Bekins A-1 Movers, Inc.

the necessary information from the inspection company has been received, and we are concluding our investigation. A settlement letter detailing our position will be sent to the customer by the end of the week. We apologize for the delay in reviewing this matter

As previously stated, the cost for the relocation is predicated on the loading, driving, and unloading time of the crew. The packing charges are a flat fee. The customer's goods were boxed, and suffered virtually no damage for all of the cartons that were packed. The one item that was damaged, we had repaired

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this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The original document was sent with a detailed description. The first version said please see attachedFurthermore, there were email exchanges and phone calls since the original filing in March and not at one time did anyone state that this was missing.
Regards,
*** ***

As it relates to the reimbursement of the inconvenience claim ($320.00), that check is scheduled to be mailed out next week, so the customer should receive the check shortly.As far as the $"discrepancy" in the damage claim assessment, there were items on the claim in which the estimated
cost of repair was less than the amount claimed. This was for the footboard, and the kitchen table legs. The cost of repair for these items was $less than the amount claimed, so that was our settlement offer. The customer did accept these offers in the DPS system, so we feel that these have been settled appropriately

We have been in contact with the customer, and have resolved the claim with them. We trust this is satisfactory to the customer

Our General Manager with the office that performed the customer's relocation has been in touch with the customer to amicably resolve this matter

Alex from Bekins sent to price my moveUnder quoted the move by over $17,Failed to include pieces of art work which had to be packed
I pointed out all items that needed to get packedWas told I could save $1,- $if I packed my breakablesPacked boxes of breakablesCrew arrives without any boxes or instructions to pack my art workThey charged me an additional $AND I received no credit for packing the boxes of breakablesPacked my house on July 2,3, unloaded on July Escalated repeatedly thru Bekins, starting with Brian Tterminal manager, then Scott H., COO on July 9, who promised to call me back that day and did notCalled Scott Hagain on 7/and 7/left messages, no return callCalled Corporate/Interstate Bekins on 7/24, spoke with Todd E., who said he would contact Scott Hand ask him to call meI had a cheaper bid from another moving companyBekins was not ethical or responsible in how they quoted my bidI had a price from another move

They moved me from XXXXX *** Lane in *** *** ** to *** *** Lane in *** ** on Decand 30, 2015.During the move the driver/team leader broke an office window while investigating taking a desk out through the windowI turned in a claim with a photo and the bill for $for repair which I paidThey have rejected this claim because they say that their driver did not admit to breaking the window.I saw him break the window as he used a screwdriver to try and open itIt was an accident and they should cover this as it was done by their employee.There were many items stolen by their employees but I am filing a police complaint for that and that is not included in this complaint
Product_Or_Service: Personal moving company
Account_Number: Claim Number ***

We contracted with Livermore Tri-Valley Bekins Moving Company to pack, move, store and conduct a final move of our household items We paid more than $, 7,to them for our move They picked up our household items on October 6th and loaded them into containers to put in storage for days On January 3, they arrived at our new home with our items As they began to unload items we realized that one of the storage crates had been damaged by water/mold We had items damaged in this crateIn particular, we had our living room set, dining room set and outdoor furniture sets ruined All of the items had severe mold infestation throughout rendering them uselessSome of these items were sets of furniture includingtables with six chairs each So once the tables or chairs were ruined, sets could not be matched Other furniture items were also ruined including a sofa and loveseat set, and other items such as luggage, autographed memorabilia, etc Tri-Valley Bek

The General Manager for the office that performed the move will contact the customer to work out an amicable resolution

While we regret that the customer is not satisfied with the settlement offered by our Company, we feel that our offer was fair. The customer is requesting replacement of entire sets of furniture, when only specific pieces of the set were damaged. In the state of California, Replacement
cost coverage provides for like kind and quality, and does not extend to pairs and sets coverage. That being said, our settlement was based on the Replacement cost of like kind and quality for the items presented as damagedWe have also sent the customer the exerpt from the Tariff showing this provision. In summary, our settlement was based upon the terms and conditions of the Tariff we have in the State of California

We have reviewed the documentation, and took another look at the file.  Based upon our review, we are amenable to offering $2,900.00 for the damaged leather sectional, and will compensate the $1,418.00 for the chairs, less our original settlement of $400.00 for the chairs.  This totals an...

additional $3918.00 for the settlement of this claim.  We trust that this meets with the customer’s approval.  Our additional check will follow within the next 21 days. Regards, Michael *. R[redacted]Vice President of Claims & Risk ManagementBekins A-1 Movers, Inc.

We have mailed a claim form to the customer.  In the state of California, a claim cannot be processed until the charges have been paid.  The customer has not paid the charges as of yet.  We are more than happy to review the claim, once the charges have been paid.  We would also...

suggest to the customer that they file a police report if they feel money has been taken.  We will cooperate to any extent, and make our workers available for questioning.

Due to the amount claimed, we transferred this claim to our Insurance Carrier. The claim was addressed with the exception of the earring claimed as missing.  We are awaiting the results of the police investigation regarding this alleged theft.  The Insurance Company sent a settlement...

letter and release to the customer.  If the customer has any questions regarding the settlement, this should be addressed to the adjuster that handled this matter for further review.

In reviewing our file, we do not see that a claim was ever received by our office.  We will email another claim form to the customer's email address listed on this complaint.  We ask that the form be filled out, and a copy of the invoice for the wall repair be included.  Once the...

claim is received back in house, we will set up a file.  We hope this will alleviate any concerns.

We apologize for the miscommunication.  The request for a Claim Form was not transmitted to the Claims Department.  We have emailed the customer a claim form, and will adjudicate the claim in accordance with the valuation selected by the customer.  We will await the customer filling...

out and returning the claim form.

We have assigned an independent adjuster to contact the customer, and set up an appointment to inspect the claimed damages.  Once their report is received back in house, we will be able to send out our settlement letter to the customer.

The customer only included some pictures of what they were claiming.  They need to complete a claim form, and itemize their damages and alleged missing items, along with an amount claimed for each.  Upon receipt of this information, we can investigate their claim.

We have had the chance to review the complaint.  We find that a claim has not been filed with our office for the claimed damages.  We have emailed a claim form to the customer's email address, and will await their claim submission.

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Revdex.com:
Bekins has mailed the claim check in reference to complaint ID [redacted], and I find that this resolution is satisfactory to me. 
Regards,
[redacted]