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Review 8/3/2009
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Let me first start by stating that I had scheduled two moves to two different locations. After the ordeal I had to go through for the second move, I can say that I would not use nor recommend FlatRate Moving in the future. I have still not received a follow up phone call or email. Nothing.
The first move went well - the moving team professional, organized, polite and efficient. Uniforms and trucks were both badged with the FlatRate logo. There were four movers and they surely had their work cut out for them with the large items to be moved. The packing and protection of items was great and all included at no cost. There was only one slight hiccup. One piece of furniture was damaged, but the movers politely said they would repair it at no cost and deliver it back within one week. They stayed true to their word and arranged for the item to be delivered to the new location. This was night and day compared to my second move.
The second move, scheduled for two weeks later with a start time of 2:00 PM - 5:00 PM, was an absolute disaster. I received a phone call at 2:30 PM notifying me that the movers would not even arrive until 5:30 PM. Keep in mind, the move took place in Los Angeles. 5:30 PM is not the time anybody wants to be traveling anywhere. Traffic congestion is at it's peak. I expressed my dissatisfaction with this and the rep assured me that the movers would be there at 5:30 PM and would be about an hour to load the truck. I appreciated this, and I'm sure that they would be efficient with the loading - after all, this is your business and should have a very good idea on time estimates for moves. Given that I was provided a time estimate for loading and unloading, I find it amazing you were unable to properly gauge the move that occur prior to mine - the one that supposedly delayed the start time to 5:30 PM. Additionally, the destination location is a condominium building and certain rules are in effect as well as simple common courtesy. Moves should occur during a reasonable time of day as to not disturb or inconvenience the neighboring tenants. I'm no professional mover, but my common sense tells me that moving around the time people arrive home from work is not a good idea.
I called back the main office at 2:30 PM to get an update of the movers location and to of course express my discontent with the way the situation was handled. If the movers know full well that a job is running over the expected time, then another crew should have immediately been sent out to handle our move. In fact, this is actually what happened. But, the second crew was late and this did not relieve the problem. The main office notified me that this second crew would be arriving at 5:30 PM and that the original crew would arrive 45 mins after to expedite the loading. The original crew was in possession of the contract agreement so they would have to make it otherwise.
At 5:30 PM a moving truck arrives, but this isn't a FlatRate Moving truck. It's a rented Penske moving truck. Additionally, the movers are not wearing FlatRate uniforms and no contract is on-hand indicating the details of the move. Nonetheless, we were already well behind schedule and we had to get started. I confirmed with the main office that this was indeed their team, so they started while the first team was on their way. The loading went fairly quickly and the first team still had not arrived. We proceeded to the destination to unload and halfway through the unload the first team arrived with the contract. The move did not complete until 9:00 PM.
I do hope something is done to rectify this situation as this move was entirely unprofessional and unorganized. I rely heavily on Better Business Bureau and was anticipating that a positive rating would bode a better moving experience, but in this case it did not.
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