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It's no secret that consumers are almost completely at the mercy of movers these days (see Movers Hold Consumers Hostage). So, hoping to avoid disaster, many consumers choose a well-known brand name mover, thinking they will be more reliable. As many Bekins movers have learned, this isn't always the case.
Many then go a step further and purchase premium insurance. Bekins calls theirs "For All It's Worth" and the implication is that the consumer's good are covered up to their full replacement value. Sadly, this is often not the case.
Judith V. Mastromarino of Rochester, NH February 12, 2008
This was the move from hell!
From the very beginning of the move, the crew complained that it was a weekend and a two day move.( I was scehduled by the company for a one day move). They had other places to be,the crew leader wanted to be at a poker game and was taking private calls while working. I attempted to call the company for some resolution the day of the move, because the crew leader acted so resentful and was man handling my belongings. He also refused to take clothes from my closet and put them in garmet boxes. I had to go back the next day and spend an entire day, even after the company had included that in the price I was quoted.
By the end of the move, my belongings had been piled helter skelter in my new home, furniture dragged on my newly done hard wood floors, furniture scratched and destoyed. They even went so far as to try and charge me time and a half over and told me they had my credit card number and would do what they wanted with it.
A long story short, They dragged out resolution for three years. I had an adjuster come to the house and they never got back to me on the findings. I won a judgement in small claims and they still have not paid for damages.
I would never, ever hire Bekins again.
over 5000.00 worth of damage.
Tom O'malley of Havre De Grace, MD January 24, 2008
We moved from Cincinnati, OH, to Baltimore, MD, and found damaged items. We filed a claim, called and called, and was told claim was closed. The letter sent to us claimed items were not documented (were in a box or crated), unsupported value and item not found on inventory (so how did it get delivered, then?); and the letter said their accounts payable will send out a claim by that department under separate cover. We've not received it, after many calls. Finally we called the sales man, and he said he would talk to the head of claims, and she will call me. Three days later she did and said a repair man would come to see the damage; and she would call me with his name and # tomorrow. There was NO CALL, so I called her after 3 days and the next day and the next day... She will not return my call.
We had many damaged items-- some we did not claim. I have the items and photos. Their full replacement coverage is a joke. I am losing my mind over this move. Help me make BEKINS do what is fair and good.
Elaine of So. Harwich, MA January 23, 2008
Our household goods were moved from Vancouver, Washington to Cape Cod, Massachusetts by a Bekins contractor named Pele. If I understand it correctly, Bekins contracts with different truck owners to pick up and deliver household goods. The move out of Vancouver went well. I had done all our packing so all that had to be done was disassembling and wrapping of furniture and loading everything onto the very large truck. At the other end...Cape Cod...the Bekins guy had to hire movers and off-load to a smaller truck because the long trailer truck couldn't fit down our very narrow road. The need for a small transporter truck was known before the move took place. It was factored into the cost. Unloading from the smaller truck didn't begin until 3:00 in the afternoon and was not completed until after midnight. The humidity was so high that all cardboard boxes and furnishings were wet and covered with bugs. I wanted to stop the unloading process when it got dark and finish the next morning but was told that I couldn't. Not knowing the cost or consequences I allowed the unloading to continue.
As a result, the house had to be fumigated and 2 large humidifiers were required to dry everything out, including 70+ book boxes of books that were to be sold in Massachusetts. Two days after the move we noticed our very expensive 12'X 12' wool area rug was missing and called the driver who was on his way back to the west coast. He said the rug was on a rack under the truck and that it would be returned to us as soon as possible. A month later we called and, once again, were assured that the rug would be brought back to us. After that, Pele did not answer our calls. We called the headquarters for Bekins in Illinois and were told that they have no control over the driver and could not guarantee that the rug would ever be returned. They said to file a claim. We believe that the rug was, technically, stolen from us since. It was not lost, damaged or misplaced. The driver kept it. A comparable rug would cost between 1000 and 1500 to purchase new. We think our rug should be returned or that we should receive replacement value...not the 60 cents per pound that Bekins wants to give us. We are currently considering a lawsuit against Bekins and the driver.
I have one other concern about Bekins and offer this advice as a heads-up. When a representative comes to estimate the cost of your move, and/he or she records the condition of the each piece of furniture, do not sign unless you read their comments about the piece and agree. Every piece of furniture moved was recorded as soiled and scratched. This was not true! As an example, I had just had our dining room tabletop professionally refinished. There wasn't a mark on it yet it was marked scratched. Clearly, they do this to discount a future claim against them. Also remember that you must produce sales receipts if you have a claim. I guess this works if you have just purchased your furniture, but if you have traditional furniture, family heirlooms, etc. that took years to accumulate, you're in trouble.
Our cost to move was just over 10,000. However, the loss of our rug and the cost of humidifiers, etc. added another 3000 to the move.
K. K. Bentil of Miramar, FL December 4, 2007
This is my complaint with Bekins Van Lines: wood tables, bed, etc. were unwrapped, boxes were placed on table legs. The loading crew urinated on oriental rug and leather sectional living room furniture; oriental rug was wet with urine; the smell of urine became apparent from the sectional a few weeks after delivery.
The legs on wood table are bent, the top of dining table has gouges as does wood headboard. Professional cleaning could not remove the stench from the rug or the leather living room sectional.
Diane of Woodstock, GA January 31, 2007
I moved here to Ga. in May 2006 from Fl. I purchased 50,000. insurance and they damaged over 18,000 and lost a box with dishes worth almost 3,000. An insurance adjuster came and took pictures and told me that the damages could NOT be repaired and the items needed to be replaced! In July they sent a check for 2,190, which I refused and returned with a letter telling them I was insulted and have been trying to reach them ever since! I have made multiple calls, always being promised that someone will call back.
Finally on 11/21/06 I reached Theresa B who told me she was taking over my case and to give her till 12/20/06 to pull the claim and try to resolve. Apparently it was closed???? I called her repeatedly the week of 12/20 and am still waiting for a response!
Wall Unit back broken and divider dented, Lg Screen Tv front broke and cabinet chipped in more than one place., Lg Sleeper sofa riped, Dining table has large scratches...just some of the things that were damaged. Also have a box a LP's not ours and we are missing a box of expense Limoges dishes we recieved as a wedding present. Nicole of East Stroudsburg, PA August 20, 2006
The movers were 2 days late to pick up my mothers stuff, When they got there they had a 12 or 13 year old boy with them. The two men who were moving the stuff were disrespectful, my mother had just bought a dell flat screen tv, it was packed in a box that said this side up with arrows the man put the box the wrong way, so my mother said something to him and he gave her attitude got the other guy to help him carry it the way it was suposed to be and as soon as they thought we couldnt see them anymore the guy carried it the wrong way again. They didnt wrap any of the morrors, pictures or mattresses that they promised they would. The two men were fighting with each other and screming through out the whole house.
When my mothers things finally reached her there were rips in her couches the cushions were black from dirt, antiques were broken, pictures, mirrors were broken. Her dining room set was dented, dishes were broken and many more things were destroyed. My fathers, who passed away 11 years ago, things were messed up. When they unloaded my brothes guitar the man said oh wait we have to get our pick out of that case so they were playing my brothers guitar. And to top it all of They went through my 13 year old sisters underwear. I have to say that this is the worst moving company my family has ever delt with. Janice of Riverside, CA July 21, 2006
Bekins: Legacy Worldwide Moving and Storage has failed to honor their contract. Clarence was our moving consultant. He gaves us a grand total estimate online of 2,690.00. I called him the next day and I asked him was this a binding estimate. He stated that it is a binding contract estimate. Another problem that I encountered is he failed to provide the right moving dates. He had me moving in July instead of August. He had to change the paperwork again. He waited 3 weeks before my moving date to send the contract to me. I notified him everyday to send the paperwork. He was prolonging it out, thinking that no other moving company will move me because time was at the essence.
When he finally decided to send the contract it was a different estimate of a total of 3910.00. I called him to discuss this with him and he insinuated that the grand total that was online did not mean 2,690.00. On the first contract it states all the charges is 2690. He also said their was something wrong with my computer. I have never been so humiliated in my life. While talking to him on the phone again he said the estimate was suppose to be 3587.00, not 3910. This is the third estimate that he gave us. His ability to add and come up with a right single estimate is ridicoulous.
James of Williamsburg, VA July 7, 2006
We moved from Issaquah WA to Williamsburg VA and had ITS Global book our move with Bekins as we'd had good dealings with them previously. Our things were picked up on time, but not delivered when promised, per our driver, Sidney Hassell, he had to pick up a order that was not planned. When he arrived three days late, he was in a hurry and had hired his nephew to help him unload. There were two pieces of antique furniture that had broken legs that we noted right away, he told us to get a claim form and send it in with the number of the item.
After unpacking and finding a few more problems we did as instructed and called ITS Global to send us the forms which they did. I submitted the form three months later as we had to return to WA state due to illness in the family. I sent the form in three months to the date of the delivery, and to my surprised received a letter back stating we were past the nine months to file a claim. I decided that Bekins customer service could not count, since 12/03/05 to 3/04/06 was not nine months. My husband then called and was told another story, that we had to report it to the agent and that the driver had to sign off -- how could this be when he wouldn't stay around long enough to let us even look over things.
Since then my husband has tried repeatedly to get in contact with someone and has yet to receive a call back. Another agent did tell him to write another letter which we have, but to no avail, we like others have not received any calls back, nor any adjustments, we have taken this to ITS Global and they have had problems contacting them also.
Items broken needing repair Justine & Thomas Pfund of Coral Springs, FL June 13, 2006
This sales rep said my estimate was the final amount.The next thing I know is I have to pay 425 to 3rd party packers on site which wasn't in the final estimate, then they come and don't pack the one main item.Next, they dismantle a whole entire bed set which is supposed to be put back togrther upon final destination and we have nothing but a pile of wood to sleep on.Of course, if i want my stuff put together like coffee tables. china cabinets,etc, etc, I have to pay more . Not to mention the brochure states that the put beds together free of charge and anthing they take apart.I fed the pizzas and tipped hoping to not find all this out in the very sad end. Even more sad to find so much destuction and still no claim form.
Gayle of Big Bear City, CA April 4, 2006
We ordered a mattress and box spring from Overstock.com in January '06. Delivery was to be in 5-6 weeks. Bekins set up a delivery date, and cancelled due to a truck that broke down. They said they would call to reschedule and in 3 days, I didn't hear from them to set up the new time. I called Overstock to complain and Bekins called to set up a time two more weeks later.
We were due for vacation then (which I told them when I talked to them the first time). They set up another delivery and it snowed, so they couldn't deliver. They set up a time for MOn. April 3rd. They called and said delivery would be here, and never showed, never called, and now we can't get anyone who knows abything about the mattress, the delivery, etc. Calling OVerstock has netted nothing. They said it was our problem. I am cancelling the order and never ordering anything from Overstock again, or referring anyone to Bekins again.
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