ComplaintsforFlatRate Moving

• 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.
  

   

   

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moving is fraught with occasional problems that more or less are resolved. But FlatRate Moving has brought devastating destruction and rock-bottom incompetence into a move of only 20 city blocks. It started with the unctuous, false promises by the salesman over the phone and via email. Of course well do this, of course well do that, we just want you to be happy. To begin with, the company supplied a fraction of the cartons than promised. When I saw the flattened cartons against the wall, I said, where are the rest of them? There wasnt a rest of them. I called them and they said thats all Id be getting. I must have squawked to their customer service (another ha ha), and a few more were delivered, too few. This initial incompetent facet of the move led to the stuffing, and I mean forceful, bodily stuffing of all my stuff in the inadequate number of boxes. Seeing the untrained packers (another horrible joke) physically forcing things into too-few boxes, with and without wrapping, was too much for me. There were two results of this mis-handling: several precious things broke, and more than I know at this point because I havent been able to open the boxes. Part two of this debacle is that one packer had haphazardly thrown my things in so that the contents looked like a tornado had blown through my apartment. For instance, for three pairs of shoes, so one shoe of a pair in one box, a second shoe in another box, and a third shoe in another box. Then theres the absence of labeling on 80-90% of the boxes and some of what there is is illiterate, misspelled, scrawled and inaccurate. The deliberate over-stuffing of boxes has meant that I cannot budge, lift, turn, or slide them. I will have to hire other people to open and empty them. I will not let flatrate near me again.

  

  Business response

  06/03/2024

  We're sorry to hear about the problems that you had with your move. We've forwarded your complaint to both our **************** and ******************* who should be reaching out to you shortly.

  -Legal and Compliance

  Customer response

  06/06/2024

  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:

  First of all, flatrates customer service was complicit in the problem regarding the inadequate number of cartons supplied. It was they who said more were coming and they did not. Were it not for this failure, my items would not have been stuffed into the boxes we had, and not broken. Secondly, I will not accept an open-ended discussion of my complaint with no endpoint. There should be a deadline by which my refund and possible replacements would be resolved. So I do not believe what they say and it sounds exactly like more runaround. Id like to add that after I wrote my initial complaint, I found to my true horror that the doors that slide open on my two-section farmhouse cabinet dated 1905 to 1910 were jammed apart and to the back of the cabinet, and I have not been able to dislodge them from this position forced by one of the movers. I have never had a mover in the last 20 years that did this. Last but not least, how do you expect to discuss this with your claims department if you dont know the price of the objects ruined? most of my shoes and winter boots were crushed by the illiterate packer. Or are you talking about the whole moving fee, which should be returned to me as this was a noteworthy debacle. I think they are blowing smoke.

   

   

   

   

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

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

  

  Business response

  06/18/2024

  Hello *** *******,

  We have confirmed that **************** has awarded you a credit for problems that you experienced during the move (see attached.) According to our ****************** they have not yet received the paperwork needed from you to start the claims process. Please complete the claims form which should have been mailed to you by Claims and/or ****************.

  Your Claims payout will be in addition to the **************** credit which has already been issued.

  -Legal and Compliance

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this report to not only report Flat rate moving as a company with bad business practices, I am looking for assistance with getting my refund back in full.On 1/20/2024 I had a move scheduled move with Flat rate moving, moving my possessions out of one of their storage units where my they have been stored for the past 38 months. Upon arrival to my current home, the movers claimed that some of my items didn't fit on the truck and someone would be following up within the hour. After a few hours and not getting a call from anyone, I reached someone from the dispatch office, who claimed that they were not aware all of my items were not being delivered and that they would get back to me. After 1 FULL week of me reaching out to anyone who would answer my call, and me leaving multiple messages, I received a call and it was finally determined my (5) items were just lost. I was advised to file a claim and provide as much detail as possible to the current value for replacement. I have attached all documentation I sent, incl. submitted claim form, claim letter, existing photos, and photos of the current value, which totals $4,636. Additionally, I requested a partial refund for the cost of my move, $425 since the move was based on qty of items to be moved. (total value $850). Attached is the email I received notifying me of awarded claim refund of $300. According to the letter, the total value of refund is determined by weight? Then why ask for value of my possessions?? If I lost a diamond ring worth $10,000, would I get that value back in weight??? $5.00?This company has ZERO customer service. Not one person actually reached out to me to answer any questions, give me any updates or try and resolve locating my items. The claims department is email only, the sales department, who set up my move could care less. I was completely ignored and passed around to each ***** with zero answers. I will need to replace my items out of pocket due to their negligence.

  

  Business response

  02/07/2024

  We're sorry to hear that you had problems with your Out of Storage move.

  We've checked our files for your move - it appears that you've been through our initial Claims process. Your items were not covered by valuation coverage, so your claim was settled at the Federally mandated rate of 60 cents per pound. FlatRate does not recommend shipping small, expensive items (such as jewelry) without valuation coverage or 3rd-party insurance. If you feel that the weights used by our Claims team were unreasonable, you may appeal your case by sending an email to **************************************.

  It appears that your move has already been reviewed by our ***************************** on 2/5/24 you were issued a refund/courtesy compensation of $207.28.

  -Legal and Compliance

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I am simply writing here because FlatRate refuses to answer my emails and phone calls.I wish to resolve a billing dispute that is only $800 extra than what I paid. Attached screenshots of my withdrawals. July 3, 2023 - Flat Rate Total bill for delivery NY to ******** $3,640.16 Sept 2023, Wire Transfer to international delivery company $2028 Total Paid ******* + additional fees for paperwork, notaries, tax-id etc.This was supposed to be ONLY taxes around $1,200, but I paid $2,003 + $25 Wire fees, and I ended up being charged these warehouse fees unfairly - attached invoice_********.pdf file. Keep in mind the conversion rate in ******** pesos changes daily.FlatRate claims to be "well-versed in foreign regulations and customs-clearing processes" which I can attest was not the case at all. I had to rush to get a tax-id number in person in a foreign country unbeknownst to me, I had many signatures and notaries to complete, and various inventory and communication between parties as if I was the delivery company.My dispute is, I was falsly charged warehouse fees when that should never have happened if FlatRate was available to answer phone calls and questions by their shipping partners. I have many gaps for days in emails, and even now, there is 0 communication from FlatRate regarding my complaint after I was informed by ****** that they would help cover these warehouse costs.****** directed me to customer service and they do not respond to my emails and I am sent to voice mail when I call. I have not received any response voice mails or texts, or emails from Customer Service.My Account Order Number is: #******* Appreciate a quick resolution to this.

  

  Business response

  12/07/2023

  We have forwarded your complaint to our ************************ as well as ****************.

  From what we've been told, the fees that you experienced in ******** were legitimate Port fees.  Your items were selected for a random inspection, which may have led to the associated fees from his inventory being warehoused.  The total fees and taxes charged by the ******** port may have exceeded our initial estimate stated on the contract.

  It is our understanding that **************** will be extending you some courtesy compensation for the problems that you experienced with your move, but FlatRate is not responsible for the ********* port fees.

  -Legal and Compliance

*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. ↩