Bekins A-1 Movers, Inc.

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 Complaint: [redacted]
I am rejecting this response because:The business has not returned my phone calls regarding the 5 gallon water jug of loose coins that was never returned.  The accountant referred me to speak to the General Manager however, no one has attempted to reach me to let me know the outcome of this or if they are even investigating the matter.  The situation regarding arriving four hours late to move me was never addressed in the response.  They have charged me nearly $1,000 for the move however, the movers were only there for 2.5 hours for a very quick move.  As of today, I have not received a claim form that the company claims they mailed for my cracked television.  When I spoke to the accounting department, they informed me that they were going to email the claim form but this has not been done and I have been receiving the run around for over a month about this situation.  I am requesting that the company does a more thorough look at the storage spaces and question all of the movers about the jug of money that was moved.  The company informed me that this jug of money was not written down on the inventory list.  I suspect this was because at the end of my move from my original location, the movers asked me if there was anything else I wanted to move before they left and I noticed the jug of money in the garage and had them add that to my belongings.  They taped up the opening of the jug and added it to my things.  I didn't even have a chance to notice if this was added to the inventory list. A hard copy of the inventory list is requested as well.  We are talking about at least $700 in coins and money.  Regards,
[redacted]

The check has been mailed out to Mr. [redacted] as of the 15th of December, and he was advised of same via email on December 16th.  We apologize for the delay, and hope this is now resolved.

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response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We apologize for the delay in the customer receiving their reimbursement.  We have alerted our Accounting Department, and have been advised that the check will be mailed out to the customer within the next 7 days.

A review of this complaint indicates that sine the shipment went Interstate (state to state), our Company was not responsible for the transportation, or the handling of the subsequent damage claim that resulted.  We only acted as an Agent for Bekins Van Lines, Inc., which is based out of...

Indianapolis, IN.  Our only involvement in this relocation was to book the move into the Bekins Van Lines, Inc. system, and we performed packing services.  The entirety of the resulting transaction was under the authority of Bekins Van Lines, Inc.  The customer can discuss this further with them.  they can be reached at [redacted]  We would respectfully request that this complaint be removed from our profile, and transferred to Bekins Van Lines, Inc.

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First, the services were procured by phone and there was never an option offered by the company for additional coverage. With that being the case, regardless of whether or not there was additional coverage, that does not give the company or their employees the right to act in a negligent and careless manner and then refuse to accept responsibility or act in a professional manner to properly respond to the customer's complaint, which was the case in this matter and I'm certain with others. Further, the fact that not only were the employees wrecless in handling my property, they also used my bathroon without requesting permission, and urinated, leaving bodily fluids all over my toilet and the floor area surrounding it, leaving it for me to clean, which the company has also refused to acknowledge from my prior complaints. I must say that this is in fact one of the absolute worst experiences that I've ever experienced in dealing with any company, and the manner in which Bekins A1 Movers Management team has handled this matter speaks to their quality of service and commitment to customer care and satisfaction!
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The customer's claim has been settled, and his settlement check was sent out on Friday, the 11th of June.  He should be receiving the settlement check in the next few days.

We did some additional investigation, and did locate the claim form.  However, there is not an amount claimed for the wall damage.  As we  previously stated, please send this invoice into our office, and we will review same.  A claim form was emailed to you yesterday, so you can scan and send the invoice back to our office.

We will send the customer another claim form.  AAs it relates to the jog of money, we encourage the customer to file a police report.  Please also be advised that the customer has not paid the charges for the move, so we will be unable to address their claim until such time as the charges are paid.

[redacted] and [redacted] <[redacted]@[redacted].[redacted]>12:44 PM (22 hours ago)to me Bekins have now resolved the issue,Thank you.

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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as...

Answered]
 Complaint: [redacted]
I am rejecting this response because:  We are not in a position to accept the response until the money that they agreed they would send us is received. Last week they said it would take up to 21 days for us to receive the insurance money, which is outside the time frame the Revdex.com has given us to respond, and that is why we do not feel comfortable accepting/closing this case yet.  We hope to receive the money within the next 2 weeks as Bekens has promised and at that time we will revisit this site to accept the settlement and agree to the case being resolved.
Regards,
[redacted]

We have analyzed the documents and spoke with the crew regarding this relocation.  The customer was presented a quote "not to exceed".  this means that the customer would not pay anything additional over the quoted price, and if actual time and services were less, potentially the charges...

could be less.  However, this move did take longer than was originally estimated.  And the customer was not responsible for those charges. Regarding the packing, it is noted that some items may have had an excessive amount of packing material, but to that end, only one packed item was damaged out of all of the cartons that we packed.  We had that item repaired. We completed the contract as we stated, and did not charge the customer extra money for the length of time needed to perform this move.  We must respectfully decline the customer's request for a refund of charges.
We have checked with our Accounting Department, and learned that their settlement check was mailed out of their office in PA on 1/27.  The customer should receive the check in the next several days.  We do apologize for the delay in sending the check out.

We regret that we were not able to service this customer's relocation.  Unfortunately, between the time we provided the estimate, and the time the customer wanted to schedule the relocation, we had already booked to capacity, and was unable to schedule any additional moves at that...

particular time.  We were not allowed to book any additional moves with those particular loading and delivery dates.

This claim has been assigned to an Independent Repair Company to take a look at the desk, and repair the damages listed on the Claim Form.  If the drawers claimed as missing can be re-fabricated, we would take that action.  Once the report is back in house, we will send out our settlement...

offer to the customer.

On 1/28, a letter was sent to the customer offering to pay for the chair, less the deductible they chose with their valuation.  We hope that the settlement will be seen favorably by the customer.

We have reviewed the correspondence on this file, and would like to offer an additional $500.00 for the damaged leather chair.  In addition, as a gesture of goodwill, and an amicable attempt to settle this matter, we will offer $750.00 for the items claimed as missing.  This would increase our settlement an additional $1,750.00 from the original settlement letter of June 16th, 2015.  Regards,Michael *. R[redacted]Vice President of Claims & Risk ManagementBekins A-1 Movers, Inc.

The customer's check was mailed out of our Accounting office in FL on 2/7/17.  the check number is [redacted].  the customer should be receiving the check within the next few days.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is...

received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

After not hearing from the company we paid to have the wall repaired but, I have no problem sending the invoice. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]