FlatRate Moving

TRULY horrible customer service. I moved in October 2020. I purchased insurance for my belongings. The majority of the items packed by FlatRate were broken. I filed a claim, and the claim was approved. Since then, I have never received payment for this claim. I have emailed nearly 20 times and have never gotten a response. I have left or 10 messages, and I have never been called back. I have literally begged them to help, and now I am here leaving a review, reporting them to the BBB, Consumer Affairs, and honestly, anywhere else to help customers know what might happen should they use their services.

DO NOT RISK YOUR INVESTMENT AND BELONGINGS.

NO ONE AT THIS COMPANY CARES ABOUT YOU, YOUR BELONGINGS, OR YOUR INVESTMENT.

People who have refused to provide a response for over TWO MONTHS:

- Cassandra Pandi

- Emily Kean

Move size: 1 Bedroom Home Service cost: $4000

We were delighted with our FlatRate experience. The sales rep Douglas was extremely friendly and went out of his way to get us the best price. We had to cancel and rebook while awaiting board approval, and when it came 12 hours after we had cancelled, Douglass was able tosqueezeus backin at the same price! Ralfi and his moving crew showed up on time, we funny and friendly, and completed our entire move in less than 4.5 hours without breaking or losing a single thing.

Move size: 2 Bedroom Home Service cost: $1300

They are very professional....They will work with you to get the best rate for your move depending on the amount of items to be moved. The movers give as much assistance to you and ALWAYS willing to answer your questions and give advice. I loved working with the team and my coordinator...he promised that they will take care of my family's possessions and make this move stress-free, it was !!!!! They were well organized, quick and very efficient...We will definitely use Flatrate again and recommend their services to friends and family.

Move size: 1 Bedroom Home Service cost: $1000

We used Flatrate for our move last week. The process was fairly simple to sign up. Our sales rep was available for multiple discussions we had and did his best to answer all of the questions. The day of the move our movers were early. They completed the inventory and started packing. We used flatrate for packing and moving. We were moving from a 3rd floor walk-up in NYC to a townhouse in Jersey. We had a lot of boxes once they finished packing and they helped us take our old furniture to the curb. This made a huge difference. Once they got to our new location they put all of the items in our various rooms. We didn't have any damage to either location and they literally kept us organized during the move. I would recommend using Flaterate.

Move size: 1 Bedroom Home Service cost: $2200

We hired Flatrate to move us within Westchester. The only smooth part of the process was the virtual walkthrough price assessment. After that, everything went downhill. Communication has been absolutely horrendous with no followup on questions or complaints.

Primary screw-up was that flatrate forgot to send packers the day before our move. We paid for the company to pack us up. Initially, we had asked if it would be possible to move and pack on the same day, but were told it was not possible because there was too much stuff. Understandable. So, I had to cancel all of my scheduled appointments at work and take the day off. Then, nobody showed up on packing day!! They messed it up and by the time we discovered this, they didn't have a crew to send. So, they ended up packing us on the morning of the move, which as they had initially predicted, was too hectic for one day.

On the day of the move, they underestimated how much stuff would fit in the truck so they ended up having to make 2 trips with their truck so they didn't finish until around 10PM. The actual moving guys were very hardworking and for the most part did a great job. Some of the packing was subpar but generally things arrived without much damage. There were a few items that did get damaged though, including a brand new home theater speaker and a baby crib. There have been multiple attempts to get this resolved including reaching out to customer service, submitting the necessary forms and receipts, phone calls, etc. It has been over 2 months since our move and nobody has ever responded. I was hoping they would get back to us without me resorting to leaving a public review, but even after I sent feedback through their website and requested to be contacted, STILL nobody has reached out to us. Nobody called to follow up on the damaged items and nobody even reached out to apologize for the huge screwup of forgetting to send a packing team the day before the move.

I understand that every moving company can have their good days and bad days, but it has been over 2 months now since our move and the absolute lack of communication is unacceptable. They got their money so now it's complete radio silence! It is amazing to me that such unprofessionalism still exists. If you need to move, go with another company.

Move size: 2 Bedroom Home Service cost: $3650