Complaints

This profile includes complaints for FlatRate Moving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

FlatRate Moving has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FlatRate Moving

  27 Bruckner Blvd Bronx, NY 10454-4487

  
• 

  FlatRate Moving

  99 Evergreen Ave Newark, NJ 07114-1124

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ******************************************* in June 2019 to move and store my furniture. I recently (July 2022) went to pick up all of my items from the storage facility and found it to be negligent, dirty and a fraud. It failed every standard that was advertised on the website ***********************************************) and was sold to me by a Flatrate representative when I signed up. For instance, I paid monthly payments of $198 to have a private temperature controlled room with 24/7 security monitoring, a padlock, and clean premises in *************. I received none of these things. Instead, the unit was in ********** (not ***), it was unlocked, completely open air with no coverage, filled with dust and debris and about 95degrees when I picked my items up. Also, across from the facility was an industrial waste site so everything in the warehouse was covered with dust, debris and dirt (including other peoples stuff). Items too were uncovered/unboxed and artwork was spewn throughout the warehouse (also uncovered). They were not in crates or in safely stored spaces that people were paying for. So the website advertising and sales reps are defrauding customers. I have also reached out to customer service, claims and the facility manager no fewer than 10+ time via phone call, voicemail and email. No one has responded in over 30 days.I am therefore requesting a full refund for the *************************** storage for a total of $5,250 (25*198 + 300 in extra travel and moving costs associated with having to pick up my things in ** not ***, as promised). While believing it was in a safe, well maintained location, I paid for something I never received. There are more pictures and videos than what's attached if needed.

  

  Business Response

  Date: 09/01/2022

  We have looked into your complaints. We see that our ***************** sent you the forms for any damaged or missing items on August 17th. They do not appear to have received your completed form yet - once they have that, they can start the claims settlement process.

  Customer Service reported speaking with you regarding this matter on August 12th. 

  Our Storage Manager also reported being aware of your complaints (it appears they were forwarded an email from you dated July 20th.)

  Please note that the pictures supplied are of the SIT (Storage In Transit) area of the warehouse - those items are for long distance moves; not for long-term storage. Your items were located in a unit on the 1st floor.

  FlatRate has storage facilities throughout ******** and **********. Items are stored in space as it is available at the time of storage. The Storage Manager reports that you had been made aware that your items were located in ******.

  -Legal and Compliance

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired FlatRate to pack my condo. The items were taken to storage approximately 3 weeks and then they were delivered. The boxes listed on the inventory were all delivered to my new apartment, but several thousand dollars of items were stolen. I filed a complaint and went through the FlatRate complaint process and then also appealed and was told that I'd hear back last week but I still haven't heard anything. When I first filed a complaint, I received a phone call stating that the company would take this seriously but they only offered me $210.00. I sent them a list of every item that was stolen, the dollar value, a photograph and receipts. They are basing the $210.00 on the insurance offered for lost or damaged goods. My entire point is that my items weren't lost or damaged. My items were stolen. I know this because all of my valuable jewelry was in jewelry boxes from the company where it was purchased. The movers opened the jewelry box, removed the item of jewelry, then packed the empty box. And in one instance, packed the receipt of the item they stole. This happened with basically all of the items that were in my dresser, but every piece of jewelry stolen was at least 18ct and had gemstones on it. I filed a police report and valued the jewelry at $26,000, which is significantly less than amount that was stolen by FlatRate.

  

  Business Response

  Date: 06/22/2022

  Please note that, as per the **** of Lading (attached), FlatRate does not ship jewelry - any such small, high-value items should be transported by the by the customer.

  Customer did not purchase valuation coverage, so any items lost or damaged were evaluated at 60 cents per pound.
  

  We have conducted an internal investigation into this matter with the movers involved in this move.

  If a police report has been filed, FlatRate will work with police to provide any information that they request into this matter.

  -Legal and Compliance

  Customer Answer

  Date: 06/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The items being shipped were the contents of the dresser and they were not limited to jewelry. I've used the business 7 previous times and had never purchased valuation insurance because the basic insurance covers items that were lost or damaged.  These items were neither lost nor damaged.  They were stolen.  I know they were stolen because the movers opened the retail boxes, removed the jewelry, and then packed the empty retail boxes (which also negates FlatRate's point about not shipping small items).  I don't understand how the company can claim legitimately that insurance is meant to cover theft.  Their logic implies that I paid them to be robbed, which is ridiculous.  I've been going through their claims and appeals process since March.  Their solution was to send me $210.00, which is simply insulting.  ************************ doesn't cover this theft because I can't prove that it didn't happen in my home, the logic being that the movers could have stolen my goods while they were in storage.  My credit card, which offers purchase protection, can't cover the theft because nothing that was stolen was purchased 90 days prior to my move.  I understand that FlatRate asked the movers if they stole my items, but the movers said they did not, which makes complete sense because no one is going to admit to committing a felony.  If FlatRate is hung up on the jewelry, then what is their excuse for the remainder of the items that were stolen from me?  Not all of the items were small and FlatRate had moved almost all of them in my last move.  And as I've pointed out multiple times, almost every item of jewelry was in a retail box, which the movers had to open to steal the jewelry and then they packed and shipped the empty boxes.  Their logic makes zero sense and I've exhausted all of my options with them, but $210.00 does not suffice.  The very least they can do is refund the amount that I paid them for the move.  I NEVER would have hired and paid them if I even remotely suspected that they were going to rob me.  As I've stated, I've used FlatRate for seven moves, including two cross-country moves.  The overwhelming majority of the items stolen have actually been moved by FlatRate in prior moves.  ************* that was included in my contract has always covered the "lost or damaged" items and that level of insurance was enough coverage in the seven previous times I used FlatRate.  I never would have hired them for an eighth time if I suspected I was going to be robbed. 

  
  

  To be clear, I only listed jewelry on the police report because it is easy to show the police the empty boxes that the movers delivered, all of which I have receipts for, including one receipt that FlatRate actually shipped.  There are several other items that were not in jewelry retail boxes that were all larger.  The fact that I didn't include them on the police report does not mean they weren't stolen.  FlatRate knows this because they've seen my list of stolen items.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:06/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with flat rate to move me from ** to ** (October/November move 2021). This move was insured and the cost of the move I had significant damages to my home that I moved into and my furniture when the movers unloaded and moved me in. The offering from the flatrate was a great deal less than the estimates for damage to my home and furniture/broken items and I was denied appeal.I would appreciate the BBB helping me to negotiate a fair settlement that covers my full damages and replacement costs.Thanks very much,****

  

  Business Response

  Date: 06/07/2022

  We've reviewed your case and brought it to our **************** team. After careful consideration, we can offer to refund the deductible ($500) as courtesy compensation to settle this matter.

  -Legal and Compliance

  Customer Answer

  Date: 06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  the settlement that the flat rate is offering is not enough to cover painting the walls and repairing the damage to the molding, let alone my driveway, table that is completely unrepairable, the damages to other furniture pictures and dishes.  I do not accept it.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  

  Business Response

  Date: 07/28/2022

  FlatRate would like to reach an equitable settlement on this matter. As previously mentioned, your case was reviewed by our Claims and Appeals teams, who determined that according to your coverage in the **** of Lading, a settlement amount of $2,650.00 ($2,150 after deductible) was appropriate. We have already offered to have the $500 deductible waived in order to close this matter.
  
  The settlement amount that the customer desires has not been stated, but appears to be between $7,700 and $10,646.53, judging by the documents uploaded to the BBB site.
  
  Unfortunately, such a settlement amount is not feasible at this time. We would recommend that the customer start a Small Claims case. All legal documents should be addressed to Flat Rate Moving, **** at *********************************************************. Attn: Legal Department.

  -Legal and Compliance

  Customer Answer

  Date: 08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I purchased insurance through Flat Rate for my move and paid over $10k for the services provided. The settlement offered by the provider is not even enough to cover the cost of replacing my dining room table and damaged furniture.  Why should I have to file a court complaint against them?  If this is how they treat customers who pay bills in complete and insure the move, I feel others should know of the risk of doing business with them.

  sincerely,

  *******************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  Date:05/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On *********************** delivered my things from storage to my new apartment. While unpacking I discovered a number of damaged items. I was provided a claims form to submit and given a claim number of *******. I submitted the completed claim form on March 23, 2022. After several weeks, I received notice on April 21, 2022 that FlatRate would issue a check for $204.96. The noticed stated "Please allow **** business days for your check to be processed prior to mailing."On May 16, 2022 I followed up to ask about the status of my check, which I still had not received after 17 business days. I received a reply stating that they would check with the accounting department and get back to me. To date, I have not heard back. It is now May 26. It has been over a month. I need my check.

  

  Business Response

  Date: 06/01/2022

  According to our records, your settlement check was sent out on 5/27/22.

  Please report if it still hasn't arrived.

   

  -Legal and Compliance

  Customer Answer

  Date: 06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  The amount of time it took to receive reimbursement was absurd and unprofessional. While this matter is resolved, potential customers should beware that once FlatRate has your signed contract, they are nearly impossible to get a timely response from. From the moment I signed my move plan, it took days to get any response from anyone at the company, both before and after the move.  

  
  Sincerely,
  
  *************************