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Michelle of Cibolo TX (10/20/05):
Bekins Van Lines moved my possessions from Fort Lewis, Washington to
Cibolo, Texas. I purchased additional insurance from the company and
was very nice to the movers, buying them food and tipping them each
day. When they dropped my things off, they left me to put everything
together and to carry items upstairs. They never
picked up the boxes as promised, and I had to pay to have them hauled
away from my property. Numerous items were broken, including an antique
mirror that they swore would be replaced but never was. Food was packed
with toilet brushes and wardrobe boxes were used to pack single bottled
drinks. Worst of all, I am missing boxes of my late daughter's
belongings and my late husband's dress blues. A newly filled prescription
of valium was half empty and I overheard the movers talking about
partying and crystal meth. When I contacted the supervisor, he said
he took his employees' word over mine.
Carl of Fishersville VA (10/13/05):
Bekins picked up our belongings on 12/18/04 in Palm City, Florida,
stored them until 2/23/05 and delivered them to Virginia 2/26/05.
Insurance was paid on these goods; however, our claim for loss and
damage, which amounted to almost $2,500 and included original repair,
purchase and estimate documents, was denied without explanation.
Bekins refuses to return our phone calls. The handling of this claim
directly contrasts their advertising claims and future shippers should
be forewarned.
Stephen of Parrish FL (10/12/05):
Bekins recently moved us from Sacramento, California to Parrish,
Florida. Damage occurred to our furniture due to a leak in the roof
of the trailer, tools used improperly by Bekins' movers and inadequate
padding. After I filed a claim, Bekins held me responsible for their
negligence by estimating the damage at $468.55 and applying that to my
$500 insurance deductible. I have received estimates from reputable
furniture refinishers in excess of $1,123. Bekins has ignored all
correspondence regarding resolution of this claim.
Shirley of Hot Springs AR (9/27/05):
Bekins picked up my belongings on 5/27/05 to be stored until
delivery to Arkansas on 6/29/05. When the truck arrived, it contained
only a portion of my possessions. I filed a claim and waited 45 days,
as instructed, and then called to inquire about my situation. I was
told the driver may have some of my things but I would need to wait
another 2 weeks to have them delivered due to the hurricane. I feel
Bekins has had more than enough time to deliver my possessions and they
should pay me for the items that they have not delivered. I have used
Bekins for two other long distance moves without complaint; however,
this time every box that was delivered was damaged.
Carol of Longwood FL (8/30/05):
When I signed a contract with Bekins to have my possessions
moved, I was told there would be no problems with Bekins due to their
"guaranteed pricing". It took Bekins over one month to have my
possessions delivered from my old home to my new home. During that
time, I placed 2 phone calls and sent an email to their company but
received no response to my concerns. When Bekins finally delivered my
possessions, they called to say there would be an additional $400
charge for renting a smaller truck. I faxed my bill of lading to
their customer service showing that I had a guaranteed price.
Customer Service then told the driver not to charge me the additional
fee. My belongings were delivered with cockroaches and mouse
droppings, moisture stains and terrible smells. A family heirloom and
a column that is no longer manufactured were broken. Today I received
a bill for $400 and a bill of lading showing changes, which I did not
authorize, made by hand.
Karen of Plattsburgh NY (8/17/05):
Bekins promised to have our possessions delivered to New York
between 7/31 and 8/03. On 8/01, I received a call from an automated
voice stating that our delivery was now scheduled for 8/03 to 8/08.
Two extremely rude men showed up at our home on 8/08 at 6:45 PM to
unload over 7500 pounds of furniture and boxes. They dropped my
household items, banged our furniture leaving it unwrapped and on its
side on the ground and smashed numerous pieces of china and a halogen
lamp. At 1:45 AM, I was told that all of my items had been unloaded.
I was missing numerous items from the inventory list, but the driver
said I must not have been paying attention to everything he unloaded.
We are missing 2 irreplacable prints and 2 Tiffany bowls. I have been
told that a claim form has been issued, but until the driver turns in
his paperwork, the adjuster cannot proceed. I was forced to pay the driver
in full or they would leave with my possessions, so Bekins has all my
money and I have damaged and missing goods.
Lori of Hoover AL (8/01/05):
I could speak for hours regarding the problems I encountered when
Bekins loaded our possessions; however, I will only address the major
issues that happened once the items were delivered to our new home.
Almost every piece of my new furniture was ripped, scratched, dented
and/or dinged when it came off the truck; my hardwood floors are
scratched and damaged; a 12 year old was helping to unload my
furniture; my hanging clothes were thrown into the bottom of huge
boxes; my grill is broken from being turned upside down and many of my
collectibles were broken. We called Bekins on delivery day and had a
claim form faxed to us. We faxed the form back within 48 hours and
waited 3-4 weeks before contacting our Bekins Claims Representative,
Earlest Carter, who cannot say when the claims adjuster will contact me.
I have left messages for Mike Rogers, a manager, but cannot
get him or Mr. Carter to return my calls.
Alex of Glendale CA (6/28/05):
I hired Bekins to pack and load my possessions and move them to my
new home. The packers were not happy because they said I did not buy
enough boxes. I spoke with Steve Jones, my salesman, who said that I
had purchased everything I needed. The packers then threw my jewelry,
collectibles, personal items, shoes and clothes into boxes together.
They used no rhyme or reason, no packaging supplies or wrapping and
absolutely no professionalism. I complained vigorously to Steve, who
showed up the next day to supervise the loading of my possessions.
The driver showed up, his children in tow, to help load my
belongings! When the items were unloaded at my new home, I found
loose jewelry in many boxes, lamp shades were ruined, a beveled glass
table top and various kitchen items were broken, I was missing boxes of
my possessions and I had received boxes of someone else's items. Each
person I spoke with at Arcadia and Bekins' corporate office was
unsympathetic and completely unhelpful. I even left a message for the
supervisor, Mike Rogers, who never returned my call. My damages total
approximately $600 and I will never use Bekins again.
Robert of Cleveland OH (6/27/05):
My clients went to the Bekins website and were referred to a local
Bekins agent, Capital Moving
and Storage. My clients signed with Capital for an intrastate move.
Capital damaged most of my clients' possessions and then refused to
follow PUCO regulations (state rules regarding the handling of claims).
As their lawyer, I sued both Bekins and Capital under a principal/agent
theory of liability. Bekins plead that their agreement with Capital
covered interstate (not intrastate) moves only. This information was
never disclosed by Capital to my clients. I then sued both entities
under my state's consumer protection laws which provide for general
and punitive damages and attorney's fees. We also sued under the
insurance policy my clients purchased for the move. They capitulated
and paid handsomely.
Katheryn of Surprise AZ (5/26/05):
A Bekins truck arrived 4 hours late and 2/3 full to load our
possessions on 1/31/05. At 4 AM the driver finally conceded that
everything was not going to fit on this truck and another truck would
have to be dispatched.
The 2nd truck arrived later that morning while the new owners and their
movers were already waiting to get into the house. When the truck
unloaded our possessions at our new home, there were missing items
and numerous damages including a ripped leather couch, a broken
mirror stand, a missing chair wheel, a 1/4" gauge on the dining room
table, a 2' rip across the card table top and a broken lathe.
Additionally, the 2nd van has been rescheduled for delivery 3 times
already.
Ernest of Fort Oglethorpe GA (5/13/05):
Bekins moved us from Pensacola, FL to Fort Oglethorpe, GA in
March 2005. We purchased the premier insurance which was supposed to
provide replacement cost to any items that might be damaged during the
move. One of the Bekins employees, Shawn, stole from us and damaged
our credit. When we reported this to Bekins, they informed us that
Shawn had been fired the prior day due to charges brought against him
in another county. When Bekins arrived to unload our belongings in
Georgia, we were introduced to a young teenager, Eddie, the lead
man's cousin or nephew. We were told Eddie was going to help out
since the crew was missing one mover that day. Eddie and the moving
crew caused damage to our belongings resulting in a broken desk, lamp,
and TV antenna, a broken locking mechanism on the Nordic Track, a broken
safety hinge on our dining room table, a damaged corner on the armoire
and damage to numerous artificial plants. I called Bekins and the
insurance adjuster and filed appropriate paperwork. An adjuster
made a decision regarding our claim without ever coming to our home to
inspect the damages we alleged. They refuse to pay for anything
except the broken desk and have not offered a formal reason for the
denial.
Simon of Palm Coast FL (3/10/05):
We used Bekin Van Lines in a recent move and purchased replacement
cost insurance from them. Bekins broke our bedroom mirror and
headboard. We have provided them with the original receipts for the
furniture, but Bekins and the insurance carrier will pay only 1/2 the
receipts price. I protested this decision but was informed today that
my request for additional money has been denied.
Kim of Lindhurst OH (2/24/05):
Bekins moved our household furnishings this summer. We purchased
additional insurance through Bekins for $900. When we unpacked, we
found ripped upholstery, cracked frames on a mirror and painting
(both packaged by Bekins) and broken branches on our silk trees.
We filed a claim and received no response. After numerous calls and
3 letters, there has still been no response from Bekins or the local
Little Rock agent. Damages resulted in approximately $2,000.
Jonathan of Incline Village NY (2/14/05):
Bekins moved our household from Rochester, NY to Reno, NV. Our
salesman told us our belongings would be loaded before Thanksgiving and
delivered by December 9th. I explained that we were traveling on
vacation over the holidays with our 2 small children and we would need
many of the packed items for the vacation. The salesman made a note
on the contract that all items must be delivered by December 17th at
the latest. our belongings did not arrive by the 17th resulting in
significant stress and cost to our family. Bekins has denied our
claim and our phone calls are not being returned. We will file a
complaint with the BBB and go to small claims court if necessary for
compensation of the $1,000 in additional expenses we incurred.
Myron of Las Vegas NV (1/24/05):
Bekins moved me from Newburgh, NY to Las Vegas, NV using a local
agent. They were over 3 weeks late shipping my items.
Numerous items were missing and the items I did receive were damaged.
My claims for food and lodging were denied. The move costs $12,119.
I hired an attorney and received almost $8,000 from Bekins.
Robert of Seattle WA (1/19/05):
The Bekins non-binding estimate given to me for a local move was
$536. In hopes of lowering the price, I moved the kitchen table and
4 chairs, a bed, a TV, a microwave and a TV stand myself earlier that week.
Upon delivery, the total moving charge showed $815. The movers could
not explain the inflated price, so I spoke with the dispatcher who
made a minor reduction in price. I was forced to sign the invoice so
the movers could leave; however, I added an addendum to the invoice
stating my frustration and canceled my credit until I could speak
with a relocation consultant. I ended up paying $631, still more than
the original estimate, but less than what they were trying to scam from
me.
Andre of Boerne TX (1/02/05):
I contracted with Bekins to move my household goods from Sacramento,
CA to Boerne, TX by 9/18/04 at the latest. The actual delivery date
was not until 10/02/04. This 15 day delay caused me to incur large
expenses for food and lodging as well as frustration, anguish and
family strife. I filed a claim with Bekins on 10/17/04 for all
expenses incurred and included all receipts. On 11/17/04 Bekins sent
me a check for less than half of the claim and gave no explanation as
to how they derived the amount. When I asked for an explanation, they
were indignant and refused to send or provide any further information.
Andrea of Wilmington NC (12/19/04):
Bekins damaged and lost multiple items during a recent move.
They paid only $350 of the $8,253 claim I submitted. Repeated
attempts to resolve the situation have failed as Mr. Rogers has
refused to reply to either my attorney or me.
Jeffrey of Lincolnwood IL (12/29/04):
Bekins Boyer-Rosen Moving Company sent totally unqualified people
to move a large household of valuable furniture that my wife and I
collected over a lifetime. As a result, they damaged over $75,000 of
our possessions. The movers smoked and sat on our expensive antiques,
damaged wood stairs and walls, ruined our baby grand piano and left our
possessions overnight in a truck that leaked profusely during the rain.
Bekins made numerous promises that they did not keep, and while I cannot
list them all here, I have contacted an attorney and written an
extensive letter to Bekins and the Illinois State Commerce Commission
detailing the damages and asking for assistance in this matter.
Kristy of Fort Myers FL (2/21/04):
I contacted the company for a long distance move from Dallas, Texas to Fort Myers. Florida in August 2003. A sales rep in Dallas came to my apartment to give me an estimate. He was very nice and I thought the price was somewhat reasonable, and he said I would have my things in Florida within 10 days of the pickup. So I agreed. The first thing that went wrong was that I could not get the company to commit to a date that they would pick up my things. And I had to force them to come on a specific day. The movers came in and were quick and even wrapped a few things for me.
My things took longer then the 10 days to arrive. It was actually 18 days later that my stuff came and the items that had been wrapped were broken. I had two glass lamps shattered and one large ceramic pot broken. PLUS they lost two boxes that contained a small table top waterfall and a VCR. Estimated loss was around $1,000. Plus I didn't have a bed to sleep on so for three weeks I had to stay in an apartment with no furniture and sleep on an air mattress! And when I called to complain about my stuff being late the operator was rude and said things like because I didn't have a lot of stuff they were moving (under 1000 pounds) they would just have to "get to it when they could".
I was outraged. ONce the mover did show up, he was very unproffesional. His wife and baby wre in the truck with him and it was only him unloading two couches, bed, dresser...he was struggling and looked like he was just throwing stuff around. Oh and when he opened up the truck my $3,000 couch was ON ITS SIDE! My $250 bike was also bent. And he would not unload the truck until he was paid with a money order. I had to pay him...I just wanted a bed to sleep in! AT this point I was so grouchy form not getting any sleep, I didn't care. But later after I noticed the broken and missing items I tried contacting corporate offices who said they would put an agent to "work on it". After months of calling and getting a total run around I get this pathethic letter in the mail apologizing, saying "in the future we will try to make sure this doen't happen."
Linda of Reno NV (12/23/03):
On September 15, 2003, my husband and I used Bekins Moving to move from Long Island, New York to Nevada. Howard, the driver, assured us that our possessions would be in good hands. He was overtly friendly and asked me several times to sit in his truck, but I refused. On October 9, 2003, the furniture finally arrived in Reno. We had been sleeping on an air mattress on the floor of the house for weeks. Howard was again overtly friendly and asked my husband to sit in the cab with him. He talked my husband into signing the Customer Service Report before all of our possessions were unloaded.
When two of our mattresses were unloaded, they were water soaked and heavily soiled due to a leak in Bekins' truck. Howard claimed they were damamged due to a rainstorm he experienced on the way to Nevada. He said it would be "fine" if we accepted the mattresses and that we should put in a claim for them as well as the other damaged items we received and he would "vouch for us". Then he immediately drove away before we could add an addendum to the Customer Service Report.
We waited patiently for our furnishings and now we had to sleep on an air mattress once again. We placed a claim to Bekins on October 24, 2003 and was denied everything except $50. We had expensive, top quality BeautyRest mattresses that cannot be replaced for $50. We called Howard to complain and he said, "Don't worry, I wouldn't leave you high and dry. I'll go to bat for you. Bekins' truck leaks and they will cover it. I'll speak with Jeffery tomorrow." I just received a call from Howard today (Dec. 23) and he said that there's nothing he can do for us since my husband signed the papers stating that all the furniture was in good condition. How's that for sleazy?
Gail of Commack NY (12/4/03):
I signed a contract to move from FL to NY. Upon delivery many items were damaged. They refused to unwrap the furniture and just left. The salesman Joseph Schuber accused me of provoking his men and insurance fraud without doing further investigation. I am left with damaged merchandise and no one will return my phone calls. They keep referring me to other people and avoiding the problem at hand.
Damage Resulting: Furniture ripped , torn, chipped, gauged and splintered. Edges broken, finished rubbed off. The inventory clerk and driver would not do inventory with me on items damaged and lost, they just left without notice and they were not finished. They did not assemble any of the furniture as they were supposed to do and they did not wrap the bottom of any of my merchandise causing the furniture to chip and rip.
Linda of Las Vegas NV (9/18/03):
Several of our items were broken during the move, which took place Jan 20-Jan 30, 2003. The driver at the time acknowledged the fact that items were broken, and we were told that although we were signing a receipt, we were not waiving our right to file a claim. The signature simply meant that we did in fact receive all items. On August 22, supposedly, a letter was sent saying that our claim for $1,100 worth of merchandise was denied. We did not receive such letter until today, September 18, when I finally called to check the status.
During our move, we had ONE man moving our items, the other just stood around doing nothing. He was rude, and smelled as though he hadn't showered in a week. I mentioned several times about items that were very imporatant to us and he either ignored the fact, or made rude comments. A few items are irreplacable, and we just were seeking an amount to try to have them repaired. The movers were also four days later than the promised date, so when they finally did arrive, they basically dumped our stuff out and left.
Tina of Lakewood CO (9/9/02):
Hiring Bekins Van Lines to do our move was the biggest mistake we could have ever made. Being a big name in moving made us think we could count on their knowledge and expertise. Unfortunately, they had neither. They were out for the sale and that was it.
To make out move a little less expensive (we were moving ourselves, not the company) I packed boxes myself, mostly unbreakables. Our contract said that we be packed on July 25, 2002 and loaded on July 26, 2002. Our sales rep called and asked we we could do a pack and load on the same day and I asked they the packers would be finished for the loaders and was asured that it would be ok because we only has a half day pack and the packers would come around 8 a.m. and the loaders at 10 a.m. Well the packers were not finished by the time the truck showed up and the driver and loaders started taking out boxes that had not been labled and things from that point on became chaotic.
I was trying to keep track of where the packers were and the loaders at the same time. I was alone in this since my husband was already in Colorado. Then our driver wanted to know if he could deliver our shipment on Monday July 29, 2002 instead of Tuesday July 30, 2002. We would be traveling on that day and didn't know if we could make it to our new apartment on that day. He assured us that he would be able to deliver around 4 p.m. We pulled up to our apartment at the same time the Bekins truck arrived.
When the local men hired to unload began the unload, one of them became very frustrated and quit because most of the boxes that were coming off the truck were not tagged. These were the boxes that I packed. When I asked the driver (Marc) why they were not tagged and inventoried he said that he thought the packers were supposed to have tagged and inventoried. When I called the sales rep for Bliss Moving and Storage she said that it was the responsibility of the driver to tag and inventory any boxes packed by the owner. As of this date neither side has accepted responsibility.
Now I have things missing that were not inventoried by either and no proof that I had these items moved by Bekins. The driver also listed my furniture with scratches on all sides and leather furniture was marked as having scratches and tears! The couch that was mentioned was 2 weeks old when it was moved by Bekins and there are no tears on them even now. The driver put that all my furniture had scratches, dents, tears, nicks, cuts and fading so that when it arrived at the destination and had damage done by them then we would have no claim because he had already listed the damage.
John of Nanaimo, British Columbia )7/5/03):
We thought by hiring Bekins it would make our move a lot easier. Especially moving from Palm Springs, Ca. to Vancouver Island, B.C. What a nightmare it has been for the past year. We still have not been given the opportunity to explain our ordeal and consequently our loss verbally. We have left numorous messages pleading for a return call but to no avail. I had an antique 1780 Manton shotgun muzzle which belonged to my great-grandfather. I had it wrapped in a towel and taped tight. The wife of the driver said Bekins are not allowed to transport firearms across the border. She said she would not tag it so customs would not know, and that she would take extra care of it for us. We trusted her and from all the confusion during the unloading of the truck I never asked about it until we started to unpack.
We found out later that Bekins can transport firearms and I feel the drivers deliberately lied and stole my rifle. To this day almost a year later Bekins has not contacted the drivers for an explanation. I also had damage done to my marble table which was crated by them and of course they did denied my claim for that as well. But no mention of my missing rifle. I wish I had read other complaints from previous customers prior to my hiring Bekins then I would have saved myself a lot of grief and heartache.
Lee of Flagstaff AZ (7/3/03):
This company, Pacific Storage Co., in San Jose, Calif., is apparently an agent for Bekins movers. We contracted for them to move us from Santa Cruz county to Flagstaff, Arizona. They picked up our things on June 16, and we never heard from them again. They have not called even one time. I sat in my new house for 3 days waiting, not hearing from them, and I finally called them. They told me "we're not sure when it will go out". I called a second time a few days later, same info. I never heard another word from them.
I called 3 or 4 days later, and they told me to call Bekins in Illinois. I LITERALLY GET NO OTHER INFORMATION. NO WHY. NO REASON. I don't know if they have lost all of my things, or if they are just incompetent or stole everything, or what. Delivery date was supposed to be June 20-25. They are contracted to deliver by the date of June 25th. Is is now July 1. I have no idea when or where all of our things are. My wife and daughter and I sleep on the floor, we have none of our possessions. It is amazing and I do not understand. They refuse to answer any questions, merely tell me to call Bekins in Illinois. They do not seem to know where our things are either. When I type in my bill of lading number in Bekins' tracking site, nothing pops up. Literally nothing about this situation makes any sense at all. It's like a bad movie.
Christine of Washington DC (1/27/03):
We moved with Bekins in July 02. They stored our belongings from July through November. When they delivered our belongings (they broke a number of things but that is the least of it), they never delivered either an office desk or an antique hall table. We found out later that they broke the desk (grabbed it by its legs and ripped the legs out of the screw sockets). We have called their local office numerous times and never get a call back. We have been promised that the desk would be fixed and it has never happened. Each time it is another excuse - "we didn't know", "we can't reach you", "it's too cold", "it will be another 2 weeks". Meanwhile, we run a business from our home and need our desk.
The corporate office isn't that much more help. They can't get the local office on the phone to put pressure on them to give us back our desk (even unrepaired) or to 'fess up and say they don't have our hall table.
Martin of Ashland OR (1/12/02):
Dear Consumer Affairs: We wanted people who are contemplating moving and using Bekins to know of our dreadful experience with that company. While there were some problems with picking up our delivery, and with substantial delay -- our goods arrived eleven days late, accompanied by several misstatements as to when they would arrive and some damaage -- our overwhelming complaint relates to their refusal to accept responsibility and respond to our numerous telephone calls and letters, including some certified return-receipt letters which clearly were received by them.
First, it took us several months to obtain payment for our expenses incurred as a result of the late delivery, with our having to make numerous telephone calls, virtually all of which never reached a person but only the person's voice mail. Most of these calls were never returned. And, when we finally did receive payment for the expenses, we did not receive the full payment for related expenses--expenses which we had incurred with their knowledge and permission and were told would be reimbursed. This discrepancy amounted to approximately $150.00.
More distressingly, over a period of more than six months, we have attempted to get Bekins to finally settle the balance of our claim, a mere $55.00 item for a broken antique table leg, which we had repaired, and which we had documented with photographs and a repair estimate from a reputable company. To this day, despite repeated phone calls and letters to Bekins, they have refused to respond and to pay the $55.00 item. One can only imagine what might be the case if the claim were substantial in nature if the company is unwilling to make payments which are clearly due in these small amounts. We have never in our lives experienced with any company of any kind the consistent and callous disregard of customers as we did with Bekins.
Patrick of Knoxville, TN, writes:
O'Briens Moving and Storage in Reno picked up our furniture and has been storing it for the last 4 months, with the understanding that we would call when we had settled in to a new area. We called them several weeks ago and let them know that we would need our furniture delivered on Nov. 10. We received and signed the necessary paperwork shortly after that, advising that loading would begin 11-2 and we would receive our furniture 11-10th, 11th or 12th. These dates were fine, as we would be leaving for Florida for 2 weeks on the following Friday, 11-17.
On the 9th of November I called to check on the time and was told that the furniture was still in Reno and had not been loaded as of yet. In speaking with O'Briens we were told that our contract for this was with Bekins LLC, and we should contact them with any questions. I did this and expressed my disappointment that I was not even called and told that there was a problem. I was treated to a representative that could care less about my problem. She was rude, condescending and ill informed as to the status of my load, and argued that it was not her job to notify me of anything. I asked for her supervisor, she was not available. I asked for her supervisor's supervisor, out on vacation. I asked for anyone in charge, no one could help.
Today, 11-13 I received a call to tell me that my overflow goods would be coming at a later date. What overflow goods? Oh there was other furniture on the truck prior to yours, so they couldn't fit it all on. The fact that we would not be here for that load meant nothing to her. The fact that we haven't received our first load meant nothing. The fact that all of our stored belongings and clothes were not here meant nothing. The fact that if it arrives after the 17th, which I was told is a real possibility, that I would be gone for 2 weeks meant nothing to her. Perhaps I could speak to a supervisor, I asked. Not available. The supervisor's supervisor? Still on vacation.
I asked about compensation for the delay. "Well if you need toilet paper or something, make sure you save the receipt". What about the $125 a day that we were told about. "That doesn't apply to you". Well, as I sit here in my empty house (except for my air mattress and laptop, I can assure you that I am disgusted with Bekins. I have been in business for years and am appalled at this company's lack of concern for their customers as well as their poorly trained representatives.
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July 25 2008
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