.12 that jumped the day of the move to $4,516.85.With regard to what they said - "All customers are informed that they canonly file one claim per move, not just one claim," please see Attachment3. FlatRate was aware of the situation that there were 3 moves, but we againwere specifically told to file one claim. Not linking these moves togetherwould dispell any liability for FlatRate; if the rugs were moved with the firstmove which were confirmed and signed off on, but didn't arrive with the secondor third moves and thus were not on those new inventory lists, they wouldobviously claim that they didn't move the rugs, citing the new inventory listsbecause there were no rugs on those lists, and they're considered separatemoves.On a side note, page 25 of the Valuation Agreement paperwork has Section 6highlighted where FlatRate explicitly states that consumers only have 90 daysto file a claim. They're lying to the Revdex.com about this, just like they're lyingabout everything else.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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

Consumer

Response:

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: All documents have been reviewed; documents provided by FlatRate contradict documents we have provided, that FlatRate provided us initially. FlatRate is deliberately attempting to refuse responsibility and we find this unacceptable. FlatRate overcharged over $600 the day of the move after a full review of items being moved, and they are not honoring their promises to provide valuation coverage of $30,000 to cover our $5,000+ in damaged and missing pieces. Because of their initial promises and our documentation of the facts, FlatRate's "new" documents we find are insufficient as an excuse to avoid payment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In April of 2015, I contracted with Flat Rate Moving to move and store my furniture and personal effects for an indeterminate period. The move was billed at $1,505, and the contract stated that I would be charged $180/month thereafter (with first month free) for storage of my items. I then moved to Australia (where I currently reside) for a job. In December, I received a notice from Flat Rate that they would be adjusting the rate for my storage (though no information was given as to what the new rate would be), and in January, I was billed $278 (my "new rate" for storage). In short, without any agreement from me, Flat Rate Moving increased my charges by 54% over the rate we contractually agreed upon. What makes this doubly frustrating is how little I can do about this as a US citizen living in Australia (in other words, I can't simply organize a new storage company to come pick it up).

In summary, I signed a contract wih Flat Rate Moving eight months ago to store my items for $180 per month. Suddenly, without my approval and when I am in a position where I can do very little, they have increased my charges by 54%. This is usurious and akin to loan shark behavior. Further, I believe it is illegal and I would appreciate your help.Desired Settlement: I would like to be credited for the 54% over-billing in January, and I woudl like for the rate charged for my storage to return to the $180/month contractually agreed upon 8 months ago.

Business

Response:

Attached are the signed documents pertaining to this move into storage, as well as the letter sent to the customer. The storage rate did increase. We apologize for any inconvenience this may cause.

Consumer

Response:

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 documents that Flart Rate sent through proves my point and negated their position. On page 4 of their attachment, dated 4/**/2015, their contract states: "Storage @ $180/Month" and "Our price is GUARANTEED and ALL INCLUSIVE". Nowhere in this docuiment does it say the company can chnage the agrred upon price at their discretion - something no reasonable person would agree to. I believe their 55% price increase, without my agreement, 7 months after a contract is signed is illegal, and I seek remedy. Thank you! I would like overbillings to date reimbursed and continuation of storage at the agreed upon rate. It's both illegale and unconscionable to do such a thing as they have tried (especially when the customer is thousands of miles away and obviously limited in capacity to respond). Thank you! The documents that Flart Rate sent through proves my point and negates their position. On page 4 of their attachment, dated 4/**/2015, their contract states: "Storage @ $180/Month" and "Our price is GUARANTEED and ALL INCLUSIVE". Nowhere in this docuiment does it say the company can chnage the agrred upon price at their discretion - something no reasonable person would agree to. I believe their 55% price increase, without my agreement, 7 months after a contract is signed is illegal, and I seek immediate remedy. I would like overbillings to date reimbursed and continuation of storage at the agreed upon rate. It's both illegale and unconscionable to do such a thing as they have tried (especially when the customer is thousands of miles away and obviously limited in capacity to respond). Thank you! In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Once again, FlatRate has not done anything illegal. There was a guaranteed move price. The storage contract that the customer signed states that storage rates can change.

Consumer

Response:

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:

[This response remains insufficientg for FlatRate's unethical and illegal behavior. I cannot understand how anyone there thinks such a thing could be a justifiable thing to do to a consumer. Revdex.com, please help or suggest some means of arbitration.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: After over 30 days or trying to get a response about an insurance claim Flat Rate only responded when I threatened legal action. Then they emailed me saying they were sending a check. No check came and they claimed they were sending another check. Still no check and now they refuse to respond to emails or calls.Desired Settlement: I want my money ASAP. Additionally they are clearly trying to make it so difficult to force them to pay claims that people give up. I believe this is unlawful.

Business

Response:

[redacted]'s original check was lost in the mail. A new check was issued and mailed via fed-ex to [redacted] was advised of the new check and sent a tracking number (see attached screen shot of email).Thank you

Review: I had a great experience with Flatrate up until my delivery date. Aside from Flatrate delivering my furniture passed the delivery window given to me some of my things were missing and broken. When I received my furniture I noticed that two of my boxes that were labeled "electronics and mix" were opened and retaped. I did not give too much attention to this because I was paying a lot of money for the delivery and I did not think that Flatrate employees would go into my furniture boxes. The boxes clearly had a cut through the tape along the seem and then were re-taped the opposite way. At first I thought maybe the box opened and it was secured but then as I started to assemble my home office I could not find my external hard drive with all of my documents and sensitive government materials. I did find on the other hand, the bubble wrap that I used to secure it.. Before jumping to any conclusions I waited to look through the whole box. My Beats by Dre headphone case was also left behind in the box without any headphones or the accessories that come with it (cable and cleaning wipe).. At this point I realized that my things had been stolen. In another box I had a plastic bag full of wire accessories and small electronics. This bag was ripped open and my Sony Cybershot camera and google chromecast device were taken. In another box labeled Fragile a custom Alaskan flower vase was broken along with a dinner plate.

I reached out to Flatrate Moving in hopes that they would be able to review their cameras and return my things. Instead I received a settlement of $120 because under their insurance policy they insure 60 cents per pound of the item. I would understand if my things were damaged during the move but 5 out of 7 electronic items (totaling $994) never made it to my home. These items were stolen while in Flatrate Moving possession. It's not ok for customers to trust Flatrate Moving because of their "Flatrate price" and then have things stolen from their move.Desired Settlement: I would like my stolen items to be returned or a refund for the value of my stolen items.

Business

Response:

Hello,All claims for missing and/or damages items must be settled in accordance with the type of coverage the customer elected for their move, regardless of how the items came to be missing or damaged. All moving companies are required by federal regulations to offer $0.60 per pound Minimum Liability coverage, which is what the customer chose. We greatly exaggerated the weights of the clients items in order to maximize their claim settlement. We are very sorry for the experience the customer had. If they feel there was theft, we encourage them to contact the proper authorities to conduct an investigation, which we would certainly cooperate with. Thank you.

Consumer

Response:

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,