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:08/28/2023

  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

  

  Business Response

  Date: 08/29/2023

  We have forwarded your complaint to our Storage Manager, who has confirmed that your account was incorrectly still showing as active. You will be issued a credit for the incorrectly charged months of storage. Please check your credit card account - if it hasn't shown up within the next 7 business days, please reach out to FlatRate ***************** and tell them that there's an issue with Storage Account# ******.

  -Legal and Compliance

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service 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 an agreement with Flatrate International Moving (************************************** ) to ship my personal effects from ************* to *******, *****. The packed boxes were moved from my apartment on ************************************************The commitment from the company was to deliver my personal goods to ******* within 13 weeks latest. I requested that the shipment be sent by 10th June ******* the company stated that they could not get a ship and finally it was sent on 16th August and will reach ******* on 3rd September. A critical document required to release the shipment in ******* is the Bill of Lading. I have been calling the company but while they say they will email the document to me and the local shipping agent, i have received nothing yet and so has the local shipping agent. I am concerned since I made a payment of USD ******* upfront for the shipment. I now receive out of office response from my key contact dated 4th July holiday and most emails remain unanswered. The contract number /Job number is *******. I am waiting for some response, and nothing has come through. I am hopping they will deliver the shipment or refund the insured amount for the goods.

  

  Business Response

  Date: 08/29/2023

  We have forwarded your complaint to the ************************* They reported that they have sent a copy of the Bill of Lading where it was needed. If there are any additional issues with your move, please feel free to reach out to our **************************** and tell them that you are having a problem with Move# *******, and they will do what they can to assist.

  -Legal and Compliance

• Initial Complaint

  Date:05/01/2023

  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 find that this resolution is satisfactory to me. It is unfortunate it took a claim to BBB to finally get a resolution.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

  

  Business Response

  Date: 05/12/2023

  According to the notes on this move, a refund check in the amount of $705.76 was mailed out on 5/4/23. Please confirm if the refund was received.

  -Legal and Compliance

• Initial Complaint

  Date:04/18/2023

  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.

  It has been over 2 months since my insurance claim has been closed as of 2/2023 Claim for move # ******* and after multiple phone calls and multiple emails I still have not received my reimbursement check. The claims department responds and continues to give the run around that they will be sending my check this week. Legal and Compliance deparatment is aware and has also done nothing, Dishonest.

  

  Business Response

  Date: 04/18/2023

  According to your Claims file, it appears that your settlement check was mailed out today (4/18/23) - it should arrive within a couple of business days.

  -Legal and Compliance

• Initial Complaint

  Date:03/28/2023

  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.

  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]

  Yes I received the settlement proposal, which was far too low. I had sent multiple emails to the appeals email over the past three months and no one has replied. I have also called the claims team and spoke to individuals who said they would follow up but never did. 

   

   

   

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

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

  

  Business Response

  Date: 03/28/2023

  We've forwarded your complaint to our Claims team for follow-up.

  According to your case file, it appears that your claim was settled on December 6th - you should have received an email from our Claims team at that time.

  If you are unhappy with your settlement amount, please send an email to ************************************** and include why you believe your claim should be reexamined as well as attaching any supporting information.

  -Legal and Compliance

  Customer Answer

  Date: 04/17/2023

  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]

  
  

   This quote of $695 is clearly undervalued. I got two separate, independent quotes to fix the floors and they were above $5,000 and $12,000. I am just asking for you to fix what your workers damaged and pay the fair price. 

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 04/17/2023

  While we recognize that you have already contacted two other vendors, our recommendation would be to reach out to All Furniture Services for a quote/estimate.

  It has been our experience that All Furniture Services will honor the quote that they have provided; however, if the damage turns out to be more extreme/extensive then the initial estimate that they had provided to FlatRate, they should be able to provide you with a revised estimate that you can take to the Claims / Appeals team and request that they match the new estimate, since the initial settlement offer was based off of the AFS estimate.

  -Legal and Compliance

• Initial Complaint

  Date:03/02/2023

  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.

  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:

  Dear Better Business Bureau,

   

  I reject the response received from FlatRate Movers as their offer was the exact same one that was made in their email from ********************************* on November 28th, 2022 (see attached).

   

  In that email on November 28th, FlatRate states that since they did not charge us for Valuation Coverage, they did not process our claim as such. They offered $1000 as a 'courtesy compensation'. Their current offer which was relayed by email on March 23rd (see attached) is for the same amount. 

   

  That they didn't charge us has no bearing as:

  • We were given a form - 'Written Binding Estimate, Order for Service and Bill of Lading' - and told by the mover that it was necessary for us to fill it out prior to them beginning the move. The completed form is attached here. This form was taken by the mover and given to back to FlatRates office (proof of this is it was emailed to us by FlatRate when we requested a copy - see attached).
  • The form specifically mandates in Bold Capital letters

  'CONSUMER MUST SELECT ONE OF THESE OPTIONS FOR CARRIERS LIABILITY FOR LOSS/DAMAGE TO YOUR HOUSEHOLD GOODS'. 

  • The form asks you to choose one of two options:

  o    Option 1: Full (Replacement) Value Protection OR 

  o    Option 2: WAIVER of Full (Replacement) Value Protection.

  o    We chose Option 1 (see attached form)

           Under Option 1 it states: Full (Replacement) Value Protection is the most comprehensive plan available for protection of your goods. If any article is lost, destroyed or damaged while in your movers custody, your mover, at its option, either

  1.    repair the article to the extent necessary to restore it to the same condition as when it was received by your mover or pay you for the cost of such repairs or

  2.     replace article with an article of like kind or quality or pay you for the cost of such replacement.

    It further states Under Full (Replacement) Value Protection, if you do not declare a higher replacement on this form prior to the time of shipment, the value of your goods will be deemed to be equal to $6.00 multiplied by the weight (in pounds) of the e shipment, subject to a minimum valuation for the shipment of $6,000.If you wish too declare a higher valuation for your shipment than these default amounts you must indicate that value here. Declaring a higher value may increase the valuation charge in your cost estimate. Note: My wife (***************************) signed under Option 1 and listed our value as $20,000 (again, encouraged not to list even that value by mover).

  I emphasized the word may, above, as it doesnt say that there will definitely be an increase in the charge it just says may. FlatRate says that is the reason (that they didnt charge us extra) why they are not honoring this agreement. It doesnt matter whether they forgot to charge us or they decided not to charge us we signed the agreement at their insistence and they need to honor the agreement.

  The items below are what need to replaced, repaired and/or compensated for per the Full (Replacement) Value Protection Agreement we signed.

           Our 59 ****************** initial purchase price was $1856.43. Cost to replace with similar quality is likely north of $2000

           The ******* ************************* current model which most closely matches ours per the representative from ******* (her email was uploaded in original BBB complaint) is on sale at Bloomingdales for $6,769 discounted from $11,284 link below: now***************************************************************************************************************************************

           Our custom-made furniture which was damaged (scratched stereo cabinet and chipped dining table leg) would need to be sanded and refinished. Not certain of price but would likely be at least $500 -$1000.

           Lastly, we were charged for a 2 day move whereas the movers rushed the job in order to complete it in one day resulting in the damage to our belongings noted above. We were not reimbursed for them having only worked one day instead of two which we should be.

  Final Note:

  Im not even sure why this is open for discussion. It is very straightforward. We signed an agreement that was mandated for us to fill out before we began the move. The agreement has 2 options 1) Full (replacement) Value Protection or 2) WAIVE Full Value Protection. We chose the first option.

  In summary:

           we contracted FlatRate for our move, which was the second move we had hired them for.

           We signed the Written Binding Agreement which clearly states that we chose option (#1) for Full Value (Replacement) Protection and did not choose the second option (#2) which is clearly labeled Waiver of Full (Replacement) Value Protection.

           FlatRates movers damaged several items in the moving process.

  FlatRate has continued to stall in their responses (or lack thereof). They need to be held accountable, abide by the agreement and finally reimburse us for the damage their movers caused as soon as possible.

   

   

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  otos uploaded - videos more than 5mb available if needed)).We signed an agreement ('Written Binding Estimate' - uploaded) at mover's request which clearly indicated that we chose Full Replacement Value Option (1 of 2 options) NOT the default Waiver of Full Replacement Value.Responses from company to my emails and phone calls were few, difficult to obtain and unsatisfactory. They have not responded to repeated emails questioning their final response on Nov 28th (uploaded) except for our original **** ******************************* asking for someone senior from his company to please respond to our emails.I have uploaded our referenced agreement Written Binding Estimate, photos & claim forms along with most of our email chain in sequence including excerpts which they offer inadequate amounts that do not reflect the agreement we signed. As there are not enough characters for me to elaborate further, I am uploading a more complete introductory statement.Thank you.

  

  Business Response

  Date: 03/20/2023

  We have forwarded your attached email to our ****************** who will review and should be following up with you regarding processing your claim.

  -Legal and Compliance

  

  Business Response

  Date: 05/01/2023

  Dear ******,

   

  After reviewing your claim we are able to award a courtesy in the amount of $1,200.00. Please let us know the correct mailing address and we will process asap.

   

  Thank you

   

  Claims Department

  *******************

  Customer Answer

  Date: 05/01/2023

  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:
  

  
  

  Dear, Claims Department,

  
  

  I appreciate that you have made an offer, however the amount does not come close to approximating what the damaged items cost me originally, let alone what the replacement value is today. Also, when Mr. Alex Gessing, Triza Likagwa from the Better Business Bureau and I had our conference call on April 13th, Mr. Gessing intimated that we would likely 'only' receive the original amount I spent on the mattress ($1918.29) and 'not more than $2000. He also confirmed, when reminded that there were several other items that were damaged (my 59" Samsung TV (cost $1856.23), scratched custom-made stereo cabinet and chipped custom-made Dining Table, that those items would also be accounted for in your final offer.

  
  

  As.your offer does not even cover the replacement of my TV, which was damaged beyond repair, I cannot accept your offer as it stands. I'd appreciate it if you would re-evaluate your offer considering the above and supply a breakdown of what you will offer; itemizing the amount you are attributing for each item that was damaged. 

  
  

  As a customer that has used your company previously (March 2012) and one that has complied with all requests in this matter, I hope that we can come to a mutually agreeable and fair resolution. Additionally, as it has been nearly 10 months since my personal items were damaged by your moving team, I'd greatly appreciate it if we could resolve this in an expeditious manner.

  
  

  Respectfully,

  
  

  ***** *******

   

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair 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 amount refunded ($200) does not nearly begin to cover a fraction of the the amount of money I paid which was $3K for a service that did not live to the promises within the contract, and an additional $800 in tips for all 5 delivery people which ********* (customer service rep) made a note of and stated it "would be taken care of" not sure what was meant by that, but seeing as they record calls with their customers, I would imagine the transcript can be pulled if needed. 

  Furthermore, stating that re-delivery was provided at no further charge is a null point because the error was on the company's part for lack of communication between the company that I hired, FlatRate and the third party company that they then hired...another party located in ***** who was not professional at all, arrived extremely past the promised arrival time, did not properly wrap or protect my items which also resulted in me having to submit a claim for the damages (they agreed to send me payment for this within ***** business days and they are still within that time frame.) Had there been a higher level of professionalism, clear and open lines of communication between the two, all of this would have been avoided, my mental health would not have been impacted by this already stressful transition, my items would not have been damaged in the process, and the movers would have not been attempted to be delivered on the wrong date which was completely different from the contract that we signed. 

   

   

  
  

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  this, I experienced several panic attacks as a result of my diagnosis of Generalized anxiety disorder. Once I was in my new home, I communicated with the company to schedule my delivery, it was on time however many items were damaged. I have been going back and forth with their customer service department via email and sometimes phone call. They promised to rectify the situation by offering me a partial refund of $200. I disputed the amount seeing as that doesnt even begin to cover the mishap Ive experienced and all the money I lost. They have yet to respond to any of my emails, or voicemails and its been well over a week. They also never credited me the $100 originally promised. I was told the same movers that picked up my items would deliver so I tipped all 3 of them very well ($200 each) and then had to tip a new set of movers upon delivery because of poor communication on their behalf. Lost way too much not just in monetary losses but my mental health has also been impacted.

  

  Business Response

  Date: 12/15/2022

  We are sorry to hear about the problems that you encountered during your move. We've looked into your account, and it appears that you have been credited a total of $200 on 12/6/22 - $100 for the loyalty bonus that was outstanding and $100 as a courtesy credit for the initial incorrect delivery date. The receipt has been attached.

  The items which were delivered early were re-delivered with no redelivery charge - we apologize for the miscommunication that occurred.

  -Legal and Compliance

  

  Business Response

  Date: 01/19/2023

  We've asked the **************** manager regarding your case, and they provided the documentation regarding a $200 customer service credit and $100 loyalty discount connected with your move; which have already been applied to your account. They claimed not to have any notes for any further refunds which are currently due.

  If you believe that this is in error, please reach out to ******************************************* who are able to look into this matter further.

  -Legal and Compliance

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I do not consider the matter resolved, it is obvious the company is not willing to increase the refund amount. Not sure there is much I can do at this point.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  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 company can not be trusted. They claim that the move was not properly estimated, then the day of the move its more expensive. They packed my belongings like they were garbage, everything i own is scratched, broken or ruined in some way. They subcontracted out the move to another company without my authorization. The hallways of my new building were destroyed, elevators damaged and carpets ruined. The claims form is designed so that unless you have all receipts of all items you do not get back any money. I will not accept anything they say and will not close the complaint unless they pay for all damages. FTC complaint is next!

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  hotel costing me over $8000.00 The Orange Movers came and moved me in over 3 days. It was not till halfway through the move in that they told me that they were not Flaterate, but another company that was hired to complete the move. They came late ever day and left early, claiming that they had other moves and jobs and that the driver wanted to leave to not be late for the other deliveries. 1)Damages to the building. The building's elevators, hallways and carpets were destroyed. They did not take care, did not put down any masonite over the carpets or pad the hallways. The building's condo board has documented all the damages, sent a letter to flatrate and is holding me responsible. There are pictures to be uploaded2)Damages to the apartment. Items were dragged and thrown around. Marble floors were deeply scratched and ************* damages.3)personal items were damaged, completely broken or have gone missing. (25k) I have a list of all damages. FLatrate should be investigated by the ***

  

  Business Response

  Date: 10/20/2022

  We apologize for the problems that you had with your move. In regards to the adjustment price: according to the move *******, your move was significantly larger than was originally budgeted/inventoried - an additional 10 wardrobe boxes and 6 ***** boxes needed to be packed, in addition to several items being larger than was stated on the inventory - specifically the bed frame, mattress, dining table, armoire, 2 large speakers, and 2 large mirrors. All together, these changes in inventory caused the adjustment which you experienced.

  We have discussed your move with our Claims and ****************************** they indicated that you were sent the paperwork to start a claim for damaged / lost items on September 9th, and that our ***************** reached out to you via phone on September 12th. As of this time, they have not received any paperwork from you regarding your move.

  Please complete a claim form and send it to ********************************** referencing your Move Number (*******). You will be compensated as per your chosen valuation coverage.

  -Legal and Compliance