Bekins Transfer and Storage Company

Review: Moved household contents on August 14, 2013 (pick-up) from [redacted] to [redacted], PA [redacted] with unloading August 16, 2013. Took out full insurance, no deductible on contents. Boxes were packed by us, but all other items were to be protected by the movers.The loading crew was headed by [redacted], the unloading crew headed by [redacted]. Upon opening up the van, the contents were found poorly placed, in most cases unprotected. There was significant damage to contents. Photos were taken at each stage of the process, along with itemization for documentation. [redacted] acknowledged that there was poor placement in the van and also acknowledged damage. A witness was there, a former trucking company owner, who reviewed the damages and confirmed with [redacted]. [redacted] tried calling many times to Bekins for the owner to come and observe the situation - but he never appeared.

[redacted], Bekins Claim Dept, was notified. A Transit Presentation of Loss (Claim Number [redacted]) was filed September 3rd, with Bekins, with itemization of damage and amount claiming per item. Full sets of photos were also emailed to Bekins. The estimate for repair/replacement provided for 26 items was $15,210. Only only 2 small items were damaged that were boxed, all significant damage occurred by Bekins lack of protection and placement. Significant valued items was damage to a Brown Jordan cast aluminum set (dining table, sofa, chairs) desktop computer, bench made furniture, and antiques (appraised)

Bekins sent a representative ([redacted]) of [redacted] Restoration, on September 20th who took photos of damaged items.

I received an email from [redacted] offering settlement of $1449, which I stated was unacceptable. She emailed again, and said the manager of the Claims Department said that offer was firm. I requested a list of the repair/replacement costs for what they offered for settlement, but never received.

My next step is to follow a complaint with the PA Public Utility Commission if not resolved.Desired Settlement: Professional repair where feasible (as not to reduce the value of the item) or full replacement value of items. Some damaged pieces were antiques of museum quality.

Business

Response:

Upon receiving contact from **. and [redacted].

[redacted] regarding the possibility of damages, we sent out a claim form. The

certified furniture restoration company that we sent to inspect the damage

provided a report of damages. Many of the damages claimed were not necessarily

considered as transit damage. The settlement offer included the cost of

refinishing some furniture rather than the entire replacement. The settlement

also offered an appearance allowance for items with a small scratch rather than

entire replacement of a damaged item. We denied the full value claimed of the

computer bought in 2009 for $3900. The actual value of a 4-5 year old computer

is significantly less. The amount claimed on the computer also included the

cost of software, which could be re-installed on a different computer using the

same license. The settlement was handled in a timely manner, and in a manner

that we believe to be fair. We're sorry that **. and [redacted]. [redacted] were not

satisfied with the settlement amount.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

On the positive side, I agree that the initial settlement

process was being handled in a timely manner up to the unreasonable proposed

settlement offering.

A request was made to Bekins to have a detailed list of

items to be repaired/replaced and associated cost for their settlement, which

we haven’t received. As stated, the desired outcome we are

seeking is Professional repair where feasible (as not to reduce the value of

the item) or full replacement value of items. Some damaged

pieces were antiques of museum quality. I have no insight on what or how items

are to repaired or replaced.

Only one item was believed not to be transit damage upon

inspection of the certified restoration company that was communicated to us

during the inspection. As mentioned in my letter, we did have a former trucking

company owner at the site during unloading who helped document the damage in

writing, by photos, and review with Bekin’s professional [redacted]. This person

also performed insurance evaluations for the industry

As to the computer, it did have pricing for the software

that is licensed to only one machine. For instance, software for [redacted]

Office Professional is licensed only for one computer, it is not transferable

as is the operating system. [redacted] requested a copy of the invoice for a

replacement computer (without software). Bekins said they were not including

the computer and monitor in the settlement since they did not pack it, which is

untrue. The head mover said he would wrap-it for protection, which I believe is

protocol for moving pieces.

Representative photos can be forwarded to the Revdex.com if requested.