Complaints

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.

• Initial Complaint

  Date:01/01/2024

  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.

  Bekins Transfer and Storage Limerick PA on 12/6/2021 - This was the initial start of our contract with them to partially pack & store antique furniture as well as numerous other boxes and items. For 18 months (5/2023) we paid a storage fee of 190.00 a month of the items they packed and stored for us. At no point where we told that while they had our possessions that much of it had become damaged, destroyed or lost. If they had communicated with us we would have exercised our options and removed all of it from them and arranged to have it delivered. When the driver ************************************* arrived to pick up our items he completely re-inventoried our contents so he would not be held responsible. He said the crates that our items were stored in were damaged and he took photos. Upon delivery to our property, we put in a claim for the damaged items which we had purchased additional insurance for the cross-country delivery. Also, I communicated with ************************* at the Limerick Agency that we were seeking a refund for storage and a claim for the initial breakage on the first part of the move. She said that the claim had to be handled by corporate first and then we could look at the claim for the storage fees. Once we settled for the broken items, she said that was all they were going to do and stopped answering my correspondence. I also emailed corporate about the same issues and received zero responses. The reality is any form of communication with the Bekins Limerick location is the refusal to admit that an accident or liability occurred at all. Someone knew this occurred since so much of it was damaged, crushed and missing.

  Business Response

  Date: 01/09/2024

  *****************,

  I apologize that damage occurred during your moving/storage. I have reviewed your file and it appears that our corporate office and yourself agreed on a settlement amount. I have attached the documentation for that agreement. When you signed the agreement, it releases both parties from additional claims. Please review the following portion of that agreement:

  Order Number: ********* Customer Name: ******, ***********************
  The undersigned Claimant, in consideration of the payments outlined below, forever releases,
  discharges, and relinquishes as fully paid, settled, and satisfied, any and all claims or
  causes of action which the Claimant or anyone claiming by or through the Claimant may have
  had, may now have, or will have against Bekins or any of its subsidiaries, affiliates, agents
  or representatives under this order for the loss and/or damage to the Claimant's property
  during loading, unloading, storage or transportation, said payments being:
  The payment to the undersigned of the sum of $ 12,480.00 being in full and final settlement.
  It is understood and agreed that this payment and its acceptance is in full and complete
  settlement and satisfaction of the Claimant's claim, that the payment shall in no way be
  construed as an admission of fault or liability, and that fault or liability is expressly
  denied by Bekins. This Release shall, upon execution by the Claimant, be binding on the
  Claimant, constitute the complete agreement between Claimant and Bekins, and shall supersede
  all prior agreements and communications between Claimant and Bekins. A party who breaches
  this Release shall be liable for, in addition to all other remedies available at law or in
  equity, the non-breaching party's costs and fees (including attorneys' fees) incurred in
  enforcing this Release.

  If you'd like to discuss in more detail, please feel free to call our office - ************

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

  Customer Answer

  Date: 01/19/2024

  i AM CONFUSED by this letter.  Nothing has been resolved from Bekins with us.

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello - I would like to file a complaint against Bekins Transport and Storage, *************************, Pottstown, PA *******. Tel: **************. I hired them on April 20, 2023 to move me locally and purchased the optional $100,000 damaged goods insurance. They did SIGNIFICANT damage to our furniture and will not settle the amount needed to repair and replace damaged furniture. I provided details and pictures of the items, original purchase prices, replacement prices, etc., and they offered a ridiculously low settlement. I pressured the movers to get a report from a furniture repair/restoration company - which they did but they will not share the report. After the report, they increased the settlement to replace one item at the original purchase price, not the replacement price, and are denying the rest of the claim (second settlement offer) as they state the quality and the type of furniture are low-grade particle board - even after the report that they will not share - shows the items are expensive solid wood. I provided make, models, manufacturers, original purchase prices, and replacement purchase prices. They are operating in bad faith, and not taking accountability or responsibility for the damages they caused. I purchased the optional insurance in good faith. If Bekins is prepared to pay directly for repairing what can be repaired and pay for replacing those items that cannot be repaired - we would agree to that. Plain and simple. We are not seeking to profit from this unfortunate situation but just to be made whole. I need help getting them to provide a settlement amount to fix the furniture that can be repaired, and replace what cannot be repaired honoring the $100,000 insurance I purchased. They have been providing extremely low ball offers that nowhere come close to the damages caused.

  Business Response

  Date: 06/19/2023

  As of 6/14, we have reached a settlement agreement with **********************. He has signed and returned that settlement agreement. We have sent settlement check.

  Customer Answer

  Date: 06/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/13/2022

  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.

  Date: 5/14/22 Quoted: $2550.00 Charged: $3215.00 Ref: won't pay claim for broken and damaged items and for unnecessary overcharge for cartons not needed to be used and past quoted times.They arrived about 8:30am. I showed them everything that they needed to take for the more. During the move they took numerous breaks, packaged already boxed and lacked cartons into larger cartons and didn't label what was inside. By doing this it took more time than if they would of just loaded original cartons. During the loading the guy in charge was verbally abusesive to his two workers. He also got into a confrontation about some items that were to be moved and used abusive language to my daughter in law who was helping me with the move while I was putting some items in my car and when she walked away from him he tried to start with me and I told him don't go there or else if he's having a problem call his boss. When finally loaded we followed them when almost at destination we lost site of them on road going to house because we stopped for a red light. When we got to our house they weren't there. We tried to call the company but they were closed and had no one answering not even the sales rep would answer his cell. 2 1/2 hours later they showed up and while backing up to front porch to off load they backed into part of the porch wall. Broke the dish to my microwave, broke water container to my kurig coffee pot, broke my 4 slice toaster that only toasts in two slots now, broke a 2 1/2 ft ceramic christmas tree that can't be replaced, refused to take an item of furniture a small cedar chest left it on front porch now it has to be refinished and refused to put tool chests where we requested them to go also left on front porch along with a portable generator. Also they didn't put my love seat back together correctly so when you put it up and down now it binds and rubs ne er did that before. I mailed claim form on 8/4/22 which h was within the 90 day time frame to file.

  Business Response

  Date: 09/29/2022

  ****************,

  We're sorry that your move didn't go as smoothly as we had hoped. After speaking with our operations department and the crew about your move, I hope we can address your concerns. According to the crew, you had packed a lot of very small boxes (shoe box sized). In order for the crew to be efficient, we did consolidate those smaller boxes into larger boxes. This actually sped up the process rather than slowing it down. The crew says that you were not completely ready to move, and were packing as they were moving/loading. This could certainly slow things down. 

  The crew denies exchanging any expletive's - but if it did occur, we apologize - that's certainly not how it should work. You spoke to our operations manager and the owner of our company - who tell me that you were cursing at them. But that's OK - we get it - moving is stressful - we do our best to manage it and we should be better. 

  I'm also sorry that the crew got lost along the way. They have told me that it was more like an hour to get gas/lunch, but either way, you were not charged for that time. 

  Finally, I've spoken to our claims department. They say that they have not received a claim form from you. If you did send the claim form, we never received it. If you did send the form, or if you have a copy of the sent claim form, please reach back out to us so that we can address it accordingly.

  Again - we apologize that your move didn't go as we'd all wished it had. Moving can be stressful and I trust that our movers did they best they can. Ultimately you were given an estimate and there were circumstances that caused the actual charges to be slightly more than the estimate. We're willing to work with you on the claim, but we haven't received any written description of damages.