Complaint Review: Flat Rate Movers LLC

I used Flat Rate Movers LLC to move from Lilburn, GA to Miami, FL to start a new job. I selected this company for several reasons: First, although the quote was lowest, it was not unreasonably lower than a similar one I received. Also, some of the more expensive quotes I had received were from companies that had minimum weight requirements, and I had to pay their minimum price even though my belongings did not come close to their minimum weight. Seth (the quoting agent) said Flat Rate Movers LLC did not have a minimum weight or cubic footage so it made sense to me that their quote was lower because I was to be charged only for the items moved. The quote was made with a binding rate. That means they could only charge me according to that rate ($2.32 per cubic foot). Second, Seth seemed reasonable, polite, and assured me that as long as I provided an accurate list of the items to be moved he could provide an accurate quote. I had read all kinds of horror stories online about others' moving experiences with various companies, so I had a long list of questions, and he was able to answer all my questions. He assured me that none of the horror stories really happen if the person moving is honest about what they are bringing. I asked how long the company had been in business, and he said around 15 years. I thought that if they had been around that long, they couldn't be that bad. Unfortunately he conveniently left out the part that they had changed their name numerous times in those years due to complaints, fraud, and other investigations.

Everything went well until the day of pick-up. I had so many complaints about the process that I tried reaching Seth every business hour for the first one and a half days following pick-up, but he never answered the phone or returned a voicemail. Exasperated, I sent the following email, which explains in detail the many injustices that occurred: (The Alex referenced in the email is the man who claimed to be a simple employee of the company, but a personal investigation revealed he was actually the owner).

Dear Seth,
 
Yesterday, Wednesday June 1, 2011, my furniture and household items were picked up from my storage unit in Lilburn, GA by Alex Breslav and a helper to be delivered to Miami, FL. There were several problems with the pick-up that I would like to discuss with you. Unfortunately, I have been unable to reach you by phone since yesterday afternoon and all day today. I have drafted this email in an attempt to communicate my dissatisfaction and initiate a reasonable compromise for the services rendered.
 
I would first like to preface this by saying that I chose your company, Flat Rate Movers LLC, based on your assurance that the horror stories on the internet do not actually happen if the shipper is honest with the mover. You assured me that there were not hidden fees and that if I would provide an accurate list of the items to be shipped, you would provide an accurate quote.
 
There are three main problems that I would like to address: (1) packing materials, (2) extra fees, (3) delivery date.
 
(1) While making the inventory list, you asked first for the number of boxes and then the items that would not fit in boxes. Among the unboxed items listed were two floor lamps and a small plant/tree.  Since they were listed as unboxed items, it seemed clear that these items would not be required to go in boxes. However, upon pick-up Alex informed me that he would not transport the items under any circumstances unless they were boxed. I tried to explain that they were listed as unboxed items, but I was left with the choice of paying $30 for a box, or leaving the items behind. I was forced to buy a $30 box. Secondly, one of my end tables had a secured, unmovable, very thick, glass top. The table could have been safely and securely packed with the free furniture blankets provided. Instead, Alex also required that I purchase a $20 box to cover the top. In all, I was charged $50 (fifty) dollars for unnecessary boxes. 
 
(2) When I arrived for pick-up, I brought two other small items that were not on the previous list (a small tool box and a small sewing machine case). When I asked Alex about bringing them, he said he would set aside anything not on the list and deal with it after loading everything else. I was not concerned because everything else was on the list, and if my two other items didnt fit, then I would simply bring them with me. However, after loading just about everything, he pointed to 4-5 medium/large boxes and two sofa tables and told me those were not included in the price. I was first able to convince him that the tables were actually included, so he loaded them. However, since all the other boxes were already loaded, it was impossible to prove that the boxes left should have been included. He informed me that the extra charges from the packing boxes (see #1 above) and the unlisted boxes left would be approximately $300 but that he couldnt be sure until they were loaded. I explained to him that I was being charged by the cubic foot, and that he should be able to tell how much the items would cost before they were loaded.  When I pulled out a tape measure to prove the actual cubic footage, he became angry and started yelling that I was wasting time. My calls to the company were also unanswered, and Ashley informed me that only Alex could determine how much I owed. I was left with the choice of paying the arbitrary sum or leaving my belongings behind. I was forced to oblige the extra fees that totaled $250.
 
(3) When initially obtaining the quote from you, I made it clear that my items could not be delivered before Monday June 6, 2011 because I would not be in town, and that my building only permitted moving from Monday to Friday from 9am to 5pm. However, I also made it clear that the items needed to be delivered on that day, Monday June 6, 2011. You assured me that the items would be delivered on Monday June 6, 2011 between the hours of 9am to 5pm. You were able to guarantee this by selecting a pick-up day 5 days before the selected delivery day. There was no mention of a delivery window. When looking at my quote, I saw that I received a discount for a flexible pick-up window. No mention was made of drop-off windows, so it seemed clear that my items would be delivered on the agreed upon date. Today, when I tried to find out the date of the second delivery at Longwood, FL, Adam informed me that my items would be delivered any time between the first available delivery date (June 6, 2011) and ten business days later (June 17, 2011). When I explained that you guaranteed me a delivery of June 6, 2011 he became angry and frustrated saying that it was impossible to guarantee a delivery date, and that to do so would have incurred additional fees.
 
In all, I feel that the initial quote and explanation of services provided were grossly misrepresented. I am extremely dissatisfied with the service, and I hope that we are able to come to an appropriate agreement.
 
My suggestions for a fair compromise are as follows:
 
(1) Firstly, the boxes charged were unnecessary, and the prices were grossly inflated. Although I should not have been charged at all, I would accept a reasonable fee of $7.50 per box ($15 total).
 
(2) Secondly, although the leftover boxes should have been included in the original quote, I am willing to pay the binding rate per cubic foot from the contract ($2.32 per cubic foot). A picture is attached of the leftover boxes. As you can see, the boxes take up no more than 20 cubic feet. At the binding rate, this would result in a fee of $46. Therefore, the total additional fees (packing materials and extra cubic feet) should be no more than $61.
 
(3)    With regard to the delivery date, I ask that all reasonable attempts be made to deliver on the previously agreed upon date of Monday June 6, 2011. I would appreciate as much notice as possible prior to the delivery so that I may make other living arrangements until that time.
 
I would like to resolve this matter as soon as possible. Based our previous interactions, you seem like a person to take action and provide fair results. Please contact me as soon as you can. My email address is __________@gmail.com and my cell phone is 770-xxx-xxxx.
 
Sincerely, 
 
xxxxxxx

I have never received any response (either by phone or email) from Seth. He literally became completely unreachable as soon as my things were put on the truck. My conversations with Adam (the dispatcher) were equally frustrating. Although my things should have been delivered on the specific agreed-upon date, he maintained that it would be a 10 business day (14 total days) delivery window, and that he would only be able to let me know the exact delivery day "about 24 hours in advance." When I explained that it was a long move and asked if he could at least let me know when the truck left Georgia to go to Florida he said, "What do you want me to do? Completely change company policy just because you have needs?" I never heard from Adam again. I also had no way of knowing where my things were, who had all my belongings, and if everything would ever actually arrive.  

On June 12, nearly one week after the orgininally planned delivery date, I received a call from Alex saying my things would be delivered the next day. He was not sure yet whether he would be the person actually delivering. Yes, that's correct: he could not even tell me one day in advance who would actually be delivering my things. In the end, two complete strangers arrived with my belongings. Thankfully, I actually received everything in good condition. It does not appear that anything is missing, although I could tell that they had opened at least one of my suitcases (the lock was not how I left it).

My advice to anyone who has scheduled a move with Flat Rate Movers LLC from Doraville GA: DO NOT let them take your things! It is worth any cost to switch to a company that is honest and you know will actually deliver your possessions as promised. To anyone who has already had the misfortune of letting them take your things: I at least received my belongings in the end. If you don't get your things by the last date of the delivery window I would call the police and a lawyer.

Please be aware and protect yourself. Not knowing who has your things, where your things are, or if they will actually be delivered is a horrible feeling. Go with a big national name moving company or do it yourself with Uhaul/Penske (as I will in the future).

Attached is a photo of the boxes that should have been included in the original quote but cost me an extra $250.