Complaints

This profile includes complaints for Bekins Moving & Storage (Bekins Canada) Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bekins Moving & Storage (Bekins Canada) Ltd. has 6 locations, listed below.

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  Bekins Moving & Storage (Bekins Canada) Ltd.

  3770 190 St Surrey, BC V3Z 3W7

  
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  Bekins Moving & Storage Canada Ltd.

  6598 Bryn Rd Saanichton, BC V8M 1X6

  
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  Bekins Moving & Storage Canada Ltd.

  1600 14th Ave Campbell River, BC V9W 4H5

  
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  Bekins Moving & Storage Canada Ltd.

  1600-14th Ave Campbell River, BC V9W 4H5

  
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  Bekins Moving & Storage (Bekins Canada) Ltd.

  9545 Milwaukee Way Prince George, BC V2N 5T3

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.In August I contacted Bekins Moving and Storage with respect to a move from ******* to ********. Following a detailed in-house examination by a Bekins representative of the quantity of goods to be moved we entered into a contract based on the estimate provided to us. 2.Following the packing and moving detailed in house estimate we commenced the moving process by pre-positioning four vehicle loads of personnel effects, disposing of two loads with **** *** **** and gifting two table sets. We then packed our personnel clothing and effects leaving the kitchen and the breakables to the professional movers. 3.Despite our efforts the final bill was 25% higher than the estimate. 4.We can accept that an estimate is subject to change by a small margin however having the estimate differ from the final billing by a full 25 % is either incompetence on the part of the person providing the estimate or a Bekin accepted business practice. Low estimates then inordinate billing once the contract is agreed to 5.My attempts to contact Bekins went unanswered

  

  Business Response

  Date: 09/11/2023

  Dear ****

  Thank you for bringing your concerns to our attention regarding the price of your recent move. As mentioned to you on our telephone conversation Tuesday, I was unaware that you had written our office with your concerns. As my Auto responder was not set up by my IT fellow on the correct dates of my return.  We wish you would have called our office so that someone would have helped you immediately in my vacation absence. 

  Since our conversation on Tuesday November 7th, when we offer to refund you $500.00 towards the packing materials used, I have spoken to my Operations Manager and he has advised me that the refund offer stands at $500.00. Although we would like to find a resolution that satisfies both parties.  My Management teams feels that the $500.00 towards the $1,181.55 of the packing is very generous.

  We strive to provide accurate and transparent estimates to our customers. However it's important to note that estimates are based on the information the moving consultant sees at the time of the survey. Considering the hours on such a large move were only out by 2.5 hours this is actually a very good estimate. Please find attached the copies of your Bills of Lading (Packing and Moving portion).  The original Estimate shows there was no actual cost on the estimate for the packing materials (plus all new packing materials cost TBA).  Please review.

  Sincerely

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

  Customer Answer

  Date: 09/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that once the this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:15/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like an apology from Bekins and a refund for part of the excessive charges of 3x higher than original quote. Local move Partial pack, storage, delivery date was July 14, 2022,
  I repeatedly contacted Bekins by email with my complaints about a number of things including;
  1. The mess left after they packed on June 29, 2022 (garbage and boxes and used tape in all rooms)
  2. The final bill was more than 3,times the quoted estimate. I can understand a perhaps 20%error margin but my final bill was 3x higher than the estimate and is unacceptable. I believe the terrible packing and excessive number of boxes and paper used to pack contributed to the excess time. For example books were wrapped individually in tons of packing paper while valuable objects were not wrapped carefully and were broken.
  3. On delivery day they were one man short, resulting in everything taking longer than expected.
  4. Many items were damaged - an expensive ** Air filter ($1,200) was cracked, a statue was broken, a chair was broken, a desk was broken, ornaments were broken etc. their insurance did not cover the cost.
  5. Many items could not be assembled as various hardware was not in the ‘set up box’ - they came back later to assemble but not everything was found.
  6. An excessive number of boxes and way too much packing paper. After the move in it was a huge challenge to unpack and deal with the boxes. I contacted Bekins and they finally did 3 pick ups - so you can imagine the waste of cardboard and packing paper.
  7. Bekins responded on the excessive charges saying they had more to pack than expected and on delivery we didn’t know where things would go. I dispute this -I agree that a 20% increase above quote would be fair however excess time was because of poor packing. (Including moving items that were not supposed to be moved) and being short a man on delivery day-we directed where everything should go with floor plans for furniture placement and colour coded boxes by room.

  

  Business Response

  Date: 19/08/2022

  This shipper was provided an estimated cost of a partial packing service and full moving services including an approximately 2 week holdover in between loading and delivery.  Upon the arrival at the origin residence, the packing crew ascertained that the shipper had not packed as much as they had intended prior to our arrival.  There were many communications between our Operations team and the shipper throughout this process.  The shipper was downsizing from a nearly 3,000sqft home into an approximately 2,000sqft condo/apartment.  The bulk of the overage charges are due to additional time and materials to complete the additional packing.  The final bill that was submitted and paid in full was not 3 times the quoted estimate - it was approximately 63% over the estimate.  The debris left behind by the packers as we understand it was related to packing and the packing crew was returning for a second *unscheduled* day of packing due to the additional packing being required.  The shipper states that an "inordinate" amount of paper was used to protect the goods, an assertion that is subject to the judgement of a professional mover.  Our crews use the materials necessary to protect the goods as they see fit.  With respect to the claims, unfortunately when items get handled/moved - there is always risk.  The shipper was offered Replacement Value Protection on both her estimate as well as the Bill of Lading and the shipper declined that coverage.  The goods then travel at the industry standard rate of $0.60/lb/article.  The shipper did submit a claim for the damage incurred and that claim was settled in full within 5 days of delivery.

  All of the above being said, an audit of the actual services provided and the final bill has resulted in the discovery of some calculation errors that we will be emailing direct to the client to refund accordingly.  

   

  Customer Answer

  Date: 19/08/2022

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Bekins also reached out to me after they received the notice from BBB and we discussed all of the issues to reach this resolution  I am happy that they noted the errors in the billing and refunded the overcharged  
  

  however, I would like to note that there are errors in the above note from Bekins. 1 the mess left that I complained about was not i have a couple of additional comments about the response on the first day of packing (with any intent to come back and tidy up) but was on the second day when they packed snd loaded. They did not come back and left a large mess. 
  2. Because if overcharges, damaged goods that needed repair and so on, my cost for the move was almost 3x what I expected  I notified Bekins about this. 
  3. The administrator who contacted me following BBB’s notice, wrote to me to say he wished I had notified Bekins before contacting the BBB. I assured him that I had contacted his team with numerous emails over weeks. I also forwarded him some of this correspondence. 
  

  I would like to thank the BBB for helping me to have my concerns listened to and resolved with Bekins. 
  

  I would like to thank Bekins’ administration for finally responding to my concerns, following the notification from the BB and for adjusting the bill by refunding the overcharged. 
  
  
  
  Sincerely,

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