Complaint Review: flatrate moving - Rockville Maryland

It has been a living hell dealing with these movers. Do not use at all. We originally were referred to FlatRate by a friend. We did the initial assessment and it took about 12 try's to get the inventory correct. Their estimate was close to $3500 more than their competitors but they told me it was white glove service and that was why. At this point, there were very few reviews so I had to trust this premium service. We also were keen on a guaranteed delivery date. They rearranged things and got us on a truck leaving August 2nd, with pick up for August 1st. It seemed rushed but again, that fit with our schedule so we took it and packed quickly. The movers came and they weren't from FlatRate but hired contractors which contradicted the white glove service but they were really kind so we let it slide. Prior to the pick up, we were asked to pay the $6400 in full for a 1 bedroom + loft apartment pick up. Again pricey, but it seems legit.

The movers didn't have any of the right boxes for the TV etc so we were really worried but since drop off was guaranteed in a few days, we figured it would never sit in storage and we'd be safe.

We then raced to Virginia to wait for our goods...

Day after day, we heard nothing. We kept calling and told it hadn't left California yet (after 12 days). This was not what we contracted for and started to get worried. Finally, we were told to stay home on the 18th as the movers were en route. They were a week late but at least we were finally getting our stuff. Well, no one shows up and we get 0 calls. No emails. Nothing. We reached out to everyone all weekend. Finally Sunday night we're told they're on their way again. What!?! How'd you get so lost for over 2 days? Then nothing. Again. By Monday morning we had enough. Not only was the guaranteed delivery window long gone, no one was answering our calls. We filed a police report and let FlatRate know we did such. We then get a very nasty call from their VP of Long Distance who screamed at me for over 10 mins telling me how awful I am for getting the police involved. But ironically, the second the police show up - so does our stuff. Weird how that works.

They start unloading our stuff and I realize right away this isn't good. We had purchased brand new furniture from Living Spaces that was delivered to meet the moving truck. We inspected thoroughly before it was loaded and all good. Turns out FlatRate found a way to utterly destroy $15,000 worth of brand new furniture (we have receipts). I mean, I just broke out in tears. They even destroyed our infant daughters crib into 7 pieces. How is that even possible unless it was hit by a truck? All the furniture we purchased for our house destroyed. I've never seen anything like it. The movers felt awful and even told us they were contracted by FlatRate and will never work for them again because this is the third drop off in a row where the contract was breached and the goods were destroyed when they were given them.

We're now in arbitration hell. The claim FlatRate processed for all the damage (including our brand new hardwood floors, broken light fixtures etc.) was $460. Our credit card company believes they were fraudulent but can't give us a refund of the $6400. FlatRate is useless so we've formally reported them to FMCSA and we're attempting to go through the arbitration process.