Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are you...?

If yes, click here to login.

Are you...?

BBB Accredited Business since

Bekins Van Lines, Inc.

Phone: (800) 992-5202 View Additional Phone Numbers 8010 Castleton Road, Indianapolis, IN 46250 http://www.bekins.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Bekins Van Lines, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Bekins Van Lines, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 58 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

58 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 4
Delivery Issues 6
Guarantee/Warranty Issues 3
Problems with Product/Service 44
Total Closed Complaints 58

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Bekins Van Lines, Inc.
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 8

Additional Information

BBB file opened: November 20, 2012 Business started: 11/18/2011 in IN Business incorporated 11/18/2011 in IN
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Indiana Department of Revenue
100 N. Senate Avenue, Gov't Center North, Rm. N105, Indianapolis IN 46204
http://www.in.gov/dor
Phone Number: 317-615-7350

Type of Entity

Corporation

Business Management
Mr. Mark Kirschner, CEO
Contact Information
Principal: Mr. Mark Kirschner, CEO
Customer Contact: Ms. Eileen Mishler, Director, Agency Administration
Business Category

MOVERS

Method(s) of Payment
Cash
Credit Card
Industry Tips
Contracts Movers

Customer Review Rating plus BBB Rating Summary

Bekins Van Lines, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 8010 Castleton Road

    Indianapolis, IN 46250 (800) 992-5202

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Wheaton Moving is Bekins in Livermore CA They moved our household from Oakland CA to Salt Lake City UT and delivered our goods on June 14th after promising to deliver on the third +/_ 8 days - fair enough EXCEPT we are still missing many of our possessions which they have and can't seem to deliver to us a month later. We have phoned the sales person in CA and the headquarters in IN. Yesterday we were told that we would have delivery on 7/14. Today they said so sorry, no driver so no goods. We are withholding their payment on our credit card until they complete the job we contracted for - seems reasonable to me. Of course they threatened us. Truly inexcusable, ridiculous behavior for a large business like this.

Desired Settlement: deliver now or pay us for what we need to replace, two large wool rugs, a 14 foot ladder, boxes of books, sheets, towels, miscellaneous kitchen ware

Business Response:

Your complaint states that your shipment was promised to be delivered on June 3; however, in reviewing the information for your relocation, we show that the agreed upon delivery spread or range was June 3 through June 8, inclusive. Under the terms of the bill of lading, as the customer you agree and are required to be able to accept delivery on any of the dates included in the delivery spread. Unfortunately, we did miss the delivery spread – as the majority of your items were delivered on June 14. To compensate for this delay, a check (#*******) in the amount of $450.00 was mailed to you on June 30.

 

You advised our Customer Service Department on June 15 that there were items missing from your delivery. Our Claims Department then initiated our standard tracing procedures in an attempt to locate the missing items. The items that were located were included in a second shipment which was delivered to your residence in Salt Lake City on July 19. We apologize for the delay in making the final delivery of your household items.

 

Once you have had time to unpack and inspect everything – if you feel that there are still missing or damaged items, we would ask that you file a Claim for Lost or Damaged Goods, which can be found here:

 

https://www.wheatonworldwide.com/wp-content/uploads/2015/08/verified_statement_of_claim.pdf

 

Once your claim form is received by our Claims Department, the claim will be reviewed and a settlement will be made based upon the items claimed, and the released valuation option which you selected and signed for on the bill of lading.

 

Please accept our apologies that you experienced any difficulties with your relocation.

 

 

Sincerely,

 

 

 

Eileen M******

Director, Agency Development

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

Regards,  we will file a claim for damaged furniture

***** ******

5/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid for extra insurance with Bekins Van lines because most of my possession are valuable and fragile antiques, handed down for generations is the family. I packed everything myself because of their value and I did not trust movers to pack such valuable items. many valuables were damaged, destroyed, or missing. I supplied pictures. Bekins denied my claim because they said they did not pack the items and none of the boxes were damaged. The truth is, I witnessed the movers throwing boxes, and stacking boxes that said "do not stack". What a scam! So, unless the consumer pays Bekins to pack their possessions, they will not take responsibility for damages and honor the insurance? Also, every box was labeled with content and marked fragile on all sides. There is no reason anything should have been broken: they were packed to the brim with bubble wrap and peanuts.

Desired Settlement: I would like Bekins to take responsibility for the damages and pay my claim. This is why I purchased EXTRA INSURANCE. What is the point of having insurance if Bekins will not honor it unless they do the packing? Again, what a scam

Business Response:

Dear Ms. *******:

A copy or your complaint filed with the Better Business Bureau has been received in this office and forwarded to my attention for review and response.

We understand that you are not happy with the denial of your claim for the items that were packed by owner.  Our records indicate Bekins Van Lines, Inc. did not provide the packing service for you.  We assumed responsibility for your cartons when we received your property.  However, the cartons were already packed and received by our driver with no knowledge of the condition of their contents.  Since packing was performed prior to our care, we would have no knowledge of the manner of packing and no way to determine whether or not the claimed damage was caused from insufficient packing material or incorrect packing. 

The photos you provided do not confirm damage to the exterior of the cartons that could have caused the damage you described.  There were no written notations to any items believed to be damaged at delivery or that any boxes were dropped by the crew.  We believe we delivered the containers in the same condition as we received them, therefore, we have no basis on which to assume liability for this portion of your claim.

Your correspondence to Ms. ******** indicated your desire to receive information regarding the arbitration program available to our customers through AMSA the following is the link to the brochure that will explain the process you must follow http://www.moving.org/files/arbitration/brochure_a.pdf

Please accept my apologies that you experienced any difficulties with your relocation.

Sincerely,

Kathy K******

Director, Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Business Response:

 Dear BBB:

Attached is Bekins response to our customer's complaint.  If you have any questions or require additional information please advise. 

Sincerely,

 

Kathy K******, Director, Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I mentioned in my letter, boxes do not have to be damaged for fragile antiques to break.  The movers were careless: Plus, not noted in the claim, I discovered things missing later on.  A large white cabinet, and boxes with family pictures and sewing machine.  i witnessed movers tossing boxes and stacking when they were labeled : do not stack, and "antiques: very fragile".  They need to take responsibility for the damages and I will not quit until I get reimbursed.  I have also filed a complaint with the Indiana Attorney General's office and Consumer affairs.  of course Bekins is going to deny liability:  I paid A LOT oF MONEY for extra insurance for these antiques, and I expect Bekins to honor it: they are not losing any money.  If they don't pay, i am really going to put up a stink about this company.



Regards,

******* *******


Business Response:

Dear BBB:

 

Attached is Bekins' response to the complaint and our release form.  If you have any questions please contact me .

 

Sincerely,

Kathy K******, Director Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response: Better Business Bureau:
Please tell Bekins that I appreciate the $500 offer of settlement, but it is a far cry from the total of damaged and missing items.  Please let them know that I will settle for $1000 in good faith and will sign the document
Regards,
******* *******

Business Response:

Dear BBB:

 

The offer of $500.00 was a compromise offer only and it is our only offer.  We do not agree to the $1000.00 counter offer.  Our position of denial is being maintained and there will be no further negotiation. 

 

Sincerely,

 

Kathy K******, Director, Consumer Affairs

 

4/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted with Bekins for a household goods move from Washington State to Florida. The time window given to me for delivery in Florida was immediately questioned by the drivers as Bekins had scheduled them to pick up THREE more household goods WEST of my location. Indeed, while my wife, who was already in our FL location slept on the floor waiting for her bed for four days, Bekins apparently had no intention of meeting their own deadline, instead choosing to pay the paltry daily late refund. During the unpacking and subsequent claims process I noted a number of items broken or missing. The missing items included a grave stone memorial to my dog, an outdoor copper sun, and ash tray from our honeymoon in Montreal and our crockpot. I was able to provide photos of both the grave stone in my yard and the copper sun on my house. I notified Bekins of this missing items and they said they couldn't find them. The broken items included a 3/4 scale plaster bust of Thomas Jefferson that I had purchased at the National Archives for $350 in the early 1990's, and the license plate bracket on my Harley-Davidson motorcycle. The movers dropped the motorcycle right in front of me casing leakage of a quart of oil which I claimed as well. Again, I sent photographic proof of the bust and bracket. When I claimed the broken items using their claims process, the reply was a "like item" for the bust could be found for $99. I replied no, that is a 12" version not a 3/4 scale. I sent a link to Monticello which showed my bust at a purchase price of $625 PLUS $35.95 for shipping it to me. Bekins responded that they "don't normally pay for shipping and handling.....", this is despite the term REPLACEMENT cost used. Regarding the motorcycle, they acknowledged the quart of oil, but denied the broken bracket. I know that motorcycle like the back of my hand and I KNOW that bracket was broken when they dropped it. This complaint is not being registered because of money, although I certainly expect the entire amount I claimed. Rather it boils down to this. They lost my items. They played judge and jury stating we can't find your items, so we're calling you a liar that you ever had these items and you falsified the claim stating you did! This infuriates me beyond belief.

Desired Settlement: Full restitution as per my claim well as dropping the $1000 deductible for the time, effort and misery of dealing with this company.

Business Response:

Dear Mr. ******:        

I am in receipt of a copy of your complaint filed with the Better Business Bureau.

I have reviewed the claim file and agree with the offer of settlement based on the investigation and the relocation paperwork.  The items claimed missing were not noted at the time of delivery.  All trace responses were negative and no items belonging to your shipment were located.  There is no basis for acceptance of liability.

The motorcycle license plate bracket was denied since the inventory was signed at delivery with no notation to any new damage to the motorcycle or the license plate bracket.  When a motor vehicle is delivered it is necessary to make any notations in the presence of the delivery personnel since this type of item is generally not going to remain where it was delivered it will be exposed to external elements and other external forces.

In response to the shipping charges, Bekins does reimburse for those charges only if a paid receipt is provided confirming that the shipping charges or taxes are paid when the item is replaced.  If the paid receipt is received in this office within 90 days we will include that in our settlement.

Please accept my sincere apologies for any difficulties you experienced with your relocation.  However, we cannot waive or refund the deductible amount.  You released your shipment for transportation with valuation of replacement coverage with a $1000.00 deductible and that deductible must be applied to any cash settlement offer.  The deductible applies regardless of any situation that might arise to cause the loss or damage. 

If you replace the plaster bust of Jefferson and submit the paid receipt Bekins will honor the shipping charges.

Sincerely,

Kathy K******

Director, Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

 


Business Response:

Dear BBB:

 

Attached is Bekins reply to the customers complaint along with supporting documents.  If you have any questions or require additional information do not hesitate to contact me directly.

 

Sincerely, Kathy K******, Director, Cons

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I stated in my initial complaint, Bekins has taken no responsibility for losing items of great value to me.  On top of the multitude of damages they caused on the material that did arrive.  Their "search" is a joke. And instead of taking the responsibility, they blame me!  What a completely incompetent moving company.

Regards,

****** ******


4/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I hired Bekins to move us from PA to GA. A sales rep from the local office came to my house to give me a quote. He gave me an estimate of approximately $3,950. When he informed me that this was an estimate, I asked him how much the price could change in either direction. He told me 10%. I even clarified this further by asking him, "so the total cost of the move can not exceed this estimate by more than 10%?" He reassured me that this was the maximum I would potentially have to pay. At no time did he inform me of the possibility of other services that I could potentially be provided and billed for. I even confirmed this 10% on two other occasions with Rich my local office. Again, both times, I confirmed that the move could not cost me more than 10% above the estimate his sales rep gave me. Both times he told me that was correct. On 4/1, the movers arrived to my house. They informed me that they couldn't get their truck back to my house, but that it wasn't a problem because they had already sent one of their guys back to the shop for another truck. I was never informed that this was an additional service I would be charged for, nor asked if this was okay. They acted as if this was normal, and as they kept saying, "no big deal... easy fix." Because no one ever asked for my authorization, I believed this was all part of the normal process and was included in the estimate I was given. After the loading was complete, the driver and I went through the paperwork. Again, no mention of any additional charges over than the $3,950 I was charged. I even have a copy of the form I signed with him on 4/1 (after the load was complete) showing the $3,950 I authorized to be charged to my credit card. The following day (4/2), I received a phone call informing me that I was being charged an additional $1,029.58 for the additional services provided (fees for the shuttle truck). I was shocked and obviously very upset. I had no idea I was being charged ANYTHING additional based on my interactions with the company during the load the day prior. I never authorized any additional "add-on" services or additional charges above my original agreement. I reached out to their customer service department requesting assistance, but was informed that there was nothing they could do. I can't believe a company would treat a customer this way. How can I be charged 26% more than my original quote for something I never authorized? Not to mention the fact that I was mislead into thinking it could not exceed 10%. I was never informed that an additional service (with charges significantly above my estimate) was being performed until the day AFTER the service was performed. I have asked that the corporate office do something, but they are unwilling to make this right.

Desired Settlement: Refund the $1,029.58 for the charge and services that were not authorized.

Business Response:

Dear Better Business Bureau,

Attached is Bekins reply to the customer's complaint.  If you have any questions please let me know. 

 

Sincerely,

 

Kathy K******

Director, Consumer Affairs, Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Business Response:

Dear Mr. ********:

A copy of your Better Business Bureau complaint has been forwarded to my attention for review and response. 

I have reviewed all relocation documents along with the e-mails between you and Mr. ***** ***** with our corporate customer service department.  Mr. ********, we do agree that you should receive credit for the origin shuttle service of $728.64.  The additional amount that was included in the $1,029.58 charged to you is explained in the attached spread sheet.

You will see that additional packing was performed that was not included in the original estimate.  Although the packing charges increased the unpacking charges decreased.  Since the transportation charge, fuel surcharge and valuation are all based on the actual weight, those charges increased as well.  You will notice that the difference between the amount of $1,029.58 and $728.64 is $300.94 which is the difference in the additional charges due to the weight increase.  Your estimate was a non-binding estimate which is based on the actual weight and services provided.

The original estimated weight was 8,200 pounds and the actual weight was 8,480 pounds.  As you can see that weight was estimated within 10% of the actual weight.  When the sales representative indicated that the charges would not exceed 10% of the estimate, that is the amount that can be collected by the carrier at the time of delivery in order that the customer can still receive their shipment.  Any amount in excess of the estimate + 10% is to be paid by the customer within 30 days of delivery.   Once the credit card dispute is resolved, you will receive a credit to your credit card in the amount of $728.64.

Mr. ********, please accept my sincere apologies that you experienced any difficulties with your relocation.   If you have any questions please contact me directly.

Sincerely,

Kathy K******

Director, Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

Regards,

**** ********

3/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We recently used Bekins to move from Texas to Minnesota. They moved one of our cars together with the household goods and furnitures. On Feb. 8, 2016, they delivered the household goods, furnitures, and the car. Something happened to the car in transit, i.e., something fell onto it and put a big dent. My wife, did not notice the big dent at the time but, that night when I came home, I noticed the big dent and contacted Bekins right away. I got an estimate from the local body shop and filed the claim with Bekins. A week or so later, they called my wife and said they won't pay for the damages because we signed off on the receipt. They even insulted my wife by saying "maybe you hit the car yourself and caused the damage". What a dishonest company. In hindsight, I should have read their reviews on the website and noticed their bad track record and not used them. Now, I got to spend $1,500 out of my pocket to fix the damage myself. This kind of company should not be allowed to do business.

Desired Settlement: Pay for the damage estimated by the body shop.

Business Response:

Dear Better Business Bureau

I have attached 3 documents for review in response to the customer's complaint.  If you require additional information please let me know.

Sincerely, Kathy *******, Director Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would be satisfactory, even though the resolution will only pay 50% of the damages we incurred.  Unfortunately, while I am willing to agree, the documents Bekins sent do not include any email address, mailing address, or phone number for the person in charge so, I can sign the release form and resolve the issue.  Without these information, we cannot proceed further.


Regards,

******* *******

Business Response:

Dear Better Business Bureau

I have been working with the customer this week to reach a fair settlement. They had rejected my response prior to having received my email to them addressing their issues and agreeing to review the claim again.  I had committed to replying to the customer prior to close of business Friday March 4, 2016.  I reached out today and we reached an agreement.  I issued a check to the customer today per an email agreement between Bekins and the customer.  I believe you will find that the customer is satisfied with our resolution of their complaint now. 

Sincerely,

Kathy *******, Director, Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

Regards,

******* *******

2/12/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Begins recently moved belongings from New England to North Carolina. While unloading, they damaged 4 items and, by contract were supposed to cover that damage. They sent a check to cover 3 of the items, claiming I was responsible for the 4th item. As I had photographs of all items in the move, they eventually paid for the 4th item but reduced the weight from 70 pounds to 60 pounds, as the reimbursement was by pound. This experience makes me believe this is an unethical company and I would like to warn others not to trust them.

Desired Settlement: I would like to be compensated for the damage, time and effort required. This company would not unload my belongings until paid in full and yet 4 months later they are still refusing a fair settlement.

Business Response:

Dear Better Business Bureau

I have reviewed the customer's complaint and their claim file.   I found that our adjuster has issued a supplemental check in the amount of $36.00 for the 4th item that was claimed.   She mailed the check on January 14, 2016 so the customer may have already received the check.   The first check was for $33.00 and the second check was for $36.00.  The customer released her shipment for transportation with valuation of $.60 per lb per article which was the basis for our settlement. 

If you have any questions or require additional information please do not hesitate to contact me. 

Sincerely,

 

Kathy K******, Director, Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response did not address either of the complaints:

1 - The weight of the mattress was listed as 70 pounds on the form and the company lowered it to 60 pounds to reduce the compensation, and
2 - It took more than 2 months of my contacting various people to get the (lowered) funds due to me for the mattress.

I am due monies for the true weight of the mattress as well as compensation for 2 months of work to receive a response.

 


Regards,

******** ********


11/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Contracted Bekins to perform a cross country move from Nevada to North Carolina. Pick up was scheduled for 5-5-15, delivery 5-13 thru 5-18-15. Driver arrived, too ill to leave truck. One helper made sexual advances, other 3 were smoking pot on property. Did not load entire home, left property in disarray and left blood and fecal matter in a box in our home's recycle bin. Left over items were picked up on 5-6-15. Corporate office lied and said driver would not deliver at destination but he was allowed here anyway. Corporate office could not locate our second over flow load or tell us a delivery date. Items eventually were delivered by motor carrier freight instead of moving company on 6-9-15. Considerable damage to almost every item in this over flow load. Still do not know where our goods were during that over 3 week time span. Due to our bed being in that load, we had to purchase a new bed. Among other expenses for other missing items. The moving company has now applied wrong weights to the furniture. said the damage to our washer is not their fault, says damage is pre-existing to other items and they can not support transit related damages unless we can support those damages.

Desired Settlement: We would like our damage claim paid out and honored and not dismissed/denied for the $198.00 check they have sent.

Business Response:

Dear Ms. ******,

Our corporate office was made aware of the driver’s medical issues the day of loading and the situation that you referenced was immediately addressed and resolved.  Bekins’ representatives have apologized and allowed compensation for any inconvenience you and your family experienced that day.  Bekins’ executive vice president also issued a letter of apology to you for your experience at origin. You were also offered compensation for the delay of the overflow shipment.  The shipment was never lost.  Your household goods were at the origin storage facility until they could be loaded on a truck to be transported to your delivery residence.  Bekins customer service department and its Director were in constant contact with you regarding your concerns with the loading and with the delivery of the remaining portion of your shipment. 

In response to the claim for the damaged items, you did release your shipment for transportation with valuation coverage of $.60 per lb. per article.  There was no additional coverage paid or signed for on the bill of lading.  It was your choice to waive the replacement coverage.  Since some items were denied by Ms. Rutland, as a compromise offer, I will agree to assign a repair firm to inspect the damaged items claimed to provide us with an estimate of the damage.  This does not mean that they will perform the repairs unless repairs can be made within the $.60 per lb. liability coverage.  You will be notified of the name and phone # of the repair firm that will be contacting you to arrange an appointment for the inspection.

Sincerely,
Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Kathy K******,

 

We are the ones who notified you about your driver's medical issues. He hung up on Rebecca King and then all of the crew surrounded us and let us know we should NOT have called corporate. It was not resolved, they halfway finished and then left. We were never "allowed" any compensation for our inconvenience of that day. We did receive an apology from the vice president with a $300.00 check to use any way we wanted but the back said clearly we could not get any other compensation. We were offered compensation on the delay of the overflow shipment but was never awarded to us. No, our shipment was not lost. It was overbooked on that truck and then put in a warehouse instead of being shipped to us. WE WERE NEVER TOLD IT WAS GOING TO BE PUT IN STORAGE!!  Yes, your people were in contact as we had to constantly call about our belongings,but could not provide any answers to where, when and what happened to our belongings. They were sorry but did not have answers. We released our shipment at 60 cents per pound to be delivered in a certain delivery time frame. You choose to store our belongings for almost a month and  transport it to us by a freight carrier, and causing maximum damage in the process.  Please do send your repair firm to inspect damage. The entertainment center was shattered into pieces. They could not get it off the truck. Your office deemed it was worth $24.00. THis was an 81 inch  solid wood and glass entertainment center.

Regards,

**** ******


Business Response:

I have received your rebuttal to my response.  I have confirmation that the charges were reduced by $1,170.25 as a compromise for the issues that you had with your relocation.  This was in addition to the $300.00 check that you received.  Customer Service did not issue a check for the $1,170.25 because they reduced your charges so that you did not owe us that money instead of you having to pay this amount to Bekins upon delivery of the overflow items.

 

Ms. ****** the local agent came to your residence to remove the overflow items and to take them back to the warehouse pending the assignment of a driver to transport the remaining items from NV to NC.  There was no interstate driver available at that time so there was no other option than to take them to the warehouse since they had to be removed from your residence. 

 

I offered to have a repair firm inspect the items to determine if any of the items could be repaired within the $.60 per lb. liability and to determine if the items that were denied should be accepted by us and paid to you.  If you refuse to allow an inspection of the items then we have no other option than to maintain our position.

 

I apologize that you do not agree with our position.  If you change your mind and want to proceed with the inspection please just contact me directly.

 

Sincerely,

 

Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]


       BBB# ********

Dear Ms. K******:
We have received your response.  The charge of $1170.25 was the charge for the remainder of our items that became the “over flow” that was caused by your company.  Your company was 22 days past the final day of the delivery spread. This does not include the 5 days of the spread.  At $150.00 per day, our calculations come to $3300.00, not the $1170.25. This amount only addressed the issue of your company’s delay of delivery. It does not address any of the issues of your men surrounding us in anger over us calling corporate about your driver wanting us to drive him to a hospital, the sexual remarks his helper made to two women, the pot smoking on our property, the blood and feces left on our property by the driver and his helpers. The $300.00 check was returned to A.J. S******** as it came with a letter from him. Please be sure to check your records.  It was an insult for everything your company has put us through. The check also stated on the back that we would not be able to make any other type of claim, damage or otherwise. The check was returned.
Ms. K******, we were not told that our “over flow” items were being taken to a warehouse EVER!!! We thought that the driver that picked them up the next day would be delivering them a few days after the first truck. We constantly asked and we always told that they would let us know, we’re checking on it, etc.  We are sorry that your company did not have a driver to transport all of our items to NC. When we had the move estimate completed by your company, we were not told that ALL of our items would not be on ONE TRUCK!!  If we knew our “over flow” items were to be placed in storage for a month, we would have made other arrangements for them to be shipped. Our decision to insure our property at 60 cents per pound was based on the information that our belongings were to be transported by moving van and not by freight. If we were presented with the information that our property was going by freight we would have chosen the full replacement option.   Your company left a disabled person without a bed to sleep in, without a sofa to sit on, without a TV or entertainment center to put one on.  Your company also managed to destroy two of them!  We didn’t have a washer or dryer, which was a hardship for us during the “over flow” delay.  When they did arrive, our washer is ruined and somehow it is now our fault and not your company.
Almost every item in this “over flow” shipment was damaged or completely destroyed by your company. Your company won’t cover items because you say it was already damaged, worn, scuffed or whatever you deemed the condition was. Your company totally smashed a solid wood and glass entertainment center that was 81inches long and weighed well over 200 lbs. That unit cost us $3000.00. Your company says it weighed 40 pounds and was worth $24.00.  We had to put the bolts on the washing machine as your driver never once left the truck,  your helper had other things on his mind, their day laborers were too busy getting stoned. Once again it was all wrapped in moving blankets when it left our home in NV. It all arrived here wrapped in brown paper, not one blanket on one item. We would have paid extra for the blankets to keep our items protected.  The check for $198.00 for our damaged items is just yet again another insult from your company. That doesn’t even cover the brand new cat tree that was covered in black after it left our home.  The check for $198.00 we would like to return. Who should we return it to, you or Robin Rutland?  In our last response, we said to please send someone to look at the damage your company caused. We did NOT refuse an inspection. We will never agree with what your company is saying about the damage. If it was on the original truck and not put in storage and then shipped by freight, we would not be having this correspondence now. So, once again, please send a repair firm to inspect the items.
We will wait to hear your response.
**** and ******* ******


Regards,

**** ******


11/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I relocated the contents of my home in California to Florida. I purchased and paid a premium price for Full Value Protection with $0 deductible through Bekins in Indiana. Bekins damaged my giant capacity Miele washer and dryer with stands. I filed an insurance claim for the cost to replace them totaling $9,400.23 with corporate headquarters in Indiana. Bekins concluded they were not liable for the claim stating they were shipped to a storage unit, which they were not... and also claimed I was given literature stating I would need to claim the damage with the driver, which they did not. In fact their claim forms state I have nine months to file an insurance claim. The Bekins insurance claims agent performed little due diligence and did not even discuss the facts of the matter with me. They just denied my claim, my concerns, and have refused to investigate the matter. This company has fraudulent business practices and scams people out of money they paid for FULL VALUE PROTECTION on damaged items.

Desired Settlement: I expect to be reimbursed in full for their negligence, loss, and damage to my personal property, of which I paid and contracted them to insure IN FULL, for the amount of $9,400.23.

Business Response:

This correspondence is in response to your complaint filed with the Better Business Bureau of Central Indiana. A copy of the complaint was forwarded to my attention for review and response.

I have reviewed the claim submitted and all of the paperwork prepared for your relocation. The washer and dryer #371 through 374 have extensive pre-existing damage noted on the origin inventory prepared March 15, 2015 and signed by you as being a true and complete list of the items tendered for transportation and of the state and condition of those items. There was no written notation at the time of delivery to any damage to the items now being claimed.

We have received nothing to support an acceptance of liability for the damages being claimed; therefore, we must continue to maintain our denial of liability.

Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


******* ******

** *** ****

Mill Valley, CA *****

Bekins Corporate Headquarters – Claims Department

Attn:Kathy K******

** *** *****; Indianapolis, IN **********


September 6, 2015

RE: Order 5344-1419; ******* ******; Nicasio, CA to Milton, FL

 
Dear Ms. K******:

I am in receipt of your Statements of Conclusion dated August 13 & affirmation dated September 2, 2015, which mistakes the facts of my claim.  I in fact moved two washer and dryer units.  One set of Kenmore’s from storage in California to storage in Florida, and one set of Miele’s that were in the house in California moved to within the house in Florida at **** ********** *****, Milton.  My claim solely pertains to the washers that were delivered within the house, not to storage, and those are the Miele’s detailed in my claim.

I disagree with the statements implied within Bekins’ letters that every item must be inspected as it comes off the truck and noted in order for acceptance of liability.  I moved more than 50,000 pounds with Bekins, and it’s an unrealistic expectation.  Bekins’ claim form, which I received
from your agent here in California immediately after the damage was discovered and made known in April, in fact states there is a nine-month period to file claims, of which I am within.  Nowhere within the materials provided does it state items placed in storage are not uninsurable, nor does it state damages need to be noted or made known to the driver at time of delivery. Bekins’ failure to conduct ANY due diligence in this matter is negligible,
then to deny liability after being paid for Full Value Protection is fraudulent, and a breach of contract.

Additionally, as brought fourth in my initial claim, Bekins failed to address the false coding of pre-existing damage on the inventory list as pertaining to my Miele’s.  Again, you are welcome to have a Miele factory technician examine the units for stated minor imperfections falsely coded on the manifest, at your cost.  Other than the now large dent and scrapes from the move, they do not exist.  Their lack of presence will prove your driver’s lack of credibility as well as competence. I am able to obtain proof of condition in California from the Miele technician whom serviced the appliances the day they were moved, as I had Miele install the shipping struts because I was not willing to risk my perfect condition units with Bekins’ employees. I also have witnesses that the Miele’s were in fact delivered to Florida within the house, and placed in the living room with the damaged side turned away from view.  A Miele technician in Florida will also be able to verify conditions of the appliances.     

Neither you, nor Ms. G******* have requested anything from me, nor consulted me on the facts of my claim, and I do not except the dubious conclusion that my claim made on July 28, 2015 is resolved. Should failure of Bekins’ obligation or satisfactory resolution continue I will have no choice but to escalate the matter toward legal action for the costs of my claim, additional monies for technicians to inspect and obtain affidavits, the Full Value Protection paid, as well as any and all costs associated with carrying the case. 

Regards,

******* ******
 

Business Response:

The origin inventory is prepared as a list of the items tendered for transportation and a description of the condition of the goods prior to loading. If you disputed the conditions listed this should have been pointed out at origin to the loading personnel prior to signing the origin inventory. You also had the opportunity again at delivery to dispute the origin notations and to make a notation to any new damage noted at the time of delivery. You stated in your letter that these were delivered to the living room, they then must have been moved to the utility room in order to install the units for use in the home.

Mr. ******, I do understand that you had a large shipment; however, it is the customer's responsibility to check their shipment upon delivery and to make notations to any loss or damage at that time.

The information you provided to this office for the replacement washer and dryer is not comparable to the models that you currently possess. You indicated on your claim form that the washer and dryer were purchased in 2012 for a cost of $1,999.00 and $1,399.00 respectively. There are models available that are in that price range that are more comparable to the units that you purchased.

Your offer to send an affidavit from the CA technician is appreciated but that will not be necessary nor is it necessary to have the technician in FL attest to the damage that exists. The only thing that the CA technician would be able to attest to would be that they were serviced. That technician cannot confirm that the damage you are claiming was done by the driver during the move. The only way to confirm that damage occurred during transportation is for the customer to note any new damage at the time of delivery. In this case that was not done.


Bekins' position of denial is being maintained. We do regret that you do not agree with our position and that you were not satisfied with our explanation of the denial.

 

Sincerely,


Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


The origin inventory was only a partial list and some conditions of items falsified by Bekins' driver Chris H*****, whom rushed me through signing of the numerous sheets totaling more than 67 at the end of the fourth day after the crew had been belligerent all week and verbally abusive toward both my father and myself, of which was complained about to your agent by email.  There are also sheets in the inventory that he did not have me sign.  On March 11, 2015, three days into my move, Chris also conspired with your agent to commit extortion from me for additional monies above and beyond the signed binding contract dated March 5, 2015, after Bekins had already taken possession of my most valuable furnishings and more than 40 Normal Rockwell’s and Miele appliances having placed them on two separate trucks respectively.  I was pressed to hurry to suit your driver’s schedule, and complied, not thinking a reputable company would have unscrupulous business practices, but the behavior of your driver highlights his character and credibility.

I made the claimed damage known to your agent, via email, as soon as discovered and filed my claim of damages within the appropriate amount of time as stated on Bekins’ claim form.  None of the literature provided to me by Bekins, nor the contract, states that damages need to be claimed as they come off the truck, which would have lengthened the delivery process of 64,000 pounds significantly and delayed your driver whom kept reminding me of his schedule while complaining that he was not going to be working for your company “after this move”.  You have also made an incorrect gross assumption in your letter, as the appliances have not been moved into a utility room.  They currently remain exactly where the crew delivered them in the living room. Additionally, if your clients are to verify all damages at the time of delivery it should be clearly stated within the contract, which it is not. 

The information I provided for replacement models, with stands, are comparable to the models I owned. The models I owned had a 4.0 cubic foot capacity, and although the models I’d like for replacement are Miele’s current largest capacity of 3.8 cubic feet, only available in stainless steel with stands and not my preferred white, I find them adequate replacements.  Miele has recently changed the price
structure for these capacity units, and your implied suggestion I should have selected models at the same price point is unacceptable as those small capacity models are inferior to the ones I owned. I purchased Full Value Protection to cover like size capacity Miele
washer and dryer units, the same as if one has a fully insured a Ford Excursion and that vehicle is rendered unusable, having it replaced with a Ford Focus would also be unacceptable.           

Miele technicians are impartial third parties and have the authorities to accurately speak on the condition of the appliances. The same technician serviced my units in both February and March, and knows of their condition and can attest to the fact that there were no dents, chips, stains, scratches, rubs, or other false stated coding existing on my appliances.  Even if the miscoded conditions were present they would not potentially render the machines inoperable, whereas a dents against the drums, would.  The inventory sheet also does not contain a code of D for dented or CH for chipped.  A second Miele tech in Florida will be able to verify the lack of damaged condition falsely coded by your driver, as these defects are not present on the appliances and did not magically disappear on their own.  The large denting the appliances currently have can be independently verified and compared with the statement by the first Miele technician.

Bekins was paid monies to fully insure my valuables, has conducted zero due diligence on the affairs of my claim, and continually fabricates reasons with attempts to deny liability of my claim.  I find this both dishonorable and harassing. Good business practices would have Bekins investigating beyond it’s own employees, whose salaries rely on satisfying their own needs and solely serving Berkins’ interests, and investigating my claim properly and responsibly in a manner that is customer service oriented.         

Regards,

******* ******

Business Response:

am in receipt of your most recent correspondence regarding the damage claimed to the Miele washer and dryer delivered to Florida.

Are you currently in FL or in CA? As a compromise offer Iwill assign a repair firm to inspect the washer and dryer and to take photos of the damage being claimed. They would send that report to my attention along with the photos for review. am not stating that we are accepting liability am merely agreeing to inspect the damage that is being claimed.

Please advise if you or a representative of yours will be available in the next couple of weeks to meet with our assigned representative. Once Iknow your availability Iwill assign a local firm to perform the inspection.

                Sincerely,

                Kahty K****** 

Director,Claims & Consumer Affairs

Business Response:

received your reply to my letter of 10-13-2015. My offer to send someone to inspect and take photos was not an agreement to repair  the damage. I agreed to have someone inspect the damage to  access the  damage and  to provide information for  further review of  your claim.

If your parents are to meet with the inspector Iwill need to have their information to arrange an appointment for the inspection. In our relocation records we have a phone number for *****? If this is the correct number to call to arrange an appointment please advise. This is merely an inspection not a repair authorization.

               My e-mail address is  Kathy ***** **@ wvlcorp .com. Please forward a name and phone number as a contact for the inspector.

 

              Sincerely,

              Kathy K******

    DirectorClaims & Consumer Affairs

              Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am in receipt of your most recent correspondance of October 14, 2015.  

I appreciate your offer of compromise to repair my units.  I still must remain firm that Miele conduct any repairs, as these appliances are atypical to standard washer and dryer units and require a tech that services and specializes in Miele appliances.  I have only used Miele to service them, even having paid for Miele to install the shipping struts prior to them being moved, not Bekins or a third party, because they require special care and I would appreciate the same consideration in regard to my claim.  

I am currently in California. My parents have been involved with the move both in California and in Florida and will be available to meet with a repair tech whenever scheduled.        

Kind regards, 

******* ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear Ms. K******, 

I am in receipt of your letter dated 10-22-2015.  The attachment did not come through in the BBB responses but as a separate message only within the BBB site.  I found it after my earlier reply. I sent you a reply by e-mail, and Julie has now reset the BBB site for this current response.   

I understand that your offer is not to repair any damage and to merely access the damage, however, I still believe that only Miele is qualified to conduct a diagnostic test/review and to access the proper working order and damage of their appliances.

My father's phone number has changed. Please try contacting my mother first.  My parents correct contact information is:

********* ****** ***** ********
***** ****** ***** ********
**** ********** *****
Milton, FL 32583

Let me know if there is anything else you need from me.


Sincerely, 

******* ******

Business Response:

Dear Better Business Bureau

Mr. ****** sent me this same information via email so I am having a repair firm assigned to inspect and take photos of the washer/dryer set.  They will contact Mrs. ******, the claimant's mother to arrange an appointment. 

 

Sincerely,

Kathy K******, Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear Ms. K******, 

After numerous requests, I appreciate your willingness to finally have my damaged appliances looked at.  Unfortunately, as previously stated, I believe only Miele is qualified to conduct this investigation for a few reasons as outlined below.

1. Miele is a high end European specialty brand that requires technicians certified in the sophisticated components, software, and mechanics of the appliances. This is the reason their replacement value is so high.

2. The appliances are computerized and software based.  The tech will need to communicate with the appliances through a computer with special software for any errors and codes resulting from the damage.  Appliance repair firms that versed in standard brands are not capable to fully diagnose the issues resulting from the damage caused during the move, without being trained in Miele repairs.

3. Miele is not an agent of or affiliated with Bekins and is an impartial party to this matter.  They have neither Bekins, nor my, interests placed before the repair of the appliances.  This is the most fair solution for both parties.

I must reject the offer of having a non-certified Miele technician come out to conduct an investigation and diagnosis of the damage to my appliances.  Though cost effective for Bekins, it would be tantamount to having a person with the knowledge base of repairing Kia's conduct diagnostics on a Farrari.  They are different machines with different internal systems and require different skill sets. However, I am still amenable to having the appliances inspected and diagnosed by a Miele certified technician, which would be far more cost effective for Bekins than the full replacement value of my appliances, if they can be fixed.  

Please affirm you have received this message and let me know how you'd like to proceed.

Sincerely, 

******* ******

 



 
Regards,

******* ******


Business Response:

Dear Mr. ******,

Your claim was not for any internal damage of the units.  Your claim was for dents, scratches and knicks. I am well aware of the Miele brand of appliances Mr. ******.  The type of damage you have claimed can be inspected by any technician and does not require any diagnostics. The firm that we contacted is an independent third party and is quite capable of providing an impartial analysis of the damage viewed.  It appears that you are trying to keep Bekins from inspecting these items while you continue to pushe for full replacement.  The only way that we could confirm, with any certainty, that the damage occurred in transit would be if you had made a written notation to any new damage at the time of delivery.  You did not make written notations at delivery and pre-existing damage existed prior to our handling; therefore, your claim was denied.

We have attempted to compromise with you by having the items inspected.  If you are not in agreement with allowing an inspection by the firm that we have contacted then the offer of compromise is rescinded and we are maintaining our denial of your claim.  As I have stated previously, the inspector is simply taking photos and viewing the damage they WILL NOT be repairing anything.  If you wish to obtain an inspection from a Miele authorized technician at your expense to submit for review , you are welcome to do so; however, until then there will be no further action taken and our denial is maintained.

Sincerely,

Kathy K******, Director Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

 

Business Response:

Dear Mr. ******:

When I first started to communicate with you I did try to locate a Meile authorized technician.  I had emailed Miele and searched their website.  In addition I had called 3 dealers that were over 50 miles from your location and none of them could assist.  This morning I replied to the BBB that we would take no further action; however, I did just receive a call back from a Miele representative at their corporate headquarters and he was able to put me in touch with an authorized technician in Pensacola.  I asked him why this name did not come up on the website and where else could I have looked and he told me that it changes so often they cannot keep it updated so it is not available on the website any longer. I have contacted Vet-Tech Inc. and he has agreed to inspect, take photos and report his findings to me directly.  I will pay him directly for this inspection.  

I have provided him with your parents information and the address.  I hope that this meets with your satisfaction. 

Sincerely,

Kathy K******, Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hi, Ms. K******.

I received your email dated Novemebr 5th, 2015.


Thank you for seeing this through and having a technician come out to inspect the damage.  
My understanding is that he did not conduct a diagnostic test, which I think is important to make sure that no internal damage was caused by whatever force caused the dent.  I am more than willing to have him perform the repairs, but I would like to be sure that the computer components are checked for proper working condition and not just visual defect.

I also hope you spoke with the technician about the damaged that was claimed by Chris H***** on the inventory list… and that you were informed of the current condition in the areas where supposed damaged existed, and that he affirmed my assertions.  It would be nice to know that the driver and AMS Relocation Inc., both of whom conducted themselves in a questionable manner, will be educated about Bekin's business practices and desire to maintain a good reputation.


I will be posting this same message to the BBB site and keeping the dispute open until the repairs are made and finalized.


Thanks again for your willingness have the repairs investigated and attempting to make things right.
*******      

Regards,

******* ******


Business Response:

Dear Mr ******,

I have received your dispute of the offer to have the repairs performed.  I fully understand your concern with the mechanical function of the units.  I contacted ******* at Vets-Tech Inc. to inquire about whether it will be necessary to have a diagnostic check run on the units.  

******* replied as follows "The units are installed in the laundry room they are using them. When I was there he said the washer was wobbling in spin mode I fixed that was not level. The units are working fine. Dryer had no shipping issues here..."

******* is ready and willing to perform the cosmetic repairs that he has estimated for us. All I need is your approval for him to proceed.   I await your prompt reply and acceptance of our offer.

Sincerely,

Kathy K******, Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear Ms. K******, 

Thanks for your reply concerning my Meiles. 

The dryer appears to not have been damaged and is fine as is. Even though the washer unit is functioning, I would still like a diagnostic test performed on the washer as computers and software are not meant to withstand jolts that can damage steel.  As I understand it, the appliance makes a rubbing or grinding noise when in the initial start up phase perhaps this is due to the drum making contact with the damaged corner panel and will be resolved once replaced.  For my own piece of mind, and yours, it would be best to run the diagnostic after the damaged has been repaired.   

You have my permission to conduct the cosmetic repairs, but for my own piece of mind, as I am not in Florida to test out the unit myself and my parents do not have prior experience with how the units function, I would appreciate a proper diagnosticcheckof the appliance.

Sincerely, 

******* ******

 

Business Response:

Dear Mr. ******:

I have contacted ******* @ Vets-Tech and have authorized him to perform the repairs and diagnostics as necessary to repair the washer.  I asked him to touch base with your mother as he did previously to make the arrangements. 

Sincerely,

Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

11/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint against Bekins Van Lines has not and is not currently being litigated or arbitrated. This complaint is a request for information. I have called Bekins Van Lines and requested the name and address for their corporate resident agent in the state of Maryland. So far – they have been unable or unwilling to provide that information. Maryland State law requires corporations to appoint a resident agent who is authorized to accept court papers on behalf of the corporation. This should be public information available on the states website. However, there is no listing for the Resident Agent for Bekins Van Lines, Inc. Therefore, I am requesting that Bekins Van Lines provide me with the name and address for their resident agent in the state of Maryland.

Desired Settlement: This complaint is a request for information. I have called Bekins Van Lines and requested the name and address for their corporate resident agent in the state of Maryland. So far – they have been unable or unwilling to provide that information. I am requesting that Bekins Van Lines provide me with the name and address for their corporate resident agent in the state of Maryland.

Business Response:

Dear Mr. ***,

I have received a copy of your complaint and request.  I have received no phone calls from you requesting this information so I am unsure who you have been calling?  You are correct that we are obligated to have an "agent of process " to receive any court papers on behalf of our company.  This information is available on the Federal Motor Carrier Safety Administration website.  I can give you that information.  Our processing agent for Maryland is Justin *. ****** *** **** ****** ***** ***, Annapolis, MD *****.

If there is additional information required please contact me directly.

Sincerely,

Kathy K******, Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

11/24/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Damages to furniture while in storage at Spradlin Relocation's Storage in Orlando; delivery was March, 2015; FVR insurance; nothing paid to repair. ********* Claim-order number ******** Furniture was picked up late August, 2012 by Spradlin's movers; was in storage until it was picked up by Bekins Van Lines rep in March, 2015. Delivery was made in two parts; final delivery was made mid March. I sent detailed list of damages to Bekins by April 1, 2015; I continued to work with the Bekins HQ in Indianapolis through September, 2015, to reach a resolution. I have documentation of payments made for pick up, storage, and delivery. I have documentation of communications between myself, Bekins, and Spradlin regarding the damages, the estimated cost for repair or replacement that was sent to Bekins and Spradlin by Bekins local repair estimator. I paid for full value replacement insurance during the entire process from pickup, throughout storage and for delivery. I was told by Claudia (a Spradlin employee) in late August that I should receive a final offer for damages and a check by early September. Today is 11/7/2015, I still have not received any written offer, explanation, no check and no response about when to expect closure. I intend to file a separate complaint against Bekins HQ in Indiana, because I have not received any communication from then since September 21st although I have sent a communication to them telling them that If this situation was not resolved that I would have to take other actions. I do have an offer from Bekins for a portion of the damages for which they accept responsibility, but they want me to sign a release, which I cannot do until their affiliate, Spradlin Relocation also pays for their portion of the damages. I originally thought the issue was because the two companies couldn't agree on which was to pay for what, but now I am not sure what the true issue is. My contact to secure the loading and storage of goods was Terry S******* of Spradlin Relocation. My contact during the time goods were in storage was Robin S******* of Orlando. She was also the contact during my scheduling and estimation of the final move and delivery of goods to Indiana. Claudia V***** Operations Manager, has been my contact for Spradlin Relocation since filing my claim. Her contact info **********@spradlinrelocation.com My Bekins claims adjuster was: Jessica Y****. Her contact info is: Jessica Y**** Claims Adjuster Wheaton World Wide Moving l Bekins Van Lines l Clark & Reid *************@wvlcorp.com Office: 800-932-7799 ext. 301 Fax: 317.570.4633 www.wheatonworldwide.com www.bekins.com

Desired Settlement: Based on confirmation of the damages, payment to repair or replace all damaged goods. Here is the list: Three bar stools-original cost $199 each, est. repair cost $145 each Antique Trunk-estimated repair $78 Antique oval table-estimated repair $85 Two broken dining room chairs (2 of set of 6), original cost $99 each, replace all 6-$594 Cuisenart Wine Fridge, no longer works, was a gift; want it replaced, estimated cost to replace $209. Dining Room Rug was lost-wool 5x8; original cost $549, replace. Upholstered occasional chair (red)-estimated repair $189 Armoire-estimated repair $385 Desk-estimated repair $147 Cherry lateral file-estimated repair $264, original cost $499-should be replaced Leather desk chair-estimated repair $225 Cherry Dining Table-estimated repair $865, original cost $1599-should be replaced. Ceramic Lamp-Replace; original cost $200 Garage Shelving-Replace: $49 Rubber Maid Storage-Replace $59 Total owed by both Spradlin and Bekins is $4,762.

Business Response:

Ms. *********:

I have received the complaint from the Better Business Bureau and have reviewed your claim file.  The offer that Ms. Y**** issued for the settlement of Bekins' portion of your claim is the extent of Bekins liability. The remainder of the items must be addressed by the local storage agent where your goods were stored prior to transportation to IN.  They were handled under a separate contract with Spradlin. 

The shipment was in origin storage for 3 years, Spradlin was paid for the storage and would have liability for any damage or loss that might have occurred prior to our transporting the goods from FL to IN.  Several items were referred to Spradlin for handling.  I have contacted Claudia and requested that she reply to you regarding the items that were referred to Spradlin for handling. 

Our offer of $1480.98 is being maintained.  There is also a matter of the outstanding charges owed Bekins Van Lines, Inc.  We cannot issue payment of our portion of the claim until all transportation charges have been paid. 

sincerely,

Kathy K******, Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As I have explained to Ms. Y****, the claims adjuster for Bekins, on several occasion, I cannot accept this amount from Bekins for several reasons, but mainly because at this time, I still have not received any communication from Spradlin Relocation (now a local Orlando representative of Bekins), either oral or written as to the items and amount they are responsible for.  I have filed a case with BBB of Central Florida; they have contacted Spradlin Relocation, but still have a few days to reply.  Once I have received their reply, I can revisit your offer.

However, there are some terms of your offer, even as it stands alone with which I disagree:

Dining Chairs; these 2 broken chairs are part of a set of 6, which I have not been able to locate replacements, minimum cost to replace all 6 will be $594, plus tax.  Dining Room Rug, that was lost, replacement cost is $549.  Regarding wine fridge, #133, who can say why it is no longer working; it could have been dropped/damaged internally without external damage. 

Finally regarding all damages, as a consumer, how is it that I am responsible to collect damages from anyone other than the final company making delivery.  First, how can I be sure when, how and by whom any of the items were lost or damaged, second I paid, in good faith, full replacement value insurance for the entirety of handling of my goods, from pickup, through storage and delivery.  It would seem to me that based on this, I should be fully compensated for any and all damages by Bekins Van Lines.  If there are any damages that Bekins needs to collect from anyone on either end of the shipping and/or storage of goods, that it is the responsibility of Bekins to do so.

Sincerely,

******* *********

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

[Provide details of why you are not satisfied with this resolution.]

Regards,

******* *********


11/7/2015 Problems with Product/Service
11/5/2015 Problems with Product/Service
10/19/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed a contract with bekins wherein they picked up all of our furniture and possessions in San Diego on October 1st with promised delivery 10/6 to 10/11 to our new apartment in Seattle. Prior to our move we were bombarded with emails promising that they would consistently update us from the driver and give us 48 hours notice so we could book the elevator in our new building. By Tuesday, 10/11, we hadn't heard a word and started getting anxious. It took until Thursday for Angela to leave a cryptic phone message to call back and it took several days to find out that our furniture was still in San Diego. It still is. They overbooked San Diego, our local bekins scheduler in San Diego (Ed F******) told us; Ed has been great but he has nothing to go with delivery. Despite several angry emails and calls to customer service on our end, Aaron (manager of Indiana office) has refused to put anything in writing. We poured over our original contract. They were supposed to notify us of delays in writing; instrad they dodged our calls. They have never admitted their mistake, they have never apologized. When I discussed the $150.00 a day that our contract stated was owed to us for delays, Aaron did not agree. He told me today that the 20th is the best they can do; 3 weeks now instead of the one week we agreed to. And guess what? We are living on the hardwood floors of our $2590/mos apartment rental. We've spent more than $1000 on mattresses, chairs, plates, a new vacuum cleaner (two dogs with us), a few pots and pans because we are sick of microwave meals. I started a new job as a lung transplant coordinator and am exhausted from sleeping on an air mattress. I am supposed to have my computer to take call from home next week, but it's in a warehouse in San Diego. My husband took two weeks off to settle us in, he starts Monday the 19th; he will need to get new suits. I'm sorry to ramble, this is not how we wanted to start our new life in Seattle. Getting to the point: we have begged for a new contract addendum as ours has expired. We don't have it. And our belongings are in a warehouse in San Diego with an arbitrary and unacceptable make up delivery date due to their overbooking. We realize they had no intention of honoring our contract. Fraud. Please contact EF******@bekinsa1.com to corroborate our story. He was the estimator in San Diego who has been helpful and knows how badly we have been treated. I've never had a worse customer service experience in my life.

Desired Settlement: We want acknowledgement of their mistake, an apology, delivery of our possessions asap and restitution for our suffering, I.e, we are not paying more than half of the invoice for their fraud, deception, poor customer service and delivery time of over twice as long as our signed contract. A contract addendum and written confirmation is required per their original signed contract with us. They have not even honored the original contract.

Business Response: Dear BBB:

Attached is a copy of Bekins' response to the customer's complaint.  

Sincerely,

Kathy K******* Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid


Business Response:

Occasionally circumstances develop which disrupt a shipment's delivery schedule. Please be assured that Bekins Van Lines, Inc. thoroughly explored every available option to deliver your shipment at the earliest possible time. Ihave reviewed the notes pertaining to the delay in delivery. It appears that you have been working with Mr. Aaron ****, Customer Service Supervisor . Mr. **** indicated that he has spoken with you and your husband regarding the delay in delivery and has provided updates.

We agree that the agreed delivery was to have been between 10-5 and 10-11. Bekins Van Lines does not dispute that the shipment has been delayed. When Mr. **** discussed with you,on October gth, the delivery plan, he was informed that neither of you would be available to accept the delivery the week of October 12 through October 16th. Our operations department was unable to accommodate a delivery

on October 17th as requested. Mr. **** offered to allow $50.00 per day without receipts for lodging and meals. The delay compensation policy allows for 100% of reasonable lodging and 50% of meal expenses up to $150.00 per day with documented receipts. The allowance of $150.00 per day is not automatic .

Your household goods are currently loaded and the planned delivery date is Tuesday, October 20,2015. Please submit all receipts for any purchases to Mr. **** to be reviewed and taken into consideration.

The delay claim must be submitted within 30 days of the delivery of your household goods. Upon review of the documentation provided you will be notified of the delay settlement.

Please accept my sincere apologies that you and your family have experienced any difficulties with your relocation. Mr. **** will continue to monitor the progress of your shipment and will keep you updated.

Sincerely, 

Kathy K****** 

Director,Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

i will accept this response once we have our possessions delivered, all accounted for, and in good shape! But...

the reason I am rejecting this response for now is that the facts are incorrect. Our last delivery date on our signed contract was 10/11. While I started my new job on 10/6 and my husband was to take care of the delivery, he was unavailable 10/13 to 10/15 as was mentioned, but we never said we couldn't accept delivery during those three days. I would have taken off work at my new job; it wouldn't be ideal, but my boss was and is sympathetic to moving cross country and having your moving company drop the ball, leaving you on an air mattress with no clothes, computers, living essentials etc.... It's a moot point but an important distinction that the first make up delivery date offered to us was 10/19 to 10/21, it had nothing to do with our schedules, we were entirely at the mercy of Bekins and their error in overbooking moves and rescheduling. They refused to accept responsibility and be sympathetic, we are exhausted from fighting, it's been the single worst customer service experience we've ever had.

Moving on, they finally were contrite and offered us a discount of $150/day times nine days late...this was fair, we spent more than that on clothes and just getting by on the floor of our new apartment. We are satisfied with this. 

Thank you you so much BBB for your help; we know the only reason that this turned around was because you intervened on our behalf as consumers; we are thankful that we were finally heard and received a fair response. We appreciate you and wanted you to know that, a little respect and compassion does Ho a long way.






Regards,

******* *******

10/10/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We moved from Minnesota to Oklahoma in December 2014. We had to use Bekins van lines because of my husband's new job. We were told that the driver was going to directly deliver our stuff to OK once it was picked up. The driver also had to put some things in the cab of his truck because he didn't properly judge how much room was needed to pick up our stuff. They planned on delivering the items on January 2nd, but when the date come apparently there was a miscommunication and they didn't have the staff to properly drop off our stuff. These men came and were clearly rushed. They just started bringing things in with no documentation given to either me or my husband. When they were done we were told to sign a paper and that was that. After we started unpacking boxes, we noticed we had quite a great deal of stuff missing totaling $1,800. We were told to fill out a claim with what we were missing and the approximate values. We did so in the allotted time frame. We received a letter initially stating that our claim was denied because we signed the inventory page, which acknowledges that we received everything. The problem here is that they started bringing stuff into our new house without giving us any paperwork in advance to them bringing stuff into the house. They were in a hurry and clearly stated that they had "too many jobs" to get done that day, so they just wanted to rush through so they could move on to the next job. We were not clear on what the protocol was. We called the company after we unpacked everything and was told that our stuff was taken to warehouse en route to our new house in OK. This was a shock as the driver stated that our stuff was going to be sent directly from MN to OK. After we received the denial we explained to Bekins that we were not clear on the protocol and that no paperwork was even given to us until everything was moved into the house. No one took time to do inventory with us prior to bringing in boxes. Our denial was then upheld just because we signed paperwork. This is very unprofessional and deceitful on their part. Not only were we given incorrect information about the movement of our items, the drivers then did not follow protocol apparently and we are being punished for it. In the letter it states " there were 5 other connecting shipments, and all have replied to confirm that your items were not mistakenly delivered to their residence." I would like to know how you confirm this? they could be lying as well as your drivers. If our items were not mistakenly delivered to the wrong residence, then where did they go? I am asking you reconsider your decision.

Desired Settlement: I would like compensation for our lost items as well as an explanation for how they confirm these other residences did not receive our items. I also want documentation of all place our items could have been.

Business Response:

The tracer investigation that was conducted included contacting all of the other customers whose household goods were on the moving van when your shipment was being transported. We cannot provide you with the other customer's information and I am sorry that you do not believe that you are being told the truth. The basis for the denial of the items reported as missing was the lack of written notations at the time of delivery and the results of the tracer investigation. Bekins does provide the customer with literature that informs them of their rights and responsibilities. A copy of the inventory would also have been provided to the person at origin releasing the shipment for transportation.

I have enclosed a release form as a good faith gesture only. There has been nothing provided to this office to support the loss and our denial is being maintained. As a compromise I have offered $750.00 to you as a cash settlement without an acceptance of liability.

Please sign the enclosed release form and return the signed form to my attention for prompt payment.

 Sincerely,


Kathy K******

Director, aims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

9/15/2015 Problems with Product/Service
9/13/2015 Problems with Product/Service
8/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bekins Van Lines was to pick up my household items from Hayden, Id and deliver them to Rio Rancho, NM. In the process the company upped the cost of my delivery due to an over weight charge (we were told our items weighed 2000 lbs over what the estimator said they should weigh). At that time I also realized that all of my household items loaded on the truck were noted in the household good descriptive inventory as being well worn, stained, soiled, chipped, scratched on the top, side, back, front and bottom, when in fact some of the items were new and most of the household good were indeed in good condition. I called to complain to Bekins and was in returned called by Mr. Aaron R***. He was very dismissive on the phone when I referred to Bekins own Rights and Responsibilities handbook. When I was asked for proof of the weight of the household items on the truck I was told I would get two weight tickets required by Federal Law of specific details from a certified scale signed by the weight master. I was provided with only one weight ticket which complied to this requirement. The second weight ticket had none of the requirements. After complaining and writing a long letter to Aaron R*** in Indianapolis, IN my household items were delivered by a disgruntled employee that said he had been fired. This employee was the same man who loaded the items in Idaho. We were told by Mr. R*** that we needed to be in attendance for the second weighing of our items in NM prior and after the good were delivered in order to receive proof of the actual weight of our portion of the items on the moving truck. After a long day of dealing with the truck driver and some people he organized to unload our goods (he found them at a truck stop, when we were told in an email that the off loading people would come from a Bekins Destination agent here in NM. We had 19 phone calls that day to and from people involved with this delivery. At least one call was to tell the relocation agent that the driver was shouting and being very intimidating to not only us but the people he had hired to unload our things. I am a 82 year old woman and my daughter of 57 years was there with me. This was a very very frightening situation for us. Many of my household goods were ruined in the move and i could not take pictures of many of the items due to the angry driver. The destination agent was to be there for both of the weigh ins and was only there for the first. Even after calling to let the destination agent know that the driver said to us that he was not re-weighing the truck and he said he as done and just dropping the truck off. I am the one who is calling several times a week to get this finalized and have now decided that after numerous calls and questions this company in not willing to satisfy my complaint or willing to comply with their own requirements in the Rights and Responsibilities handbook they gave me on starting this move. I feel this company did not provide the services that were promised. Thank you for looking into this matter.

Desired Settlement: I would like my billing adjusted and the items damaged in the transport to be reimbursed.

Business Response: Dear BBB:

Attached is Bekins reply to the customer's complaint.  I have mailed the original to the customer today. 

Sincerely,


Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid


Business Response:

A copy of your complaint filed with the Better Business Bureau has been received in this office and forwarded to my attention for review and response.

Upon the completion of a household delivery, the paperwork is forwarded to our corporate office. All interstate movers are required to audit the charges assessed on the bill of lading. This monitoring procedure makes certain that all charges are properly and accurately billed. In most cases the payment made at the time of the shipment delivery is final. However to comply with federal regulations governing household goods interstate carriers a carrier may refund money to the customer or a correction may be made which results in an additional billing. Once the audit is performed for your relocation you will receive notification if a refund is processed.

In reference to your concerns about damages, I have attached a claim form for your completion. You have nine months from the date of delivery to submit the claim form to our corporate office listed on the form. We ask that you not repair or discard any items in case an inspection is necessary to determine the extent of the damage.

Ms. Ward, please accept my apologies that our services did not meet with your expectations. Our entire organization is genuinely concerned that all of our customers receive smooth and trouble free relocations. When our services fall short we do appreciate hearing about it so that corrective action may be taken.

 Sincerley,

Kathy K******

Director,Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

8/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This complaint involves my claim for damages resulting from a relocation performed by Bekins movers. I am submitting this complaint to request assistance in obtaining a resolution that includes answers to two questions which Bekins representatives have failed to answer. I will provide documents to show that I have over many weeks written letters to Bekins, and sent emails to Bekins, and placed phone calls to Bekins, and my claim is still unresolved. If the option exists - I will attach a pdf containing all relevant documents to this complaint. Question 1: (see attached pdf) Refer to the May 26th letter from Jessica Y**** (at Bekins) for an explanation of the claim I submitted for damaged or missing items. Jessica states that no payment can be issued due to the shipment under "Option B." I do not know what "Option B" is and I requested a copy of "Option B" in my email. I am asking the BBB for help in getting an answer to this question. Question 2: Refer to my email dated June 22, 2015 to Jessica Y****. The document called "Order For Service" shows a Not-To-Exceed-Cost of $6995.37 but the final bill was for $7516.53. This difference was not expected and I asked for an explanation which I have not received. I am asking the BBB for help in getting an explanation to this question. Refer to the May 26th letter from Jessica Y****. She states that Bekins has no basis to assume liability for a missing motorcycle helmet. I disagree with that for the following reasons. Literally all of my cycling gear was stored in the trunk listed as item #46 on the damage report. That gear includes my bicycle helmet, motorcycle helmet, and various other gear. I acknowledged receipt of the trunk expecting the contents were intact. When I determined that the motorcycle was missing I inspected the boxes. As it was not found I included the helmet with the claim form. I should also add that this helmet was listed on the inventory form which was faxed to David A****, the Bekins Agent at Texas A-1 Movers. The delivery driver never gave me instructions to perform a full inspection of all contents of all containers during delivery. I suggest the reason for that is because it just isn't reasonable or even possible with a large shipment. In addition, a customer is legally entitled to up to 9 months to complete inspections. In my June letter to Jessica Y**** I indicated that there were problems with their process. This appears to be confirmed given that Jessica NOW claims, a year after the move, that there was a billing error resulting in a balance due. My relocation was a corporate move billed to the company. I am not responsible for any billing, especially Bekins errors. Furthermore, based on the Not-To-Exceed cost documents it appears that Bekins owes the company a credit of $521.16 (7516.53 – 6995.37). At best, this is evidence of a deceptive business practice, and possibly fraud. I regret that I am forced to contact the BBB just to get answers to questions that were previously asked and so conveniently ignored by Jessica at Bekins.

Desired Settlement: I am seeking the following resolutions to this complaint. 1. Answers to question 1 and 2 above. 2. A copy of the Inventory Bingo Sheet from the delivery destination. 3. My claim for damages of $530 should be honored. 4. A credit of $521.16 should be issued to FMS due to over-billing.

Business Response:

I have reviewed the claim file and all of the relocation paperwork. There was no attachment with the complaint on the BBB website; however, a copy of your estimate and bill of lading were contained within our order file. Although you had a binding estimate, the valuation is not included in the binding estimate price that is why it is outlined separately because the customer is to declare the valuation on the bill of lading the day of loading. The system notes indicate that Mindi with Texas A-1 Movers, Inc. updated the system with valuation of RVP-B which carries a $250.00 deductible. This update was done on 7-3-2014. When the claim was received the bill of lading was reviewed to determine the valuation that you selected the day of loading. It was discovered that you had not signed the valuation section for the desired $250.00 deductible. The federal regulations state that replacement coverage with no deductible should be charged as the default when the customer fails to sign for their desired coverage. Your company had been charged for the $250.00 deductible of $470.00. Replacement coverage with no deductible costs more and the charge for that coverage is $660.00. There is no refund due your employer.

Your shipment delivered into a private storage facility and your own statement confirms that you did not make notations to the damaged items upon delivery into the private storage facility. Normally liability would not be accepted if there are no written notations at the time of delivery to a private or mini storage facility. In your case, Ms. Y**** made an exception to the policy and allowed for damaged items of $230.00. In order to pay the claim settlement offered, the valuation coverage must be paid. 

In an effort to bring your claim to a conclusion, I am offering to issue payment to you of $230.00 and I will ask our collections department not to pursue collection of the additional $190.00. If you are in agreement with this offer, please reply to me at my email address of ***** *******************. Upon receipt of your confirmation, I will issue your payment.

Mr. ***, please accept my sincere apologies that you experienced any difficulties with your relocation.

Sincerely, 

Kathy K******

Director, Claims & Consumer Affairs

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Regarding any document attachments... when this complaint was filed online there was no option provided to attach any files to the BBB complaint.  So the pdf attachment was sent on the same day to **************** with instructions to include it with the complaint.

I find it very interesting how the response from Bekins simply ignores selected parts of my complaint.  My original claim was $530.  If Bekins had responded with a reasonable offer we would be done.  It has become clear that further argument would be a waste of time.  I would be willing settle this for now $450.00 otherwise I will seek an alternative solution.


Regards,

******* ***

Business Response: Dear BBB:

I have reviewed the customer's rejection and we will not agree to pay him $450.00.  The claim payment will be $230.00, we are not applying the deductible of $250.00 which was the valuation that was collected.

We have offered replacement coverage and have waived the fee of $190.00.   Basically this amounts to $420.00 that Bekins has agreed to either pay or waive.  IF the customer wishes to keep the original valuation that was paid for and have the deductible applied to a settlement of $450.00 that leaves him with a check of only $200.00.  We are offering to pay him the $230.00 that was originally offered and to waive the $190.00 fee for full replacement value with no deductible.  We are not accepting liability for the helmet that he claimed as missing.

I apologize that the customer does not agree with our position; however, our last offer was our full and final offer of settlement. 

Sincerely,


Kathy K******
Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

It appears that we keep going in circles on some issues.  I outlined my questions very clearly in my original complaint, and I STILLLLL do not have clarification.  Any sensible person would find it suspicious that Bekins would discover a new fee a year late – only after I filed a damage claim.   Even if the fee is valid, I would submit that it was already waived due to their own negligence.

As previously stated... The Bekins document called "Order For Service" shows a Not-To-Exceed-Cost of $6995.37 but the final bill was for $7516.53.  I need an explanation for this difference.  I don't know how to make this any clearer.  Explain the difference.  Explain the difference.

My original claim was submitted for $530 with no deductible.  It appears that Bekins agrees that there should be no deductible.  So the issue with my damage claim concerns the missing helmet.    I listed this helmet specifically with other property at origin based on the request of the Bekins agent.  If there is a document showing that this helmet was received – please provide copy.  Otherwise,  I cannot accept 100% of the liability for the loss of this item.  I offered a reasonable compromise and if that is rejected by Bekins then this will be an outstanding issue.


Regards,

******* ***

Business Response:

A copy of your dispute with the Better Business Bureau has been received. In my letter dated July 24, 2015 paragraph 2, I did explain the increase from $6995.37 that was estimated to the amount that was billed of $7,516.53. The estimate $6995.37 does not include the valuation for the $250.00 deductible or for the replacement coverage with no deductible. Please refer to your original estimate page 1 (see attached) where it lists the various costs for the valuation that would increase the overall charge. The valuation of $470.00 was added to the original cost when the $250.00 deductible was requested. As you can see the charge for $6995.37 is for valuation of $.60 per lb. only, not replacement coverage options.

When a claim is filed the original relocation paperwork is reviewed and copied for the claim file. The adjuster reviews the valuation that is charged which in this case was for RVP-B which carries a deductible. Ms. Y**** issued an offer to you on May 26, 2015 that included a deductible and you replied to her on June 29, 2015 disputing that settlement and the deductible. Since there was a discrepancy between the valuation collected and what was signed for on the bill of lading (in this case you did not sign for any type of valuation) Ms. Y**** referred to the FMCSA consumer regulations and new settlement offer was prepared with valuation at replacement with no deductible; however, that valuation was $190.00 more than the valuation collected for a total of $660.00. This valuation was not paid for previously so an invoice was prepared for $190.00. In my letter of July 24, 2015 I offered to waive that charge and issue payment to you of $230.00.

Your original complaint indicated that you had stored the helmet in the trunk #46 on our inventory. Item #46 lists the trunk only and does not indicate that there were any items packed inside the trunk. The inventory (see attached) was signed at delivery with no notations to any items missing. The high value inventory or "Items of Extraordinary Value Inventory Form" (see attached) was signed at delivery with no notations to anything missing. This form also lists only a camera and no helmet. Our denial of the helmet is being maintained.

The customer does have a responsibility to check the shipment and to make any notations to loss or damage at the time of delivery in the presence of the delivery personnel.

I hope this helps you to better understand our position. I have issued the check for $230.00 and have closed our claim file. Your endorsement of the enclosed check will serve as our release. There will be no further review of your claim.

Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Under Federal law the customer has 9 months to inspect the shipment for damaged or missing items.  And I followed that rule.  The customer is not required to unpack while the shipment is being delivered which is what Bekins is offering as the reason for denying part of my claim.  I do not consider this matter resolved.

Regards,

******* ***

7/30/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I contracted the services of Bekins to move our household goods from ****** ** to *** ****** **. The pick up/loading date was 13 July 2015. Due to Bekins miscalculation of the amount of goods we had to move, they failed to have enough room on one truck to hold all of our items. An additional truck was sent out much later that day. The household goods on the first truck were delivered on 18 July 2015. The remaining items that were picked up on the second truck have failed to be delivered and there is no projected delivery date. The items remaining to be delivered include a couple of thousand dollars worth of equipment such as a riding lawn mower. Bekins representative Rebecca K*** has been our point of contact and she has less than helpful in the matter. Her last response via email is as follows: "Re: ********* ** Portion No Driver yet. Rebecca_K***@wvlcorp.com (Rebecca_K***@wvlcorp.com) Add to contacts 7/22/15 Keep this message at the top of your inbox To: **** **** Rebecca_K***@wvlcorp.com Good Morning ****, I just wanted to clarify a couple of things regarding your move. First I realize that not having your total shipment is very disconcerting, however you do have 93% of your household goods. Secondly, I want you to know that I am working at the Corporate Office of Bekins. This gives me the opportunity to plea your case to the planners and dispatchers to get your goods to you as soon as possible. Although I continue to make this known , we have not yet found a driver heading your way with the space available to add your shipment. I recognize the frustration this has caused you. I want to assure you that I am working very hard to get your shipment to you. I will continue to work on this daily, and will provide you updates every 2 days. Warm Regards, Rebecca Rebecca S. K*** Move Manager, Customer Service Wheaton World Wide | Bekins Van Lines | Clark & Reid 8010 Castleton Rd., Indianapolis, IN 46250 800-248-4810 | Fax 317-570-4635 rebecca_k***@wvlcorp.com Bekins has failed to meet their contractual obligations and are indifferent in resolving this issue. It comes down to they failed to accurately gauge the size of the job and now it would cost them money to correct it. They can't even give a "No Later Than Date" for delivery.

Desired Settlement: Simply the timely delivery of our household goods is the main goal. Furthermore since we have already paid in full for the job, we feel a refund or credit for a portion of the charge. Since my husband is still an active member of the *** ******** ***** and I at the time of the move was a *** ***** ******** ******** feel this business should not be recommended for any future moves of military members. Sincerely, **** *** ****** ****

Business Response:

I am in receipt of a copy of your complaint filed with the Better Business Bureau regarding the delay of the overflow portion of your shipment.

It is standard procedure for Wheaton World Wide Moving to load all items in a shipment on one van. The estimated weight was within 10% of the actual weight of your entire shipment. To limit the possibility of delaying your entire shipment we loaded, on the originally assigned van, the items necessary for you to set up your household and will be transporting the remainder on the next available van. At this time there are no available drivers to transport the items. Bekins operations is investigating alternative services to accommodate your shipment.

Ms. K*** has been following up on your shipment with our operations department in order to provide you with updates. If there is no driver available the only update she can provide is to let you know that no driver is assigned and that she will continue to monitor your shipment status.

I have attached a copy of the tariff item that pertains to a delayed shipment. Unless the shipment is more than 20% of the overall shipment and contains essential items there is no delay compensation.

I have notified our operations department of your continued frustration with the circumstances and they have assured me that every effort is being made to locate transportation for the remainder of your shipment.

                  Please accept my apologies that any portion of your shipment has been delayed and that you and your family have been inconvenienced by your relocation with Bekins Van Lines, Inc.

                  Sincerely,

                  Kathy Kendall

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

With the current reasoning from the Business, the business can keep providing the same reasons for delaying the delivery of our shipment INDEFINITELY.  We could accept the situation a little better if they could at least provide a NO LATER THAN DATE.


The response is less than adequate to address the issue.

Regards,

**** ****

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 8 June I received a quote from Bekins Moving Company to move my household possessions from Jacksonville Florida to Hazle Township Pennsylvania. The quote stated that Bekins would pack my household goods from 15 and 16 June 2015, load my goods onto a moving truck on 17 June 2015 and deliver my goods to Hazle Township no later than 27 June, 2015 for a price not to excheed $10,495.94. Bekins packers did show up to pack on 15 and 16 June. On 17 June they showed up to load my goods. They explained that their Jacksonville Florida branch was extremely backed up and they could not load my goods onto a larger truck for transport. Instead they loaded my goods onto two smaller trucks and explained that they would have to load them onto a larger truck for transport. This is where the problems began. They wanted to extend the loading into Saturday 20 June. I explained that this was not feasible because my family and myself were leaving for Pennsylvania early in the morning on the 20th. The Bekins packers then began to hastily load my goods explaining that they had another job to load after finishing mine. As they loaded the household goods and the larger tools in my garage they did not cushion them or pack them properly because they were rushed for time. I asked them to please be careful when loading and use cushioning pads etc. They made a small show of doing that but continued to load my goods, especially my garage goods in a very careless manner. They did complete the loading on Friday the 19th and we left on the 20th for Pennsylvania. We began querying Bekins for a delivery date and Bekins then began a game of omission and evasion stating that they were looking for a driver to pick up our goods (in the truck) and drive them to Pennsylvania. After many phone calls we still did not receive an answer. We explained that both my wife and I were starting new jobs in Pennsylvania on 29 June and that we could not wait beyond the 27 June promised delivery date. On Tuesday 23 June we then tried to contact a manage named Angela at Bekins home office in Indianapolis. We asked the individual handling our account to please contact us. Again the game of omission and evasion and we did not hear from her till 26 June after my wife had left a final curt message to call. When she did finally call she stated that she "was too busy" to call us. She did finally have an answer for us and said our goods would be delivered between 8 and 10AM on Sunday, 29 June 2015. On the 29th we received a call from the driver who said the truck was broken down approximately a 100 miles away and they were not sure if they could make it. At that point my wife contacted her new employer and moved her start date back to 30 June. The truck did arrive on Sunday 29 June at 6:30PM. A group of movers showed up and opened the truck to start unpacking. While I was watching them open the side of the truck I notice my household goods begin to fall out of the door because who ever transferred my goods from the two smaller trucks to a larger truck did it very crudely and did not pack my goods in a manner that would ensure safe transport. The head of the moving crew informed us that they could not count off package and box numbers against the invoice because they would be too busy to unload at this late time but we could do it if we desired. We could not perform this task because they started unpacking the truck very rapidly due to the late Sunday hour. As they unloaded we began to notice boxes with the tops crushed in because they were improperly loaded. They also scratched and damaged a good deal of my furniture because it was improperly packed and cushioned. They finished unloading and I signed the paper work accepting my goods finally at 12:30AM on 30 June, 2015. The bill of lading was blank and did not have a final price on it. I was told that an itemized bill would be provided within the next day or so. An itemized bill was not provided until 10 July after I contacted Bekins. Despite not providing a bill Bekins had no problem charging $9766.41 on my credit card. This is extremely unsatisfactory, charging their fee on my credit card without a correct and itemized bill. Additionally, I had to get up a few hours later and start my new job on that very, 30 June. This again was unacceptable. As my wife and myself began to unpack boxes and goods we began to notice how hastily they packed out and loaded our goods. Boxes were crushed, furniture scratched or damaged and upon unloading boxes we noticed items improperly wrapped and heavy objects placed on top of fragile items etc. My wife again tried numerous times to contact the manager Angela with no avail. She finally contacted Angela on 3 July and asked what Bekins could do for us because of the extreme situations they put us through. Again the game of omission and evasion. Angela has still not contacted me or my spouse. It is fair to note that prior to our goods being delivered to us that they said they would take $150.00 off our bill. This however is insulting due to the degradations, damage and waiting that we had to endure waiting for our household goods. The $150.00 discount equates to a 1.5% discount on a bill totally close to $10,000. This and their unwillingness to further contact us is extremely unprofessional and insulting. They had no problems delivering our goods late and damaged while charging my credit card without a correct and itemized bill.

Desired Settlement: Bekins needs to be realistic and in their delivery miscalculations, unprofessional composure and damage incurred upon my wife, myself and my household goods. They additionally need to address the day of lost work my wife had to incur because of the possible mis-delivery on 29 June.

Business Response:

I have received a copy of your complaint filed with the Better Business Bureau. Thank you for taking the time to make us aware of your concerns.

Occasionally, circumstances develop which disrupt a shipment's delivery schedule. Please be assured that Wheaton World Wide Moving, Inc. thoroughly explored every available option to deliver your shipment at the earliest possible time.

Our customer service department did allow compensation of $150.00 for 2 days delay. The amount of $150.00 was deducted from the final charges as agreed. There is no additional compensation allowed for the delay.

In response to the damages incurred during the transportation of your household goods, the record reflects that forms were sent to you. Please complete the claim forms per the instruction sheet and return the signed claim forms to this office. Upon receipt of the completed forms you will be contacted regarding the handling of your claim.

Please accept my sincere apologies that you and your family experienced any difficulties with your relocation.

 

                           Sincerely,


                           Kathy K******, Director, Claims & Consumer Affairs
                           Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

7/3/2015 Problems with Product/Service | Complaint Details Unavailable
6/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The issue is about our move from Albuquerque, NM to Centennial, CO (Order *********). Per the instructions provided by Bekins, we had nine months after delivery to file a claim. We filed a claim before this deadline on Feb. 8, 15. Bekins responded after one and a half month on Mar. 25, denying full claim for 12 items, and offering meager compensation for 9 items. It is worth noting that among the items for which Bekins had to make a cost determination, $30 was the highest amount offered for any item. All the items whose replacement or repair cost was higher were ignored conveniently. We rejected Bekins' offer and responded with supporting photos of the damage. Instead of sending an inspector to make a determination of the loss, Bekins responded after a month keeping their initial offer except for one item - a meager compensation for a big patch on the car where the paint was damaged. Before our move, some minor pre-existing damage was noted by movers. Our claim is ONLY for the new damage that happened DURING the move - not BEFORE or AFTER!!!! Bekins is trying to imply that after the move, we somehow managed to move the very expensive, imported, and irreplaceable furniture that is multiple times heavier than us, dragged it on the carpet, smashed it from the back, put it back in place, and filed a claim - A RIDICULOUS ASSUMPTION!!! Same goes for the freezer that is unused and untouched since the move because its top was damaged badly during the move. Even though we bought the most expensive insurance, it is obvious that Bekins is not willing to take responsibility, and is simply trying to compensate in nickles and dimes. This is UNACCEPTABLE!!!

Desired Settlement: 1. The amount offered for the eight kitchen items listed in Bekins March 20 letter needs to be at least 4 times (they are specialty imported items). 2. Missing items - Flower dessert bowl, kitchen mat, foot mats, chair covers, box of tapes. Need full compensation or replacement. (Please check with the movers - the amount of time they gave us to account for every single item was ZERO.) 3. Dining table, bathroom chair, footboard - the damage shown in the photos we sent happened DURING the move. There is more pre-existing damage to these items that is NOT BEING CLAIMED. Either get them repaired, or send an inspector to estimate the cost of repair and compensate accordingly. 4. Freezer and Dressing Table - Freezer needs to replaced or compensated for the full amount. It is not usable. Dressing table needs to be repaired or inspected by an inspector to estimate cost of repair and compensated accordingly. We did not list a single item in the claim that was not lost/damaged during the move. As a matter of fact, after filing the claim, we realized that we did not list the two missing glass tops for the serving trolley. However, we did not pursue a claim for those glass tops because we had filed the claim with Bekins already.

Business Response:

I have reviewed the claim file. Your shipment delivered June 23, 2014 and your claim form was received by Bekins Van Lines, Inc. on February 10, 2015. The majority of the claim form was void of any amounts claimed and several of the columns were blank. There were 23 items claimed and only 8 items had amounts claimed. Ms. ******** provided a settlement for some of the items based on her prior claims experience with similar items being claimed. You were asked to provide additional information and amounts claimed for the items being disputed. You did provide photos of some items; however, the photos do not provide the brand, manufacturer or make and model of the items claimed. It is the customer's responsibility to support the claimed amounts. Please provide this office with additional information to support the value of the items claimed. The amounts offered do seem to be fair amounts for the items in the photos.

The denial of the dressing table, footboard and freezer are being maintained since there was considerable pre-existing damage to these items prior to loading and nothing was noted as damaged in the presence of the delivery personnel. The customer does have a responsibility to check their items and make any notations to new damage at the time of delivery. This is the only way that we can confirm that loss or damage occurred in transit. The denial of the reported missing items is also being maintained.

I do apologize that you and your family experienced any difficulties with your relocation and that it was necessary for you to file a claim.

Sincerely,

Kathy K******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As far as the offered settlement value of the items is concerned, the best I could do was provide the photos which I did. The items were imported 25-30 years ago, and are impossible to find today. Additionally, I do not have receipts from so long ago. 

It is true that the pre-existing damage to the foot board and dining table was noted before the move; however, the claim is for the additional damage caused during the move. I have no way to prove this additional damage other than providing the new damage photos which I did. If you took photos of the pre-existing damage, you are welcome to compare the two versions. 

There was ABSOLUTELY NO PRE-EXISTING DAMAGE NOTED FOR THE BACK OF THE DRESSING TABLE (PHOTO ATTACHED AGAIN), AS WELL AS THE FREEZER (PHOTO ATTACHED AGAIN). If your position is that it was pre-existing, please share the records with me! The damage to these 2 items is considerable and non-negotiable. 

As for the missing items, since the loss is not huge, I am willing to take this loss.

In summary, as a bare minimum, I will accept the offered compensation of $532 plus $300 for the freezer as claimed plus $200 for repairing the dressing table.

Regards,

****** *****

Business Response:

Your complaint response filed with the Better Business Bureau has been reviewed a forwarded to my attention for review and response.

There has been no new information provided in your response that would alter our position. We have reviewed the pictures presented for the dressing table and freezer the damage is not consistent with transit related damaged.

In further review of the inventory we cannot locate the reported damage freezer to confirm this item was ever tendered by us for your relocation. There was no inventory number provided on the claim form to support us tendering the item. As mentioned in our previous response there were no notations made at the time of delivery of any new transit damage in the presence of the driver.

The offer presented in our May 13, 2015 letter in the amount of $532.00 remains valid. Cordially,

***** ****

Claims, Manager Bekins Van Lines

6/10/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I shipped several valuable pieces from Massapequa Park, NY to Plano, TX. When the shipment was being loaded by the moving company, they removed the legs from our piano causing the piano to fall over due to instability. The fall broke the peddles off. The legs should have never been removed and was negligence. The piano bench was cracked on two corners, also from removing the legs. The packers put valuable pieces, LLardo porcelain and English Bone China Candlestick in a box with a 6.2 pound candelabra. Both pieces were broken. Fine breakable items should not have been packed with heavy brass items. I paid for FULL REPLACEMENT Value protection with a $500.00 deductible. The total full replacement value of the items would be $2,250.00. However, I am not asking for replacement of the piano, the bench or the candlestick (one of a pair.) I only want full repair cost! Bekins stated that the repair cost for the two pieces using their repair service would be $690. The have stated the value of the LLardo and Candlestick is only $100 each because I did not notify them of items of high value. They never supplied me with a declaration form for high valued items or informed me that such a form was required. In Bekins letter, "The carrier's liability defaults to $100.00 per pound per article for each item that was not properly documented on the High Value Inventory Control Form." Their records should show that their shippers and sales people do not mention this at any time! The entire shipment was high value items, that is why I requested a total shipment value of $10,000. This is noted on the original Bill of Lading. Their first response letter stated that I did not take any exceptions to new damage at the time of delivery. This is completely untrue as they were called notifying them of the damage to the piano prior to delivery. We wrote on the bill of lading the piano was damaged. Their driver refused to sign it saying it was damage at origin. The other broken pieces could not be noted until the boxes were unpacked and everything was examined. This cannot happen at time of delivery. It is unreasonable and misleading. The shipment was picked up on 1/26/15 in NY and received 2/6/15 in TX. The claim was made on 3/5/15. Bekins responded 4/6/15. The sent me a check for $490.00. Even though they are not paying full replacement value, they are still deducting the $500.00 deductible. Not only is that wrong, their policies are devious and completely misleading. On 4/26/15 I sent another letter requesting that the $500 deductible be paid to me. I am not looking not get rich here. I want what is right. The response letter, not received until 6/1/15 stating simply, "Please not the BVL Tarriff 100 http://www.bekins.com/media/176927/bvl100 effective -5-15-15.pdf. (I had to search to find this information as link is "broken.") First, this referenced document became effective after my shipment, after my claim and after my second request for resolution. Even then, it does not address the fact that I was mislead and they are still refusing to stand behind the product they sold. I want them to do what is right and stand behind their service.

Desired Settlement: $500 deductible paid or "refunded" so piano and bench can be repaired without my having further out of pocket due to their negligence. A bonus would be replacement of the LLardo and full repair cost of the candlestick.

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Submission of insurance claim - 10/5/14 and 1/20/15. Claim rep handling this claim - Kristen G*******. Paid $629.37 for a claim of full amount $9233.37. I submitted their claim forms, photos, and other support materials and it was not acceptable and they offered less than full market value for the claim although we paid almost $1000. for that full coverage. We did exactly what they asked of us but they are not willing to covered the damaged goods for their current value. They have sent us checks for the $600 amount which we are not cashing until this dispute lives up to the coverage we paid for. The move from winfield, il to skippack, pa occured the end of June.

Desired Settlement: Since we paid for full coverage at current market value we want the settlement to live up to that agreement. we want a cash settlement that covers the full replacement cost of the items in question from the move.

Business Response:

Ms. ****** a tracer investigation was conducted for the items reported as missing and all participating parties were notified that you had reported a loss.  The trace included contacting the other customers whose household goods were transported on the trailer with your items.  All responses were negative and no items belonging to your shipment were located.  We also checked with the driver and the agent that handled your move.   The results of the trace were negative.  There were no written notations made at the time of delivery to any items believed to be missing.  Our denial of your claim for missing items must be maintained.  

 

The items claimed as damaged have been paid for a total of $629.37.  You mentioned that we allow a customer 9 months to file a claim.  That is a tariff regulation that allows the customer 9 months to file a claim.  There is no regulation that requires a carrier to accept liability for every claim that is filed.  The investigation of the claim is the determining factor as to whether a claim is accepted or denied.  The results of our investigation did not support a basis for acceptance of liability for any items reported as missing. 

 

We do regret that your relocation was not without incident and that you found it necessary to file a claim.

 

Sincerely,

 

 

Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The reason we are not satisfied is they seem to focus only on the 2 sets of missing items and not on the other items.  We paid an extra approximtely $1000 to cover damage to items and we had a reproduction of an antique lamp that was totally shattered.  It was bought back in the 1970s so I went online to try to find something similar to it and provided documentation from amazon on a similar lamp with its current market value.  It was approximately $320.  They have not paid that for us to be able to fully purchase another lamp.  There was a carpet cleaner/vacuum that also had its container totally shattered(it was plastic).  So again provided them with information from where we had purchased it (it was Kohls) the price was around $250.  We have gotten nothing for that.  We had a jewelry armoire that was marred and had gauges in it valued at $268 - got nothing for that. 

If I take off the items that were lost from the total value of the items damaged it comes to approximately $1082.00 and that does not include taxes that we would have to pay on buying the items back.  (This is a commentary on today's society - I don't think people today if they saw sterling silver would admit to having gotten it by mistake - so just because people said they don't have it certainly doesnt mean they didnt get it by mistake and then decided to keep it since it was worth something!!! But it appears they are willing to believe them vs. us) 

As you said, they have sent checks that totaled $629.00 but since we paid insurance to cover full current market value they have not done that.  They are short by about $453.00.  So since we paid $1000. for that coverage, I would expect them to honor it.  And if you do the math after having paid $1000 for coverage they are not honoring, we get a woping $82.!) 

All I'm asking is for them to honor the coverage we paid for for the items that were damaged at this point.  So please tell them to not focus on the missing items(I get it - we are out the money for it - its gone and we have no recourse) but  focus on the damaged ones. 



Regards,

******* ******

Business Response:

Ms. ****** the claim was investigated and offered based on information provided and our research conducted. There were no markings on the lamp to indicate that it was of exceptional value and you had indicated on your claim form that the original purchase price of the lamp was $49.95. Ms. G******* researched several lamps similar to the photo of your lamp and provided you with a fair settlement for replacement of a similar lamp in the amount of $150.00. I have attached printouts from several websites to support the amount offered.

There was no photo provided of the carpet cleaner that was damaged; however, based on the information you provided several similar type carpet cleaners were located and a fair offer was made based on the research conducted. If you wish to provide an original purchase receipt that would confirm the brand and model of carpet cleaner you owned then we will be happy to review that portion of your claim.

You mentioned that you had paid for valuation coverage of $1,000.00. Ms. ****** the amount paid for the coverage, $980.00, has no bearing on the calculations of the settlement of your claim. There are many relocations that have additional coverage where no claim is filed.

The payment of coverage does not guarantee that the claim will be paid as claimed. It does allow the claim to be considered for repair I replacement versus $.60 per lb. The valuation is also considered when determining the extent of carrier liability. If the carrier is not liable for all items claimed then a portion of the claim might be denied as was the case with the items claimed missing. The amount offered for the jewelry armoire was for a repair cost. The damage claimed did not render the item useless, it was minor damage that would be repairable.

        We do regret that you remain dissatisfied with the offer of settlement; however, there has been no new information provided to cause a reconsideration of the amount allowed.

        Sincerely, 

          Kathy K******

        Director, Claims & Consumer Affairs

        Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There are 2 separate items here; the lamp and the rug cleaner. 

Although I appreciate Bekin shopping for me, in order to do a replacement they have to be comparing apples to apples.  The lamp is almost 28 inches tall; none of the examples that they sent came close to that height - most were 18 inches tall with one being 22 inches.  And the examples they sent did not include tax or shipping charges on them.  The photo of an equivalent lamp which they already have in their possession is 27 inches and is very close to the design of the lamp my husband had.  The price of that lamp on amazon is 318.00 plus tax and has free shipping.  If we paid insurance for replacement value it has to be for a comparable item not for one that is smaller. 

The same rationale also applies to the rug cleaner;  they sent examples of a not comparable one-  we had a pro carpet cleaner while they sent a carpet washer  But instead of going online to kohls where we got it from, I went to amazon and found the same one for 200. plus tax and free shipping.

So the positive is we do seem to be getting closer!  Again based on the insurance coverage we paid for and then totally the checks we have gotten so far.  We need to be reimbursed another $177.00 for the lamp (this is the $318 plus $9 tax (free shipping) - $150 they have given us.  For the rug cleaner we need to be reimbursed yet $53.00 (this is current price of it on amazon at $200 + 12(tax) = $212 - what they have given us for the cleaner $159.00 )  So the total yet to be reimbursed is $230.00. 

We are looking for Bekin to simply live up to the insurance agreement we paid for on these items.  We look forward to this being the last (hopefully) communicating and that we will be getting a check for the above amount in a timely fashion.

Thank you

Regards,

******* ******

Business Response: Dear BBB:

In an effort to conclude this claim Bekins will agree to the additional $230.00.  I have requested the check today and have attached a release form prepared for the ******** signature.  This is necessary to confirm their agreement to conclude the claim.  Thank you for your assistance.

Sincerely,

Kathy K******
Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

I will send their cargo claim release form signed in the mail to their address on the form to Kathy K******** attention. 

Regards,

******* ******

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted with Bekns to move me and my mother from Bronx NY to Florida. They were to pick up from two different addresses on 11/28/2014. On 11/28/2014 the send local movers from Weaton World Wide Moving. The movers were to prepared, they claimed that they weren't told that they have to dismantled large pieces of furniture store or to pack China so they didn't bring any tools. I had to go to Home Depot to purchase wrapping paper which they did not reemburse me for. They tool the furniture apart. When it was delivered on 12/5/2014 my entertainment center was damaged. They lost all the hardware to put it back together. My break front was dropped and damaged, my wardrobe was damaged. My mother's 4 lamps were damaged and a suitcase filled with her pocketbooks are missing. Bekins contracted with some other company to put the furniture together but they could not because the hardware to put them together were missing. Bekins Van Lines refused to repair my furniture and make them whole.

Desired Settlement: Repair of all my broken furniture and my mother's lamps and replacement of her pocket books.

Business Response:

This correspondence is in response to your complaint filed with the Better Business Bureau. I apologize for the delay in response. I was conducting a re-investigation of the trace for the suitcase that you reported as missing on your claim form.

The results of the trace are negative. The tracer investigation includes checking with the driver, agent and any connecting customers whose household goods might have been on the trailer with your shipment. There has been nothing located that belonged to your shipment. Our records indicate that there was an extra delivery to another location included with your shipment. Have you checked with them to confirm nothing was received at the second location that you intended to deliver to your residence? Based on the information in our file, the lack of notations at delivery and the results of the trace, our denial of the claimed missing is being maintained.

Our offer of settlement has been revised to include the entertainment center. We were under the misconception that the destination agent had been dispatched to perform that service after the delivery took place. The repair firm indicated that it would cost $450.00 to correct this problem with the entertainment center.

This brings our total cash settlement to $1,625.00, less the deductible of $1,000.00 for a check owed you of $625.00. Please sign the enclosed release form on the line indicated "Claimant" and return the signed release to this office for prompt payment.

 

Sincerely,

Kathy *******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I am not satisfied with the company's response, because they have yet to contact my mother who was the other party in the move who lost the suit case and whose forty year old lamps were damaged. Another reason is that they send someone to repair the entertainment center which is sitting in three pieces in my living room with the hardware missing and they were unable to repair. So I would like for them to repair my entertainment center and make it whole. I paid Wheaton World Wide Movers and Bekins Van Lines over $13,0000.00 for a professional move. They promise to take my furniture apart pack them and put them together at my destination. There is no reason for me to pay anymore out of pocket expense because of their neglects and disregard and unprofessional handling of my property.

Regards,

**** ********

4/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: First the poor service started with sales person providing an estimated cost to move me. I agreed on that price. The day befoore they were to move me I was told they cannot come up to my home because street to narrow for the big moving truck. Therefore, they have charge me an additional $900 to p;rovide a smaller truck to obtain my possessions and then reload to the larger truck once they were off my narrow street. The sales person was at my home the day I agreed on his original estimate so he should have been aware of my narrow street. Secondly, they failed to let me know that my belongings would not arrive until 3 days later at my new location which caused all my other arrangements to change as I was not prepared to not be in my new home for 3 days after my arrival. When I mentioned this to a representative he says look at the estimate it is disclosed in writing. In all the conversations I did have with several people at Bekins, this was never verbally mentioned until the day before I was leaving the state of CA. I tried for 3 hours to reach someone from Bekins the day I was moving because the workers were at my house but no truck. It took 3 hours for a rep to answer my calls and I found out they were lost. Thirdly, once my possessions arrived in AZ the boxes were dropped off and they never did a check off list to be sure all my boxes were at my new location, so I had no way of knowing if all my belongings were here. And once I unpacked I realized my computer, monitor, printer, and a lamp were missing. Lastly, several items were broken or damaged including furniture. In calling to file a claim I was not treated kindly and was told it has to go to through a whole process which takes a long time. My experience with this company was extremely stressful caused a lot of anxiety and they were so unprofessional. My bill would up being $4,500 for awful service and my personal property not being handled respectfully. I would never recommend them to anyone.

Desired Settlement: I would like to see a partial refund as this experience and service was awful and unprofessional. I would also like to see my computer, monitor, printer, lamp found and returned to me. If that does not happen, I would like reimbursement for the items they lost.

Business Response:

A copy of your recent complaint filed with the Better Business Bureau has been forwarded to my attention for review and response.

I have investigated the change in delivery dates and the sales representative Mr. ******, advised that you had contacted him to change the delivery dates due to issues with the closing of your new residence. He indicated that the load dates were changed a couple of times which necessitated changing the delivery spread so that your shipment would meet the Bekins transit guidelines.

In reference to the shuttle, it is sometimes necessary for the van operator to use a shuttle or auxiliary service when a residence is not easily accessible. Our van operator may use a "shuttle" because it would be considered the safest way to load your goods. It is the van operator's responsibility to determine where the van can be safely operated, taking into consideration the shipments on board, the safety of the van and the potential property damage. When it is determined that the use of a smaller vehicle and additional labor is required, the cost of these services must be added to the overall transportation charges. This was the case with your relocation.

Mr. Dakota S***** has initiated a trace for the items you reported as missing. Please allow up to 30 days for a thorough search to be conducted. Upon completion of the trace, you will be notified of our findings. If the items are located then you will be notified immediately.

Ms. ******, please accept my sincere apologies that you experienced any difficulties with your relocation and the service that Bekins Van Lines, Inc. provided. Everyone with Bekins Van Lines, Inc. does strive to provide each customer with a trouble free relocation. It is disappointing with our service does not meet our customer's expectations.

 

                Sincerely, 

                Kathy K******

                Director, Claims & Consumer Affairs

                Wheaton World Wide Moving / Bekins Van Line, Inc. / Clarkl & Reid

4/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 3/20 and 3/25 a Patricia ****** called representing Bekins Moving. This is a violation of Federal Law according to Do Not Call Legislation and is an unethical business practice designed to circumvent the law. Patricia ****** had the attitude that she is entitled to call us and is just working off a list. A call was made the first time to the listed contact number and a message left asking Patricia ****** to call me. This did not happen. Today she called again. I had a message left on her phone stating that if there is another call to me I would contact Law Enforcement and file a complaint of harassment and take legal action against Bekins in court. Bekins directly or indirectly employs the actions of Patricia ****** and is culpable.

Desired Settlement: Stop calling me. Bekins should stop this business practice. They know what they are doing. Its not just Bekins, United Van Lines also called. I can't force them to stop but the Justice Department could and a Judge or jury could award damages if a case was ever filed.

Business Response: Dear BBB:

I have received the complaint filed by Ms. *********.  Ms. ********* was not a customer of Bekins Van Lines, Inc.  I investigated the information provided and discovered that our agency Century Moving in Lombard, IL had contacted Ms. ********* about a move.  They did move her locally within the state of IL.  I have advised everyone at that agency that Ms. ********* does not want any calls from them ever again. They have flagged her file and advised all their staff to never call her again. 

I apologize for any inconvenience this may have caused Ms. *********. 

Sincerely,

Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

3/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We used Bekins Van Lines through my employer's referral to relocate from Atlanta to the Roseville area. Our quote was a binding shall not exceed & our quote included auto transportation as well as moving. We did the majority of the packing prior to the move. Only the fragile things were left to pack like dishes & other breakables. The estimate was for $19,000 total. My employee provided a relocation allowance of $15,000 & Bekins says we owe $7664.46 but invoice only shows itemized coats for up to $6003.76 which was paid. They claim there was an additional 1664.46 which we owe which is not itemized. We are asking for an itemized invoice for the charges for up to $16,000 which the employer already paid because we are being charged twice. We have yet to see an itemized bill & have requested it since January. Our move was in December 2014.

Desired Settlement: If we have over paid, we want the difference back. We will not pay an additional $1664.76 until the bill is itemized & we can see the charges listed.

Business Response: Dear BBB:

The complaint filed by Dr. ***** has been received and reviewed.  I have spoken with our manager of collections, Mr. ********i.  Mr. ********i informed me that he had e-mailed the additional information requested to the customer on March 16, 2015 for her review.  We do regret that Dr. ***** was not satisfied with the handling of the relocation or the service that was provided by Bekins Van Lines, Inc.  I sincerely apologize for any inconvenience that occurred due to the handling of Dr. ***** relocation. 

I hope that the information provided to Dr. ***** has sufficiently answered all questions pertaining to the billing. 

Sincerely,


Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

3/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Order ********* Sales Rep - Mike B****** Delivery Date, July 1st, 2014 Claim Filing October 31, 2014 Inventory Item 326 Extension Ladder - Loss Inventory Item 220 Dish carton - Loss Contrary to what I was offered and sold, the delivery turned out to be the sole responsibility of the truck driver with no local Bekins agent for support. As a result, he hired completely inexperienced day laborers to handle my belongings. Then there was the additional problem where he couldn't get his truck to my street so he had to rent a U-Haul truck and hand-transfer all my boxes. Every time he and his hired help showed up with a load, they quickly dropped everything off and left. My family and I were left with no option, or time, to inspect or account for every single box. I couldn't be more upset with the way they shuffled our belongings into the house and particularly into my garage. It took me over a month to sort everything out, not to mention the added time necessary to repair the scratches and damages to the walls and floors resulting from this delivery. When the truck driver was done 'dumping' my belongings, he asked me to sign the inventory as a formality and assured me that I can contact Bekins later with any claims. When he was leaving, he remembered to mention that there was an overflow delivery and I should expect it in a week. Now they are denying my claim based on the fact that I was misled by their driver into signing the Household Goods Descriptive Inventory and therefore, according to their records, everything they received for shipment was delivered and they have no basis for assuming liability for any loss. I am only looking for reasonable compensation of my missing items.

Desired Settlement: $947.94 to cover replacement of missing items

Business Response: Dear BBB:

The complaint filed by Mr. ******** has been received.  The customer signed his claim release on March 16, 2015 and a check was issued and mailed to him that same day.  I have attached copies of our settlement letter, the signed release and the letter that accompanied the check.  Whenever a customer files a claim for loss, a tracer investigation is conducted to determine if items were mis-delivered.  The results of the trace were negative and the claim for loss was denied.  These traces remain in our system for a while so if any items would be discovered at a later date the customer would be contacted.  Based on the signed release and the acceptance of the offer, Bekins Van Lines, Inc. considers this claim to be closed.

I do apologize that Mr. ******** experienced any difficulties with his relocation and that it was necessary for him to file a claim. 

Sincerely,


Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

3/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We went with Bekins to move our stuff from LA to NY. NUMBEROUS times I sent messages to *** (the man who gave us the quote) about wanting FULL COVERAGE on our move as we just bought BRAND NEW furniture and wanted it cared for. I was not in town (already left to NY) to supervise the move but my fiance was. Bekins used a "bait and switch" technique on our move, as when my boyfriend was signing off on the stuff they told him that he was just signing to acknowledge they packed the stuff, and actually was signing to waive the full coverage (you couldnt read anything on the contract). When we received our stuff in NY we realized that our BRAND NEW FURNITURE WAS COMPLETELY RUINED!! We have received a "settlement" of $400 that is a complete JOKE and is immediately DENIED. I want a full refund for the $15-20k of furniture that they damaged! Bekins destroyed our stuff and since they used "bait and switch" technique to waive the full coverage. We are going to take them to court (as we have pictures and videos of them loading stuff and admitting that we are just signing off "to acknowledge" what they packed).

Desired Settlement: I want a COMPLETE REFUND for the move for the 20k of damage they caused to our brand new (we have receipts) furniture. Nothing less will be acceptable to us.

Business Response:

The paperwork for your relocation is quite explicit regarding the valuation and the options that are available to the customer. The estimate/ order for service does outline each option and the cost for each of those options. The valuation selection is the customer's choice and they must sign the bill of lading on the day of loading for the valuation coverage. Your bill of lading was signed for $.60 per lb. waiving the replacement coverage.

When you contacted this office and reported that your shipment incurred damage after the move, Ms. ***** ********* explained the valuation coverage that you selected and advised that your claim would be settled at $.60 per lb. Ms. ********* also sent you a copy of the signed bill of lading.

There was no "bait and switch" involved with the signing of the bill of lading. The customer has the responsibility to read the documents prior to signing and to ask questions if the information is not clear. Bekins has not denied the claim we have settled the claim based on the valuation you selected to cover your household goods while in transit.

Bekins' position of settlement is being maintained. I apologize that you experienced any difficulties with the relocation and that it was necessary to file a claim.

 

    Sincerely, 

  ***** *******

    Director, Claims & Consumer Affairs

    Wheaton World Wide Moving / Bekins Van Lines, Inc. / Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I messaged *** MULTIPLE times (I still have these text messages) very clearly stating that I wanted full coverage, then had to leave town for work when my boyfriend supervised the move. He thought everything was taken care of as far as the coverage, and was told that he was just initialing to acknowledge everything has been packed, which is actually the definition of "bait and switch". Regardless, even at the .60 per pound, our refund for RUINING $20,000 worth of BRAND NEW furniture should have been AT LEAST $6,564 using the dollar amount of the "default coverage" .60 option. YOU RUINED OUR BRAND NEW FURNITURE!! I dont know how else to tell you that! The only reasonable thing we would accept is a FULL REFUND for aboslutely ruining our brand new furniture. We trusted them to take care of our stuff and we were assured that would happen! I want the full amount of my coverage, or there will be legal action taken against you for the FULL AMOUNT of damage that YOU caused!! We have sent some pictures to them showing the damage that they caused. If we are not compensated, we will see them in court. I HIGHLY recommend people NEVER use these people, anyone can contact me for pictures of the damage they caused.
Regards,

***** *****

Business Response: Dear BBB:

We are in receipt of the customer's rejection of our offer.  We have also received a notification from the American Moving & Storage Association that the customer has filed a request for arbitration through AMSA and the National Arbitration Forum.  We will be addressing any future correspondence through AMSA. 

Sincerely,

***** ******** Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, INC. | Clark & Reid

1/26/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We contracted Bekins to relocate us from **** * ****** *** in Chicago to ** ******* ***** ****** **** NC 27517 on 7/30/2014. To start our household items were not delivered until 8/18/14. We suffered significant damage to our wood furniture, are missing items, other items that cannot be repaired because parts significant to the pieces were either lost or stolen. We took out the maximum amount of insurance with a zero deductible from the company. We filed a claim on October 2, 2014 for $8900. The damage was substantiated by Bekins own appraiser and in concurrence with an appraiser that we hired on our own. Despite repeated attempts to speak to the insurance adjuster, we are ignored. When I wrote to the CEO, suddenly we received a lowball settlement of approx $3500. I rejected it stating it didn't cover the damage and missing items. An email was sent stating they would revisit the claim. Now some 6 weeks later nothing from the firm and they do not respond to my inquiries.

Desired Settlement: I want our furniture repaired/restored. I want the items that were delivered missing pieces to be replaced or compensated for. I want this company to act as if they give a **** about customers.

Business Response: Dear BBB:

I have received the complaint.  The customers had contacted our office expressing their displeasure with the settlement offered and we arranged on 1-8-15 to have a conference call with Ms. ********, Mr. *****l, Ms. ***** ******** and ***** *******.  The conference call was scheduled and confirmed for 1-15-15 at 10:00 AM Eastern time.  We did have our call this morning and I, ***** *******, agreed to revisit the offer and to get back with the customers on or before January 21, 2015.  If there is to be a revised offer it will be sent to the customers.  I agreed to reinvestigate the outstanding items.  

At this time we are working together to reach a mutually satisfactory resolution.

Sincerely,

***** *******, Director Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

1/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We hired Mr. ****** ******** ****** ******* to move us from Nashville to The Villages in Florida. They loaded us in Nashville on Thursday May 15, 2014 and delivered and unloaded our household goods on Tuesday May 20, 2014.When we received our goods the following items were missing:- A tote box (which is a plastic storage container)which had the following items inside it:-- 10 short sleeve golf shirts,-- 8 caps,-- 2 flat caps (1 from Singapore and 1 from Australia),-- 2 pictures in frames,-- a Lladro figurine valued at $ 300.00, and-- a brass clock.- A broom.Additionally,- A throw rug was not wrapped up and one end was filthy dirty which cost us $ 40.00 to have cleaned,- A dining room chair (valued at $ 369.00) was broken which cost us $ 50.00 to have repaired,- A 14 by 14 glass table top was broken, and- The hinges that hold the glass doors on our entertainment center were lost.We estimated the total of our losses at $ 1,160.00.We received $ 72.00 in compensation.

Desired Settlement: DesiredSettlementID: Other (requires explanation) We believe we should receive full settlement for our claim. The moving company should follow up on the missing tote as we believe one of their employees has stolen it, and we believe the company put forth a minimal effort to confront these employees.

Business Response:

A tracer investigation was conducted with all parties involved with your relocation. The connecting customers whose household goods were on the trailer at the same time as your shipment were all contacted and all responses were negative. We also contacted the driver and the agency involved with arranging your relocation, there was nothing located that belonged to your shipment. All inventories were signed off at delivery with no notations to any items believed to be missing at that time.

The amount of the settlement was determined by the valuation you selected to cover your shipment while in transit. Attached is a copy of the bill of lading that was signed by you releasing your shipment with coverage of $.60 per lb. and waiving the replacement value protection coverage. There as no additional fee paid for added coverage. Based on your signature the legal carrier liability was limited to $.60 per lb. Our claim settlement was based on this coverage.

Mr. ******, we do regret that our service provided did not meet your expectations and that it was necessary for you to file a claim. The settlement offered is our full and final settlement.

 

   Sincerely,

 

***** *******Director, Claims & Consumer Affairs

Wheaton World Wide Moving, Bekins Van Lines, Inc, Clark & Reid%

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have documentation about the missing item, and how ***** ******* can say it was never reported is beyond me.  The statement that ***** ******* made in a letter sent to me where she stated "All inventories were signed off at delivery with no notations to items believed to be missing at that time." just further indicates that Bekins  is a very unreliable company, company personnel do not communicate with each other, and the company does not have any regard for their customers.  Also, while I can not prove it I believe one of their employees stolid the item in question.  Further, how they can only pay $ 12.00 towards a $ 50.00 repair bill for a dinning room chair that costs $ 369.00, $ 3.00 towards a $ 30.00 cleaning bill for an oriental rug that was not wrapped up the movers is beyond me.  The BBB needs to keep my complaint on record to make future Bekins customers aware of what a poor performing company they are.

Regards,

***** ******* ******

10/22/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/13/2014 Problems with Product/Service
10/10/2014 Delivery Issues
10/9/2014 Problems with Product/Service
9/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I engaged services for a move from IL to NJ. My main contact is **** at **** ****** Movers. The packers came yesterday and today. They were prompt, courteous and professional. Your call center called me twice to confirm that everything was on track for the pack and move. The driver did not show up at my house today. He did not call. Nobody gave me any warning whatsoever. The packers didn't know what was going on. **** didn't know what was going on. You call center didn't know what was going on. Some "agent" called and said the two contradictory things: a) that there was a scheduling mistake and then b) that the driver had mechanical difficulties and was a day behind. WHAT?!?! Now what? This driver **** will maybe pick up my stuff tomorrow, maybe deliver it in 2-4 days (when I'm in South Africa?), maybe make sure that it gets reassembled properly (my wife has to QA this)? Maybe he also pulls a fast one and holds my stuff hostage for $9,000+ for some reason that I can't imagine? None of their executives answer the phones. They don't return voicemails. They don't return emails. Nice way to do business.

Desired Settlement: I want my goods moved safely to my new home immediately. I want any out-of-pocket expenses incurred to be reimbursed. I want the services to be provided to me at Wheaton's cost. I don't want to pay for all of the profit, service, etc. that isn't deserved.

Business Response:

Mr. *****, we do understand your frustration with the delayed loading of your shipment. Mr. ***** *****, Customer Service Director, has been working with you to accomplish the delivery of your shipment. I have been informed that the delivery was accomplished on September 7, 2014 thereby meeting our contractual obligation for the delivery.

Mr. ***** will be negotiating with you regarding the delay claim compensation for the delayed loading of your shipment. The charges for the relocation cannot be refunded as you have requested. The transportation service was provided regardless of the quality of that service. Federal law requires the carrier to collect all applicable tariff charges and any refund of those charges would be deemed a violation of federal law. Such violations are subject to criminal and civil penalties.

Please accept our sincere apologies that some aspects of your relocation did not meet your expectations. Bekins' entire organization is committed to the highest standards of quality service. We appreciate you taking the time to make us aware of your concerns.

Sincerely,

***** *******

Director, Claims & Consumer Affairs<

9/5/2014 Problems with Product/Service
8/6/2014 Problems with Product/Service
8/5/2014 Problems with Product/Service
5/30/2014 Problems with Product/Service
5/20/2014 Problems with Product/Service
5/6/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I hired Bekins to move me from Richmond, CA to Alexandria, VA. The contract we signed stated that our belongings would arrive between April 4, 2014 and April 15, 2015, and the driver would call 24 hours in advance to confirm delivery. By end of day on April 14, we have received no confirmation. We called our main contact, we was unable to reach either the driver or dispatcher and said to us "that's about all I can do for you" and advised that we call the general customer service line. I called customer service the following day (April 15) and after a couple hours, the person I spoke to was able to confirm that our truck and belongings would not arrive by April 15, as stated on the contract. It is now three hours later, and I still have no confirmation of when the truck will actually arrive, or what type of compensation we will receive for the mismanagement.

Desired Settlement: I really want my stuff! It includes almost all of my worldly possessions, including furniture, clothes, family photos, wedding presents, and WWII medals that belonged to my husband's grandfather.

Business Response:

I am in receipt of the complaint filed by Ms. ****** regarding her relocation that is still in progress. I have discussed the delayed delivery with Traci *****, Sr. Move Manager, Customer Service. Ms. ***** confirmed that the shipment is delayed and will be delivered Friday, April 18th or Saturday, April 19th. Ms. ***** further advised that she had offered delay compensation to Ms. ****** of $100.00 per day without receipts.

Please extend my sincere apologies to Ms. ****** and Mr. ****** for the delay in delivery. Occasionally circumstances develop that disrupt a shipment's delivery schedule. Please be assured that Bekins Van Lines, Inc. thoroughly explored every available option to deliver the shipment at the earliest possible time. We regret any inconvenience the delay has caused. I have made Ms. ***** aware of the complaint and she has assured me that she will stay in touch through the delivery of the shipment.

Should you require additional assistance please do not hesitate to contact me.

Sincerely,

Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid


 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******

 

4/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My company, ********** ********** ********* hired Bekins to move me cross country from Washington, DC to San Diego. Bekins movers came to my residence in DC and packed my things, then stored them in San Diego and delivered them to my new residence in San Diego. When my furniture arrived it was literally in pieces. My dresser had been broken down into pieces, my coffee table had been broken into pieces with the wood ripped off the base. My couch the legs had the wood ripped off, the bottom of the leather couch was torn. My suede ottoman chair wood was scratched and the legs were removed and unable to re-attach. My hybrid bicycle's wheel was forcibly removed with incorrect tools and cannot be put back together. My mattress left my apartment in a shabby box and I asked the movers if they were wrapping it in plastic and they said they were at the warehouse. Well, it arrived in San Diego soiled and covered in dirt because it had not been wrapped at all. My bedside table the wood was scratched and the base of the table wood had ripped off. My king size metal frame was broken and the screws on the inside stripped, so it cannot be put back together. My wooden tv stand had been broken into pieces and unable to put back together. This is completely unacceptable and clear negligence from the company and movers. Now they are refusing to replace the items and this is UNACCEPTABLE. The total amount of damaged items is just over $9,000. I demand to get the money in order to replace these items, ASAP. I cannot live without any furniture.

Desired Settlement: Check for $9,000 in order to replace all the above items. I have photos and proof of all damage. We are a corporate account with a lot of opportunity to use movers in the future. The wrong needs to be righted immediately.

Business Response:

A copy of your recent Better Business Bureau complaint has been received in this office and forwarded to my attention for review and response.

 

The claim form was recently received in our office. A repair firm, ***, was assigned to inspect the damage claimed and to report their findings to our corporate office. I have requested that the repair firm expedite their report. Upon receipt of the inspection report and the conclusion of the review of the relocation file, you will be notified of our settlement offer.

 

Ms. ****, please accept my apologies on behalf of Bekins Van Lines, Inc. that our services did not meet with your expectations. Our entire organization is genuinely concerned that all of our customers receive smooth and trouble free relocations. Your comments are extremely helpful to us in our continuing efforts to provide top quality service to our customers. Allow me to assure you that the incidents you have described are isolated ones and not in keeping with the usual quality standards upheld by Bekins Van Lines, Inc.

If you have any questions please do not hesitate to contact this office.

 

Sincerely,

 

***** *******

Director, Claims & Consumer Affairs


4/1/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/13/2014 Problems with Product/Service | Complaint Details Unavailable
2/27/2014 Problems with Product/Service
12/11/2013 Problems with Product/Service
11/14/2013 Problems with Product/Service
11/11/2013 Problems with Product/Service
11/7/2013 Billing/Collection Issues
10/30/2013 Problems with Product/Service

Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

8 Customer Reviews on Bekins Van Lines, Inc.
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart