Stewart Moving And Storage

First and foremost we apologize for any and all inconveniences you experienced with your move. We 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 April both fairly and per the terms of your contract with additional compensation added for the inconveniences you experienced. We will not be adding more. Our settlement included compensation to cover the repair of the piano, floor and wall damage by a third party vendor who was confident in their ability to repair each. Please contact the claims department at ###-###-#### or [redacted] if you need us to reissue a new settlement check. We will then cancel the original and send out a new one. Best regards, Legal and Compliance

Yes I finally got a refund... however I am still very much dissatisfied with the outcome and do not agree with what I was given at all!  This company has no intentions on making good on getting my things back nor care enough to fairly compensate.

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:

FlateRate Movers broke my lock and official seal, opened my container and re-packed it into a truck and then only 24 hours later delivered it to me. I was not contacted or given the opportunity to be there when they opened my container. Upon receiving my items I questioned this and then found one box had been open, items taken out, and box resealed again. The attached pictures show this. How could they just claim they did not open the box, they had the time, they had no one supervising this - as in ME the owner. I personally oversaw the packing of the container, the sealing and locking of it at the place of destination in **, and I was supposed to see the unpacking as well. I hold FlatRate fully accountable.
 
 
 
 
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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 took out extra insurance and clearly asked for coverage , even line itemizing my expensive items. The offer is not acceptable , my $6,000 table was shattered and cannot be replaced by $245. Your checks will not be cashed as a settlement of my damaged items. I expect reimbursement in full to buy another table. Your company fraudulently provided additional insurance that you claim covers a replaceable item, however a $245 check will not buy anything more than a plastic folding table.
 Attached correspondence clearly shows my ask for additional insurance with a confirmation from your team. 
 
 
 
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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:

On Dec. **, 2016, I spoke to a man named David G[redacted] who said he is the Chief Operating Officer at FlatRate Moving. After having placed repeated phone calls to FlatRate's customer service department, I had been unable to resolve the problems created by my move, so Mr. G[redacted] called me.He  said, "I'm calling to restore your trust in us." He said that he had seen the photographs that I had posted to my account on Flickr.com showing some of the damage. "Rest assured," Mr. G[redacted] said to me, "not only am I going to make this right with you, I'm also going to make sure that this doesn't happen again." I told Mr. G[redacted] that the move had been a "disaster." I said that many of my things were smashed or mislaid or lost and that I had gotten sick as a result and had been unable to work for weeks. "I feel as though I'm in some sort of nightmare," I said to him. He replied, "I am here to fix things. I am not going to even look at whether you have a valuation or not for your move. Frankly, it doesn't matter because this is just so outside of our experience and standards that I want to make this right." He said that he would arrange to have someone from a furniture repair place come to my apartment to assess the damage and say whether it could be repaired. "Hopefully, the repairs will be to your satisfaction," he said, "and if not, I'll try to make you happy in some other way."I felt very reassured by this conversation. A man did come to my apartment around a week after this conversation. Then I heard nothing further. Finally, on Jan. *, 2017, I sent a long email to Mr. G[redacted], cc:g the Claims Department and a woman in customer service with whom I had been dealing previously.No one answered my email, but on Feb. **, 2017, I received an unsigned letter from the Claims Department saying that this was the final settlement for my claim. BUT I HAD NEVER FILED A FORMAL CLAIM because I didn't have all the information that I needed to do that. I still didn't know the extent of what was broken. And the list from the Claims Department was incomplete.I wrote a letter on March **, 2017 explaining some of the above. No one answered it.The settlement that Flatrate has proposed does NOT fully compensate me for the damage or for the many things that Flatrate failed to move from my old apartment.I can't fully explain here all the damage that FlatRate caused that was not listed in the Claims Department's "final settlement" -- but I would like to remind FlatRate that Mr. G[redacted] told me that he was going to make things right for me and restore my trust in FlatRate. This has not happened.     
 
 
 
 
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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:

[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.
 
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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:
 
 They did the bait and switch  sell you insurance and then don't make good on all the ruined furniture  these people are crooks and liars  
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
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:

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

Resolution was not what I expected but the company is not willing to come up with an agreement so I have to accept unfortunatelly

We are very sorry for the experience the customer had and want to address all of the customer's concerns. The customer will need to follow the claims process in order to be compensated. All claim documents have not yet been received. As soon as the customer sends photos of the damages, we are happy...

to expedite the claims process.

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]While I appreciate the response from Flat Rate Moving, it is unfortunately the same response I have been receiving for months and have yet to see any refund or evidence of their concern for customer service or satisfaction. I was initially willing to accept the insultingly low refund emailed in July to put the matter to bed and to not continue to waist time. I have however, had to continue to press them without any results from their customer service dept nor claims dept. The fact of the matter is they charged me for services that were promised and not delivered. I was left not only with broken items but the apt was not completely moved as agree.
 
 
 
 
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:

[Your Answer Here]
 I have tried to reach out to the claim department multiple times by email and phone after sending in my claim form and have heard nothing. In particular, there were additional items that I realized were lost that I wanted to add, but have been given no recourse to do so as the form states it can only be submitted once.The claims, however, weren't even the central issue I had with the company. I have been waiting for WEEKS to speak with a manager both about the incredibly poor customer service I received as well as the unprompted cancellation of my original shipment date that I had to fight tooth and nail to rectify to avoid a more substantial delay in delivery. Despite a manager never reaching out, it was a general service person who finally helped me out in moving my secondary delivery date up in time (after my first was unexpectedly and with poor reasoning canceled).I expect a manager to call me as soon as possible to address these and a myriad of concerns.  Best,[redacted]
 
 
 
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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:

[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 quote. No 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]
 
 
 
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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:

The business has not said anything new, so my position has not changed from the previous messages I've sent to you and the business.  I agree that it is a matter for the authorities to resolve the criminal consequences of what transpired (likely a felony).  But in addition to any criminal responsibility, Flat Rate has full financial liability for any crimes that it or its employees committed.  Flat Rate has vicarious liability for the actions of its employees.  While the bill of lading does limit Flat Rate's liability in certain cases, it's impossible to limit their liability for criminal conduct.  No contract can say "[redacted]"  That is absurd.  As such, Flat Rate should replace all the items in question at their full values, or better yet, ask their employees about it and have the items themselves returned directly to me.
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:[redacted]PLEASE NOTE: THE REMAINING DOCUMENTS HAVE BEEN E-MAILED TO [redacted] WHO IS HANDLING THE CASE. THE REMAINING DOCUMENTS EXCEEDED FILES LIMITS. WE WANTED TO ENSURE THE PAPERWORK WAS SUBMITTED THROUGH THE OFFICIAL CHANNELS, SO WE ARE RESPONDING TO THE LINK RECEIVED VIA THE E-MAIL FROM THE Revdex.com, AND SENT THEM ALL TO [redacted] AS WELL.[redacted]
Just as FlatRate altered the date (this says 9/**/15),they also altered the total. Attachment 1 shows our guaranteed binding estimateAFTER FlatRate sales rep Saadi A[redacted] came onsite to the apartment and reviewedEVERYTHING. It was the day of the move that FlatRate suddenly tacked on $617.73extra. The Valuation Agreement and assurances made prior to the day of the moveall contradict the settlement terms and the "new" valuation terms wehad to sign the day of the move, when we had no opportunity to change anything.Contrary to what FlatRate claims, they did not acknowledge the majority ofitems, namely area rugs among other things. Even their weight/boxes claim -which was not agreed upon at time of payment - contradicts itself because theselarge area rugs would not fit into boxes like they're describing.This is an unethical, shady business with deceptive and questionable businesspractices. They clearly have no problems doctoring paperwork and alteringterms. They also don't provide copies of receipts - they instead send a link toview your receipt which suddenly becomes deactivated and unviewable oncee-signed, so there's no way to print a copy at the time. We chose FlatRatebased on their website promises and all of the promises made by their sales rep,and based on the initial paperwork that echoed both what the sales rep andwebsite promised. Changing the price, the terms, the coverage, and everythingon the day of the move weeks after payment had been made is not what we signedup for.They are still ignoring the items damaged and "lost" or stolen bytheir careless crew, which totaled and disregarding the price gouging the dayof the move - which again, we had an onsite visit with a binding estimate of$3,899.12 that jumped the day of the move to $4,516.85.With regard to what they said - "All customers are informed that they canonly file one claim per move, not just one claim," please see Attachment3. FlatRate was aware of the situation that there were 3 moves, but we againwere specifically told to file one claim. Not linking these moves togetherwould dispell any liability for FlatRate; if the rugs were moved with the firstmove which were confirmed and signed off on, but didn't arrive with the secondor third moves and thus were not on those new inventory lists, they wouldobviously claim that they didn't move the rugs, citing the new inventory listsbecause there were no rugs on those lists, and they're considered separatemoves.On a side note, page 25 of the Valuation Agreement paperwork has Section 6highlighted where FlatRate explicitly states that consumers only have 90 daysto file a claim. They're lying to the Revdex.com about this, just like they're lyingabout everything else.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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,
[redacted]

Good afternoon,I have reviewed your claim and see we sent you an update as recently as yesterday about the delivery of your mattress for Saturday. You should receive communication from one of our representatives shortly regarding an exact time-frame for the delivery. As far as the other issues you experienced with your move, please contact our claims department at [redacted] so we can assist you with your missing and damaged items claims. As soon as all items and customer service issues have been logged and completed we will be able to fully assess your claim and provide settlement.Once again, we truly apologize for all issues you experience but hope to make things right.Sincerely,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]
Signed Elite Move plan WAS received. A copy of the signed Elite plan, and a copy of the email sent to sales consultant have both already been attached to this complaint.   Business has failed to acknowledge these pieces of evidence.We also provided a credit card number via phone to customer service to hold the Elite move per the plan on the same day. Revised Move plan WAS NOT sent.Please provide evidence of the sent revised move plan (how was it sent? email? please show proof).  There is no record beyond the unsigned move plan attached by business to this complaint, we were never shown this.  No record of email correspondence. No record of us reviewing the revised move plan electronically or otherwise.Businesses' responses are not addressing the fundamental complaint and instead providing inaccurate and untrue information.
 
 
 
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Sincerely,
Ryan G[redacted]

Hello,This move originated in [redacted] and was shipped to [redacted] by other agents (not FlatRate Moving). FlatRate Moving moved this shipment locally in [redacted]. We did not open, unpack, reseal, or otherwise mishandle the customer's container. Of 10,495 miles, FlatRate managed the container...

for 41 miles.Thank you.