Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired FlatRate for a move in August. I paid them to pack and move for a move within the same building. I encountered several issues.1. The movers packed my belongings in used cardboard boxes from a previous move from a different costumer. I should have been notified about this practice. I saw my kitchen items being packed into a used box labeled "kids toys." I appreciate environmental efforts but then they should use plastic boxes that can be cleaned between moves.2. The movers lost two pieces of art which I find shocking considering that the move was within the same building! 3. I filed a claim about these lost item on 9/24 and I have not heard back (I have tried to email and call and no one answers).4. I have called or emailed costumer service almost weekly since my move to discuss the the above issues (used boxes and lost items). I received an $125 courtesy credit on 10/25. I do not think this credit sufficiently covers my concerns. I also do not think it should take 2 months for a company to respond to a costumer service concern.I would like for a member of the team to call me and to issue another refund given my concern with the boxes, my lost items, and less than satisfactory costumer service.

  

  Business response

  11/12/2024

  We're sorry to hear about the problems that you experienced with your move. According to your file, we can see that you've been in contact with our **************************** and that they've issued you a courtesy credit. At this time, additional credits are not being considered for this move. 

  We've reached out to the ***************** regarding your case - your settlement check was awaiting approval from the ******************* but it was recently approved, so your check should be issued shortly.

  -Legal and Compliance

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Breach of contract to provide elite service move on October 21, 2024 from FlatRate storage facility to our apartment, which had been undergoing renovation over a 3 month period. The move was supposed to provide organized unpacking and placement of belongings to reflect a mirror image of original placement. Instead, we got a chaotic mess and can find nothing. ( paper files placed in linen closet, linens placed on the upper shelf of clothes closet, items from one room jumbled and mixed up in drawers in another room, etc; items crumpled, stuffed into drawers with wrapping paper; tv broken, damage to newly replaced wood floor, scratched newly painted walls; also brought infestation of carpet beetles because apparently packed and then unpacked food items on move to storage(such as crackers, cereal,etc) that thy said they would leave out and not take, but did pack. Took photos prior to move to storage to assist with move back from storage, but unpackers said they didnt have the photos available. Whole experience has been devastating and has upended our lives. We are elders, not in good health, who chose this service out of necessity, but we are now in worse health after this complete breach of contract. Their claim form process for damaged or lost items is not adequate. We would need professional organizers and other help in order to determine what is missing, damaged and it will take months to determine and reorganize. As elders, we frankly dont have that much time and FlatRate also has a deadline for submitting claim form, which, as mentioned is inadequate to quantify loss of an organized lifestyle, as well as property damage, such as floor repair, not to mention the tremendous emotional stress caused by failure of FlatRate to fulfill the terms of their contracted services.

  

  Business response

  11/12/2024

  We are sorry to hear about the problems that you had with your move. According to the notes on your file, our *************************** has spoken with you on several occasions, and a follow-up moving crew was sent to help you with unpacking/organizing your items.

  While there is a time limit for submitting a claim; you'll find that it's quite generous, and the ***************** is very unlikely to reject any reported claims that are within a reasonable timeframe of your move date. So take your time, work through your boxes, and submit a claim when you're sure that you've got everything.

  -Legal and Compliance

  Customer response

  11/12/2024

  Better Business Bureau:
  
  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]

  We need a full refund, as detailed in our complaint. Please see attachments, specifically photos, which explain the reasons for our request. Your response is as evasive as it has consistently been. The various ineffectual actions you refer to were all mentioned by us in our complaint.  The claim form is inadequate for what we need in order to correct the damage done by your company. Read our complaint and the letter we sent to your customer service representative . Your response is useless for us and we reject it.

   

   

   

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

  
  Sincerely,
  
  ******** *** ****** ****
  
  
  
  
   
  

  

  Business response

  11/13/2024

  FlatRate has gone above and beyond our obligations regarding this customer / this move - we have, at no additional expense to the customer, sent back crews to help them rearrange boxes and move furniture at their request. 

  On both the Into Storage and Out-of-Storage moves, the customer has rejected Valuation Coverage - this is also shown in the Bill of Lading that the customer has uploaded to the ********************, on which they have initialed, signed, and dated OPTION 3. This is a waiver of full (replacement) value protection, providing 60 cents per pound for any item which was damaged or lost during a move. FlatRate has sent the cardholder a claim form and instructions for how to submit their claim for lost or damaged items. When they submit their claim paperwork, they will be compensated as per their chosen coverage.

  This move was completed; FlatRate has done everything in their power to aid this customer with their reported issues. We will issue a settlement check for any lost or damaged items once the customer provides their paperwork. A full refund is neither necessary nor called for in this instance.

  -Legal and Compliance

  Customer response

  11/14/2024

  Better Business Bureau:
  
  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]

  Please see original complaint. This business has gone above and beyond to completely upend and destroy our home. They did not perform the ********** as contracted. The measures offered to supposedly correct, as detailed in original complaint, were completely ineffectual and simply amounted to inadequate attempts to mollify us. The response is inadequate, rude, evasive and is rejected.

   

   

   

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

  
  Sincerely,
  
  ******** *** ****** ****
  
  
  
  
   
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used FlatRate movers for a move that took place 9/23. I scheduled the move on 9/16. At the time of scheduling, the move plan included 3 stops and would cost a total of $1775. I was clear that 2 of the additional stops were not confirmed as I was coordinating with friends who would be taking some of my furniture. My move coordinator said that was okay and I could remove those "optional stops" once I confirmed. He encouraged me to sign the contract in the meantime including all the stops so that I could lock in the move date and make adjustments later in the week. The two "optional" stops were totaling $850 dollars. In the days leading up to the move, I reached out to my move coordinator to cancel both additional stops. Emails attached showing the request. I never heard back when sending these emails and reached out the Saturday prior to the move to make sure that I wouldn't be charged the full amount. My move coordinator said the stops were removed. The move was completed 9/23 with only the one stop. I noticed on 9/27 that I was charged the full move amount (inclusive of those 2 additional stops). I reached out on on 9/27 by phone and email and was told over the phone that it was "being worked on" but no response in writing to my email. The charge was still not fixed on 10/2. I called again and left a message requesting a call back and detailing the issue. I also sent an email and did not receive a reply. I called again 10/4 (today) as the charge still remains on my card. I was passed around to 3 different people, all of whom said they could not help me and I needed to email customer service but that there is no phone number or person with whom they can connect me. I have not received any replies to the emails to customer service which I have sent today. I would like the credit card refund for the 2 stops of the move that did not occur.

  

  Business response

  10/10/2024

  We apologize for the issues that you had with our Finance / Billing Department.

  We see that you've put in a chargeback for $714.46 - we will be accepting the chargeback so that you get your credit.

  -Legal and Compliance

  Customer response

  10/16/2024

  Better Business Bureau:
  
  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:

  It has been 6 days since the response from the business. I have not received the charge back on my credit card. I first reached out about this mischarge on September 27 where I was assured they were  "working on refunding me." It is now October 16th and I still have yet to receive it as of today. I would like the business to provide clear timing as to when the charge back will be completed on their end and proof that they have initiated this with my credit card company so that I know I will receive these funds back. Thank you.  

   

   

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

  
  Sincerely,
  
  ****** ****
  
  
  
  
   
  

  

  Business response

  10/17/2024

  You'll need to follow up with your credit card company - the refund is in their hands now; not FlatRate's.

  Please see the attached chargeback paperwork that was submitted by FlatRate to their credit card processor.

  -Legal and Compliance

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired the FlatRate to conduct a small move 9/18/24. Gave specific instructions that the furniture being picked up had to be photographed prior to being touched by the movers and that the photos be shown to me to approve the pick up. Was assured by ***** and ****** in dispatch this would be done and confirmed this three times. The photos werent taken and the furniture was delivered to me. I was given assurances by ***** in customer service that I would in lieu of the photos receive an affidavit signed by the movers that 2 black chairs were picked up. My chairs being stored were white and not black. Despite the promise I have been ghosted by FlatRate. They are not responding to my calls/emails.

  

  Business response

  09/24/2024

  We have forwarded your complaint to the *************************** as well as upper management.

  Customer Service reported that they're currently waiting for you to send them an affidavit. As soon as you send that to them, they should be able to continue handling your case. If you have any questions, please feel free to call them for additional information.

  -Legal and Compliance

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The original quote we received to move our items out of FlatRate storage to our new apartment was significantly higher than a competitor quote, so we received permission to send the other moving company to pick up our items and deliver them to us. *****, the ** of Sales sent an email directly to dispatch and the warehouse that we would be arriving in 2 days. Upon arrival, they not release our items, they said they had no notice of our appointment, until we pointed them to the email. We sent emails, left voice messages and contacted customer support and were told ***** would be contacting us but he never did, he simply ignored every message. We had to separately schedule a new move with this company AFTER we had been out $650 with the previous moving company. FlatRate refused to offer us a discount despite the issues we experienced. After leaving a review, we were contacted by customer service asking us for additional detail about our experience. We were assured that we would hear back in 24 hours with next steps and that they take our issue seriously. We never heard back from customer service and have tried reaching out. Overall our experience with this company has been absolutely horrible and added even more stress to an already stressful situation. Each person we spoke to assured us that someone would be contacting us and each time we had to follow up several times to get anything done.

  

  Business response

  09/10/2024

  We have forwarded your complaint to **************** and upper management.

  It appears that your prorated storage fee should be refunded shortly, and it appears that a courtesy compensation will be refunded for the issues you had with your move out of storage. You should get an email and/or call from **************** regarding the refunds.

  -Legal and Compliance

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our cross country move with Flatrate (FR) was identified in May and finalized in June leading up to a 6/28 pack date. FR sent two packers to move a 5 bedroom home, neither packer spoke fluent English hampering communications. The packing itself was not adequate. Artwork were not wrapped and were not placed in appropriate sized boxes (ex: small photos and frames were tossed into a huge TV box); other items of meaning and/or smaller sizes like a wedding album were tossed into a large tv box without being wrapped and as a result were damaged. Framed art photographs were unwrapped and in a cardboard box alongside tools.We paid for 5 custom wooden crates to be built to transport valuable art works at $200 per crate. These were not built on site, but the movers said they would be built offsite and shipped accordingly. The works did not arrive in crates and I have no evidence that they were crated as the boxes they arrived in were the same they left in. The wrapping they were sent in was inadequate and damaged the pieces.Despite taking several items off our final manifest including a queen mattress, 2 twin mattresses, a large bookcase, one glider armchair, 3 straight back chairs, one large dresser, two small dressers, a small sectional sofa, and a large rug the difference was only ~$1500 in savings vs. an overall bill of $19,765.49--or approximately 7.5% (see the difference in Move Plan from May 30 to June 24). Note, this accounts for $1000 in value for the 5 crates ($200 each) described above.Since the arrival of our things which arrived without notice and late on the second to last day in the delivery window, we have called and left more than 6 messages for Flatrate to return our calls. In only one instance I was able to speak to ***************** ***** ********************** and I spoke for 22 minutes on 7/29 at 5:11pm and he noted he would pursue refund of the crating fees as well as consideration for poor service. I have heard nothing since via email or phone.

  

  Business response

  09/10/2024

  We've forwarded your complaint to our *************************** as well as to upper management.

  It appears that your file may have been misplaced, and we apologize for the delay in responding to the issues that you had with your move. **************** should be getting in touch with you via email and/or call to work on resolving your concerns.

  -Legal and Compliance

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid ************ to move our belongings from ******, ***** to *******, ********. Items were delivered damaged and the final delivery drivers attempted to increase the price on us by saying there was an increased stairs fee and that it is standard to tip $100 per driver. We were told that this need to be paid before our items could be brought into our building and so I pulled $400 from the *** to pay the drivers while they unloaded items from the truck onto the street. Upon returning and handing over the cash I realzied that only one box on the truck was mine and the rest belonged to someone in *******. They returned the cash and returned about 12 hours later with our items. During that time I looked into the matter and verified that I had paid the correct stair fee in my inital payment, and it was confirmed by the company via email that I should not give the drivers any cash. The drivers upon return insisted that there was an additional stair fee and so I called the company and the driver took the phone from me, switched to talking to someone else in Spanish and hung up and said that the stair fee was now lower. So I called the company back again and he relented and said there would be no stair fee, but continued to pressure me to tip him and the other driver. I refused. Items damaged include the mattress which had a tear in the plastic coating which allowed a dark powder to encrust part of the mattress that I was unalbe to remove. The other damaged item was a crushed box with a pillow and dishware. The flatrate claims department agreed to pay $420 for the damages and said we would receive a check within 28 days. The check has not been received and we have not received a response on the claim since flagging this on August 20th.

  

  Business response

  09/03/2024

  We have forwarded your complaint to our ****************** Your settlement check is currently waiting for the ****************** to print the check and for it to be mailed out. We anticipate that this should take place shortly - we apologize for the delay.

  Legal and Compliance

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract with Flatrate moving on 7/14/2024. This company moved me, and in the process broke a 50inch TV (bought by my deceased Dad). I submitted a claim form and supporting documentation to the company as they told me. They never processed my claim, as they said they would in the email submitted, They never sent me as much as a letter to or email updating on the status of my claim. They ran away from it, with indifference and disregard. I left several message and sent several emails, ALL of which were ignored. I have since sought counsel, they lied to my attorney, and we are waiting for proof of their claims.They are not an upstanding business ( at least their ***************** isn't)

  

  Business response

  08/23/2024

  According to your Claims file, your claim was closed on August 15th - you should have received an email (please find attached.)

  Your file is currently with our ******************* pending the check being printed. It should be mailed to you within the next 10 business days.

  -Legal and Compliance

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We engaged Flatrate Moving to move from *** to ********* in December 2023. We paid over $9000 for the services, and in all our conversations and written agreement we were told the move would take "UP TO 11 weeks." This means we should have received our belongings by February 15. In the lead up to this date we followed up many times with the company to check on the move and timeline, as our AirTag showed that the vessel was not moving. After weeks of follow up, I finally received an email from the company saying the vessel was due to arrive in ********* on March 12 (this is already 1 month late). This timeline kept extending and our furniture didn't come. Finally we were told the shipment was in ********* and estimated delivery date was now not until March 20. By this stage I had already requested a refund compensation. No response. Finally a month later in mid April, we received our furniture. In total it took almost 20 weeks to arrive, DOUBLE the amount of time we paid for. It's one thing for it to be 1 or 2 weeks late, but double the time is not acceptable. On top of the delays and utter lack of customer service, there were many issues with a missing TV, our expensive kitchen buffet being completely ruined and smashed, and our ******** stroller severely moldy with fungus all over it. I have been following up since with no resolution, which is why I am bringing the matter to BBB. They then told us we'd receive a measly $600 refund, which they never provided. We are demanding a significant compensation / refund amount to make up for the double the time it took for our belongings to arrive and the damages. On top of this, the insurance that Flatrate advised us to purchase didn't even cover any of the missing or damaged items. This is so beyond unacceptable, and this company should not be allowed to do business. I have attached relevant correspondence and supporting documents. Please, please help.

  

  Business response

  07/05/2024

  Hello,

  We have forwarded your complaint to our **************************** After careful consideration, they have provided a credit to your account - Credit Card Return attached.

  -Legal and Compliance

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The definition of bait and switch marketing tactics and scam. Scheduled time to do a walkthrough. They gave me a quote which I said was ridiculously expensive compared to others. Their VP if sales texts me without my consent asking to speak with me. I respond and he ignores me. The sales agent told me he was "already working with his director to give me a discount". I never heard back. Then I email and call again and no one responds. If you told them accountable for providing a discount they promise, they ghost you and never respond after providing an excessively expensive quote. Do your research and get quotes from other companies, and if FlatRate says they will give you a discount, they will do nothing but ignore you. Complete waste of my time

  

  Business response

  06/24/2024

  We are sorry to hear your interactions with our **************** were not up to par.

  Your complaint has been forwarded to them, so they can provide better service in the future.

  -Legal and Compliance

  Customer response

  06/24/2024

  Better Business Bureau:
  
  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:

  This does not help resolve my current need for movers. Do you care to actually help solve the problem or just say you will consider it in the future? 

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business response

  07/18/2024

  We do not feel that there is anything else productive that can be accomplished on this complaint. Our **************** was informed about this (potential) customer's complaints, as well as his continuing need to move his items. They decided not to proceed with the transaction.

  -Legal and Compliance

  Customer response

  07/19/2024

  Better Business Bureau:
  
  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 response actually reinforces the problem. FlatRate offered a discount, then did not honor that and now simply declines to respond or provide service. This is classic bait and switch tactics illegal in many states. I agree that further correspondence from FlatRate is not productive and thus the record should simply reflect the deceptive activities of FlatRate for all consumers to be aware of.
  

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩