Complaints

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

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  FlatRate Moving

  27 Bruckner Blvd Bronx, NY 10454-4487

  
• 

  FlatRate Moving

  99 Evergreen Ave Newark, NJ 07114-1124

• 

  FlatRate Moving

  545 W 25th St # 15 New York, NY 10001

  

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.

• Initial Complaint

  Date:02/01/2024

  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.

  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

  Date: 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

  Date:11/29/2023

  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.

  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

  Date: 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

• Initial Complaint

  Date:11/20/2023

  Type:Product 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 have determined that my complaint has NOT been resolved because:

  The response said the company's storage legal team would reach out to me shortly, but they did not.

   

   

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

  

  Business Response

  Date: 11/20/2023

  We have forwarded your complaint to our Storage Team, who should be reaching out to you shortly regarding this issue.

  -Legal and Compliance

  

  Business Response

  Date: 12/06/2023

  It's our understanding that the $160 storage access fee would be waived - the Storage team was supposed to have reached out to you to confirm.

  If the issue with the fee is still outstanding, please reach out to Storage and/or ***************** and they should be able to assist you.

  -Legal and Compliance

  Customer Answer

  Date: 12/10/2023

  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. Thank you.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/09/2023

  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:

  I have not been contacted.

  I want determination and resolution on where my missing contents are and what the status of that process is.

   

   

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  his started April 7th).Since that time I have emailed, called and left messages so many times TO EVERYONE I COULD FIND I DEALT WITH AT THIS COMPANY and including customer service email and phone.I HAVE NEVER RECEIVED ANY REPLY AT ALL FROM ANYONE.It is now NOVEMBER and NOTHING. We are missing 7 boxes of contents from this move.I feel strongly that this company DOES NOT CARE AT ALL what to happens once they have your money and the contents are delivered (whether all of that is received or not).I WANT SOMEONE IN AUTHORITY IN THIS COMPANY TO ADDRESS OUR LOST CONTENTS AND MAKE THIS RIGHT. It is possible our contents could have been or are still sitting in a warehouse in ****** or Bronx, but since no one will respond there is no way for me to know if those things are lost forever or make a claim for them against this company.

  

  Business Response

  Date: 11/09/2023

  We are sorry to hear about your missing boxes. Your complaint has been forwarded to our Claims and Long Distance teams. Claims should reach out shortly with the paperwork for starting the process of reporting the missing boxes; while Long Distance can double-check our storage facilities to see if your boxes can be found.

  -Legal and Compliance

  Customer Answer

  Date: 12/06/2023

  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]

  I was contacted by customer service on the 14th and told ********************** would be looking for the items. I have not heard further from them, but we agreed additional contact was needed to determine the status of my contents in both ** and NY locations. We LOST 7 boxes of contents in this move.  Having that amount be missing is completely unacceptable.  I was emailed separately a claim form from a different department with a bold highlighted clause that has a time requirement to file a claim, which I will NOT accept based on the business not responding to me for MONTHS. If this had been addressed at the time of the delivery when I originally notified the business it is possible we might have been able to locate our missing items. More communication directly with me to convey the extent of their ACTUAL efforts to locate our contents would be helpful rather than communicating via this portal to just file a claim. 

   

   

   

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

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

  

  Business Response

  Date: 12/20/2023

  Our Long Distance Manager oversaw an effort to find your missing boxes/items. Unfortunately, they reported that none of the missing items were found.

  The only way forward at this time is to submit your claim form. If, by chance, your items happen to be discovered during the time your claim is being processed, then they will still be returned to you - there's no reason to not start your claims settlement process.

  -Legal and Compliance

• Initial Complaint

  Date:10/03/2023

  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.

  This is the worst move I've ever had. Paid $1.5K to move a 2br apartment around the corner plus $500 for 2 packers to pack the apartment. Was told I'd have 4 movers in addition to the 2 packers and that it would take 4-6 hours total.Day of the move, they sent 2 packers, but no movers (the 2 guys they sent told me they were hired for the move that morning). I couldn't get any response or info from the company until they finally sent over 2 movers at 4:45pm, arrived at the new building at 5:20pm, 20 minutes after the end of the move in window. We were not allowed to move in and only had a place to sleep that night because the super let us at least take up our kids' cribs and our bed.

  

  Business Response

  Date: 10/03/2023

  We have forwarded your complaints to our **************************** and the manager there reported that they were working with you to try and resolve the issues that you had with your move.

  We apologize for the problems that you experienced with your move.

  Legal and Compliance

• Initial Complaint

  Date:09/19/2023

  Type:Sales and Advertising 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 had a move in July from flat rate storage ( I storaged my furniture and belongings in flat rates storage units)After unpacking I realized there are a couple of boxes missing. I would like to have them back if they are still there in flat rate storage

  

  Business Response

  Date: 09/19/2023

  We have forwarded your issue to ***************** who should be reaching out to speak with you about the missing items. We hope that they will be able to assist you with finding your goods.

  -Legal and Compliance

• Initial Complaint

  Date:09/07/2023

  Type:Billing 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 HThis letter is meaninless as I had additional insurance which I paid $200.00 for.

   

   

   

   

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

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

  

  Business Response

  Date: 09/07/2023

  We apologize for the damage suffered during your move, but please note that the service which you signed for was not insurance - and was never presented as insurance - it was valuation coverage. We have included the signed **** of Lading from your move, where you can see that you initialed "Option 1", under the section which reads "VALUATION, THIS IS NOT INSURANCE"

  That section also includes mention of the $500 deductible.

  -Legal and Compliance

  

  Business Response

  Date: 09/18/2023

  Again, it was not insurance. It was valuation coverage. The terms on the Bill of Lading are clear.

  Unfortunately, you've already been through both our Claims and Appeals processes. Your damage claim has been marked as closed and settled; no further settlement amount is being considered at this time.

  -Legal and Compliance

  Customer Answer

  Date: 09/19/2023

  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 becauseI was clearly

   

  I was clearly asked my the person who wrote up the proposal if I wanted to BUY INSURANCE.  It was Plain English.  He didn't mention anything about that it WASN"T insurance, that there was a $500.00 deductable, that they pay no sales tax or delivery charges or that they would make good on making sure I had a matching set of tables.  I am not surpised as if he did I would have had many questions and approached this completely differently.   I assumed after I bout $20,000.00 of insurance that I was fully covered and left it at that.  I trusted them with this as I did my furniture.  Based on my experience clearly I was wrong on both counts as they misrepresented the insurance and damaged my furniture.  They can spin it anyway they want but they are wrong and their Yelp reviews back up what I am saying.

   

   

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

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