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Business Profile

Moving Companies

Bekins Van Lines, Inc.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On approximately May 24 2024, the Bekins/********************** was hired by me to move my House hold items across state at the costs of $13,834.04. This dollar amount included the FULL REPLACEMENT VALUE Protection ( FRVP) as indicated on the Bill of Laden. Upon the arrival of of household items , several items were broken, damaged and/or missing. Upon discovering these items I called the company and spoke to the insurance adjustor. The adjustor advised me to keep the damaged items until and adjustor could come to my house and physically inspect my claims. After approximately 1 1/2 months and a few phone calls to the adjustor, Bekins essentially denies any wrong doings and submitted a far greater value settlement than the lost items in itself. I offered via email an amount to settle my claim however as to date of this letter , I have not heard from the Bekins or the adjustor handling my case nor has any insurance adjustor contacted me in any method of communication nor has adjustor been to my house to physically inspect the damaged items. Hence the filing of this complaint.

    Business Response

    Date: 02/03/2025

    Mid Cal ****** & Storage facilitated this move for Mr. ***** through Wheaton / Bekins Van Lines.  Wheaton /  Bekins Van Lines moved ********************* Goods from ****, ** to *************, *****, not Mid Cal ****** ****** & Storage Co.  Mr. ***** filed his claim with Wheaton / Bekins as instructed and will need to appeal their decision directly with the claims department at ******* / Bekins not Mid Cal ******, as Mid Cal ****** did not move his items to *****.

    Customer Answer

    Date: 02/06/2025

    I am rejecting this response because: I made previous appeals both by phone and email to settle this claim. The adjustor ******** ******** stated an adjustor would come to my house to physically inspect the damaged/lost items. No adjustor ever visited my residence as of the date of this letter, yet Bekins and the adjustor sent a letter essentially stating, they are not responsible for damaged or lost items and offered a less than minimal dollar amount to cover the multiples of damaged and lost items. Hence the complaint to the bbb. I submitted this claim as it appears on my signed contract on the Bill of Laden as to who the responsible party/parties are encompassed.

    Customer Answer

    Date: 02/07/2025

    receipts for clarification of complaint. Please find the attached receipt . I closed the bank I used to make payment in full per contract and the **** says it can take 10 to 30 days to produce the check number which I currently have in process to obtain. However, as stated in our contract with bekins company our household items would not be delivered to me if the amount were not paid in full at the time of delivery. Hence I am sending a copy of the Bill of Laden which was paid to the bekins company. Thank you. 

    Business Response

    Date: 02/11/2025

    Attached is Bekins Response. 

    Customer Answer

    Date: 02/14/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]

    Thank you for your assistance in processing this complaint. I reject this statement and offer from Bekins and their assertion of essentially "no wrongdoing". At the time of delivery of household items to my house three (3) delivery men delivered multiple items to my house independently of each other without any form /checkoff list, as well as it is impossible to unwrap /unbox each item at the time of delivery as the driver stated he only had a couple of hours to make delivery as well as he had one more delivery  to make on our same truck. Once the items were in my house, we were simply handed the list of items which were supposedly delivered. 
    Regarding the Packed By Owner (PBO). Upon my initial visit with **** ****** (moving consultant for Bekins) at ***************, my movable items were packed in 2 separate storage units. Mr. ***** had ample time to view the units (approximately 2 hours) to view the movable items. At this same time, I specifically asked Mr. ***** if  my packing of items was acceptable, which Mr. ******* response was it looks great, just stretch wrap some of the loose items and if anything needs wrapping when the loaders come to pick up your items, they will wrap as necessary. When the loaders arrived , NONE OF THEM made any recommendations as to additional wrapping is required for safe transporting and if my packing items voided any responsibility, I simply would have had Bekins moving company wrap all items which would have saved me time and money. 
    Further Bekins asserts no liability for the contents of PBO unless there is evidence of exterior damage to the carton. Bekins is well aware of the damage to exterior and contents of the items. I have submitted these photos to Bekins claim adjustor who responded with a minuscule offer not covering a fraction of the damage and lost items. In the same offer not all of the damaged or lost items listed by me were addressed by Ms. ******************* style="margin: 0px; padding: 0px; font-size: 12pt; font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-stretch: inherit; border: 0px; line-height: inherit;"> To add insult to injury , I purchased an insurance policy from Bekins to protect my household items which is on my receipt on The **** Of Laden. Yet, Bekins refuses to cover my claims. During my email  with ****** ******** Bekins claims adjustor,  the amount of loss to date is $7,200.00.thus far and expected to increase as other items remain to be repaired. I made an email offer to Ms. ******** stating $7,200.00 is the amount I am willing to settle for and close this complaint. To date I have not received in any response from Bekins nor Ms. ******** the claims adjustor.
    Thank you.
    **** Cerda 
    02/13 2025



    Regards,

    **** ***** Sr.


    Business Response

    Date: 02/18/2025

    Attached is Bekins response. 

    Customer Answer

    Date: 03/17/2025

    Regarding complaint ******** . I was unable to log into the bbb website once the bbb message was sent to me . I called the bbb at *************. I was not able to log on to respond until today 3 17/2025 at 12:28 am. I would ask this complaint be reopened and I am allowed to continue with the bbb to respond to Bekins second response at the bbb earliest convenience. I appreciate your time and assistance. Thank you. 

    **** Cerda 

    ************

    Customer Answer

    Date: 03/17/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]

    Good Morning ******** *****
    Thank you again for all of your assistance in attempting to bring my complaint ******** to a satisfactory resolution to all parties. However , In addressing Bekins most recent response, Bekins second response claims no responsibility and further places the blame on me ( **** *****). The Bekins ************** has not addressed the issues of dispute, nor has the dollar amount of damaged and /or lost items changed from Bekins first response. 
    During the loading process of our household items, I took some pictures and recalled that the location of the loading was directly in front of an audio/video camera. I have requested from the storage company I used to provide me with a copy of the video in order I may validate my assertions the Bekins company acted frequently by providing incorrect information as directed to do so.
    My wife and myself were present ( as required by Bekins ) at the loading of our household items at a storage facility, when we both personally observed the workers loading the approximately 26-foot truck. There was no check off list by the 3-4 loaders to us and when the workers had the truck filled, they had an electric bike that was placed in the cab of the truck. The workers only provided us with numerical sheets they numbered which they placed on their own as packed by owner/ damaged or otherwise, nor did they indicate which items needed to be packed by Bekins or Blanked which were Bekins only method of securing ANY of my household items.
    When items arrived for delivery in the afternoon, it was a zoo as the 3-4 different delivery personnel unloaded my items from a now large SEMI TRUCK , with the workers stating this was their second delivery of the day with one more delivery to go which was remaining on the truck. Once I was told this, I looked into the semi-truck where household Items, blankets (not mine) water bottles,, and Styrofoam plates   were scattered about the truck with NO DEFINED BARRIERS in the truck to indicate which household items go which household, as well as there was no way possible for my wife and I to check off the delivered items they delivered from the checkoff sheet as the workers were unloading as fast as they possible due to the workers were  informed they were on a very tight schedule and had another delivery by the semi-truck driver . It was very easy to see how items were damaged and lost since the items I claimed to Bekins had been moved multiple times. 
    Bekins 1st and 2nd response DO NOT address all of the items damaged broken or lost. I sent Bekins sixty-seven (67) photos of items broked /damaged /lost, yet as advised by the claims adjustor and an email I received on July ******* stating " we ask that you please not repair, discard or relocate any damaged items ,until we have an opportunity to complete an inspection". As of the date of this letter , I have not been contacted by any Bekins company representative to inspect the damaged /broken items.
    To exacerbate my frustrations, Bekins claims to have made an offer based on weight. The Bekins loaders and unloaders DID NOT weigh each individual item at any time during this entire process. Does the weight process differ from a 26 ft truck to a semi-truck ?
    I personally watched the loaders place every one of my items on the approximately 26-foot truck . Bekins also states they are not responsible for lost items. Since I know, they were not lost to begin with , I contend the household items were possibly stolen by Bekins, which will have consequences if proven.
    In light of the multiple items damaged /broken / lost, I made Bekins a generous offer to settle this matter months agoyet Bekins only asserts extremely minimal fault. I propose the same dollar amount to close this case with Bekins. If Bekins decides to maintain their position per their second response, Bekins may consider this an official notice of my action to  sue the Bekins Company.
    ******** *****, It is my hope to avoid and lawsuits, However, I would guess Bekins is just hoping I will just go away, but I will not. I feel I have been wronged by Bekins and they should admit their wrongdoing accordingly as a member of the BBB community would. To close this complaint amicably. 
    Thank you again for all your time and assistance. Please feel free to contact me at ant time.
    Sincerely,
    **** *****
    **************



    Regards,

    **** ***** Sr.


    Business Response

    Date: 03/19/2025

    Attached is Bekins response.

    Customer Answer

    Date: 03/20/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
    I adamantly rebuke Bekins response to claim No. ********. Bekins response states " our records indicate that despite multiple attempts, Bekins was not granted access to inspect the the items in question" . this response is an outright lie as I made several phone calls/emails  to the Bekins claims adjustor awaiting the Bekins to inspect the damages. The claims adjustor for physical inspection of the damaged items NEVER contacted me in any method of communication , email/ phone /or regular physical mail, and as of the date of this letter ANY contact regarding physical inspection at my residence is nonexistent. Bekins also contends " it is industry practice for consolidated shipments to share truck space" . While this may be true , I was NOT informed that the truck I watched get loaded to maximum space/ load capacity would then go through more loading and unloading onto another truck/s,for however many times. If my household items were moved for however many times, I should have be notified so I may be in attendance to verify inventory sheets ? I was NEVER provided a 2nd or 3rd ect inventory sheet/s. I remain dissatisfied and hold even greater frustration and disgust regarding Bekins statement of " bekins was not granted access to inspect the items, especially in light of the fact ,thats exactly what I was waiting for ! It is with with extreme disgust with the Bekins company that I will now continue with legal representation to recover damages imposed on my household items as Bekins states their claim offer is unchanged.

    I would like to thank the Better Business Bureau staff for their interventions during the course of this action.

     

     



    Regards,

    **** ***** Sr.


    Customer Answer

    Date: 03/25/2025

    Regarding my complaint no ******** towards the Bekins moving company. The Bekins moving company acted fraudulently and deviated from their their contract /Bill of Laden. To add " EXTREME " insult to injury Bekins refuses to acknowledge the items stolen/ damaged /lost. While waiting MONTHS (as instructed by Bekins) for a claims adjustor who as of the date of this letter never shows up, responds to the better ************************ that they didn't the opportunity to view the items at my house. This statement by Bekins further exacerbates my complaint as I may easily be contacted at ANYTIME via cell phone , email, regular postal delivery mail or  txt message and or my wife's cell phone email, regular postal delivery address or txt message of which Bekins was provided our contact information PRIOR to any moving of household items. In light of my 67 Items which were stolen , damaged or lost , I made Bekins a very generous offer to settle this complaint, Yet Bekins only continue to lie and attempt to cover up their responsibilities. Hence, we must now progress to legal counsel and waste further time and money . I would like to thank the BBB staff  for their hard work in attempting to resolve my complaint and it is greatly appreciated. Thank you .

    Sincerely,

    **** Cerda 

    *************

     

    Customer Answer

    Date: 03/26/2025

    Hi Mrs. ************** returned your call but unfortunately we were unable to connect today. I do have a couple of questions for you regarding this complaint, so please feel free to contact me at any time. Again, I greatly appreciate you and the BBB staff for ALL of your assistance in attempting to get this complaint resolved amicably. Please take care and know that you are greatly appreciated ! 

    Sincerely,

    **** and **** *****

    *************

  • Initial Complaint

    Date:12/27/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    If it was possible to give a negative review, then I would. Where do I start- don't trust the salesman that comes to your door with a huge pamphlet and stays for half the day selling you on the quality and history of the company. It is all garbage. But we trusted him and went with them for our move and paid for the most expensive insurance coverage $600+. We drive down to ********* from ******* and order an ****** and pay for another truck to move our wine. The movers are late a full day so we have to pay for another night of ****** and truck Rental. The next day they are still late by 4 hours and we were informed some of the movers were fired and this was their last move. So you can only imagine the quality.... Half didn't speak English and I had to help put together half of our furniture then after all said and done (we even tipped) they lost 6 of our boxes. Yet denied it! Their ridiculous claims procedure made us go through days of tracking down all the items and receipts of what they lost - OVER $6k worth of clothes and electronics. We then receive a message from claims saying that they are not reimbursing us because they didn't pack the stuff themselves and just moved it. We have to go back multiple times and argue with them stating that we even had insurance. Finally months later we receive notice that they will reimburse us for $1.2k because they couldnt verify the weight or items in the boxes. In summary, this move was over $10k+ in cash upfront and then they lost $6k+ of our stuff.

    Business Response

    Date: 12/30/2024

    Attached is Bekins response to the customer concerns and signed cargo claim release. 

    Customer Answer

    Date: 12/30/2024

    Attached is additional information and all the receipts of the items that they lost. The claim process took us two weeks tracking down all of these receipts. In addition, attached is a snip of the insurance that we purchased for $766 that was suppose to save us from a situation like this. We purchased one of the more expensive insurance that had a $0 deductible. Lastly, attached is a summary of the items they lost, the insurance that we purchased and the reimbursement amount that we received. You will see that we are out over $5k! 

    Customer Answer

    Date: 12/30/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]

    Regards,

    ***** ******

     

    We are still owed over $5k and I am still trying to afford purchasing all of my clothes that were lost. A box with all of the clothes that I wear on a daily basis were lost! Thank goodness we didn't trust them to ship our more expensive clothes or we would have been out more money. 

    Attached is additional information and all the receipts of the items that they lost. The claim process took us two weeks tracking down all of these receipts. In addition, attached is a snip of the insurance that we purchased for $766 that was suppose to save us from a situation like this. We purchased one of the more expensive insurance that had a $0 deductible. Lastly, attached is a summary of the items they lost, the insurance that we purchased and the reimbursement amount that we received. You will see that we are out over $5k! 


    Business Response

    Date: 12/31/2024

    Attached is our response to the customer refection.

    Customer Answer

    Date: 01/02/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]

    Regards,

    ***** ******
  • Initial Complaint

    Date:09/17/2024

    Type:Delivery Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to express my disappointment with the handling of my recent move with Bekins. I contracted with Bekins on August 14th for a move from ********** to ***** . From the outset, the experience was filled with issues. After signing the contract, communication from *** and the sales staff ceased, and updates on the pickup schedule were scarce. When the pickup finally occurred, I was unable to witness the weighing of the items as stipulated in the ***************** arrangements were equally problematic. I only learned about the delivery schedule when the delivery person arrived at my door. On the delivery date, the driver (******) arrived without the necessary assistance for moving and assembling the furniture in our home. Her excuse was a change of appointments, which we found unacceptable.The situation escalated when Anissas wife became involved, shouting at my wife and me from the truck bed and even threatening violence, repeatedly calling us to come to the street for a fight. We felt our safety was at risk and considered calling the police. We only learned after the fact that Anissas wife is considered by Bekins to be a representative, though she was not dressed as one. We have a photo of this person, if needed.I escalated some of the issue of to a manager named ******* but never received closure on what caused this poor communication. I also worked with **** ******** to no avail on the harassment and poor service. The communications have ceased and the managers have not been helpful as of 9/17/24. This experience has caused significant distress for my wife and me. I urge you to investigate this matter thoroughly and take appropriate measures to prevent such incidents from occurring with other customers.

    Business Response

    Date: 09/24/2024

    Response to the BBB complaint along with weight ticket associated with the relocation are attached for your review.

    Thank you! 

  • Initial Complaint

    Date:07/10/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Good afternoon,Have filed a complaint with the ** BBB a few weeks ago, but realized that the corporate parent of this non responsive subsidiary, (Main Street Movers, **************, **), should be contacted as well, as they wouldn't conduct an investigation of this horrible, expensive and incompetent move which occurred last July. Both local and parent businesses, just ignored our requests to investigate this horrendous service and disqualified all claims resulting in many thousands of dollars of loss and damaged personal items. Also, to further complicate these issues, almost the entire moving crew didn't speak English, except for the manager and a few others with limited vocabulary, and although I tried, some of them would acknowledge instructions by simply nodding their heads leading me to believe they understood.Please advise why this criminal activity isn't investigated. Have already notified law enforcement.Thank you.

    Business Response

    Date: 07/17/2024

    Please see response and additional documentation attached. 

    Customer Answer

    Date: 07/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]

    Regards,

    ***********************

    Customer Answer

    Date: 07/22/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    As stated in the "Desired Outcome/Settlement"; a thorough investigation is requested regarding all damaged and stolen items.  Lamps and furniture were damaged as indicated on the initial claim form.  ******* and family heirlooms were missing from the same box that other inexpensive items were delivered in.  It took over four months to review the contents delivered, not possible on the day of delivery.  I requested a thorough investigation in an email responding to ******************* on 12/7/23 as many things were damaged but weren't discovered until many weeks after the delivery as well as the stolen items.  An example of damaged items that *********** mentions in her claim rejection letter, anything packed by us doesn't make the mover liable, but a box of Barometers placed in a holding box by myself was pointed out to the Manager with instructions for Main St movers to pack.  They failed to comply.

    The ************** apparently takes no responsibility for damaged furniture, lamps, etc.

    Missing tools appear to have been selected for robbery as some less expensive ones in the same segregated space were delivered.

    A missing stationery bicycle in the basement that I purchased for my Wife to exercise upon, ( as she suffers from MS), was pointed out to the Manager whom asked if he could purchase it. I replied that it wasn't for sale as were other missing items.

    Again, there was no Manager present for a final walk thru on the second day despite what the Main St mover's coordinator insisted there was and of boxes of items located in a crawl space behind the master bedroom, which was pointed out to the Manager on the first day were not shipped as well as a Lazyboy recliner. These items I donated to the new owners. 

    Don't expect to ever see the family heirlooms again, (re: Deceased Father's pocket watch and Mothers watches, family Gold watches, jewelry etc., high school and college rings, etc.),  but hopefully a full investigation will finally be conducted and someone will be held accountable for the damage and stolen items as well as the incompetent behavior exhibited by several Mover employees. 

    Again, this may prevent others from being victimized as we were.

    In case that you're not aware two law enforcement reports have been filed with the ******************** in *********, ** and the **********, ** Police Department.

     

     

    Regards,

    ***********************


    Business Response

    Date: 07/24/2024

    Attached is Bekins response to the recent rejection. 

    Customer Answer

    Date: 07/24/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]
    It is so obvious that this business doesn't wish to be a responsible party when their customers have been so horribly treated.  I have reviewed their response, which apparently doesn't appear that they have reviewed much of anything that I have really described of the criminal activity by their employees.  However it appears that maintaining profit, instead of thoroughly investigating some of the criminals that they hire, is more important than serving their customers.

    Will continue to warn Family & Friends!!!

    P.S. The local moving company never responded to the ** Better Business Bureau complaint.

    Can't tolerate such meaningless responses any longer, but if they harbor any consciences at all, they will hopefully prevent horrific services committed against innocent parties in the future.

     

     

     

     


    Regards,

    ***********************


  • Initial Complaint

    Date:10/09/2023

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 7/14/23, Bekins Moving and Storage picked up my belongings in ********, ** and transported the goods to my new home in *********, **. The Bekins driver did not prepare the inventory paperwork for **************/14/23 and insisted that we handle that paperwork at the time of delivery to my storage unit in MA on 8/2/23. The Bekins employee did not have the inventory paperwork ready for signature at the time of delivery in MA. He produced it after all of my items were already in storage. The Bekins driver then insisted that I sign the inventory paperwork in two places, one or Origin and one for Destination. He also insisted that I not date any of the paperwork. He did date it later, so that it looks like I signed at Origin on 7/14/23. Those dates are clearly in his writing, not mine. Items were damaged and lost in the amount of $2,030. Bekins is claiming that I needed to provide all of the missing inventory information at the time of delivery, but I did not have any inventory paperwork to do so until the driver shoved it at me at the very end of the day when it was of no value to me. I had to go back to storage to determine the extent of my loss. Bekins can't require something for insurance recovery that their own employees fail to provide in a timely manner for the customer.

    Business Response

    Date: 10/17/2023

    We have reviewed the relocation file and claim information for your move from ********** to *************.

    Your claim for damages and missing items was received and was reviewed by a household goods claims adjuster. A copy of the adjusters settlement letter to you dated September 19, 2023, is attached to this response. As stated in the adjusters letter, your shipment was delivered into a self-storage unit. When a shipment is delivered into a self-storage unit, the carrier (Bekins) has no further liability, as they have no control over the manner of storage or subsequent handling of the goods. For that reason, liability is accepted only for loss or damage noted on the inventory in the presence of the driver at the time of delivery. The importance of checking a shipment to record new damage or loss is described in detail in the information provided prior to your move.This literature is furnished to our customers so they will be aware of the check-off procedures, and to avoid any misunderstandings at a later date. You acknowledged receipt of this material on page 2 of your Bill of Lading.

    No notations were made on the inventory at delivery confirming damage or missing items. Because of this, liability is denied. In your most recent email dated October 13, 2023, you stated that you found the items (20 cartons) that you originally included on your claim form as missing.

    On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.
  • Initial Complaint

    Date:08/18/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contracted with Bekins in *** to pick up and **************. The earliest date they were to load for the East Coast was Jan 2 of 2023. They loaded my things onto a truck 12/14 without contacting me and I had not secured my home yet. I called and asked them to please stop shipment or at the very least stop it in *******. My belongings were delivered to *********** ** on Dec 29th. I then had to pay to move them to my final destination. The multiple moves resulted in an inordinately high amount of breakage. I had over $6000 in loss and damage on the conservative side. Insurance is refusing to cover the items I packed in bubble wrap and double packed with plastic bins in boxes. I have moved several times and packed myself and never had even one thing break. How is it that Bekins was able to not just chip but shatter many items and even bend and break a sterling silver tray? My inquiries to corporate have been met with the explanation that their offices are franchises and they are not liable. A hood will gesture of $500 was offered as well as acknowledgement of wrong doing. Unfortunately my increased moving costs were over $4000 and damages over $6000. I can not seem to get an amenable resolution to this. I am met with rude and bullying behavior and a denial of accountability from *********** office that I contracted with. No one is taking responsibility and I am out thousands of dollars. The contract and emails clearly state items not to be picked up for moving prior to Jan 2, yet they were moved a full two weeks earlier.

    Business Response

    Date: 09/11/2023

    We have reviewed the relocation file and claim information for your move from ********, ********** to ********, *******.

    Due to a miscommunication with your booking agent in ***********, your goods were shipped to ******* (which was one of the original destinations you had advised your agent of). Your original scheduled delivery spread was January ****, 2023. To compensate for your inconvenience, Bekins **************** mailed you a check for $500.00.

    Your damage claim was reviewed by a claims adjuster and a copy of their settlement letter to you dated May 1, 2023, is attached.  The settlement letter provides an explanation for the settlement amount for each item claimed, as well as an explanation for the items in your claim which were denied by the adjuster.

    At your request, the claim file was then reviewed by the Claims Director. In order to conclude the claim, the Claims Director increased the settlement amount to $1,000.00, which was communicated to you on August 7.

    On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

    Customer Answer

    Date: 09/11/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.]

    Regards,

    *********************

    Customer Answer

    Date: 09/11/2023

    Bekins if offering to settle on the damages caused at 10 cents on the dollar. These items that were destroyed, not just damaged, are irreplaceable. I will not accept a settlement for under $2500. I have receipts, photographs and documents that were provided to back up this claim. If Bekins is offering replacement value insurance. Then they should be paying for replacement value. 

    Business Response

    Date: 09/14/2023

    Again, please refer to the adjusters settlement letter to you dated May 1, 2023.  This letter provides an explanation for the settlement amount for each item claimed,as well as an explanation for the items in your claim which were denied by the adjuster.

    This letter also lists a number of claim items which you packed Bekins did not provide the packing service for you for these items. Bekins assumed responsibility for your cartons when we received your property. However, the cartons were already packed and were 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. There is no evidence to confirm damage to the exterior of the cartons while in Bekins care that could have caused the damage you described.
  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was relocating from ******, ** to **************** in July, 2022. Hiring Bekins Van Lines in ******. As part of this move we had several high value items including many high value handbags. From the beginning there was confusion about how to fill out the *** forms. I queried the local agent about how to fill them out corrrectly. She informed me to only list the items, do not list a price, etc. I followed her instructions. The items were packed in my home, unsupervised. I trusted Bekins, and did not oversee each and every item being packed. Fast forward to our arrival in *******. The semi-truck driver and his wife arrived and were very helpful with the unloading. We had HUNDREDS and hundreds of boxes! As the day moved on the driver and his wife made it apparent that they needed to get on the road soon back to ******** for something regarding a family member. There was NO WAY to know which boxes had my handbags in them. NONE of them were marked or sealed. The forms Bekins used were SUPPOSED to have numbers attached to the items but they did not fill them out that way. Therefore, after 12 hours of unloading and the driver wanting to leave I was led to believe that if all boxes were accounted for then my handbags must be here. That was not the case. It took me months to unpack all of our boxes and I finally realized that I was missing FOUR of my Louis ******* handbags. Bekins has denied my claim since I signed the form that all boxes were accounted for. My complaint is that they have their system set up against the customer. There was NO WAY to go through all of the HUNDREDS of boxes to find my handbags while the driver and wife were here. They would have had to stay many days! No ***'s had inventory numbers. My *** handbags were placed in multiple, random boxes. None of the boxes had seals on them. So, it is a set up. Customers are FORCED to sign that the items are here without having the time to truly unpack it all, and then Bekins denies the claim.

    Business Response

    Date: 07/07/2023

    We have reviewed the relocation file and claim information for your move from ******* to Georgia.  

    Your claim for lost items was received and was reviewed by a household goods claims adjuster. A copy of the adjusters letter to you dated November 8, 2022, is attached to this response.  As stated in this letter, according to our records, everything we received for shipment was accounted for at delivery and was signed for as being received. There was no notation anything was believed to be missing and there is nothing in our file confirming any loss.

    At your request the adjuster reviewed the claim file a 2nd time and a copy of the adjusters second letter to you dated December 5, 2022, is attached. As stated in this letter, all items and cartons were initialed on the inventory listing as received during the delivery process and there was no notation made indicating any of the cartons had been opened or tampered with.

    On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

    Customer Answer

    Date: 07/11/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    Thank you for your time.  My complaint is not resolved as the company continues to miss the point about what occurred with this shipment.  My issue is with how their procedures set the customer up for the inability to make a claim. Their practices of taking care of high value items makes it nearly impossible to account for the items upon arrival at destination. As I explained previously, the way I was informed to fill out the forms, the way that the company assigned no item numbers, seals, etc. for any of the high value boxes, and the way that the delivery individuals would not want to stay for multiple days while all boxes are accounted for sets the customer up to be forced to sign the documents claiming that everything has arrived without knowing if it has.  

    To explain this in very clear verbage.  We had HUNDREDS of boxes (an entire semi truck full).  None of the high value items were given item numbers, put in specific boxes with seals, or were put in boxes where we could identify they were located.  This is the first way that Bekins sets the customer up for loss.  Secondly, even IF the boxes are all accounted for upon arrival, in my case for instance, the driver would have to remain at my home until EVERY BOX was opened/unpacked to be able to identify and find each high value item.  For a customer like ourselves who had HUNDREDS of boxes, this would mean the driver would need to stay for several DAYS until we unpacked every box.  Is this reasonable?  No.  Would the driver be able to do so or be paid by Bekins to do so?  No.  This is the point of my complaint.  We, as the customer, were set up, essentially forced to sign the documents saying everything was accounted for, because they would not stay for us to open every single box.  

    I feel the items were not handled property at the origin site (******) as the errors began with no labeling, sealing, or identification of the high value item boxes.  Furthermore, the entire system Bekins has set up for  the accounted for at delivery is flawed as they assuredly realize that no driver will stay for days for the customer to search all of the hundreds of boxes to try and find their high value items.  It is completely incompetent handling of these items.  A customer should not have to rummage through every box to try and find these items.  It makes zero sense.  It also was not easy to identify what boxes to looks for that might correspond to the items as we found random items from different rooms in our home in other boxes that were completely unrelated to the original location of the item.  Again, there was NO WAY to know which boxes my handbags were in to account for them. 

    I realize that I filed a claim and it was denied by Bekins.  They refuse to acknowledge that their system of handling high value items is extremely flawed. It is my opinion that they are purposefully setting the customer up to have NO WAY to account for their items.  I understand that if I was a customer with only a few boxes it would be somewhat reasonable to search through them and find the items.  Although, I find this system inadequate.  A customer should be able to quickly identify where their high value items are so as to be able to account for them while the driver is there.  But, as I have mentioned numerous times, there was absolutely no opportunity or feasible possibility to do this when we had hundreds of boxes.  

    Bekins should not only approve my claim but they should be revising the way they handle customers high value items.  As a customer I trusted ********************** to care for these items and they failed to do so resulting in thousands of dollars of loss.  

    Regards,

    *********************


    Business Response

    Date: 07/13/2023

    We have reviewed your response to the Better Business Bureau regarding your original complaint. You provided no new information regarding your claim for lost items. As stated in previous correspondence from the claims adjuster to you, all items and all cartons in your shipment were initialed on the inventory listing as received during the delivery process and there was no notation made indicating any of the cartons had been opened or tampered with.

    Specifically, on the Items of Extraordinary Value Inventory form, there is a notation which states:

    WARNING BEFORE SIGNING: CHECK SHIPMENT,COUNT ITEMS, AND DESCRIBE LOSS OR DAMAGE IN THE EXCEPTIONS AT DELIVERY COLUMN ABOVE.

    You signed below the statement which reads:

    AT DESTINATION
    All items containing the contents listed above have been opened, and I certify and acknowledge receipt of the above items and further state that the items inside arrived safely and in the same condition as at origin.

    We must maintain our denial of your claim.
  • Initial Complaint

    Date:02/02/2023

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had an awful experience with Bekins - detailed in the attached document. On their website, they state how their leadership team ensures customers needs are always met. Given this stated commitment, I contacted the *** of Bekins directly via letter on December 1st asking to speak with him. My letter was ignored, which contradicts the posted information about ensuring customers needs are always met. Given the statements on the company's website, I would like a call from the company's leadership team to discuss this issue. This shouldn't bee too much to ask for.

    Business Response

    Date: 02/06/2023

    We do not find a Bekins Van Lines order in our system registered under your name. Can you provide an order number for your relocation or is it possible that the order was registered under a different name?

    Thank ******************************************* **** | Bekins Van Lines,****

    Customer Answer

    Date: 02/07/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    Bekins claims to not have my order number in the system.  Had their CEO whom I wrote to in December or the representative reading this complaint actually taken the time to read the letter I attached to the complaint, they would have seen the referenced order number.  I have attached it again with the hope that someone at Bekins actually takes the time to read it.  Order #****-1432

    I would like a call from a member of their Executive Leadership team, consistent with their customer commitment posted on their website.

    Regards,

    ***********************

    Business Response

    Date: 02/10/2023

    As a point of clarification, it was verified with our BBB contact that no attachment was included with the initial BBB complaint filed February 2, 2023. As you are aware, your relocation was registered in our system under a different name than the name on your BBB complaint.

    On behalf of Bekins Van Lines, we would like to apologize for the inconvenience that you experienced during your relocation. When the scheduling error was discovered, our team did everything possible to take care of the situation and placed your belongings in a warehouse until you were ready for final delivery. Your final bill was reduced by $1,500 for this inconvenience.

    With regard to your claim, the bed frame, coffee table, and end table were all repaired at Bekins expense. You received a check in the amount of $245.00 for the remaining items on your claim. Attached is a copy of the Cargo Claim Release Form which was signed by *************************** on November 21,2022.

    Please accept our apology for the inconvenience that you experienced during your relocation.

    Customer Answer

    Date: 02/10/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    It is completely pathetic that the company's leadership team cannot pick up the phone to discuss this with me.  This is contradictory to posted statements on their website.  I have wasted days of my life with this issue and am insulted by the fact that ********************** can't spend 10 minutes discussing with me.  Rude, pathetic, inexcusable and a true representation of their lack of character and the way they do business.

    Regards,

    ***********************

    Business Response

    Date: 02/14/2023

    As stated in our previous response to your complaint, our *************************** took responsibility when the scheduling error occurred in July/August 2022 -  when your shipment was moved from the ***** warehouse before a move date was scheduled. When this error was discovered, your shipment was placed in storage in **********, where it remained until its final delivery to *********** in October 2022.

    As previously stated, your final bill was reduced by $1,500 for this inconvenience which equals approximately a 20% reduction in your bill.

    With regard to your claim, the bed frame, coffee table, and end table were all repaired at Bekins expense. You received a check in the amount of $245.00 for the remaining items on your claim, which is the full amount claimed for those items. ************* signed a Cargo Claim Release Form agreeing that this payment and its acceptance is in full and final settlement and satisfaction of your claim.

    On behalf of Bekins Van Lines, we would again like to apologize for the inconvenience that you experienced during your relocation.

    Customer Answer

    Date: 02/15/2023

    Better Business Bureau:

    On Bekins' website, they claim their Leadership team is here to "ensure customer's needs are met."  Consistent with this claim, I have asked to speak directly with someone from their Leadership team about my issue to discuss rectification that "meets my needs" given their error (rectification provided to-date is not acceptable).  In my complaint and letter, I have specifically asked for this call.  To-date, Bekins has refused to do so and in the process is contradicting their stated claim on their website.

    The way I have been treated by Bekins has resulted in days of wasted time.  It's insulting someone from their Leadership team can't spend 10 minutes to talk to me given the huge error they made and stated claims on their website.

    The only response I will accept to the BBB dispute is a direct call from their Executive Leadership team. 


    Regards,

    ***********************

  • Initial Complaint

    Date:01/02/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My husband and I hired Bekins to be our moving company from *************, ** to **************. *********************** originally came out on August 31st, 2022 to give us an estimate. The estimate included the insurance replacement for our items. That total came out to $15,262.41. I sent ***** lists of changes made to our move. My father and I took a trip to ***** with a UHaul truck and took a bunch of items with us which should have brought down the cost of the move, but in the end, it didn't. I kept ***** in the loop about how many items and sizes of boxes we took as well as the items we sold or took to the dump that were originally part of our price. Everything was going as planned until I got the weigh in of the items. It ended up being a total of $17,657.58. That was after I took a good 1/3 of the items by U-Haul they were supposed to take. When the movers got to our house (which was a 3rd party) they did not wrap or take care of our items. I have pictures of all the damage done to our items which is well over $7,000.00 in damages. The movers who delivered our items had to wrap everything at the warehouse an they made note of the damage on the items. Bekins sent us a check for damages in the amount of $276.00 which will not even replace one of the items they damaged in moving. I have not cashed this check because I feel it is not a valid and reasonable settlement. They said I chose the insurance option of $0.60 on the pound per item which was not the case. I in fact did not choose any option because ***** who was our sales representative said he included the insurance in our original quote and it would be taken care of. So when the movers asked my dad (who was at the home when the movers got there because we had already made the move to *****) about insurance I told him not to worry about it because it was already included in our quote. I want the damaged items replaced, repaired, or monetary compensation. I have all the receipts with the exception of a couple items.

    Business Response

    Date: 01/12/2023

    We have reviewed the relocation file and claim information for your move from *************, ********** to *****************.With regard to the final price for your relocation, please refer to the attached non-binding Estimate/Order for service, which you signed September 18,2022. This non-binding estimate states:

    The Non-Binding Estimate shows the estimated cost for the quantities and services set out on the estimate. The final bill shall be based upon the actual weight and services provided in accordance with Bekins tariff. The total cannot be determined until of the packing and origin services have been performed, the valuation option and amount selected and inserted on the Bill of Lading, the van loaded and the actual weight of the shipment has been determined.

    Your claim for damages was received and was reviewed by a claims adjuster. Based on the liability of 60 cents per pound per article which was selected and signed for on your bill of lading, the claim was settled and the adjuster mailed you the attached settlement letter.

    On behalf of Bekins Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

    Customer Answer

    Date: 01/13/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.] First off my wife or I did not sign anything. I was told all my father in law had to do was be there so they could access the house and load the truck. With that, he was also told he was signing the load papers with the inventory. If this cannot be resolved I will be retaining an attorney. I understand you don't want to pay out claims, but when we were told the insurance coverage was included in the claim that is what we agreed to and signed in the initial agreement. Plus we as the owners did not sign any of your paper work as you stated. 

    Regards,

    *************************

    Business Response

    Date: 01/19/2023

    As further information to our original response to your complaint, as stated in the booklet Your Rights & Responsibilities When You Move, one of the customers responsibilities is:

    Being available at the time of pickup and delivery of your shipment. If you are not available you should appoint a representative to act on your behalf.

    In this case your representative selected and signed for liability of 60 cents per pound per article, and your claim was settled based upon this.

    Customer Answer

    Date: 01/20/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined 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.] 

     

    This is the original documents which my wife signed showing the full coverage insurance was included in the estimate. If we originally signed for this insurance coverage, why would there be a need to sign for it again? The only thing that should have been signed for at pick up was the items that were picked up, which my wife's father did. This needs to be covered and taken care of because this is what we signed for. It is even signed by ***** who did our initial inventory. This is what you should honor. Why the two? Why should someone have to choose and sign for coverage when that was already decided back in August 2022? It shouldn't have ever happened and this should be the binding agreement since it has both signatures included. I never asked for change in insurance coverage and neither did my wife so this should not even be an issue nor should it have been an option. 

     Regards,

    *************************


    Business Response

    Date: 01/24/2023

    The customer claims that they signed for Full Value Protection coverage. She was given an estimate that included this coverage; however, on the final document signed on the day of the move her father released the shipment at $0.60/lb. The customers were not at origin the day of loading and they designated her father as their representative. Also, because their final paperwork did not designate the Full Value Protection coverage the customer was not charged for this coverage. The claims adjuster settled the claim based on the signed documents available from the move. I have sent two responses to the customers complaint in the BBB portal and this is in addition to the responses the claims adjuster sent to the customer explaining our position.

     

    Thank you.

     

    ***************************
    ********* ******************

    The *************

    Direct: ************ | **************************

    www.wheatonworldwide.com | www.bekins.com 

     

  • Initial Complaint

    Date:08/08/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 23, 2020, my husband signed a Not to Exceed Binding Estimate with Bekins for our family move from *************, ***** to *******************, **. On June 17, 2022, movers arrived at our home, man who identified himself as the team leader and I did a walk through of the house. There was a pile of items- most were not packed, labeled or prepared for moving that I specifically stated "Do not move". They were against a wall in a room. He stated he understood and would tell the other moving men. Shortly after the loading began, we realized they were taking items from the "Do not Move" section. We brought this to the immediate attention of the "team leader" and of the driver. There response was that some of the movers did not speak English and must not have understood. I asked them to please take the stuff off the truck as some of the items could not be moved or they would be ruined, there was medical equipment and supplies, dance shoes, personal items etc and prohibited items. Our family begged them to take them off the truck, but they said it was their policy not to remove anything off the truck. We were very upset. I let them know that there were items deemed unsafe for transport, they shrugged their shoulders. On June 24, we were charged over the amount of the not to exceed estimate. I have sent multiple emails and finally just disputed charges.On June 25 they unloaded. We had several damaged and ruined and lost items. The movers also did not finish putting together all the furniture. They did not fulfill all parts of the contract. I let Bekins know immediately and filed claim. I am having issues with them settling the case, They are unwilling to reimburse for many of the damaged items fairly. It has now been over a month and I am still waiting to have my furniture repaired as well as be reimbursed for the damaged items. I have had many email conversations with this company. They even placed blame on us for their poor performance.

    Business Response

    Date: 08/19/2022

    We have reviewed the relocation file and the claim file for your move from *************, *****, to *******************, *******.Your claim and all supporting documentation were thoroughly reviewed by a household goods claims adjuster. A repair firm was assigned to inspect the items included in your claim.

    Based on information in the repair firms inspection report, and consistent with the terms and conditions contained in the shipping documents, the claims adjuster has offered a settlement to you. Attached is a copy of the most recent settlement letter sent to you on July 25, 2022. In this letter, the adjuster provided a detailed explanation for each item claim,as to whether repairs were authorized to be completed by the assigned repair firm, an allowance was made for the claimed damage, or a goodwill allowance was made for the item listed. The total settlement, not including repairs which will be billed directly to Bekins, is $1,178.99.

    In response to your email, the claims adjuster again reviewed your file. As stated in the adjusters July 25 letter, and their 2nd response to you dated July 28, it is the customers responsibility to make sure that all items not to be loaded on the trailer are kept in a separate secure area of the home. Furthermore, the carriers liability does not extend to climatic damages. A goodwill gesture for the claimed items was included in the settlement amount.

    On behalf of Bekins Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

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