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

I have used Flat Rate 3 times and every time, every service person involved has been fabulous - professional, friendly, responsible, accommodating - all eager to make my move a positive experience in any way they could. This last move was from a large storage unit in New Jersey to California. Every aspect of the move went smoothly. I kept changing my dates and what I would move, getting different estimates - but Bernard Smith in NY was undeterred in his flexible, good humor to support me through my process. The loading men in NJ did extra packing around my furniture to insure all would remain intact across the country. The men unloading at 2 locations in CA went beyond what was necessary to accommodate me. Friendly, eager-to-please people called during the process to keep me abreast of what was happening where with my belongings. All of the people with whom I dealt seemed to be happy in their jobs!! I cannot recommend Flat Rate more strongly. I would use them again, although I hope this has been my last move!

Move size: 1 Bedroom Home Service cost: $8500

If you are looking to spend a big lump of money for some people to come to your home and begrudgingly thrash your furniture around and recklessly move your fragile items, this is the company for you!

I never ever write reviews but was recommended by a close friend to go with FlatRate and have been so disappointed that I felt obligated to warn people.

Everything went well until they had my money. The communication in getting the quote was comprehensive and quick... unfortunately the professionalism and quality of service did not live up to expectations (or cost) on the day it mattered. Movers were indolent, tense and made claims that went against FlatRate guarantees of service.

Movers damaged 80% of our inventory. They broke a bed frame, bookshelf and stripped the screws on our reassembled furniture.

They offered to have a carpenter fix our damaged goods and we refused, as we didn't want to give them another opportunity to disappoint us. We have yet to hear back from them. Instead of rectifying the situation and doing right by the customer, they opted for radio silence.

Move size: 3 Bedroom Home Service cost: $2500

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

I have moved way too many times in and around the boroughs of NYC, and have used FlatRate for most of my moves. They may not be the cheapest, but they are the most reliable, professional, and conscientious moving company I've dealt with. Other companies have gone way over their allotted time to milk the clock to charge me significantly more than quoted - that was what first drove me to contact FlatRate. Another time, the movers themselves verbally berated me for having too much stuff. I have a few more examples like those, but suffice it to say, I don't get the runaround, belittling, or unexpected overcharges for moves with FlatRate. I also tip my movers 20% because they work their asses off, (especially if their crew is fantastic as some crews are not as good as others) as these pre-war apartments have small hallways, elevators and odd doorway shapes to squeeze furniture in. My furniture has no damage and I have no broken items. (I do all my own packing and rent plastic bins.) I highly recommend FlatRate.

Move size: 1 Bedroom Home Service cost: $2500

Best moving experience one could have.

They packed me up- were so efficient and fastidious- they were way ahead of schedule- and then unpacked me in the same manner. Moving is so stressful- they took all the stress away from me and were so professional and thorough. There were a few scratches- but they were noted and recorded and a carpenter arrived the next day and repaired- I was blown away by all of this. Even friends and family commented they have never seen a move like this. Highly!!!!!! Recommend!!!!!

Move size: 3 Bedroom Home Service cost: $5000

Never write reviews but FlatRate compelled me to. Move out was okay, movers showed up over 3 hours late with Dispatch being evasive or not answering the phone while I was waiting. Sales team was responsive and helpful, working with me to get a good storage deal. Move in was an absolute mess and why you should consider very carefully if you want to use this company. I showed up to my new apartment and the first thing the movers told me was that they don't have the right mattress. The foreman knew his stuff and could tell immediately storage had lost my mattress. They had the audacity to show up with a beat up Queen when I had a full. The rest of the day was spent figuring out where my mattress was with dispatch trying to find similar mattresses. It became clear they never packed my mattress into the same storage unit and had also lost my bed slats. I understand mistakes happen and having worked in moving when I was younger, I knew the difficulties of the job. However, the customer service teams callousness and disregard for my experience was honestly incredible considering the inevitable lost product cases. After confirming they had lost the mattress, I requested reimbursement for the 9+ months of storage for the mattress and move in costs for it. All they could manage is a "request denied". I didn't even bother mentioning the damage to multiple other objects including my drawers, they were so unhelpful it would have been a waste of time.

Long story short, if you're moving in the city I recommend other companies. It's not worth the headache and inevitable financial damage.

Move size: 1 Bedroom Home Service cost: $1500

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

My estimator Daniel Mayer was very thorough and professional. He was not thrown by changes that needed to happen as we went through the process. He also understood that my items were valuable and delicate and needed special attention during the moving process.

The moving team assigned to my move( 6 men) were professional and took care to be gentle with some of my delicate items. Some furniture had to be disassembled and assembled and they did so thoroughly and patiently. A special shout out to Tyrone, Alpha, and Emir.

Move size: 3 Bedroom Home Service cost: $12000

There are so many moving companies in New York, that It was difficult to make a choice. Flat Rate immediately sent me someone to make the quote,andhe immediately understood our (complicated) needs. From day one Matt was reliable, efficient, proactive, so easy to reach out. On Monday, perfectly on time, with all everything they could need, the movers came. Great great team, a pleasure to work with, incredibly fast and super nice.

When they arrived to my daughters new home (with stairs), they did the job perfectly.

I am very happy for choosing Flat Rate. Frankly no need to have multiple quotes. For me the first one was the right one!

Matt and his team really worked perfectly. Thank, to them!

Move size: 1 Bedroom Home Service cost: $1800

We are repeat customers and for good reason. Moving is notably a stressful experience, but Flat Rate makes any and all stress disappear. They are incredibly easy to book with and flexible with their cancellation or date adjustment policy. Day of the app allows you to easily track your truck so you're not stuck waiting around for a four hour window. The movers are professional and friendly. This move in particular was from a storage unit to a basement and it was a tight squeeze to fit all of the items. The movers had no problem stacking and storing everything efficiently and quickly. There is nothing they could have done better. We would recommend Flat Rate to any and everyone!

Move size: Office Move Service cost: $1100

I had furniture in storage with Flatrate from 2018 to 2022. They handled the moves professionally and with care. But billing & storage were handled dismally. Within months of the move, they informed me they were no longer bound by our contract and had sold that warehouse to another company. It took me months of emails and expensive calls from India, and the intercession of one sympathetic senior person at Flatrate, to sort this out in my favour. Very troubling experience altogether.

Move size: 2 Bedroom Home Service cost: $12000

Flatrate Move’s salesmen offer a very convincing pitch, but my experience with them did not live up to their promises at all. I paid $2200 to move a total of 42 items, including boxes and furniture, from NYC to Athens GA. This price supposedly included the cost for a shuttle, so that we wouldn’t have an 18-wheeler trying to drive through our small streets. However, when the movers arrived, they were in fact in the 18-wheeler so I don’t know what the point of paying for a shuttle was. Additionally, we were told that the movers would arrive between 2-5pm. They arrived at half past midnight. Worst of all, 4 of my items could not be located in the van, including a large armchair, an ottoman footstool, a box of valuable books and a large box containing framed art. These items total at least $1000 in losses for me. It has been a week since the move, and although the company dispatchers have made vague promises to look for my belongings, I have yet to hear the results of any other efforts being actually made to locate my missing possessions. And this, despite the salespitch including a barcode system supposedly designed to prevent the misplacement or misdirection of items being shipped. Given the magnitude of my lost items, both in terms of physical size and value, and the cavalier attitude of management, I can only firmly recommend AGAINST using Flatrate Move.

Move size: Studio Service cost: $2200

They were unable to complete a move-out/move-in within 2 days of a 2-bedroom apt. Left items partially and fully unassembled. Left 40-plus boxes packed in spite of their contratual obligation to unpack and remove packing materials. Were aggressive,relentless and intimidating about tips in spite of our generous tipping. Did not provide a piano mover as contracted. Left us with packed boxes and unassembled pieces for 8 days before returning to complete the job. Broke picture frames. Left artwork in truck trash till we demanded they find it. Refused compensation of more than a "courtesy credit." There is no courtesy at FlatRate. Gang of thugs.

Move size: 2 Bedroom Home Service cost: $4400