Flatrate Moving

I used this company to move my house hold from my previous home in *** June and some of my items were damage and misplaced. I have filed a claim with them, I have spoken to several representatives, I have been transferred to departments where the the phone just rings and rings and no one never responds the my messages when I leave a message if I can. I received an email February 3, saying that they will get back to me when they get an update. I responded with - How long does it take to issue a check to a client who has spent over four thousand dollars? The reply was when we issue the check we will let you know. This non concern attitude hurts. They have already gave me the amount for the claim. What I know now I would never never ever recommend this company to any one.

I hired FlatRate moving to move me cross country from NYC to ***, . They arrived late to pick up my stuff in NYC and my neighbors got upset with them for using the only elevator afterhours. I signed for upgraded insurance which will be important to the rest of the story below. They left bottles of urine and empty tape rolls in the street in front of my building as they left. As part of the compensation for terrible service at the pickup, they promised me a steep discount and free storage in California which they did not honor. When the stuff arrived in ***, I realized immediately there were many things missing. I refused to sign off on the delivery but they made me do it otherwise they said they would have to put everything back in the moving truck. I suspect the movers may have stolen the things because one box was full of my tax docs and had my social security number in several places. I have been in continuous contact with their moving, claims dept, and management to try to resolve my issues but they either ignore my calls and messages or make me empty promises. I filed a claim for reimbursement months ago and have yet to hear back from anyone, while they said they would process the claim within 3-4 weeks. Even with the upgraded insurance they have continued to snub me and will not process my claim. More recently every time I reach out I do not hear back from anyone. They have begun to completely ignore all my emails, voicemails and calls. I have a long email thread proving everything in this statement as well as call logs and pictures.

SUBMITTED ALL CORRECT INVOICES BUT DENIED BASED ON ON OF THE INVOICE BEING SUBMITTED HAD AN ERROR DIRECTLY FROM COMPANY SLEEP NUMBER. THEY ISSUED ME ZERO DOLLER FOR MY INSURANCE CLAIM., THEY WAS MINOR ISSUE WITH COMPUTING TAX AND IT WAS CORRECTED BY SLEEP NUMBER AND THEY HAD SENT A COPY DIRECTLY TO FLATRATE MOVING COMPANY. I WAS AWAY FOR A MONTH AND ONGOING COMPLAINT GOT CLOSED. REOPENING THE SAME COMPLAINT FOR RESOLUTION

I hired this moving company for my mobe from Brookly NY to New York City. The move happened on JULY 23, 2019. During the move there was some damage acknoledged by the movers. I subsequently filed a claim with the company following all of their procedures. Case #***. Claim No: ***. On Sep 11, 2019 I was told

"Your claim has been settled and closed in accordance with the elected coverage for your move. Copied below is the settlement letter you will receive in the mail with your settlement check. Please allow 7-14 business days for your check to be processed prior to mailing. ... At $0.60 per pound at 250lbsyour total claim is $150.00. Accordingly, enclosed please find a check in the amount of $150.00 serving as a full and final settlement for claim #*** filed on 7/24/19."

Follow up went unanswered till today OCT 7, 2019 when I received the following email:

"Thank you for your email. We deeply apologize for the delay. We haven’t received checks from the accounting department as of yet. Once we receive an update, we will notify you immediately.

We had a move scheduled for wednedsay morning 6/26. Movers arrived 3 hours late and flat rate advised i'd receive a credit for the delay. After they started packing the movers started arguing with each other and a full fledged fist fight ensued in my co-op bulding at ***. One guy was bleeding everywhere,sufferd a broken nose and damaged our communal bathroom and another guy stormed off and attempted to leave with my possessions. I called flat rate to tell them what had occurred and told them I was not paying for this move and they were free to leave. they insisted on sending over more manpower and finishing the move despite me telling them there was no way I was paying for this. the additional men came and hurriedly packed our belongings breaking many dishes as well as a $1500 TV stand which the foreman admitted could not be fixed. He assured me that I would be fully reimbursed for it. The movers finished our move at 130am the following morning. the movers took my broken piece of furniture with them as the foreman advised this would expedite my refund and avoid a lengthy claims process. my wife, myself and 4 year old son had the worst moving experience anyone could possibly have and felt in danger due to the movers physical altercation and clear mental instability. Flat rate has done everything in their power to completely ignore all my calls and emails. they have not refunded me for my furniture and have now infomred me that they will pay me $300 for it. when I told them i'd like it back as they should never have taken it in the first place, their respomse was I would have to pay to have it delivered back. Lastly, they have not refunded the cost of my move and could care less about my experience and the fact that I told numerous employees I was not paying for this. I have never in my life felt so mistreated. this is a case of a powerful corporation trying to steal my money by simply ignoring and avoiding me and giving me the run around.

Let this complaint be a warning to all consumers NOT to use FLAT RATE MOVING.
On Sept 29, 2018, Flat Rate's WHITE GLOVE ELITE service was engaged for moving and storage of family furnishings. Mr. LAURENCE Y was the Flat Rate representative, and told me that the Flat Rate storage facility at *** was climate and temperature-controlled, and that the WHITE GLOVE ELITE service team would ensure that all delicate expensive furnishings and similar items would be well-wrapped and insulated with many layers of protective blankets and plastic bubble wrapping to prevent damage during moving and storage, and subsequent move out of storage into a move-in location.
All of the household furnishings remained in the Flat Rate storage facility in Newark, NJ for about 10 months.
Subsequently, on July 5, 2019, Flat Rate's WHITE GLOVE ELITE team was contracted to move all household items from Flat Rate storage to a move-in address in New York City. The WHITE GLOVE ELITE moving team arrived at 9 a.m. It turned out that half of the household furnishings had NEVER BEEN LOADED ONTO THE MOVING TRUCK. ANTHONY at Flat Rate customer service finally had the other half of the household goods loaded on another truck and dispatched a crew of only two people, with no tools. When they showed up, they had nothing to use to re-assemble the furnishings and a third person with tools had to be dispatched from their HQ in Bronx, NY to meet the crew at move-in.
The second crew noticed that the custom marble dining room table top, which was unwrapped in a crate, was utterly shattered in small pieces. All the clothing was mildewed and ruined.
All told, $250,000 of damages were sustained. A claim was filed; Flat Rate tried to settle the claim for $1,000 but this amount did not even begin to cover the replacement costs of all damaged furnishings, mildewed and ruined clothing, and other belongings which either disappeared during the move or were heavily damaged.
BUYER BEWARE!

On May 25th we met with the Flatrate movers at our storage unit to find our $1200 wooden bed frame had sustained irreparable damage. We filed a claim online the same day. During the next 3 weeks we had the manufacturer confirm it a total loss, as well as 2 other repair people. While we had reached out several times to them, Flatrate never made an attempt to respond until 2 weeks after. Another week goes by and no attempt to rectify the situation. We reached out June 17th via email and got a response 2 days after saying they were sending out their own repair vendor, who once again, confirmed the bed a total loss.This was on June 28th.There is a $500 deductible which we are willing to cover before the other $700 should be covered by the Flatrate, or their insurance co (per our move contract). However, no one has reached out to us about the next steps since the 28th, and every time we call or email for an update, we get told it will be a few more days. They last said they'd update us Monday July 8th, and once again we've heard nothing. We just want to get this resolved and see that Flatrate honors their side of the contract.

Our things were delivered to our address in Nashville but the Sleep number mattress was missing. We questioned the guys who delivered our goods but they simply shrugged their shoulders and said we don't have your bed. We showed them the inventory and they had nothing to say. The bed was purchased on 11/05/16 for a total of $2,504.08. The bed frame was delivered that the mattress is supposed to plug into but no mattress. We immediately contacted the company and was forwarded a claim form via email. We filed the completed claim form with the company on August 4 including pictures of the mattress and the receipt for our purchase of the mattress. On August 11 we received an email from the company acknowledging receipt of our form and photos and to allow 7-10 business days for processing. On August 30 we received an email saying the claim had been settled and closed together with a settlement letter that advised we would be paid $320.00. On August 31 we replied asking to go through their appeals process. This email contained details of why this settlement was unacceptable including the fact that my daughter was sleeping on the floor due to her bed not being delivered. I also advised I would seek legal action if the appeals process was unsatisfactory. On September 14 & Sept 18 my daughter and I both sent emails asking for an update. On September 20 they sent an email saying it would take up to 30 days to receive a decision. On October 13 I sent an email asking for a response to the appeal. We received an email on October stating, "After further investigation it seems that the claim was processed correctly per the terms of the Bill of Lading and therefore we will not be awarding any additional compensation at this time." Given the cost of this near-new mattress this is unacceptable. It is clear that someone saw the value of the mattress and stole it.