Your most recent communication with the Revdex.com (ID ***) has been receivedOur billing department has again reviewed the documents in your relocation fileAn additional refund check for the amount of $was issued on April Please accept our apologies that you experienced any difficulties with your relocation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Bekins again has disregarded the claim that their contractor essentially "dumped off" fine furniture without regard to professional transport and handling procedures. To say that "All items listed on the inventory were signed for as being received in good order with no discrepancies recorded or reported at the time." is erroneous, ranging on gross misrepresentation, as no effort was made by the Bekins contractor (who either had a substance abuse problem or was unable to communicate due to fatigue) to review piece by piece of the damaged furniture. Simply obtaining a signature from an year old cancer survivor and widow before all the furntiure was placed in the apartment is an unsavory and unscrupulous business practice on the part of Bekins and its contractors Bottom line: if you look at other complaints on this Revdex.com website, this is not a "on- off claim." The Revdex.com audience can see that this is a systemic problem with this Bekins organization that should be reported to the State Attorney General. Moreover, this practice is not consistent with the A+ rating that Revdex.com has given to this organization. copies of this complaint will be posted on the Revdex.com website.
Regards,
*** ***
Dear Mr***,Your claim was not for any internal damage of the units Your claim was for dents, scratches and knicksI am well aware of the Miele brand of appliances Mr*** The type of damage you have claimed can be inspected by any technician and does not require any diagnostics. The firm that we contacted is an independent third party and is quite capable of providing an impartial analysis of the damage viewed It appears that you are trying to keep Bekins from inspecting these items while you continue to pushe for full replacement The only way that we could confirm, with any certainty, that the damage occurred in transit would be if you had made a written notation to any new damage at the time of delivery You did not make written notations at delivery and pre-existing damage existed prior to our handling; therefore, your claim was denied.We have attempted to compromise with you by having the items inspected If you are not in agreement with allowing an inspection by the firm that we have contacted then the offer of compromise is rescinded and we are maintaining our denial of your claim As I have stated previously, the inspector is simply taking photos and viewing the damage they WILL NOT be repairing anything If you wish to obtain an inspection from a Miele authorized technician at your expense to submit for review , you are welcome to do so; however, until then there will be no further action taken and our denial is maintained.Sincerely,Kathy K***, Director Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As specified in my complaint I cannot accept this justificationYour driver, a Bekin employee, when unloading at the storage unit, explicitly stated that we did not need to inspect the items being unloaded there at that time. Your staff therefore gave us instructions that then lost us our contractual and insurance rightsGiven your continual reluctance to acknowledge this I can only assume this is part of a larger corporate policy intended to save drivers time and defraud your customers.I escalated this to the Revdex.com in order to impress on you how strongly I feel about thisI don't want to but I am happy to escalate it further.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After reading your response I decided to contact my attorney I must tell you that I am years young and, sad for you, I'm NOT a quitter. The fact is, that you deceived me, by having ***, a company unknown to me, pick up my belongings, in New York Bekins never informed me that they had farmed out my move to an associate mover, until strangers arrived at my doorI was shocked to see the *** truck and the *** employees at my homeThere was no sign of the Supervisor, Bekins had promised .The person who had assured me he would see my move through, from start to finish This was on the day I hired Bekins, three weeks earlier. In the confusion, when I questioned one of the men, he responded with, "Listen lady I'm the boss." That was unconscionable and threateningWhen I called ***, a vice president told me, "that was just his way"; that he would talk to him. From then on, I absented myself from the moveI had no alternative but to proceed and frankly, I didn't want to fall into that man's mouth, again I retreated to my office Further, I was never asked about additional insurance until after I'd signed a reef of paperwork, at the end of packingI simply signed, whatever I was asked to signWhat's more I assumed that Bekins was covered by insurance, because they said so, in their brochure. Bekins had built up my confidence in them, by meeting with me and presenting a detailed paquette, about their superb packing specialists and packing techniques, "fully insured" statements, their reliability, and their network of expertsThere were pages and pages of misleading paperwork, advertising and doctored photographs designed to make an innocent customer think that your affiliates are YOU. Yes, that BEKINS, is the mover and, Bekins is moving you Statements in very large bold type: Bekins has the country covered-which means there's almost certainly a Bekins agent close to your homeFind out today at Bekinscom We see you as a person moving their entire life-not just there possessionsAnd we move you the same way we'd move our own family. WHAT?There are countless statements in your printed materials designed to confuse and misleadNo layman would recognize the fallacy, in what you do Your advertising is a sham, designed to misinform and misrepresent your companyIndeed you have "no attention to detail," and you most certainly do not have" professional packing services" or offer exemplary packing and" transportation of specialty items." You do not live up to what you claim to do and you hide the rest, in small print. Before we go further, I want Bekins to know that I have the nearly pages of my signatures and initialing that *** put in front of me, adding to my confusion This was a fast shuffle and I had no opportunity to read anything. I also have the appraisal for which I paid $to establish the value of my loss and a comprehensive appraisal reportI have the un-cashed check for $you had the gall to send me, as full payment for my lossAnd I have all your paperwork for my move., all the uncountable brochures ,newspaper articles and booklets you jam into your paquette, to pull the wool over my eyes. My current plan is to follow my attorney's advice and contact the Indiana Attorney General's office to file a complaint against BekinsI will also get in touch with the Motor Carrier Safety Administration, Department of Transportation Investigation Division, Washington, DCand file another complaintAnd, I will call my Congressman's officeIn addition, I plan to contact my local radio, newspapers and TV stations to line up an interview about moving scamsBelieve me, I will use Bekins as an example. It's a big job, but I will do itYour disregard for a Senior like me, or any customer, is despicable.Regards,
*** ***
Your complaint filed with the Revdex.com (ID ***) has been received and we have reviewed the documentation in your relocation file, and in your claim fileOn behalf of Bekins Van Lines, please accept our apologies that you experienced any difficulties with your relocationBekins
Van Lines has responded to the complaint which you filed with the Federal Motor Carrier Safety Administration (FMCSA)The FMCSA has taken no further action on your complaintAs a matter of clarification for purposes of this Revdex.com complaint, you placed your household goods in permanent storage in Sarasota in December This storage contract was NOT a part of Bekins Van Lines’ service but was handled by the local storage warehouse, under a separate contract with you, and under that storage warehouse’s authority. On approximately April 4, you signed an Estimate / Order For Service for an interstate shipment from the Sarasota, Fla., warehouse to your new residence in Bristol, ConnBekins Van Lines’ liability commenced when our driver received your shipment from the storage warehouseWhen your shipment was loaded on the Bekins Van Lines truck on April 28, you signed a Bill of Lading (copy attached.) On page of the Bill of Lading form, you signed under the following statement: I acknowledge that for my shipment I have: 1) WAIVED the Full (Replacement) Level of protection, for which I received an estimate of charges, and 2) received a copy of the “Your Rights and Responsibilities When You Move” brochure explaining these provisionsYour claim for lost and damaged items has been reviewed by our Claims Department and you have been in contact with the Claims Team Leader who is working on your claimAttached to this response is our most recent correspondence to you dated August 25, The claim settlement is based upon your released value of $0.60/lb., times the standard industry weights for the items claimed as damagedIf the standard industry weights used are found to be insufficient and if substantiation can be provided that would support different weights, our Claims Department would again review your claimRegarding your claim for a lost riding lawn mower, our records show that when your household goods were loaded by the Bekins Van Lines driver, the lawn mower was missing at that timeSince we can support that the claimed loss occurred prior to your interstate contract, this portion of your claim was submitted to the Sarasota office for reviewAttached is a copy of their settlement letter to you regarding the lawn mowerRegarding all the other claimed missing items, per our records, everything we received for shipment, (other than the lawn mower), was accounted for at delivery and signed for as being receivedSince we have no evidence that would support the extent of missing items being claimed, we must deny liability for these itemsAgain, please accept our apologies that you experienced any difficulties with your relocation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Just as this company has responded twice to me, they have completely ignored the content of the messages I sent themThey claim their tracker doesn't show any mistakes, but it is their tracker that is the problemNow they will need to provide the copy of the signed tracker to show just how much notation both the local movers and myself had to put on their to annotate just how wrong it wasI also have the signature of the movers and my fiance's signature on the BACK of the documentation both stating that the tracker is inaccurateThey assured us they would follow up later and to let them know if we found any other discrepanciesSure enough, within hours of unpacking we noticed all the missing itemsWe called back our main mover (the longhaul one), and he said he apologized and would take care of itHe never told anyone, and it took me weeks to find out that nothing had happened proactively to track our goodsI then called the company's customer service to get them to do a tracker on the goods, which they said would take a monthI waited a month and called back and was told they didn't have anything in their system indicting they had run a tracker, so only at that point did they try and do a tracker ALMOST MONTHS AFTER THE MOVENaturally, they weren't able to locate any of our lost itemsThis is all the detail this company somehow conveniently forgot to mentionThe entire time up until now I've been patient and tried to let them see they're mistakes, but they continue to show an inability to perform proper business practiceI've also now attached the full letter I sent them on March 6thI spent days working on this letter, and their response shows they didn't even read it and went back to their cookie cutter irrelevant responseIt is clear they have no interest in righting the wrongs their company commits, and are solely interested in saving as much money as they can at the expense of customers
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Kathy K***, We are the ones who notified you about your driver's medical issuesHe hung up on Rebecca King and then all of the crew surrounded us and let us know we should NOT have called corporateIt was not resolved, they halfway finished and then leftWe were never "allowed" any compensation for our inconvenience of that dayWe did receive an apology from the vice president with a $check to use any way we wanted but the back said clearly we could not get any other compensationWe were offered compensation on the delay of the overflow shipment but was never awarded to usNo, our shipment was not lostIt was overbooked on that truck and then put in a warehouse instead of being shipped to usWE WERE NEVER TOLD IT WAS GOING TO BE PUT IN STORAGE!! Yes, your people were in contact as we had to constantly call about our belongings,but could not provide any answers to where, when and what happened to our belongingsThey were sorry but did not have answersWe released our shipment at cents per pound to be delivered in a certain delivery time frameYou choose to store our belongings for almost a month and transport it to us by a freight carrier, and causing maximum damage in the process. Please do send your repair firm to inspect damageThe entertainment center was shattered into piecesThey could not get it off the truckYour office deemed it was worth $THis was an inch solid wood and glass entertainment center
Regards,
*** ***
Dear Revdex.comI have been working with the customer this week to reach a fair settlementThey had rejected my response prior to having received my email to them addressing their issues and agreeing to review the claim again I had committed to replying to the customer prior to close of business Friday March 4, I reached out today and we reached an agreement I issued a check to the customer today per an email agreement between Bekins and the customer I believe you will find that the customer is satisfied with our resolution of their complaint now. Sincerely,Kathy ***, Director, Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would be satisfactory, even though the resolution will only pay 50% of the damages we incurred Unfortunately, while I am willing to agree, the documents Bekins sent do not include any email address, mailing address, or phone number for the person in charge so, I can sign the release form and resolve the issue Without these information, we cannot proceed further
Regards,
*** ***
Dear Ms***: A copy or your complaint filed with the Revdex.com has been received in this office and forwarded to my attention for review and responseWe understand that you are not happy with the denial of your claim for the items that were packed by owner. Our records
indicate Bekins Van Lines, Incdid not provide the packing service for you. We assumed responsibility for your cartons when we received your property. However, the cartons were already packed and 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. The photos you provided do not confirm damage to the exterior of the cartons that could have caused the damage you described There were no written notations to any items believed to be damaged at delivery or that any boxes were dropped by the crew We believe we delivered the containers in the same condition as we received them, therefore, we have no basis on which to assume liability for this portion of your claimYour correspondence to Ms*** indicated your desire to receive information regarding the arbitration program available to our customers through AMSA the following is the link to the brochure that will explain the process you must follow http://www.moving.org/files/arbitration/brochure_a.pdf Please accept my apologies that you experienced any difficulties with your relocationSincerely, Kathy K*** Director, Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am in receipt of your most recent correspondance of October 14, I appreciate your offer of compromise to repair my units I still must remain firm that Miele conduct any repairs, as these appliances are atypical to standard washer and dryer units and require a tech that services and specializes in Miele appliances I have only used Miele to service them, even having paid for Miele to install the shipping struts prior to them being moved, not Bekins or a third party, because they require special care and I would appreciate the same consideration in regard to my claim I am currently in CaliforniaMy parents have been involved with the move both in California and in Florida and will be available to meet with a repair tech whenever scheduled Kind regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regar*** *** I do not accept the above response because besides a broken bike and the lost carton there four drawers of my custom made bedroom set that your people pack
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
I will agree to the amount of $3,for the repairs, if that is what the company wants to fix everything. I understand the rights and responsibilities when shipment arrives, but your driver and supervisors sent the laborer so home and said it was too late to go thru everything and most of the items I wanted to see, lamps,mirrors and pictures were against walls with furniture and boxes in front of these items, Danny assured that it anything else was broken that I should put them on the claim form, they were other numerous mirror and pictures broken that I have repaired and paid forI want $to pay for anew painting.I will make an agreement to for go the price of the missing mirror, but not the signed oil painting
*** ***
Dear Revdex.com:Attached is a copy of Bekins' response to the customer's complaint Sincerely,Kathy K*** Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that 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.]Under Federal law the customer has months to inspect the shipment for damaged or missing items. And I followed that rule. The customer is not required to unpack while the shipment is being delivered which is what Bekins is offering as the reason for denying part of my claim. I do not consider this matter resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I call your attention to my last emailI reject your current response for the same reasons I have statedThe fact that the items that were broken were packed in such a slipshod way makes you liable for the damageThe packing of your affiliate company was far below the standard of any moving company providing the same serviceI repeat, there was no crating of the most delicate items and the thin paper wrappings were almost non-existent, especially since they were very fragile and all jammed into one cartonThe zebra required extensive crating, as did the mirrors which were chipped in several places, the former smashedNeedless to say this was not doneThe carelessness of your company was the reason for the breakageThis has nothing to do with extra insuranceUnder circumstances and without paying extra for coverage, this should not have happenedYour settlement check remains uncashedIt is an insultPlease don't make it necessary for me to engage an attorney to resolve this matter
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes I know that I signed the waiver on the insurance. I was told by Chris G*** that I had the right to add additional insurance on the day of the move. This is exactly what I wanted to do, however at the advice of your driver I did not take it. Under these stressful times of moving your employee should not be allowed to even say such things to us the customer.As far as accepting your apology for my things arriving a week late...NO I do not accept that! That was not part of the deal that we agreed to. We feel we should be compensated for having to wait a week for the rest of our property...we didn't get an apology then!!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As far as the offered settlement value of the items is concerned, the best I could do was provide the photos which I didThe items were imported 25-years ago, and are impossible to find todayAdditionally, I do not have receipts from so long ago. It is true that the pre-existing damage to the foot board and dining table was noted before the move; however, the claim is for the additional damage caused during the moveI have no way to prove this additional damage other than providing the new damage photos which I didIf you took photos of the pre-existing damage, you are welcome to compare the two versions. There was ABSOLUTELY NO PRE-EXISTING DAMAGE NOTED FOR THE BACK OF THE DRESSING TABLE (PHOTO ATTACHED AGAIN), AS WELL AS THE FREEZER (PHOTO ATTACHED AGAIN)If your position is that it was pre-existing, please share the records with me! The damage to these items is considerable and non-negotiable. As for the missing items, since the loss is not huge, I am willing to take this loss.In summary, as a bare minimum, I will accept the offered compensation of $plus $for the freezer as claimed plus $for repairing the dressing table
Regards,
*** ***
Your complaint filed with the Revdex.com (ID ***) has been received and a copy was forwarded to my attention for review and responseI have reviewed the documents which are included in your relocation file, including the correspondence related to your claim for damage
Attached to this response is a letter dated October 24, to you from our Claims DepartmentAs stated in this letter, the claims director has further reviewed the two claims which you submittedThe total settlement offered will be $7,831.33, less the $deductible on your shipment Our Credit and Collections department has been advised that you have submitted a credit card dispute for your shipment chargesUpon notification that the credit card dispute has been resolved, the claims department will process your settlement payment Please accept our apologies that you experienced any difficulties with your relocation
Your most recent communication with the Revdex.com (ID ***) has been receivedOur billing department has again reviewed the documents in your relocation fileAn additional refund check for the amount of $was issued on April Please accept our apologies that you experienced any difficulties with your relocation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Bekins again has disregarded the claim that their contractor essentially "dumped off" fine furniture without regard to professional transport and handling procedures. To say that "All items listed on the inventory were signed for as being received in good order with no discrepancies recorded or reported at the time." is erroneous, ranging on gross misrepresentation, as no effort was made by the Bekins contractor (who either had a substance abuse problem or was unable to communicate due to fatigue) to review piece by piece of the damaged furniture. Simply obtaining a signature from an year old cancer survivor and widow before all the furntiure was placed in the apartment is an unsavory and unscrupulous business practice on the part of Bekins and its contractors Bottom line: if you look at other complaints on this Revdex.com website, this is not a "on- off claim." The Revdex.com audience can see that this is a systemic problem with this Bekins organization that should be reported to the State Attorney General. Moreover, this practice is not consistent with the A+ rating that Revdex.com has given to this organization. copies of this complaint will be posted on the Revdex.com website.
Regards,
*** ***
Dear Mr***,Your claim was not for any internal damage of the units Your claim was for dents, scratches and knicksI am well aware of the Miele brand of appliances Mr*** The type of damage you have claimed can be inspected by any technician and does not require any diagnostics. The firm that we contacted is an independent third party and is quite capable of providing an impartial analysis of the damage viewed It appears that you are trying to keep Bekins from inspecting these items while you continue to pushe for full replacement The only way that we could confirm, with any certainty, that the damage occurred in transit would be if you had made a written notation to any new damage at the time of delivery You did not make written notations at delivery and pre-existing damage existed prior to our handling; therefore, your claim was denied.We have attempted to compromise with you by having the items inspected If you are not in agreement with allowing an inspection by the firm that we have contacted then the offer of compromise is rescinded and we are maintaining our denial of your claim As I have stated previously, the inspector is simply taking photos and viewing the damage they WILL NOT be repairing anything If you wish to obtain an inspection from a Miele authorized technician at your expense to submit for review , you are welcome to do so; however, until then there will be no further action taken and our denial is maintained.Sincerely,Kathy K***, Director Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As specified in my complaint I cannot accept this justificationYour driver, a Bekin employee, when unloading at the storage unit, explicitly stated that we did not need to inspect the items being unloaded there at that time. Your staff therefore gave us instructions that then lost us our contractual and insurance rightsGiven your continual reluctance to acknowledge this I can only assume this is part of a larger corporate policy intended to save drivers time and defraud your customers.I escalated this to the Revdex.com in order to impress on you how strongly I feel about thisI don't want to but I am happy to escalate it further.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After reading your response I decided to contact my attorney I must tell you that I am years young and, sad for you, I'm NOT a quitter. The fact is, that you deceived me, by having ***, a company unknown to me, pick up my belongings, in New York Bekins never informed me that they had farmed out my move to an associate mover, until strangers arrived at my doorI was shocked to see the *** truck and the *** employees at my homeThere was no sign of the Supervisor, Bekins had promised .The person who had assured me he would see my move through, from start to finish This was on the day I hired Bekins, three weeks earlier. In the confusion, when I questioned one of the men, he responded with, "Listen lady I'm the boss." That was unconscionable and threateningWhen I called ***, a vice president told me, "that was just his way"; that he would talk to him. From then on, I absented myself from the moveI had no alternative but to proceed and frankly, I didn't want to fall into that man's mouth, again I retreated to my office Further, I was never asked about additional insurance until after I'd signed a reef of paperwork, at the end of packingI simply signed, whatever I was asked to signWhat's more I assumed that Bekins was covered by insurance, because they said so, in their brochure. Bekins had built up my confidence in them, by meeting with me and presenting a detailed paquette, about their superb packing specialists and packing techniques, "fully insured" statements, their reliability, and their network of expertsThere were pages and pages of misleading paperwork, advertising and doctored photographs designed to make an innocent customer think that your affiliates are YOU. Yes, that BEKINS, is the mover and, Bekins is moving you Statements in very large bold type: Bekins has the country covered-which means there's almost certainly a Bekins agent close to your homeFind out today at Bekinscom We see you as a person moving their entire life-not just there possessionsAnd we move you the same way we'd move our own family. WHAT?There are countless statements in your printed materials designed to confuse and misleadNo layman would recognize the fallacy, in what you do Your advertising is a sham, designed to misinform and misrepresent your companyIndeed you have "no attention to detail," and you most certainly do not have" professional packing services" or offer exemplary packing and" transportation of specialty items." You do not live up to what you claim to do and you hide the rest, in small print. Before we go further, I want Bekins to know that I have the nearly pages of my signatures and initialing that *** put in front of me, adding to my confusion This was a fast shuffle and I had no opportunity to read anything. I also have the appraisal for which I paid $to establish the value of my loss and a comprehensive appraisal reportI have the un-cashed check for $you had the gall to send me, as full payment for my lossAnd I have all your paperwork for my move., all the uncountable brochures ,newspaper articles and booklets you jam into your paquette, to pull the wool over my eyes. My current plan is to follow my attorney's advice and contact the Indiana Attorney General's office to file a complaint against BekinsI will also get in touch with the Motor Carrier Safety Administration, Department of Transportation Investigation Division, Washington, DCand file another complaintAnd, I will call my Congressman's officeIn addition, I plan to contact my local radio, newspapers and TV stations to line up an interview about moving scamsBelieve me, I will use Bekins as an example. It's a big job, but I will do itYour disregard for a Senior like me, or any customer, is despicable.Regards,
*** ***
Your complaint filed with the Revdex.com (ID ***) has been received and we have reviewed the documentation in your relocation file, and in your claim fileOn behalf of Bekins Van Lines, please accept our apologies that you experienced any difficulties with your relocationBekins
Van Lines has responded to the complaint which you filed with the Federal Motor Carrier Safety Administration (FMCSA)The FMCSA has taken no further action on your complaintAs a matter of clarification for purposes of this Revdex.com complaint, you placed your household goods in permanent storage in Sarasota in December This storage contract was NOT a part of Bekins Van Lines’ service but was handled by the local storage warehouse, under a separate contract with you, and under that storage warehouse’s authority. On approximately April 4, you signed an Estimate / Order For Service for an interstate shipment from the Sarasota, Fla., warehouse to your new residence in Bristol, ConnBekins Van Lines’ liability commenced when our driver received your shipment from the storage warehouseWhen your shipment was loaded on the Bekins Van Lines truck on April 28, you signed a Bill of Lading (copy attached.) On page of the Bill of Lading form, you signed under the following statement: I acknowledge that for my shipment I have: 1) WAIVED the Full (Replacement) Level of protection, for which I received an estimate of charges, and 2) received a copy of the “Your Rights and Responsibilities When You Move” brochure explaining these provisionsYour claim for lost and damaged items has been reviewed by our Claims Department and you have been in contact with the Claims Team Leader who is working on your claimAttached to this response is our most recent correspondence to you dated August 25, The claim settlement is based upon your released value of $0.60/lb., times the standard industry weights for the items claimed as damagedIf the standard industry weights used are found to be insufficient and if substantiation can be provided that would support different weights, our Claims Department would again review your claimRegarding your claim for a lost riding lawn mower, our records show that when your household goods were loaded by the Bekins Van Lines driver, the lawn mower was missing at that timeSince we can support that the claimed loss occurred prior to your interstate contract, this portion of your claim was submitted to the Sarasota office for reviewAttached is a copy of their settlement letter to you regarding the lawn mowerRegarding all the other claimed missing items, per our records, everything we received for shipment, (other than the lawn mower), was accounted for at delivery and signed for as being receivedSince we have no evidence that would support the extent of missing items being claimed, we must deny liability for these itemsAgain, please accept our apologies that you experienced any difficulties with your relocation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Just as this company has responded twice to me, they have completely ignored the content of the messages I sent themThey claim their tracker doesn't show any mistakes, but it is their tracker that is the problemNow they will need to provide the copy of the signed tracker to show just how much notation both the local movers and myself had to put on their to annotate just how wrong it wasI also have the signature of the movers and my fiance's signature on the BACK of the documentation both stating that the tracker is inaccurateThey assured us they would follow up later and to let them know if we found any other discrepanciesSure enough, within hours of unpacking we noticed all the missing itemsWe called back our main mover (the longhaul one), and he said he apologized and would take care of itHe never told anyone, and it took me weeks to find out that nothing had happened proactively to track our goodsI then called the company's customer service to get them to do a tracker on the goods, which they said would take a monthI waited a month and called back and was told they didn't have anything in their system indicting they had run a tracker, so only at that point did they try and do a tracker ALMOST MONTHS AFTER THE MOVENaturally, they weren't able to locate any of our lost itemsThis is all the detail this company somehow conveniently forgot to mentionThe entire time up until now I've been patient and tried to let them see they're mistakes, but they continue to show an inability to perform proper business practiceI've also now attached the full letter I sent them on March 6thI spent days working on this letter, and their response shows they didn't even read it and went back to their cookie cutter irrelevant responseIt is clear they have no interest in righting the wrongs their company commits, and are solely interested in saving as much money as they can at the expense of customers
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Kathy K***, We are the ones who notified you about your driver's medical issuesHe hung up on Rebecca King and then all of the crew surrounded us and let us know we should NOT have called corporateIt was not resolved, they halfway finished and then leftWe were never "allowed" any compensation for our inconvenience of that dayWe did receive an apology from the vice president with a $check to use any way we wanted but the back said clearly we could not get any other compensationWe were offered compensation on the delay of the overflow shipment but was never awarded to usNo, our shipment was not lostIt was overbooked on that truck and then put in a warehouse instead of being shipped to usWE WERE NEVER TOLD IT WAS GOING TO BE PUT IN STORAGE!! Yes, your people were in contact as we had to constantly call about our belongings,but could not provide any answers to where, when and what happened to our belongingsThey were sorry but did not have answersWe released our shipment at cents per pound to be delivered in a certain delivery time frameYou choose to store our belongings for almost a month and transport it to us by a freight carrier, and causing maximum damage in the process. Please do send your repair firm to inspect damageThe entertainment center was shattered into piecesThey could not get it off the truckYour office deemed it was worth $THis was an inch solid wood and glass entertainment center
Regards,
*** ***
Dear Revdex.comI have been working with the customer this week to reach a fair settlementThey had rejected my response prior to having received my email to them addressing their issues and agreeing to review the claim again I had committed to replying to the customer prior to close of business Friday March 4, I reached out today and we reached an agreement I issued a check to the customer today per an email agreement between Bekins and the customer I believe you will find that the customer is satisfied with our resolution of their complaint now. Sincerely,Kathy ***, Director, Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would be satisfactory, even though the resolution will only pay 50% of the damages we incurred Unfortunately, while I am willing to agree, the documents Bekins sent do not include any email address, mailing address, or phone number for the person in charge so, I can sign the release form and resolve the issue Without these information, we cannot proceed further
Regards,
*** ***
Dear Ms***: A copy or your complaint filed with the Revdex.com has been received in this office and forwarded to my attention for review and responseWe understand that you are not happy with the denial of your claim for the items that were packed by owner. Our records
indicate Bekins Van Lines, Incdid not provide the packing service for you. We assumed responsibility for your cartons when we received your property. However, the cartons were already packed and 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. The photos you provided do not confirm damage to the exterior of the cartons that could have caused the damage you described There were no written notations to any items believed to be damaged at delivery or that any boxes were dropped by the crew We believe we delivered the containers in the same condition as we received them, therefore, we have no basis on which to assume liability for this portion of your claimYour correspondence to Ms*** indicated your desire to receive information regarding the arbitration program available to our customers through AMSA the following is the link to the brochure that will explain the process you must follow http://www.moving.org/files/arbitration/brochure_a.pdf Please accept my apologies that you experienced any difficulties with your relocationSincerely, Kathy K*** Director, Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am in receipt of your most recent correspondance of October 14, I appreciate your offer of compromise to repair my units I still must remain firm that Miele conduct any repairs, as these appliances are atypical to standard washer and dryer units and require a tech that services and specializes in Miele appliances I have only used Miele to service them, even having paid for Miele to install the shipping struts prior to them being moved, not Bekins or a third party, because they require special care and I would appreciate the same consideration in regard to my claim I am currently in CaliforniaMy parents have been involved with the move both in California and in Florida and will be available to meet with a repair tech whenever scheduled Kind regards, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regar*** *** I do not accept the above response because besides a broken bike and the lost carton there four drawers of my custom made bedroom set that your people pack
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
I will agree to the amount of $3,for the repairs, if that is what the company wants to fix everything. I understand the rights and responsibilities when shipment arrives, but your driver and supervisors sent the laborer so home and said it was too late to go thru everything and most of the items I wanted to see, lamps,mirrors and pictures were against walls with furniture and boxes in front of these items, Danny assured that it anything else was broken that I should put them on the claim form, they were other numerous mirror and pictures broken that I have repaired and paid forI want $to pay for anew painting.I will make an agreement to for go the price of the missing mirror, but not the signed oil painting
*** ***
Dear Revdex.com:Attached is a copy of Bekins' response to the customer's complaint Sincerely,Kathy K*** Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that 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.]Under Federal law the customer has months to inspect the shipment for damaged or missing items. And I followed that rule. The customer is not required to unpack while the shipment is being delivered which is what Bekins is offering as the reason for denying part of my claim. I do not consider this matter resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I call your attention to my last emailI reject your current response for the same reasons I have statedThe fact that the items that were broken were packed in such a slipshod way makes you liable for the damageThe packing of your affiliate company was far below the standard of any moving company providing the same serviceI repeat, there was no crating of the most delicate items and the thin paper wrappings were almost non-existent, especially since they were very fragile and all jammed into one cartonThe zebra required extensive crating, as did the mirrors which were chipped in several places, the former smashedNeedless to say this was not doneThe carelessness of your company was the reason for the breakageThis has nothing to do with extra insuranceUnder circumstances and without paying extra for coverage, this should not have happenedYour settlement check remains uncashedIt is an insultPlease don't make it necessary for me to engage an attorney to resolve this matter
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes I know that I signed the waiver on the insurance. I was told by Chris G*** that I had the right to add additional insurance on the day of the move. This is exactly what I wanted to do, however at the advice of your driver I did not take it. Under these stressful times of moving your employee should not be allowed to even say such things to us the customer.As far as accepting your apology for my things arriving a week late...NO I do not accept that! That was not part of the deal that we agreed to. We feel we should be compensated for having to wait a week for the rest of our property...we didn't get an apology then!!
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As far as the offered settlement value of the items is concerned, the best I could do was provide the photos which I didThe items were imported 25-years ago, and are impossible to find todayAdditionally, I do not have receipts from so long ago. It is true that the pre-existing damage to the foot board and dining table was noted before the move; however, the claim is for the additional damage caused during the moveI have no way to prove this additional damage other than providing the new damage photos which I didIf you took photos of the pre-existing damage, you are welcome to compare the two versions. There was ABSOLUTELY NO PRE-EXISTING DAMAGE NOTED FOR THE BACK OF THE DRESSING TABLE (PHOTO ATTACHED AGAIN), AS WELL AS THE FREEZER (PHOTO ATTACHED AGAIN)If your position is that it was pre-existing, please share the records with me! The damage to these items is considerable and non-negotiable. As for the missing items, since the loss is not huge, I am willing to take this loss.In summary, as a bare minimum, I will accept the offered compensation of $plus $for the freezer as claimed plus $for repairing the dressing table
Regards,
*** ***
Your complaint filed with the Revdex.com (ID ***) has been received and a copy was forwarded to my attention for review and responseI have reviewed the documents which are included in your relocation file, including the correspondence related to your claim for damage
Attached to this response is a letter dated October 24, to you from our Claims DepartmentAs stated in this letter, the claims director has further reviewed the two claims which you submittedThe total settlement offered will be $7,831.33, less the $deductible on your shipment Our Credit and Collections department has been advised that you have submitted a credit card dispute for your shipment chargesUpon notification that the credit card dispute has been resolved, the claims department will process your settlement payment Please accept our apologies that you experienced any difficulties with your relocation