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Bekins "Premium" Insurance

Bekins Van Lines •Moving Mayhem •"Premium" Insurance •Joe's Bekins Adventure •In Defense of Bekins

Tiffany of Concord CA (2/19/04):
We hired Bekins to move our stuff from Philadelphia to California. We purchased the $50,000 valuation, full-replacement coverage with no deductible. Our belongings were delivered. Upon unpacking we came across damaged items. I also found damage to my car. The damage totals $954.26. We moved in December 1, 2003. Our belongings arrived around December 9, 2003. The claim was sent December 16, 2003. A letter was received from Jackie Myers, claim rep around December 31, 2003 which was dated December 23, 2003.

Approximately 3 weeks ago from todays date (February 19, 2004) I receoived a messgae from a Casandra (secretary of Jackie Myers) stating a claim settlement letter was sent out and I would receive it in 7-10 business days. It has been 3 weeks of business days and I still have not received it. When I placed a call today I was told hte letter was never released to be sent out! I have made a total of 5 phone calls to Jackie Myers. Not one has been returned by her. I am awaiting a settlement letter...not a check. Amazing! I bought the insirance for full replacement value. I received an estimate on the damamge to my car. I am wondering why they are sending a letter and not a settlement check in the amount I am asking for especially since they have not sent a single person out here to look at the damage. This is the worse company I have ever dealt with.

Jeff of Morton Grove IL (2/9/04):
As a small furniture store, we hired Bekins company to deliver our $16,000 bedroom from our store in Morton Grove Ill, to St Louis. We have paid their delivery charges and so-called insurance coverage fee. Bekins shattered and broke our bedroom set and Bekins malignantly advised our customer to reject the goods.

Our store has been sued, as a result, under RICO. The defense and settlemnt cost over $20,000. Bekins never compensated our losses and Bekins never returned our bedroom. That happened about 3 years ago.

Kimberly of Chesterfield VA (12/8/03):
We moved in August 2002. When the truck got here they told us right away that they had left some of the stuff in Florida because it would not fit in the truck. We had the full insurance, too. The movers damaged a tv stand right in front of us - which we marked on the sheet. One of our plastic tubs of toys was also crushed. I was under the impression that we could also report damage as we were unpacking. Our other stuff did not show up until 2-3 weeks later. Here they had now removed all of the pedals from the bicycles. Of course they did not know were all of them were. Our shipment had been transferred from another truck because someone was sick or the truck broke down or something like that. They said to put in a claim for it.

I put in a claim for all of the damaged goods and have been trying to contact Jackie Meyers (my claims adjustor) since then. I leave messages, but to no avail I never have received a call back. In October they said that there had been a cash settlement, but I never got that in writing. They said it would take a 30 days for it to be approved. In November I called again - no check yet. They said the check would be in the mail in December - It's December and I might get the check any day, but Friday I got a letter saying that some of the items were denied because there was not proper proof. What more proof do they need - I put a star next to the damaged items on the BINGO sheet and then described the damage on the notes section of the form.

Still have the damaged goods because they said to hold on to them and not replace them. My tv is sitting on the floor and my children's broken Keyboard is still under the couch - they never came to look at it - they probably never will - until I throw it away! I don't know what to do? I will NEVER use Bekins again! My husbands company established an account with them when we moved becasue there were going to be a lot more people moving - they will not be letting of their employees use Bekins either!

Fran of Wildomar CA (11/11/03):
Move from Hell! The move was from NY to Southern CA. We were forced to have our property moved and it arrive before the move in date and put in a storage container (40') in front of the home and in the back yard, until the next day. Imagine all the ants and everything else with the temps in the 100's all in our belongings, they even put what they labled food on the boxes out in the yard. Although I notified them of the situation, that we could not be in the house until 9/1/03. They said don't worry once they find out that your stuff is there, they will most likely let you in, if not what is a day more for us. Needless, to say that was a bunch of B.S.

They also charged us more because of the weight issue, being more than the estimate. There where items that would not fit on the truck (Bulky and/or big), that we left behind and still were charged for. They claimed this would pick up on some of the expense. Once the two of us started to unload the bin and the back yard, we found numerous belongings damaged. They left their moving blankets to hide most of this. They even opened new packaged tarps to cover our belongings that were damaged. Now Bekins does not want to cover the damage, after their investigation, even though we had the full replacement insurance coverage.

Michelle of Newark DE writes (9/9/02):
I had my personal property from my home moved by Sea Cure Moving Inc. in Tuckerton, NJ. They represent Bekins Moving Company. I had bought the carrier's liability "insurance", labeled "for all it's worth" with a $250 deductible. I was told that if anything was broken or damaged, it would be repaired or replaced without a problem.

I had sent in a claim form describing my damages and supplied the necessary documents and receipts. I had finally received a response from Mr. Southard on August 29, 2002. The claim was completely denied. They report that because I had signed the inventory and customer service report lists that it, therefore, voids my claim. We were told by the team leader of the movers that if we find any damages after they left, that there would be no problem submitting a claim for them. I accepted that as the truth.

They promoted the coverage as insurance so the consumer would feel comfortable. Now that the consumer asks them to fulfill their promises, they claim that "this coverage is not to be construed as 'insurance'." I have damaged furniture. The company is telling me that my only direction is to write a letter to dispute their refusal to pay my claim or retain the services of a lawyer. I got put on hold, hung up on, and refused to be given information when I called Sea Cure. I always receive voice mail for Paul Southard.

My infant daughter's bedroom set was only months old. This was an investment for all of my children and it was intended to be handed down to future generations. The crib was disassembled by the movers for their benefit. They lost parts and reassembled the crib incorrectly. The crib is now unsafe for a child. We had contacted the owner of Sea Cure a day after the move and he would not even send a repairman to fix their obvious damage.

Jeanne of Stow OH (6/17/02):
I was moving from Houston TX to Stow OH so I interviewed 4 moving companies; one of which was Bekins. Even though Bekins price was the highest I decided to go with them for the following reasons: 1.) BBB had only 2 complaints (1 resolved, 1 dropped - and they were 3 years old; 2.)the Bekins agent in Houston (Carlton of EDC) told me he'd provide the necessary boxes, and 3.) they had FAIW insurance ('for all it's worth'). So, although Bekins was the most expensive, I decided to go with their company.

Because they delivered on a Saturday, (the agent in Houston told me that I didn't have to take weekend deliveries) it was necessary they deliver to a storage unit (at my expense). Well, after gasping at the way boxes were stacked, boxes marked FRAGILE stacked between other boxes AND stopping one of the men from setting a box on the back of my caned rocker (they had it laying on its back) - I was told to sit in my car.

THE SMARTEST THING I EVER DID WAS TO NOTE ON THE DELIVERY PAPERS THAT I WAS "UNABLE TO NOTE LOSS AND DAMAGE" AND INDICATED WITH AN ARROW WHERE THE DRIVER WROTE 'STACK HOUSEHOLD GOOD IN MINI STORAGE' and THAT THE WALKTHROUGH OF THE PREMISES WAS 'NOT APPLICABLE'.

After the furniture finally arrived at my condo, I noted damage to my antique oak cedar chest, my antique oak dining room table, my oak end table and to my sofa (I witnessed the driver damaging it in Houston); also a table was delivered without its legs. The movers had also moved items that hadn't been packed as they were sold to the buyers of my Houston home. {the guys who moved me out of storage a) were professional movers and b) upon seeing how the storage was packed, asked me to stand at the storage unit's door and inspect the items BEFORE they put them on their truck... there is NO DOUBT that Bekins did the damage.

• 4/18/2001 I made my claim to Bekins
• 5/17/2001 Bekins agent came to assess damage AND TORE THE CUSHION FARTHER; immediately after his departure I called and left a message at Bekins reporting the damage caused by their agent and that he was not allowed on my property again.
• 7/20/2001 phone call to Bekins (message left)
• 7/23/2001 phone call to Bekins (message left)
• 8/10/2001 letter to BBB
• 8/14/2001 reply from BBB
• 9/20/2001 email from BBB stating that as a result of BBB being ignored by Bekins, it was suggested that Jean Fox of Dept. of Transportation be contacted
• 9/21/2001 phone call to Dept. of Trans.
• 9/24/2001 mailed copies of necessary paperwork to DOT
• 11/20/2001 phone call to DOT and Houston agent, Carlton Sudduth
• 11/21/2001 conversation with Jean Fox re. conversation with Carlton Sudduth
• 11/23/2001 mailed 2nd set of paperwork to DOT...
• 1/24/2002 after receiving a letter from Bekins stating that I'd receive a settlement check for $290 in approximately 60 days I called Jean Fox. She explained I had 2 more avenues for a just settlement: Arbitration or Small Claims Court. (she added that she hoped I'd pursue this as she had 100 complaints against Bekins on her desk within the last 24 days!) I went to the municipal court for my paperwork that afternoon.
• 3/7/2002 Bekins did not appear at the Court so the judgment for $1540.00 plus 6% interest per annum from July 1, 2001 was awarded to me. Bekins never appealed the judgement NOR did they pay me.
• 5/9/2002 I filed for 'debtor's disclosure' through the court... Bekins ignored that also.

I am curious why, a company can ignore the courts and their customers; and why a company can advertise FAIW insurance, damage your furniture, and offer far less than the estimate for repairs on the wood furniture alone would be.

Ruth of Estes Park CO (6/5/02):
I used Bekins Van Lines to move my household goods from CA to CO. I purchased full replacement value insurance. I filed a damage claim for $1600. They sent a letter January 18 saying they would pay $1400. Which they have yet to do. After numerous phone calls and poor reponse they finally agreed to send my check on or before May 15. They have not done so. How do I get them to pay me? Who do I complain to?

Ruth might want to hire a commercial collection agency to collect the debt.

Scott of Midland TX (6/5/02):
My mother-in-law moved from Florida to Ruidoso, N.M. approximately 2 yrs. ago. Many pieces of furniture were damaged by the mover. For the past 2 yrs she has attempted to be reimbursed for the damage (SHE EVEN HAD INSURANCE) to no avail. On 5/14/02 she obtained a default judgement against Bekins Van Lines for $7,062.00. She attempted to be reimbursed by her mover and called corporate headquarters with no response other than the run around. We want to know how and to whom do we serve the judgement so we can get her money from Bekins.

Like Ruth, these consumers could hire a commercial collection agency. Scott should ask around the courthouse and find a company in his area that specializes in collecting judgments.

Michael of Sayville NY (5/14/02):
I used Bekins to move my household furnishings from Las Vegas to Long Island NY. I was told by the sales person, Phyllis, that I was paying insurance for full replacement on all items. I had 2 items broken, one that was packed by Bekins movers -- a glass tabletop. It was crated because of the weight and size, and a crystal glass pitcher that I packed myself.

I put the claim in to the claim department and received a letter from a Latisha dated March 18, 2002 stating they would only pay $200.00 for the glass table top and no money on the item I packed myself. I tried several times to call Latisha and had to leave several messages because she was never available. After waiting 2 weeks for her call back and never receiving a call I called again and asked to speak with a supervisor and the person who answered the phone told me she was not in and I should send her a letter stating my problem. I did that on April 12, 2002. It is now May 14, 2002 and I have yet to get a response to my messages or my letter.

I was told by the salesperson that Bekins would send someone over to examine the damages and pay for full replacement. How can i resovle this problem if no one person in the company will call back or respond to my letter.

Clarence of Sun City West AZ (5/9/02):
Moved from Illinois to Arizona. Had damage. Sent claim forms in. Received letters from Christy on 8/31/01 that I would receive a check for $185.00 within 45/60 days. And received a letter from Jackie saying that I would receive another check for $100.00. Have received neither. Calls are not returned and when you call they say that person is out.

Norm of Renton WA (5/8/02):
My claim has not been paid. Their letter dated 4 Jan 2002 said I would be paid in 60 days. Correspondemce to them has not been answered. Phone calls not answered. E Mail not answered. They owe me $385.00.

Joseph of Bowie MD (4/23/02):
I submitted a claim for missing/damaged furniture on 4/6/01 and have yet to receive my settlement check of $315.00.

Linda of Austin TX (3/16/02):
My move with Bekins was better than expected. I had a fantastic driver who handled my household goods from Reston, VA to Austin, TX into storage. The work crews were better trained than the office/sales/clerical help, who basically don't know what they're talking about and say anything to keep you happy. I submitted a claim in August 2001 including photos of actual damage. During the period October 1-18 I placed a call EVERY day to check on the status of my claim, and my calls were NEVER returned. What a way to do business!! On October 19th I received a letter stating they were "processing" my check for $945 and I would receive it in 60 days.

I called on December 19th asking when I could expect my check as it was promised by that date, and was told they were in the middle of a merger and checks were being held up. Still can't figure out what my $945 has to do with their merger. Bottom line - I have yet to see the check. Occasionally I call and am told they are "releasing" checks every day, but mine hasn't been released yet. If I ask anything more specific, I am dumped into some blackhole voicemail, where, once again, my call has NEVER been returned. A little common courtesy would be appreciated.

Sherry of Jamesburg NJ (3/13/02):
On July 6, 2001, Bekins Vanlines moved my family from NJ to TX for a military move. On July 20, 2001, our belongings arrived, all intact except for our entertainment center which was badly broken. We filed a quick claim that same day and were told that it would take 30 days or less. I even received a letter in the mail dated September 4, 2001 that stated our check in the amount of $300.00 would be arriving shortly.

As of today, March 13, 2002, I have not received the check, nor one phone call back from the numerous messages I left.

Jennifer of Portland OR (1/22/02):
My main complaint with Bekins is non-payment of a settled claims case. I have 2 letters dated July 2001 and August 2001 in which Bekins agrees to pay me over $1100 in damages within 45-60 days of receipt of the letters. It is now 5 months later and I haven't received my money, nor have they returned 12 phone calls (other than one with a vague response). In addition, there was no response to a demand letter sent to 6 individuals including the President.

From the day the Bekins movers arrived, this has been a nightmare. The movers were verbally abusive (to their helpers too), screaming at me not to document the fact that they ruined my daughter's crib at origin. Instead, they wanted to fix it on the side of the road. When I said that we should contact the sales agent and see what she had to say, the driver gave in and allowed me to document the damages. Upon delivery, the driver screamed at me not to watch them unload my property from their truck.

I believe his orders were to go back inside my house! When I said no, he shut the doors of the truck and refused to unload my property. When we threatened to call the police and I contacted my sales agent in Philadelphia (who by the way instructed me to document any damages to my property and stand by the side of the truck), the driver agreed to unload the truck as long as I stayed a "safe" distance from the truck.

The movers complained the entire time, making comments about how they got drunk the night before. All this, and I paid them over $5000 in cash. I also purchased full-value insurance for my property with 0 deductible for an added fee. In summary, Bekins movers were verbally abusive and careless, damaging my property. The Bekins claims department has failed to make good on its written agreement to pay my claim of over $1100.

Charlene of Boulder CO (12/07/01):
My husband, Stuart J. Williams, and myself moved with Bekins a year ago. We were notified in writng that we were going to receive an insurance claim check for $2500 within thirty days of the letter date, i. e. by October 17, 2001. As of December 7, 2001, we have not received the check. I have made repeated calls to the carrier to no avail. They do not return phone calls.

Maryellen of Plainville, CT writes:
I relocated from Phoenix, AZ, to Hartford, CT, over this past summer. The salesman was pretty good. The guys who picked up my furniture and delivered it to the warehouse were very good. The problems all started when it was time to take my stuff out of storage and deliver it to my new home in CT.

First I got the royal runaround from the dispatchers about when it would arrive. They had a 1-1/2 week delivery window and still missed it by a week! The dispatchers were very uncooperative and even rude, saying things like "Don't call us, we'll call you." I was contacted by Bekins' driver Ricky G on Saturday, 8/7, and was told that he would deliver on Sunday, 8/8. I thought this a very unusual time, but I waited in my empty house all afternoon on Sunday.

At 7 pm, the driver called back to say that he was only at the NY/CT border and wouldn't arrive until Monday, 8/9. It was obvious when the driver finally arrived that he was overbooked, behind schedule, and had more frustrated people to deal with besides me (he told me that he had been unloading a delivery in VA Beach until 3 am the previous night).

As he and his assistant began unloading, it became immediately apparent that a great deal of damage had occurred. There were nicks and chips in almost every piece of furniture, boxes were crushed, metal items were dented, the mirror from my bureau was loosened and practically coming out of the frame, and two items, including my king-size mattress (which was in a box) had sustained water damage. How this happened, I can only guess.

The crew that picked up my belongings in Phoenix handled everything with the utmost care, as did Ricky and his assistant on this end. I can only surmise that the damage occurred either in the Phoenix warehouse or perhaps on the truck, where the load sat for a period of approximately 2 weeks. I have used professional movers before and have never seen such devastation.

I was disappointed, however, I knew that I had purchased the top of the line insurance coverage and was confident that I could replace or repair items as necessary. Ricky was very sympathetic and even ehlped by pointing out damage as items were unloaded.

Things were in a shambles. The nuts and bolts for my headboard were missing (they later turned up in my husband's golf bag--after I bought new ones!), as was the support leg for my bureau, and Ricky couldn't reassemble my bedroom furniture. I was keeping track of everything on a legal pad as the items were brought in. Simultaneously I was crossing off the item numbers on a matrix they gave me. The driver had the bill of lading, or whatever you call it, in his possession as the stuff was being brought in. After unloading, Ricky was in a tremendous hurry to leave, so much so that he left his wallet with driver's license and credit cards at my home. (Fortunately, I was able to have one of the dispatchers page him, and he came back to retrieve it.)

When it came time to complete the paperwork, there was a significant amount of damage to record (not including, of course, items that were later found broken in boxes or the missing box of bakeware), and it became obvious that Ricky did not want to wait around for me to record everything as per the process that Bekins later used to stab me in the back.

The driver was fully aware of the extent of the damage; as I mentioned earlier, he was pointing things out to me as they came off the truck. Ricky instructed me to acknowledge that there was damage, but not the details as per procedure. He dictated the verbiage "Subject to further inspection, will submit damage of items" to my husband which we dutifully recorded on the Customer Service Report. We followed the driver's instructions to the lette with regard to documenting the damage.

The result? Bekins DENIED MY CLAIM IN FULL!!! As far as I'm concerned, this is just a cheap ploy on their part to evade responsibility in compensating me for my losses. I paid roughly $5,000 for this move. The damage/loss on my claim totalled $1,600, not including the furniture repairs. (I assumed that they would be sending an adjuster, so I didn't get estimates.) I was also charged a fee for disconnection/reconnection of my major appliances. At the delivery site, I was informed by their driver that reconnecting appliances is "against company policy". I have since sent a protest letter to Bekins demanding that they reopen the claim. As of today, 1/10, I am told it will be another 30 to 45 days before they render a decision. At this rate, I'll be back in Phoenix (using another mover, naturally), and will have no evidence with which to substantiate my claims.

Bekins should not be allowed to get away with not compensating me for my losses, particularly since I paid for the premium insurance. My family is planning on moving again in less than 6 months, and if this matter isn't resolved by then, I will never recover my losses from Bekins.

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