ComplaintsforFlatRate Moving & Storage LLC

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We hired flatrate Moving to move our belongings across the country from CA to **. They rushed ** to sign documents, ran our credit card for the full amount prior to the move, stopped communicating with us, left us in the dark, and then broke several of our items after showing up nearly 8 hours late. Their recovery efforts were abysmal, the appeals process was a joke and we were left with thousands of dollars in damage and only $1,000 full and final settlement. There is soooo much more, but your character limit is too small. I've attached screenshots of some of the emails as well as pics of the damage. Thank you!!!***** 9

  

  Business response

  09/08/2022

  This is for the wrong business, pleas direct to FlatRate Moving in **********. 

  Customer response

  09/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is not a resolution, but instead a piece of necessary information. I would like to file the same complaint, but to the appropriate business since the response here stated that it was the wrong business. Please advise on the best way to do so.   
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2020 we had flat rate movers empty our storage unit which was full along with our apartment and move our belongings to our new home. due to the volume of items moved we store the boxed in the garage and have been emptying them over time. we finally finished. When the the last of the boxes had been emptied we realized were missing items I reached out ******************** to inform them of the items that were missing. I was informed to reach out to their claims department which I did. Upon doing so the claims department ignored my calls and my email. I would like full replacement cost for my stolen items.

  

  Business response

  08/02/2022

  According to local regulations If your household goods are lost or damaged in the move, it is your responsibility to give written notification to the moving company within 60 days after delivery of your household goods. This move is 32 months or 960 days since it was done. There is absolutely zero responsibility to a mover at this point. 

  Customer response

  08/09/2022

   
  Complaint: 17641550
  
  I am rejecting this response because: those workers 
  Robbed us and we need to replace our items. We have since reported the thefts to the police and discovered that we have not been the only ones to suffer from Flat rate movers  robbing their clients along with other unethical behavior. Unless we are made whole, we will be moving forward with further action.
  Sincerely,
  
  ***************************

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  SUMMARY:We live in a high-rise condo in Miami. The condo is conducting extensive exterior renovations that require that all furniture be removed from specific terraces for specific time periods. The building management arranged for a discount rate with FlatRate for residents. We contacted FlatRate for the removal and storage of our west terrace furniture. When the exterior work was completed we requested the return of our furniture. After a month of looking, FlatRate admitted that our furniture was probably lost forever. We filed a claim five months ago. We have not received any response to our claim submission or telephone calls. MAJOR DATES:01/2021 Arrangements made via telephone, including a credit card for payment 02/22/2021 Furniture picked up by FlatRate 02/27/2021 Emailed contract was signed 11/03/2021 Request made to have furniture returned 12/09/2021 FlatRate admitted that furniture was probably lost forever 12/2021 Multiple calls to FlatRate in Miami and ******** 01/14/2022 Claim form emailed to me 01/24/2022 Submitted completed claim via ******* with proof of delivery 06/15/2022 Most recent voicemail messages left in Miami and ******** CLAIM:Reference number ******* Amount $3,549.85 $ ******** Storage paid ****** Ascot teak upright chair ****** Ascot teak lounger ****** Two (2) *********** folding teak dining chairs ****** West Elm tiled bistro table ***** Small folding teak table Pictures of all furniture, in place prior to storage, was included with claim.

  

  Business response

  08/31/2022

  this has been settled in full and paid by check that has already cleared

  *************************
  900 ************* #****
  Miami, ** 33132
  
  Claim No: FRLD #*******
  
  Dear *****,
  
  Please accept our sincerest apologies for any inconvenience that you *** have experienced with your recent move. I have enclosed copies of your Move Plan.
  
  
  The results of the claim are as follows:
  
   Chaise Lounge:                                                        500lbs
  Folding Teak Table:
  Bistro Table:
  Small Teak Table:
  Marine Grade Teak Dining Chair (2):
  Teak Armchair: 700lbs
  1000lbs
  400lbs
  700lbs
  524lbs
   Total: 3,824lbs
  
  
  At $0.60 per pound at 3,824lbs your total claim is $2,294.40.This claim was settled in full according to the full value/replacement price of the items. Accordingly, enclosed please find a check in the amount of $2,294.40 serving as a full and final settlement for claim #******* filed on 01/14/2022.
  
  *All moving companies are required by state and/or federal law to offer released value protection (minimum liability), which is set at 60-cents per pound per article, and settle those claims accordingly.
  
  Filing an Appeal: If you (i)believe that the above referenced settlement amount is unreasonable given the facts of the claim and Valuation terms and/or (ii) if you have additional information that was not, or, your believe was not, taken into consideration in the processing of the claim, you *** have the entirety of your claim reviewed, along with any additional information that you provide, by a committee of senior FlatRate Moving executives. To file an appeal please email ************************************** and indicated why you believe your claim should be reexamined as well as including/attaching any additional information that you have. In order for your appeal to be reviewed you must submit it no later than 30-days from the date of this letter. The appeal process *** take up to 30-days from its submission date.
  
  
  Sincerely, 
  
  Claims Department
  

  Customer response

  09/01/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contracted this company to store our things in climate controlled storage. We did not receive climate controlled storage and as a result many of our items were damaged from water / moisture. In addition, this company lost many of our things and just never delivered them. This is listed in the claim forms. I am attaching proof this company was paid for the services. I am attaching photo proof there is significant water / moisture damage and staining to our wood furniture, sofa's and carpets as a result of this. I am attaching claim forms that list the items of ours we did not receive form the storage facility. I am attaching a text from our move manager that claims ***** ****** at Flatrate move / storage had located our lost items - which isn't true as we never received them, but proves the storage unit lost them. We NEVER received our items. I want our damaged items repaired and missing items replaced.

  

  Business response

  07/26/2021

  Business Response /* (1000, 12, 2021/07/19) */ please see attached climate control storage receipts, with address confirmed the day prior via email. Consumer Response /* (3000, 14, 2021/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is exactly the point of my complaint. I paid for climate control. I confirmed it in writing. I didn't receive climate control. Our items have extreme moisture and water damage. Here are just a few images of our things that have moisture and water damage - rugs, stained sofa's, wooden furniture that now has the varnish cracking, cracking seems from moisture which has caused the wood to "expand". The cardboard boxes our things were in show water damage - and the contents of the boxes show water damage. Business Response /* (4000, 17, 2021/07/19) */ Please see attached climate control storage receipts. Feel free to contact the facility to confirm the items were stored as they were said to be. Consumer Response /* (4200, 19, 2021/07/19) */ ***Document Attached*** In addition, I went to the address where the items were stored because I had to for my police report. There is NO equipment for climate control. The units are like garages. No climate control. In addition, this answer from the company does NOT address the "lost, stolen, missing" items - which total over $30,000.00. Business Response /* (4000, 21, 2021/07/21) */ Attached is the location the items were stored matching the the invoices and address provided, along with businesses information. Clearly showing a building with an AC facility. The items were stored in the climate control facility. Feel free to contact the location with the unit numbers on the provided documentation to confirm. The fact that a facility also offers outside storage does not mean that's where the items were stored. espeically with along with photos of the climate. This company did not move the items and we strictly used for storage, so we cannot comment on the reloation of the good. Consumer Response /* (4200, 23, 2021/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business can attach the receipts for climate control storage all day long because I definitely DID pay for that service. The reality is I have submitted pics of our items with significant water / heat / moisture damage. They have lied that they didn't move the items despite the fact that I have emails from this exact company and pics of the truck with their name and address on it delivering our items. I also have emails showing they did the move that I have attached here. It's clear they are unethical and will do anything to avoid responsibility for their actions. Business Response /* (4000, 26, 2021/07/22) */ The items were stored in the climate control facility. Feel free to contact the location with the unit numbers on the provided documentation to confirm. We have provided proof that both claims are false, the items were infact in a climate control facility, and that we only did only the storage and are a DIFFERENT ENTITY, which has already been closed by the BBB with supporting documentation. Consumer Response /* (4200, 28, 2021/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) No the items were not. There is significant damage to the items. Proof of this has been supplied numerous times.

• Initial Complaint

  06/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivery Issue on 6/1/21 (#XXXXXXX): Paid for guaranteed delivery from 12pm-2pm. Didn't arrive until 4:30pm. During delay, called our coordinator ****** ********** several times who said the movers (which was subcontracted to Piece of Cake Moving after being told they would not subcontract our delivery) called us repeatedly with updates (which they did not). After arrival, the movers left our items unattended in the street and lobby of the building (the movers were no where to be found). Emailed/called Martin several times and requested a call back from a supervisor - they never called. Now requesting refund and apology from company for poor service/delivery issues and additional hours on our part needed to locate movers and ensure out items were not stolen.

  

  Business response

  07/19/2021

  Business Response /* (1000, 9, 2021/06/29) */ unforeunatly in the transportation industry there can be delays on the road, because of this especially on delivery we do not provide a time guarantee just a date, which was provided and done. Also all long distance deliveries only have 2 drivers. This is standard and how the industry work, when the movers are loading and loading the goods the trucks are outside the location. nothing was subcontracted, the truck and drivers that delivered are our affiliates and were able to dlivery on the guaranteed date promised to the customer. The item arrived on time, and were deluivered in total and safely. Consumer Response /* (3000, 11, 2021/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response. Movers left our items unlocked, moving van door wide open displaying all contents on a busy midtown manhattan street, we were told numerous times the day of the delivery the movers would be there by 2pm, asked for the delivery drivers phone number numerous times and they would not provide and we asked to be called by a supervisor and we never were or have been called back. Request apology, and refund of $200. Terrible customer service. FlatRate Moving & Storage LLC rating should be lowered. Business Response /* (4000, 15, 2021/07/16) */ Our reply remains the same, and we will not compensate due to mo Italy demands for service performed according to contract, without damages, and completed move. In the transportation industry there can be delays on the road, because of this especially on delivery we do not provide a time guarantee just a date, which was provided and done. Also all long distance deliveries only have 2 drivers. This is standard and how the industry works, when the movers are loading and loading the goods the trucks are outside the location. nothing was subcontracted, the truck and drivers that delivered are our affiliates and were able to dlivery on the guaranteed date promised to the customer. The item arrived on time, and were delivered in total and safely. Consumer Response /* (4200, 17, 2021/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) What does "due to mo Italy demands" in their response mean? Again, 2 movers may be industry standard, but I would think they should be expected to lock-up the truck when unattended (or at the very least close the door to the cargo); we were told they would be there by 2pm several times during that day, someone must have known that was not possible especially after 2pm and before 4:30PM when they finally showed up (again, without ever calling. I only found out the movers had arrived when I called Martin at 4:30 pm "and asked what is going on, are they delivering today?" and Martin said they were there and then when I went to check to see if they were in fact there I found some of the furniture sitting in the lobby unattended and then I walked out to find an unattended truck with the cargo door open); it took us 15 minutes or so until we found the movers; also, we called Flat Rate again and requested a supervisor to call us, which they never did. I would think FlatRate Moving would at least want to apologize for the poor service/delivery issues/lack of communication etc. Per FlatRate Moving Web-site (https://www.flatrate.com/resources/customer-service/) If you are looking for a stress-free moving experience in South Florida, you have come to the right place! At FlatRate, we fully understand the challenges you face when moving, and make it our business to strive at every stage of the process so you experience The Perfect Move. Customers first Our Philosophy We have kept our quality of service consistent over time thanks to our commitment to our customers. These practices have yielded us an A+ rating with the Better Business Bureau and a phenomenal number of repeat clients. If you are unsatisfied with our moving service in any way, please contact us today and give us the opportunity to make it right. BBB thank you for trying to help.

*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. ↩