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:09/20/2022

  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.

  My wife, *******************************, and I hired Flatrate for an international move from ******, ** to Brooklyn, ********. We signed the contract April 25, 2022. As per the contract agreement, on June 24, 2022, we paid Flatrate $12,234.16 for end-to-end services. They then transported our goods overseas.Only once our belongings had arrived in *** and were ready to be delivered (8/31/22) did the company inform us of an additional charge of $650 for shuttle fees. We had never heard of the shuttle fee and believe it should've been communicated months earlier; instead, Flatrate waited until 48 hours before delivery, when we had no time to find an alternative solution. On top of that, they also charged us a $315 chassis fee, which is not listed anywhere in the contract. On 9/3/22, they added a $400 congestion fee to our bill, which is also not listed anywhere in the contract. These three fees were processed as one payment of $1365 to our credit card on 9/3/22.A separate fraudulent charge of $571 was processed on 9/1/22, and we were never told about this one at all. When we questioned the $571 charge, Flatrate agreed to refund it, claiming this was a glitch in their system. It has been 3 weeks and the sum has still not been refunded.We were told by two company employees, one via email and one on the phone (both on 9/3/22), that we would receive a refund on the $315 chassis fee once the chassis was returned to the terminal. We received confirmation on 9/9/22 that the chassis had been returned, yet now the company refuses to hold up to that commitment.We seek a refund of the $1365 charge (shuttle fee + chassis fee + congestion fee) processed on 9/3/22. We authorized this payment under duressFlatrate explicitly told us in writing that we would not receive our belongings until this payment was authorized. Beyond the financial component, we are filing a complaint to warn other consumers of the terrible communication and unethical business practices committed by Flatrate.

  

  Business Response

  Date: 09/20/2022

  We have spoken with our ************************ regarding your case. Regarding the $571 charge - we have confirmed that this charge was in error. The paperwork to have this charge reversed has been submitted.

  Regarding the $650 shuttle fee - this fee is needed for any address for which a full shipping container cannot be delivered. According to the ************************, this move did not have a final US address at the time of the move, so they were unable to determine if a shuttle would be necessary until the destination address was finalized. A shuttle was used for this move.

  Regarding the $400 congestion fee - this is  an additional charge that reflects additional expenses incurred when calling at congested ports.

  The chassis fee was a daily fee that represented a port holding fee for your container. FlatRate covered the first three days of these fees (normally two - an additional day was provided as courtesy to this customer), but each additional day's fees are the customer's responsibility.

  Again, we apologize for the erroneous $571 fee, and are working with our ****************** to resolve this issue.

  -Legal and Compliance

• Initial Complaint

  Date:09/19/2022

  Type:Order 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 used this moving service to pick up my belongings on 6/14 and deliver them on July 12. Ref#******* Courtesy credit was promised on August 7th for $101.64 for the mismanagement of my move. They asked for 10 days to process and send check, this still has not been received. Additionally I submitted a claims form for damages to my belongings on 8/5. I was sent a response that I would recieve the approved claim of $500+ and have not recieved a check which was supposed to come at the latest August 15th.

  

  Business Response

  Date: 09/19/2022

  According to your Claims file, your check was mailed out today (Monday, September 19th) - it should arrive shortly.

  We've reached out to our *************************** to inform them of your missing courtesy credit and to expedite.

  -Legal and Compliance

  Customer Answer

  Date: 09/23/2022

  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 have not received any check and have not gotten an update on the second check owed  

   

   

   

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

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

  

  Business Response

  Date: 10/06/2022

  According to our records, you have cashed both checks on 10/3/22.

  We've included a copy of the cashed checks.

  -Legal and Compliance

• Initial Complaint

  Date:09/08/2022

  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 Moving ("FR") to assist with my move from ************* to *********, **. We paid $4,759.90 for the service, excluding tips. While the pick-up of our furniture was fine (occurred on 7/15/22), the drop-off (on 7/29/22) was terrible & inconsistent with our agreement. 1) One of the 2 FR employees was rude, unhelpful, & unprofessional. He did not leave the truck at all or assist with any transportation of goods into our home. On numerous occasions, he tossed items that said "FRAGILE" or "THIS SIDE UP" off the truck onto the grass damaging the ********** possessions. 2) FR tried hiring 2 people from ********** to help with the move; only one showed up at our house. This never came up or appeared in my discussions / documentation with FR - I did not know they were soliciting outside assistance. Was a background check conducted on this individual from **********, who handled our personal belongings, entered our home, & used our bathroom? Why was this not communicated earlier? 3) Many of our items were mishandled, damaged, & re-assembled incorrectly including plates, bowls, planters, a swivel / arm chair (which was seen being tossed off the truck), a bed frame (which was seen being hastily reassembled), bedside tables, among others. FR tried leaving several times before setting up what they disassembled. 4) FR left a litany of ************* at our house. I was told in *** that they would assist with clean-up. It is ************* am still recycling materials they left behind. 5) FR damaged my house, cracking an outlet cover and creating divots in the front yard. I told them to be gentle & they repeatedly ignored **** filed a claim on 8/1/22, received a response on 8/8/22, appealed on 8/26/22, & was told on 9/7/22 that no further compensation or assistance would be rendered. The lack of professionalism, ************************* / responsiveness from FR has been traumatizing. I feel violated, want my money back and my items (bedframe and chair) repaired

  

  Business Response

  Date: 09/23/2022

  We apologize for the problems that you had during your move. It appears that you've already reached out to the FlatRate Departments who can assist you with this - we see that you have been issued a courtesy compensation from our **************** team, as well as gone through our Claims and Appeals processes and received your settlement check.

  We understand that you are unhappy with the amount of compensation provided. At this point, the next step would be to open a Small Claims case for the remaining balance that you feel that you are due. Any legal documents should be addressed to: FlatRate Moving, ********************************************************, Attn: Legal Department.

  -Legal and Compliance

• Initial Complaint

  Date:09/01/2022

  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.

  I hired ******************************************* in June 2019 to move and store my furniture. I recently (July 2022) went to pick up all of my items from the storage facility and found it to be negligent, dirty and a fraud. It failed every standard that was advertised on the website ***********************************************) and was sold to me by a Flatrate representative when I signed up. For instance, I paid monthly payments of $198 to have a private temperature controlled room with 24/7 security monitoring, a padlock, and clean premises in *************. I received none of these things. Instead, the unit was in ********** (not ***), it was unlocked, completely open air with no coverage, filled with dust and debris and about 95degrees when I picked my items up. Also, across from the facility was an industrial waste site so everything in the warehouse was covered with dust, debris and dirt (including other peoples stuff). Items too were uncovered/unboxed and artwork was spewn throughout the warehouse (also uncovered). They were not in crates or in safely stored spaces that people were paying for. So the website advertising and sales reps are defrauding customers. I have also reached out to customer service, claims and the facility manager no fewer than 10+ time via phone call, voicemail and email. No one has responded in over 30 days.I am therefore requesting a full refund for the *************************** storage for a total of $5,250 (25*198 + 300 in extra travel and moving costs associated with having to pick up my things in ** not ***, as promised). While believing it was in a safe, well maintained location, I paid for something I never received. There are more pictures and videos than what's attached if needed.

  

  Business Response

  Date: 09/01/2022

  We have looked into your complaints. We see that our ***************** sent you the forms for any damaged or missing items on August 17th. They do not appear to have received your completed form yet - once they have that, they can start the claims settlement process.

  Customer Service reported speaking with you regarding this matter on August 12th. 

  Our Storage Manager also reported being aware of your complaints (it appears they were forwarded an email from you dated July 20th.)

  Please note that the pictures supplied are of the SIT (Storage In Transit) area of the warehouse - those items are for long distance moves; not for long-term storage. Your items were located in a unit on the 1st floor.

  FlatRate has storage facilities throughout ******** and **********. Items are stored in space as it is available at the time of storage. The Storage Manager reports that you had been made aware that your items were located in ******.

  -Legal and Compliance

  Customer Answer

  Date: 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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************************