Business ProfileforBekins Moving & Storage (Bekins Canada) Ltd.

For a recent house move we contracted Bekins moving and storage. for the move of 20 KLM. Unfortunately several items of furniture were damaged in the move resulting in a furniture restorer being hired by BEKINS who also managed to reassemble the guest room bed that Bekins personnel had forgotten how to reassemble in part because they lost the parts. Because of Bekins 48 hour rule no more claims were submitted .It should be noted that we were not told of this requirement until submitting the claim. More recently we discovered significant damage me to end and coffee table s with scuff marks on the top. Protective glass had been replaced and the damage had been somewhat concealed Several additional items of furniture have scuff marks and scratches. including a buffet with scratches and several in prints of the servers back panel. A drop cloth was not used to protect the stair carpet in the move to house. Bekins did not identify numerically the packed boxes so we cant be sure that all of our household belongings have been delivered given that were are missing several kitchen items. A virtual meeting with Bekins management had them hiding behind the 48 hour rule. an invatation to observe was declined and no hint of an apology.

This client was packed and loaded June 28 and 29 and delivered June 30. The client filed a claim for damages July 5 which was acknowledged by our office and repairs were made to the customers satisfaction by a qualified repair company. On August 10 the customer indicated a garbage can was missing. As an act of goodwill, we settled the missing garbage can (although the goods remained on the truck during the move and all items were delivered). Late September/early October the client again tried to add items to his claim which were subsequently denied due to the claim having been closed. This is consistent with both policy and industry accepted timelines. We regret that this client experienced damages during their relocation however, professional repairs were performed and the claim was closed. The face to face meeting "demanded" by the client with the General Manager was not denied - it was impossible as the General Manager was away on vacation at the time.

On a walk in visit to Bekins I was told the Manager would return the following Thursday. I telephoned the following week and a virtual meeting was held with Mr. Rob U**** "who I was told previously by the front desk person was the Manager". More smoke by Bekins ! what is the issue ? Bekins has a lack of quality control measures (if they exist) being enforced. One would have thought that the Manager would have carried out a thorough investigation after being informed of the claim. Instead he told me the crew chief was the best in the company and he could not bring himself to acknowledge the damage existed let alone apologize to the customer. Damage to this extent showed a total disregard for our property. Obviously at Bekins the customer is not held in high regard. I will ensure that relevant personnel are are made aware of the damage to our furniture inflicted by careless and sloppy handling of our belongings. NB The packer of china was very careful and efficient in every way.