Complaints

This profile includes complaints for Move Northwest's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Move Northwest has 12 locations, listed below.

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  Move Northwest

  8500 Durango St SW Lakewood, WA 98499-4525

• 

  Move Northwest

  6501 216th St SW Mountlake Terrace, WA 98043-2052

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  Move Northwest

  10115 E Knox Ave Spokane Valley, WA 99206-4134

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  Move Northwest

  935 Poplar St SE Olympia, WA 98501-2100

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  Move Northwest

  7010 150th St SW Ste 101 Lakewood, WA 98439-2419

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:02/28/2024

  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.

  Morning of 2/28/2024 Bekins Northwest sent workers to my house to pack my belongings for a move. They are contracted under the government to take up to 2 days if necessary to pack. I told them I had probably a 2nd days worth of things mostly in plastic tubs in my garage. They called their manager and insisted they would only pack 1 day. During this time one of the packers, a ******************************** slammed a stack of boxes on my upstairs floor and now my living room window leaks water inside my house.

  Business Response

  Date: 03/06/2024

  This was a military contracted move that we were servicing.The conditions of the home were as such that we were unable to perform the move at the original time. The base and contractor were contacted, and assessed the situation as well. Once the house was in working condition enough for our crews to work on the move, we were able to get the service member packed up. We did end up taking two days, and went back to the home on the second day to do the majority of the packing.
  
  In regards to anything monetarily related, that is between the military contractor and the servicemember. Nothing monetarily will need to happen on our end.
  
  We did receive photos regarding a window, and it looks like the caulking around the seal had failed. There would be no way that our crew member could have done damage to the window by placing cardboard boxes, or moving furniture.

• Initial Complaint

  Date:11/01/2023

  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 hired them to pack and move my household items. The company placed my household items in their storage facility while I was house hunting and moving. Pick up of my items and packing occurred on 06/19/2023 & 06/20/2023. My items were delivered to my new home on 08/30/2023. When delivered it was discovered my Sealy Postrupedic Mattress had been ruined. I filed a claim with the company under the insurance I had paid over $500 for. My mattress was ruined while in their control and the company claims that it is the mattress broke down because of age and was properly stored. They stored the mattress on it's side in the shipping create for the duration between pick-up and delivery. The mattress cannot be stored on it's side and as a result it ruined my mattress. When we opened up the shipping box, The mattress was wedged into the back of the container standing vertically on its side. In fact it was wedge so tightly it took me and the two employees significant effort to remove it. This is why I remember this occurrence so specifically. There was no pre-existing damage to the mattress when your employees picked it up from my previous home as evidence by the moving checklist made by their employee's denoting no damage to the mattress. When it arrived here as evident by the photos, it was completely ruined.I had to pay over $2,400 for a new replacement mattress. As moving professionals specific to this industry it should have known the proper way to and not to store a mattress. Therefore, because the mattress was stored incorrectly, was in good condition when picked up in the shipment, and delivered with the damage having already occurred, Bekins is liable. Please contact me for additional information if needed.

  Business Response

  Date: 11/02/2023

  The claim was denied due to the condition of the mattress.  Due to its age, the shifting in the mattress was not a result of mishandling on the part of the mover.  This concept, specifically identified in the valuation contract is referred to as inherent vice, meaning that the damage was a result of the condition of an item and not by the interaction of any third party or outside action. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20810336
  
  I am rejecting this response because, The mattress was improperly stored on its side causing damage to the mattress. You do not store a hybrid mattress on its side as the inner foam layers can be damaged like mine was in this instance. This is irregardless of age or other condition of the mattress. The damage to the mattress was directly caused by improper storage. There was no pre-existing damage to my mattress when picked up by by Bekins employees. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/27/2022

  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.

  We contracted with Bekins Northwest to move our household goods. As part of that move, we paid an extra $492 +tax to move our Peloton treadmill. Bekins contracted this part of the move with a third party, who disassembled and packed the treadmill for transport. When it arrived at our home, the treadmill was missing pieces and is still unable to be assembled and sitting in our garage. As directed by the third party, I have had to reach out to Peloton to describe what pieces I am missing and to schedule Peloton to repair the treadmill. The contract with Bekins and the third party to disassemble, move and reassemble the treadmill was not met. I am seeking my money back for this service that was not delivered, as outlined ($492+tax), along with the cost of Peloton coming to fix our treadmill, which is $241.87.

  Business Response

  Date: 08/29/2022

  We are sorry that there were issues with the reassembly of your Peleton. We will be refunding you the charges related to that service as outlined in your initial correspondence. We strive to provide excellent service, so when we fall short, we want to do what we can to resolve any issues. We hope you are settling into your new home. 

  Customer Answer

  Date: 08/29/2022

   
  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.

  I will work with their customer service representative (*********************) to coordinate the refund of that service payment.

  
  Sincerely,
  
  *********************