myBekins

Review: I arranged for TMO through the [redacted] office, and the company that they hired to ship my goods was Bekins A1.

The packers/movers came to my house in North Carolina and took all of my things on 12 July. I was given a copy of the bill of lading, and on the paperwork it said that the delivery date would be 31 July. For TMO, that is actually a long time (for a CONUS move) and they assured me that date was the *absolute latest* it would be delivered.

They were covered up until 31 July, but they gave me the impression it would not take nearly that long.

So, 31 July came and went, and I still have none of my things. I have been talking to them repeatedly, leaving messages and sending emails (that usually go unanswered).

On Monday, 5 August, I received a message from [redacted] telling me that my things would be packed up on 6 August, and she gave me the assigned driver's name and told me to call with any questions. I did call on 7 August to see what the expected delivery time would be, assuming they would be here to deliver my stuff 8 or 9 August.

When I called and spoke with [redacted] (at the dispatch office) she didn't know who I was or what I was referring to. She finally put me on hold, and when she got back on the line she informed me that my things HAD been packed up on Tuesday, along with another shipment headed to Colorado.

Evidently the other shipment was larger than they anticipated and caused them to go over weight, so my things were unloaded, and as of now are still sitting there in North Carolina with no driver assigned.

Each time I speak with them they are very polite, and tell me that they just don't have enough drivers right now. I do understand that, however if they knew this was a busy time for them they should not have taken on my shipment, or at the very least should have given me a more realistic time frame to expect my delivery.

I am told that my things are a priorty, and their website states that military shipments take precedence, however now that I am separated I really don't count as military anymore. Basically I'm on my own here.

The issue is that I am given the opportunity to file "inconvenience claims", so that if I need to purchase essential items they will re-imburse me. I do not have money to go out and buy a bunch of new stuff, and don't have room for extra things... nor do I want to deal with their claims process. I just want MY things.

My overall concerns are that since the military paid for this move and they are offering compensation in the for of these "inconvenience claims", I don't have a legal leg to stand on. I also do not want to cause too much of a stir because I worry they'll just put my things in a corner, or damage them.

I have tried calling a million numbers, but the only ones I seem to reach are at dispatch. I have tried emailing the company (no reply) and speaking to someone higher up, to no avail.

The dispatch number (for [redacted] I believe) is; ###-###-####

The number I have for their military department is ###-###-####Desired Settlement: I want my things delivered NOW. As of today, 9 August, they are already 9 days late with my shipment, and still do not have a driver assigned to pick up my shipment in NC and bring it to me in CO. This is unacceptable.

Business

Response:

We do apologize for the delays surrounding this customer's relocation. We take note that this shipment is currently in transit, and is expected to arrive in Colorado later this week. We will contact the customer to set up the delivery time for the household goods. If the customer has experienced any out of pocket costs, they can submit the receipts for review to our office. Again, we apologize for the difficulty during the handling of this customer's goods.

Review: Dear Sirs:

Enclosed is a copy of a letter received in August 2012 from Bekins- A-1 Movers, Inc. regarding damage to my Steinway. Pain Serial #[redacted] Model B in move from [redacted] to [redacted] On May 23-24, 2012.

The Bekins Representative [redacted] assured me, that their movers were "Very Experienced in moving Grand Pianos." [redacted]'s statement was not accurate.

The following is a list of damage to my piano by Bekins inexperienced movers.

1. Damage to the action

23 Split & Broke the Lyre (by forced removal of wooden rods).

3. Rear leg, bent large screw and dented rear leg by use of sledgehammer.

4. Lost the 3 walnuts leg supports, which were never delivered by Bekins.

5. Marked and scratched the ebony finish in numerous places.

6. In setting up the piano, replace of legs in wrong positions.

7. Damaged the action

8. Dampers damaged where bent after improper transportation.

9. Damaged two notes in Bass Clef.

I have had the piano repaired all except the refinished of the damage finished. Because I am preparing a full program in February and teaching, I have not been able to be deprived of the instrument at this time.

I am enclosing a copy of recommendations and qualifications of [redacted], Ph.D. who completely rebuilt the piano in 2011.

Re: [redacted] 1-A of Aug 24, 2012 letter to me.

When their salesperson came to my residence to look at the piano, he knew there were problems. The movers did not know how to reassemble the piano. Each leg is numbered to be placed in the corresponding number of the piano. The legs were not in their correct places.

I had called [redacted], Ph. D. who had completely restored the piano in 2011, to check the piano for damages. He placed the piano on a stand in order to remove the legs so they could be placed in the correct positions, after he repaired the screw and damaged leg.

Bekins hired [redacted] to meet with my technician [redacted] to check damage also have [redacted] exam the piano. [redacted] had turned it in the past in Oct 2009 completely rubbed out the finish piano. They stated that the exterior of the case was beautiful and informed me they never received a call from Bekins!

Being a professional pianist and teacher, I could not wait to repair my piano. I expect to be repaid for the following, which I have paid to date see enclosures.

June 14, 2012- ck #[redacted]- $940.00

Sept 07, 2012- ck #[redacted]- $4,560.00

Oct 23, 2012- ck #[redacted]- $2, 560.00

Dec 12, 2012- ck #[redacted]- $950.00

Plus the cost of the work as of yet unfinished on my Steinway Piano (damage to the finish estimated at $6,900)(see complaint online). **Desired Settlement: Re: damage to furniture items-

I had not even presented these small item damages. I just expected to take care of them myself, but [redacted] of Bekins pushed me with refusing to pay for the expensive damages done to my Steinway. Therefore, I am including the damages to the antique end table of $38.00 and cost of remounting the shadow box $50.00 to the piano damages.

Business

Response:

A review of the executed paperwork at the time of delivery indicates that there was nothing listed as damaged at the time of delivery. Accordingly, we must assume that all items tendered to us arrived, and in the same condition as when we picked them up. Our first notification of damage to the piano was 3 weeks after delivery. When our salesperson went to the customer's residence to look at the piano, he found that the piano had already been disassembled, and placed on a dolly.

Review: this business has my storage units, including valuable antiques, I paid my storage fees through the month of November 2013, in October 2013. Yet I'm being told in order to access any one of my storage units that I must pay 45$ per hour to view my item in storage. My goal is to get all of my items out of storage by November 2013.Desired Settlement: I would like not to be charged the 45.00/hr fee to access my storage units and empty them. Over 4 visits or so in the month of November 2013. A month thru which I've paid my storage fees in advance.

Business

Response:

We have read the complaint filed by our customer. This customer has been in storage with us since 1975. In the years she has had her goods in storage, we take note that she has accessed the goods several times, and has paid for the access charges each and every time. It is our policy to charge our customers for access time. In addition, this point was brought up to the customer's attorney, when they contacted our office recently. While we regret that this may not be the answer that the customer is trying to achieve, but we cannot alter our corporate policies.

Review: Bekins is not honoring their contract or what their agents say. We were told (my wife and I) that our stuff would not be moved while we were not present. The agent assured us that our items would be placed into pods while at our house and that they would never leave the pods until the pods were delivered to the final destination after spending an undetermined amount of time in their warehouse for storage (due to the fact that we did not at the time have a destination place to move the items to). This was not honored at all and our stuff was not only moved once, but twice without us being present. It was moved out of the truck it was loaded onto (not pod) and into their warehouse, where we were assured by the men loading the truck that it would then go into pods and not be touched again. However this was also not true and our items were again moved out of the warehouse and into the second truck to be delivered to the final destination without us being present.

We had one hell of a time with the contract and billing agency who wanted to charge us an extra $450+ that was not on the contract we signed, claiming that the contract was an "estimate." Yes the contract is an estimate, but an estimate of WEIGHT which had been spot on. What the office was trying to charge us was a flat rate charge dealing with the storing of our stuff in the ware house. On our contract we were charged for 1 month of storage and 1 handling fee, however the office was demanding that this was not true and we had to pay for a 2nd month and a 2nd handling fee. Claiming that because our stuff had been in storage from Jan. 26 2013 to Feb 14th we were to be charged for TWO months storage since it had spanned two "physical" months, even though it had been in storage less than 30 days. This also included a second handling fee for taking it out of the warehouse, now I'm sorry but what business charges handling to move items INTO a warehouse and OUT of a warehouse separately? Thankfully even though it took several weeks and a couple of intense phone calls our origin agent, [redacted], DID come through on the matter and made sure we were not charged the extra amount.

Upon delivery of our items we found that our dining room table had been damaged due to improper handling during the move. The side of it was completely scratched as if it had been dragged across the rough hard wood of a truck bed. Upon finding this I opened up a claim with the company and have been in contact with a insurance adjuster, however we are finding now that again somehow our "bill had a mistake" in it and we were not charged a $487 fee for insurance on our items that we had opted for. So to have our dinning room table fixed or replaced I either have to pay half the worth of it or only get $200 for a $1000 table.

Upon calling customer service at the local branch in [redacted] I was transferred to the manager who said I was wrong, and that [redacted] would have never told us that our stuff would have been put in pods and that we should have been charged for the 2 handling fees and 2 months of storage. He was extremely unhelpful called me a liar and did not attempt to resolve the situation at all. He started the conversation with "I have been informed of your situation but I really don't know what I can do about it."Desired Settlement: I want my dining room table repaired, completely.

Business

Response:

We regret that the customer was not satisfied with the services performed. We have reviewed the complaint, and offer the following explanations:

Regarding the customer's concerns regarding the handling and storage costs, we have already given the customer a refund in the amount of $500.00 in order to amicably settle this aspect of the complaint. As it relates to the damaged table, and the subsequent settlement of the table, when the paperwork was returned to our office, the customer waived additional coverage for their shipment to [redacted]. The charges were processed accordingly, as the customer did not opt for additional coverage. As our office did not handle the claim, we would request that the customer contact [redacted], which is the number for the Corporate office. The move from [redacted] to [redacted] was handled by the Corporate office, and we were only the Agent for them for this transaction. Any disputes regarding the Claim Settlement would be to be handled by them, and not our local office in [redacted].

Review: Bekins A-1 Movers and its international moving division [redacted] has not responded to our request for information via phone, email, and fax regarding the receipt and processing of our insurance claim for damaged and/or missing items related to our move from Texas to St. Thomas, VI . The original claim form was sent to them on June 1, 2013. We are requesting that the company contact us regarding the receipt and processing of the claim.Desired Settlement: Pay out on insurance claim for damaged or missing items during move.

Business

Response:

We are in receipt of the customer's claim, and it has taken some time for us to gather the necessary information, as we are dealing with international service providers. We have received the information needed, and will be finalizing the claim with the customer within the next week.

Review: THIS IS IN REGARDS TO A CLAIM ON DAMAGE AND MISSING PROPERTY FROM A MILITARY MOVE THAT WAS PACKED ON 19-20 NOVEMBER 2012, STORED FROM 20 NOVEMBER 2012 TO 01 JANUARY 2013 AND DELIVERED ON 02 JANUARY 2013. THE MILITARY LEGAL OFFICE FAXED BEKINS A-1 A STATEMENT ON 12 MARCH 2013 THAT I INTENDED ON FILING A CLAIM FOR THE DAMAGED/MISSING PROPERTY. ON 3 AUGUST I EMAILED THE CLAIM TO BEKINS A-1 AND CHECKED ON THE STATUS ON 23 AUGUST 2013 AND I WAS INFORMED THAT THEY DID NOT RECEIVE IT SO I EMAILED THE CLAIM AGAIN ON 23 AUGUST 2013. THE CLAIM WAS THEN SENT TO [redacted] ON 26 AUGUST 2013. ON 23 SEPTEMBER 2013 I EMAILED [redacted] TO CHECK ON THE STATUS OF MY CLAIM WITH NO REPLY. ON 25 SEPTEMBER 2013 I EMAILED [redacted] AGAIN TO CHECK ON THE STATUS OF MY CLAIM. ON 30 SEPTEMBER [redacted] REPLIED AND SAID HE WAS REVIEWING MY FILE THIS WEEK AND WOULD BE BACK IN TOUCH AT THE END OF THE WEEK. ON 16 OCTOBER 2013 I EMAILED [redacted] TO CHECK ON THE STATUS OF MY CLAIM AND RECEIVED NO REPLY. ON 29 OCTOBER 2013 I EMAILED [redacted] TO CHECK ON THE STATUS OF MY CLAIM WITH NO REPLY. THROUGHOUT THIS PROCESS I ATTEMPTED TO TALK TO SOMEONE IN CLAIMS AND ALL I GOT WAS VOICE-MAILS AND I LEFT MY CONTACT INFORMATION AND NEVER RECEIVED A CALL BACK. ON 30 SEPTEMBER [redacted] SAID HE WOULD BE BACK IN TOUCH WITH ME IN REFERENCE TO MY CLAIM AND IT HAS BEEN A MONTH AND A HALF SINCE THEN WITH NO CONTACT. I WOULD LIKE BEKINS A-1 TO SETTLE MY CLAIM AS SOON AS POSSIBLE.[redacted]Desired Settlement: I WOULD LIKE BEKINS A-1 TO SETTLE MY CLAIM AND PAY THE AMOUNT I AM ASKING FOR DUE TO THE DAMAGE AND LOSS OF MY PROPERTY DURING THE MOVING PROCESS.

Business

Response:

We have recently sent the customer a settlement letter, and it is our hope that this has satisfactorily resolved the issue.

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: Bekins A-1 stated in the business response on 12/12/2013 that it had sent a settlement letter to me. As of today, 12/20/2013, I have not received the settlement letter so if the business sent this letter prior to 12/12/2013, I did not receive it by US mail nor email. I am not rejecting the business response because I have not received this response. This is the kind of treatment I have received from Bekins A-1 since this whole process started back in March of this year, when they would not answer the phone nor return my calls. Please contact them to see if they have sent the settlement letter or are re-sending it. Thank you for your time and cooperation on this matter.

Regards,

Business

Response:

A copy of the settlement letter will be sent to the customer.

Business

Response:

We apologize that the customer did not receive our settlement letter. We take note that the customer has provided an email address. We will send the settlement letter to him to the email address listed on the complaint.

Review: October 3, 2013

Revdex.com, West Florida

655 McCormick Drive Clearwater, FL 33759

Dear Sirs:

We are writing the Revdex.com to see if you can help us address an issue we are having with the [redacted], Bekins A-1 Movers. We moved our furniture with Bekins into storage in August 2012. We did not select the Valuation Protection option. Our decision not to select was based on the fact that most of what we were moving was boxes that we had packed ourselves.

We moved our furniture out of storage into our home on April 25, 3013. We were horrified to see one piece of furniture after another delivered into the home significantly damaged or completely destroyed. Of the approximately 25 pieces of furniture that was moved and stored, 9 pieces were damaged or destroyed beyond repair. We have enclosed pictures of most of the pieces damaged. An example pictured shows our solid brass floor lamp that was delivered to us in 3 broken pieces.

We have never received a phone call from Bekins A-1 explaining the extensive damage. We filed a claim as requested and received a check for $120 ($555 -$435 storage owed). In addition, Bekins A-1 would not explain to me why the move out was $1683 and the move in was $2666. The move out was a townhouse with stairs and the move in was a one level house. When I questioned the amount the only response the manager had is the move is $2666 and could not provide me with a breakout of the charges.

We obtained an estimate to repair the furniture that is repairable and it came in at $2,024. We are enclosing pictures to show you the extent of the damage. Needless to say we are very disappointed in how Bekins A-1 has handled our furniture and its aftermath. The extent of the damage was far in excess of what anyone could or should expect from a professional mover. Our position is that Bekins A-1 did not show competency and exhibited gross negligence in the handling of our furniture.

We understand that by not selecting the insurance, we are not entitled to full remuneration for the damage. What we would like to propose is a compromise. We are requesting that Bekins split the repair cost with us. With the $555 that we have already received that would mean we are requesting an additional $455 from Bekins. In addition, I would also like to obtain a breakout of the $2,666 charge, since the local manager would not explain it to us.

We look forward to hearing from the Revdex.com.

Sincerely,Desired Settlement: Unspecified

Consumer

Response:

See attached complaint

Business

Response:

We have reviewed the customer's complaint against our organization. We will address each of the customer's concerns below.

The customer acknowledges that they did not select an increased level of valuation protection at the time the goods were picked up for storage. While we regret that damages did occur suring the time we had the customer's goods, we have settled this claim to the extent of the liability that the customer chose. We are not in a position to make any additional settlement for the damaged items.

The additional charges that the customer incurred were a result of a price increase that was instituted at the beginning of the year. As the customer's storage began in 2012, and ended in 2013, this is why there were charges that were higher than the charges they incurred at the time of pickup.

We hope that this has satisfactorily answered the questions that the customer had regarding their charges.

Review: We hired Bekins to move us from one location in [redacted] FL to another in [redacted]. We were very careful during the hiring process and tried to ask all the right questions. We interviewed 3 different companies and decided on Bekins. During our move the crew dropped our 3 year old washer off the truck ramp and badly damaged a bedroom gentlemans chest. We had only taken the base amount of insurance because we had been told how professional and careful their crews were. This was not the case. Being that it was our decission on the insurance there is not much we can do about that....live and learn. My real complaint is how our claim has been handled. We filled out the necessary claim forms and submitted it to Bekins in [redacted] on December 5, 2013. They in turn forwarded it to the claims department located in [redacted] IL where the claim would be handled and payment for damaged would be made. In mid December we received a letter dated December 13 from [redacted], Vice President of Claims and Risk Management, stating that our claim had been reviewed and we would be receiving payment within the next 30 days. When we did not receive our payment in the time frame they gave us I tried to contact [redacted]. **. [redacted] seems to hide behind his voicemail. I placed calls to him January 16, 17, 20, 23 and 24th. I tried reaching him in the morning and afternoons. Not once did he return my calls. He is alot of things but professional is not one of them!!! To date we still have not received out settlement check. Bad things can happed during a move, but the worst part is how the matter has been handled by [redacted]. The customer service from Bekins deserves an F.Desired Settlement: Bekins needs to make sure that people they put in charge of customer service actually provides it. We have been treated very badly by [redacted] and in the future I will be sure to NOT recommend Bekins.

Business

Response:

The customer's settlement check was mailed out of our Accounting office in PA on January 27th. We apologize for the inconvenience in the delay in sending this out.

Business

Response:

The customer's settlement check was mailed out of our Accounting office in PA on January 27th. We apologize for the inconvenience in the delay in sending this out.

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: My point is the POOR CUSTOMER SERVICE!!!! Not one phone call has ever been returned by Bekins. The payment was 14 days late in arriving. I had tried to contact [redacted] at the [redacted], Il office numerous times with no response. They sure as hell want you to use them but do absolutely nothing to provide service at any level. Will not ever recommend this company!!!!!

Regards,

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: My point is the POOR CUSTOMER SERVICE!!!! Not one phone call has ever been returned by Bekins. The payment was 14 days late in arriving. I had tried to contact [redacted] at the [redacted], Il office numerous times with no response. They sure as hell want you to use them but do absolutely nothing to provide service at any level. Will not ever recommend this company!!!!!

Regards,

Business

Response:

We apologize for the lack of response that the customer experienced. The customer's messages were forwarded to the Accounting office that sends out the checks, and we are sorry that she did not receive a reply back. We will review our procedures for future improvement of Customer Service. While we are concerned to hear about the experience the customer dealt with, we do appreciate the feedback.

Business

Response:

We apologize for the lack of response that the customer experienced. The customer's messages were forwarded to the Accounting office that sends out the checks, and we are sorry that she did not receive a reply back. We will review our procedures for future improvement of Customer Service. While we are concerned to hear about the experience the customer dealt with, we do appreciate the feedback.

Review: On 7/16/2013, Bekins A-1 Movers, Inc delivered our furniture to [redacted], Fl. It had been in their possession since April 12 when they picked it up in [redacted], Fl and transported it to their warehouse facility in [redacted] for storage while our home was being completed. Upon delivery we noticed a tremendous amount of damage to our furniture. We had purchased the Valuation Protection and have followed the company’s process, however they have become uncooperative. Our correspondences with the company have been escalating and we now have no route but to file complaints with the Revdex.com as well as the state boards.

• Damage to the neighbour’s property. Upon arrival, the driver of the 18 wheeler damaged not only our property but the property of the two neighbours across the street trying to get into our yard. My husband had advised them to put pallets (which we provided) across the swale and come in that way, but they said it wasn’t needed. They then got stuck and damaged the neighbour’s yards when trying to do it their way. One of the passengers in the vehicle told my husband that the driver wasn’t good at backing up. They eventually took my husband’s advice and brought the truck into the yard, but the damage had already been done. One neighbour’s driveway (not paved) had such deep ruts in it she was unable to drive her car in and my husband had to attempt to fix it that night.

• Damaged furniture. As items of furniture were offloaded, we noticed that almost every piece had damage to it. Not just a scratch here or there, but entire corners missing, pieces with doors no longer closing because the frame of the furniture had shifted due to the way they handled things (they put everything on an unpadded dolly and rolled it in vs. carrying some items in that should not be on a dolly – like the original folks who loaded the truck at our old house did). The back separated from the buffet, doors didn’t close in multiple items, the finish was take off of brand new nursery furniture that had never been used, items that they packed had chunks ta[redacted] out of the corners, and a pantry cabinet was damaged so severely that the shelves didn’t even fit. We also own a 5 piece leather sectional. Every piece was damaged with tears, scratches and rub marks. This is just a small amount from the 6 or 7 page claim form I filed with the organization. Additionally, almost every box that came in my house was crushed. Including those that the movers packed. When I pointed it out, the mover told me it must be because I didn’t pack them correctly. I have moved several times over the years and never had an issue like this with boxes. They simply did not handle anything with care (proven by the damage to almost every piece of furniture).

• Unprofessionalism. When the movers were at our (brand new) home, one of the gentlemen vomited twice in our home. He was touching everything in sight. With a brand new baby, we had to have our bathroom completely disinfected with hospital grade bleach to protect ourselves. When I mentioned this to [redacted], the General Manager in [redacted], he advised he asked the crew and that while one of his guys did get sick, it was in the truck on the way home (telling me I was not telling the truth). I could never have known that one of his truckers was ill if it DIDN’T occur at my home. I certainly have not kept in touch with them to find out after the fact. As the move progressed and my frustration was escalating, the movers stopped asking where things should be put. Boxes that were marked with specific rooms were just dumped in one room. My husband advised that they didn’t need to put the sectional together; however they didn’t even leave the pieces right side up.

• Filing the claim.

o According to the instructions of the company, I filed my claim with them on August 19, well within the 60 day time-frame outlined on the paperwork. When I spoke to [redacted]-Corp in their office, she advised they were trying to find a furniture repair company. I provided a name of a well known, reputable company that had done work for my parents, as well as friends, in the past. I was then advised that a different company would come out and do the evaluation and subsequent repairs.

o On August 30, the furniture repairs took place. While some repairs were satisfactory, others were not. Additionally, they did not do the sofa repair as it would be a leather company doing that. I expressed my concern that the sofa would not be repaired to its original state and asked what the costs were going to be as we may take the cash option. I was then told by both Ms. [redacted]-Corp and **. [redacted] that they deemed the sofa repairable and I could not have a cash option. When I pointed out that the terms and conditions state that both options are available, including a third replacement option, I was told by **. [redacted] that it didn’t matter what the terms and conditions said, that my only option was to do what he told me and if I didn’t like it, to do what I “have to do”. Apparently, “bullying” customers is the way **. [redacted] is used to handling customer issues and getting his way. At that point, I advised I wanted to speak with the person in charge of claims and I was directed to [redacted].

o I contacted **. [redacted] on Sept 4, explaining the situation to him. Per his request I sent him the email correspondences I had with **. [redacted] and Ms. [redacted]-Corp. **. [redacted] advised he would call me back Sept 5. This never happened. I left voicemail messages for **. [redacted] on Sept 5 & 6. My calls were never returned.

o On Sept 9 I sent **. [redacted] another email correspondence outlining the furniture pieces that had not been repaired to our satisfaction. I did not get a reply to this email.

o On Sept 13, I called and received **. [redacted]’s voicemail again. I backed out of the automated system and selected the option to speak to the claims department. I asked the representative for the contact information for the person **. [redacted]’s reports to since I had not gotten any response after our initial conversation. The rep advised she did not know who **. [redacted] reported to and asked if there was something she could do. I advised I needed the contact information or my next step would be to contact the Revdex.com, state licensing board, and a lawyer.

o Within one hour of my phone call, I received an email from **. [redacted] stating that he forwarded my email from Sept 9 to **. [redacted] who would be handling the claim. I replied back asking why this situation was being referred back to **. [redacted] who had given me **. [redacted]’s information in the first place. **. [redacted] replied advising he was simply there to advise on the valuation protection itself, but not to handle the claim.

It is now Sept 18. I have still not heard anything from **. [redacted]. I have furniture that remains damaged (including some that repairs had been attempted) and my patience has run out.Desired Settlement: Replacement value of the pieces of furniture that were not able to be brought to their previous state (as according to the terms and conditions). I would also appreciate having my correspondences acknowledge and replied to by someone who is not going to try and bully me. I paid for the valuation protection, need it due to the incompetence of the movers, and would like to have the situation resolved so that I do not have to keep addressing it over and over.

Business

Response:

Our settlement letter was sent to the customer on September 16th detaining our position, and our offer of settlement.

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:

I received the company's "settlement" offer on 9/19. I replied with the following on 9/20:

Yesterday, I received a written note, dated 9/16 from your organization that my claim has concluded with a list of determinations. I am sending this in response and as notification that this claim has NOT concluded. I have a list of items that were not restored to the same condition as when you received it. I provided that list to you, in writing, with no response from your organization. AGAIN, according to the terms and conditions, the items must be repaired to the condition when you received them. I will not go through the entire list again, but I do have few corrections to the list you provided.

Crib - The only reason we have not had the repair performed on the crib is because the repair on the dresser for the same set was not done satisfactory and is no where NEAR the condition when provided to you. I was not going to disassemble the crib AGAIN when I have evidence that the repair can not be completed to the extent as outlined by your terms and conditions. Especially since you don't acknowledge any of the communications I have sent regarding this issue.

Items you listed as pre-existing condition were NOT pre-existing condition. No pre-existing condition was noted on my claim form.

Sofa - You state that we declined repairs, however I have it in writing that we did NOT decline the repairs. In fact, we authorized them, but cautioning you that we were unsure the unit could be to it's previous condition and we would address it at that point if they could not.

I have filed complaints with both the Dept. of Consumer Affairs as well as the Revdex.com and will update those complaints with this latest correspondence. TO BE CLEAR: This claim is not CLOSED as I continue to have, in my possession, furniture that has not be repaired to it's previous state, as has been communicated to you previously. Your closing this claim, with that knowledge that the terms and conditions have NOT been met, is a direct violation of the "good faith" you list throughout the letter you sent.

Bekins is still not in compliance with their terms and conditions. My furniture has not been repaired to the state/condition it was when they took possession of it. I have not received a response from the company.

Regards,

Business

Response:

We have a signed release signed by the customer that indicated that the repairs that were completed were to their satisfaction. We feel that these items have been addressed, and are closed. Our settlement offer for the remaining items were for the estimated cost of repairs provided by the Independent Inspection Services. In summary, we feel that we have handled this claim fairly, and to the extent of our liability.

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:

A few things -

When the furniture repair man was here, he told us we were signing that he had completed the repairs. We showed him the items that we were just not happy with and advised that we would notify the moving company, Which we did within 2 business days. I am willing to have this gentleman subpoened regarding this discussion that both my husband and I were present for.

When I informed Bekins that I was not satisfied, I advised them that the repair man did what he could, but that the furniture was NOT brought to it's previous condition (which is required by the terms and conditions).

The repairs were still not dried prior to the repair man leaving, meaning it is IMPOSSIBLE for us to have know the final condition. If we can't touch wet paint, how can I possibly know that the dye will rub off on anything that touches it after it is dry. Additionally, we can not see the "finish" when something is still wet.

When the furniture repair folks came back a second time to deliver one of the pieces of furniture, we even walked through everything with the owner of the company who's words were "It doesn't look THAT BAD". Well it does look "That BAD". Additionally, the gentleman then started trying to make excuses - "If I could have taken it to my workshop we could have done a better job". Our response was that the repairs in question should have been able to be done on site if they could be repaired properly and he finally agreed. He also started getting defensive saying "Well, I don't know what it looked like before".

I have tried working with this company. I tried to deal with them in person, only to be treated with disrespect and bullying. In the past month, the ONLY two responses I have received is to let me know that [redacted] was handling the complaint and then a letter advising my claim was closed. They have not responded to anything else I have sent to them. At that point, I reached out to the Revdex.com to see if they would start to help then, and still, the responses from the company are non-helpful. They still have not acknowledged or addressed anything.

Today, October 7, I sent the company a note asking for a copy of their arbitration policy as I did not receive one. I am waiting for the response and will need to proceed in this manner.

Regards,

Review: (1) Move was scheduled for basement June 23 and remainder of house June 24. Five loaders showed up an hour late on the 23 and told us they were moving everything that day. We were forced to get out and [redacted] paid for a hotel room.(2) Two guys were sent to unload. They both had 5 weeks of experience. There was no supervisor because supposedly the supervisor didn't show up for work on June 25. It took 13 hours to unload. I sat by and watched these two young kids tear up my furniture. The driver and I both reprimanded them repeatedly and asked them to be more careful. They inadvertently put my bed slats in storage. The assured me the bed was OK to sleep on and when I leaned on it, it fell down. I had no place to sleep but the sofa. The next day I fell asleep while driving, rear ended someone, got a ticket for reckless driving and did $9000 worth of damage to my car. I emailed [redacted], the manager at [redacted], to tell him about the accident. He never responded.(3) I filed a claim in mid July. I have called 3 times to follow up and keep getting excuses about how the office person is waiting to hear from **. [redacted].(4) I have moved 17 times and never had such a bad experience. (5) I noticed on [redacted]'s website that they pride themselves in up to date equipment. The truck they sent when we loaded kept overheating. The driver had to leave it and come back later to take it away. They had to rent a truck to drive down for the unload. The original truck appeared to be very old.(6) Five guys were sent to load and we had no problems with that. It was very unfair to the two guys who were sent to unload. It was too much work for them. It took 13 hours in 95 degree heat. They had no training or supervision. I am told that I cannot claim anything that is damaged that I don't discover until the storage units are emptied. I know there is additional damage. I provided blankets and pads and saw the two guys stacking wooden case good pieces on top of each other with no pads in between.Desired Settlement: I want my claim to be honored.I would also like to be able to submit a claim for additional damage once everything is removed from storage in about 3 months because I am confident there is much more.I have very expensive furniture and absolutely no care was given to my possessions. **. [redacted] has a very unbusinesslike attitude and should be put out of business based on the way my move was handled.It is irreprehensible to think a mover would send 2 inexperienced people to unload an entire hhold.

Business

Response:

We have reviewed the customer's complaint, and the paperwork governing her relocation. We take note that we do not have a claim form from the customer. Accordingly, we will forward her a Claim Form immediately, and ask her to itemize her damages. We will send the claim form electronically to the customer's email address. The Claim Form will then be sent to our Administrative Headquarters, to the Claims Dept. for review and response. The customer has 9 months from the date of delivery to file the claim.

Review: I feel that Bekins was negligent in how they handled my items during my move, causing damage to all of my pictures and mirrors. The driver dropped an art cart off the truck and this was clearly not an act outside of their control but rather, was an attempt to cut corners. HOWEVER, I did not press this issue but instead submitted a claim based on their standard reimbursement rates (which does not come close to covering the damage) and included the replacement cost for a drill that was not delivered during our move. The driver did acknowledge using the drill so the fact that it was taken from me was never disputed by Bekins. I am filing a complaint with the Revdex.com because Bekins did agree to pay their standard reimbursement for the damaged items as well as the replacement cost for the drill within 30 days of receipt of the letter their claims office sent me (April 5, 2013). I have not received payment and my phone calls and inquiries have not been returned/addressed.Desired Settlement: I will like to receive the amount that Bekins has agreed to pay me ($168.72) and the replacement cost for at least a few of the items they carelessly ruined.

Business

Response:

We apologize for the delay in the customer receiving the check. We had relocated our Accoutning office, and unfortunately, a backlog developed in sending out the settlement checks. The customer's check in the amount of $168.72 will be mailed out today from our Accounting office in [redacted]. they should receive the check in the next day or two. Again, please accept our apologies for the delay.