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16 years ago
They get the job done but it's not that great a deal. DEJON REID was my consultant I would avoid him if possible. He made no effort to understand what I was moving. He repeatedly told me "No Problem" when I tried to explain that we had more stuff that he was accounting for in the estimate. When flat rate showed up of course the price went up. The people I spoke with were very nice about the whole mess but when I asked to speak to a manager I was told someone would call me back but they never did. The funny thing is they emailed me two weeks later and asked me to rate their service on YELP. So I did! ....some follow up to my Flat Rate story. In the end they gave me a good deal and the movers were great guys. I guess the lesson here is make sure you give them very specific information and ask for the "free in home moving estimate". read more
I found Flat Rate moving to help me get my furniture from LA to NYC. They were great. Not only was Mike my sales guy awesome at helping keep the move within my budget, but the moving guys were very gentle with my stuff making sure to pack it all with lots of blankets. Only 2 things broke in the move - a pint glass I had packed incorrectly and a wooden case for something that they packed incorrectly. Their service team was great and within a week sent me a check for the damages. Very awesome customer service by Crystal. read more
10 years ago
NOTE: I did not end up booking services with FlatRate Moving in NYC is an extremely stressful situation, even if it's only a few blocks. In my case, it's from West Harlem to Crown Heights, and the idea of finding a reasonably-priced, well-reviewed mover was daunting. FlatRate was one of the first companies I contacted for a quote, and the moment I was contacted by their Moving Consultant Pam, I knew I was in good hands. I will always remember my correspondence with Pam as some of the best customer service I have ever received. She is knowledgeable, down-to-earth, friendly, professional, and made the daunting idea of moving seem much more manageable. I really felt as though Pam wanted to help ME and MY move--it was very difficult for me to choose to go with another company in the end. FlatRate has a fair, but competitive, price for very high-quality service. As a struggling 20-something in the startup world, it was *just* out of my budget. I would highly recommend their company, if just for the quoting process alone. It was seamless, professional, and stress-free. read more
13 years ago
My third move using Flat Rate and once again it went off without a hitch and hassle free. From my initial call with FR rep Dejon (12 days before I needed to move and with a holiday squeezed in to boot) to the 3-man crew arriving 15 minutes early to get things off to a quick start on moving day, I couldn't ask for more. They were professional, courteous, helpful and made quick work of the entire move. Don't fool around with anyone else. I would not hesitate to recommend them and will call them when I move again. THANKS FLAT RATE! read more
10 years ago
They sell your information. After rejecting them for their absurd quote, I get a call from another moving company asking if I still need movers. I asked them how they knew I needed movers in the first place and they say "Oh, we don't know, we get numbers from all over." I'm sure they do. But, this time, it was Flat Rate. Fuck. These. Guys. read more
11 years ago
This really was a positive experience all around, total professionals. The price was reasonable WITH a coupon from Yelp. I paid $80 for $200 so basically a $120 discount, otherwise I would've considered it slightly pricey for what we moved. We moved from NJ back to Queens, NY The start of the experience landed me in Bernard's capable hands, I told him over the phone what we had since it was a 1 bedroom move with us giving away a bunch of stuff and buying new at the new place. I did have the option to have someone come out but we both agreed that wasn't necessary. I was assured that we could adjust up until the day of the move if we added or took things off which was helpful since we gave a bunch of things away before we moved. We had a good amount of notice on our move so the date wasnt an issue. We called the day before to check in since we hadn't heard from them but it was early and we were busy so I didnt feel like waiting for confirmation. This was all about my impatience and not FlatRate. We were also running around in an out of area with spotty cell service so I didnt want to miss their call. The day of the move the guys were there early and easily parked the truck, and were off and running almost immediately. The reason I mention the truck parking is the last guys couldnt manage to fit a smaller moving truck in the exact same spot. They really were amazing guys who knew what they were doing. We had a weird corner that the last movers were asking us what to do to get around (like were supposed to know that) that FlatRate's guys handled with no problem at all. They were very fast and took great care of our stuff. Funny thing is the only thing that broke was something that I took over myself for "safekeeping", everything FlatRate handled was excellent. The move started at about 9AM and were were moved in no later than 1PM. read more
12 years ago
I'm not sure I've experienced better...but surely no worse. The movers broke two very expensive tables due simply to carelessness and not caring. I found out after I was lied to by the fellow in charge and after I had tipped them. Today my son got on my exercise bike only to have a major piece fall off. The movers simply put it in place so I would not see it was broken. Boxes delivered to the wrong room is par for the course. This is too much. New RULE #1: NEVER tip movers until you have gone through ALL your things. They can wait. read more
5 years ago
Pat and his team were absolutely amazing. They were extremely prompt (arrived 9 am on the dot), prepared and efficient when it came to packing up my apartment. When the service elevator broke, they acted quickly, moved what they could in the other elevators and were prepared to take the items down the stairs. They were also extremely nice, hard-working and careful with the items. They provided excellent service and I can't recommend them enough. read more
11 years ago
I was having a move meltdown and these guys saved my sanity. The team foreman and the two guys were beyond professional - epic experience. I could not recommend them more highly and I'm tough - read my review from last year on my movers. These guys are the real deal read more
15 years ago
I recently used flatrate for a long distance move from New York to California. Overall, I expected great service, based on everybody else's reviews, but I was disappointed because: 1. The sales agent was always slow to respond to my questions (24 to 36 hours); 2. Nobody on the job had any marker to label the boxes. I had to provide the few sharpies I had, and they were not enough for all the movers. Some of the movers had to use pens, which led to warnings such as "Very fragile. Do not put anything on top" on some boxes to go unnoticed, and things got damaged. Pretty unprofessional... 3. The movers who packed everything were totally brain dead. For example, I leave a bright post-it note over a small pile of items that says "We are not moving! Thanks" and one of the movers packs them with the rest because "uh... my foreman did not tell me to leave them behind"... Really??! 4. The movers were not always professional in how they packed some of the boxes: many book boxes were left half empty for the convenience of the movers, who did not want to make them too heavy. But we all know what happens to half full boxes piled over each other: they get squashed and the items inside are not well protected, and get damaged. So that's what happened to us; 5. The long distance service kept driving me crazy with parking at the destination location. They sent me to city hall to get a parking permit for a 57 ft truck, then decided that it was going to be an 80+ ft truck, so I had to go back. Ultimately, they arrived with a much smaller truck (because there was absolutely no need for a monster truck in the first place) and parked illegally closer to my apartment than the legal spot I had secured for $87 out of my own pocket. The whole thing was ridiculous. All in all, it was just OK: They showed up on time, they did not lose any box and delivered as scheduled. But they did not properly package and label some boxes, which led to some damage.I might use them again if I can't find anything better. It's my plan B, not my plan A. read more
13 years ago
I saw an ad for them on the Train and decided to give them a call, after a few other moving companies were giving me crazy quotes to move my things from NY to California. Goran Mihalek came to my place, check out all my stuff and gave me a great price. He even called his supervisor and got $200 taken off the quote. I called him about twice a month to postpone the move date, and he was very nice about it. When they finally picked my things up, it was painless, professional and well done. Two guys wrapped and packed everything. They labeled each box, and loaded it into the truck. They stored my possessions for almost 2 months [the first 30 days are free], and when it arrived in Cali, two guys unloaded an 18 wheeler, and bought in box by box, as I checked it off a list they gave me. They even disassembled and reassembled my bed frame and computer desk. If I ever move across the country again, I'm using Flat Rate Moving. I thoroughly recommend them. read more
11 years ago
They very detailed, blazing fast, respectful, courtesy, and very helpful. Door to Door in record time. All my furniture was draped in covers, all my belongings wrapped in paper. Could not have gotta a better moving service. Tip: Call them to reserve your move at least 30 days ahead of your moving date to save 50%! read more
9 years ago
OVER $9,000 DOLLARS OF DAMAGE. Flatrate does not want to pay for the damage they caused. Chipped my Italian kitchen island along the edge. They broke other objects too. Pics included. The kitchen was not being moved and the claims department has gone silent. Sadly, the salesperson and movers were told repeatedly to stay away from the kitchen. read more
4 years ago
DO NOT USE! FlatRate completely mismanaged my move from beginning to end. I requested an in person consultation well in advance of my move date. A few hours before my schedule consult, the consultant (David Lloyd) emailed that he could not do an in person consult, but would do it virtually. He assured me that a virtual consult was just as good as the in person one. I was given a quote for a 1 day move. It wasn't the cheapest, but I appreciated that it was a FLAT, FIXED price. I also assumed that, as professionals, they knew what they were doing and could accomplish the move in one day. Long story short, they showed up at 9 am and immediately started complaining that we had more stuff than what they were told. Note that we added one television to the move, one ladder, and some boxes that we thankfully packed ahead of time. They came up with a list of 20-30 additional items that they did not have on their list. This was precisely why we wanted an in person consult--because we wanted it to be accurate. I paid for unpacking service and packing material removal. They immediately began talking about additional funds we would owe. The move took the entire day, such that they ran out of time (my building had a cut off for how long they could use the elevator--of which FlatRate was aware ahead of time), so items were left behind at my old apartment. When they finally finished moving the stuff they did manage to get out of the apartment, it was 9 pm and we had to get our kids to bed, so we told them to leave. Almost nothing was unpacked, so all of the boxes and paper were in our house. The manager that I spoke to told us the movers would come the following day to get the remainder of our stuff out of our apartment and to unpack/remove boxes. Over the course of the day, I had to speak to their headquarters multiple times, as they kept coming up with additional funds. I hired this company because of their flat rate! When I spoke to the company the next day, they stated that they would not send people to collect the boxes/packing materials. We spent the better part of the next day moving the last stuff out of our apartment. They refunded part of the additional funds tho at they charged us after the move began, but they wouldn't discuss refunding more than that, despite the fact that they did not perform their end of the deal. This entire process was a giant screw up from start to finish. Save yourself the hassle and hire someone else. Also demand an in person consult! read more
5 years ago
Never write reviews but FlatRate compelled me to. Move out was okay, movers showed up over 3 hours late with Dispatch being evasive or not answering the phone while I was waiting. Sales team was responsive and helpful, working with me to get a good storage deal. Move in was an absolute mess and why you should consider very carefully if you want to use this company. I showed up to my new apartment and the first thing the movers told me was that they don't have the right mattress. The foreman knew his stuff and could tell immediately storage had lost my mattress. They had the audacity to show up with a beat up Queen when I had a full. The rest of the day was spent figuring out where my mattress was with dispatch trying to find similar mattresses. It became clear they never packed my mattress into the same storage unit and had also lost my bed slats. I understand mistakes happen and having worked in moving when I was younger, I knew the difficulties of the job. However, the customer service teams callousness and disregard for my experience was honestly incredible considering the inevitable lost product cases. After confirming they had lost the mattress, I requested reimbursement for the 9+ months of storage for the mattress and move in costs for it. All they could manage is a "request denied". I didn't even bother mentioning the damage to multiple other objects including my drawers, they were so unhelpful it would have been a waste of time. Long story short, if you're moving in the city I recommend other companies. It's not worth the headache and inevitable financial damage. read more
12 years ago
We had a great experience with FlatRate, and I highly recommend them. We hired them to pack our apartment in NYC, and to move all our things from NYC to LA. We went with FlatRate because they were less expensive than other cross-country movers. They also offered free storage in NYC for one month, which was super helpful. And from the beginning, I found their staff to be accessible, friendly, and helpful. The packers were excellent - very professional, incredibly thorough. The movers on both ends were amazing - they were such good sports about some very heavy and unwieldy furniture that we have. And everything was done quickly and efficiently. I also received follow-up calls from FlatRate to find out if we were satisfied with the services. We most certainly were! We have now unpacked all our boxes, and NOTHING was so much as scratched, and certainly not broken. I'm not giving 5 stars because of a miscommunication that could have been avoided. Our stuff was held in storage in NYC, and I was told that when we were ready to move, to just call FlatRate and it would be there in 7-10 days. Turns out that's not the case; the window they give you is at least 2 weeks (and initially I was told it would take a month, but thankfully they were able to cut that down). I wish I'd known in advance that it would take that long - I would have contacted them sooner if I had. However, these are small matters. Everything that's important went smoothly. FlatRate really made our lives easier, and at a very fair rate. I plan to recommend them to anyone I know who's got a big move coming up. read more
10 years ago
I needed to write an update as I told customer service I would. As soon as my original review went "live", customer service contacted me. They said that the original offer of $75 for inconvenience + $120 for damaged items was a "mistake". They offered to send me $800 (the original ransom I was forced to pay) plus the $120. They also asked that given this change, "could you kindly change your review". I told them, not a problem, once I received the check. They said they would expedite the check. After 10 days and no check, I contacted customer service, who said that I should receive it soon. After 12 days and no check (and an additional two days to hear back from someone) they said they would reissue the check and send it by FedEx. I didn't receive the check until 7/13/2016. My move was 6/4/2016. The check was for $920. In a nutshell, after being persistent and vocal on all social media outlets, and promising to update my review, I received my forced 40% "tip" back plus money for damages. FYI, I have received four emails from other customers looking to sue FlatRate for similar experiences. If you are moving, look into this company at your own risk. I added a star because the check cleared. read more
11 years ago
Professional, dependable, and very efficient. Abdel was the super for my most recent move - the guys under his care were professional and extremely efficient. They arrived on time, packed up my entire apartment, then transported from Midtown Manhattan to Brooklyn in record time. The process was stress free, and everything has arrived without damage. The team went above and beyond to ensure that the entire move went smoothly without any surprises. Thanks Abdel and FlatRate Moving - I definitely do not regret using your service! read more
7 years ago
We used FlatRate Movers for a trade show. They charged us twice the same amount and refused to refund their mistake. I had to dispute the charge with my credit card company and they still fought it. I have received partial credit now but still trying to get the balance. DO NOT USE THIS COMPANY!!! read more
6 years ago
Do not use FlatRate. This is going to be long but please read so you don't make the same mistake and hire this awful moving company like we did. My husband and I have done several moves and not once did we have anything occur close to what we experienced with FlatRate. This moving company is unethical and damaged a huge amount of our furniture in our move from Connecticut to Florida this past January. We were considered VIP Premier customers. We were having them pack up our 5 bedroom home and move most of our belongings to Florida. When the furniture arrived in Florida the foreman who was in charge of unpacking the furniture prior to bringing the items into the house was unwrapping pieces in our courtyard. He was their employee and even he couldn't believe what a bad job they did. Before bringing in the damaged furniture and showing it to me, he was taking pictures and forwarding it to FlatRates claim department. When he did show me, he told me that I should take pictures and forward them as well to FlatRate. He and the other movers told me they could not believe how poorly everything we had, had been packed. They told me that if my furniture and other possessions had been packed properly all the damages that happened could have been avoided. Additionally, the unpacking job could not be completed due to the damage. Furniture could not be put in their proper places. The company refused to send people back to finish the job when the furniture was repaired. They never even finished the job for which they were paid. The foreman told me that FlatRate would be in touch with me the next morning. Flatrate did not get in touch with me -- I was the one that reached out to them. Damages that I could see in just the first hour of unpacking -- my great grandmother's dining room set -- two chairs had been damaged -- 1 leg had completely been broken off -- like a turkey drumstick with jagged pieces of wood where it had been broken off from the joint, my grandmother's chinese chest -- all 4 legs and bottom wood work had been completely broken off, a large glass and wood armoire/hutch had a leg jaggedly broken off so it could not stand and had to be placed on its side, and our ping pong table broken so the movers could not reassemble it. Not to mention they broke a metal wok and a panini maker just to name some more items. One of the pictures I sent had a hemplewhite antique chair that had belonged to my grandmother -- one was placed on top of the other upside down not wrapped in a blanket in a box with a box of tennis balls from Costco and other miscellaneous junk from our basement. This was all taking place within the first few hours of unloading the truck. I sent 26 sets of pictures (over 250 pictures) to FlatRate when I returned to Connecticut a week after the movers delivered my damaged furniture, art, china and cookware to Florida. This was just the damages that I had been able to see in the items and furniture that had been unpacked. There was still extensive damages which I later documented to FlatRate that had not been unpacked yet. Boxes were mislabeled with huge damages -- chipped glass vase (wedding gift) and candlestick holders. As it was, I was not allowed to speak to their COO but when my husband called they were amenable to setting up a conversation. My husband told David Giampietro the same things that I had written but wasn't able to get anywhere. David said and I am paraphrasing this, "Your furniture is some of the most beautiful we have seen but it was not in good condition." I felt like that was victimizing the victim -- our furniture was in beautiful pristine condition and had been in perfect condition prior to the move. This angered me so greatly and later I found out from another moving company that when there is any pre-existing damage to any piece of furniture, artwork, cookware, glassware or china-- the moving company/packers are supposed to call the owner over and document it -- this did not happen once in our move and the reason it did not happen was because all of our belongings were in perfect condition. I thought that was especially slimy. Other than that, he was actually quite charming and assured us that they would make things right. David agreed to fix the broken furniture and to give us fair market value to the things that were broken during that call along with other promises I now believe he had no intention of keeping. Our move took place at the end of January. We followed every procedure they requested in their "process". There was an incredible amount of stalling and delay that went on. Almost six months in to this horrible treatment, we asked when the next round of furniture would be fixed and when we would be given a check for the fair valuation of items that could not be fixed, we were told that at this time FlatRate was closing their file on us. After David scheduled calls to talk to us, he blew us off and closed the file without completing what was owed us. read more
7 years ago
Not a fan. We hired Flatrate for a move from NYC to Montreal, and half of our furniture arrived with only 3 legs. This was after being told our items would arrive in "about 2 weeks"...which actually took about twice that long! The movers we interacted with themselves were not bad but overall if the goal is to move your things without breaking them, I suggest finding someone else! read more
7 years ago
Very fast & no damages. Moved my heavy furniture up several flights of stairs. Edwin was an amazing mover! read more
7 years ago
Hideous experience. The intake was full extreme over-promising and misrepresentation by Audrey. The contract changed numerous times, and agreed upon terms would disappear. Scheduling delivery was a nightmare with more poor communication that left me living without furniture for weeks. Crew did not unpack as agreed on in contract. During the move numerous items were broken. Process after has been marked by poor communication on behalf of Ilan at the NY office. Have been offered a paltry sum after months of un-answered emails and calls. Have considered suing due to their extreme negligence. DO NOT USE. read more
6 years ago
FlatRate moving destroyed the common space of my apartment building, and broke the back of a brand new $4500 couch I purchased a month before the move. They tried to get me to sign a waiver at the end of the move, which I obviously refused. They then persisted to ignore all of my calls and emails for three straight weeks. I was hung up on more than twenty times by various employees. Finally they agreed to have their insurance vendor assess the damage, but provided them with all of the wrong contact information, delaying the process another month. When the insurance vendor did assess the damage, they agreed to cover it. However, they still delayed (ignoring me and the vendor for another month). Finally, three months after the move, after they realized I would not just stop asking for them to fix my damages, they finally declined to help (despite their insurance agreeing to do it). This company is not only fraudulent in the way they conduct business, their employees are verbally abusive and rude - hanging up on me, laughing at me, calling me names etc. I effectively paid them $3000 to cause $5000 of damages. While damages can happen in a move, they are criminally irresponsible in how they handle their mistakes. read more
Job # 745598 We just moved all our belongings from Brooklyn, NY to Sydney, Australia with FlatRate. Planning: We corresponded with Adam and Denise over the phone/via email in the preparation phase and both were fantastic and very responsive. I would recommend them both. Packing/Collection: Aziz and Elarbi arrived (even early) for our job on the day, and we were absolutely overwhelmed by their attentiveness to detail, their patience, their rigorous care for our belongings and willingness to explain the whole process for our boxes to arrive in Sydney. They were consummate professionals: arranged a great park out front of our house, which is why they cleverly arrived early; kindly taped all our customs docs to our boxes; patiently waited for me to cross-check my inventory with their lists; worked incredibly speedily and efficiently; and MOST importantly, they took enormous care of both our belongings and our house whilst moving things around. They paid attention to each and every box's contents and arranged them carefully accordingly. They even text me after to show them all packaged carefully in the skid- talk about going above and beyond!! By the time they left, we felt like they were our friends and trusted them implicitly with our move, which is a huge sigh of relief amidst a stressful international relocation process. We can't highly recommend them enough! TRULY A MOVING DREAM TEAM!! read more
8 years ago
Short version: My move was AWESOME. The only downside was that traffic made the truck very delayed in getting to me and they didn't do a great job of keeping me informed about this delay, but the movers made up for the lost time by being incredibly efficient, thorough, patient, and attentive, so I can't even knock a single star off! If/when I move again, I would use FlatRate in a heartbeat. Long version: I was moving from Brooklyn to Philadelphia and of course my move date wound up being one of the hottest days of the summer and Brooklyn was essentially one giant traffic jam that morning! I was initially very ticked off that the truck was really late getting to me and I was not kept informed, but this was due to traffic and not something that could have been helped and as soon as they got to me, they did not complain about the traffic headaches or the heat, and David and his team were complete professionals. I barely blinked before they had all of my stuff packed up! They really mean FlatRate - there was no counting of boxes or measuring to pull any typical gimmicks (ie "This box is 28lbs and you said 25 - that will be an additional $100!" Or any such nonsense that is so common - these guys were respectful and professional!). They did not break a single thing - they treated everything I owned as though it were made of glass. They kept me updated on their ETA once they were on the road and then got everything inside in record time. I cannot say enough about their attention to detail - every box went to the right room without my saying a word. I had my bed on risers in the old apartment, which I completely forgot about until I realized David had put them back on the frame as soon as they got the bed inside. He even asked if I wanted to put a bedskirt or anything down before he put the mattress down. They did not leave so much as a piece of tape behind when they left. One last point - as a single woman moving alone, I cannot help but worry about being disrespected (charged extra, talked down to, ogled, etc) but that did not happen with FlatRate at all! I was so impressed with their professionalism and courtesy. I keep swearing I am never moving again, but if I have to, I would use FlatRate again in a second! read more
7 years ago
It's sad that I have to leave a 2 star review because the guys that actually did the move were great as was the salesperson who quoted me. I can sing praises about the move team from NYC. Then Miami team was very late, didn't call, but hey, I got all my stuff. My complaint is with the claims department. My dress came broken and I filed a claim and I have yet to see it be filled. They stated the amount they would be paying me (full replacement of the dresser! I was so happy & happy with them) with the accompanying letter and I still haven't received anything. My stuff was delivered on February 1st, I filed March 4th as I was out of town for almost all of February, it is now April 5th and I continue to keep getting the run around as to where my check is. I hate to be a niusence but I follow up weekly and nothing. The exact response is "We haven't received checks from the accounting department as of yet." How is it possible that a check hasn't been received in over a month. From a moving standpoint they are great and if you don't receive anything broken great, but if you do, be prepared to wait. It's sad that I have to have my clothes either in boxes or on piles on the floor. As other reviews have stated if I don't hear from them within the next week, I will file a complaint with the BBB. UPDATE: the team reached out immediately after my poor review and have Fed-Ex'd my check. Adding one additional star for the prompt reach out. read more
13 years ago
Ugh. Not a fan of their customer service. I've chosen them because I've seen quite a lot of positive Yelp reviews on them, but I think it's really a hit or a miss. I've emailed, called, then emailed again and again because they keep making mistakes. In terms of pricing, I can't really find any other movers that can provide me such a low price. If you're planning to move with me, try to pick out a good customer service representative or you have to be prepared at being annoyed with their continuous mistakes. read more
5 years ago
This place is awful. They were late picking up my stuff, and over a month late dropping to my new home. When I finally received my stuff my personal items were damaged. They only wanted cash for final payment. Awful customer service. read more
I can't say enough good things about FlatRate. I scheduled them for a move from Rockland County (suburbs about 40 miles north of the city) into Manhattan. They had to make 2 stops in Rockland at 2 different houses, and then deliver our stuff to our 4th floor walkup in the city. I worked with Stephen, who put together my move plan, and was so great and so patient with my MANY questions and changes. The movers were scheduled to arrive between 9-10am, and they showed up at 9am on the dot. Marco was my foreman and he and his team were so nice, polite and efficient. They were in and out of my house in 30 minutes, in and out of the 2nd stop in 30 minutes, and made it into the city in no time at all. They went above and beyond in handling all of our belongings with care and making the whole move go smoothly from start to finish. I was happy with the price as well - after calling around getting different quotes, they were right on par with other local moving companies. Highly, highly recommend! Request Marco and his team! read more
5 years ago
I used Flatrate moving from NYC to SF last year. I had a great experience working with them and I didn't have any issues at all. I didn't want to post this on Yelp/Google because I would rather you all figure it out within the company first and I also prefer to criticize privately. First off, there were way too many hiccups involved in this move. I will talk through them one by one. 1. My wardrobes. I purchased the all-inclusive package including packing. Even without packing, Flatrate offers disassembly of furniture. I had mentioned multiple times through phone and email that both of my wardrobes required extensive effort to disassemble. Over the phone, I was told that it would be fine and they would take care of it. And over email, no one responded. There was an embarrassing lack of communication on the company's part on just this section. On the move out day, after 30 minutes of attempts to fit it through the hallway staircase: I personally had to disassemble my furniture while the movers were disassembling furniture in the middle of the building hallway. a. Had there been more communication on Flatrate's end, I would have been able to hire a TaskRabbit to handle taking apart the wardrobe beforehand and had the movers just come and wrap everything up, instead of doing this all during my moving window which added stress onto every, single person (including my roommates). 2. Upon arrival, multiple large pieces of furniture were broken including the large wardrobes that could not fit through the hallway. This included my wardrobes, my clothing rack, my lamp, and my monitor. This seems like an excessive amount of damage to me. To put this in perspective THREE out of SEVEN of the large "furniture" pieces that were in my move plan and contract arrived DAMAGED and irreparable. 3. After inspecting further, 2 boxes arrived with all of the matcha powder spilled out. Another box arrived with my coconut oil spilled out. This coconut oil was with me from my move from NYC to SF and I was able to manage it not spilling out at all (even though I packed myself). So DO NOT USE THEM TO PACK YOUR STUFF. EVERYTHING WILL BE BROKEN. 4. To top this all off, I had to call multiple times for a delivery window and when my movers are coming. I wasn't able to take a day off until the day before because I wasn't sure what time it would come and I had to call to find out instead of hearing from the company about the expected delivery date and time frame. I was willing to let the first item go, had my furniture arrived unscathed. I was willing to let the second go based on how apologetic the movers were when the pieces arrived broken. I was willing to let the last point go because I felt that you all tried to rectify the situation immediately... but the monitor really was the straw that broke the camel's back. I did not have time to go through everything yet and I was excited to set up a small home office to work from. However, when putting it all together, a huge piece of it was CRACKED. Not only does this put a huge dent in my day but it is an essential part of my work and my business. TL;DR: 3 out of 7 of the "furniture" items were broken. 3 out of 15 of my boxes had spills. At this point, the amount of angst that I went through and money I spent during this move is equivalent to me selling, throwing everything away, AND repurchasing it in NYC without moving 90% of my items. I really did not want to go to the extent of posting on public review sites about this experience because I do not want to have one bad experience taint the good. Update: I sent this to this email to them back in October & they sent me the check for 4 out of 5 of the items on the list of the claims in November. From then on, I've been trying to get to claim appeals for the past 2 months to get them to send me an updated check with my real name on it. I admit my fault in that for not adding my real name but NOBODY has answered my emails or my calls. Do not use this company. read more
6 years ago
This is one of the worst companies I've ever dealt with. The customer service is awful as everyone just looks to brush you off in hopes of getting you off the phone. I used Flatrate in June of this year and put my belongings in storage with them. The terms of my contract stated the first two months of storage were free and thereafter I would pay $427/mo for storage. Since day one they have been charging me for storage and a rate higher then that is stated in my contract. They have been charging me $646/mo vs the agreed upon rate of $427. I've been calling them since June regarding this issue and I keep hearing your refund will be issued and thats when I can get someone on the phone. As of October 6th I still have no refund for the two erroneous months ($646 x2 = $1,292) and the overcharge of ($219/mo x 2 = $438) for the last two months. In addition, I recently tried scheduling my move out of storage and now Flatrate is trying to charge me more money for the move out of storage then the move out of my apartment which they provided packing services. I've been very patient calling and emailing since June but yet I still get no resolution to my issue just a continued passing of the buck. DO NOT USE THIS COMPANY, pay a little more elsewhere where you will get better customer service. I will never recommend nor use them again. read more
10 years ago
I've had good experience with them, starting from the sales person - Evgenia Gomez - to the actual movers - Gabriel, Ryan and Marshall. I cannot comment on the rate they provided, I got quotes only from two other companies and flat rate offered a discount. I wasn't sold 100% on the idea that they charge for specific items you are moving, but I moved before with a "local" cheaper company, they promised one rate and I ended up paying 150$ more because it took them longer (they were doing this on purpose of course). The movers showed up on time and were very polite apologizing for taking time to move certain heavy items. They were good at packing the furniture and were careful with boxes so nothing was broken. Thank you, guys! read more
7 years ago
They were fantastic - in town move just a few blocks away but they were extremely professional and courteous. Mohammed and Yosef is were excellent. They were in contact with updates throughout the day and even took some extra boxes free of charge. Would recommend them to anyone. read more
18 years ago
I'm glad to hear I'm not alone. Flat Rate is one of those things that sounds good in theory, but doesn't work in practice. I've moved twice in the past 2 years and called Flat Rate both times for a quote. My apartment complex recommended them and I was intrigued by the idea of a flat price and no surprises. Both times I called and asked for a quote. Went through everything in my apartment. Then, both times, I got an insanely high quote. This last time (a month ago), I called 3 companies after flat rate. All 3 quotes were less than HALF what Flat Rate quoted. I then got a call from the Flat Rate salesperson asking if I was ready to sign (they were booking up fast, afterall). I explained that I got quotes from 3 companies that were just so much lower that I couldn't pass up. Then the guy went into battle mode, explaining all the different ways the companies suck. He explained that if I pay by the hour, they'll just work slow and it will cost more than Flat Rate. When I explained that they would have to take 13 hours to move my 2 bedroom apt across town to cost more, he started to tell me that they would add unexpected charges. When I told him that I had contracts that said otherwise, he told me his manager would go through the contract and explain to my feeble mind how they are deceiving me. He wouldn't let it go. He told me I'd be sorry and I'd be calling him on the day of the move to bail me out. The best part: after we hung up, I got an email out of the blue from him with a quote that was $500 dollars less!! He couldn't explain how the quote was derived, but he could knock $500 off! That was nice of him, but it still was too much. These guys could be great actual movers. I don't know. I'll just warn you to shop around for quotes and, if you want to go with Flat Rate, at least tell them you won't go with them because of the price. They'll likely knock money off (25% in my case). read more
10 years ago
This review is for the customer service PRE-moving. it is definitely a big big headache when it comes to international moving, i read so many scary reviews that i am lost as to who to pick! But i am happy that Ming Wang from flatrate is so patience with her service and i must have sent her millions of questions (i feel real bad) but she is out to help and sounded genuine and compassionate about my situation! I hope that the rest of the team is going to be like her after i select them as my international mover! wish they would assign one coordinator to do everything from A-Z! If you guys want a reliable customer rep from flatrate, she is the girl to go to! read more
12 years ago
I used Flat Rate for my move from LA to NYC. They actually came highly recommended to me. They seemed professional when doing the evaluation prior to my move but then were unresponsive to questions. Luckily, I purchased extra insurance and the move in LA seemed to go well. Once I arrived in NYC, the NY movers said that my movers in LA packaged everything horribly. My $1000 West Elm dressers were completed damaged one each corner and one dresser even had a massive hole in the side. The installers didn't even build my bedframe and headboard correctly. I am very upset with how everything was handled and am disappointed when they came so highly recommended. Make sure you get insurance and watch them pack everything if you ever use them. read more
8 years ago
Moving to NYC to Phoenix after 10+ years and decided to go with Flat Rate for this long distance move. Norberto, Brandon, and Pat were the crew that packed up our 3 bedroom apartment and loaded it to be shipped out west. We just had a quote done over the phone (not ideal - that was a downside) and ended up with more stuff needing to go than we had originally thought. But these guys handled it all with courtesy, professionalism and respect! Now we just have to wait for our stuff to be delivered....Hopefully, that end of the operation will also go smoothly! read more
17 years ago
Given the recent economic climate, I had even forgotten that I had my apartment on the market to sell. Well, someone from overseas saw it on the Internet and decided to purchase my apartment, and I have to move out immediately. Long story short, Flatrate came for an estimate immediately, gave me the lowest quote on the "you pack your books-n-stuff and we pack the fragile items" package. All in all, the guys were all courteous, speedy, on time, careful, and neat. No damages were done, and they even removed the empty boxes afterwards. I moved from a large 1BR to a large 2BR, and it cost me under $1k. That's amazing to me because I have previously paid double that amount with another major mover in the city--and I think I had fewer pieces of furniture. As you can tell, I had a great experience with them, and they have my highest recommendation. Still, moving isn't fun. I hate it. But if I ever have to move again, I'd use Flatrate in a heartbeat. read more
5 years ago
Simms and his team went far out of their way to make our move a success. Not only did they safely get all of our belongings to our new home, but they took apart and reassembled some of our larger items and they are all good as new. They worked hard all day. They even took care of delicate items that we planned to move ourselves later. Simms and Marketta even had to deal with limited parking in our new neighborhood and were able to unload everything without angering our new neighbors. Just want to take the opportunity to once again say 'thank you' on the fantastic move. 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 29 reviews
Why does Yelp recommend reviews?
2,045 reviews that are not currently recommended
The reviews below are not factored into the business's overall star rating.
8 years ago
Update 2: The company made everything right yesterday and finished the move, so I am updating to 2 stars. I will update once I receive payment, should be about 2 weeks. Thank you for correcting this situation! Update: If you have a bad experience with this company, leave a bad Yelp review--it is the only way they will contact you. I received a call from customer service directly after posting, and they were very nice and helpful. They are giving me a partial refund and sending over another truck to finish the move this evening. I agreed to update my Yelp review, and I have removed names. Original review: FlatRate Moving is a SCAM--they did not complete my move, lied, and will not return my calls! This whole move has been a disaster, and the movers lied to my face. The company will not return my calls, nor will the lead mover. I spent $1360 to move one bedroom from Queens to the Bronx, and an additional $300 in tips, and for that amount of payment they won't even dignify me with a call for incomplete service. I'm sure if the move goes well, it's great--but if it doesn't, THEY WILL NOT RETURN YOUR CALLS. First I called on Friday during business hours to update my inventory, as I decided to leave some of the furniture behind, and I had mistakenly told them that it was 4 flights when it was really 2; so I wanted to update this information, but I could not get a hold of anyone. Saturday morning, May 26th, for some reason my card was not going through, so they asked me to go to the bank and get a cashier's check. My lead mover's manager told him he was not permitted to move until I returned. I apologized for the inconvenience and pointed out the things that needed to be moved, which was very clear and all was listed on the inventory. At this point I was happy with the service and not concerned. Then the lead mover called me while I was at the bank and said that he trusted me and would meet me at the new apartment. Had he waited as he was legally instructed by his manager none of this would have happened. My roommate called me when they were getting ready to leave and said that they hadn't packed everything. The lead mover told me that it was just the futon which they were unable to move, and I figured that I didn't care about it. No big deal. So I met them at the new apartment, they were very careful with my things and efficient, so I tipped them each $100. I noticed that some boxes were missing, but they said they had everything and were not able to return. It turns out they WERE able to return, because he said, "We made a big mistake and forgot your bed frame, so we need to go back for it." Great. I'm still happy at this point. I reminded them of a large box (that was with the other boxes) in the living room, a mirror, and 5 boxes in the closet. They said they would make sure they got them. They came back with the one large box and told me that they had already packed the boxes from the closet. I gave them the benefit of the doubt. I returned to my apartment the next day to finish cleaning and found an entire van's worth of boxes that they had not moved, plus a very small nightstand that they had moved out of the bedroom but not to the truck, and a small bookshelf that I had clearly asked them to move and was clearly in the inventory. I called the lead mover and the company and left multiple messages (again during business hours), but nobody returned my calls. Finally I started texting the lead mover and threatening to make formal complaints, at which point he was motivated to call me back and told me he would return the following evening (yesterday, Monday) at 6:00 with his own van to complete the move. Great. I can understand a mistake and was grateful he was willing to correct it. He said he'd call on the way over. So I show up early and wait until 7:30, called and texted multiple times, but he was a no show--he didn't even call to cancel. At this point I have an entire van's worth of furniture and boxes that were not moved, the company will not return my calls, I don't have a car, and I am out $1660 for moving from a one-bedroom to a one-bedroom, both within NYC. Fortunately I have a friend with a van, and I am going to pay him $100 plus dinner to help me finish moving tomorrow evening after work. In summary the company did not complete the job, lied, was then a no-show, and will not return my calls. I can understand if they were to call me back and apologize and give me a partial reimbursement (or better, finish the job), but for the amount I paid and no phone call? Totally unprofessional. BIG SCAM, save your money and go elsewhere. At this point I do not expect anything from them because they are liars who do not follow through on their word. Stay away! I lost a lot of money! This was not an innocent mistake, because my roommates SHOWED them the remaining boxes and they refused to pack them. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable nor would I do so lightly. I was having my apt painted and floors redone and needed to have my furniture removed for the duration, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install and the movers; (even allotting a few days of "wiggle room" just in case) as I was having people over for both Passover and Easter. The first group of movers picked up my items to bring them to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrived and were almost finished when I was advised that there was "a problem." The mover asked me to accompany him to my lobby where I found my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted that this was his fault, and that this actually occurred days prior as they were loading my furniture from their warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? The mover indicated he was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware that their men damaged my furniture and yet, fir some inexplicable reason felt no obligation to advise me of same. I called their customer service dept immediately and incorrectly assumed they would be as concerned as I was. Their response "oh, sorry - can you please just take some pics, fill out the form and send it back to us." I filled out the form, included photos, a receipt which clearly shows the cost of the piece.They also ask for the weight of the piece which I think is absurd. Not sure about all of you, but I just can't for the life of me remember when was the last time I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an understatement. Just to clarify, if this were a piece of furniture I purchased from Crate & Barrel, sure I would be upset, but we are talking about a piece of furniture that was bought as an investment and was over $6,900. Since I was aware of the value, I opted for their insurance which valued my property at $10,000. I then receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" which indicated that I needed to contact their vendor, All Furniture Services, so they can assess the damage. All Furniture arrives three days later, the guy tells me how great he is, and that he can "fix it" Fix it? Even if All Furniture were miracle workers and could "fix it" the piece would no longer have the same value. To add insult to injury, I needed to call 20 people and tell them to find alternative arrangements for the holidays - so another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before. I then receive an email to advise that my claim is "now closed" and they would like to offer me $250.00 as a "courtesy compensation" So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They also advise that I can have it repaired by All Furniture Services for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will repair or replace any damaged furniture, in actuality you are the one who pays for the repair. I am far from obtuse so what am I missing here? I am now sitting with the broken piece of furniture in my kitchen (where their men promptly "dumped" it) although it belongs in my living room. My apt looks as if I just moved in instead of having just been redone. And while the damage was due to Flat Rate's negligence, they have now washed their hands of the matter and feel that an offer of a $250.00 check will cover my inconvenience ( It cost more than $250. to have the piece professional cleaned). Inconvenience doesn't even begin to describe what I have been through and again, all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. My next call was again to their customer service, to ask for a name/ email address for someone on their management team. Nope sorry - we cannot provide that information. As someone who works in management for one of the largest privately owned companies in the U.S., we have no issue providing contact info for anyone on our Executive Management Team. Why - because any company with integrity actually wants to hear from their customers -whether for a compliment or a complaint. That is what good companies do. That is what ethics, integrity and good business practices are all about. Clearly Flat Rate h read more
15 years ago
EDIT (March 6): I spoke to Vicky, head of customer service at Flatrate Movers, this week. She saw my yelp review and called me to get more details. I was impressed by the proactive response and her interest in my experience. She assured me that what I described below is not the normal experience, and they have spoken with the movers to remediate the situation. I'm happy now to recommend Flatrate to others, b/c clearly customer satisfaction is their priority. (March 2) We wanted an up-front amount to budget for moving costs, so flatrate seemed ideal. Plus, we investigated 3 other companies and all the quotes seemed to be in the same ballpark. Flatrate got the edge for excellent sales service in assuring us *everything* was included such disassembly & reassembly, extra packing and padding for all the furniture and breakables, and taxes + tolls + expenses. Plus, I thought they might be motivated to work efficiently since there was no hourly rate. I was quoted $950 for *everything* and was told that 4 guys would show up, and it would take around 4-5 hours. We had a 1-br apt on the 2nd floor, and we moved to a 3rd floor walk-up apt. Basic inventory includes bed, 2 dressers, large 8ft ikea wardrobe, couch, 2 desks, 4 chairs, dining table, 2 elfa storage units, 4 bookshelves, 3 large clay planters and @ 30 boxes of stuff. Couple of things to note here: - we told the sales rep that we were moving to a 3rd floor walk-up - we initially forgot to include the 3 clay planters in our inventory list, and we emailed the sales rep 4 days prior to the move to be sure and include these So on the day of the move, we were ready with all the boxes packed and labeled. Our arrival window was 1-3pm and the moving truck arrived at 3pm with 3 movers, apologizing for the delay b/c of problems with the previous move. The foreman was clearly ready to get going since they work on commission and not an hourly rate, as he explained to us several times that day. However, one guy had to sit in the truck the whole time so we only had 2 guys to pack up our apt. The planters were the first thing the foreman complained about - "it's not my responsibility... if anything happens to them, it's not my responsibility b/c that's not on my inventory sheet. That is going to cost you extra." We discussed this for a few minutes, and decided that since we did email the sales rep about the planters, we would be ok for insurance purposes. They moved the planters but didn't add anything to the cost. The movers got everything into the truck in about 2 hours, except for the large ikea wardrobe. That was the next complaint from the foreman... "it's not my responsibility." According to the foreman, he felt like the wardrobe was too risky to move and it would likely break and it wasn't his responsibility, as he kept repeating. We did remind him that it was included in the quote - the disassembly and reassembly in fact - but he was adamant it wasn't his responsibility. Since he was so sure it would not survive the trip, we decided to leave the wardrobe to the next tenant. In hindsight, I guess he wanted to leave it b/c it would take too long to handle and he was in a hurry to finish for the day. So we left the wardrobe - the largest piece of furniture, and likely a chunk of the price quoted. When we arrived at the new apt building, the foreman balked at the walk-up. Apparently, he was not told that the stairs were double flights instead of a straight flight of stairs. We didn't know we had to explain the stairs to the sales rep when we got the quote, but we told him it was a 3rd floor walk-up and it was written on the foreman's papers as a 3rd floor walk-up. The foreman kept balking - "this will cost you extra, someone will have to pay us for this, it takes extra time." So he called flatrate headquarters and talked to them for a while, and then handed the phone to us. We explained that we said 3rd floor walk-up but we didn't know we had to give details about the flights. A few minutes after that call, another rep from flatrate called us again. After much discussion, we were told that sales would have to call us later in the week to discuss how this might impact our final price. We were very upset to hear this since we had left the largest piece of furniture back in the old apartment, with no complaint about getting a refund, and we had been accurate in describing everything in our move. Sales never asked for details like how many stairs are in each flight, etc. That said, the movers worked very hard to get everything upstairs in 2 hours. They finished the day around 8.30pm, so it was about 4 hrs of work and 1.5 hr of transit time. We tipped them 17% on the original cost even though the large wardrobe was left behind. The foreman then took a box of cookies on the counter without even asking me if he could have any - cheeky! read more
8 years ago
We used FlatRate Moving to move our things from a home in Colorado and our home in NYC to our new place in Philadelphia. To put it simply, everything about this move was completely unprofessional and mismanaged. We could not be more disappointed in the lack of service and the aggravation caused at every turn and it ended with our furniture (worth $7k) being delivered broken and a refund of $450 for move that cost just shy of $10k. We submitted a claim and an appeal to the verdict with all information documented with pictures and explanations in powerpoint. Bottom line, a move is stressful enough so you need to work with experienced professionals you can trust. I highly recommend avoiding FlatRate. Here is an outline of our experience: 1) COLORADO PICK UP: After flying from NYC to Colorado explicitly for the confirmed October 27 pickup, the van didn't show in the first few hours of the window. We called FlatRate and were told A) there was no pickup scheduled for that day despite the fact that we had confirmation emails not only from a FlatRate employee but also their automated system and B) the pickup would have to be scheduled later in the week on a day we were no longer in Colorado. After spending time talking with 2 different people at FlatRate, a supervisor told us that the automated system had sent us a pickup confirmation in error and that was a common mistake. He said, "We don't know why it does that, but it does. I'm sorry." This still didn't make any sense to us because despite any malfunction of an automated system, we had written confirmation from our sales rep we had been working with. Additionally, FlatRate had already charged our credit card the day before which only happens when the pickup is confirmed. After making it clear that we were unable to come back on any other day and supervise the items being packed, the supervisor made arrangements for a truck to execute pick up that day. Our whole day was spent re-organizing the move for the planned date and then waiting for the truck to show up. A fundamental error such as the pick up day and window being incorrect (after a human and automated confirmation) is absolutely unacceptable, especially when you live out of state and are taking the time to fly in specifically for the move. 2) PHILADELPHIA DELIVERY: On the receiving end in Philadelphia, the Colorado shipment also proved problematic. We emailed our sales rep and Dejon Reid (VP of Sales!) multiple times to coordinate the delivery date and received confirmation for Nov 19-20. I reached out to both gentlemen on Nov 8 and again on Nov 13 to advise them that the Philadelphia Police Department was only able to give us a parking permit for the delivery truck on Nov 19 so that is the date we needed to lock in. We never heard back from either. On Nov 14 we received an email from an employee saying that our shipment was enroute and there were no delays. On Nov 16 we received an email from the Long Distance Department confirming the shipment was still enroute and the current estimated delivery window was Nov 17-20. With no further information and no response from our sales rep or the VP of Sale about locking in Nov 19, we were forced to call FlatRate on Nov 18. The representative said, "I don't have Nov 19 confirmed and will inform you once we have a date available" implying we had no prior communication with FlatRate about the delivery date whatsoever. We were frustrated beyond belief: how was there no record of the Nov 19-20 window that the VP and the sales rep confirmed and now we were being told there was actually no date on the books at all? We explained the entire situation to the representative who had to escalate our situation only to come back and confirm Nov 19 an hour and half later. I understand that it is difficult for FlatRate to confirm exact dates and times but it should be noted that on Oct 31 the sales rep confirmed a delivery date of Nov 17th via email; so, if he could do it once, why could it not be confirmed again two days LATER than the original planned date and if it couldn't be confirmed why wasn't that communicated to us? Also, we were extremely disappointed that we were emailing with a VP at their company who never responded to our emails after Nov 8 and let our move fall through the cracks to again be dealt with by us, the end customers. 3) CLAIM PROCESS: The claim process was just as bad as the rest of this experience. Filing the claim and then waiting 2 months for FlatRate to tell us they would give us $450 for the $7k worth of items that were damaged was insulting. We then filed an appeal. We were continually told they were still looking into it every time we followed up. Months later still no answer. This is customer service at its worse. If you do decide to use FlatRate, please make sure to get the highest insurance possible. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
Rating between 2 - 3 stars was debatable. Flat Rate was referred to me by one of my graduate school classmates that had success moving from NYC to MIA. Unfortunately, my experience was not as smooth. I believe generally they are 4/5-star, but my experience was the outlier which I feel no other person, especially someone not covered by corporate expense should endure. On a positive note, the email or phone responsive of the Flat Rate office team is great as is the speed in which items are packed/unpacked, loaded/unloaded by the on-site movers. Also, the paperwork is well laid out. However, the negative is a lack of organization to pack/unpack boxed contents; as well as my move was scheduled against my preferred timing, leading to both inconvenience and inefficiency of delivery plus some of my furniture arrived with damages and all furniture had dust. Also at the end of the first 3-month storage period, I was notified my monthly storage fee would double. I had to refute such gouging and eventually I agreed to a more a nominal increase, but an increase all the same which I found unscrupulous as nothing in original contract said rates could change. It was agreed to in writing and verbally that I would be alerted 48 hours before delivery. Instead not only was it only 24 hour notice, Flat Rate Long Distance decided to proceed with the move on a date when I had tight availability and that my building management could only assign 2 hours use of elevator even though we both requested the day after which was free availability. The movers were there a total of 3 hours and 45 minutes. Given the poor scheduling, I had to take a conference call so I was preoccupied for the first 2 1/2 hours of the move. For what remained, it was difficult to direct the movers due to the missed time and so many items being in my apartment that were brought up to adhere to the 2 hour elevator limit. Also, due to the poor packing of my boxes, and being that I have so many items, it was difficult to properly place items for two reasons, first, the boxes were not detailed in labeling. For instance, books in boxes were labeled to the correct room, but there was no labeling of which shelf, and left to right, based on how it was setup before packing it up. Therefore, without me overseeing, the books were unpacked and haphazardly placed on shelf, mostly back to front. This created aimless work for the movers and extra work for me in completely reorganizing. Second, all furniture had dirt which led me to question were my items not stored wrapped; the dust was caked on. I received no heads up beforehand that this may be the condition they arrive in to prep so unpacking was futile as all furniture had to be thoroughly wiped and sanitized. Given the dust, why would Flat Rate not recommend that I cancel unpacking given their expertise of what condition lengthy stored items might arrive in? Also, many boxes had a mix of items just thrown in without regard for the protection or delicacy of the items, i.e. shoes with lingerie, kitchen items with linens, light fixtures with hair products. I have a lot of things and this move wasn't easy on both ends, however, my contract wasn't just for transporting items, but also fees for packing and unpacking. Including $500 cash tip for the movers on both ends, I absolutely feel jilted. To add insult to injury, a handful of furniture items were delivered scratched with gashes in the wood that were not there prior and two pieces off hinge. Additionally, right after my pickup, I reached out to my booker that the movers left two picture hangings on wall that I specifically asked to be packed; to this date I've received no response, apology or compensation. My Dirt Devil vacuum and Black & Decker drill are missing; as well as the moving blanket I borrowed from a friend seems to have been accidentally taken during unpack. The only thing that got me through the delivery was how great the foreman was. I really wish the packing had been done better so that they could have unpacked better and helped me more because they had such great attitudes. Unfortunately, I had to release them as it was futile due to hapless packing and dirt on the furniture. Plus what they were unpacking actually was creating work. Moving is a strain enough as it is, even more so as a single woman, and without a company covering long distance and the long storage expenses. I am hoping that Flat Rate does the right thing with reparations for the claim and photo documentation I submit. Should you select Flat Rate, please be proactive to ensure you do endure the damages and occurrences I had. Photos are posted to show above. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
11 years ago
This is my 57th review and I pride myself on being fair and even handed. While I have not always been delighted with the services I have received, I have never called a company deplorable- nor would I do so lightly. I was having my apt painted and floors redone so needed to have my furniture removed, hence my call to Flat Rate. I carefully planned the timing of the painters, flooring install, and the movers (even allotting a few days"wiggle room") as I was having people over for Passover and Easter. The first group of movers pick up my furniture to bring to Flat Rates' warehouse in NJ. A little over a week later, they were to be returned. The second group of movers arrive and were almost finished, when I was advised that there was "a problem." I accompany him to my lobby where I find my very expensive side buffet, upside down with the back leg and adjoining area smashed to pieces. He admitted this was his fault and that it occurred days before when loading my furniture from the warehouse into the truck. I asked why someone from Flat Rate didn't call me prior to delivery? He was instructed to deliver it broken, and to advise me to file a clam. This was the first red flag- Flat Rate was aware they damaged my furniture and yet, for some inexplicable reason, felt no obligation to let me know beforehand? I called customer service immediately and assumed they would be as concerned as I was. I assumed incorrectly - their response was "oh, sorry -fill out the form and send it back to us". I filled out the form, included photos, and a receipt which shows the cost of the piece.They also ask for the weight - which is absurd. Not sure about all of you, but I can't for the life of me remember when I weighed a piece of my furniture. Clearly another red flag. Saying I was devastated about the damage that Flat Rate caused would be an gross understatement. Just to clarify, if this were a piece from Crate & Barrel, sure I would be upset, but we are talking about a piece that was bought as an investment, and over $6,900. Since I was aware of the value, I opted for their insurance which was to cove me for $10,000. I receive an ambiguous email from their Customer Service Dept - I say ambiguous as it was signed "customer service" (no actual name of a person to follow-up with). They tell me to contact "their vendor" All Furniture Services so they can come and assess the damage. AFS arrives three days later - the guy tells me how great he is, and that he can "fix it" Fix it? Even if AFS were miracle workers and could "fix it", the piece would no longer have the same value. To add insult to injury, I needed to call 20 people to tell them to find alternative arrangements for the holidays as I now have a large piece of furniture sitting in my kitchen, and my kitchen furniture in my living room, so clearly I cannot have people over- another big thank you to Flat Rate from my friends & family whose holiday plans were cancelled the day before! I then receive an email to advise that my claim is now "closed". They have graciously decided to offer me $250.00 as a "courtesy". So Flat Rate just damaged a $6,900 piece of furniture, and their idea of settling my claim is to offer me $250.00? They said I can have it repaired by AFS for $450.00. As per Flat Rate, I have a $500.00 deductible so while they state that they will "repair or replace any damaged furniture", in actuality, you are the one who pays for the repair. I am far from obtuse so what am I missing here? I still have the broken piece of furniture in my kitchen (where their men promptly dumped it) and my apartment looks as though I just moved-in, instead of just being redone. Flat Rate is not disputing that the caused the damage - so the big question is why would any reputable company not take responsibility and offer to replace the piece? They are under the misconception that an offer of $250. will cover my inconvenience Inconvenience doesn't even begin to describe what I have been through - all due to Flat Rates' negligence. They have decided to wash their hands of the matter, I on the other hand have not. I called Customer Service to ask for the name/email address for someone on their management team. Nope sorry - "we cannot provide that information" I work in management for one of the largest privately owned companies in the U.S. We gladly provide contact info for anyone in our company. Why? - because any company with integrity actually WANTS to hear from their customers -whether for a compliment or complaint. That is what good companies do. That is what ethics and good business practices are all about. Clearly Flat Rate has none. read more
FlatRate Moving - movers - Updated July 2026
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