Flat Rate Movers Stole Our Stuff and Refuses to Pay Out Insurance or Call Us Back, Ripoff New York New York
We hired Flat Rate Movers (Interstate Commerce Commission ICC MC-254356, NYSDOT-T32557) to move us from NYC to Evanston, IL, outside Chicago. Our moving truck was stolen from Flat Rate's facility the night before it was scheduled to leave New York. We think it was an inside job since mysteriously the boxes that were stolen were all packed by the movers on moving day and had the most valuable contents. All of our electronics, silverware, alaram clock, and anything else that runs on electricity was stolen. Additionally, our antique furniture needs major reconstruction - tables have one leg left, our couch has vomit and grease all over it, and worse.
We lived in agony for 24 hours while the polic searched for the truck, and when it was finally recovered by the NYPD, we asked Kobi (Operations Manager) when he would be able to get an idea about how much, if any, of our possessions were recovered. Kobi replied, I've had a long day and I'm going home. You can wait. At this time we decided that we would get the information we wanted only by traveling to the Flat Rate facility, so we got on the next plane to NYC.
Our difficulty continued when we arrived at their facility in the Bronx the next morning. Our original packaging was smashed, and our personal items were mixed in with other people's things and covered in dirt in a huge cardboard box. To make matters worse, we learned that we would be forced to pay the remaining 50% of the $3400 moving fee in order to have what was left delivered to Illinois. We had no choice - we did it.
We purchased $20,000 in insurance through Flat Rate on moving day, but we haven't seen a dime. Ann Colas refuses to take our calls for weeks at a time, and the staff even hangs up on us when we call. We average 7-10 phone calls to the Flat Rate office before we are able to get someone on the phone.
It's been four months, it's almost Christmas, and we haven't seen a dime. Stay away from Flat Rate!
Ashley
Evanston, Illinois
U.S.A.
8 Updates & Rebuttals
Sharon
Alexandria,Virginia,
U.S.A.
Good news
#9Consumer Suggestion
Fri, January 13, 2006
Ashley, I am glad to hear that you had a good result.
Ashley
Evanston,Illinois,
U.S.A.
Fingers Crossed
#9REBUTTAL Individual responds
Fri, January 13, 2006
I called to follow-up with Flat Rate's insurance company (St Paul Traveler's) and was told that our claim has been approved for payment up to the full amount of the insurance. We purchased a supplemental insurance policy at $10 for every $1,000 in coverage. We purchased it through Flat Rate on moving day.
To Sharon's point, we did not receive a copy of the insurance policy, and we were not sure who the underwriter was for the policy. We originally thought that Flat Rate was self-insuring, but in November Flat Rate informed us that they had forwarded our claim information to St. Paul Travelers.
We will not be reimbursed for the $3400 moving charge, or for the expenses that we accrued (i.e. our flight to New York), but we have our fingers crossed that we will get the check for the damaged and stolen property. With some much-needed luck we can put this behind us in a week; five months after the robbery.
Robert
Rochester,New York,
U.S.A.
Sharon.. Thanx
#9Consumer Comment
Fri, January 13, 2006
I did not know that it was illegal for movers to sell insurance. I am wondering if Flat Rate is willing to post an answer.
Ashley... did you get paid??
Sharon
Alexandria,Virginia,
U.S.A.
details needed:
#9Consumer Suggestion
Fri, January 13, 2006
I understand that a claim filed with an insurance company in New Orleans would take a while. What I don't understand is how Ashley bought $20,000 of insurance through FlatRate Moving Systems. It is illegal for movers to sell insurance, customers must go through an outside company to purchase insruance for their move with your company. Movers have a generic coverage called "basic valuation" which covers broken items by weight, not value, usually at 60 cents per pound.
Now I'm a little confused. Just which insurance company was based in New Orleans? The holder for Cargo Insurance for Oasis Moving & Storage is:
INEX INSURANCE EXCHANGE
Attn: KATHLEEN L. BURNS, MANAGER-REGULATORY COMPL
Address: 1 SOUTH WACKER DRIVE
CHICAGO, IL US 60606-6619
Telephone: (800) 525 - 8471
Fax: (312) 372 - 0423
*****Policy # DPO256859
And the holder for Cargo Insurance for FlatRate Moving Systems:
ST. PAUL FIRE & MARINE INSURANCE CO.
Attn: TOM FRANCIS
Address: ONE TOWER SQUARE, MAIL CODE GS05A
HARTFORD, CT US 06183
Telephone: (860) 277 - 4082
*****Policy # IM 065 00 861
I also wonder why you hired for Ashley, your beloved customer, a mover which has had its license revoked once per year since it's been in business (including a break over this past Christmas)? Why did you need to subcontract a load to a 4-truck company in Las Vegas for a move from NYC to Chicago, when you have 21 trucks of your own?
Ashley, I hope Flat Rate was right that you got a full settlement. Just in case that is not true, you are allowed 9 months from delivery to file. Since Oasis was the actual moving company, you should contact their insurer first. But also contact FlatRate's and tell them that you thought you purchased moving insurance directly through the moving company, which is illegal. See if this affects their policy at all. Then you need to file a complaint with the NY Attorney General, as this is insurance fraud. How much did you pay them for the insurace?
For you to call Ashley's claim of a inside job ludicrous and mean spirited is itself ludicrous. You have no idea if the movers from Oasis did or did not go through the boxes. They would not need to know the contents to open them up and paw through them.
Robert
Rochester,New York,
U.S.A.
YOU were responsible.. The moving industry has more than 1400 complaints on this web site alone. You dont like the language? Then clean up your act.
#9Consumer Comment
Thu, January 12, 2006
What supporting statement would you like me to reiterate... According to you "We were hired by Ashley to move her household inventory from NY to IL. Her move was contracted out to Oasis Moving & Storage." You then stated that " took over her contract and is now responsible for her inventory." Ashley contracted with YOU, not some other company. You agreed to be responsible for her belongings.
I have to say again, if you are so interested in customer service, why didn't you just pay her and YOU submit the insurance claim. Why did it take 7 - 10 phone calls to for Ashley to get to talk to you, or is Ashley lying and you fell all over yourself to get her belongings back.
The moving industry has more than 1400 complaints on this web site alone. You dont like the language? Then clean up your act.
Flat Rate Movers
New York,New York,
U.S.A.
Settled
#9UPDATE Employee
Wed, January 11, 2006
Full Settlement has been paid to Asley.
Of which i am sure she is very happy with. Again the issue was not us declining her claim but simply time on the processing and yes Hurricane Kartina was a HUGE factor in the processing time.
In respone to the comments by Robert, before you make general statement without supporting information parhaps you should speak to any number of claimiant who has claims with any of the major insurance company thats in the New Oleans area. Because i am sure you will hear the same story on how long claim processing time is currently. In closing i have to question the need for you to use profanity when this is a business issue.
Robert
Rochester,New York,
U.S.A.
Sounds like typical moving company bullSh*t to me.
#9Consumer Comment
Wed, January 11, 2006
Flat Rate admitted that THEY were hired to move Ashley's belongings. Flat Rate chose to subcontract it to another company. Did Ashley agree to let you subcontract and did she release you of responsiblity? Perhaps it was in the "fine print" of her contract? It is not Ashley's fault that her belongings were stolen. Then you have the balls to blame the delay on Hurricaine Katrina??
If you are a company that values your customers, then YOU pay Ashely and then YOU collect from the insurance company.
Flat Rate Movers
New York,New York,
U.S.A.
The Absolute Truth and Facts from FlatRate NY,
#9UPDATE Employee
Tue, January 10, 2006
In response to the comments made by Ashley claiming she was rip-off by FlatRate movers. We were hired by Ashley to move her household inventory from NY to IL. Her move was contracted out to Oasis Moving & Storage US D.O.T #476853 / M.C #476853 who took over her contract and is now responsible for her inventory. The Oasis Moving & Storage truck containing her inventory was stolen after leaving our facility. For her to indicate it was an inside job is ludicrous and mean spirited. The truck and staff were from Oasis Moving & Storage and they in turn did not know the Contents of the boxes loaded. When we were informed that the vehicle was stolen we contacted Ashley immediately to inform her of the situation.
She was given update as to the status of the stolen truck as we received them from the NYPD. Upon recovery of the truck we immediately notified Ashley. As the vehicle was impounded by the NYPD we were informed we will have to wait until it was release to recover items that were still on the vehicle of which she was informed. Ashley decision to fly to NY to check the status of the items recovered was done of her own choice as I informed her it was not necessary as we have a copy of her inventory list. We understand the difficulty of the situation for Ashley; however 95% of her inventory was recovered which would require the remaining delivery fee to be paid. As we also incur expenses to deliver the inventory to IL.
Ashley claim was filed with the Insurance Company for her loss; however the Insurance Company is based in New Orleans which was hit by Hurricane Katrina, resulting delays on the processing of all claims due to Hurricane Katrina and the shear number of claims the Insurance Company is dealing with at this time. It was also explained to Ashley that once her claim is submitted to the Insurance Company, any questions she may have should be referred to the adjuster handling her claim of which she has been in contact with.
In closing, we are a company that stands behind our belief that customer satisfaction is our priority. However, things can happen that is beyond our or anyone control such as Hurricane Katrina and in times such as these we try to do our best under a difficult situation.
We believe that every effort was put forth to resolve the situation under the circumstances.
FLAT RATE MOVERS