Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bekins emailed me to get me to approve a video walk through of my house to arrive at a quote for the move. We did the walk through and they presented me with an estimate of $6,946.22. They charged my account $8,345.75 I have tried to speak to 5 different people at Bekins and they either say they will call me back or they are unavailable to speak to me. One person finally called me back and said the $6,946.22 was simply an estimate. However; at the time I was being contacted about doing the walk through an employee who was in charge of my move emailed me to get approval for the walk through. He stated that the walk through was important because it would enable them to give me a GUARANTEED PRICE for the move.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I hired this moving company to transport my belongings from ** to my new home in **. Prior to the move, a specialist came to my house to assess all the things I was transporting and provide me with an estimate of moving costs. I agreed to the quote of $4,392.58 and signed a contract online.My belongings were picked up on 3/27 and en route to their new destination. But three days into the trip, I received a notification that I owe the company an additional $1,700 because the actual weight of my goods came in higher than the original assessment. I can understand a minor discrepancy, but this is inordinately large amount. What's the whole point of a pre-move consultation? The company refuses to negotiate the new price and now they have my stuff. This smacks of mild extortion. In trying to escalate the matter, I was told I'd receive a call from a manager -- but never did. The company is trying to imply I added more items to the shipment, but if anything there are FEWER items because I discarded or gave away a portion of what I showed them.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Broken items, missing items, Delayed Delivery, Terrible customer service!

• Initial Complaint

  08/11/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  When I signed documents for a move with Bekins, I checked the box saying I wanted to be present when my stuff was weighed. I asked the movers, when they arrived, when that would happen and if I needed to follow them back to ******. They said Bekins would call me. They never did, except to say that my stuff had ALREADY been weighed, without my knowledge, and presented me with an amount I was supposed to pay. They never gave me any documentation supporting the weight given, and again, I checked the box saying that legally I had the right and desire to be present for the weighing. It was illegal to do it otherwise.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The company moved us in early May. They charged us the not-to-exceed amount on the estimate within a few days after the move was completed in two transactions. That was fine. But then, on May 19, they charged us another $1,054, for reasons which were never explained or communicated. They ignored repeated inquiries about this unwarranted charge made via the debit card we had on file with them.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently had a move with this company and its been TERRIBLE. The crews had a great attitude and the receiving crew was great and handled everything with care. But the pack up crew that disassembled ALL of my furniture lost most screws for most pieces of furniture. I asked for my $200 dog house to be treated with extra care as it was fragile and I didnt even receive part of the dog house and the parts I received were broken. The parts box only has screws for desks and arent labeled correctly. We have to try every s**** to every furniture to see which fits. The ones that are in the box are still missing some. In other words there isnt a single complete set of screws. Im missing screws for TVs, monitors, etc. High value items that I now have to purchase additional specific screws in order to use them. Im addition one of my TVs and computer monitor was placed in a box along with random items with barely any paper wrapped around it. I also had 4 white drawers that seemed to have been thrown around and items stacked on top. Items stacked on top were so heavy that theyre now bent and almost collapsing. There is easily a minimum of $1,000 and counting of damage. I am extremely dissatisfied with your services. Ive done plenty of moves myself and Ive never seen so much damage caused to my items. The only thing that was good was the customer service but thats about it. Ill be filling a complaint with DoD as well because it amazes me how none of my items were handled with care, at all. Some boxes were even heavily bent. Ive attached pictures of SOME items along with a picture of the dog house and the portion I received of the dog house

  Business response

  06/07/2023

  We understand your frustration given your experience, we sent you the following information in an email as well.  ******************* is the ********************** Provider.  Please contact them at ************ for assistance in getting your issues resolved and filing a claim.  Our company is Bekins Moving Solutions, ****  Our *********, ** agency provided carton packing service only.  *************** actually loaded and hauled your shipment.

  Customer response

  06/07/2023

   
  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.
  
  Sincerely,
  
  ******************* *****

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired Bekins (********, ** branch) to move all of our belongings on November 4, 2022. We had many options but we chose Bekins because we wanted to use professional movers who could be trusted. On moving day, six men representing Bekins showed up at our house and efficiently began packing and loading all our things onto their trucks. Once they arrived at the new house they began unloading the boxes and furniture, including a jewelry stand that had been wrapped in a moving blanket. The guy who brought the jewelry stand upstairs unwrapped it in front of me and I opened the hinged lid to see that all of my jewelry was there. I was a little apprehensive about having the jewelry stand out in the open, but I thought this is Bekins, we paid a lot of money for them to move us and theyre professionals. These guys arent going to steal anything. Even so, I opened up the hinged top of the jewelry stand three different times as they were moving things upstairs to make sure all of my jewelry was still there, and each time it was. I had to go back to the old house at one point to meet two of the movers to pick up additional items. By the time I returned to the new house all six of the movers were gone. I started to unpack the boxes in the room where the jewelry stand was placed and my gut told me to look again in my jewelry stand. I was shocked to see that at least six rings were missing, including a diamond ring I had made 25 years ago, which is irreplaceable. I am so upset and angry that a respected company like Bekins would hire people who are thieves and cant be trusted. We have filed a police report and called the local Bekins office, but five days later we have still not heard from anyone from Bekins telling us how theyre going to resolve this, much less to apologize for what has happened.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Used company via Military move to put my HHG in storage. It was converted to Member's expense. Had to call around to different folks to find my goods. Notice mailed to command on my orders vs. pickup address on file. The notice was returned to them according to *********************** out a paper CC auth form to pay storage cost and scanned to ************** on 14Jan22. After paying in full, ****** on 14Jan22. I was required to re-inventory my HHG at the warehouse to qualify for insurance coverage according to ***** S email 14Jan22. Emailed again 31Jan22 no response so called several times to get a date. Another chance to damage my stuff. Access to inventory was $90 per hour, min. of 2 hours, paid $180. After inventory they were suppose to provide insurance documents, *****'s S email, none were provided so I asked for any documentation from the warehouse, which I received from ************ on 7Feb22. I paid close to the same amount for insurance as storage costs. I specifically asked for full coverage because they had to move my items so many times. Called Rachael * to say I wanted full coverage and she charge my cards on 11Mar22 $307, 14Mar22 259.31.*ent to release my HHG (10Mar22), Bekins told housing I owed over 1K before they would release it. They charged me the govt rate not military rate and sent the wrong contract. Spoke to ****** , who spoke w/the president who said he'd honor the price if I got my HHG delivered before the end of month (MAR).After calling around, I filed a claim for 4 damaged items/missing furniture feet. Once I filled out the form, provided receipts, photos, and website links, I was asked a question. Before I could answer I received notice I'd be getting 60 cents per pound because I didn't do my inventory in time. The weight was too low for my items, 25lbs for chair, cut taking the plastic off, 90lbs/80lbs for sectional pieces, and 100lbs for bar cabinet. Paid for full coverage, want my items repaired/replaced. Honor your emails.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I am writing to file a formal complaint against the Tucson, Arizona Bekins moving company branch. They have been saying they will be delivering my furniture for past 3 weeks and have not. They have confirmed several times and just ghost me every time. The assistant manager 'Keisha' has lied to me directly stating the movers were on the way when in fact they have not. They have cost my household lost wages and this behavior is completely unacceptable.

  Business response

  08/08/2022

  Business Response /* (1000, 11, 2022/07/25) */ Contact Name and Title: Scott, Manager Contact Email: *******@bekinsms.com Shipment was delivered.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bekins was contracted for an active duty military move through Tier One Solutions. I have completed 4 military moves to this point and have NEVER had this many issues with a moving company. My household goods arrived in Tucson on 5/13 at which time I requested a delivery date of 5/22. The person coordinating the move through Tier One was unable to get ahold of Bekins despite daily phone calls. On 5/19 we were finally able to get ahold of Bekins and were told the earliest delivery was 6/4. I was told on 6/3 that the movers would arrive between 9:00 and 11:00. They arrived around 12:30. I put multiple calls into Bekins to find the status of the movers, but got no answer so had to waste half the day waiting. Upon delivery, the movers did not do an inventory with me so I could make sure all of my items were delivered. I noticed that my $6000 leather sofa was not in the shipment. The movers called the warehouse and they were unable to locate the sofa. Starting 6/6, I began calling Bekins to find out where my sofa was. I put in at least 3 calls before I got ahold of someone in operations and was told they were trying to locate the sofa, but were busy going through shipments that had arrived over the weekend and I should expect a call back the next day. I never got a call. After calling 3-4 times daily, I was told on 6/10 that they had located my sofa and it would be delivered on 6/11. It was not delivered. I am now being told that the sofa will be delivered on 6/18, a full 4 weeks after my requested delivery and 2 weeks after the delivery of the rest of my household goods. In all of the calls and messages I've left, I've never once gotten a call returned (even when the company missed the rescheduled delivery of my missing sofa).

  Business response

  07/25/2022

  Business Response /* (1000, 17, 2022/07/25) */ The shipment was delivered.

*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. ↩