Bekins Kelowna

Hi Lorien

In response to this review, and in addition to other reviews you have posted on other sites, we advise that the best method to discuss outstanding moving and storage costs is to contact us directly. We have been attempting to communicate and resolve your outstanding amounts with you however to date you have for the most part been ignoring our communications and attempts to resolve your outstanding balance owing.

As was advised prior to services being provided to you the only way to determine exactly what you had in your self storage unit and to enable us to give you a more reflective International quote to Australia, was to pick up your items, have them scaled and prepared for shipping, and stored at our warehouse until you were in a position to ship. We did estimate the weight of your goods, that where in your storage unit, based on the information and pictures that you provided us. This is industry common practice when goods are coming out of self storage units. This was all documented in the quote, estimate, documents, and emails that were sent to you prior to the services being provided to you. You agreed and signed acknowledging all of these points.

It is never expected that the customer should know the weight or the volume of their goods, that is why an approved scale is used to determine actual weight.

You were given a written quote outlining the service to be provided and how charges were to be calculated. This was acknowledged, agreed to, and signed by yourself prior to any services being provided to. At no point did you advise you would not be able to pay for any of the said services you had requested.

You also provided the non-refundable $500 deposit to secure those services. That deposit has been deducted from the moving charges accordingly.

It is worthy to note as well that you provided a credit card and agreed to pay for the moving charges, after they had been completed, and this method of payment declined when we attempted to process the charges related to the picking up of your goods. When your method of payment declined you advised you would contact your bank and have it resolved in the country where you reside. That did not happen and you decided then that you then wanted to remove your goods and pay the charges later and have Bekins trust that you would in fact pay the charges incurred. Bekins has yet to receive any payment towards your outstanding moving charges besides the original $500 deposit plus a $300 payment for a total of around $800.

Ultimately you have refused to pay the outstanding moving charges, refused to pay the storage charges, and the storage charges continue to accrue without any indication from you as to how and when you plan to pay for the charges that you have incurred due to the services you have requested from Bekins.

It is recommended that you to contact us directly to discuss and make arrangements to pay your outstanding invoice so that you can remove your goods from our warehouse.

When your account has been cleared Bekins Kelowna will be happy to have you assign someone of your choosing to pick up your contents.

We look forward to hearing from you.

Thank You

Bekins Management ..read more

Bekins completed a zoom survey with Colleen Murray. At the time of survey Colleen showed Bekins all the items she would like to have moved. She advised Bekins that she would do all the packing of her contents into boxes. When the survey was completed Bekins sent an inventory of all the items that Colleen had shown them and asked Colleen to confirm the listed items. Colleen confirmed, initialed, and signed those listings. That inventory was used to calculate the estimated weight of Colleen’ goods and in turn Bekins provided Colleen with a quote based on that weight and based on the services that Colleen had asked for. The original quote was estimated at $8072.99. Colleen was advised throughout the entire move process that the final charges would be based on the final actual scaled weight, services requested, and final services provided. Colleen agreed to this and signed/initialed all the documents that stated exactly that. Colleen was advised of her final charges on July 30, 2020. Colleen was advised, it was documented, and Colleen signed to it that the final charges would be collected when the final bill was calculated. Bekins moved 197 more items than what Bekins had originally quoted/estimated and that has been clearly documented throughout the entire move process. Bekins provided additional packing services at the request of Colleen on her load date. The crew loading had to arrange to have packing materials brought out to them so that they could complete said services that Colleen had asked for and they did exactly that. Bekins was not given a destination delivery address until September 8, 2020 and there was no delivery address on the quote. Colleen’s goods stayed in the equipment they were originally loaded into and were never taken out of that equipment until they were unloaded at destination. Colleen made no attempt to communicate with Bekins to file a claim, advise Bekins that there were possibly damages, and/or express her concerns with the apparent delivery issues. Only after she filed a BBB complaint on November 30, 2020 did Bekins become aware of her potential claim and delivery issues as Colleen did not communicate any of this to Bekins prior to her BBB compliant. As soon as Bekins became aware of Colleens complaint Bekins phoned her on November 30, 2020 and advised Colleen how she could and would need to file a claim. Colleen is also in possession of the move paperwork as the crew accidently left it at her house on the delivery date. Bekins has attempted to retrieve the paperwork but Colleen has refused to return it. The difference from the original quote to the final charges was due to the increased weight, added packing services, and the long carry/access challenges at loading. Colleen asked Bekins to provide all of these additional services and Bekins did exactly that. All of this was clearly discussed, documented, and signed by/with Colleen throughout the entire move process. It should also be mentioned that Colleen was offered and given free storage for her move in the amount of $4388.00. She was also not charged for the long carry at destination for the amount of $450.00 for a total of $4838 in savings. From the very first moment Colleen Murray reached out to Bekins, Bekins has been completely transparent, documented, and educated/explained the entire move process to her. Bekins fully agrees that moving can be stressful and we have and continue to do everything we can to help our customers have an easy and stress-free relocation. There are endless amounts of extremal stress’s that Bekins has no control of that impact each of our customers moving experiences and needs, especially in this current pandemic climate. It is unfortunate when Bekins is blamed for those external stresses that are out of our control. Bekins has and will continue to do its best to help out or customers when they are experiencing and going through such challenges. ..read more

Hi Maggie,
Thank you for taking the time to submit a review and share your experience. We will pass your kind words on to all the team. Thank you, much appreciated