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DO NOT USE. Flat Rate Movers threw out two of my antiques--and then behaved as if it were no big deal. In writing, they admitted that during a facility "clean-up," my belongings were "mistakenly associated" with trash and disposed of. (See email below.) What they threw out were not old boxes or worn-out furniture. They were: * An 18th-century hand-carved walnut chair with a rush seat * A bamboo and brass floor lamp and shade They also broke two other antique pieces during the first move: a carved Italian mirror frame and a bookcase cornice. Their solution? A mere $1,000 for everything--an insulting amount that doesn't remotely reflect the value of the items they destroyed. Flat Rate's attitude was essentially: you didn't buy extra insurance, so we can toss your property without consequences. That is outrageous. And it gets worse. On the second move, the crew they sent to handle my remaining belongings reeked of marijuana. That alone explains the level of negligence I experienced. Flat Rate Movers treated my irreplaceable antiques like garbage--literally--and provided nothing resembling accountability. If you care about your possessions, look elsewhere. This company showed me reckless handling, dismissive customer service, and a complete lack of responsibility.
10 years ago
I used flat rate movers for a long distance move from Brooklyn. My items were kept in storage for two weeks. After they delivered my items and I unpacked everything, I discovered several expensive designer items were missing. I trusted that my possessions would be safe in their care, and instead someone went through my belongings and stole from me. read more
9 years ago
Moving can be a stressful process, we were extremely fortunate to have hired you to handle our move. Abdel and his partner arrived promptly this morning to begin the moving process. They were professional, courteous and efficient. From the moment they entered our home it was apparent that we had experienced movers with a plan to execute with precision. Thank you for sending Abdel and his partner because they exceeded our expectations. If we ever need a moving company again, please know that your company will be on speed dial. read more
13 years ago
I just used Flat Rate, and they did a great job! My quote was reasonable and accurate, and there were no additional charges on the move day. The team they sent were on time, polite, and very efficient. We had a couple issues with road construction and the elevators, but they took it in stride and got the job done. All of my things made it safely and there were no issues wtih damage to either buildings. I would definately reccomend Flat Rate read more
9 years ago
I would give zero stars if that were an option. The only positive I have to say about this company is they did respond initially in a timely manner and at the beginning David, my moving coordinator, was very responsive. We were moving from NYC to NC. The day of the move was ok. The movers were on time and packed our goods quickly. And this is where it all fell apart. I never heard from our moving coordinator again. We were told our window for the delivery and I called multiple times to narrow down the date as it was over a holiday and my husbands 50th birthday. They actually delivered outside of our contractual window (delivery was a day late past the promised date) and all they offered for a compensation was $60 towards an air mattress. We repeatedly asked to speak to a supervisor - were told one time that one would call us within the hour which never happened. We had multiple items broken and have not received (2 months later and multiple phone calls later) a clear method of claiming the broken items. I will never recommend this company and would NEVER use them again. And we are a former military family so I know exactly how a move should take place! read more
13 years ago
Used this company to move across the country. They broke an expensive table that could not be full repaired. The force involve to shatter the leg on it must not have gone unnoticed. Nevertheless, the play as though nothing is amiss. When the damage is pointed out, they were unhelpful in efforts to get it fixed. There's then the usual argument about money. The take home message here is don't trust this company with your stuff. They just don't do a good job. read more
10 years ago
This was my first time hiring movers and will 100% hire them again. Not only was it a personal move across the country (NYC to SF) but also had to move our office. Evelio and McGlinde were AMAZING, very efficient and handled everything with care. Also, couldn't beat the quote! I would highly recommend FlatRate Moving! read more
12 years ago
You pay a premium, there are other moving companies that will give you more personable and equal services for much more competitive pricing. They are however extremely professional, timely and clearly organized but if you can plan a head save yourself the money and go with someone like EQ Movers who charge per hour not per box. I did meet with someone who came and did a free consultation and estimated that for two people with minimal furniture that it would cost at least 1k. He was on time for his appointment and explained everything clearly. This 1k was pricey to me, as we wouldn't have electronics, couches or anything big literally one box for china, a table and our bedroom furniture, and he explained that they would also charge for what floor you lived on (i live on the second floor) and it felt like they were charging for every minor thing and that if I had more than the number of boxes he listed than I would be charged even more. It just feels like one easy way for you to gain some unexpected charges at the end of a move. I recommend saving your money for your move and spending it on your new furniture or bills versus the convenience of using the first movers whose ads come up. read more
14 years ago
Just too add insult to injury, it turns out Flatrate lost 2 expensive handbags and my vacuum cleaner in my move. Read the small print as if they lose something they compensate 60 cents per pound. This means for these 3 items which would add up to about $1400 the payout is $21.60! read more
12 years ago
FlatRate just delivered yesterday on my Brooklyn to LA move, and they certainly changed my previously not-so-good opinion of moving companies (I'm looking at you, Northstar). Their phone and email support was detailed and courteous, and their movers on both sides were speedy and careful with my boxes. I did have a couple of extra large boxes get a little crushed, but I was overly careful in packing my boxes due to some past work in shipping/stockroom, so everything came thru break-free. There were a handful of moving companies that could provide better quotes than FlatRate, but upon review of their BBB and DOT ratings, I'm more than happy with the price for the level of service on this job. read more
15 years ago
My husband and I used Flatrate for a long distance move splitting our New York apartment to Philadelphia and Ann Arbor, Michigan. We received in home quotes from several companies and Flatrate was pretty competitive and the representative (Yuval) we dealt with was very responsive and helpful, so we decided to go with them. We thought we were in good hands but right before our move, we began to feel a little leery about the communication and unprofessionalism of the insurance company (Movinginsurance.com) affiliated with Flatrate because they had several people call randomly to get information we had already given and they continued to try to sell us on getting more insurance. At one point, I thought Flatrate sold our information to telemarketers because we had gotten so many phone calls. Despite some skepticism we went ahead with the move. Our Philadelphia items were scheduled to arrive a couple of months later and our Michigan items were scheduled to arrive the month following that. TALK ABOUT A NIGHTMARE. The movers arrived and set up everything as they should have but while unpacking we noticed several items (iPod, iPhone, drawers/ cabinets of kitchen supplies that weren't even packed from our NY apartment) were MISSING and several other items (dresser, side table, mirrors, picture frames) were BROKEN. For the items we could see, we complained immediately, but it wasn't until after the movers left that I realized they put our dresser together on its stand, but the stand was BROKEN in HALF! They knew this, didn't bother to inform us and set it up in our new home as if nothing was wrong with it. Imagine our frustration, until we realize ohhhh we bought insurance, so this should all be taken care of...Well, that was NOT the case. The insurance company affiliated with Flatrate denied every item on our list stating that the Flatrate movers neglected to wrap and pack the items correctly (mind you we paid for packing and moving services). In my recent attempt to contact customer service at Flatrate, the representative (Jennifer) was rude, she over-talked me and tried to blame my husband and I for items being left behind in NY. Based on that disaster, I truly doubt the integrity and professionalism of this company, and I don't expect that they will do anything to rectify this problem. We feel duped by using their insurance company because clearly they never intended to pay for anything that was damaged knowing Flatrate movers wouldn't pack it correctly. We literally spent about $5K with Flatrate for this piss poor job and we will have to spend several more thousand dollars to replace the items they broke. Our opinion - BIG MISTAKE in using Flatrate. We should have gone with Mayflower or one of the other long distance moving companies that have been around forever. When we move back to NY next year, we won't make the same mistake. read more
14 years ago
I have used Flat Rate Moving several times already and I can say with pleasure that they did another great job with my most recent move last Friday. This was a much larger move than I have dealt with in the past and the team were very careful with some of my larger pieces of furniture and as efficient as possible. This move involved multiple delivery locations and the team worked tirelessly all day. Allan Roberts managed this move, as well as others, and I would highly recommend working with Allan and his team if you have the option. read more
14 years ago
Do not use this company!! You get what you pay for and what we got was a sloppy move where $500 worth of our belongings were stolen from us. We explained to the person we booked our move with, Krisanne , that we wanted to purchase insurance for our move through FlatRate. Two days before the move I was informed that we wouldn't be able to have our move insured because the move involved picking up items from our storage unit. By that point it was too late to cancel and switch to another mover. Three packers showed up to pack our apartment the day before the actual move and they left half of our kitchen unfinished which caused a tremendous amount of extra work for the movers when they showed up the next day. During the packing of our daughters room, 2 iPod I touches were stolen (worth $400) and my 9-year old daughters wallet which had $60 in it which was money she'd been given from her Grandparents over the years for her birthdays. We had no idea these items were gone until we finished unpacking. We then understood why Flat Rate isn't inclined to insure their moves. We were extremely reluctant to accuse someone of theft until we were absolutely certain that is what happened so we went through all of our belongings and boxes several times to be certain that's what happened before we contacted the company about it. Three weeks afte our move, we emailed Krisanne about the stolen goods. We reached out to her three times and never got a response back. The worst part is we tipped the 3 packers $60 each and the 4 movers $140 each. No good deed goes unpunished. I wouldn't be surprised if all the employees are in on it. If you're leading this review, be wise and choose another mover. read more
9 years ago
Stay away for long distance moves!! I received the phone call and email confirmation 48 hours prior to my long distance move stating the day/time window that my furniture would be arriving within the previously allotted 6 day window. I confirmed that this was 100% accurate and made it very clear to my representative that I would be buying a plane ticket and flying to the location where the move was taking place specifically to sign for the furniture/boxes. Less than 24 hours prior to the move as I was on the way to the airport I received an email saying my furniture did not fit on the truck and it would arrive at some point a week later on a different truck. I called the office and requested to speak to a manager to explain the situation (that I had spent a lot of money on a plane ticket and was on the way to the airport at that moment). The woman I spoke to was completely disinterested and told me that all managers were busy. I insisted. She put me on hold and came back to repeat that there was no one available to speak to me and they would call me by end of day (even though I made it extremely clear I was on the way to the airport at that moment and needed to know whether to turn the car around). We went back and forth like this with her putting me on hold SIX times over 30+ minutes. Only when I started yelling and threatened to sue did she put me on hold for a very long time and finally said they had arranged for another truck to perform the move (no apology). The experience was completely unprofessional and unacceptable - including both the representative's unconcerned attitude and unwillingness to find me a manager as well as the assumption that a move can be 100% confirmed and then changed within less than 24 hours to several days in the future (my situation was extreme, but most people take off work or school to facilitate a move and expect a confirmation not to be a complete fabrication). I have lost all trust I have in this company and would highly recommend anyone I know not to use the company if they don't have 6 full days to sit in an apartment and wait for movers to show up whenever the furniture "fits" on the truck. read more
7 years ago
Lies, delays, and poor customer service - Flatrate missed the pickup/delivery window in NYC by several hours on both ends of our move. Through the app, we tracked the driver on his way to our apartment and saw that he was hours away and would not make it in time. We called Flatrate to discuss and they told us the GPS on the driver must not be working properly because he was still supposed to arrive on time. It turned out that was a flat-out lie, as the GPS followed him the entire trip and he arrived over 2 hours late. In New York, you go out of your way to make the right building reservations (parking, elevators) and they completely dropped the ball, absolutely no apology. Then on delivery, we paid an extra fee to have our items transferred to a shuttle (it was a long-distance move) as the 18-wheeler truck was not permitted in our apartment building. They ignored this request, despite the fact that we had paid a fee, and arrived in an 18-wheeler and left us scrambling to make arrangements. Not to mention that the 18-wheeler arrived 2 hours late (despite being given a 4 hour arrival window). We asked for a refund of the fee and did not receive a response. Finally, we paid for unpacking services that the driver was completely unaware of. One piece of furniture was also broken in the move, although this would not be a big deal if the other issues had been handled appropriate. I cannot recommend Flatrate. In fact, I warn you not to use them. There are other movers out there we have used in New York that are cheaper and offer better customer service. The worst part is, I gave Flatrate a chance to remedy this situation by sending them several emails (including this review!) prior to posting, and they did not attempt to offer any sort of help. read more
12 years ago
I have used flat rate for 3+ moves. I loved them until the most recent move. They damaged my dining room table and insisted that they found it damaged and that the light in my old apt was low therefore i did not see the golf ball size divot. After several emails and phone calls they told me that they are only responsible for $60 but since they value me as a customer they will give me $100. How about fixing the table and not making me send several emails and several phone calls to even get a response. I will never use flat rate again and will continue to tell any one who will listen about my experience. read more
10 years ago
I used FlatRate to move from NY to Denver, CO and they were amazing. They worked with me on price and there were no hidden charges. Bernard was extremely responsive, knowledgeable, and professional. Both sets of movers who moved me out of NYC and into Denver were amazing - quick, careful, and professional. My furniture arrived with no damage. I highly recommend them! read more
13 years ago
Lavi Cohen in the Hayward, CA storage facility saved my life! The movers I had initially contracted with totally screwed up then dumped the handling of my shipment to FlatRate. I say dumped because Lavi was not given any background information on what had gone wrong with my shipment. (Looong story!). Lavi sat with me and went over my entire contract. Although the terms for the other moving company were different from FlatRate, Lavi honored the original contract terms. After being given the run around by the other company, the customer service I received from Lavi was superb!!! I would use FlatRate the next time I need to move. Great job Lavi!!! read more
10 years ago
I had an incredible, professional, on time, no hassles, no drama, worry free move with Flat Rate Moving....I couldn't recommend them highly enough....My sales rep Manny, my two movers Marlow and Keith were all top notch. They moved me out of a top floor brownstone with 28 years worth of stuff and they did it all without a hitch...Everything was wrapped in moving blankets, mirrors were packed separately, glass was handled with extreme care. I would use this company again in a minute. Thanks guys. read more
13 years ago
UGH!! I booked a moving almost a month ago. They sent me a confirmation that they would be sending a person to give me estimate which would have been today. They called me yesterday saying they no longer had trucks for my move date on July 1st!!! What is the point of booking an estimate and confirming your move date when they can cancel it at a moments notice. I have to move in two weeks and now am scrambling to find movers. Terrible way to do business!!! read more
9 years ago
We moved today from Brooklyn to Astoria. I had never used movers before so I wasn't sure what to expect. I had a great experience with everyone I interacted with at flat rate. The representative Eamonn who helped with everything pre-move was very professional and thorough in his explanations of how the services would work. I was quoted some lower prices from other companies but his professionalism sold me on using flat rate and the difference wasn't much. On the day of our move we found out we wouldn't have access to our new building until 10:30 and the movers were due at 9. They accommodated us and waited so we could finish packing in the morning and get into our building with no issues. Our movers Abdel and Hamza were fantastic. Again, very professional from the moment they walked in our home and I immediately felt like our belongings would be safe with this company. They were very quick to get everything wrapped and safely in the truck and wasted no time. We moved to the fourth floor of a walk up and they really did a great job with everything. I would highly recommend and even see if you could get these two movers to assist in your next move. Thank you for making this a seamless transition and a great experience! I will absolutely use flat rate for my next move. read more
13 years ago
I don't normally post such reviews, but avoid Flat Rate Moving in NYC. I had an extremely unprofessional and bizarre experience trying to set up a move with them. Less than one week before my scheduled move, the Relocation Consultant stopped responding to my e-mails and phone call requests for confirmation. Here's the timeline: March 26: Relocation consultant gave me an estimate for a move from NYC to DC. April 4: He got back in touch with me to offer a combined move that would bring down the price. I told him I was interested, but I was still unsure of my move dates. May 7: I knew my move dates were May 30 or May 31 so I got back in touch with him to tell him I was interested. He said it could still work. May 8 - 10: We went back and forth on some details. May 14: He said that he was waiting on some information from his boss before he could confirm the move. May 17: Relocation consultant called to tell me to hold May 30 for a NYC move and the morning of May 31 for a DC delivery. Then, things got weird: May 21: I hadn't heard from him, so checked in via e-mail to see if the May 30 move was confirmed so that I could properly plan. May 22: He e-mailed me a little before 1:00pm and wrote that he was getting "tremendous push back from the client we are trying to set the combo up with." Then he asked, "Are you free this evening to discuss?" I responded that I could talk at 6:30pm. He didn't respond. I e-mailed him at 6:40pm to ask if we were going to talk. Nothing. I e-mailed him again at 11:54pm to ask if we could please talk in the morning as I was eager to confirm the move one week out. He finally responded three minutes later, at 11:57pm and wrote, "just trying to get the pricing where I want it. Let's talk tomorrow morning." May 23: He didn't call. So I left a voicemail for him in the late morning. He didn't respond to that voicemail so I e-mailed him at 3:15pm and asked again for him to call me. Nothing. May 24: This was now the Friday before Memorial Day weekend and less than one week before what I thought was my scheduled move. He still hadn't called me so I called him again. I got his voicemail and left a message in disbelief. He didn't call back. Getting very worried, I called again around 2:00pm. Again, I left a voicemail and he did not call back or respond via e-mail. Two hours later, I called the main Flat Rate Moving line and reached one of their staffers at 4:00pm. I asked her for the Relocation Consultant I'd been corresponding with. She acted strangely and put me on hold. She got back on the phone and told me he was at lunch. I responded that it seemed strange to me that he was at lunch at the 4pm hour on a Friday. I told her I could hold. She said I couldn't hold and hung up. Having still not heard from the Relocation Consultant, I called back the main line at 5:00pm. I got another woman staffer. She told me that my move was scheduled for May 27 -- the Monday of Memorial Day weekend and less than 72 hours away. I told her that was the first I had heard of it. I asked her where the Relocation Consultant was so I could find out more and she responded that he had just left the office for the weekend. She said that he had been in the office during the 4:00pm hour. I asked her to please track him down so that I could get a straight answer on when my move was. I waited -- no e-mail, no call back from anyone. May 25: I got very lucky with a new mover and confirmed a May 30 move immediately. I e-mailed the Relocation Consultant and told him to cancel my move, whenever it was going to be. And that was it: No e-mail back. No phone call to apologize. Nothing. It was as if the Relocation Consultant couldn't deliver for me, and then didn't have the guts to admit it after stringing me along for so long. So he blew me off. But so did his colleagues. Totally weird. Avoid them. read more
10 years ago
I don't know where to start. $1200 to move a TINY 1 bedroom. I was given a quote of $600 to have a small amount of stuff moved from my parents place to a bk apt that was already occupied with roommates. First the guys spent about 25 minutes ogling at the view and taking photos which of course was time spent on the clock i paid for. I had only a few big pieces of furniture such as a desk, dresser, and couch. (no kitchen, no living room!) Plus about 15 boxes already packed. I had all my stuff in a little corner of the room. They spent about an hour and a half trying to fit the boxes I had into bigger boxes they brought. Then they realized that they couldn't lift the box because it was too heavy. After an hour I said something to them and they assured me they knew what they were doing. It should have taken an hour and half for these guys to load my things into their truck and head to BK. They ended up being at my parents house for half the day! They arrived at 10am and didn't head out to bk until 3:00. My brother was there and kept asking me what was taking so long, he eventually intervened and told them to hurry it along. They nodded their heads and went about doing whatever they were doing (which is to say, nothing!) They made so many trips back and forth downstairs, I'm guessing they just went downstairs to smoke and waste time on the clock. Then they arrived in BK and charged me extra for time spent in traffic, which they wouldn't have had had they done their job correctly from the start an been outta my apt by noon. Then of course they couldn't figure out how to get the couch into my apartment because they said the hall was too narrow (which it's not because i had my brother and his friend do it the following week). SO, they charged me more time spent in traffic taking the couch back to my parent's house. When it was time to pay I got out my wallet and the guy tells me it's $1200! It was actually like $1247 or something. My jaw DROPPED! Were they serious? Well, yeah they said because they charged me for all the hours they spent wasting time putting boxes into huge boxes they couldn't carry and wasting time smoking. Save yourself the outrage and use a different service! BTW, I have since moved from this apt to a new apt and instead did the moving myself in a small rented van with 2 friends. It took 3 trips back and forth to move the stuff, and I had significantly more amount of stuff to move thanks to my new son. The whole move cost under $200. I will never use a moving company again! read more
10 years ago
We moved from NYC to Portland, OR about 3 weeks ago. Unfortunately, our stuff hasn't made the move yet. We were told that our furniture would be leaving for the west coast on 7/27, a week after we left. We had to hurry and book with Flat Rate so we could be reserved on that truck, otherwise the next one wouldn't be leaving until 2 weeks later. But our consultant would try his best to see if there wasn't a truck leaving earlier. Oh well, there wasn't, good thing we got on the 7/27 truck. Fast forward 3 weeks, we find out there was no particular truck and our stuff is still sitting in NJ waiting for other people's stuff to make up a truck. Yes, apparently that entire conversation was just made up. How our delivery window could start 8/4 when all of our furniture is still in NJ on 8/9 is a mystery. It also took me a week of emails and phone calls to obtain this information. Flat Rate customer service is non-existent. They just insist that I didn't understand what I was being told. I asked approximately 100 times to speak to someone who could help me and I was just straight out denied. Finally I was told someone's boss might call me back if they feel like it. They won't even commit to giving us more than 24 hours notice before our furniture arrives, even though our new building asked for 2 weeks notice to reserve the loading dock. Not their problem. For thoroughness' sake, the movers in NYC were nice enough but very slow. They came one minute before the end of the window I was given. They didn't start to actually do anything for over an hour. What should have taken 2.5 hours took about 5. There was one guy doing all the packing and wrapping, one guy shuttling things and one guy in the truck. When we moved apartments within the same building 5 years ago, there were 4 guys. Basically I feel, at best, misled into using this company and have been disappointed, ignored and talked down to at every turn. I would never use Flat Rate ever again and will dissuade everyone I know from using them. However, if you have no other choice for some reason, assume that whatever time window they give you, they will be showing up at the very end of it. read more
8 years ago
We were very disappointed about our cross-country move with Flat Rate Movers. We had arranged for Flat Rate to pick up our office furniture, hold it for a month and then deliver it to California. The pick up seemed to go well. However, when I asked for the inventory that they said they would give me of all of our items, they refused to do so and immediately shipped all of our items to California. I had to scramble to find storage for the 30 days that Flat Rate had promised us. When the shipment arrived, we were missing one item. It was an expensive piece of artwork. The delivery guy said the scanner showed the item was still in the Flat Rate Movers warehouse. We never saw it again! Flat Rate fought me on my credit card dispute over their fees to recover the value of the artwork. Instead of receiving $3000 for the artwork (confirmed by purchase order), Flat Rate paid $650 and closed their file. Flat Rate made no effort to locate our artwork! read more
9 years ago
Just completed a two day move. Edwardo and the rest of the team did an excellent job. There was so much packing and moving I can't believe they it all got done. Elite team. read more
9 years ago
DON'T EVEN THINK ABOUT USING THIS COMPANY. We arranged our move more than 3 months in advance, and paid all the money in advance. They were supposed to be at my place between 9-10am. Called them at 10, and they said the truck would be here after 1pm!!! Don't trust them. Don't waste your money on them. If Yelp had negative stars, I would have certainly used it. read more
7 years ago
Every once in a while you find unreliable service companies, but Flatrate probably wins the price in terms of incompetence and negligence. I contracted an all inclusive moving service (including dissembling and reassembling a sofa and a bed frame) to move a 1bdr apartment from the Upper West to Long Island City on August 28, 2019. Well, I will tell you something, my sofa never arrived to my new apartment!!!! Someone from the carpentry team broke my sofa (while trying to dissemble it) and decided that the sofa could no longer be of any use (and took advantage of the fact that we were already travelling with another Flatrate team to our new apartment) and unilaterally took the decision to dispatch it as garbage it at an unknown location. After 3 hours of having no news of the carpentry team, they finally showed up with our frame bed (which by the way was severally scratched and damaged) and this person had the nerve of telling us he decided to ditch our (which he broke) sofa somewhere unknown. Unfortunately, that is not even the worst part of dealing with Flatrate. Their sales team seems nice (at least on the surface...), but their claim team is the most unhelpful, incompetent and negligent team you can imagine. We submitted a claim form the first week of September and we still have not get an answer on our claim. They do not answer our emails or phone calls, and neither the sales team has helped at all. I sincerely hope you do not commit the same mistake I did when deciding to hire Flatrate. The experience was and continues to be a nightmare. read more
16 years ago
I wish I could give negative stars! If you are moving then go somewhere else. In a move of my storage from Seattle to PA, I entrusted these people with all of my worldly possessions. I was not there for the move but when my stuff materialized in PA I was rather disturbed to realize that 3 prized pieces of my own original art were not on the truck (value approx $6,000). I am also missing ALL of my photographs and at least 3 boxes of programing books which cost me several hundred dollars. I can swear I also had many more CD's in my collection than what showed up. These people are either thieves or grossly incompetent! read more
14 years ago
FLATRATE MOVERS STOLE OUR ORIENTAL CARPET, AND FLATRATE DID NOTHING ABOUT IT. THE HEAD OF THEIR CLAIM DEPARTMENT CANNOT DO BASIC MATH. THEY ARE PROBABLY LIABLE FOR A CLASS ACTION LAWSUIT IF ALL CLAIMS ARE HANDLED WITH THIS ERRONEOUS APPROACH. the foreman of our move stole a valuable oriental carpet during the move. to make a long story short, we called frantically for several days and could not even get flatrate to return our calls. we had witnesses and evidence of the theft, which flatrate disregarded. finally, they told us to submit a claim [the carpet was a family heirloom, we just wanted it back, but several items of furniture were also damaged during the move so we submitted for those as well.] we were compensated for about 1/20th of the value of the carpet. as for the other damage, flatrate had a furniture repair specialist come to our home to assess the claim amount. during that visit, the furniture repair specialist repaired some of the damage [which i did not authorize]. then flatrate made us pay $155 for that repair work, when it should have been free of charge. look at this mind-boggling email exchange, it is word-for-word with names redacted -- this type of exchange went on for days, they insisted on applying incorrect logic to the calculation, and threatened to pay us nothing if we did not accept it. so we took the money and moved on. ----- From: Customer Service - NY CustomerService@flatrate.com Date: Mon, Aug 1, 2011 at 10:20 AM [Customer], If you would like to contest the value of the carpet placed on your claim, I am going to need something in writing that backs up your claim of $10,000.00. As far the damage to the sofa; I did not charge you I simply subtracted from your claim total. Instead of giving you money towards the repair, I had the service company take care of it. Sincerely, [Customer service rep] ----- From: [customer] Sent: Monday, August 01, 2011 10:50 AM [Customer service rep] Thanks for your response. I will put something in writing regarding the claim amount for the carpet. Also, please check your math. You have indeed subtracted the cost of the couch repair -- $155 -- from the total claim assessment. $1084 for carpet (which I am contesting) + $185 for the dining table + $240 for the dining chairs = $1,509. You subtracted the cost of the sofa repair from this total to bring the claim amount to $1,354. [customer] ---------- Forwarded message ---------- From: Customer Service - NY CustomerService@flatrate.com Date: Mon, Aug 1, 2011 at 11:07 AM [Customer], I stated below that I subtracted the amount for the repair from your claim. It was an item listed on your claim and I took care of the repair, as it was part of your claim, therefore I would need to deduct from the claim total. As I stated below, instead of just adding the "repair estimate" to your claim total, I asked for the repair company to go ahead & take care of it that cost goes towards your claim. Sincerely, [Customer service rep] ----- From: [customer] Sent: Monday, August 01, 2011 4:33 PM [Head of claims], Yes, the amount should be cancelled out. Flatrate caused the damage, and Flatrate should pay for the repair. There should be no difference in compensation to me whether I paid for the repair or Flatrate paid for the repair.* Let's look at it this way, and assume that I had hired All Furniture Services myself to repair the damage. The calculation in that scenario would be as follows. Claim: Carpet $1084** Sofa $155 Dining Table $185 Dining Chairs $240 Total Claim: $1664 Deductible: $300 Final Claim: $1,364 Payment to All Furniture Services: $155 Net Claim Amount to [customer]: $1,209 * I will not even get into the fact that I never authorized Flatrate to hire someone to fix my couch. Flatrate told me that All Furniture Services would assess the damage for the claim, I never authorized them to do work on behalf of the claim. ** I am in process of contesting this assessed value for the STOLEN carpet ------ From: [customer] Date: Mon, Aug 1, 2011 at 4:22 PM Let me put this in another way. I'm not asking you to pay both me and All Furniture Services, I'm asking you not to charge me. If you charge me $155, then Flatrate did not pay All Furniture, I did. ---------- Forwarded message ---------- From: [flatrate- head of claims dept] Date: Mon, Aug 1, 2011 at 4:48 PM I'm sorry [customer name], but that's not what your coverage calls for. If we did not pay for the repair, then you would have received $155 and you would have had to pay for the repair with that money. You do not get the repair and compensation - it's one or the other. [flatrate - head of claims dept] read more
17 years ago
flat rate sent 4 guys, all super professional, nice and FAST! i had 100 boxes lots of furniture and they took it all in a zap. nothing was damaged. flat rate even matched competitors rates. they are a great company. i don't break out in a cold sweat when i think about moving anymore! read more
12 years ago
I had doubts about using flat rate. Moved from NYC to Dallas and they were in contact with me the whole time. My stuff was here the day I was here. Excellent price and customer service. There was no damage to my stuff. And best of all, I didn't have to move a single box or item.I highly recommend them. read more
9 years ago
I can tell you honestly that these 2 guys Fred and Pabo were great during my move. It was just the 2 of them and did the work of 3. Very polite and professional. I would recommend and use them in the future. read more
13 years ago
Used them for a move from NJ to Manhattan, they were friendly, on time and professional. Helped decide where the bed should go giving options and best practice advice. Would use again, though the price should be more negotiable as I was moving just one bedroom to one bedroom without any kitchen or living room furniture. read more
12 years ago
Booking agent was very responsive and easy to work with. Movers were on time and professional. Very pleased with the service.
15 years ago
Only company I would trust with my moves. Each of the three times they have moved my things to a new apartment, they have been pleasant, helpful and most importantly on time. Actually, early all three times. Very professional. Danny and two movers managed my move today and were such good sports, dealing with one catastrophe after another including a mirror that would not fit in the apartment. They were so patient and did everything to help me figure out a solution. Not that moving apartments is ever pleasant but they were very efficient, making sure items were wrapped well enough, and in 3 moves never a broken piece. read more
13 years ago
I have NEVER written an online review before but our recent move was such an absolutely horrible experience that I was motivated to do so. First off, our consultant did not thoroughly discuss or explain the options for excess insurance. That would have been fine had the sloppy and careless moving crew drop and break a $1300 concrete console table, burn a hole in the mohair upholstery on an $8000 sofa and cause major chipping on a Ligne Roset media console. We spent hours on the phone with the company and after spending over $2500 on this move we were told that because of a failure to purchase the excess insurance there was nothing they could do. Not only will we never use Flat Rate again but I will be sure to tell any who ever asks (and them some) to steer clear. Did i say horrible? read more
11 years ago
Enrique and team were early with a super positive and helpful attitude. Worked quickly and efficiently. Great experience!
11 years ago
This was the second time around that I used Flate Rate Movers. What a horrible experience. This was a long distance move, so I was told when the delivery would take place. The movers never showed up and after numerous calls to their main office no one EVER returned my phone calls. I took another day off of work to find out their truck broke down and didn't know when my goods would be delivered. Their customer service department is horrible and no one knew what was going on. It would have been a nice gesture on their part to call me and not me having to call them. I asked for a partial reimbursement and only got $100.00 on a $2400.00 move. The agent I worked with never called to apologize. My credit card company tried to help me get some sort of compensation from them. Their contract never states what happens when they are late in delivery only what they will pay out if things are broken. Two days it took them for delivery, two days I didn't work, two days of constant phone calls, two days of aggravation. Get your act together Flate Rate. You are a disappointment in all aspects. read more
13 years ago
I used FlatRate for my recent move from Central New Jersey to Astoria, Queens after receiving a couple of recommendations from friends and coworkers who both had positive experiences. I have to say, I was happy with the overall experience. Dealing with the sales associate, Ari, was a pleasure. He was great and quick to respond, either via email or on the phone. As far as the actual move itself goes, aside from the movers missing the initial arrival window by 30 minutes (they got lost--acceptable since they aren't familiar with Central Jersey) the entire process went very smoothly. I was expecting professional guys and that's exactly what I got! They were real troopers, considering how warm and rainy it was that day...and considering they were moving my stuff from a 2 story to a 5 story walk up. My move wound up costing around $1,000 once all taxes and extra expenses were calculated which was about what I expected. I was very pleased and would definitely recommend FlatRate. I'll be using them should I have to move again. read more
11 years ago
Flatrate helped me move from NJ to Florida and overall I am happy with it went. There were some hiccups. The first person I spoke to stopped responding because he left the company. I called in and they had me work with Adam, who was very good and quick to respond to emails. When they came to pick up they were quick, organized, and efficient even on a hot June day. The delivery also went smoothly. Urbie and Vern did a good job. The only issue was that when we opened our boxes and our glassware was all broken. We filed a claim and I didn't hear back for awhile despite a number of emails. I went on Twitter and I heard back from Ashley. I got the email today about how it was closed awhile back (but I just never got the email). I received a check in the mail and a graze snack box (which was very nice of them). I would definitely use them again but maybe pack my glassware in the car. Thanks Flatrate! read more
More info about FlatRate Moving
New York, NY 10010
Kips Bay
Directions
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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 30 reviews
Why does Yelp recommend reviews?
2,042 reviews that are not currently recommended
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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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