Professional booking process, disappointing execution
I was initially very impressed with FlatRate’s professionalism. The quoting process was seamless and transparent — each time I updated my inventory, the price adjusted automatically through their app. Everything about the planning phase felt organized, high-end, and trustworthy.
Unfortunately, the day of the move told a different story. A plain, unbranded truck arrived with three young movers who appeared to be working this gig on the side. They were unaware that the destination was a fifth-floor walk-up — something I had clearly communicated from the start. They struggled, understandably, with the stairs and the heavy lifting.
What really concerned me was learning that FlatRate had outsourced the move entirely. The movers mentioned being paid just $80 each ($240), while I had been charged $750. Whether or not that figure was exaggerated, it was clear they were not FlatRate employees. Nowhere in the process had it been disclosed that the job would be subcontracted — had I known, I could’ve gone with a "man with a van" service directly and likely paid significantly less.
This lack of transparency felt misleading, if not outright deceptive. FlatRate presents itself as a premium, full-service mover — but on moving day, it delivered something very different.
Reply from FlatRate Moving - 99 Evergreen Ave
Thank you for taking the time to share such detailed feedback. We’re glad to hear that you found our booking and quoting process professional, seamless, and transparent, as that’s the level of organization and reliability we strive for at every stage.
That said, we are very concerned by your comments about the execution of your move. At FlatRate Moving, we hold ourselves to the highest standards of professionalism, accountability, and full-service moving support. The issues you described regarding the truck, the movers’ preparation, and the lack of clarity about staffing do not reflect the service quality or transparency that we promise our customers.
We take your concerns extremely seriously and have escalated them to our operations leadership for immediate review. For privacy reasons, we can’t discuss account details publicly, but we’d like the opportunity to investigate this fully and address your concerns directly. Please reach out to us at [insert customer care email/phone] so we can look into the details and work toward a resolution.
Your feedback helps us ensure that our customers always receive the premium, professional moving service FlatRate is known for, and we’re committed to improving based on your experience.