FlatRate Moving

I’ve moved twice in the past two years, and used flat rate both times. I’m beyond happy with them, enough to take the time to write a review..the price they quote you is the price you pay. The agent who helped me set up my move was not only attentive and pleasant, but every time I emailed him a question or adjustment, I heard back within the hour. That’s insane. The movers are beasts. They work hard, quickly and carefully. Both crews both moves were excellent, polite and trustworthy. Honestly, use these guys - even if your quote is a little higher than other companies, the transparency and simplicity these guys bring the table is best in class.

Move size: 2 Bedroom Home Service cost: $1600

I had used FlatRate in the past with good results..but I guess that's because nothing broke. This last move, they broke a $3000 dining table. I submitted a claim as instructed, waited 21 business days (the form says it takes between 14 and 21) with no word. I contacted them and was told they were waiting for something from operations. Later that day I received a new email asking me to submit the claim. I spoke to someone, very nice, who said I didn't have to resubmit the claim and would hear back the next day. It's now 26 business days and still no answer. Will update as we go along, in the meantime, I would suggest looking at other moving options.

Move size: 1 Bedroom Home Service cost: $2000

My move from CT to NJ came up super quickly, and I was recommended FlatRate by my friend who had used them before. I submitted an inquiry online, and in less than an hour, was contacted! Adam was so easy to work with, and answered my many questions. When moving day came, I had a team of 3 great guys arrive to pack and move me. Reggie, Terrell and Bojan were excellent. They were punctual, professional, and quick! They really made a stressful day much better. Thanks guys for keeping me smiling, and for getting my stuff to my new home in PERFECT condition!

Move size: 1 Bedroom Home Service cost: $2375

When we arrived at my new apartment, we found that the floors were not ready and I would not be able t movie into my unit for several hours. The movers waited patiently for 4 hours as I tried to get access to my unit, and eventually moved my things into storage space that I secured. Then, they offered to come back the next day (the 4th of July) to help me move my things into my unit. This ended up not being necessary, but I greatly appreciated their professionalism and patience. At the end of the day, moving ended up being the least stressful part of this experience.

Move size: 1 Bedroom Home Service cost: $975

Every once in a while you find unreliable service companies, but Flatrate probably wins the price in terms of incompetence and negligence. I contracted an all inclusive moving service (including dissembling and reassembling a sofa and a bed frame) to move a 1bdr apartment from the Upper West to Long Island City on August 28, 2019. Well, I will tell you something, my sofa never arrived to my new apartment!! Someone from the carpentry team broke my sofa (while trying to dissemble it) and decided that the sofa could no longer be of any use (and took advantage of the fact that we were already travelling with another Flatrate team to our new apartment) and unilaterally took the decision to dispatch it as garbage it at an unknown location. After 3 hours of having no news of the carpentry team, they finally showed up with our frame bed (which by the way was severally scratched and damaged) and this person had the nerve of telling us he decided to ditch our (which he broke) sofa somewhere unknown. Unfortunately, that is not even the worst part of dealing with Flatrate. Their sales team seems nice (at least on the surface..), but their claim team is the most unhelpful, incompetent and negligent team you can imagine. We submitted a claim form the first week of September and we still have not get an answer on our claim. They do not answer our emails or phone calls, and neither the sales team has helped at all. I sincerely hope you do not commit the same mistake I did when deciding to hire Flatrate. The experience was and continues to be a nightmare.

Move size: 1 Bedroom Home Service cost: $1500

To begin, Larry P. comes to give us an estimate by evaluating the items to be packed and moved into storage and then back home. We get 2 estimates from him (into & out of storage) and are quoted a FLATRATE price, to include full insurance coverage. The moving day arrives, as does the team and 3/4's of the way through were notified that Larry P. missed several items, so there would be a price adjustment, increaser. At this point I am thinking bait & switch, but we gotta go, so we proceed.
Our items get moved into storage for 2 weeks and thinking, this was not a bad experience. Then I am reviewing my American Express Bill and see that both moves were charged out at one time. I call and speak with Larry's boss, George. George apologizes, speaks to a woman near him and asks her to credit the account $ x amount, never happened. And then they charged us again for the move out of storage.
We move back in and notice that there are 3 individual items damaged or broken during the move, and here I think, this is annoying and we have full coverage. Then 2-3 weeks later I notice that there is another brand new piece of custom made furniture that is damaged in 3 places. Due to the fact that it is a lacquered custom table, I do not not know if it's salvageable or needs to be remade. Again, I think to myself, this is annoying and we have full coverage. Whew what a relief, it was worth the investment.
We submit the 2 claim forms and all the pics, not once, once twice..but at least 7 times. The geniuses in Claims, never thought to scroll down a bit and find the pictures. They kept telling me the e-mails did not contain any pictures. The Claims manager, Talisha does not return phone calls nor e-mails. So the Sales manager put me in touch with Customer Service, Bernadette. She started off very communicative and feel off the face of the earth, when the billing situation came up. Then I get a form letter stating that we are covered for .60 cents a pound. Needless to say I am a bit puzzled. So I go back to my e-mails and forward the e-mails indicating what level of coverage we wanted,( how else would I know the cost of full coverage).
I was told by Bernadette last week that the VP of FlatRate would be back from vacation on Monday, 10/28/2019. I called him this morning at approximately 10-10:15. Only to be told he was out of the office and she did not know when he'd be in. I asked for George and he was not available; Bernadette was also not available and I did not bother asking for Talisha. I called back about 10 minutes later to see if George was available, but he magically went into a meeting.
So when I returned home this afternoon I called American Express and disputed all charges associated with this move. The agent at AMX asked me if I had been in contact with FlatRate and I told her a very, very, very abbreviated version of the above, names only were given.
I will never use them again and only recommend them as a how not to run a business model.

Move size: 2 Bedroom Home Service cost: $5500