ComplaintsforFlat Rate Moving

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no response from multiple emails and follow up emails sent to the claims department. I have also called and no one ever picks up. The supervisor at that department is also in copy and still no response.

  

  Business response

  02/08/2023

  We have directed your message to our ****************** They should reach out to you shortly - we apologize for the problems that you've had connecting with them.

  -Legal and Compliance

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They will not answer my calls or emails about a piece of furniture that was left behind in my old apartment a week and a half after my move! The movers couldn't move it because of the narrow staircase and that they would need 5 guys to be able to maneuver it, but they said *I* had to call the "central office" to resolve it. That's some BS because they knew what furniture I had ahead of time thanks to the inventory. They should have been ready with the guys necessary for the move.I'm "lucky" my ex-landlord is letting the furniture piece stay during renovations of my former apartment while I fight the movers, but he texted me saying his contractors aren't responsible for any damage that comes to the furniture.I have left 2 voicemails and sent several emails to the staff working with me. They responded within minutes to my very first email about it and then never again.

  

  Business response

  10/26/2022

  ****************,
  
  Weve spoken with the head ******* who was involved with ********************** move; they dont recall there being any reported problems or left behind items by the crew.
  
  Could you please pass along a message for ******************** to please elaborate what was left behind? Ideally with a picture of the item in question. It should be possible to either arrange a pickup of the item(s) or to forward this matter to our **************************** who may be able to issue courtesy compensation for the problems encountered during the move.
  
  -*********************
  

  
  

  Customer response

  10/26/2022

   
  Complaint: 18009185
  
  I am rejecting this response because:
  
  I already had to move the piece because the landlord gave me a deadline of October 8th. I ended up hiring a different moving company who moved the cabinet on October 6th. Due to the lack of response I filed a dispute for the cost of the new movers with my credit card company.
  
  I don't understand how it can be said that my move was complete with no issues as the three movers there knew the cabinet was left behind because they told me it could not be moved without 5 people and I emailed ******************* and *************** on the original date of the move about the incident.
  
  Here is the email chain message exchange:
  
  8/31/22 4:24PM from Me: "Good afternoon *** and *****,
  
  
  
  8/31/22 4:27PM from *******************: "Ok, let me check on the availability and get back to you asap"
  
  8/31/22 6:23PM from me: "I came back to the apartment to cleanup for the landlord and I found the
  movers did not move the bottom part of the china cabinet either"
  
  9/2/22 12:57PM from me: "Do you have any updates?"
  
  9/7/22 7:41AM from me: "I have yet to hear back from you. Please tell me how you are going to correct this mistake."
  
  I later filed my BBB complaint on 9/11/22 and left poor reviews hoping it would get a faster response.
  
  Unfortunately there is nothing you can do for me other than comply with my credit card dispute for the cost of the other movers.
  
  Sincerely,
  
  *********************************

  

  Business response

  10/27/2022

  Okay, as per your request, we will handle this through the chargeback you entered.

  -Legal and Compliance

• Initial Complaint

  12/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Flate Rate Moving charged my wife *************************** $138 storage fee on Nov 26 even though our move was finished on September 3rd. They said the reversed charged would happen in 4-7 business days on Dec 1 and it has never happened. I have called and left messages and no one ever returns my calls or messages. Additionally, I have been trying to seek reimbursement for a broken contract that have gone completely unanswered. We had a contract for a cross country move set to deliver on 8/21 that we had regularly called to check up on and we were notified 30 minutes prior to the set delivery window that day that our shipment had never left ***. Our sales representative called the outcome of the move "frankly shocking", as they delivered weeks after they were supposed to. We called and emailed dozens of times and have had our attorney reach out to the company all of which have been ignored. Flat Rate's failure to deliver on the contract caused us to have to spend hundreds of dollars on clothes, household goods, eating out etc as we tried to get started with two new jobs in a brand new city. All of our attempts for any reimbursement or conversations have been ignored.

  

  Business response

  01/05/2022

  We've looked into the account, and a refund for storage fees ($138.00) was posted on 12/14/21. Please check your credit card statement to confirm.

  A settlement check for damaged items with additional courtesy compensation was sent on November 12th, 2021. If you have not received the settlement check, please reach out to our Claims team - they can authorize sending out a new check.

  -Legal and Compliance

  Customer response

  01/09/2022

   
  Complaint: 16378712
  
  I am rejecting this response because: Flatrate did return the $138 charge finally, however they offered $30 (0.60/lb for damaging our articles) and $45 compensation which we never cashed and reject this as sufficient compensation for breaking out contract and not delivering on the date listed on the contract. We incurred hundreds of dollars in costs because of the delay and are requesting at minimum a 50% refund. We paid over $2000 for a cross country move and delivering the goods damaged and over a week late deserve more than $45 compensation. 

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

  

  Business response

  01/20/2022

  If you feel that your settlement amount is unreasonable given the facts of the claim and valuation terms, and/or you have additional information that was not, or, your believe was not, taken into consideration in the processing of the claim, you may have the entirety of your claim reviewed by sending an email with any additional information / explanations to ************************.

  Your claim will be re-reviewed, and additional compensation may be approved.

  -Legal and Compliance

  Customer response

  01/22/2022

   
  Complaint: 16378712
  
  I am rejecting this response because: I have been regularly reaching out to the claims department via phone and by email and have either been promised it would be handled or that someone would reach out and nothing has ever happened. You can see in these emails that even the person handling our account, *****, called the event shocking but they are offering $45 of compensation on a move that cost over $2000. The business is saying we can reach out to claims but I am not exaggerating when I say my wife and I called dozens of times each to customer service and claims and anyone else that we could and we were always ignored or failed to reach anyone. The voicemail box was full a lot of the times so we couldn't even leave messages. You can also see in the emails that many have been going unanswered and when a response does come in there is a promise that is made to follow up and no one ever does. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired FlatRate for a full service (full packing) move in mid-August. Having used the company twice before, we believed we would receive good service. During the move day the moving team was careless with our artwork, even knocking things off walls while packing. I emailed that day and called the representative for help. During the move, two tall cabinets were broken, one falling off the truck in front of my eyes. And that wasn't the end of it. As we unpacked (we're still continuing), we discovered many boxes in which pictures, sculptures, art and other personal items were haphazardly thrown in, often with no wrapping and many items broken or ruined. This is in direct breach of the contract which stated that these types of items would be wrapped, not randomly thrown into boxes. Even when delicate items were wrapped, they were placed under layers of other unwrapped items thrown on top. We are horrified and angry. I emailed several times to no avail. I want my money back!!

  

  Business response

  09/27/2021

  We're sorry to hear about the problems that you had during your move. We've forwarded your complaints to our ****************** who will send you the paperwork needed shortly.

  -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. ↩