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Business Profile

Moving and Storage Companies

FlatRate Moving

Complaints

This profile includes complaints for FlatRate Moving's headquarters and its corporate-owned locations. To view all corporate locations, see

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FlatRate Moving has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 46 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/10/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I agreed to a flat rate of ****** for the packing, unpacking, and cross country move services from flat rate moving. Contract was signed in mid-January for a pick-up date on 2/15. when the movers showed up, there was a dispute about the volume of the contents they were to be packing. The dispatcher had the movers stop work until I agreed to pay an additional 2500. (My car was being picked up that afternoon, I had a flight the next day - I had literally no choice) The delivery was 8 days late. and not only was it late - but they stopped communicating almost entirely. They didn't pick up my calls, didn't return my calls or respond to emails. I was calling 4 or 5 times a day, and never received a response. When they did finally call to tell me they were coming the next day, I had to cancel a business trip (incurred roughly $600 for the booked flight and hotel) and then they delivered my belongings - but didn't unpack the boxes - which is the service I paid for. The part that is prompting my complaint - is they don't respond to emails, they don't return phone calls, they did issue a $225 credit for my "troubles" but I believe I am owed a refund closer to 3-5 thousand for the service they didn't provide. They are quite literally "ghosting me" in the hopes I will go away. I spent ****** with this company, and didn't get the service I paid for.

      Business Response

      Date: 05/16/2025

      Your complaint has been forwarded to both FlatRate upper management as well as the ***************************** They should be reaching out to you shortly, if they have not already.

      -Legal and Compliance

    • Initial Complaint

      Date:04/17/2025

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:

      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,

      ****** ********



       

      on Marh 24th (along with photos) on March 24th and was told I'd receive a response within days. To date, no one has contacted me even after multiple attempts by me to follow up.

      Business Response

      Date: 04/30/2025

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

      Our ***************** should have sent you a settlement letter relating to this matter on April 14th.

      In short, based on years of experience with property damage incidents which occur during a move and the assessment of our experienced *********, we disagree with the Contractors' assessment that the entire flooring needs to be refinished, and instead a courtesy credit would be issued.

      -Legal and Compliance

    • Initial Complaint

      Date:04/13/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:

      We spent upwards of $1,200 on unnecessary expenses and the company lost $800 worth of our belongings. The only satisfactory solution here would be a $2,000 refund  

       

       

       

       

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


      Sincerely,

      **** *******




       
      the ***** day timeline starting on February 9 vs February 5 when our belongings were picked u[p. Then after many emails and calls to understand the status of the move, our belongings sat in ****** for weeks on end, ultimately our belongings were finally delivered on March 4- almost a month after they were picked up. The issue here is nothing was communicated to us in advance of this sort, nothing was communicated in the agreement that the days were business days. It is highly unusual for a move of this sort to take almost one month. We were greatly impacted by this as we had to live in our apartment with no furniture for 3 weeks. We had to purchase items we otherwise would not have purchased in order to simply make it livable. Had we known in advance we could have packed items we would need in our car that we had moved but we did not. Then finally when our belongings arrived, there were no box numbers or box count and only after we unpacked did we realize we were missing at least boxes.

      Business Response

      Date: 04/14/2025

      We're sorry to hear about the problems that occurred with your move. We've spoken with our **************** manager regarding your move, and it appears that a $525 courtesy credit for lateness was already approved for this move. If the credit hasn't hit your account yet, it should soon - it's currently in processing with our Finance Department.

      -Legal and Compliance

      Business Response

      Date: 04/29/2025

      We've spoken with our ****************** and they reported that they have not received any paperwork from you regarding this move. A claim form was sent to your email; if you are unable to locate it, you can request another one to be sent to you by emailing ***********************************************************.

      When your claims paperwork has been turned into the ****************** they will offer a settlement in-line with your chosen coverage. This will be in addition to the courtesy credit issued to you by the **************** Department.

      -Legal and Compliance

    • Initial Complaint

      Date:12/06/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:


      To Whom it may concern
       
      My name is ***** ******** and I filed a BBB complaint against Flat Rate Moving located in NYC. I hadn't heard from anyone and was given this as the correct contact information to follow-up on my complaint. 
       
      Ive attached complaints I filed with BBB. Photos of the damaged items, the claim form submitted to them for reimbursement of my lost/stolen and damaged items.
       
      This has been going on since Oct 4th. I have tried everything I could to get this resolved. Customer Services will not respond to me. It wasn't until one of the rep saw my last outreach in December and contacted me to gain more understanding as to what happened. He then tried to escalate the matter (which had supposedly been done several times), only for them to come back and offer me a $312 refund. I don't know what they thought that was for considering I spent over $3k on the move and I have over $3k worth of items stolen and damaged. Not to mention the $120 the foreman stole from me during the move claiming it was the cost of some boxes that were not supposed to have been used. 
       
      I want a better resolution.
      I want a full reimbursement for my items.
      I want my $120 back
      I want 25% discount refunded to me for the all the pain and suffering this move and the subsequent stress that has been inflicted on me. 
       
      Is there anything you can do to assist?
       
      Thank you,




      Sincerely,



      ***** ********









       
      g that a box with valuable items was missing. I was told the team was too far away to come back, a request was put in to have logistics get someone to come by the next day. Did not happen. I asked to speak with ***************** no one has ever called. Oct 5 I reached out to my sales **** *******, for help. He explained the team had more than enough boxes per my move plan and no commercial bins should have been used. Additionally, he stated if there was a charge to be assessed the lead should have called dispatch who would have called me to discuss the cost and charge my card on file. As it stands now I have more than $3000 worth of missing, broken/damaged items plus $120 for 2 commercial bins. I have emailed the **************** team multiple times for assistance with no response. I am looking for financial compensation to resolve this matter, reimbursement for my items (a claim form has been submitted), a refund of my$120, and 50% refund on the cost of the move.

      Business Response

      Date: 12/09/2024

      We have forwarded your complaint to the Claims and ***************************** The ***************** confirmed that they had your claim form and that it would be processed shortly.

      If you have not previously spoken with the **************************** someone should be reaching out to you to speak about your move.

      -Legal and Compliance

      Business Response

      Date: 02/03/2025

      We've spoken with the Claims Department regarding your case - they have finished their review of your case and you should be receiving an email regarding your claims settlement shortly. This settlement will be in addition to the refund already issued by the Customer Service Department for the issues that you encountered during your move.

      -Legal and Compliance

      Customer Answer

      Date: 02/04/2025

      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:

      They provided a $321 discount/refund on a $3k service. This, subtracting the actual cash stolen from me, is less than 1%. That is not even close to an acceptable refund for the service I received. I communicated that to them and as they have been doing since October, I have received no response. I would like an explanation of how they calculated this/reason why.

      Claim filed was for over $3k as one items was $3k. it was 20+yr old gift so no receipt was available. Contacted the manufacturer and they told me the item was not fixable and provided a letter stating that which is what Flatrate moving requested. They denied the reimbursement of my item and is only offering $538 for the other items. I've asked for a explanation of the calculation used to determine the items they have approved and a detailed reason for deny the one item as the documentation they requested was provided.

      For both reason this is not resolved and i have said that to them.


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




      Sincerely,



      ***** ********









       
    • Initial Complaint

      Date:11/11/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:11/11/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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,

      ******** *** ****** ****




       
      ble. 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

      Date: 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

      Business Response

      Date: 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 Answer

      Date: 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

      Date:10/07/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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,

      ****** ****




       
      ly 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

      Date: 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

      Business Response

      Date: 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

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