Stewart Moving And Storage

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,
*** ***

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:
In the brevity of their response, Flatrate Moving has demonstrated a complete failure to understand its responsibility under the terms of its contract Flatrate states that its only responsibility is to replace the gym set with a similar or like kind In fact nothing in the contract between us uses the terms “similar or like kind” It simply states replacement Flatrate has promised in writing to replace property they have broken in the process of moving its client’s possessions The amount of $does not replace a gym system such as I owned before it was broken by Flatrate, even if the terms “similar or like kind” existed in the contract between us There is no contractual duty requiring that I must provide Flatrate with a proof of purchase for them to replace the broken item For example, even if the gym system was purchased for $or even given to me as a gift, and Flatrate broke it during the move, then Flatrate has to replace it if its a total loss and cannot be fixed, as in this instance In addition, most people do not keep receipts for years and years of items they own The requirement that I must providing Flatrate with a proof of purchase before they pay a fair amount to replace the system they broke is simply a silly idea and they must surely know it Flatrate must replace the gym system.Flatrate has also stated that I never provided them with proof of value That is an outright falsehood The fact that Flatrate would resort to falsehoods despite specific emails existing between us, which are easy to produce, is incomprehensible I sent Flatrate a number of web sites to visit that showed universal gym systems that were comparable to the one they broke, and each time I sent them a web site to review, I thereby offered to compromise to a lesser value system just simply to settle the case It is difficult to understand what Flatrate hoped to gain in making the absurd contention that I did not provide proof of value In fact, I provided them the following web site to show them that the closest match to the system I could find is a used system for $2,900.00, but does not have a reclined chest press/shoulder press as I owned but, instead, had a leg press attachment, therefore, it traded one type of exercise for another and so was comparable , was at: *** The photograph of my gym system broken by Flatrate looks like this: see attachment.Flatrate proposed to replace this system with the following inferior system: *** Flatrate’s proposed $solution accommodates only one person at a time, has only one station, has only one weight stack, has no separate shoulder press station (actually it does not look like it has any shoulder press at all), has no separate reclined chest press, and no stomach crunch deck Flatrate is hoping to escape its responsibility by providing a cheap substitute and simply walk away That is not fair and not a proper business practice As a former member of the Board of the Revdex.com, I find this type of practice to be intolerable Flatrate must replace the universal gym system they broke and should pay at least $2,for it Thank you for your attention.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We apologize for any confusion or inconvenience causedA refund for $has been processedThe refund receipt is attached

We are very sorry for the experience the customer hadThe customer's claim has been settled and closed per the terms of their elected coverage and additional courtesy compensation was awarded as well

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

Hello,As per the terms of the Bill of Lading (contract), we are able to replace items with a similar or like kindIt should also be noted that the customer was unable to provide proof of purchase/proof of value for this item.Thank you,

I have reviewed your claim and see it has been escalated to the legal system to resolve.Please contact our Legal Department at ###-###-#### or *** if you have any questions or concernsShe will be able to resend the repair vendors contact information.Best regards,Legal and Compliance

While we do not normally allow customers to return "special orders" for refund or exchange (they signed our contract that indicates "no cancellations, no returns, no exchanges" on frames and fabrics/leathers that THEY CHOSE), we have allowed the customer to select different frames without charging
our "restocking fee" and despite the fact that the furniture has been in their home since April 15th.As always, we go beyond business procedures and restrictions to satisfy our customers We do "touch ups" in our shop even though merchandise is purchased "as is," we make repairs at no charge on furniture past the warranty period, we have often done repairs on furniture purchased from other retailers who would not help satisfy the customer Sincerely,*** ***President Design Source Furniture

Hello,We apologize for the experience the customer had.Attached is the Bill of Lading (contract) outlining the terms of the coveragePlease reference section 7, number 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 kindThe claim was settled correctly per the terms of the elected coverage.Thank you

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:
[Your Answer Here]
I spoke directly with Flat Rate Moving and did receive a refund check for the items damaged in the moveThe funds however did not address the incomplete move and the issue that that a number of items were left in the apartment which then had to be moved separatelyI was told they would look into it and I would hear backIt has been over a week and I have yet to hear a response
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Unfortunately, this would not suffice as the
appropriate documentation would be necessary

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 agreementUnfortunately, additional compensation is not being awarded as the claim was settled correctly

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:
Information regarding the repair vendor will be provided to my landlord, at which point we will re-evaluate whether or not the business' response and resolution are sufficient
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:
I sincerely would welcome the Revdex.com and all press including ** *, the post any person who has been treated in such horrible regard as FlatrateI have over photos, video and the movers saying on video that this was one of the WORST moving experiences they HAVE EVER BEEN INVOLVED inEvery single piece of my boxes was damagedLiquid laundry detergent was open and put into boxes with ONE OF KIND CY TWOMBLY art!!! My art was supposed to be crated and padded and it WAS NOT!!I have documented WELL OVER 15,worth of ruined noguchi lanters, art work from christies, stolen items, literally hundreds of photos of destroyed itemsFLATRATE HAS NOT BEEN TRUTHFUL OR TAKEN ANY RESPONSIBILITY for the COMPLETE LACK OF INTEGRITY in providing THE MOST AWFUL EXPERIENCENOT ONLY DID THEY COME THREE HOURS LATE, THE TWO MEN LEFT WITHOUT OPENING ONE BOX, LEFT boxes for me to single handed breakdown and discard (WHEN THAT IS SOMETHING I THOUGHT I PAID FOR??) THEY HAVE NOT OFFERED ME 2,000??? dollars!!! I have engaged flatrate other times, never had a issue! This time was horribleEvery single piece of furniture ( I have photos, video, live footage to SHARE WITH EVERYONE!!) of ruined furniture, shredded art work, oxyclean and liquid soap thrown into a cardboard box with cashmere! Silk! Designer pieces of clothing THAT ARE RUINED because as the detergent spilled with bleeding colors onto my matteo sheets, Hermes bags...??? THOUSANDS OF DOLLARS of my furniture literally broken into pieces with out of legs broken in halfWITH the movers of VIDEO saying " YOUR DRESSER DIDNT MAKE IT!!"??? Im sorry but as a SALESPERSON I TRUSTED THAT I BOUGHT THE RIGHT POLICY TO PROTECT THE COMPLETE VALUE OF ALL OF MY ITEMS FLATRATE SAID THEY ONLY PAY CENTS PER POUND NOT PER ITEM!!! THEN THE VP SAID GO AHEAD WE ARE PROTECTEDI WOULD WELCOME COMPLETE DISCLOSURE OF ALL OF MY RUINED ITEMSI HAVE CONTACTED *** AND WOULD LOVE TO SHOW THESE DESTROYED PIECES AND LACK OF INTEGRITY OF THIS COMPANYWHEN YOU HIRE A MOVING COMPANY FOR TIMES YOU EXPECT THEM TO CARE ABOUT THE JOBI HAVE BEEN TREATED LIKE DIRT AND ITS A COMPLETE LIE!!!! THEY HAVE OFFERED me 2,000???? MY *** FOR THE MOVE WAS 3,to RUIN EVERY SINGLE PIECE OF FURNITURE, clothing and priceless art!! THEN THEY DIDNT BREAK DOWN BOXES, REMOVE BOXES AND I WAS BASICALLY THREATENED BY THE MOVERS!!! I WOULD GLADLY TAKE THIS TO COURT!!!! I WELCOME HAVING MY ATTORNEY GET INVOLVED!!! THIS IS THE FIRST AND ONLY TIME I WAS EVER TAKEN FULLY ADVANTAGE OF AN IRRESPONSIBLE AND FAULTY COMPANY! FLATRARE NEEDS TO ownership of this horrific experienceTHE complete lack of guidance from the salesperson - I WOULD HAVE PAID ANYTHING TO PROTECT MY ITEMS AS THS IS MY *** or *** move with Flatrate - I have also referred biz to them!! I was always thrilled by what they did before this move!! I have well over 15,of ruined furniture, art from chrisites auction house that is destroyed, desk missing pieces and legs, a broken hand card lived edge piece from bali - they said they only pay cents per pound on lost or destroyed items - and after the movers arrived more than hours late and my building had to get advanced access because I live in a gated community in BPC and they sat and complained the entire time (have video of this!!) left boxes and after opening one after another they couldn't believe the AWFUL WAY IN WHICH ALL ITEMS WERE THROWN INTO BOXES (I PAID FOR FLATRATE TO PROFFESIONALLY PACK ALL ITEMS) THEREFORE THEY SHOULD BE RESPONSIBLE FOR ALL ITEMS!!!! Everything was ruined! I have photos and videos of all of this!! I WELCOME A LAW SUIT, I WELCOME ALL THE AP PRESS THAT COULD GET INVOLVED!!! THIS IS TRULY AGAINST ALL THINGS - a sales person should GUIDE A PERSON INTO THE BEST POLICY AND YES I PAID FOR PROFESSIONAL PACKING AND HANDLING OF MY ITEMS AND IN TURN IT WAS ALL PACKED LIKE A GARBAGE DUMP!!! WHO DOES THAT???? I WELCOME A SHOW OF ALL OF MY RUINED ITEMSFLATRATE LIED ABOUT OFFERING 2,000??? THEY SAID GO AHEAD CONTACT ***...SO I DID!!! I AM percent ready to show anyone the horrific experience I had and will gladly take them to small claims court as they used the old bait and switch and the SMUG VP WHO LIES THREW HIS TEETH ABOUT WANTING TO RESOLVE THE PROBLEM - with 400???? PLEASE! ONE F MY NOGUCHI FLOOR LAMPS ALONE is 1,500!! AND WAS GIVEN TO ME AS A GIFT AFTER I FINISHED MY CANCER TREATMENT AT SLOAN!!!! THIS COMPANY NEEDS TO BE ACCOUNTABLE FOR THE ACTION OF DESTROYING OVER 15,000!!! WORTH OF ART, CLOTHING, FURNITURE, and for having two large men threatening me as they didnt do their job and breakdown and remove boxes and left me with piles and piles of ruined and destroyed pieces of my life and them LEFT! RAN AWAY! SO I HIRED TWO GUYS IN MY BUILDING TO HELP ME DO THE JOB THAT FLATRATE WAS HIRED TO DO and DIDNT DOAGAIN, I cannot stress how I want to expose them for the absolute lack of consideration and integrity of this company !!! THIS WAS TRULY ONE OF THE WORST EXPERIENCES OF MY LIFE AFTER 9/and ***!! I HAD *** *** DOCTORS THAT WERE MORE SINCERE THEN THE VP THAT "WANTS TO WORK THIS OUT" ...THEY SHOULD BE ASHAMED OF THEMSELVES STARTING WITH THE LACK of guidance from the sales person who did not go over any of this cents per pound!!! MY ART is one of kind done on menu covers!! THEY ARE maybe a pound? BUT DONE BY ARTISTS LIKE CY TWOMBLY!!! YES, I would have paid anything to protect all of my art and was told they everything would be crated!! MY mirrors were not crated and protected, my desk, dresser, tables are all ruined and broken mirrors, crack legs and destroyed cloth, artwork, missing pieces...a complete and utter disaster from start to finishI AM HEART BROKEN AND ALL OF MY ITEMS ARE DESTROYED OR RUINED BEYOND REPAIRTHEY DID NOT OFFER 2,and SENT AN AGENT OUT BUT NEVER OFFERED TO REPAIR OR REPLACE ITEMS!!! I HAVE ALL ITEMS FROM ON LINE AND WHAT THEY COST - WELL OVER 15,dollars to REPLACE OR REPAIRALL OF MY FRAMES THAT ARE CUSTOM MADE FOR MY ART - every single one is cracked as they threw all art in cardboard with giant bottle of detergent and noguchi rice paper lanterns - all crushed into piecesI would like the 10,and will gladly take them to court in small claims as I have been living with broken and destroyed furniture as I cannot afford to replace these until this is settled! Again, happy to share all photos and videos with Revdex.com and ALL APTHANK YOU
Sincerely,
*** ***

We are very sorry for the experience the customer hadThe claim was processed correctly per the terms of the elected coverageIf the customer feels there was theft we encourage them to notify the proper authoritiesWe will certainly cooperate with any investigation conducted

Customers are informed that investigations for missing items are conductedWe apologize that this customer's items have not been locatedTheir claim was settled correctly per the terms of the elected coverage

We are very sorry for the experience the customer hadThe customer received a settlement for their claim, was awarded courtesy compensation as well, and is receiving a refund of the move cost

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 satisfactionI have reviewed your specific complaint with our claims department and see that we have
reached out to you in an attempt to settle any and all open issues that happened during your move last weekPlease contact the claims department at ###-###-#### or *** so we my resolveBest regards, Legal and Compliance

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
offered *** *** $as courtesy compensation in an effort to make make right any stress we may have caused herWe hold our movers to the highest standards and are more than willing to cooperate with police officers to help with any and all investigations surrounding this complaint. Best regards,Legal and Compliance

Hello,Claims are settled and closed per the type of coverage the customer choosesAll moving companies are required by law to offer Minimum Liability Coverage at cents per poundOur claims department greatly exaggerated the weight of the customer's television (pounds) in order to
maximize the compensationWe will be happy to issue a stop payment on the check that was mailed and issue a new onePlease be advised that it can take 7-business days for this to be processed by our Accounting Department prior to mailing.Thank you,