FlatRate Moving
Reviews and Complaints

On time, fast, efficient, polite, and friendly! This was my 2nd move with FLatRate and I would absolutely use them again.

I've used these guys three times, and they have always been absolute Pros. They sent a large team, always checked with me if they had questions.

I had a piano to move. The guys showed up early, worked quickly and efficiently to wrap the piano, and delivered it safely to its new home. Very happy with them.

The team was super kind and helpful throughout the process. The communication between the office, movers, and myself was excellent and clear! I would highly recommend.

Great experience with the moving and sales team. Moving team was fast, efficient and professional. Moving consultant was also very helpful in setting up the moving. I would only use FlatRate going forward for moves and I would highly recommend them to anyone who is moving.

Cannot say enough amazing things about Flat Rate Moving. Sales process was seamless, they charged fairly, they were responsive in getting the COI etc. over. Day of, they showed up on time, worked incredibly efficiently, and even went above and beyond doing a couple of things I forgot to show on the FaceTime tour with the sales guy. In the middle of the move and after, someone from Flat Rate called to see how things were going. Honestly just an incredible company staffed by incredible people (both the movers and the office folk). I can't say enough nice things about them.

TRULY horrible customer service. I moved in October . 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 ComplaintsBoard.com, 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 P - Emily K

I moved with FlatRate on August 21. Following the move, I submitted a claim for a piece of damaged furniture on September 8. I have been trying to resolve this situation ever since, reaching out to FlatRate via email and phone several times; most of my emails and phone calls have gone unreturned. The only thing that seemed to make any difference - once - is when I reached out for support to the associate who helped me schedule my move and she kindly emailed the Claims department on my behalf. I followed up with Claims after that - nothing. It has been 27 business days since I last contacted FlatRate/Claims and 68 business days since I submitted my claim. I am still waiting for owed compensation, let alone the courtesy of a response. This is bad business, incredibly inconsiderate, and simply unacceptable. Reading other reviews on this page, poor to nonexistent communication seems to be a theme for FlatRate. Do yourself a favor and call someone else.

FlatRate Moving is the worst moving experience I have ever had. Do not use this company, ever. They lost my bed, completely lost an entire bed that cost $4,800. They then did nothing to find it. They offered me $300, as if that should cover it, and have run me through the wringer for two months now after I denied that offer and elevated my claim. How do you lose a bed? It wasn't a vase or a dish, it was a queen bed. I guess have to assume that someone just took it? Not to mention, my boxes showed up a complete mess, they scuffed up the walls, never went through my inventory with me and just took off. When packing up my apartment they packed garbage and things were just thrown around. When I called to report my missing bed, the movers called me directly to try and convince me I was wrong - not going through their office and proper channels. It was extremely unprofessional. As I said, I'm still trying to deal with their claims department after over 2 months. If you value your belongings and would like a bed to sleep in after a stressful move, do not use FlatRate Moving.

I helped arrange a move for my mother, ***, from her home in *** Park, *** to ***, . We decided to use Flat Rate Movers based on our prior positive experiences with them. They came to her house an in-person, "guaranteed" estimate which is attached. We also asked for some packing materials ahead of time so that we could prepack, but were not advised of any charges. On the day of the move, the move team arrived and said that the amount of items present was greater than the inventory from the move estimate and so asked for an additional $1724.79 in order to complete the move. There was no way for my mom to say no as she had to vacate the apartment that day in order to complete the closing sale the next day. When discussed further with FlatRate the following week, they eventually agreed to refund half of that additional amount. Upon reviewing her credit card *** (also attached) she also found a charge of $161.27 for the advance delivery of packing materials.

We contracted with FlatRate for two moves. One out of our apartment in NYC into their storage facility and a second move from their storage facility to our new home in CT. Among other itmes, there were several pieces of high-value artwork. At the time of quoting our move price and as well as at the time of the move, we specifically designated the artwork as a high-value item that should be crated and dealt with special consideration. Both our moving specialist, Matt O., and our moving team confirmed that they would crate the artwork. But it was not crated. It was simply wrapped in a moving cloth and was severely damaged as a result. I have submitted pictures multiple times to Flatrate. We paid $550 to repair the artwork and have submitted the receipts. Flatrate also broke a piece of fine china ($255.13 to replace) and other items. I submitted a claim to Flatrate and they offered to provide only $252.00 -- this is not sufficient compensation for such a grossly negligent error. I submitted an appeal on September , to *** and have sent over additional documentation with regard to my expenses related to their failures to take due care with specifically designated items. I have followed up over 11 times over the course of five months and have received no substantive responses. I have called over 10 times to Flatrate Moving customer service lines and do not receive return calls.

I paid Flat Rate movers, and Ilan Ron specifically, to move me from San Francisco to Los Angeles. I also paid them to pack me. I also paid them for boxes. When I began unpacking my boxes, I found more than $3,000 in broken things. For example, the movers even packed up a coffee maker FILLED WITH WATER. I texted, called, emailed Ilan and his associate Audrey Sandifer about the incompetence. I have photos of all of these problems and texts in real time with Audrey as I was unpacking the boxes. Also, I noted on the forms that I had not unpacked all the boxes so I refuse to sign that all goods were delivered properly. More than 3 months later, this matter is STILL not resolved. I have called and begged for answers and a resolution. I have been offered $400 via "insurance" and another $400, an amount they refuse to explain. I have asked for explanations. I have asked for phone calls. Ilan refused to call. After promising that he would I have asked REPEATEDLY for a full refund of the packing services, for the boxes I paid for that were never used as I provided my own boxes, and for reimbursement of the things they broke. This business, I believe, is fraudulent. How else to explain that they charged to pack me, broke my things because of the improper packing (they often times did not even use wrapping paper or other insulation), and not be responsible? This seems highly unfair. I also believe they falsely advertised their services.

On Nov , 2019, I engaged Flat Rate Moving, and selected their Elite Services, at a much higher premium, to move my household goods from *** to *** During the move, Flat Rate smashed the door of a 2-week old wine refrigerator, dropped the Poliform cherrywood headboard of my master bed (chipping it in one corner) and was unable to rebuild properly my Poliform living room wall unit. They were contacted the same day about it and a claim form was filled, pictures were taken and sent. They have never called me to discuss. They receive emails and have sent me some emails but all calls to their Claim department get routed to a voice mailbox. I have never heard from them. After months of back and forth, I was sent a check for $252, which I have not yet cashed as I find it insulting. The refrigerator door alone was $562.89 to replace. After the check, they followed up with a letter explaining that they had arrived at their value by estimating the weight of the 3 units and multiplying it by $0.20. They claim that I declined insurance. That is false. I bought the Elite Services (for $1,500 premium) exactly to be protected. Furthermore, in their explanatory letter, dated January ,, they requested a reply within 30 days or assumed acceptance, except that they did not mail the letter out until February ,. I have saved all the receipts. These people are fundamentally dishonest. Their Customer Service and claim Departments are a sham. I expect some restitution and I feel both insulted and aggravated by their behavior.

I moved with FlatRate on August ,. Following the move, I submitted a claim for a piece of damaged furniture on September *. I have been trying to resolve this situation ever since and get the reimbursement owed and promised me per my contract. The few times I've managed to get someone on the phone, absolutely nothing that was confirmed and assured would happen post-call has happened. Not once has someone returned a voicemail. Not once. FlatRate responded only to the review I submitted on ***, as follows: We've looked into your claim, and it appears that it was closed on November ***. Due to a problem with an incorrect address, your settlement check had to be re-issued. The new check was mailed out on December ***. We apologize for the delays that you have experienced; both in receiving your settlement offer and in getting your settlement check. ---- As I confirmed that the address they allegedly had listed for me - an address where I have never lived - was incorrect, I know this to be either completely false or gross incompetence. Based on too many other reviews and complaints, it seems like a stalling tactic to me. It has been 88 BUSINESS DAYS and nearly five months overall since I submitted my claim. I am still waiting for owed compensation, let alone the courtesy of a response that takes any genuine responsibility for the reprehensible lack of communication and incredibly unprofessional business practices. This matter is not closed, FlatRate. It'll be closed when you actually send me the money I am owed based on YOUR contract. Please be advised that my next step will be legal action.

I used servives of Flat Rate Moving to move to my new apartment. I have declared one of my items, a Lift Bar from *** furniture store, as high value ($10000), while the price of the item is actually $13000. I have specifically asked the movers to be careful with the item. When we arrived to the destination, the movers advised me that the gratuity is usually 20% from the price of the move and I tipped them approximately this amount. After the movers left and I unpacked my furniture I realized that the high value item was damaged and broken. The item's weights is 485 pounds and to cause such damage it had to have been dropped. There is no way that the movers didn't know about the issue but nevertheless they did not inform me about it. I have contacted claims department of Flat Rate moving and asked for the compensation as I assumed I was eligible for it as I have declared an item as a high value. I was first told that I would be contacted within 7-10 business days but that did not happen. I followed up on my claim and finally I was told that I will be only getting $375 compensation for the item ($0.60 per pound). I have tried to contact the claims department again and received a call from an associate who was only interested in the situation with tipping (that the movers told me that 20% tip is recommended). After the conversation I received an email saying that I will be reveiving $1200 refund on my move and $300 damage claim settlement. I find this settlement unacceptable and am very unhappy with the service provided. I would like to get a full compensation for the item that was damaged during the move.

FlatRate team moved my apartment in August . In the move, several expensive furniture items were destroyed, wine glasses broken, plates chipped and other kitchen items damaged. There was clear evidence of negligence of their team. First, the lady who packed the kitchen, only wrapped glasses and plates with one layer of paper, resulting in a number of very expensive items to be broken. Second, FlatRate failed to send a truck on the first day of the move, delaying the move. To cram two days in one on the second day, the company sent several people with little experience. They broke in half an expensive bookshelf even before they packed it, and damaged the matching second bookshelf in the move. In addition, they did not properly pack an expensive credenza. The credenza's door was not secured. That is the reason the item is broken. The manufacture confirmed that the credenza is damaged beyond repair: both sides are now disconnected from the body of the item. The lacquer top is cracked, thus would be overly expensive to replace. Combined with the sides broken, the credenza is damaged beyond repair. I provided the proof of the damage that was caused by their inadequate service, which is in several thousands, but got the settlement offer of only $300.00 in November. I did not accept this low offer. I email the claim appeal office on November ***, called several times to follow up, but have not heard back either via email or call. Given the negligence on the company's part, I expect the damages to be covered beyond the payment based on weight of the item, but rather based on the replacement value of the items. I would welcome your help

Flatrate was just awful to say the least. The movers were unprofessional, and honestly did not care about our possessions. The entire experience has very troublesome to me and my wife, who is 8 months pregnant, and caused us lots of unnecessary stress. We chose FlatRate, and agreed to pay the high price point for this move exactly for the sole reason that we wanted to avoid the hassle and have a smooth and easy moving experience. But in reality, it turned out to be a complete nightmare. The movers broke several items of our furniture: this included our dining table, coffee table, as well as our TV stand and carpet. Moreover, the movers had no idea of how to handle delicate equipment such as paintings and musical instruments. In addition, they wrapped an expensive oil painting from Spain with a dirty blanket without any protected wrapping in between the painting and the blanket. After an argument with the team, the dirty blanket was taken off and had paint all over it from the painting. They put our living room carpet on the dirty street (!) without any plastic covering of any sort, and broke the structure of the rug as they just dropped it on the ground. The icing on the cake was when they decided to put all our kitchen equipment in our dirty trash cans, so when we finally got to our new apartment, we couldn't even use any of it. Last, while part of the service agreement was to pack all our belongings - I got a phone call late at night from the super in our old building stating that there were a few things left in the Kitchen and I need to head and pick them up... In the middle of a pandemic, I really felt that the movers do not care about our well being nor the safety and basic hygiene of our most prized possessions. We have pictures showing each instance that I have described above, and are happy to share with you if needed. We're deeply disappointed and frustrated about our moving experience, and my wife and I are still very exhausted from this move. Any attempt to resolve this matter with the company unfortunately proven to be impossible and the only remedy they offered is partial payment for our carpet cleaning.

My wife and I have used Flat Rate for a number of moves and have never previously had a problem. We and interstate move of 5 miles on February ***. The first complaint we had was the movers turned up stinking of Cannabis, my wife called our account manager Chase (who is absolutely wonderful to deal with) and he spoke to the foreman. The move was over 2 days, on the first day the house was packed and on the second day the possessions were moved to the new residence. The movers were not particularity expeditious, but we did not mind too much as this was a fixed price move. On arriving at the new residence, it was clear that there was very little care taken in the way our possessions were packed, there were boxes stacked on top of a console table (which smashed), expensive furniture was not wrapped and heavy items stacked on top of boxes marked as fragile containing our crystal. Needless to say we had a significant amount of damage to our property, the foreman was not honest about this at first and tried to stop us checking off the full inventory before the move. We caught him trying to glue together the aforementioned console table (glue residue still remains in our mudroom) and hiding the damaged side of a dresser. We eventually made him sign the inventory indicating the damages. As we had purchased the Full Replacement Value insurance, we thought our claim would be a simple one, but it appears the claims arm of Flat Rate are a very shady bunch. We were kept being promised to be called back, this never happened. An assessor came out and assessed the damage and agreed 5 items needed to be replaced. The terms of the Full Replacement Value indicate: 1) repair the article to the extent necessary to restore it to the same condition as when it was received by your mover, or pay you for the cost of such repairs; or 2) replace the article with an article of like, kind and quality, or pay you for the cost of such a replacement. One of the items to be replaced was a 9ft Restoration Hardware sofa in perfect condition that was only 3 years old which cost $11,000. We were offered $411! There were a couple of other items that had similar derisory offers. We appealed and were told that the offer was not going to be changed. We are now forced to initiate legal proceedings, firstly we have requested arbitration as is required by the US department of transportation and should this not get the resolution we desire we have already advised our lawyer to start drafting legal documents.

The items listed below highlight my complaints from my recent move with Flat Rate Moving on 7//20. I've reached out to Flatrate Moving numerous times via email to voice my displeasure with my experience and seek repayment which have gone unanswered. Speed - The movers started at 9am and did not finish until almost 6pm, they were beyond slow. They were so slow that my 62 year-old Father-in-Law and I had to start helping to move, otherwise the new building was going to cut off access to the freight elevator (they wouldn't have finished for another hour if we didn't help). We were moving from a 1-bedroom apartment to another building 3 blocks down the street, it shouldn't have taken nine hours for the move, especially since we were the only parties using the freight elevators at both buildings. Size of Crew - When I was quoted for the move, I was told that I would have a crew of five people. However, when I went to tip all of the movers at the end of day, I found out that there were only three movers. When asking why there were only three movers, they mentioned that two people were pulled off my job because they were serving as overflow for other jobs in the neighborhood. This would explain the issue with speed mentioned above. Given the price we paid we should've had a full crew. Truck - Since our crew was so small, one person was in the apartment with us setting up furniture, and the other two were unloading the truck and putting it into the freight elevator. At one point when my wife came back from the old apartment, she had mentioned that the back of the truck was wide open and there was no one watching the truck which was concerning for a variety of reasons. End of Day Paperwork - At the end of the day, I had to fill out some paperwork confirming that everything had been moved. I was then told I needed to write a review of their service which as mentioned above, was not great. At this point in time, I felt pressured to say that they did a great job as they stood there watching me fill out the review form. This is an extremely weird business practice at best and coercive/intimidation at worst. Property Damage and Theft - During the move, there was a bookcase that was damaged and a theft of a personal item. I had filed an insurance claim with them and one item was approved for reimbursement (minus the deductible) and the item that was stolen was denied because it wasn't "covered" for the level of insurance that I purchased. However, when I was being quoted for my move, I specifically asked about the insurance and if all items were covered and I was told it was. Clearly, this was not the case. The two items filed under the claim were roughly $1,800 combined and after the claim denial and deductible, I was told that I would be refunded only $200. However, it's been over month since and I still have not received any payment from Flat Rate's claim service despite my follow up with them.

FlatRate was hired to move me into a storage facility on May ,. They were also hired to custom crate a 6'x3' 200lb mirrored headboard. In the end they failed to move me out on the contract date and they lost the mentioned mirrored headboard in the process. I have all emails of this request and the assurances and quote for the cost of this crate and move. Also I have a full detailed account of everything that happened complete with email threads, pictures and documents ect from the first communication to present moment but too save time I will give the power points of the issue at hand. FlatRate breached their contract on the day they came to move me. On the day of the move they were not prepared they had no custom crate and thus were unable to complete my move and vacate me from my apartment causing me to breach my lease with my landlord and causing unnecessary costs and stress. They were paid for a job that was unfinished and showed no regard for me as a customer. When they apparently returned to crate and move the mirror 3 days later I was unable to supervise this so I can not say for sure what happened from this point on with my mirror or if it was ever crated as requested or not. I never saw my mirror again and it became nearly impossible to get anyone on the phone or any response from anyone at the company from this point on. I visited the storage facility on August *** to find no mirror, no crate. The items that were there were in complete disarray. Boxes were crushed, chairs stacked in ways that damaged the cushions ect... There was no mirror and no answers. Over the next 3 weeks they were unresponsive and claimed they searched until finally telling me its gone and file a claim. I have done so I provided all necessary and requested paper work including the value of the mirror along with pictures and email threads. The item is still available for purchase and I have pictures of it hanging in my bedroom and the corresponding webpages from where I purchased this mirror. I expect that if a moving company fails to do the one job they are hired for and they lose any item that them or their insurance company pays for this. I trusted them to handle all my worldly possessions and they failed to do so in a professional manner and furthermore completely lost a high ticket enormous piece of furniture. I asked them to replace it or to pay me the value of it. They offered me pennies on the dollar for the item and have again been unresponsive. I have filed an appeal and have once again followed all the proper channels and protocols. The facts are they breached contract, were unprepared and did not fulfill their duties all while being paid in full. They have been completely unresponsive to me by not responding to emails VM's and by sending me on a merry-go-round of chasing down answers. I should've been compensated for the breach of contract and the very least paid for the entire cost to replace the lost mirror.

The following is an overview of the events that are the basis for this complaint. These events occurred over the course of a few months, from July -October . I would be glad to provide further detail for each event upon request. Email and call logs will corroborate these events. 1. Issue with initial booking- when I booked my move, I was told that FlatRate offers international moving. Closer to the move date, I continued to follow up about rates for the international move but I was not provided information. The move date approaches and it is too late to switch moving companies. Items are to be moved into storage. 2. First relocation consultant not responsive to calls or emails- my relocation location does not reply to calls or emails over the course of a few days pre-move. I speak with VP of sales, am assigned a new, senior relocation consultant. I am reassured that this relocation consultant is more communicative. Of note, in initial conversations with the first relocation consultant, I communicate the following: I am moving remotely due the pandemic and I am reporting my inventory from memory. As such, I estimate what moving materials I will need and ask that the company does not charge me for moving materials that are not used as well as storage space that is not used. I am told that the company would take an inventory of materials used post-move as well as determine the square footage used after my items are moved used, and charge me accordingly/ adjust the quote accordingly. After I switch to the second relocation consultant, I re-confirm this. Again, I am assured I will only be charged for materials used as well as square footage used. Price to be adjusted accordingly. I am also assured that I will be provided an inventory of the items moved into storage. 3. Day of move- at the end of the move, I am not informed that the move has taken place and do not receive an inventory of items, as had been previously promised. I learn that the move is complete from my roommates who are present the day of the move. I try to contact my relocation consultant to touch base about the move and attain an inventory of my items, but relocation consultant is not responsive to outreach. Through my roommates, who are existing tenants, I am informed by building management that my bed has been disposed of improperly by the movers. 4. Over the course of the next few days, I make several attempts at calling and emailing relocation consultant and VP of sales (his supervisor) to ascertain inventory of items, as promised, and determine what materials have been used and how much storage is being used. Relocation consultant and VP will not return calls or emails. 5. Items mistakenly taken from my apartment- I learn from my roommates that a cabinet door has been removed from the apartment. The cabinet had been set aside in the apartment to be fixed. I make several attempts (calls, emails) to contact moving company about this issue. This is particularly significant because this will be deducted from the security deposit placed on the apartment. I am told someone will return my calls. No one return calls. Eventually I speak with foreman; am told that they will look for item in storage facility and will follow up with me. After a week, no one follows up with me. I again make several attempts at calling foreman. I speak with foreman, he informs me that they have looked for cabinet door and it is not in storage facility. To reiterate, the cabinet door was present in the apartment pre-move, and absent from the apartment immediately post-move. 6. I finally received an inventory of my items, a week later, after several calls and emails. I note that there is an item that was not requested to be stored (bicycle). I alert the storage manager that I need to review the items on the inventory; I do not receive a reply. This was also in accordance with the agreement I had with the relocation consultant- that I would be charged for materials and storage space that I used. 7. Contract violated- the contract that I signed stipulated that I received two months of free storage. Upon checking my bank statement, I see that I am charged for the first month of storage and I am also charged an amount that is greater than the contract I signed. I immediately try to call, email various members of the FlatRate team, including customer service, and they are unresponsive to calls and emails. I explicitly state in writing that I would prefer to resolve this issue with FlatRate directly as opposed to contacting bank to report fraudulent charges due to breached contract. I do not receive a call or email in response. I alert my credit card company to this. Credit card company issues investigation. I received a reply from FlatRate 10 days after alerting them to this. They stated they would honor the contract I had signed. 8. Customer service unresponsive to multiple attempts at outreach- from the start of the issues that have taken place with this moving company, I have attempted to contact customer service, many, many times. Call logs and emails will corroborate these multiple attempts, totalling at least 20, from July ***,, right after the move took place, up until my last attempt, on October ***,. This also includes the hours I spent on the phone speaking with other staff who stated that Brian would return my calls. I heard back from Brian Nalty, the head of customer service, in one voicemail left around July *** requesting that I call him- which I did, and in one email, sent July ***. He acknowledged a few of the issues that I had with the move, although not all, and offered a courtesy refund of $248.30. I countered stating that he had not captured all of the issues (which multiplied since that correspondence) and asked for $570 which was for three months of storage. I had explained that one of the issues was that I had not received a quote about international moving until the day after my move. By the time I received the quote, it was too late to switch moving companies and I was forced to put my items into storage. I requested $570 because that totals three months of storage, which I thought was fair. I will also note that I provide a generous tip of $266.03 I have never received a reply from Brian Nalty to my follow up, or any communication since that email. As has been detailed, a litany of contractual and customer service issues have followed since then. I have continued to wait for a reply from Brian Nalty, and have not received one. I had even been told by his staff member that she would contact HR because of his unresponsiveness. Also of note, I have been made aware by a relative that used FlatRate that she received a reply from Brian as well as significant compensation due to a severe issue during her move. Although not my case, this information indicates a capacity for a) Brian to respond to outreach and b) for FlatRate to provide refunds should issues with the move merit such compensation. 9. All staff unresponsive to emails and calls- I have continued to try and contact various members of the FlatRate team, including the storage facility manager, to address these various issues. Throughout this entire experience, I have been repeatedly told that someone would return my phone calls/ emails, but staff have remained overwhelmingly unresponsive. Of note, this starkly contrasts how the business seems to conduct itself pre-move, that is, before they have been paid. When I had the issue with the first relocation consultant, I was promptly contacted by the VP of sales. Since the move has taken place, no such contact has occurred.