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6 years ago
I would really recommend going elsewhere for your move. The movers themselves were extremely respectful, friendly and great guys, personally. However, there were several issues that came up during the move: 1. Dining room table was broken during the move and was unusable until a carpenter had to come and fix it. 2. The moving team forgot a key supply for the move that they assured me and the building (multiple times) they'd have. This delayed the move-in to the new apartment for over an hour. (Just sitting in the truck for that time) 3. They failed to mention that a completely seperate person had to come on a different day to mount the TV that I was paying extra to be mounted. 4. The guys who mounted the TV didn't actually drill into any studs... I didn't realize until the TV pulled completely out of the wall and destroyed itself and the entertainment center below it 2 months after being mounted and without being touched since the mounting. Overall a really terrible experience. read more
9 years ago
This was the worst move of my life. I would never use FlatRate again nor would I recommend it to anyone. I would rather personally purchase a UHaul. The movers failed every single standard for professionalism. They were supposed to arrive between 8 and 9, and they didn't leave for my storage unit until 7:45. They then didn't check the traffic and got on a bridge that had had a 16 wheeler crash at 5 am. They didn't inform me of this until 9 o'clock, when I had already been waiting an hour and when they told me they would be an hour and a half more. They then got out of traffic and spent an hour wandering around New Jersey because they didn't know what roads they could drive on with their truck. When they finally arrived at noon, I left them to pack while I raced to go make an amtrak. They took their sweet time loading the vehicle, then RETURNED TO NEW YORK to get a gas card they had forgotten, incurring another significant delay. They then took the longest possible route to Boston, arriving around 10 pm. There was nearly no communication throughout the day, except for when I was passive-aggressively texted a picture of their GPS. (Which showed me they were on the wrong road.) The dispatch agents would regularly promise to call me back, and then fail to do so; they also promised several times that a customer service agent would get in touch with me. No one ever did. As part of the move, I had been extremely clear that I would need flatrate to assemble a bed that had been previously disassembled and stored. The dispatcher promised the movers knew how to do this and would complete it. At 11 pm, the movers informed me they would not be doing it, they were leaving, and it was my problem and could I sign the contract now. When I informed them I had been promised they would do it and that I wouldn't sign the contract saying they had assembled it until they had done it, I was treated extremely rudely. I spent nearly an hour on the phone with various members of their company until they decided they would send a third-party carpenter (to assemble an IKEA bed) the next day. When I asked where I was supposed to sleep that night, I was met with stunned silence, like the thought had never occurred to them. Eventually I had to find and pay for a hotel, and they later reimbursed me for the expense. To sum up: FlatRate arrived hours late, failed to check traffic or navigate correctly, behaved unprofessionally, arrived hours late again on the other end, and failed to fulfill the terms of the contract. I would say they failed every single aspect of moving except they managed not to break anything, presumably by sheer luck. My easy move from New York to Boston became a two day long fiasco that ended with me in a hotel and FlatRate outsourcing the putting together of furniture to a third party - aka they were literally unable to complete the move. I am unbelievably disappointed with this experience. read more
15 years ago
Best move ever! This is my second time with FlatRate Moving. I have no reason to go anywhere else. Adam, Fransisco (Paco), and Frank were the most stand-up guys I could ask for in a moving crew. All three were so considerate with great attention to detail when It came to carefully packing and moving my belongings. Dejon, who set the move up for me was equally terrific. Most important, I was the least bit stressed. That's worth it's weight in gold. read more
15 years ago
I recently moved to Canada from NYC. The US side was great - they were helpful in customer services and the movers themselves were courteous, on time and pretty fast. The international side was a complete disaster. (Its separate departments within the same company). It took longer to arrive then the "maximum" time, the forms were not correct, no one kept us informed on the status of things and numerous other examples of lack of communication/coordination. The shipments are subcontracted out to --not one -- but TWO different moving companies in Canada. No one told us that we'd have to be coordinating between three different companies. I had to spend half a day in customs dealing with things through no fault of ours. We wasted a lot of time and when I went to express my grievances to flatrate, I got an "I'm sorry it sucked." but nothing else. If you're moving within the city, it seems fine (a little pricey) but if you're moving internationally, I would NOT recommend them. read more
15 years ago
Let's face it. Moving is a pain in the a***. Minimizing the hassle of moving is invaluable. The service provided by Flat Rate fits this bill. The main benefit of using them is that you get a flat rate for moving all your stuff. No funny business with movers stalling for time in order to bill more hours, no extra charges because of unanticipated extra tasks that your move requires. In my case, I needed to move my stuff from NJ to my fiancee's place. Since I had to get out of my lease, I wasn't certain of the exact day of the move. The estimator made his estimate, and we agreed that I didn't need to commit to a move until I knew the exact day of the move. By the time I had the exact day of the move down, I had most of my stuff packed. The movers showed up exactly on time. I was out of my old 1 BR place within an hour and a half. They showed up at the storage place where I was going to put some of my stuff, and went to my fiancee's place and worked with her while I finished the paperwork at the storage facility. I will go to Flat Rate again the next time I move. read more
13 years ago
I have used Flatrate twice for moving and decided to use the storage component this time around. I have nothing, but great things to say about the moving component and will use them again. However, I find scheduling an appointment to retrieve things from storage terribly inconvenient. I need to get to my winter clothes as the weather is rapidly changing. I made one appointment (2 week wait) that I ultimately had to reschedule due to work. I'm a busy professional and so getting to Newark on a weekday is an impossibility. Now, I have to wait another two weeks to get an appointment to grab 2 boxes from my unit. The price per month is affordable, but may soon be outweighed by the inconvenience. If you need access to your things in a convenient manner then, I would make sure you understand the policies regarding storage appointments. I did not realize this when I signed up for the storage unit. read more
6 years ago
Please avoid! My move took a month to arrive after being told, during the consultation and estimating, up to two weeks. The communication, during and after the move, was - and still is - abhorrent. I am STILL - 2 and a half months later - fighting for a claims department case as a multitude of items arrived damaged and broken. The company has shown they are unprofessional. Everyone I have spoken to has been far from courteous or informed. Terrible experience. Don't waste your time or money. read more
7 years ago
The movers themselves did a great job. However, a box of paintings was lost. I tried calling and emailing the email the guy over the phone gave me but never got a response. I tried calling multiple times and no help retrieving my lost things. read more
6 years ago
FlatRate is a joke... I would highly recommend using any other storage/moving company. If a mistake is made with your move - which I can guarantee will happen - it's a maddening experience getting anything resolved. No one answers their phone. No one returns phone calls. Emails go unanswered for days - or sometimes never answered at all. The customer service department is completely ineffectual. read more
6 years ago
My experience with Flat Rate was wonderful from start to finish. David Lloyd did it terrific job setting up the move and is so easy to work with. The main on site moving person, Pablo, was so easy to work with and helpful. I would definitely give him 10 stars! Really made a whole process so easy. I would recommend them to anyone. And I forgot to mention reasonable! read more
9 years ago
I do not know who's writing these positive reviews. I cannot imagine a positive experience with this company. I want to keep this short because I know the people do not read long reviews but I have so much to say. Between the rude foreman ( Jonathan) to the salesman who convinced me to save money and take the low insurance because according to him nothing ever happens, this was an awful experience. Things happened. they broke two chairs, a coffee table and a kitchen table. There was grass on my 3000 light. Items all worth well over $6000. They reimbursed me under 1/6 of that. And that was only after I threatened to write poor reviews all over the place. If you look carefully there are so many instances of broken and lost items that you do not see at another moving company. Please please please do not use this company. you'll be very sorry. read more
8 years ago
Cannot speak highly enough of Flat Rate's services and, more specifically, their rockstar / superhero sales team. Recently had the pleasure of working with Dejon Reid, VP of New York sales, and Brian Debnam, Relocation Consultant, on a long distance move from NY to AZ. Both Dejon and Brian were, from the start, exceedingly polite and attentive to the smallest detail, and completely forthcoming, communicative and transparent in everything from pricing to process to timing of delivery. We had quite a few options when choosing a moving services company but the reviews online of Flat Rate (both quantity and quality) were compelling. But, most importantly, Dejon and Brian were both so wonderful to deal with in the sales process that it seemed almost too good to be true. As someone who works in business, it's rare that you come out of a transaction feeling like you were truly taken care of (as opposed to taken advantage of). But, in this instance, Dejon and Brian were that rarity. We came across a small hiccup in the delivery process and, even though the sale had already been made, Dejon and Brian came through and worked a minor miracle to accommodate. Moving is a stressful enough process on its own, and finding movers you can trust who will actually treat you like people (and not just an anonymous dollar amount) can be even more so. Dejon and Brian were superheroes in this instance and I highly recommend Flat Rate's services to any and everyone who'll listen! read more
9 years ago
I have been using Flat Rate for 15 years and they never disappoint. I just used them again this week and this move was no exception. My movers Abdel and Mouad were as nice as can be and made my move so much less stressful. They were not only on time but they were early, they were professional and courteous. It was a pleasure to have them move my stuff. I will always use FlatRate because they really do hire the best people. Thank you! read more
8 years ago
I was extremely happy with the service I received from Flat Rate. The sales representative was very personable and helpful. The moving team was very efficient, very thorough, and very fast. I was surprised at how quickly they were able to move all the furniture out of my apartment. I would recommend them to anybody. read more
6 years ago
If I could give 0 stars I would. I have moved more than 20 times in the last 15 years and this was the least efficient, most frustrating, and most stressful move I have ever had. My move was less than 2 miles and I was charged more than I paid moving between Manhattan and Central NJ in 2018, meanwhile I had the exact same amount of stuff and less furniture to move. First off, they arrived 30 minutes early. Because I live in a high rise and was moving to another high rise, the time slots had to be reserved in each building. When they arrived, the foreperson called me to ask where they should park and where the loading dock was. This is not something that should be a question to the client. The foreperson then asked me to come downstairs to the lobby to speak with the concierge but refused to specify what needed to be asked. The foreperson then raised her voice at me because they did not bring enough Masonite and my building said it could be borrowed at a fee. I was berated by the foreperson for supposedly not saying how long the outside hallway to the elevator was, therefore they did not bring enough Masonite. I was never asked exactly how long the hallway was, and when sales called to confirm my move the day prior, I told them they needed Masonite for the entire length of the hallway. The movers and foreperson flat out refused to move certain items (6 floorlamps, several pieces of artwork, some dumbbells), all of which were included in my inventory with sales. I was never told any of these items would be an issue. At the very end of the first apartment being emptied, one of the movers asked for a water bottle or glass of water. Since everything had already been packed in the truck, I gave him a glass of water from the kitchen sink that he refused to drink because "it's from the faucet." I left to go to the new apartment 5 minutes behind the movers, so they arrived a few minutes ahead of me. Again, the foreperson called me to ask where to park and where the loading dock was. Again, not a question I've had to answer in any move I've done in the past. The foreperson told me that they would just wait until I got there, so I suggested they ask the concierge these questions because I was still a few minutes out. While the movers were unloading the truck into the new apartment, the foreperson again raised their voice at me saying that they needed to leave. I asked what she meant and told her to just charge me for extra time if needed. She told me that I was only allotted 3.5 hours, which was news to me because I had specified I needed 5-6 hours based on how long this has taken in the past. The foreperson told me that whether they were finished or not, they had to leave because they had 3 others moves that afternoon. At the end I was charged 46% more than quoted and more than I have paid for moves across state lines. After opening boxes, I have so many broken items, that I am in disbelief. Like I said, I've moved more than 20 times in 15 years, so clearly I know how to pack. All in all, I would recommend staying away from this place. In hindsight, I would've rather paid more upfront to a better, more competent moving company, rather than all the stress and surprise bill at the end. read more
9 years ago
I had a great experience with the packers and the movers from Flat Rate Movers. The three ladies from the packing team were really pleasant and completed their job efficiently. Elvis, Steven, Ramon and Randy, the movers, were amazingly thorough, careful and efficient. They dismantled lots of complicated furniture, wrapped it in blankets and plastic and loaded a 1000 cu.ft. truck to the limit. All the while they were polite and respectful and truly a pleasure to deal with. No move is without stress but this one was as stressless as possible. I should also mention that Lewis, the salesman I dealt with, was informative and easy to work with. Altogether a positive experience. read more
15 years ago
Again, don't use for an international move. My previous review disappeared, but I had some customer service problems, wasn't properly explained when my items would be delivered to me in Asia, and now worst of all apparently my things were stored in extremely high heat. Nothing better than candles completely melting all over your clothing. I also have a bunch of wood items and furniture with pieces missing, and of course filling out the insurance paperwork is a nightmare and we hold little hope of actually getting some repayment for all the repair work we'll need. The moving crew that Flatrate uses in Asia, Vanpac, is wonderful. I'll give them that. read more
13 years ago
Be very suspicious when considering Flatrate for your move in the NYC market. Strong on the sales pitch -- horrible on customer service and delivery. I just used Flatrate to move my storage from Miami to NYC. The pick-up in Miami went as planned but the NYC delivery was terrible and more work for me then for them. The truck showed up hours late (even though I was the first delivery of the day), they were rude and unhelpful and then a buddy and me ended up doing all the off-loading of the truck and loading up of the dollies while the driver talked on the phone and looked for an electrical socket so he could power up his phone and GPS. After doing all of the work (nearly breaking our backs), I asked to borrow four pads that were wrapped around a piece of furniture that I wanted to take to my apt a block away as it had started drizzling. The driver told me it would cost me $90 for the use of four pads. Meanwhile, I was left to unwrap the furniture while the driver sat in the truck. I had to go over to him to tell him to take his pads away (which were so important to him just minutes ago). I would have done the move myself if I knew I was going to do all the work! As if all that wasn't enough, when I tried to speak with a customer service person in the NYC office (someone named Brooke Jones) she refused to even take my call as the job originated in Miami - even though the problem was with the NYC delivery crew. Now that's customer service!!!! Think twice about using Flatrate in NYC unless you want to get stuck doing most of the move yourself. There are some major inconsistencies in this company and, it seems, that customer service really doesn't want to hear about it once they have collected your payment. I've never heard back from anyone at Flat rate though I did call the Miami office after the NYC office refused my call. read more
13 years ago
I've been unlucky enough to move four times in five years. But lucky enough to have used FlatRate all four times. And I've successfully overseen the moves of my clients through FlatRate. They've always been right on time, dependable, highly professional and very true to their estimates. I have no idea where the other negative views could be coming from. I've used plenty of other moving companies and have had plenty to complain about, but none whatsoever about FlatRate. Go ahead and shop around, but I am very satisfied with this mover in a land of horror stories. read more
12 years ago
My wife and I hired Flat Rate for our move and we couldn't be any happier! Moving is a difficult ordeal but Vladimir (the foreman assigned to us) and his crew made our lives that much easier. They were professional, courteous and efficient. And there was no little detail they were not prepared for. We'll be moving again soon and there is no doubt that we will hire Flat Rate again! read more
12 years ago
These guys are not professionals. Broke multiple pieces of furniture during the move. To be fair, they did pay for one piece (a mere $90) and repaired another. Contacting them through the claims process was a chore. They don't call back when promised, and the owner only contacted us after seeing these reviews online. While this issue is settled, people should know that: 1 - CHECK EVERYTHING AFTER YOUR MOVE. One of the movers taped portions of a lamp because the fixture was loose and to "protect it." After fully removing the tape today to replace the light bulb, we found that the top portion was completely cracked. I'm pretty sure they taped over this to cover it up and said nothing. 2 - You have to keep hounding this company to do their job - DO NOT assume things will simply fall in place. We blocked off a Saturday to await delivery of a repaired vanity table. For reasons unexplained, FlatRate felt the need to drop off only the drawers in the lobby of our building without the table itself. No call, no explanation - only a wasted Saturday afternoon. Only after screaming at them did they deliver the table itself three days later. This is the kind of service we received from FlatRate. The experience was nothing but terrible (repeatedly through the entire protracted process) and wasted significant amounts of our time. read more
11 years ago
MOVING COMPANY FROM HELL! Stay away from this company! They're not even worth one star! What would have been a simple move turned out to be a nightmare! 1. Movers destroyed my 52" Samsung Plasma TV (broke the screen) even with blankets and padding!!! Their claims department is A JOKE!!! They decided to pay me with a simple, "we're sorry and here's $100." WHAT?! That doesn't even cover the repair fee if I had it fixed! 2. Decided to buy boxes from them before the move. I bought the "additional room package" (only worth $39.95), but dispatch charged and sent me the Studio Package worth $139 and charged me on two credit cards (dispatch said the first card didn't go through so I gave them another card only to find out that both charges went through!). So now I get to pay them $278 for boxes alone which I didn't even use half of, on top of the $800 moving charge and $120 tip for the movers! STAY AWAY PEOPLE!!! Consider this a warning! read more
11 years ago
Good service. They showed up on time and were swift about their business. Thanks to their flat rate and pre move process, you already know what to expect and what you're paying in advance. As far as fees go, they are pretty reasonable. There was a problem with communication between the movers and their office not informing them about the location of the elevator which led to some complains mid service. read more
11 years ago
I used them (well still waiting for a few items) for a long distance move between NY and Chicago and to say the customer service is bad, would mean I was acknowledging there is any customer service at all. If the actual movers weren't above average, I would have given 1 star. I imagine they could be good for a local move as the moving crews in NY and Chicago (all sub-contractors it seems) were pretty decent. But they sold me on customer service, and the service during the process and it has just been horrible. 1) I was told someone would follow up with me a few days before the crew came to pack me up in NYC, this did not happen (I had to pester my sales rep to get any updates). 2) After my stuff was picked up in NYC I was told I would get some documentation sent to me regarding what was picked up, possible delivery times, etc - this did not happen. 3) When someone finally called me to tell me that my stuff would be arriving in Chicago between 9am and 2 pm, I asked if the drivers would give me an update on their ETA that day since I was staying 45 mins from my new (empty home). The dispatcher assured me that they require drivers to give at least 60 mins notice - yet that day I did not get a call until the truck had arrived at my driveway and the driver said nobody told him to give advance notice. 4) Our granite table top did not make the trip for some reason - but it was the driver of the truck that told me this, at delivery, not customer service - and I have still not been contacted by customer service about this with any update on when it will get here. With the technology they used to scan every item, the fact that they don't provide updates is excusable. 5) Will be putting in claims for a damaged bicycle and broken lamp - hope the $500 we paid for insurance is worth it. read more
8 years ago
I have now completed 3 moves with Flat rate, probably two moves too many. My first move went exceptionally well but the second move did not. I gave them the benefit of the doubt on the second move since the first move went so well. However after the last move I now think the first good move was an anomaly. I contracted for a long distance move from Flatrate storage NJ to DE. Just as in the second move the movers were late. I was advised that the delay was due to a driver who called in sick with a hangover from July 4th. I move itself went relatively smooth however the pre move logistics were a nightmare. My move plan had the wrong address and I had to correct. Dejon was not responsive and followed up with me regarding additional insurance the day after my move took place. I was promised a credit on the balance of the storage that I did not use but Manny and Dejon disappeared and did not respond. Luckily I insisted on getting the credit included in the contract. I will now have to file a complaint to get my money back. I would never recommend this moving company. UPDATE: I received the credit after this review posted. read more
8 years ago
DO NOT DO BUSINESS WITH THEM. Their movers damaged my house and my goods, did not unpack as per contract and threatened me to close the contract. When I reached out to the office after the movers were gone to get reimbursed for the unpacking that had not been done they agreed to reimburse me but never did. This company is unprofessional and their movers are thieves. read more
10 years ago
On Saturday October 15, 2016 I was scheduled to have the contents of my apartment moved to a storage facility. The was move scheduled to start between 9 am and 10 am but the moving crew didn't arrive until 1030 am. When the crew entered my apartment they immediately notified me that 5 items were large than listed on the manifest. I protested because when I booked my move, with Dimitri, I told him that each item that was going to up charged should be listed at a bigger size but he assured me that the sizes he insisted upon were appropriate. When I was about to call and complain the crew foreman pulled me to the side and said, "Don't worry about calling. If you take care of us we will take care of you." I respectfully declined and placed a phone call to Flate Rate. I was transferred to the dispatch manager. I notified him of my issue and that the foreman tried to extort more money from me. He told me that "sometimes that happens" and that I would not be charged extra. On Wednsday October 19, 2016 I returned to my apartment to clean and I found that the crew had left my microwave. Prior to leaving the crew to move my property I took them through the apartment and showed them the things that need to be moved; the microwave was one of them. When they had emptied the truck on Saturday I asked the foreman 4 times if they had brought the microwave and he said yes. He even took me to where he put the the microwave, behind a my t.v. in the storage. However, the box he pointed me to was the box they put the printer that I told them to leave in. I called Flate Rate and notified them that my microwave had been left. The dispatch manager told me that he would forward my concerns to customer service. When I asked him for the direct number for customer service he told me there wasn't one. I called back and was forwarded to Dimitri and he put me in touch with customer service. When I was connected to customer service I spoke with Taneil. Taneil said she would see about having a portion of my move refunded and gave me her extension number (113). That fact that she provided me with an extension number is proof that the dispatch manager is a liar. I will never use this company again. read more
6 years ago
DO NOT USE THIS COMPANY! I have encountered bad service at every level and blatant lies -- customer service being the absolute worst. We used FlatRate for an office move and they left one of our suitcases at the loading dock of our office building. (we are a clothing company and the suitcase was full of clothing samples that we needed for an important meeting). When I brought it to the attention of the foreman the next day (they held our items overnight as part of our agreement), he said he would go back and pick it up and have it delivered for us. ABSOLUTE LIES! I called and called and he kept saying it was being taken care of. Our salesperson said he was escalating it to Management (whatever that means) Customer service was RUDE and basically blamed us for allowing them to take the suitcase to begin with. Their excuse was that since it wasn't on the inventory list then it wasn't their responsibility. Number 1 if he was not allowed to move it if it was not on the "list" (which was incorrect to begin with), then he should not have agreed to take it. Number 2 when he was told of his error in leaving it on the old building's dock (needless to say, it could have been stolen), he said it would be retrieved and delivered which we now know was an outright lie! So why do your movers say you're going to move something if you're not allowed to? By accepting the item, you are claiming responsibility for it. They sent me some poorly written email saying they were sorry and couldn't do anything about it. No offer of a discount or anything. I will be disputing their charges with my credit card company and telling everyone i know never to use this company read more
6 years ago
This move by flat rate was nothing less than an absolute nightmare. the initial price that they gave us was not honored. when they thought that there was more than they had estimated during the move, they asked for additional funds or they wouldn't complete the move. Our furniture was then stored for several months and upon delivery multiple items of furniture porcelain figurines lamps and lampshades and other items were completely destroyed. When a claim was filed they did not give us the valuation that we had taken out for insurance and gave us roughly 1/20th of the total value. Calls to discuss were not answered, nor were our calls returned. We are reporting them to the Better BusIness Bureau, the Consumer Protection Agency, the Department of transportation, and we will see them in court. read more
8 years ago
I highly recommend FlateRate Moving. The entire experience was EXCELLENT! They know what customer service is all about & the Team that actually handles your project are professional, courteous & actually enjoy doing there job so well. The support team is in constant contact with you to make sure all is going well & problem free. I'm already retaining them for another office move coming up. read more
9 years ago
LIARS!!! They will come to your house, look at your items, quote you a price THEN on your moving day, load three-quarters of your items and say it will cost more than quoted to finish the job. And they will talk at you like it's your fault. And call you "rude" when you complain. Save yourself the headache, hire someone else. read more
6 years ago
I used flat rate movers yesterday to move 3 blocks. I was charged $1700 including the packing. It was an awful experience. Kitchen items, pictures, mirrors, vacuum cleaner, luggages and hamper were not moved because they did not have enough boxes. They offered to send boxes within the hour for an extra charge $900. Now i need to hire another insured mover to finish the move. The flat rate quote is a myth. Be careful specially if you are a senior. I read more
6 years ago
I have waited longer than most would before writing this review, but after repeated failed attempts to get in contact with Flat Rate I am left with no other choice, in addition to proceeding with legal action. My husband and I recently moved from NY to LA and used Flat Rate. Upon arrival, the majority of our boxes looked as though they has gone through a earthquake, storm, and multiple trucks. Multiple items were broken, missing, all hardware missing for furniture reassembly and completely irreparable items. In total, there was over $7,000.00 in damaged/broken items. I took tons of photos and filed the claim paperwork promptly. They promised a response in 7-10 business days and it has now been 3 weeks. ADDITIONALLY, the day I filed our claim (which was a month after our move) they charged my credit card a charge for $500.00. It took multiple attempts trying to get a hold of them to understand the charge and after 7 failed attempts they finally called back. They said it was an error and I was accidentally charged for storage which makes zero sense because I never had storage with them. They didn't explain why they still had my payment information in the system or how this fraudulent charge could have occurred. Big red flag! This week I was promised by management and the CEO that I would have a resolution to the claim by Tuesday morning. Tuesday came and went and no resolution. After threatening legal action they followed up and said I would have it Weds. Weds, came and went and they gave me the same excuse, Thursday. Well here we are now on Thursday and I emailed them one final time saying that the next contact will be from by attorney and guess what happened? Now they are saying I will have it tomorrow morning (which I doubt). They are a bunch of crooks and liars. Stay far, far away from Flat Rate. Now I am forced to go after them legally and file a formal complaint with the Better Business Bureau. Not only have I lost over $12,000 to them (including the damages and the move cost itself) but now I have to waste even more time on them to try and resolve the situation. Photos to come... read more
9 years ago
Aside from the fact that Flatrate delivered my furniture passed the delivery window given to me, some of my things were missing and/or broken. When I received my furniture I noticed that two of my boxes that were labeled "electronics and mix" were opened and retaped. I did not give too much attention to this because I was paying a lot of money for the delivery and I did not think that Flatrate employees would go into my boxes. The boxes clearly had a cut through the tape along the seem and then were re-taped the opposite way. At first I thought maybe the box opened and it was secured but then as I started to assemble my home office I could not find my external hard drive with all of my documents and sensitive government materials. I did find on the other hand, the bubble wrap that I used to secure it.. Before jumping to any conclusions I waited to look through the whole box. My Beats headphone case was also left behind in the box without any headphones or the accessories that come with it (cables and cleaning wipes).. At this point I realized that my things have been stolen. In another box I had a plastic bag full of wire accessories and small electronics. This bag was ripped open and my Sony camera and google chromecast device were taken. In another box labeled Fragile a custom Alaskan flower vase was broken along with a dinner plate. If you want your things stolen and broken hire Flatrate Moving. read more
4 years ago
Hired to move us from a two-bedroom in the Upper East Side of NYC to the same size apartment in the Upper West Side, a job that we were assured would be done in one day, instead took this company THREE days to complete. Nothing out of the ordinary: it was a sunny day, elevator access in both buildings typical for an NYC apartment building, and the company handled most of the packing (so they got a view of our belongings BEFORE moving day). I was assured on day 1 that all would be completed on that day, but of course it wasn't, and then because elevator access must be scheduled and we were only able to get access in our new place for the afternoon, they needed a THIRD day to get everything into our apartment. Getting compensation for the gigantic inconvenience was painful and incomplete, and, even when the company said they would provide some compensation and send a check within two weeks, it still has not arrived more than a month later after being informed it would be sent. AVOID this company. read more
8 years ago
To start the delivery staff on pick up and dropped was good the down size is that the table draws was broken ,missing a box called twice no one called back the claim department sent me an email stating that they will settle with me for $300,I can't even fixed the draw with that amount and for me to forget about the missing box with all my belongings.i resend the email back as of today no answer Stay away from this company read more
8 years ago
Extremely rude and was definitely trying to overcharge me over the phone. Most unprofessional Service from a company I've ever seen. Felt like i was talking to the MOB when he said "hey listen!!! any Move to Miami from NYC you"re lookin at $4000 and Up!" right before I mentioned I got a quote from OZ and Moishe's Moving for less than $3000. Wish i got his name before i hung up on him! This place is a rip off!!! Way Better off choosing OZ or Moishe's or any other moving comapany at all!!! read more
8 years ago
Ernesto id#9241 Best moving company and will for sure use again. They packed up everything and more! Super helpful with the information of my move and where my items will be going / handled throughout. All my belongings were wrapped very carefully and with precision - I even left and got lunch whilst they were working. Looking forward to having my stuff is LA with me and will follow up with with a review on the other end. read more
9 years ago
Used flat rate based upon a recommendation from a friend and was very pleased. Not the most inexpensive movers you can find but I really believe you get what you pay for with movers. I had two guys show up for my small move and couldn't have been more happy with them. Omar & Luis were as good as it gets. Showed up right on time and were really nice and wasted no time which I appreciated. They protected all my furniture and were very careful with everything I had to move. Moving is stressful enough as is and using flat rate made everything feel much easier and hassle free. I would strongly recommend choosing them for your move. read more
5 years ago
Run away from FlatRate!!! Hire them at the peril of your possessions and belongings. We hired them for a coast-to-coast move. Full service. They packed and moved everything. Unfortunately, upon delivery nearly every single item was damaged or destroyed -- the entire contents of our home. Packing, no less professional packing, was non-existent. Breakable objects were simply placed in a cardboard box with no cushioning and along with various other unprotected items. Flatscreen TVs and computer monitors had paper draped over them as protection, gouging and irreparably damaging the screens. Boxes arrived completely crushed. So many of our possessions were simply destroyed, including furniture. Furniture legs broken off, finish gouged, corners broken, or tape that was applied directly to wood finish destroyed item when they removed the tape. Some of our items even apparently fell off the truck. It looked as if someone simply threw our things into the back of a dump truck and drove them to the East Coast. When they brought the items to our new home, they inflicted further damage, in one case hammering against the bare wood of our child's bunkbed in order to reassemble it, and in the process destroying it. They gouged walls, broke drywall, scratched hardwood floors, and soiled carpets. The cost of the damage they created far exceeded the tens of thousands of dollars they were paid for the move. I thought as an established company, they would be professional and know what is required. Unfortunately, they are worse than incompetent: They will destroy everything you own. If you hire them, it will likely be the largest loss of personal property you will ever experience. 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?
2,044 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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