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13 years ago
Arranging my first move was a truly nightmare. When you look for an Hotel you can always find a good one. When you look for a flight you have many option ...normally you choose the cheapest one... When you look for a moving company....you are in a huge mess. I never experience such a nightmare. Every single review I was reading, about any company I was scouting, was just horrifying. I didn't know what to do anymore. I needed to move my one bedroom apt from NY to LA and I needed to do by the end of November because while my old place lease was off (they already extended 2 more weeks and I could not ask anything more) my new one was already paid for the month of December. I calculated that moving by myself all my stuff 3000 miles was not only expensive (renting a truck is around $2500 plus gas $1200 = $3700 plus Hotel....etc....) but also time costing (5 days trip) and extremely heavy ( I imagined to move all my stuff to my elevator -truck -new apt elevator - new apt) by myself...and I changed idea very fast....it would have been a truly nightmare. Not really worth the physical effort and time . in the other side I could not find a reputable company, not even the most famous and most expensive had a good review. I was truly getting crazy and the date line was getting closer so my anxiety ... As last option I asked around. They first suggested me Scania. The reviews were good but the guy who came to do an estimate....gave me a number that was way to high. Of course he explained me all the tricks of the business: never accept an estimate done by phone or online, never accept an estimate by volume. It was more than educating dealing with this guy. Such a shame that....educating myself the next days...I found out more and more about what to ask and what to be aware and ...he was not so crystal clear as I was expecting. The company gave me an estimate base on weight and forgot to mention about the shuttle. He just told me "everybody charge for the shuttle and it is an extra"...yes but....why you didn't tell me before. The worst experience was with Trudy a NYC based company, the handle phone call in the most dishonest way and so I expect being their service. The first thing the guy asked me was "where are you from ", as soon as he find out I was Italian he answered me "oooh good my uncle is Sicilian" I hang up on him....don't trust guy that handle a conversation this way, they are a Rip Off... found out later they had the worst review ever!. Days were passing by...a friend mentioned to me Flatrate. Reviews were not so grate. There are always the positive and negative but...when the positive are evidently fake (you can spot when they are written by the company itself) you just focus on the negative. Again another disappointment. Things changed when I visit the web site and I spoke with a guy that used the service. I decided to give it a chance and call them. I don't have the time and space to write down how many back and forth we went through to find a deal. They didn't have anybody available to come and give me an estimate. The list of item was inaccurate. Finally they satisfied all my requests. They send a person to verify the number of items I was moving, they later let me add 4-5 more boxes for free and they include in the price the shuttle. Deal reached the nightmare was not done yet....what if, as I read in other reviews, came with a last minute excuse to charge me more? What if they wouldn't show up? Finally came the day . 3 guys arrived. They looked a little bit shady but...they were extremely polite and professional. The pack with an exaggerated amount of rapping and protection all my stuff and in 4h30' were gone. All clear, all written down...no bad surprises. I flew to LA and waited only 10 days for my stuff to arrive....here was the final phase....could they have lost or broken any item (too many reviews about stolen flat screen TV....missing or broken furniture..), could they decide to charge me more treating me with kidnapping my things ??? Nothing of those ugly moment materialized. 2 guys came in my place, check for the best way to reach my apt and unpack all my stuff in 3 hours...Tv was there and ,even if the genius stored up side down (they mislabel the package as wall pictures) it was perfectly working. So , as you can imagine. I am one of those guys that read reviews, get paranoid....and only trust people he know to judge a service as this one. From my point of view, this is a very good and reliable company. As, dealing with any other moving company, you should know the backdoor of information you need to put in the deal plate before closing it. You discuss every detail. You prepare yourself also in terms of organized items and package (in order to have a clear and updated list of things you are moving) and this way, I can insure you move will go smooth with not bad surprise. read more
13 years ago
They did a very good job moving within Manhattan. We have ALOT of stuff, and the quote was high, but at least it was a flat rate. On a former move from a different company (Allied) , the quote was lower but then the actual price was much higher, and part of the increase was the mover not being able to figure out how to get a piece of furniture into the service elevator. So I was billed for an hour of his stupidity. Right before the move, I seriously injured my back, and so had to hire Flat Rate to pack also. That was expensive and they were quick. They were so quick they packed my husbands shoes! Fortunately he had an old pair of sneakers still in the back of a closet. Tip: If you're hiring them to pack you, keep a separate pile/box of items you need on hand and tell them not to touch it. They even packed the cat carrier so I had to "pack" my cats in a cardboard box to move them. Not easy or pleasant! The movers were extremely nice, polite and careful with our furniture. read more
12 years ago
First thing: NO ONE IS PAYING ME FOR THIS REVIEW! While I understand people can have different experiences with the same vendors, I want to stress that I was totally satisfied with this company, their movers and the process. On November 27, 2013, I moved about 15 or so blocks. It was not an easy move as I had over 70 cartons (lots of books :), a freezer and lots of furniture that had to be disassembled and then once moved put back together again. Three guys arrived a little early and worked very professionally all day on this move. My boxes were carefully packed and items unpackable were carefully wrapped and carefully packed, loaded and unloaded. In fact, I had forgotten to tell them I wanted to bring my yardstick which I had been unable to pack (I kid you not, I use the yardstick a lot) and the first morning I woke up in my new home, I spotted my yardstick propped against the opposite wall! The move had to be rescheduled several times due to rescheduling my closing date and I had to call several times for an updated quote because I'd added more stuff to move! Throughout the entire process, everyone in the office treated the entire process with patience and humor. When I finally made it to the closing in early December, I mentioned to the other attendees about using Flatrate for the move and that I would indeed use them again. All participants in the closing seconded my assessment of this company. I will add that I've never used this or any other company for a long distance move. But each and every friend that has done so, seems to suffer some type damage. Still, I'd chance using this company but would insist on using the 3 guys who moved me locally. Totally satisfied with their professionalism and this company in general. read more
12 years ago
I'd used this service in NYC with no problems. However, in a recent move from SF to Seattle, I had major issues: - most importantly, iPhone was stolen (no, not packed in a box accidentally, stolen) and i'm still looking for a sapphire ring - boxes clearly marked FRAGILE were obviously crushed and mishandled, resulting in broken dishes - much of which was obtained on travels and is not replaceable - two lamps were broken because they were not taken apart properly - they were very literally snapped in half and stuffed in boxes (shades destroyed). - wheels were snapped off a portable bar and the TV cabinet was scratched all up - box with KitchenAid mixer was clearly dropped - AND when the movers came to pick items up, it took them over 6 hours from start to finish. the typical time to move a small one-bedroom is about 2-3 hours. they would disappear for 30 or so minutes a time... probably selling my stuff on eBay!!!!! read more
12 years ago
I just moved accross the country...NY to CA and the service was great. They were very flexible with my plans (I didn't have a new apt for a few weeks) so they held my stuff in storage. When delivering in CA they arrived on time and were pretty quick. I was surprised they even knew where to park (its a tricky complex). Everything arrived intact and nothing damaged. So glad I went with them for this move. read more
12 years ago
These guys really did a terrific job. A few last minute changes came up and they were able to accommodate with ease. The move was from Chelsea to UES. We worked with Adam Robb on the coordination side and he was terrific, all emails were promptly returned even on his days off. Curtis was the coordinator for our packing day and moving day, very careful and attentive. Price was very fair and they over delivered in service, would used them again and recommend to anyone in the market for movers. Overall excellent value. read more
12 years ago
DO NOT USE FLATRATE EVER!!!!!!! When they move my furniture in early March 2014,they broke a big glass table top, a marble coffee table top.... The mover took a picture, wrote down the damages and said they ll report to the company since we bought INSURANCE!!! It's been 6 months and we haven't receive a single dime!!!! When we call the office in NYC, they always say it's INVESTIGATING!!!!! Never will I use FLATRATE AGAIN!!!!!! They want to drag their feet until we give up. read more
12 years ago
FlatRate is first rate! We dealt with Bernard, who was helpful, patient, and professional. The guys who packed everything up for us were really great and I was so impressed with the system they have for crating and labeling all of the boxes. We had to place our items in their storage facility in the Bronx and expect them to arrive to our new home safely and securely. I am sure that Bernard will make sure of that! read more
12 years ago
My fiance and I moved across states (NYC to NC) with Flat Rate. The team that moved us into our new place in NC (May, Urbie and their crew) were fabulous! It was nice to have a woman be part of the team as well. They got the work done quickly and were extremely polite during the entire process. We only give them 3 stars for more of the corporate side of things... every time we called to get a status update (we were given a 10 day range for when our stuff would arrive) we were never given a firm answer. When we booked, we were told it would most likely be at the beginning of the date range, but it ended up being the last day of the date range. We had to call daily to get status updates eventhough we asked to be called back daily. The corporate team needs to improve customer service for the long moves. read more
12 years ago
I have used several moving companies in the past and I would rate FlateRate Moving as average. I hired FlatRate Moving for a cross country move from NYC to SF. The moving company I originally wanted to hire did not do cross country moves. The movers both in NYC and SF were good. They were quick moving my furniture and boxes out and in of my 2bdrm apartment. However, what was disappointing is the customer service. I had difficulties reaching my moving agent to update my inventory list and obtain an updated quote. In addition, the movers broke the bottom of my dresser. I promptly filed a claim with FlatRate Moving but they have been completely unresponsive!! It has been over 1 month since I filed the claim and I still have not received a reimbursement for my broken dresser or any update on the status of my claim. VERY DISAPPOINTING AND UNPROFESSIONAL!!! Overall, the movers were average but FlatRate Moving's customer service is HORRIBLE. read more
12 years ago
We were extremely disappointed with our move. While although they've moved me prior multiple times, I had filled out the online inventory list, and was promised the flat rate of $450, the movers showed up with entirely the wrong list, only had slotted a half truck for half day because of this list, and I ended up having to pay double the total or they would have left. We had no other choice that day and were totally stranded. We cannot believe that your company faults its customers for your error in inventory list. I was taken advantage of point blank. Even after notifying the company of the issues they did not reach out or offer us a credit. The movers themselves were fine and we didn't penalize them for the company's error and still tipped graciously. read more
11 years ago
Bunch of cowboys. There guys moved us, totally damaged a brand new mattress and even though we paid for the additional insurance policy, they refuse to pay out for the damage. Their customer service team leave a lot to be desired. Charmless and unhelpful would be a huge understatement. Would not recommend. TIP: If you do end up using this company, DO NOT waste your money on paying them for additional coverage. It's a scam. read more
11 years ago
I wouldn't use another mover in NYC. I changed my "final" Move Plan three times, the last time 12 hours before my move. My rep was always courteous and accessible, including inquiring as to flexibility with my move day which saved me $200+ from the first quote. We openly discussed budgets and he successfully worked to come in under mine. My movers arrived early, stayed late, repacked breakables they thought might not travel well, and swept up on the way out. They had to deviate from their entire packing plan when my neighbors--whose basement we needed to move the largest items through--changed their plans and gave us 15 minutes to move queen bed/dresser/desk/etergie through their space. My movers didn't flinch and switched gears without question or complaint. On the unloading side, they prioritized the bedroom so that I could unpack the multiple wardrobe boxes and other large linen boxes which they had provided, and made sure to clear those out for me. I had zero boxes, packing materials, or any additional clean-up to do once the team left. Not worrying at all about hourly rates, parking tickets, additional "hidden" charges, and general monitoring of the crew was absolutely worth every penny paid. read more
11 years ago
FlatRate's Nigel and the JOW team were quick and professional in the move. They made it down 1 flight of stairs and back up 2 flights of stairs with some heavy furniture. Have used before in moves and likely will use them again! read more
11 years ago
We are currently living a moving NIGHTMARE courtesy of FlatRate Moving. We are 9x repeat customers including a current cross-country move from New York to Los Angeles. Our belongings have been in storage with FlatRate for the last three months. We requested a move out of storage in mid-June and after SIXTEEN DAYS of deferrals and non-responses, FlatRate finally informed us (over email, in fact, and after our repeated inquiries for an update) that they had discovered water damage on our belongings incurred while in their storage facilities. Now, 3 days later, after speaking with multiple people at FlatRate to figure out what exactly has happened, we are still waiting for specific reports on mold and other damage (no pictures have yet been provided) and have not received any satisfactory response on compensation or any clarity yet on when we can receive our stuff. FlatRate has basically told us to "file a claim" and see what happens. That's just great, and oh-so-reassuring, especially when many of our big furniture items and most of our clothing have been affected. FlatRate has told us that a bookcase is "clearly damaged" but other items "show signs of moisture." Then, in a subsequent conversation, they say that there was a flood in the storage unit but that it wasn't a big deal. So...how is it possible that a wooden bookcase is clearly damaged in a flood, but everything else affected (other pieces of furniture, boxes of clothing, etc.) isn't a big deal? They can't even tell us when the flood occurred, so as far as we know, our belongings could have been soaked through at one point and the only reason they only "show signs of moisture" now is because they're finally drying off. When we were finally able to connect with a senior executive from FlatRate, he was distinctly unhelpful and indicated that he could not tell us when the flooding occurred, how long between when the flooding occurred and our belongings were found to be damaged (other than it was only a "handful of days"), or how long between when the damage was discovered and when we were notified. To top it off, he was generally dismissive about the situation, extremely rude when pressed for details, and, for the grand finale, made several personal and inflammatory insults during the course of the conversation. Completely distasteful, surreal and outrageous! I rarely post reviews of any kind, but FlatRate's handling of this situation has propelled me to my keyboard. I think I can safely assume that most people would be furious knowing their prized possessions sat in dirty flood water for an undetermined length of time - mold notwithstanding - and then have to jump through hoops to get details and, on top of it all, get mistreated when inquiring about the situation. This is how FlatRate with its claims of "outstanding, ongoing customer service" treats a customer, let alone a 9x repeat customer?? Meanwhile, we are unable to move into our empty house, with interest ticking on a mortgage while also having to find temporary accommodations for us and our toddlers, with no end to our nightmare in sight. I'm hopeful that somebody at FlatRate who actually cares about customer service and has the authority to actually get things done reads this. Look at this as a cry for help, as our other conversations with FlatRate to date have been the complete opposite of reassuring. #flatratemoving #movingnightmare #nyc #la #customerservicefail #wherestheaccountability #neveragain read more
11 years ago
I just called Flat Rate Movers to get an estimate for a move the end of September. I was told by Stefanie, the telephone operator she could not give me an estimate for September 30 because each month the price changes. She would not let me speak to anyone else and wouldn't tell me what the price would be for this month. When I insisted, she hung up on me. Is this the way this company does business? They just lost a customer. When you have a dummy answering your business phone and you are asked an intelligent question, I guess Stefanie couldn't deal with it. I won't be using them. read more
11 years ago
They broke a $1500 glass table and gave me $75 restitution for the claim. Really?
11 years ago
FLATRATE MOVING - NYC REVIEW Move date Friday 28 August 2015 UNPROFESSIONAL LAZY STAFF WHO FAILED TO COMPLETE THE JOB ON TIME - DO NOT USE PACK & PREP 2 female "packers" turned up instead of 3-4 "movers" who were suppose to also prep all of the furniture ready for the move the next day. Hours later after we insisted, they sent some movers in the afternoon. So a half day job turned into a full day job - not good if you had only planned to take a half day off work. MOVERS The building's Super said he had never seen such LAZY movers and would take note to never use FlateRate Movers. Took 4hrs (10-2) to move out of a fully packed and prepped 2 bedroom apartment with elevators. We purchased them lunch then they disappeared for 45mins between apartments (it's a 5 minute drive) leaving 1h15m to move into the new apartment. Obviously they failed to move into the new apartment on time. We asked if they needed more people earlier in the day (when it was clear to us that they weren't going to move in by the deadline and they said no). Careless - broke building elevator sensor and damaged two pieces of our furniture. Hopeless - could not assemble the basic furniture such as bed, crib. This required supervision by us to ensure the task was completed correctly. CUSTOMER SERVICE When the movers disappeared for 45mins leaving 1hr15m to move in - I was frantically contacting FlatRate customer service to try and get more men to get the job done on time. I spoke to 3 people all who failed to assist and merely advised that the movers are entitled to a lunch break. None of the 3 people called me back as I asked with a solution (being more people to complete the move on time) to the quickly approaching deadline of moving the furniture in before the building cut off time. I also phoned the agent that had done the assessment on my apartment and who had been my contact in arranging the move, and he failed to answer the three times I called. OVERALL Extremely stressful day and FlatRate did not help one bit in trying to make the day run smoothly. Whatever you do, steer clear of this company. read more
11 years ago
I used FlatRate in 2009 to move from Miami to NYC. They were great with no issues at all. When I decided to move from NYC to Chicago I didn't call any other company because I had such a good experience. That is NOT the case this time. Ilan Ron was my "sales person" who promised a delivery window of Oct 22-27 in Chicago (pick up date in NYC was Oct 16th). This was very important to me as I have a big business trip coming up in early Nov. I would have looked for another company if they could not accommodate the move within the Oct dates. When Ilan was in my apartment to secure my business and get me to sign on with FlatRate, he checked the delivery window online and assured me Oct 22-27 was available and that would be the window. Well this week I called to check on the estimated delivery date and was told my delivery will be Nov 5 - Nov 11th!!! Apparently, they changed the delivery window without telling me. Be very careful about signing the electronic move plan document. The delivery window date was changed on this document and I was not told. Its in very small print and the body of the document has your list of items to be moved. Of course, the focus the day before the move is on the list to be sure its accurate. Not on the delivery window date which is very clever of them especially if they have to change it and know you will not be happy. I had at least 3 or 4 email exchanges with Ilan Ron as well as 3 telephone conversations. He never mentioned the delivery window was changed during those communications. After spending a lot of time discussing the timing of the delivery when he was standing in my apartment getting me to sign on with FlatRate and promising Oct 22-27, a reasonable person would assume that at least an email would be sent to notify of the date change. Now Ilan is telling me that I signed the document with the date of Nov 5-11th so that is the date. The "customer service" department will do what they can if something opens up. He copied them on the email and has not responded to my request for contact information of a management employee with authority. I have absolutely no recourse since they charged the move up front on my credit card in full and they have all my belongings. Another tidbit - when Ilan came to my apartment to inspect all the items to be moved, I opened every kitchen cabinet door to show him what was to be packed and moved. He noted all of the items as we walked through. On moving day during the packing phase, I get a call that there is more to pack and move than planned. Ilan called back and said they did not expect to pack the kitchen!! He wanted to charge me more money there and then with the movers in my apartment!! I refused and he dropped it. Maybe I'm paying for it now?? Read every word on every document they send you. Ask lots of questions and get them to put their answers in an email so you have a record. If Ilan Ron is assigned I strongly recommend you ask for a different representative. Talk about holding you hostage with no recourse!! read more
11 years ago
DO NOT USE THIS COMPANY!!! THEY ARE THE WORST!!! I used Flat Rate for my long-distance movers as I had a good experience with a local move. When my furniture arrived, half of it was destroyed. This was all hand made furniture that can't be replaced. I purchased extra insurance, but after the deductible, it only covered about half of the expense to repair the furniture just so that it is functional. It will never be like it was before the move and the movers handled it with such a lack of care and respect that I will NEVER use this company again, nor would I ever recommend them to anyone. read more
10 years ago
Used them last 2 times - were great. Going back for 3rd time - kind of says it all, doesn't it?
10 years ago
Best moving company I've ever tried professional and fast the Forman Dennis and his guys were great, he was also careful and polite. They moved my dad and my dad tends to be a bit paranoid with people handling his possessions but was more than pleased with the way things were handled. Will definitely give them a call next move and I will be requesting Dennis. read more
10 years ago
I've moved 7 times in my life and by far this is the worst experience. There is nothing FLAT about their Rates. I had my things shipped from London to US- the reason I chose them was because the sales person promised me that what ever I sign for and paid was going to be my total cost. That there were no hidden fees.... RIGHT! So when my thing arrived to the US I get a call from the "US team" which act as if it is a completely different company and has no idea on what I signed in the UK and wants to charge me for: Delivering my boxes in a shuttle (apparently it is my fault that a 73 feet truck doest fit in any parking in Chicago down town). They also sent me this outrageous conditions and fees- that I deny to sign... so they threatened me to hold my things hostage after I already paid more than 2000 dollars to ship my things. I've been asking to talk to a manager and the response is that there isn't none. I still don't have my things and I'm going thru a very unpleasant experience I recommend do not ever use this company. read more
10 years ago
This company gives the appearance of being corporate and professional, do NOT be duped. They outsource their moves to NON registered movers which could prove to be dangerous. We experienced a move where we brought over expensive art to our new place the night before so the movers wouldn't handle. Talk about irony. The movers brought the furniture and put a hole right thought the canvas of a 30k art piece. The movers they outsourced also damaged a bo concept table ($4,000) and a variety of other things. We are more than happy to share photos of the damage. They offered us $180.00 they tried the per pound logic. I tried to explain that only works for the stuff you moved. That doesn't cover stuff you damaged when you moved stuff in. The salesperson Adam Robb (not his real name) has since disappeared and doesn't return calls. It seems this has happened several times. DO NOT USE. Most of the positive reviews written here-- turned out to be from Flat rate employees!! It's amazing how much a corporate logo could dupe someone. These might be the movers from that TV commercial. read more
10 years ago
Flat Rate was perfect for our move! They were professional, courteous, and on-time! We had a few extra items that weren't accounted for in the estimate and they were very "go with the flow" on the day of the move. I will definitely use them for future moves and recommend them to friends. read more
10 years ago
Extremely disappointing. Please DO NOT use their services. You'll notice how quick they are on getting back to you once you are in the process of finding a moving company but after that you'll need to be on top pf them to get your updated moving list. Additonally, one of the moving guys steal one of my boyfriend's watched, apart from other furniture that they broke during the moving. After that, the money they reimbursed me was only $90 and did not even investigate further about the steal even though I gave names of the guy who did it... It is been one month since the moving and I still did not receive the check. I also asked for a manager to call me to discuss further about all the incidents we got, I am also still waiting to talk to someone. Very Disappointing and waist of money and time! read more
10 years ago
Appalling customer service and poor performing removalists. Paid a premium for air freight for a international moved (assured two week delivery) almost six week later goods arrived, poor communication throughout, no update on delay, still no compensation despite me having an empty rented house at destination in anticipation of delivery. Management refuses to engage on compensation and repeatedly with out right lie to you. Would very strongly advise never using flatrate. read more
10 years ago
Just had my third move will Flat Rate -- and all I can say is they are just an amazing company. Fair quotes, great follow up, superb customer service and the movers themselves are really tariffs and thoughtful. I'd like to particularly call out George (sales manager) and my lead mover on the ground, Jason C who was meticulous. If I could give six stars I would have. read more
10 years ago
Avoid at all costs -- items stolen and damaged (NYC to LA move). Items stolen: PlayStation 4 + controllers + games Laptop + charger Items damaged: Baby grand piano Floor-standing speaker Miscellaneous other items (dishes, iron, etc) I watched a PlayStation 4 and a laptop get sealed in boxes marked "electronics" in NYC, and when opening those boxes on delivery (which had signs of being re-opened and taped again), the laptop + charger and PS4 (with games and controllers) were gone. If it wasn't obvious enough, a different kind of tape was placed over the original. They also damaged the lid on a grand piano (the whole unit needs to be replaced), chipped a floor-standing speaker and damaged various other items. It was a $5900 move with $7000+ losses and damages. Absolutely pathetic. read more
6 years ago
I initially gave a glowing review for the professional moving services (the movers were awesome). However, the move was immediately followed by the worst customer service I have ever experienced thanks to the storage facility. The week my furniture was moved into storage, I immediately had an overcharge because the CS Rep failed to update my account to reflect the modifications I requested prior. I then received an additional charge to my bank account after being told that the first month was free (this promotion is also advertised on their website). To make matters worst, my debit card was charged without me receiving any invoice from the company! I had no idea how much the monthly storage fee was nor did I know when payment was due which could have easily resulted in an overdraft if I didn't have funds available in my checking account. Only after I called to inquire about this phantom charge did a representative state how much the monthly storage expense was, when payment was due and the fact that I was involuntarily placed under an autopay option that was mandatory. I received no details regarding my account prior to my inquiry and only after I insisted on obtaining an official invoice for the service and payment was I told that one would be drafted and sent to me. Needless to say. I am completely dissatisfied with the customer service and the vulnerable financial position I could have been placed in due to their poor business practices. By the way, I was told that the free month promotion would be applied to the following month due to the account rep's error (not a refund). read more
9 years ago
I could not recommend FlatRate more highly. We had a wonderful move experience within Manhattan (this is the second time I've used them) - and this time I took advantage of the packing service. Best money I have ever spent - I will never pack again! Both the packing team and the moving team were incredible; super professional, polite, and careful with our belongings. Not one item bent, scratched, or missing. Cannot say enough good things! read more
8 years ago
I wanted to like this mover, but they showed up with a truck too small so our things were on the street for hours until another truck could come, there were not enough men, and the move took almost 12 hours. Also, many things were broken. Many, many things were scratched. They said they would wrap paintings but none were wrapped so some frames were scratched. And a fair amount of the furniture was scratched as it was not wrapped in blankets like they said they would. read more
8 years ago
Flatrate Moving should be called Flatrate Destruction. When Flatrate delivered our goods they had destroyed all four legs on a valuable coffee table, had broken the plexiglass covering of a very large expensive piece of artwork, gouged the frames of our bed in many places and had broken other valuables. We had insured the shipment for $28,308. We filed a claim for $5,139, a very honest statement of our loss. Flatrate sent us a check for $827.32. Flatrate said that since the actual value of the shipment was greater than the $28,308 coverage, they were paying only 18% of the claim. We regret that we failed to read all of the negative reviews before contracting with Flatrate. read more
7 years ago
Seemingly their first ever time moving an apartment. My movers showed up in a rented Penske truck - what type of moving company doesn't own their own fleet of trucks? That should have been my first sign of an issue. The next sign was that it took the movers almost 3 hours to move my (already in boxes) 1 bedroom worth of items into the truck. They forgot most of their materials on the first trip up, and brought a drill but with no battery. Was this their first ever move? Finally, they drove to my destination where they dropped off my items. They hit my dresser against the stair banister with an audible scraping sound. With fresh wood sticking out of a deep gouge, they had the audacity to claim that that was pre-existing damage. Since I have another move coming up, I just asked that they put all the boxes in one room, with the mattress against the wall so I could easily get to my boxes. They said okay and then brought the mattress in last, laying against my boxes and blocking access to everything. After they left I had to rearrange what they had unloaded into what I had originally requested. I had a good level of professionalism on the phone and was shocked at the way that my move turned out. It makes me wonder if this was literally the first move that this company has ever done, with a rental truck no less. The movers were very nice, but I've never had a move take the amount of time or be as disorganized as this was. There's advertisement of an app to use to track your move, confirm your move, tip your movers, etc. I don't think a single feature of this app actually worked, including the tip your movers feature - luckily I had cash on me. read more
8 years ago
Overall they got the job done but there were some issues. I feel like you need to put in work to stay on top of the company if you want things to go well. In retrospect, I probably should have paid another company more to do a better job. We hired FlatRate to pack up our studio apartment and move the boxes and our furniture. They packed up (almost) everything, moved it, and unpacked in about 4 hours. The issues: - Because the guys got to work immediately after coming in, without asking for guidance, we didn't feel like we needed to hover and micromanage. When we unpacked our boxes later, we found that they had thrown our blender blades into a box, completely unwrapped. Good thing we were paying attention and didn't get cut! The blades were packed with bags of food, which got slashed open at led to some fun clean up. - Our hallway closet was completely ignored - everything was left there so we had to come back and get the items. We should have checked this but, again, assumed this wasn't necessary. - We'd been emailing someone at FlatRate in the days leading up to the move to get a COI for our building. The person we were emailing with was initially very quick to reply and said he was on it. The moving day came and we didn't have the COI in hand, but we had to move, so we went ahead. We followed up to ask for a copy of the COI multiple times, with no response. We called FlatRate, who just told us we should have canceled the move if we needed the COI. There was no effort to follow up with the employee we'd been emailing to see what happened. read more
10 years ago
AVOID AT ALL COSTS My glass top desk was rendered COMPLETELY USELESS because the movers lost (or completely shattered and lied about it) the large glass top - HOW DOES THAT EVEN HAPPEN? Multiple items never even made it on the truck once they left our apartment. 1 of the guys on the crew had absolutely no idea what he was doing, He literally packed boxes upside down and put them together wrong (even I know how to properly build and tape moving boxes) - leading to LOTS of damage - EXPENSIVE stereo receiver packed upside down with zero padding - entire housing got damaged and bent - He actually threw all of our kitchen knives into the middle of a large box with no protection - my wife almost sliced her finger open when unpacking. The movers did not have enough packing supplies to adequately protect our belongings and the move took till 11pm at night to complete because they were understaffed. Bookcases, shelves, the stereo, and many other pieces arrived with large scratches and dents. About a dozen dishes and glasses and travel souvenirs (irreplacable) were also broken due to terrible packing I HAVE NEVER BEEN SO COMPLETELY DISSATISFIED WITH ANY PROFESSIONAL SERVICE I HAVE CONTRACTED. It's a flat out miracle that more stuff wasn't destroyed. I can guarantee I WILL NEVER USE FLATRATE AGAIN. Thanks for the life lesson in NOT going with the lowest bidder. And their reimbursement for all of this was less than $200 according to their standard policy of $.60/lb. -I've used 3 different moving companies over my 15 years in NYC. Nothing's ever gone wrong - Is this my own fault for not buying the extra insurance? Maybe - but how do you lose an entire desk top? read more
8 years ago
This is my 3rd time using FlateRate moving and I would come back again. From reservation to the move I always get quick and friendly responses and I feel like I'm in great hands. read more
10 years ago
Do not book with Flat Rate if you need your things by a certain date. We booked our long distance move (east coast to west coast) with FlatRate. The reason we went with FlatRate over competitors is because they were able to guarantee a delivery window for us. We were going to be in an out of the country, so could only receive our items during a certain week. FlatRate went so far as to write "delivery window guaranteed" in our contract. It was a high-cost move (over $6000) and we invested a lot in this company. FlatRate picked up our things two weeks in advance to ensure they made the "guaranteed" delivery window. They crew who packed up us was great, however, once the move was transferred to the Long Distance New York office, things went horribly wrong. FlatRate missed our "guaranteed" delivery window due to miscommunication with the driver and the NYC office. We had to take a trip after that and incurred $500 in additional unplanned expenses because we didn't have all the items we needed for the trip. FlatRate finally delivered our items, two weeks after that. After all this, we thought the company would want to make things right. I suppose we were naive their integrity, as they only offered $150 in compensation. That's two percent of the total cost of our move. Buyer beware. We thought by shelling out a lot of money for a full-service move, we 'd be getting good service. We were wrong. read more
9 years ago
Do not use this company!!! I wold give them 0 stars if I could. The movers damaged my walls when trying to move the bed into the bedroom. One of the movers wanted to do the job quickly and didn't want to take the time to do it properly. He shoved the bed through the door causing damage to the walls and doorframe. In addition, several pieces of furniture were damaged and they scraped my brand new wood floors in the living room. It is not a little nick, but deep gouges in the wood that are very noticeable. The amount of money they gave me in damages was almost nonexistent. I had to keep on calling and leaving messages for a woman named yasha. They didn't reimburse me at all for the wood floors. After many months of calling yasha and leaving her messages, I finally spoke to her and said they were very unfair in their reimbursement amount and gave me nothing for the wood floors which were very expensive. She wound up giving me a little more money. I was still dissatisfied, but the woman who answered the phone was a "gatekeeper" and yasha was never available and never called me back. She was done with the matter. Very unprofessional and they hope customers will get fed up trying to get satisfaction monetary compensation and will give up. I am considering taking them to small business court. I don't want anyone else to be treated so unfairly and let flatrate think they can get away with it. BEWARE!!! read more
8 years ago
I found that there is great competition among movers and they all have different levels of service that influence their pricing. I've used FRM twice and was more than happy both times. I'm a single guy who moved locally twice in 9 months. I was really flexible on the days I could move both times. I have nobody to help me move, watch a truck or take the big stuff apart so I really needed full service with as little BS as possible. FlatRate gave me a price for everything I wanted and stuck to it. They were on time and almost fanatic about doing the right thing. Through both moves, the only thing that broke was a wine glass I smashed against the counter while putting it away! They did all my packing, brought all the materials and took my bed apart and put it back together, and even helped me with a minor task on the way out. Nothing was too much trouble. Yes, the price was on the high side, but competitive with other quotes for the same level of service. If you're looking for cheap and want to bitch and moan afterwards, these may not be the guys for you. If you want solid performance and getting the level of service you pay for, def give these guys a shot. read more
More info about FlatRate Moving
New York, NY 10010
Kips Bay
Directions
Visit Website
https://www.flatrate.com
Payment methods
Does FlatRate Moving take credit cards?
Yes, FlatRate Moving takes credit cards.
Outdoor Amenities
Does FlatRate Moving have parking?
Yes, FlatRate Moving has parking options. Private Lot Parking, Street Parking
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Review Highlights - FlatRate Moving
“They were both extremely experienced as evidenced by their efficient and careful packing of our things.”
Mentioned in 29 reviews
Why does Yelp recommend reviews?
2,042 reviews that are not currently recommended
The reviews below are not factored into the business's overall star rating.
8 years ago
Update 2: The company made everything right yesterday and finished the move, so I am updating to 2 stars. I will update once I receive payment, should be about 2 weeks. Thank you for correcting this situation! Update: If you have a bad experience with this company, leave a bad Yelp review--it is the only way they will contact you. I received a call from customer service directly after posting, and they were very nice and helpful. They are giving me a partial refund and sending over another truck to finish the move this evening. I agreed to update my Yelp review, and I have removed names. Original review: FlatRate Moving is a SCAM--they did not complete my move, lied, and will not return my calls! This whole move has been a disaster, and the movers lied to my face. The company will not return my calls, nor will the lead mover. I spent $1360 to move one bedroom from Queens to the Bronx, and an additional $300 in tips, and for that amount of payment they won't even dignify me with a call for incomplete service. I'm sure if the move goes well, it's great--but if it doesn't, THEY WILL NOT RETURN YOUR CALLS. First I called on Friday during business hours to update my inventory, as I decided to leave some of the furniture behind, and I had mistakenly told them that it was 4 flights when it was really 2; so I wanted to update this information, but I could not get a hold of anyone. Saturday morning, May 26th, for some reason my card was not going through, so they asked me to go to the bank and get a cashier's check. My lead mover's manager told him he was not permitted to move until I returned. I apologized for the inconvenience and pointed out the things that needed to be moved, which was very clear and all was listed on the inventory. At this point I was happy with the service and not concerned. Then the lead mover called me while I was at the bank and said that he trusted me and would meet me at the new apartment. Had he waited as he was legally instructed by his manager none of this would have happened. My roommate called me when they were getting ready to leave and said that they hadn't packed everything. The lead mover told me that it was just the futon which they were unable to move, and I figured that I didn't care about it. No big deal. So I met them at the new apartment, they were very careful with my things and efficient, so I tipped them each $100. I noticed that some boxes were missing, but they said they had everything and were not able to return. It turns out they WERE able to return, because he said, "We made a big mistake and forgot your bed frame, so we need to go back for it." Great. I'm still happy at this point. I reminded them of a large box (that was with the other boxes) in the living room, a mirror, and 5 boxes in the closet. They said they would make sure they got them. They came back with the one large box and told me that they had already packed the boxes from the closet. I gave them the benefit of the doubt. I returned to my apartment the next day to finish cleaning and found an entire van's worth of boxes that they had not moved, plus a very small nightstand that they had moved out of the bedroom but not to the truck, and a small bookshelf that I had clearly asked them to move and was clearly in the inventory. I called the lead mover and the company and left multiple messages (again during business hours), but nobody returned my calls. Finally I started texting the lead mover and threatening to make formal complaints, at which point he was motivated to call me back and told me he would return the following evening (yesterday, Monday) at 6:00 with his own van to complete the move. Great. I can understand a mistake and was grateful he was willing to correct it. He said he'd call on the way over. So I show up early and wait until 7:30, called and texted multiple times, but he was a no show--he didn't even call to cancel. At this point I have an entire van's worth of furniture and boxes that were not moved, the company will not return my calls, I don't have a car, and I am out $1660 for moving from a one-bedroom to a one-bedroom, both within NYC. Fortunately I have a friend with a van, and I am going to pay him $100 plus dinner to help me finish moving tomorrow evening after work. In summary the company did not complete the job, lied, was then a no-show, and will not return my calls. I can understand if they were to call me back and apologize and give me a partial reimbursement (or better, finish the job), but for the amount I paid and no phone call? Totally unprofessional. BIG SCAM, save your money and go elsewhere. At this point I do not expect anything from them because they are liars who do not follow through on their word. Stay away! I lost a lot of money! This was not an innocent mistake, because my roommates SHOWED them the remaining boxes and they refused to pack them. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
15 years ago
EDIT (March 6): I spoke to Vicky, head of customer service at Flatrate Movers, this week. She saw my yelp review and called me to get more details. I was impressed by the proactive response and her interest in my experience. She assured me that what I described below is not the normal experience, and they have spoken with the movers to remediate the situation. I'm happy now to recommend Flatrate to others, b/c clearly customer satisfaction is their priority. (March 2) We wanted an up-front amount to budget for moving costs, so flatrate seemed ideal. Plus, we investigated 3 other companies and all the quotes seemed to be in the same ballpark. Flatrate got the edge for excellent sales service in assuring us *everything* was included such disassembly & reassembly, extra packing and padding for all the furniture and breakables, and taxes + tolls + expenses. Plus, I thought they might be motivated to work efficiently since there was no hourly rate. I was quoted $950 for *everything* and was told that 4 guys would show up, and it would take around 4-5 hours. We had a 1-br apt on the 2nd floor, and we moved to a 3rd floor walk-up apt. Basic inventory includes bed, 2 dressers, large 8ft ikea wardrobe, couch, 2 desks, 4 chairs, dining table, 2 elfa storage units, 4 bookshelves, 3 large clay planters and @ 30 boxes of stuff. Couple of things to note here: - we told the sales rep that we were moving to a 3rd floor walk-up - we initially forgot to include the 3 clay planters in our inventory list, and we emailed the sales rep 4 days prior to the move to be sure and include these So on the day of the move, we were ready with all the boxes packed and labeled. Our arrival window was 1-3pm and the moving truck arrived at 3pm with 3 movers, apologizing for the delay b/c of problems with the previous move. The foreman was clearly ready to get going since they work on commission and not an hourly rate, as he explained to us several times that day. However, one guy had to sit in the truck the whole time so we only had 2 guys to pack up our apt. The planters were the first thing the foreman complained about - "it's not my responsibility... if anything happens to them, it's not my responsibility b/c that's not on my inventory sheet. That is going to cost you extra." We discussed this for a few minutes, and decided that since we did email the sales rep about the planters, we would be ok for insurance purposes. They moved the planters but didn't add anything to the cost. The movers got everything into the truck in about 2 hours, except for the large ikea wardrobe. That was the next complaint from the foreman... "it's not my responsibility." According to the foreman, he felt like the wardrobe was too risky to move and it would likely break and it wasn't his responsibility, as he kept repeating. We did remind him that it was included in the quote - the disassembly and reassembly in fact - but he was adamant it wasn't his responsibility. Since he was so sure it would not survive the trip, we decided to leave the wardrobe to the next tenant. In hindsight, I guess he wanted to leave it b/c it would take too long to handle and he was in a hurry to finish for the day. So we left the wardrobe - the largest piece of furniture, and likely a chunk of the price quoted. When we arrived at the new apt building, the foreman balked at the walk-up. Apparently, he was not told that the stairs were double flights instead of a straight flight of stairs. We didn't know we had to explain the stairs to the sales rep when we got the quote, but we told him it was a 3rd floor walk-up and it was written on the foreman's papers as a 3rd floor walk-up. The foreman kept balking - "this will cost you extra, someone will have to pay us for this, it takes extra time." So he called flatrate headquarters and talked to them for a while, and then handed the phone to us. We explained that we said 3rd floor walk-up but we didn't know we had to give details about the flights. A few minutes after that call, another rep from flatrate called us again. After much discussion, we were told that sales would have to call us later in the week to discuss how this might impact our final price. We were very upset to hear this since we had left the largest piece of furniture back in the old apartment, with no complaint about getting a refund, and we had been accurate in describing everything in our move. Sales never asked for details like how many stairs are in each flight, etc. That said, the movers worked very hard to get everything upstairs in 2 hours. They finished the day around 8.30pm, so it was about 4 hrs of work and 1.5 hr of transit time. We tipped them 17% on the original cost even though the large wardrobe was left behind. The foreman then took a box of cookies on the counter without even asking me if he could have any - cheeky! read more
8 years ago
We used FlatRate Moving to move our things from a home in Colorado and our home in NYC to our new place in Philadelphia. To put it simply, everything about this move was completely unprofessional and mismanaged. We could not be more disappointed in the lack of service and the aggravation caused at every turn and it ended with our furniture (worth $7k) being delivered broken and a refund of $450 for move that cost just shy of $10k. We submitted a claim and an appeal to the verdict with all information documented with pictures and explanations in powerpoint. Bottom line, a move is stressful enough so you need to work with experienced professionals you can trust. I highly recommend avoiding FlatRate. Here is an outline of our experience: 1) COLORADO PICK UP: After flying from NYC to Colorado explicitly for the confirmed October 27 pickup, the van didn't show in the first few hours of the window. We called FlatRate and were told A) there was no pickup scheduled for that day despite the fact that we had confirmation emails not only from a FlatRate employee but also their automated system and B) the pickup would have to be scheduled later in the week on a day we were no longer in Colorado. After spending time talking with 2 different people at FlatRate, a supervisor told us that the automated system had sent us a pickup confirmation in error and that was a common mistake. He said, "We don't know why it does that, but it does. I'm sorry." This still didn't make any sense to us because despite any malfunction of an automated system, we had written confirmation from our sales rep we had been working with. Additionally, FlatRate had already charged our credit card the day before which only happens when the pickup is confirmed. After making it clear that we were unable to come back on any other day and supervise the items being packed, the supervisor made arrangements for a truck to execute pick up that day. Our whole day was spent re-organizing the move for the planned date and then waiting for the truck to show up. A fundamental error such as the pick up day and window being incorrect (after a human and automated confirmation) is absolutely unacceptable, especially when you live out of state and are taking the time to fly in specifically for the move. 2) PHILADELPHIA DELIVERY: On the receiving end in Philadelphia, the Colorado shipment also proved problematic. We emailed our sales rep and Dejon Reid (VP of Sales!) multiple times to coordinate the delivery date and received confirmation for Nov 19-20. I reached out to both gentlemen on Nov 8 and again on Nov 13 to advise them that the Philadelphia Police Department was only able to give us a parking permit for the delivery truck on Nov 19 so that is the date we needed to lock in. We never heard back from either. On Nov 14 we received an email from an employee saying that our shipment was enroute and there were no delays. On Nov 16 we received an email from the Long Distance Department confirming the shipment was still enroute and the current estimated delivery window was Nov 17-20. With no further information and no response from our sales rep or the VP of Sale about locking in Nov 19, we were forced to call FlatRate on Nov 18. The representative said, "I don't have Nov 19 confirmed and will inform you once we have a date available" implying we had no prior communication with FlatRate about the delivery date whatsoever. We were frustrated beyond belief: how was there no record of the Nov 19-20 window that the VP and the sales rep confirmed and now we were being told there was actually no date on the books at all? We explained the entire situation to the representative who had to escalate our situation only to come back and confirm Nov 19 an hour and half later. I understand that it is difficult for FlatRate to confirm exact dates and times but it should be noted that on Oct 31 the sales rep confirmed a delivery date of Nov 17th via email; so, if he could do it once, why could it not be confirmed again two days LATER than the original planned date and if it couldn't be confirmed why wasn't that communicated to us? Also, we were extremely disappointed that we were emailing with a VP at their company who never responded to our emails after Nov 8 and let our move fall through the cracks to again be dealt with by us, the end customers. 3) CLAIM PROCESS: The claim process was just as bad as the rest of this experience. Filing the claim and then waiting 2 months for FlatRate to tell us they would give us $450 for the $7k worth of items that were damaged was insulting. We then filed an appeal. We were continually told they were still looking into it every time we followed up. Months later still no answer. This is customer service at its worse. If you do decide to use FlatRate, please make sure to get the highest insurance possible. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
FlatRate Moving - movers - Updated July 2026
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