Flatrate Moving

Review: Contracted for flat rate move at $1608.00. Price was negotiated down to that amount. Flat rate movers packed storage units so knew or should have known of volume of items to be moved. Day of move advised that volume was underestimated and an additional $350 charged for "flat rate " move which brought price up to original estimate. Company misrepresents in advertising that there will be no increase and no surprises day of move. Allege low price given for initial contract then increased day of move .Desired Settlement: Refund of all or part of $350.00

Business

Response:

The $350 charge has been reversed. The refund receipt is attached.

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 hired them for my move from New York to California. During the estimate, I was told to sign up for "insurance" which I didn't learn till after was "valuation coverage." Not quite sure what that means, wasn't explained to me either. I have A LOT of valuable things in my apartment, from furniture to clothing. When my things arrived in California, I noticed several things missing, including a mirrored dresser, which was delivered a week later after they "found it in the warehouse." I also had an Hermes belt valued at $1200 missing, two Louis Vuitton belts valued north of $500, and two bottles of champagne valued at $500 each approximately. They reimbursed me $515 out of the north of $3000 worth of missing items. I don't even know what else is missing to be honest, but I am sure more is. I had asked them about their insurance that I paid extra for and they mentioned to me its not insurance its called valuation coverage. I will never recommend or use these people again, they violated my rights and stole personal things that I worked hard to get.Desired Settlement: I would like the face value of the items they stole from me. I would also like an apology from them and an investigation as to who stole my items as they should be prosecuted for theft and burglary.

Business

Response:

Hello,We are very sorry for the experience the customer had.Attached is the customer's signed Move Plan which states on page 2 that they have Valuation Coverage; it is not insurance as we are not able to sell insurance.Also attached are the customer's claim documents. You will find the claim form they sent us which includes 1 belt and 2 bottles of liquor. Attached you will find an email from the customer with links to these items. The link for the belt that they provided reflects a cost of $815. Also attached is the settlement letter they received and the initial claim email.All items that the customer claimed were addressed in their settlement. Courtesy compensation was awarded. As per the terms of the agreement, tax is not covered.We certainly do conduct internal investigations. If the customer feels this was theft, we encourage them to contact the proper authorities and we will certainly cooperate with any police investigation.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]

The company failed to tell me that one claim is accepted per move, I was not fully unpacked until weeks later, realizing then more of my stuff was missing. The first claim was the missing dresser, the Hermes belt and the two bottles of champagne. After going back and forth with them they gave me $515, far less than the value of the goods. I then noticed I had more items missing, so I called them again and they said they cant do anything about it because I already filed one claim. They FAILED to tell me its one claim, otherwise I would have waited, on top of that they pushed me to buy the insurance which I learned later is not considered insurance. If I were in NY still I would have filed a report with police, but I am no longer there. The individuals dropping off my items in California, to the best of my knowledge, were not responsible for this as I unpacked all of my items. The movers from NY or mid way through their trip to California is where the items were stolen. The company needs to do the right thing and reimburse me for the stolen goods. Again, I was sold on INSURANCE, NOT valuation coverage. I don't know what valuation coverage means.

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

Sincerely,

Business

Response:

Hello,The customer was not sold insurance. FlatRate does not sell insurance. The Move Plan was received and signed by the customer before the move happened and shows that they purchased Valuation Coverage. The email the customer received initiating the claim states "*Make sure to list all items in your claim before sending, as additional items will not be accepted after submission." This email was attached as well.Thank you.

After speaking to several moving companies and getting estimates, we decided to hire flatrate moving. Their professionalism and pleasant helpful demeanor, as well as the moving quote provided(which was very competitive) helped make our choice easy. From the first conversation with an estimator, to the last piece of furniture brought into our new home and set up and placed by the actual moving team, our experience with this company has been wonderful!...The moving crew led by Bashiru i[redacted](the foreman) were right on time as promised, they handled all our delicate expensive furniture and possessions with blanket wrapping every piece. They crated all exposed glass such as mirrors and table tops as etc and drove to delivering our shipment in a very safe and timely manner! .............My sister and I consider ourselves very lucky to have choosen this moving company and highly recommend them to anybody looking for fairly priced dependable movers!

Review: The primary problem is that Flatrate, after completing its suspect service, refuses to respond to my calls and emails. I am owed money (via a mail-in rebate) that I was never given; also, several of my belongings were damaged in the move. The service was poor, and my primary sales contact has not been willing to talk to me. While many of the issues below may seem petty, taken in sum, along with the coupon owed to me, we are very disappointed. Here are some of the specific issues:

- our entire sound system (Blu-Ray, subwoofer, speakers, etc.) was just placed into boxes and not wrapped with any papers or bubble wrap; 2 satellite speakers are now broken; I’ve never not had expensive consumer electronics wrapped/protected

- bedroom furniture was placed in random/incorrect rooms – the dressers (or beds) were swapped and I have to hire movers to put the furniture in its correct place

- crystal picture frame was packed into a box with no protective papers or wrapping and broke

- furniture was not put back together despite this being part of the service (for example, the glass table tops were nowhere near the tables themselves)

- in order to take back some of the wardrobe boxes, the movers disrespectfully dumped all of its contents onto the floor

- we were charged extra for a couch (to be moved down a stairwell), despite Flatrate coming to do an estimate before the move and taking note of the couch/incorporating into the estimate

- we were promised the movers would deliver to us a $125 coupon to mail in for credit; the movers claimed to have no knowledge of thisDesired Settlement: At the very least, I am owed the $125 coupon. On top of that, I think it would be fair to be compensated for the damaged belongings. I don't understand why Flatrate would not respond to me when presumably my cost of service included insurance coverage.

In any case, there is rarely a good excuse to be ignored as a customer.

Business

Response:

We have addressed with the Relocation Consultant the delay in responding to the rebate. We sent an email to the customer with an apology and a resolution to the rebate. Due to the length of time it took to send the necessary paperwork to process the rebate, we refunded the customer’s credit card in the amount of $125(see attached receipt). The damage complaint was sent to the incorrect dept. we have emailed a claim form to the customer to file a claim and also advised the customer any other issues will be addressed at the same time along with his damage claim. The customer has yet to respond to emails sent.

Review: My daughter is a teacher and has taught in New York for two years and is now home here in Pennsylvania. Her contract was up and she enlisted this company that moved her from Pennsylvania to New York and now has moved her back to Pennsylvania.

The company called Flat Rate Moving, [redacted]. Telephone number: ###-###-####

The total for the move was $1627.00. I used my credit card to hold and pay for the move. My daughter was in New York the day of the move, July **, 2015, I was here to wait for the movers at the storage area. We have emails to verify these things.

When the movers got to her apartment on July ** (her lease was up and she had to move on this date), the drivers required a $300.00 tip before they would start loading the truck. My daughter called the moving company and left several messages without anyone calling her back. She had to go to the bank to get the $300.00 cash before they would load the truck. She was also supposed to get a $125.00 credit because she was a previous customer. They refused to give that to her sighting that it was their busy time and they could not honor that credit.

I did not know any of this until the movers got to the storage in Pennsylvania to unload. My daughter called me to tell me this.

I immediately called my credit card company and put a hold on $500.00. I faxed all of the emails to my credit card company. They told me that they had talked to the owner and they would refund the $125.00 to my credit card. That was all. The credit for the $125.00 was received.

My credit card company said that they could not go after them or pursue them for the tip because it is a non-refundable fee, although there is nothing in the contract that says they could require or even ask for a tip.

Is there anything I can do?

Thanking you in advance.Desired Settlement: Refund of $300.00

Business

Response:

We have attempted to contact the customer directly in order to resolve this (see attached email) and have not received a response.We would like to know if the customer would like to leave any gratuity for the movers, or if they would like to receive the full gratuity back.

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 spoke to Shantel today, October *, 2915, from FlatRate Moving, and they gave agreed to refund the $300.00 to me. The check should arrive within 7-10 days. I do not want to close this complaint until a actually receive the check.

Sincerely,

Review: I am writing this letter to complain about the moving services I received from Flatrate on 6/**/2015.

My move was scheduled to start between 1-3pm on 6/**/2015 from [redacted] to [redacted]. (it was a less than 20 blocks move)

At 2.00pm on 6/**/2015, when the movers didn’t show up, I called customer services and I was assured that the movers would arrive at 2.45pm (they said it was still within the stipulated time of 1-3pm range so that was not against their promise/policy) and the move will be done by 5.00pm. I told the customer services representative that my new co-op building (at [redacted]) was very strict about no moving during evening hours (after 5pm). However, after multiple phone calls and waiting time, two movers finally showed up at around 5pm (instead of 3 movers as promised, I was told that the third mover showed up much later). I had no choice but to proceed with the move as my lease ended on 6/**/2015 at the old place.

After waiting till 7pm at my new apartment at [redacted], I called the customer dispatch again and after being put on hold multiple times, the customer representative told me that Flatrate was unable to send more people to expedite the move. I was basically told that they couldn’t do anything about it despite it being their fault and I just had to voice my complaint to Flatrate customer services the next day.

The movers arrived at my new co-op building at around 9.15pm (I told them that this wasn’t acceptable, but I was forced to continue with the move as I wasn’t given a choice) and they completed the move at 10.35pm with complaint from neighbors due to the noise and with my help (I had to physically move my own my stuff from the truck despite paying for a very expensive moving services because it was already so late). Flatrate knows full well that a move is not allowed at evening hours in most buildings in Manhattan and I also told them about no moving policy during evening hours in my building too (feel free to check their recorded customer services lines as I called them at least 10 times that day to talk about this).

In addition, the moving services include reassembling the furniture that was disassembled during the move. But since the move ended at 10.**pm and my neighbors were complaining about the noise, only my bed was reassembled (other furniture such as desks, etc were left disassembled).

The extremely late move and the noise caused massive inconvenience to everyone in the building. I had received multiple complaints since 6/**/2015 regarding the 10.**pm move and a warning from my co-op board. Thanks to Flatrate, I am "public enemy" #1 the first day I moved into the building.

The moving crew from Flatrate said they received the job very late from the company (it looks like Flatrate was using outside contractors); and hence the late move. I gave them a very generous tip of $360 because they worked really hard and had to miss dinner with their family due to the late move as well. I also had to wait in my new place from 1pm to 10.**pm and didn’t get dinner too thanks to Flatrate.

I contacted Flatrate customer services right away (on 7/*/2015) to complain about these issues. After countless phone call and emails, they finally agreed to give me a courtesy compensation of $75 for the inconvenience and unsatisfactory services on 8/**/2015. Until now, I have not yet received the $75 check. I also asked them for the rationale on how the $75 courtesy compensation was determined on 8/**/2015, but they didn’t provide any explanation. On my latest email to them today (8/**/2015) to inquire about the rationale, they refused to provide the explanation and said the decision to provide $75 compensation was final.

I hope Flatrate will give me a fair compensation for the inconvenience caused and so that I can hire people to assemble the furniture that was supposed to be assembled by the movers. In addition, I also want to use the compensation to get gift cards for my neighbors as a token of apology.

I paid $1,205.49 to Flatrate and $360 tip to the movers. That was a total of $1565.49 for their appalling services. I was promised a “perfect move” with outstanding customer services and established infrastructure that includes efficient planning and dispatch office… (as advertised on Flatrate website). I got none of that but problem during my move and I had to help with the move myself. In returns for all the troubles they caused, they were offering $75 as a compensation for their false advertising and horrible services. $75 is just 4.8% of the amount I paid for their services. I can get 10% on moving services from advertisement posted on [redacted] alone. The $75 compensation is extremely inadequate vs the amount I paid them. I hope to get at least **% (**% on $1565.49 equals to $469.65) compensation from Flatrate.

My claim/reference # with Flatrate is [redacted].

I wish BBA will help me resolve this issue with Flatrate. Thanks.

Sincerely,

[redacted]Desired Settlement: I paid $1,205.49 to Flatrate and $360 tip to the movers. That was a total of $1565.49 for their appalling services. I was promised a “perfect move” with outstanding customer services and established infrastructure that includes efficient planning and dispatch office… (as advertised on Flatrate website). I got none of that but problem during my move and I had to help with the move myself. In returns for all the troubles they caused, they were offering $75 as a compensation for their false advertising and horrible services. $75 is just 4.8% of the amount I paid for their services. I can get 10% on moving services from advertisement posted on [redacted] alone. The $75 compensation is extremely inadequate vs the amount I paid them. I hope to get at least 30% (30% on $1565.49 equals to $469.65) compensation from Flatrate.

Business

Response:

The customer was awarded $75 in courtesy compensation for any delays and inconvenience caused. In addition to this we have offered to pay any fees incurred by the co-op board for building/elevator overtime. The move was completed in its entirety.

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]

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

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

Sincerely,

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]

Let's stop this useless process and get a mediator involved? Obviously Flatrate has no business ethic and does not care for its business reputation. There is no point continuing with this process if Flatrate insists on responding in the same unhelpful matter. This is not a way to resolve any problem

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

Sincerely,

Business

Response:

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

Review: On June **, 2013, FlatRate removed from their NJ storage facility items that we did want removed - and items that we did not want removed (some were large, some small). When they arrived at our home, we indicated that the items that we did not want removed should be returned to the NJ location. Instead, the contractor for FlatRate delivered the small items to the Bronx location; never returned the large items to any FlatRate location; and opened an account for charging us to store items in the Bronx.

Since then, we have been in communication, in person, by email, and by phone, repeatedly, but to no avail.

They continue to charge us for storage in NJ (!), now charge us twice a month (using two different account numbers) for storage in the Bronx, and still claim that they're working on finding the large items.

And all the while, they've been increasing the rates for storage!

Enough.

Reimburse us for the furniture that was "lost" and for the storage charges we have been paying all along for space that even FlatRate has admitted it does not use for storing our items.

And, finally, reimburse us for the "late payment fee" that was erroneously charged to us when FlatRate (1) stopped automatically charging us for two accounts - - at a time when it seemed to truly be trying to figure things out - - and then (2) resumed charging us, and apparently realized a month had gone by in which they charged us for only one storage unit, not two.

[redacted] Note: See Account numbers two-two-one-three-seven-zero and five-eight-seven-one-six-zero and job numbers five-two-seven-eight-one-three, five-eight-seven-one-six-zero, and six-one-six-zero-eight-seven.Desired Settlement: 1. Reimburse us for the furniture that was "lost."

2. Reimburse us for the erroneous storage charges after June **, 2013 for NJ.

3. Reimburse us for the erroneous second storage account charges in the Bronx.

4. Reimburse us for the "late payment fee" of $25 on May **, 2014 under Account two-two-one-three-seven-zero.

Business

Response:

The customer account has been updated and refunded accordingly (please see attachments), a claim was never opened for items missing. The customers have been sent a claim form to start the claims process on the missing items. Customer have been notified of refund and update to the storage account and the claim form was emailed to the customers attention. We deeply apologies for any inconveniences this may have caused the customer. Thank you

Review: Flat Rate Movers Ltd. damaged 13 of 28 stairs on two stair cases in my apartment building when moving their client, my former tenant, on October **, 2013. They broke pieces off the stairs and actually took the pieces with them when they left so that I couldn't try to repair the stairs. Their client, my former tenant, had insurance through Flat Rate Movers, Ltd. as part of the fee for his move, so I have been trying to get them to reimburse me for the repair cost of $4880 since that time. They first claimed that their staff did not use equipment on the stairs, but we have two witnesses that saw them using the equipment on the stairs instead of carrying the heavy furniture down the stairs so they stopped denying the use of the equipment.

They have consistently avoided phone calls and did not reply to emails for quite some time. Now when I ask for an update, they say they are still reviewing the claim. It doesn't take over 8 months to review a claim. They knew that the estimates that they made me get were only good for 30 days and that the stairs needed to be fixed immediately because they were dangerous. They said they would reimburse me for the estimate cost of $100 since they required multiple estimates for the claim, but when the check arrived it had wording to the fact that it was a final settlement of the claim if it was signed (a little claim's department trick for the unsuspecting I suppose), so I haven't even been reimbursed for the estimate that they made me get.

I fully intend to file in small claims court since I have already completed all of the required forms, but that will cost me additional time and money up front for filing and serving (and them as well since the court will require them to reimburse those costs). Hopefully they will want to avoid paying the extra cost and just settle the claim now. This is their last chance before I file with the courts.Desired Settlement: I am requesting reimbursement for the cost to repair the stairs in the amount of $4880. They already have pictures of all the damage and a copy of the invoice paid to the contractor for the repairs. They also have my name and address for sending the reimbursement since they have previously sent the "trick" check for $100 as a final settlement.

Business

Response:

The claim was reviewed and declined December **, 2013(please see attachments). There was and is no proof provided by the landlord, the movers used any sort of equipment for the move. We reached out once again to our California branch to confirm and the California branch stood by their statement they spoke with the foreman of the crew and confirmed they had nothing to do with the damaged steps. The foreman stated that at the end of the move he did a walk through with our client and everything was fine and no damages. Our client never reported the movers causing any type of damages, during or after the move. In regards to the reimbursement, the claim was denied in its entirety in the letter sent (attached), and this claim has been closed as no proof of the movers causing this damage has been submitted. The check is not a “trick check” it was sent to the landlord for the reimbursement for the assessment as promised. The landlord has not provided any proof, and as such the claim remains closed.

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:

Attached please find a signed letter from the tenant that you moved on October **, 2013 stating that he witnessed the movers from Flat Rate Movers using equipment (hand trucks) on the stairs to move his personal items. I am also in touch with his friend who was present during the move and has stated that he also witnessed Flat Rate Movers using the equipment on the stairs, so I will have another signed statement from him by the time this goes to court.

I am confused by the letter dated December **, 2013 that I received along with the check for $100 which also was attached to your reply. It states that a careful review was done of the gate damage. I ask you, what gate damage? The building doesn't even have a gate. It must have been a very careful review for which you feel strongly that the claim has been fully investigated as stated in your letter. This careful review must have been similar to the walk through that you stated your foreman did when leaving the property on October **, 2013 from which all of the pieces that were broken off the 13 stairs were taken along with him.

Also very interesting is the version of the $100 check you attached. I have attached a copy of the original that was sent to me for your review. You have conveniently blocked out the language that was added which states that this is a "Full & Final Settlement of Claim". Interesting. It must have taken some extra effort to create a new version.

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

Sincerely,

Business

Response:

FlatRate Moving is deeply committed to providing the highest quality of customer service to all of our customers. At the time of processing this claim for building damage, FlatRate Moving was not in receipt of the notarized letter from the original customer regarding the cause of the damage. As we are now in receipt of this letter, this claim for building damage has been approved in full, and we are currently processing the payment per the provided repair estimate.

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 will be resolved when I receive the reimbursment check.

Sincerely,

Review: We moved our things from Brooklyn, New York to San Francisco, California. They picked our things up on August [redacted] and delivered them on September [redacted].

In the move, they broke four pieces of furniture, which we paid for them to wrap:

- Bookcase/tv stand: Broke off two of its legs rendering it unusable

- Expensive Piano Keyboard: Broke several of the keys, also rendering it unusable

- Night Stand: Broke off part of the bottom

- Chair: Stripped the top corner of the chair

For these items they reimbursed us a total of $150. Although we have not yet received the check, and we filed the claim over a month ago.

Furthermore, upon breaking the bookcase/tv stand, the Flatrate team took it to their workshop to see if they could fix it. Since then, we have never again back. I have called the claims department several times, and only two times have managed to speak to someone. I spoke with someone on Wednesday [redacted] to find out the status of the piece of furniture, and despite being promised a response by the next day, I have not yet heard back. From my point of view, this piece of furniture has effectively been stolen.

Furthermore, for all broken items, we still have to pay the shipment fee, which seems absurd to pay the company to break our furniture.

In addition, they charged us for two extra wardrobe boxes (the volume), which were not used in the move.

Lastly, Flatrate's customer service and claims department is practically non-existent. We called several times and most times have only directed to voicemail, with no one ever followed up with us - extremely disappointing. In fact, although I have called approximately 7 times, I've only managed to speak with someone twice.

Ultimately, we paid extra to do our move with Flatrate ($4,500), and can still not believe the poor customer service we received across the entire experience.Desired Settlement: - I want an update on the piece of furniture they have taken and ultimately a resolution.

- I want a reimbursement for the furniture that we paid to have moved, but was broken by the Flatrate team, as well as the wardrobe boxes.

- I want the company to follow up when I reach out, rather than continuously putting the onus on me.

Business

Response:

Hello, The clients claim was settled based on the coverage they chose at the time of their move which was the minimum standard liability at .60 cents per pound. We also exaggerated the weights of a few items to make the compensation for the claim a bit higher. We also sent the settlement check which a copy is enclosed above. We informed the customer that we do have the bookcase and we are still having it repaired making sure it is completed correctly. I have also attached a picture of the bookcase in our warehouse facility awaiting repairs. We have also attached the refund receipt for the 2 wardrobe boxes that the client states were not moved. Thank you

Review: We used FlatRate to move our apartment from New York to Boston on June ** and July *, 2014. When [redacted], the sale representative, came to our apartment before the move, he promised me, "white glove service." The movers who came to our home, however, were far from professional. On both ends of the move, in New York and in Boston, the movers damaged several pieces of furniture and one framed piece of artwork.

We packed our own boxes, and it is noteworthy that all of the items we packed survived the move unscathed. The damage occurred while the movers were handling the furniture and art in question. In front of us, they dropped a dresser, denting a corner, and they dropped a framed print, shattering the glass and damaging the frame. They also damaged a dresser, a bedframe, and a bookshelf.

I am not certain whether it was lack of experience, training, or supervision that caused the movers to be so careless on both ends of the move; but a surprising number of items were damaged as the crew either prepared them to be moved or unloaded them in Boston. I understand that damage can occur during a move as furniture and boxes shift while in transit. The damage to our property, however, happened in our home, because the moving crew handled it in a careless and negligent manner.

I have been in touch with FlatRate and sent them photographs of the damage. Their claims department offered to pay us $300 and considers the matter closed.Desired Settlement: While the items damaged would cost over $4000 to replace, I think $1000 is a fair compromise.

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. Per section 7 of the Bill of Lading, and confirmed by the customer’s own signature for Valuation Coverage on their Bill of Lading (see attached); for items that are lost, destroyed or damaged, carrier shall assume liability for no more than sixty (60) cents per pound per article. As we value this customer’s patronage and regret the issues that arose during the move, the claim was settled above the 60 cents per pound per article threshold, and in accordance with the valuation coverage that this customer chose.

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 $300 we were offered is not appropriate. I reviewed the bill of lading. The damage that occurred to our property resulted from the movers' gross negligence, recklessness, or intentional wrongdoing rather than as a result of the property being in their custody during the normal course of business. The marks on the dresser are in a stereotyped pattern, and I am not certain they weren't made intentionally.

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

Sincerely,

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 for Valuation Coverage on their Bill of Lading (see previous attachments); 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 per article threshold, but an included item -made from compressed wood or particle board- which would otherwise be denied pursuant to section 6 of the Bill of Lading, was allowed and also given a weight above the 60 cents per pound per article threshold. This claim has been settled in accordance with the valuation coverage that this customer chose.

Review: The company has on two occasions failed to honor their contract. In May 2013 I moved out of my apartment and put my belongings into storage. I was given a "flat rate" of approximately $1400 for the move, but was subsequently charged $1650 because the had to move some additional items like a bookshelf and my vacuum (thought I was told that this wouldn't be a problem). My charge for storage also increased about $100 per month. Mind you, we had a signed contract for the original move and storage price, but since they had all my worldly possessions, I was not in a position to argue. On November [redacted] 2013 they retrieved my belongings from storage and brought them to my new house. I was charged $1400 as agreed upon for the move, and then a week later was charged an additional $52.44 without any notice. They said they made a mistake in my contract pricing. So there have been two instances - moving out and moving in - where Flatrate did not honor their contractual pricing. To add salt to the wound, their customer service people are not responsive and generally seem dishonest.Desired Settlement: My primary goal is to see that others aren't swindled by this company and they work on their business practices, but I also would like my money back. Over the 5 months since moving out and back in, I've lost over $800. Given the continued problems and poor customer service, this seems the only fair outcome.

Business

Response:

The price for the customer’s first move on 5/**/2013 increased when the customer added additional cubic footage to his inventory. Additional cubic footage will also increase the monthly storage rate. Following the second move on 11/*/2013, and the accidental overcharge for his move, the customer was refunded $52.44 on 11/**/2013.

Review: Never delivered an antique table worth $3000. Gave me $550 for it. Customer service and claims person (the same person btw) was of no help. This was obviously stolen since I saw the foreman wrap it in a quilt and remarked about its beauty. They said it wasn't in either warehouse (NY or LA) so they closed the file.Desired Settlement: My desired outcome would be the table==since it has been in the family for over 100 years. In lieu of the table, I should receive at least $3000.

Business

Response:

We are very sorry for the experience the customer had. A claim was processed for the missing item. Per the terms of the elected coverage, the claim was processed correctly. We waived the customer's $500 deductible and awarded a total of $575. Even if the claim is closed, if the item is located, it will be returned to the customer.

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]

I need a response to the exact nature of how they are trying to find this table (not a small table). Apparently, they refuse to believe it is worth $3000 or that someone, obviously an employee, stole it.

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

Sincerely,

Business

Response:

Internal investigations consist of a continuous search of our facilities and questioning of employees. If the customer believes this is theft, we would certainly cooperate with any sort of police investigation.

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 used Flat Rate movers from NYC for a move from West New York NJ to Southern California. They quoted me a price of $5,350. On the day of the move Nov [redacted] 2015, 4 guys came and moved the packages into the truck. We paid them $200 in tips but the leader of the pack was not happy with the tip.

On the day of delivery Dec [redacted] 2015, the boxes were all delivered in damaged condition. We also noticed that 5-6 boxes were cut open and our luxury bags and gaming systems were missing. All valued at $10,000. The customer service at flat rate did nothing but pay us $154 for the damaged items based on pound weight (lbs). We called the police and filed a police report and so far nothing has turned up. Nor has flat rate called us to console or give us any update. This was by far (from over 10 moves in the past 15 years), the worst move and we felt very violated that the movers broke into our boxes.Desired Settlement: Flat rate has not done enough to compensate us for our losses. They should have held their people accountable for their actions and not made us suffer like this.

Business

Response:

We are very sorry for the experience the customer had. All claims must be settled in accordance with the elected coverage for the move, regardless of how the items came to be damaged and/or missing. The customer's claim documents are attached. The coverage elected was Minimum Liability (which all moving companies are required to offer by state and federal regulations and is set at $0.60 per pound). Should any missing items turn up, they will be returned to the client, even if the claim has been closed. If the customer feels this was theft we certainly encourage notifying and following up with the proper authorities, and we will cooperate with any police investigation that is conducted.

Review: Flatrate movers caused damaged. Flatrate did not provide for sufficient reimbursement for damages.Desired Settlement: To be provided with sufficient reimbursement for damages.

Business

Response:

Unfortunately does not come up under this name, email address or phone number. Please give us the phone number, email address or name associated with the move so we can address this complaint appropriately. 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:

[My wife [redacted] booked the move with Flatrate. [redacted]'s email address is [redacted]'s telephone number is ###-###-####.]

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:

[It has been one week, and Flatrate has not responded.]

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

Sincerely,

Business

Response:

Good afternoon,Repairs need to be scheduled by the customer with [redacted]; this is the company that assessed the damages and they will honor the repair estimates given. As per the Bill of Lading (contract), FlatRate reserves the right to use a company of our choosing. The damages have already been assessed, a second assessment is not necessary, nor are we required to do so. What the customer refers to as their High Value Items were indeed covered at $100 per pound as per the Bill of Lading and as indicated on their settlement letter. All the items indicated on the claim form, provided by the customer, were addressed on their settlement letter. In regards to replacement costs for anything damaged beyond repair, as per the Bill of Lading, FlatRate may replace with a similar or like kind.Thank you.

Review: For the most part, I totally agree with the A+ rating. Everyone that I have come in contact with([redacted] and his partner who packed my things, were more than efficient ,polite, and professional. Also when my things were delivered to Florida the workers were very helpful to my mother. That said, the only thorn is in their claims department. A chair leg from an antique dining room set was shattered during the move. When I was told this I didn't scream or yell, I knew it was an accident. . I spoke to [redacted] immediately and she suggested I send her pictures and she would forward them to the claims dept. After a couple weeks (furniture was delivered around jan.**),I emailed the claims dept. for an update. No response. Later they said they needed pictures. I replied that the pictures had been forwarded by [redacted].. Two weeks later I wes sent an email that they "found" them. I have sent numerous emails requesting a status update to no avail. The last time they contacted me, they stated they never received my claim form. I told them I had sent one and resent another almost 3 weeks ago. I emailed them last week for an update on the status. Again no one replies, either my e-mail or phone. After 2 months, I am losing patience. It is a shame that the claims dept. is ruining the reputation of this company.Desired Settlement: Please communicate with me and give me a status update. Are any options being presented? What is the delay in responding to my emails.? It appears that they may be swamped with claims and haven't had a chance to get to me. I hope that this is not the case because it is a very good moving company.

Business

Response:

Customer has sent notification of sending her required claim form via USPS - which has not been received in our office as of 3/**/14. She has been contacted to re-send or email a copy of the form for claim settlement.

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 resolvedTo

[Your Answer Here]

this whole situation is becoming more and more bizarre and frustrating. From the very beginning (approx. Jan **) I have complied with all

l the things that were requested numerous times times. From sending pictures twice to sending the claim form twice. I received an email from them today requesting another claim form. Ok I will said them another and have asked them to send a contact name as I have never.

received any contact name. Perhaps this will help. Also I still think FlatRate Moving company deserves its A+ rating. I have no qualms with that part. They really just have to work on the efficiency of their claims department. It's going on almost three months and they are still saying I didn't send in a claim form. Think about this.An antique dining room chair leg was shattered Why would I want to delay the claim process. It doesn't make sense. Thank you

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

Sincerely,

Business

Response:

We have responded to the customer on several occasions(see below), advising that we received the pictures of the damaged item, however the claim form wasn’t received and we couldn’t move forward with the claim without the form. Customer advised that she mailed another form to us via USPS, we will move forward with the claim when the claim form is received.

** - Dear [redacted],

We have looked in our records and notice that we still haven’t received your claim form for the damaged chair. Please submit your claim form at your earliest convenience so that we can move forward with your claim. Please email claim form to [redacted].

Thank you

Claims Department [Mar ** 2014 3:13PM]

- Our apologies, if you sent the form in the mail we have yet to receive it.

Thank you

Claims Department [Mar ** 2014 7:23AM]

- Dear [redacted]

We are very sorry for the delay, unfortunately we cannot move forward without the claim form and we have not received it. As soon as we receive it will be able to process and settle your claim, we are not deliberately trying to make this difficult or to cause delays.

Thank You

Claims Department [Mar ** 2014 4:13PM]

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]

As you know my property was damaged while in transit to Florida on 1/**/14. Your employees were aware of this when the furniture was

delivered. The leg of an antique cherrywood chair with rush woven seats was shattered. The chair was part of an approximately 120-150

year old dining room set that has been handed down through many generations. Claim forms and photos of the damage has been reported multiple times. The company continues to ignore my requests for compensation and continues to commit fraud by indicating that no claim form has been filed. Without prejudice, I will accept $3000.00 as fair market value for the damaged dining room set. Thank you

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

Sincerely,

Review: I hired Flatrate movers for my move in July of this past year (FlatRate move number #[redacted]). My items were picked up from my house in Queens and held in storage at a rate of $400.00 per day for a week prior to delivery to our new house in Patterson. Due to unforeseen circumstances our move in was delayed by 1 additional day. I was to be charged separately from the cost of the original move $400.00 for that additional day. Instead I was charged on July [redacted] $786.00 for that additional day of storage. I have been attempting to get this discrepancy resolved since August. I was in contact for months with the account manager. My Account manager said he did not know where the wrong amount came from, or why I was charged $786 instead of $400 and that it was a billing error. He has attempted to get this cleared up with his manager. In his last email to me on Nov. [redacted], he referred me to customer service because there was nothing further he could do. I have since contacted Flatrate's customer service department at the email address the account manager provided me ([redacted]) twice and received no reply whatsoever. It has now been five months since the incorrect charge, and nothing has been resolved. I can provide, if necessary, the entire chain of emails between myself and the account manager prior to being referred to FlatRate's customer service department. I did not want to have to involve Better Business in this, but I have gotten nowhere on my own.Desired Settlement: I desire to have $386.00 refunded to me ( I was supposed to be charged $400 and was charged $786 ($786.00-$400.00=$386.00)).

Business

Response:

We apologize for any confusion or inconvenience caused. A refund for $386 has been processed. The refund receipt is attached.

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,