ComplaintsforBekins Van Lines, Inc.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/14/23, Bekins Moving and Storage picked up my belongings in ********, ** and transported the goods to my new home in *********, **. The Bekins driver did not prepare the inventory paperwork for **************/14/23 and insisted that we handle that paperwork at the time of delivery to my storage unit in MA on 8/2/23. The Bekins employee did not have the inventory paperwork ready for signature at the time of delivery in MA. He produced it after all of my items were already in storage. The Bekins driver then insisted that I sign the inventory paperwork in two places, one or Origin and one for Destination. He also insisted that I not date any of the paperwork. He did date it later, so that it looks like I signed at Origin on 7/14/23. Those dates are clearly in his writing, not mine. Items were damaged and lost in the amount of $2,030. Bekins is claiming that I needed to provide all of the missing inventory information at the time of delivery, but I did not have any inventory paperwork to do so until the driver shoved it at me at the very end of the day when it was of no value to me. I had to go back to storage to determine the extent of my loss. Bekins can't require something for insurance recovery that their own employees fail to provide in a timely manner for the customer.

  Business response

  10/17/2023

  We have reviewed the relocation file and claim information for your move from ********** to *************.
  
  Your claim for damages and missing items was received and was reviewed by a household goods claims adjuster. A copy of the adjusters settlement letter to you dated September 19, 2023, is attached to this response. As stated in the adjusters letter, your shipment was delivered into a self-storage unit. When a shipment is delivered into a self-storage unit, the carrier (Bekins) has no further liability, as they have no control over the manner of storage or subsequent handling of the goods. For that reason, liability is accepted only for loss or damage noted on the inventory in the presence of the driver at the time of delivery. The importance of checking a shipment to record new damage or loss is described in detail in the information provided prior to your move.This literature is furnished to our customers so they will be aware of the check-off procedures, and to avoid any misunderstandings at a later date. You acknowledged receipt of this material on page 2 of your Bill of Lading.
  
  No notations were made on the inventory at delivery confirming damage or missing items. Because of this, liability is denied. In your most recent email dated October 13, 2023, you stated that you found the items (20 cartons) that you originally included on your claim form as missing.
  
  On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Bekins in *** to pick up and **************. The earliest date they were to load for the East Coast was Jan 2 of 2023. They loaded my things onto a truck 12/14 without contacting me and I had not secured my home yet. I called and asked them to please stop shipment or at the very least stop it in *******. My belongings were delivered to *********** ** on Dec 29th. I then had to pay to move them to my final destination. The multiple moves resulted in an inordinately high amount of breakage. I had over $6000 in loss and damage on the conservative side. Insurance is refusing to cover the items I packed in bubble wrap and double packed with plastic bins in boxes. I have moved several times and packed myself and never had even one thing break. How is it that Bekins was able to not just chip but shatter many items and even bend and break a sterling silver tray? My inquiries to corporate have been met with the explanation that their offices are franchises and they are not liable. A hood will gesture of $500 was offered as well as acknowledgement of wrong doing. Unfortunately my increased moving costs were over $4000 and damages over $6000. I can not seem to get an amenable resolution to this. I am met with rude and bullying behavior and a denial of accountability from *********** office that I contracted with. No one is taking responsibility and I am out thousands of dollars. The contract and emails clearly state items not to be picked up for moving prior to Jan 2, yet they were moved a full two weeks earlier.

  Business response

  09/11/2023

  We have reviewed the relocation file and claim information for your move from ********, ********** to ********, *******.
  
  Due to a miscommunication with your booking agent in ***********, your goods were shipped to ******* (which was one of the original destinations you had advised your agent of). Your original scheduled delivery spread was January ****, 2023. To compensate for your inconvenience, Bekins **************** mailed you a check for $500.00.
  
  Your damage claim was reviewed by a claims adjuster and a copy of their settlement letter to you dated May 1, 2023, is attached.  The settlement letter provides an explanation for the settlement amount for each item claimed, as well as an explanation for the items in your claim which were denied by the adjuster.
  
  At your request, the claim file was then reviewed by the Claims Director. In order to conclude the claim, the Claims Director increased the settlement amount to $1,000.00, which was communicated to you on August 7.
  
  On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]
  
  Regards,
  
  *********************
  

  Customer response

  09/11/2023

  Bekins if offering to settle on the damages caused at 10 cents on the dollar. These items that were destroyed, not just damaged, are irreplaceable. I will not accept a settlement for under $2500. I have receipts, photographs and documents that were provided to back up this claim. If Bekins is offering replacement value insurance. Then they should be paying for replacement value. 

  Business response

  09/14/2023

  Again, please refer to the adjusters settlement letter to you dated May 1, 2023.  This letter provides an explanation for the settlement amount for each item claimed,as well as an explanation for the items in your claim which were denied by the adjuster.
  
  This letter also lists a number of claim items which you packed Bekins did not provide the packing service for you for these items. Bekins assumed responsibility for your cartons when we received your property. However, the cartons were already packed and were 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. There is no evidence to confirm damage to the exterior of the cartons while in Bekins care that could have caused the damage you described.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was relocating from ******, ** to **************** in July, 2022. Hiring Bekins Van Lines in ******. As part of this move we had several high value items including many high value handbags. From the beginning there was confusion about how to fill out the *** forms. I queried the local agent about how to fill them out corrrectly. She informed me to only list the items, do not list a price, etc. I followed her instructions. The items were packed in my home, unsupervised. I trusted Bekins, and did not oversee each and every item being packed. Fast forward to our arrival in *******. The semi-truck driver and his wife arrived and were very helpful with the unloading. We had HUNDREDS and hundreds of boxes! As the day moved on the driver and his wife made it apparent that they needed to get on the road soon back to ******** for something regarding a family member. There was NO WAY to know which boxes had my handbags in them. NONE of them were marked or sealed. The forms Bekins used were SUPPOSED to have numbers attached to the items but they did not fill them out that way. Therefore, after 12 hours of unloading and the driver wanting to leave I was led to believe that if all boxes were accounted for then my handbags must be here. That was not the case. It took me months to unpack all of our boxes and I finally realized that I was missing FOUR of my Louis ******* handbags. Bekins has denied my claim since I signed the form that all boxes were accounted for. My complaint is that they have their system set up against the customer. There was NO WAY to go through all of the HUNDREDS of boxes to find my handbags while the driver and wife were here. They would have had to stay many days! No ***'s had inventory numbers. My *** handbags were placed in multiple, random boxes. None of the boxes had seals on them. So, it is a set up. Customers are FORCED to sign that the items are here without having the time to truly unpack it all, and then Bekins denies the claim.

  Business response

  07/07/2023

  We have reviewed the relocation file and claim information for your move from ******* to Georgia.  
  
  Your claim for lost items was received and was reviewed by a household goods claims adjuster. A copy of the adjusters letter to you dated November 8, 2022, is attached to this response.  As stated in this letter, according to our records, everything we received for shipment was accounted for at delivery and was signed for as being received. There was no notation anything was believed to be missing and there is nothing in our file confirming any loss.
  
  At your request the adjuster reviewed the claim file a 2nd time and a copy of the adjusters second letter to you dated December 5, 2022, is attached. As stated in this letter, all items and cartons were initialed on the inventory listing as received during the delivery process and there was no notation made indicating any of the cartons had been opened or tampered with.
  
  On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for your time.  My complaint is not resolved as the company continues to miss the point about what occurred with this shipment.  My issue is with how their procedures set the customer up for the inability to make a claim. Their practices of taking care of high value items makes it nearly impossible to account for the items upon arrival at destination. As I explained previously, the way I was informed to fill out the forms, the way that the company assigned no item numbers, seals, etc. for any of the high value boxes, and the way that the delivery individuals would not want to stay for multiple days while all boxes are accounted for sets the customer up to be forced to sign the documents claiming that everything has arrived without knowing if it has.  

  To explain this in very clear verbage.  We had HUNDREDS of boxes (an entire semi truck full).  None of the high value items were given item numbers, put in specific boxes with seals, or were put in boxes where we could identify they were located.  This is the first way that Bekins sets the customer up for loss.  Secondly, even IF the boxes are all accounted for upon arrival, in my case for instance, the driver would have to remain at my home until EVERY BOX was opened/unpacked to be able to identify and find each high value item.  For a customer like ourselves who had HUNDREDS of boxes, this would mean the driver would need to stay for several DAYS until we unpacked every box.  Is this reasonable?  No.  Would the driver be able to do so or be paid by Bekins to do so?  No.  This is the point of my complaint.  We, as the customer, were set up, essentially forced to sign the documents saying everything was accounted for, because they would not stay for us to open every single box.  

  I feel the items were not handled property at the origin site (******) as the errors began with no labeling, sealing, or identification of the high value item boxes.  Furthermore, the entire system Bekins has set up for  the accounted for at delivery is flawed as they assuredly realize that no driver will stay for days for the customer to search all of the hundreds of boxes to try and find their high value items.  It is completely incompetent handling of these items.  A customer should not have to rummage through every box to try and find these items.  It makes zero sense.  It also was not easy to identify what boxes to looks for that might correspond to the items as we found random items from different rooms in our home in other boxes that were completely unrelated to the original location of the item.  Again, there was NO WAY to know which boxes my handbags were in to account for them. 

  I realize that I filed a claim and it was denied by Bekins.  They refuse to acknowledge that their system of handling high value items is extremely flawed. It is my opinion that they are purposefully setting the customer up to have NO WAY to account for their items.  I understand that if I was a customer with only a few boxes it would be somewhat reasonable to search through them and find the items.  Although, I find this system inadequate.  A customer should be able to quickly identify where their high value items are so as to be able to account for them while the driver is there.  But, as I have mentioned numerous times, there was absolutely no opportunity or feasible possibility to do this when we had hundreds of boxes.  

  Bekins should not only approve my claim but they should be revising the way they handle customers high value items.  As a customer I trusted ********************** to care for these items and they failed to do so resulting in thousands of dollars of loss.  
  
  Regards,
  
  *********************

  
  

  Business response

  07/13/2023

  We have reviewed your response to the Better Business Bureau regarding your original complaint. You provided no new information regarding your claim for lost items. As stated in previous correspondence from the claims adjuster to you, all items and all cartons in your shipment were initialed on the inventory listing as received during the delivery process and there was no notation made indicating any of the cartons had been opened or tampered with.
  
  Specifically, on the Items of Extraordinary Value Inventory form, there is a notation which states:
  
  WARNING BEFORE SIGNING: CHECK SHIPMENT,COUNT ITEMS, AND DESCRIBE LOSS OR DAMAGE IN THE EXCEPTIONS AT DELIVERY COLUMN ABOVE.
  
  You signed below the statement which reads:
  
  AT DESTINATION
  All items containing the contents listed above have been opened, and I certify and acknowledge receipt of the above items and further state that the items inside arrived safely and in the same condition as at origin.
  
  We must maintain our denial of your claim.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an awful experience with Bekins - detailed in the attached document. On their website, they state how their leadership team ensures customers needs are always met. Given this stated commitment, I contacted the *** of Bekins directly via letter on December 1st asking to speak with him. My letter was ignored, which contradicts the posted information about ensuring customers needs are always met. Given the statements on the company's website, I would like a call from the company's leadership team to discuss this issue. This shouldn't bee too much to ask for.

  Business response

  02/06/2023

  We do not find a Bekins Van Lines order in our system registered under your name. Can you provide an order number for your relocation or is it possible that the order was registered under a different name?
  
  Thank ******************************************* **** | Bekins Van Lines,****

  Customer response

  02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Bekins claims to not have my order number in the system.  Had their CEO whom I wrote to in December or the representative reading this complaint actually taken the time to read the letter I attached to the complaint, they would have seen the referenced order number.  I have attached it again with the hope that someone at Bekins actually takes the time to read it.  Order #****-1432

  I would like a call from a member of their Executive Leadership team, consistent with their customer commitment posted on their website.
  
  Regards,
  
  ***********************
  

  Business response

  02/10/2023

  As a point of clarification, it was verified with our BBB contact that no attachment was included with the initial BBB complaint filed February 2, 2023. As you are aware, your relocation was registered in our system under a different name than the name on your BBB complaint.
  
  On behalf of Bekins Van Lines, we would like to apologize for the inconvenience that you experienced during your relocation. When the scheduling error was discovered, our team did everything possible to take care of the situation and placed your belongings in a warehouse until you were ready for final delivery. Your final bill was reduced by $1,500 for this inconvenience.
  
  With regard to your claim, the bed frame, coffee table, and end table were all repaired at Bekins expense. You received a check in the amount of $245.00 for the remaining items on your claim. Attached is a copy of the Cargo Claim Release Form which was signed by *************************** on November 21,2022.
  
  Please accept our apology for the inconvenience that you experienced during your relocation.

  Customer response

  02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  It is completely pathetic that the company's leadership team cannot pick up the phone to discuss this with me.  This is contradictory to posted statements on their website.  I have wasted days of my life with this issue and am insulted by the fact that ********************** can't spend 10 minutes discussing with me.  Rude, pathetic, inexcusable and a true representation of their lack of character and the way they do business.
  
  Regards,
  
  ***********************
  

  Business response

  02/14/2023

  As stated in our previous response to your complaint, our *************************** took responsibility when the scheduling error occurred in July/August 2022 -  when your shipment was moved from the ***** warehouse before a move date was scheduled. When this error was discovered, your shipment was placed in storage in **********, where it remained until its final delivery to *********** in October 2022.
  
  As previously stated, your final bill was reduced by $1,500 for this inconvenience which equals approximately a 20% reduction in your bill.
  
  With regard to your claim, the bed frame, coffee table, and end table were all repaired at Bekins expense. You received a check in the amount of $245.00 for the remaining items on your claim, which is the full amount claimed for those items. ************* signed a Cargo Claim Release Form agreeing that this payment and its acceptance is in full and final settlement and satisfaction of your claim.
  
  On behalf of Bekins Van Lines, we would again like to apologize for the inconvenience that you experienced during your relocation.

  Customer response

  02/15/2023

  Better Business Bureau:

  On Bekins' website, they claim their Leadership team is here to "ensure customer's needs are met."  Consistent with this claim, I have asked to speak directly with someone from their Leadership team about my issue to discuss rectification that "meets my needs" given their error (rectification provided to-date is not acceptable).  In my complaint and letter, I have specifically asked for this call.  To-date, Bekins has refused to do so and in the process is contradicting their stated claim on their website.

  The way I have been treated by Bekins has resulted in days of wasted time.  It's insulting someone from their Leadership team can't spend 10 minutes to talk to me given the huge error they made and stated claims on their website.
  

  The only response I will accept to the BBB dispute is a direct call from their Executive Leadership team. 
  
  
  Regards,
  
  ***********************
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I hired Bekins to be our moving company from *************, ** to **************. *********************** originally came out on August 31st, 2022 to give us an estimate. The estimate included the insurance replacement for our items. That total came out to $15,262.41. I sent ***** lists of changes made to our move. My father and I took a trip to ***** with a UHaul truck and took a bunch of items with us which should have brought down the cost of the move, but in the end, it didn't. I kept ***** in the loop about how many items and sizes of boxes we took as well as the items we sold or took to the dump that were originally part of our price. Everything was going as planned until I got the weigh in of the items. It ended up being a total of $17,657.58. That was after I took a good 1/3 of the items by U-Haul they were supposed to take. When the movers got to our house (which was a 3rd party) they did not wrap or take care of our items. I have pictures of all the damage done to our items which is well over $7,000.00 in damages. The movers who delivered our items had to wrap everything at the warehouse an they made note of the damage on the items. Bekins sent us a check for damages in the amount of $276.00 which will not even replace one of the items they damaged in moving. I have not cashed this check because I feel it is not a valid and reasonable settlement. They said I chose the insurance option of $0.60 on the pound per item which was not the case. I in fact did not choose any option because ***** who was our sales representative said he included the insurance in our original quote and it would be taken care of. So when the movers asked my dad (who was at the home when the movers got there because we had already made the move to *****) about insurance I told him not to worry about it because it was already included in our quote. I want the damaged items replaced, repaired, or monetary compensation. I have all the receipts with the exception of a couple items.

  Business response

  01/12/2023

  We have reviewed the relocation file and claim information for your move from *************, ********** to *****************.With regard to the final price for your relocation, please refer to the attached non-binding Estimate/Order for service, which you signed September 18,2022. This non-binding estimate states:
  
  The Non-Binding Estimate shows the estimated cost for the quantities and services set out on the estimate. The final bill shall be based upon the actual weight and services provided in accordance with Bekins tariff. The total cannot be determined until of the packing and origin services have been performed, the valuation option and amount selected and inserted on the Bill of Lading, the van loaded and the actual weight of the shipment has been determined.
  
  Your claim for damages was received and was reviewed by a claims adjuster. Based on the liability of 60 cents per pound per article which was selected and signed for on your bill of lading, the claim was settled and the adjuster mailed you the attached settlement letter.
  
  On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.] First off my wife or I did not sign anything. I was told all my father in law had to do was be there so they could access the house and load the truck. With that, he was also told he was signing the load papers with the inventory. If this cannot be resolved I will be retaining an attorney. I understand you don't want to pay out claims, but when we were told the insurance coverage was included in the claim that is what we agreed to and signed in the initial agreement. Plus we as the owners did not sign any of your paper work as you stated. 
  
  Regards,
  
  *************************
  

  Business response

  01/19/2023

  As further information to our original response to your complaint, as stated in the booklet Your Rights & Responsibilities When You Move, one of the customers responsibilities is:
  
  Being available at the time of pickup and delivery of your shipment. If you are not available you should appoint a representative to act on your behalf.
  
  In this case your representative selected and signed for liability of 60 cents per pound per article, and your claim was settled based upon this.
  
  

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.] 

   

  This is the original documents which my wife signed showing the full coverage insurance was included in the estimate. If we originally signed for this insurance coverage, why would there be a need to sign for it again? The only thing that should have been signed for at pick up was the items that were picked up, which my wife's father did. This needs to be covered and taken care of because this is what we signed for. It is even signed by ***** who did our initial inventory. This is what you should honor. Why the two? Why should someone have to choose and sign for coverage when that was already decided back in August 2022? It shouldn't have ever happened and this should be the binding agreement since it has both signatures included. I never asked for change in insurance coverage and neither did my wife so this should not even be an issue nor should it have been an option. 

   Regards,
  
  *************************

  
  

  Business response

  01/24/2023

  The customer claims that they signed for Full Value Protection coverage. She was given an estimate that included this coverage; however, on the final document signed on the day of the move her father released the shipment at $0.60/lb. The customers were not at origin the day of loading and they designated her father as their representative. Also, because their final paperwork did not designate the Full Value Protection coverage the customer was not charged for this coverage. The claims adjuster settled the claim based on the signed documents available from the move. I have sent two responses to the customers complaint in the BBB portal and this is in addition to the responses the claims adjuster sent to the customer explaining our position.

   

  Thank you.

   

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

  The *************

  Direct: ************ | **************************

  www.wheatonworldwide.com | www.bekins.com 

   

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 23, 2020, my husband signed a Not to Exceed Binding Estimate with Bekins for our family move from *************, ***** to *******************, **. On June 17, 2022, movers arrived at our home, man who identified himself as the team leader and I did a walk through of the house. There was a pile of items- most were not packed, labeled or prepared for moving that I specifically stated "Do not move". They were against a wall in a room. He stated he understood and would tell the other moving men. Shortly after the loading began, we realized they were taking items from the "Do not Move" section. We brought this to the immediate attention of the "team leader" and of the driver. There response was that some of the movers did not speak English and must not have understood. I asked them to please take the stuff off the truck as some of the items could not be moved or they would be ruined, there was medical equipment and supplies, dance shoes, personal items etc and prohibited items. Our family begged them to take them off the truck, but they said it was their policy not to remove anything off the truck. We were very upset. I let them know that there were items deemed unsafe for transport, they shrugged their shoulders. On June 24, we were charged over the amount of the not to exceed estimate. I have sent multiple emails and finally just disputed charges.On June 25 they unloaded. We had several damaged and ruined and lost items. The movers also did not finish putting together all the furniture. They did not fulfill all parts of the contract. I let Bekins know immediately and filed claim. I am having issues with them settling the case, They are unwilling to reimburse for many of the damaged items fairly. It has now been over a month and I am still waiting to have my furniture repaired as well as be reimbursed for the damaged items. I have had many email conversations with this company. They even placed blame on us for their poor performance.

  Business response

  08/19/2022

  We have reviewed the relocation file and the claim file for your move from *************, *****, to *******************, *******.Your claim and all supporting documentation were thoroughly reviewed by a household goods claims adjuster. A repair firm was assigned to inspect the items included in your claim.
  
  Based on information in the repair firms inspection report, and consistent with the terms and conditions contained in the shipping documents, the claims adjuster has offered a settlement to you. Attached is a copy of the most recent settlement letter sent to you on July 25, 2022. In this letter, the adjuster provided a detailed explanation for each item claim,as to whether repairs were authorized to be completed by the assigned repair firm, an allowance was made for the claimed damage, or a goodwill allowance was made for the item listed. The total settlement, not including repairs which will be billed directly to Bekins, is $1,178.99.
  
  In response to your email, the claims adjuster again reviewed your file. As stated in the adjusters July 25 letter, and their 2nd response to you dated July 28, it is the customers responsibility to make sure that all items not to be loaded on the trailer are kept in a separate secure area of the home. Furthermore, the carriers liability does not extend to climatic damages. A goodwill gesture for the claimed items was included in the settlement amount.
  
  On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Move from *********, ** in January 2021. Personal possessions put into storage at *********** facility. Full Replacement Valuation Protection paid for. Items of Extraordinary Value itemized. (Copies available). April 2021 delivery of personal property to new home in ********, **. After careful evaluation noted damages and missing items. Written communication documenting items, timeline, response from claims department" at Bekin ******** in ************, In. all noted. Inconsistent response to concerns. Initially commit to address issues/complaint then deny. Delayed and ignored claims when proof provided and directions followed per their guidelines. Information falsified. Lost items ignored despite full coverage. Present during inspection. Responsible party did not adequately evaluate damaged property. Denied opportunity to review inspection report. Freedom of information act should allow access to this report. Despite "Full ****************** ********** claims denied. Questioned reasons for denial. We have provided photos to support evidence. Justifications ignored. We are unwilling to accept and sign off on their settlement as many issues left unaddressed or ignored. Stated replacement items do not cover shipping and handling, required taxes and due to supply chain issues some items currently unavailable. We asked that these additional costs be added to the final pay out....ignored. Full Replacement Value Protection states coverage provides for repair, replacement or reimbursement at todays replacement cost. Personal property (mostly furniture) placed in Bekin storage facility sustained damage due to lack of temperature and humidity control. Claims department states non of their storage facilities are climate controlled. Documentation from Regional Sales Manager stating they are "climate controlled". Again, claims denied. All communications have been via email. Copies of communications available upon request. Before and after photos available upon request.

  Business response

  07/20/2022

  We have reviewed the relocation file and the claim file for your move from *********, ********, to ********, *******. Your claim was thoroughly reviewed by a household goods claims adjuster. A repair firm was assigned to inspect the items included in your cargo claim.
  
  Based on information in the repair firms inspection report, and consistent with the terms and conditions contained in the shipping documents, the claims adjuster has offered a settlement to you. Attached are copies of the two settlement letters, with a total settlement amount of $8,117.55.
  
  On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  07/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]We are very aware of the response and claim file.  We have been actively involved and have a plethora of emails and photos to verify the activity, offers made and history.  **** was present during the inspection and found it to be less than thorough.  We requested a copy of the inspection report after receiving your response to the inspection and were denied.  There are significant inconsistencies to your process and the outcomes to our claims.  No responsibility has been taken by Bekin for damages sustained to our furniture resulting from poor storage conditions at a Bekin facility.  Personal items placed on your Items of Extraordinary Value were lost, no responsibility taken for replacement.  False statements have been given regarding the search made for our missing items.  Not only has this been inconvenient but incredibly frustrating as we have followed all of your directions, required details, rules and process.  We have lost all confidence in your ability to address our concerns and support your Full Replacement Valuation ProtectionPlan we purchased.  We will not sign any settlement thereby releaseing Bekin of any further responsibility until full responsibility has been taken to fulfill your obligation for damages sustained.  Full coverage for repair, replacement or reimbursement as stated in your agreement is expected.

  We do not see the two settlement letters you claim to be attached.
  
  Regards,
  
  **** And *********************

  
  

  Business response

  07/28/2022

  We have reviewed your 2nd complaint to the BBB regarding your move from *********, ********, to ********, *********** previously stated, your claim was thoroughly reviewed by a household goods claims adjuster.
  
  The adjuster prepared settlement letters dated June 30, 2021, and March 23, 2022. These letters were sent to you and copies are attached to this response. In the settlement letters, the adjuster explained for each item included in your claim: Repair firm to complete repairs; the item was included in the settlement amount as claimed; the item was included in the settlement amount at its replacement cost, (with a reference provided for that cost);or the item was declined with an explanation provided.
  
  We are sorry that damage occurred with your relocation. When your signed release is received, a settlement check will be issued.

  Customer response

  08/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.] We are in possession of all the responses made by your claims agent.  We are not however in possession of the personal property lost either during our relocation (by Bekin) or while in your storage facility.  There were NO connecting customers.  Your personnel were in control of our items when removed from our home, placed into your storage facility and then relocated to our new home.  We were told "a thorough search for our property was completed", yet when we personally spoke to the warehouse where our items were stored, they were unaware anything was missing.   Some of these items were declared on your Items of Extraordinary Value form which we were told would identify them/treat them with Special Care".  We also carried Full Replacement Valuation Protection.  We have provided photos challenging the statements made by your claims agent regarding damages to our property, requested a copy of the inspection report (denied), were present during the inspection which we noted as less than thorough, have followed and respected every stipulation we have been handed only to have been discouraged by the lack of consistency, false statements made, unprofessional handling and lack of responsibility for failure to provide services as represented.  Prior to our move, we were told your storage facilities were environmentally controlled.  We have proof supporting that statement yet your claims agent states your facilities are not environmentally controlled and therefore denied responsibility for damages sustained to our furniture.   Initially, an early claim was approved and repairs made.  Unfortunately when the final claim was submitted everything changed.  There was NO consistency with how the process was handled in comparison.  Outcomes proved to be very different.  Why?  Our expectation was to have the process move forward with consistency.  It did not.  Suddenly repairs became our responsibility.  No support offered.  Items offered for replacement did not include taxes, shipping and handling or other additional charges.  We expect to have our property Repaired, Replaced or fully Reimbursed as stated on your protection plan.  We will not sign off until the conditions set forth by Bekin are met.
  
  Regards,
  
  **** And *********************
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract for a move for pick up June 1 in ****** ********. I signed a contract for delivery June ****. I was told my belongings would be put in a truck. Unbeknownst to me, my belongings were placed in a warehouse where they continue to sit. After contacting Bekin, there is still no driver assigned to my move and I cannot get an updated date. I have to repurchase furniture due to this issue. I need my furniture delivered and reimbursement for the cost of the furniture Ive been required to buy due to Bekin not meeting their contractual obligation.

  Business response

  06/29/2022

  We have reviewed the relocation file, including the customer service notes, for your relocation from ******, ******** to *********,**************.
  
  Due to heavy seasonal demand for moving services, delivery of your shipment has been delayed. Please be  assured that our **************** and ******************* are both working to have your shipment delivered as soon as possible. Your **************** Move Manager will keep you advised of the *** at destination and will be able to answer any other questions you may have during this process.
  
  On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  07/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was forced to pay close to $1000 to cover the items your business failed to deliver, per contract.  Your business should have accounted for high traffic and did not. As a result I had to repurchase items I already owned. Your business also actively violated the ***** requirement to notify of delays and provide an agreed upon estimate for delivery. I expect full reimbursement for your inability to meet the terms of our contract and violation of ***** (which has been reported) 
  
  Regards,
  
  ***********************
  

  Business response

  07/07/2022

  We have reviewed the relocation file, including the customer service notes, for your relocation from ******, ******** to *********, **************.
  
  Due to heavy seasonal demand for moving services, delivery of your shipment was delayed. Your shipment has now been delivered. On 7/7/2022, you received an email from your Move Manager regarding delivery of your mattress.
  
  On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [your agents lied to me in regards to the transportation of my items. I was told they were going directly on a truck. There was never an option of my belong into  going into a warehouse. I chose my insurance based on my belongings going into a TRUCK. Not a warehouse for 27 DAYS. You lost a $3k mattress and now Im screwed because your agents maliciously lied. I need remedy. Im out $1000 in items I replaced. 
  Regards,
  
  ***********************
  

  Business response

  07/20/2022

  Attached is a copy of the **** of lading which you signed on 06/01/2022.As shown on page 2 this document, immediately above your dated signature, you chose the option to waive the full replacement level of protection, and instead selected that you wished to release your shipment to a maximum value of $0.60 per pound per article. Therefore, your claim was settled at this released value.
  
  You have filed two (2) complaints with the ******************************************* (FMCSA). We have responded to both complaints and no further action was taken by the ******

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: Between 5/25/22-6/14/22 Amount of transaction: $8003.15 charged to credit card on 6/2/22 Business is committed to delivery of goods by 6/14/22 Account #: ********* The nature of this complaint is that the above amount was charged before the delivery of goods, which I see as a breach of contract, the excuse I was given is that "the agent can charge whenever they want to" . I disagree. My contract is with Bekins, not another agent. I originally chose this company because they were amazing with my goods seven months ago when they moved them to *******, ** from *******, **. I did not receive the same treatment this time from *******, ** to Magnolia, **. When they took some of my furniture apart, they had to use MY tools for some of it and then had no place to put screws and furniture pieces after they did take some apart and then told me that they would take care of them at the warehouse. I have no idea if they did or not or even if they could remember which screws went to what item. When I moved from *******, my items were handled with care and they had bags labeled for which piece of furniture screws and pieces went to and then they were put in a separate box. When I asked (they don't reach out to me to let me know what is happening, I have to keep calling them) where my goods were on the 13th, they said they couldn't fit it on the truck so I wasn't going to get them. Then they said they couldn't find a driver. When I asked to have them put it in an email, all I received was a note stating that they couldn't fit it on the truck. I moved to ******** for a new job as I have been unemployed for nearly two years. I used retirement funds for this move. My unemployment checks ceased in early April. I even asked if there were any discounts and my request was never answered. When I filled out the questions on the initial application to move, I did check that it was a move for a new job. I am still waiting for my goods.

  Business response

  06/22/2022

  We have reviewed the relocation file, including the customer service notes, for your relocation from *****************, to Magnolia, ********.
  
  Due to heavy seasonal demand for moving services, delivery of your shipment has been delayed. Please be  assured that our **************** and ******************* are both working to have your shipment delivered as soon as possible. Your **************** Move Manager will keep you advised of the *** at destination and will be able to answer any other questions you may have during this process.
  
  On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]  My credit card WAS CHARGED BEFORE DELIVERY OF GOODS.  According to documentation, this is not part of the deal, both on my contract and it is pointed out several times on documentation that you have posted online on your website.  I want my money back on my card NOW!!!!! I will pay on delivery
  
  Regards,
  
  ***************************
  

  Business response

  07/06/2022

  Your shipment was delivered to destination on June 26, 2022. No adjustment will be made to your credit card. On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  07/06/2022

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

  The credit card was charged on June 1st.  It was not supposed to be charged until June 26, the delivery day, according to your own policies both online and in our contract.  In my opinion, this is a breach of contract.  I am considering litigation.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************

  
  

  Business response

  07/07/2022

  You have provided no information that has not previously been reviewed and considered.
  
  On 6/1/2022, you were advised by the booking agents office that your credit card was being charged for amount of your relocation charges.
  
  On 6/21/2022, you received an email from the Move Manager for your shipment, advising you of the delay compensation for which you are eligible. As of this date you have provided no response regarding this compensation.
  
  On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They hired an agent American **************** to handle our move. They intern hired men to carry our boxes into our new home. These men were not vetted and they stole jewelry from us along with going through boxes of our stuff. That took over $10,000 worth of jewelry. The police reports that "it is HIGHLY probable that the jewelry WAS stolen. but proving it in a court of law, without evidence, would be impossible" . They did decide to try and make it a little right by offering us $3,000. Then after it was signed and given back to them they reneged on the deal and said they would not pay. They are responsible for bring these men in our house, something should be done. At the very least they should change their hiring policy's so this will not happen again.

  Business response

  06/21/2022

  We have reviewed the relocation file and the claim file for your move from *********, ******** to ************, **************.
  
  Attached is a copy of a response from Bekins Claims Director to you dated January 19, 2022. As stated in this letter,the ***************** reviewed your claim and the police report and found no basis for Bekins Van Lines to accept liability. Allegations of theft are considered to be a criminal matter and are handle by the local police department.The ***************** cooperated in the investigation completed by the Greenville ************************ which has now been closed.
  
  On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  06/24/2022

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

  In their response they once again did not address the lies that were told:

  1)     1) They would only be using their people to load and unload our belongings.

  2)      2) The people would be fully vetted.

  3)      3) They would be supervised.

  4)      4) They offered a deal which was signed and sent back and then did not honor it.

  5)      5) Said they would not do anything until case was closed, then did nothing when the police closed it.

  6)      6) The police report says Highly Probable the jewelry was stolen. They did nothing. They stole family heirlooms, and they did nothing about it???

  No answers to any of those questions. It has started me wondering. They knew we were just moving in. So there would be no security measures in place. Now there is no evidence as to the theft. Do they condone these types of actions? I dont understand??

  No evidence, to prosecute but my wifes diamond bracelet found by where their car was parked. One of the bags of jewelry that they stole out of was hidden under the bathroom sink with all of the other jewelry lying out of the bag. Boxes opened and dumped on the floor of the crawl spaces.

  They came back with their standard comment that it is a criminal case that way they do not have to take any responsibility for what they did and did not do, as promised. We trusted them with our belongings and they have showed they did not care. Heartbreaking is the only thing I can say. I hope these men are no longer working for them and if they are there is a bigger problem then just our things missing.
  

  
  

  
  

  Regards,

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

  Business response

  07/06/2022

  Our ***************** has issued a check to the customer for *************** was the amount of the customers initial settlement agreement with *********************, dated February 11, 2022.

  Customer response

  07/09/2022

  Better Business Bureau:

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

  Regards,

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

*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. ↩