Stewart Moving And Storage

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

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

as the attached letters I am unsatisfied with the decision to award me $dollars for DESTROYING my lifes accumulations while in the care of flatrate moving co, that does not even cover the cost of the inital move which was $1350, my items were at least $and I have had to be without my things (clothes, shoes, books, personal items, bed, equipment etc) for months

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because: AGAIN The sales person did not clearly stated that during the quote, he sent me the toral quote for $knowing the piece needed dissassembly YET he did not tell me the price would be extra Sincerely, [redacted]

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

First and foremost we apologize for any and all inconveniences you experienced with your moveWe pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction.I have reviewed your specific complaints with our claims department and see that we settled your claim earlier this month both fairly and per the terms of your contractOur settlement included compensation to cover the damages and other issues that occurred during your move.Please contact the claims department at ###-###-#### or [redacted] if you have any questions or concerns.Best regards,Legal and Compliance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: You still haven't responded to any of the specific items in my previous emails This response is not acceptable nor does it live up to your reputation You broke a number of items in a contract that we had, so it really isn't a 'courtesy' that you would consider compensating someone for a broken contract [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Since learning last week that our check mysteriously got "stuck in the system," we have been ignored time and time again, and we still have not received our insurance paymentIt has been WEEKS since our nightmare of a move and WEEKS since I negotiated our final compensation with the company's COOAnd yet, we are still left with nothing but our broken furniture and our need to replace half a dozen other itemsTHIS BUSINESS IS FRAUDULENT, in both the common and legal definitions of the word In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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

Our settlement also included courtesy compensation for additional issues involved with your move.Please contact the claims department at ###-###-#### or [redacted] if you have any questions or concerns.Best regards,Legal and Compliance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I have contacted your claims department and have yet to receive the company name used to assed our damages and receive a copy o the repair quoteNo one ever answers the phone- you are placed on hold indefinitely and no one has replied to my email.So again if someone can contact me or if you can provide a name and number [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and confirm that the stated action has been takenNevertheless, the ordeal that Flat Rate has put us through over the past months is so much more egregious than anything else we've ever experiencedFor this reason, we are considering filing another complaint with the Bureau Sincerely, [redacted]

We are very sorry for the experience the customer hadThe claim was settled correctly per the terms of the elected coverageAdditional courtesy compensation was awarded as well

Hello,Based on the complaint I am unable to determine who the customer was who moved with us but would be happy to investigate this matter further.Generally when are notified that we may have damaged a building we send a vendor to assess the damage and provide a quote if they are able to repair the
damageThis vendor will then honor the quote if the customer chooses to use them for the repairs.We strive for the highest level of customer satisfaction and growing relationships with building management.Please contact me at *** to discuss this further.Sincerely,Legal and Compliance

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

First and foremost we apologize for any and all inconveniences you experienced with your moveWe pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction.I have reviewed your specific complaint with our claims department and see that we
settled your claim in July both fairly and per the terms of your contractPlease note you did not purchase insurance from our company as we do not sell insurance but did select valuation coverage which is managed by an experienced claims adjuster within the company.We have made every attempt, and will continue, looking for your missing painting but at this time we cannot locate itOn top of this, I understand you have filed a claims appeal and should be contacted shortly when a decision has been made by the appropriate managers.Please contact the claims department at ###-###-#### or *** if you have any questions or concerns.Should you wish to pursue legal action, please contact *** or ***.Best regards,Brittany

Claims must be settled in accordance with the elected coverage regardless of how the items came to be missing and/or damagedThe claim was settled correctly per the terms of the elected coverageIf the customer feels there was theft, that is a matter for the property authorities to handle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Company needs to review the fact they they didn't uphold their contract of service as noted previously by consumer
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has
NOT been resolved because:
The offer of $to cover damages to goods valued at $23,is absurd and I am bringing this to the Revdex.com's attention not only to adjudicate a damage claim, but also to inform the bureau of questionable business practices of FlatRate which should be looked into with more scrutinyFor your background, I hired Flat Rate Moving to move some high value items from one apartment to another in Manhattan. Having made several good faith efforts to resolve the claim directly with FlatRate, I am disappointed to report that they are not honoring their contractual representations that were made to me with respect to this particular move. Before the move, I selected Flat Rate's so-called "Elite" service, which is their highest level of service to protect the goods being moved because, as advertised, the Elite service specializes in transporting extremely valuable items whereby "custom crates are designed and built to protect each item throughout the move". Despite the aforementioned representation, no special crates were designed or built, which may have contributed to the fact that some high value goods were damaged beyond repairIn addition to selecting and paying for a
premium “elite” moving service, I also purchased the maximum allowable amount
for the Extended Valuation Coverage, which, accordingly to David L*** from
FlatRate, was $150,000 as well as received an indemnification agreement from FlatRate for losses,
damages in connection with the move along with certificates of insurance
In connection with the move, a moving agreement
was signed which noted the following items that FlatRate was contractually
required to provide to me:
An
“elite” service level for the move (see page under “HOW”);“Specialty
Materials for Fine Art & Antiques” (see page under the “HOW” table of “Basic
Services”);“Lamp
Protection and Packaging” (see page under the “HOW” table of “Basic
Services”);Certificates
of Insurance (see page under the “HOW” table of “Basic Services”);“Extended
Valuation Coverage” (see page under “HOW” table of “Optional Service”);A
minimum established value of $8,for the lamps (see “$8,x 19”
art deco lamps from master bedroom in #905” in the notes on page and under
“Specific Notes for Your Move”);A
minimum established value of $15,for the cabinet (see “x medium
Mahogany cabinet (47” x 18” x 40”) from dining room in #905” in the notes on
page and under “Specific Notes for Your Move”);An
extended valuation coverage of $150,(see “Your shipment will be valued
at $150,or $per estimated pound, whichever is greater on page under
“COVERAGE”); andA
list of specific items valued in excess of $which included the lamps valued
at $8,and the cabinet for $15,(see page under “List of High Value
Inventory”)
All the aforementioned precautions, which were
sold to me by FlatRate as additional surcharge premiums to offer the maximum
protection of the goods, resulted in me paying a substantially higher moving
cost which I was willing to pay, provided that I would receive these
services. Unfortunately, what FlatRate
ended up actually providing in the form of coverage and service was utterly useless,
because these premium services only afforded me $to cover damages to
goods valued at $23,000.00.
During the move, FlatRate
damaged three antiques from the 1930s which included a cabinet and two lamps
that were valued at an aggregate amount of $23,000. Promptly following the damage and on the day
of the move, I notified Taneil Moncion, Quality Assurance Supervisor for
FlatRate via telephone at ###-###-####. In parallel, the onsite FlatRate moving coordinator
also contacted FlatRate to confirm that they “accidentally” damaged the three antique
items. In response to my damage claim, I
received an email from Taneil Moncion that day and I promptly submitted the requested paperwork
to FlatRate the next day
On January ***, I received a claim
settlement proposal of $from FlatRate and responded to it on February ***. The correspondence with FlatRate clearly shows proof of evidence that
the replacement cost of the items is almost identical to declared value; the cabinet
was purchased for $13,and declared for $15,000.00, and the lamps were
purchased for $7,and declared for $8,000.00. It is therefore incomprehensible that after paying all these
premiums to achieve maximum possible coverage from FlatRate, the move was
handled so poorly and I would only be reimbursed 1% of the value of something
that was damaged so severely. Photos were taken before and after the move clearly showing that (i) the marble countertop of the cabinet was
completely destroyed and broken into numerous pieces; and (ii) both lamps post-move show a
highly visible crack through the glass lamp shade. Knowing that these were antiques with
high-values and with the maximum possible premium coverage available, it is
incomprehensible to any reasonable person how FlatRate’s proposal of $in
any way covers the repair or replacement costs of these items. I sent several follemails to FlatRate, including ones on
February *** and 16th, asking when I can expect to heard
back from FlatRate regarding my claim, but they ignored me until February ***. In their response, FlatRate said that $
was it and no insurance was purchased, both of which didn’t reconcile with the facts.
I understand that things can break in a move
and that is why I hired a licensed mover and paid a high premium to protect the
goods in transit. It is, however, inexcusable
that FlatRate defrauds me by selling me premium services and coverages, while, never
providing the coverages that these premiums entitle me to when FlatRate actually
damages somethingUpon face value, it
seems like they attempt to sell premium protections such as extended valuation
coverage and insurance to consumers up front, hope that nothing goes wrong in
the move, but if something is damaged, then they will only provide some de minimis
compensation. Hopefully, you will be able to shed some light
and put an end to FlatRate’s acts of negligence, misconduct, fraud and
misrepresentation. Thank you in advance
for your consideration of this compliant
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***