ProRelo Interstate-Agent for Bekins Van Lines Inc

We hired ProRelo to move us from Santa Fe, NM to Las Cruces, NM. They moved us in June of 2022. There were several items damaged and sever things missing. We filed a claim in December of 2022 and they still have not settled. In fact, they will not even answer emails or telephone calls. I would give less than one star if I could. So don't uses this company regardless of the "good" reviews. We did and we are sorry now.

DO NOT EVER USE ABQ PRORELO for your moving or storage needs. We hired ABQ ProRelo to remove our household items and furniture from our ABQ house on June 12. Those items were placed in storage at ABQ ProRelo's facility in ABQ and stayed there until after we closed on our house in TX (so our items were in storage for 3 months). Our furniture and boxes were delivered to TX damaged and broken. It truly appeared that all our boxes had been drop kicked all the way from ABQ. They shattered the dual pedestal base on a solid oak table. That table appeared to have been stored upside down and there were footprints on the underneath side where they walked on the table. They broke the curved glass in an antique curio cabinet (a family piece). Our washer and dryer were damaged to the extent they will have to be replaced. Many, many other things were broken or damaged. I immediately called ABQ ProRelo (in fact, I called and emailed multiple times). At no point did anyone from ABQ ProRelo return any of my calls. The sole email response I received said they would call, but of course they did not. We were double billed for our first month of storage and we were billed for another month of storage after our furniture had been delivered. The front office person at ABQ ProRelo who answers the phone is literally the most unprofessional person I have ever dealt with in any setting. We paid over $7,500 for moving and storage services. Save yourselves from any of this and just NEVER USE ABQ PRORELO for anything.

Had a talk credenza moved from one house to another. The gentleman were professional and very polite.

ReLo Pro advertises itself as a Bekins moving company. I don't know about that, but I wouldn't wish this company on my worst enemy. I signed a contract with them one month before my move. Plenty of time for them to schedule my move, according to Max, their salesman. He kept referring to his company as Bekins Moving and Storage. They use the logo, but they are not a nationwide moving company. Max said they had third party goods insurance. In fact they now say that they are self insured. Max said they would show up with a three man packing crew and have me packed and off site in a day. I emphasized how important this was to me that they perform as promised. The crew was scheduled to show up at 8 am. No one at ReLo Pro could explain where their crew was, with several excuses offered; traffic, weather (it was a beautiful day), vehicle trouble. The 3-man crew finally showed up at 2:30 pm, with everyone except Max, who quit answering the phone, committing to the crew staying until the work was completed that day. In particular someone named Cris emphasized this commitment. Despite repeated reassurances, the crew worked until 7 pm and left. Cris then promised an unspecified discount for the inconvenience. I emphasized to Cris that it was much more important that the crew complete the task that day, but Cris and ReLo Pro disregarded their commitments and my request. Another 3-man crew showed up at 8 am the next day, and worked until the job was finished at 5 pm. ReLo Pro disrupted two other companies schedules because of their lack of compliance with their commitments to me. And then, despite salesman Max's statements and contractual obligations, ReLo Pro refuses to deliver my goods until they receive payment, the only assurance I have against additional unprofessional performance. This is what Max claimed other moving companies do, and warned me against other companies for that reason. But this is ReLo Pro's practice, this is what they are doing. I would use Three Men and a Truck, or casual labor and UHaul, before I would use this outfit again.

great-The reviews are all over the map for this company but our experience was flawless. Denise was wonderful to work with-responsive and professional. We have a lot of valuable furniture and artwork and it was all well protected. Ivan was our "main man" and he was great. I was anxious about using a company I knew little about, but they were reassuring and were even able to move up the moving date 2 weeks for us. I totally trust this company and I'm not one to quickly trust people. Just good people who want to do quality work.

B+. In home estimate went smoothly, and we were happy with our quote. Move out day was a little rocky, as they were short staffed and needed to push back the arrival window. That's not a problem, except they did not apprise me of the change until I called after they had missed the first hour of the window. It was an inconvenience because I had left work, but when the packers and movers did arrive they completed the job quickly and professionally. My stuff was in storage for a month or so, and when I communicated with ProRelo to set up a delivery date at the new home they were able to easily accommodate my request. The cross-country driver was fantastic, and actually ended up arriving a day earlier than I had been expecting. The local movers and the driver were equally efficient and professional. It made our move in much less stressful. We give a B+ because of the tardiness issue on move-out day and because 2 items were lost in the transit.

I thought at first that the estimate went OK, but it turned out not to be accurate. They weren't available on the day we wanted, so we had to wait a few extra days. That wasn't too big of a deal. The day we moved they were scheduled for 10:00am. I called them at 9:30 to make sure they were going to be there at 10. The girl who answered the phone said yes. At 10:30 a guy called me and apologized that they weren't there yet, and said that he had been trying to call me for the past half hour, but that he apparently had been given the wrong number and they couldn't leave until he made sure someone was going to be home and that they would be leaving then. It takes 30 minutes to get to our house from town. They showed up at 12:00. They only sent 2 guys. They should have sent 3. Our house is 1700 square feet, plus a full 10x12 shed, plus a 10x20 storage unit about a mile away. The estimator said because our driveway was long and narrow they had to send a smaller truck, but that all of our stuff would fit. Not even close. The 2 guys they sent out were polite and professional and worked extremely hard in the heat. They did the best they could given the circumstances, so I give them an "A" for effort. The estimator was woefully inadequate. I specifically asked if they had moved a "sleep number" bed, because it's different than moving a regular bed. He said "sure, they do it all the time". The 2 guys that they sent had never seen one, and didn't know how to move one. Long story short, it wasn't pretty, but our bed still functioned properly in the end. The house was already packed. All they had to do was load it. It took a very long time because they only sent 2 guys. Then, not everything fit into the truck. They actually loaded the washer and dryer into the back of our pickup truck, and they left the TV stand because it had glass shelves and they had run out of furniture pads. They got nothing out of the shed, and nothing out of the storage unit. By the time they were getting the last of the boxes unloaded into the new house they were so tired they weren't even looking at the labels on the boxes, they just put everything in the living room. We are not happy with this company and will never use their services again.

Horribly! Several pieces broken when furniture was delivered, but worse was damage to 2white Pottery Barn sofas delivered with a grey, greasy dirt all around the bottoms of both, even tho Bekins "stretch wrapped protection" "makes sure your cherished possessions are delivered in the same condition as when you left". Not True!!! Getting an answer from the owners, Max and Brad, took 7 weeks with me calling 2-3 times weekly and then daily! Their answer? Bekins will not clean or replace your damaged sofas!!! I am devastated by their stand to do nothing!

Estimate, June: After submitting an internet request for a quote, they promptly called to set up an in-home estimate. Max arrived when he said he would, was extremely pleasant, and his estimate around the quantity of items we have along with the cost was on par with another company whose services were quoted the following day. He was pleasant to work with. We were contemplating two months of storage and he quoted those months, explaining it would be prorated if we decided to use less. He also said that all pantry items could be moved. A few days after his quote, we decided not ship our car with Bekins. I called him to notify him around this change, and he answered the phone and noted the change. Scheduling the move-out date: Max handled scheduling the packing and move-out dates during the aforementioned call. Easy. Scheduling Delivery: Soon after our estimate, we decided to not to try and house hunt in OH (thus not needing that two months storage), but to get a rental. I immediately called the office to schedule delivery in mid-June. Cris answered his phone and I let him know that our walk-through at this new place would be July 7th, and that we would be ready for delivery on July 8th. He said that he could get in then or soon therafter. I understand that moving dates can be fluid, especially during the busy season, so I interpreted "soon thereafter" as being a couple of days, because, we would I think anything else? Packing day, June 29th: Two movers promptly showed up on the morning of packing day, and packed us up. They took their time, but weren't super slow. They also seemed to take care to mark the boxes with specific room locations and items that were placed in the box. They said they would see us in the morning. Move Out Day, June 30th: We sat in the house until 9:30, waiting for them to arrive. I called the office and was forwarded to Cris, who is in charge of the schedule, who didn't answer and his voicemail was full. I called back, and a pleasant woman said that Cris had stepped out of his office, put me on hold, and then said that the driver had left, and, since I was in Albuquerque, that he would be arriving in a few minutes. At 10:15, I called back. I was again forwarded to Cris's line, and heard only dead silence. I called back and was told this time (by a woman who talked to Cris personally) that the crew had to unload a crate in the morning, and that they would arrive at 11am. At 11am, the driver called and explained that he was at another home in our neighborhood, and that he would be at our house at 12:45. At 12:45, he called, and let us know that they were going to lunch, and would be there after. It sounds like Cris, who is in charge of the scheduling, booked a crew for two houses on the same day, and none of the office staff were willing to explain that to us in advance, leaving it to the driver while we sat there waiting until 1pm. Perhaps booking two houses on one day is standard, but not it the customer is told that the crew will arrive in the morning when in fact they aren't scheduled until the afternoon. As the pack went on, the movers estimated that it wouldn't go past 5:30 at the latest. We shared this information with the cleaning service (they called at 8:30 for an estimated completion time and were surprised that the movers weren't yet there). The move went on until nearly 7pm. The cleaner was there while the movers were finishing. And the movers were clearly EXHAUSTED and frustrated that it took so long. They also used pads for the furniture instead of the plastic wrap that was advertised (maybe the wrap at the storage facility?). It seems as if the administrative scheduling processes are not up to standard, and they leave it to the movers to deal with communicating the reality of the moving times to the customers, which is unfair to their crew. Given that we planned on our house being packed in the morning (we don't have much stuff, according to the estimate and the packers), but weren't scheduled until the afternoon unbeknownst to us, it cost us an extra day in Albuquerque. July 5th from a hotel in OH: I emailed Alicia, who has been very prompt in her responses and is Max's assistant in dealing with customers, yesterday, confirming our delivery for this Saturday. Again, thinking at most, it might be a couple of days delayed. Alicia, Max, and Cris were on the email. Alicia quickly replied, answering questions I had on behalf of Cris. She said that Cris would be in touch regarding the delivery dates. July 6th: We received a call from Tyler at Bekins Corporate Headquarters saying that our delivery dates are not scheduled until July 21st through the 24th. TWO WEEKS FROM NOW. AS WE SIT IN OHIO EXPECTING DELIVERY 48HRS FROM NOW. I understand that summer is the busy time. I understand that our exact date might not be available. But I absolutely expect to be informed of that circumstance. I do not understand the lack of proactive administrative communication on the part of Pro Relo. Had I not inquired, we would be sitting at the house come this Saturday, expecting a delivery that wasn't scheduled to come for over two weeks. I am also disappointed that the local office, who is responsible for scheduling the delivery, left it to corporate to call us. I have sent an email to Cris (Max, Alicia, and Brad were copied as they were put on an initial email sent to us regarding our packing date that we received one week prior) asking Cris to call us personally, and I hope he does. Corporate's Call around the delivery date: Their bottom line was sorry, this is our busy time, there is nothing we can do. Delivery: I will update this review upon delivery as that part of the service has not yet been complete. If that process goes well, I have no qualms about saying so. Update: I just realized that I did not update this review upon delivery of our items. First, the remainder of the bill due was charged to the account BEFORE the delivery of items. We did not expect that charge until after delivery and it put us slightly over our limit, frustrating in a new state. Secondly, we only received 2/3 of our items. A dryer but no washer, chairs, but no table., a couch with no cushions (which is odd because the whole couch was to be wrapped in plastic while in storage). It took a few days for the warehouse to locate the remaining crate which was shipped upon discovery. I did appreciate that there was a room on another midwest shipment to expedite the arrival of the first shipment as noted in Bekin's response. In the subsequent communications with the company I did stress that I understand that moving schedules and the like are challenging to coordinate, especially during a busy time. I just would have appreciated a communication style that reflected the ambiguity of the process and timeline (like their above response which ), but in real time it things were promised and not delivered (which is frustrating).

Arrived on schedule and carefully moved & wrapped furniture

The movers were great. Very professional and did a great job. The trouble was with the estimate and the amount of time it actually took to complete the job. It took the move 2 times as long as it should have. It was originally estimated as a total of 4 +/- hours to load and unload. The total time to finish was about 10 hours. Since they are paid by the hour it more than double the cost that I was anticipating. I tried to talk with the estimator about it and he would never call me back. I was able to talk with the scheduler but there was no resolution to this issue. I had chose to use Bekin for moving because they had done a great job for me in the past. This was probably the last time I would use this company.

The worst moving experience I have ever had. #1. They were 2 1/2 hours late from their promised arrival. They didn't call until they were about 10 min out. I was told it would take most of the morning - it was actually over 8 hours. #2. They were so slow that they had to send a second truck and another team to complete the move. #3. They made me pay before they would empty the truck at the new house, so I had no leverage since they held my stuff "hostage" but when they moved the sofa in - they broke the electronic easy chairs - The sofa was brand new and I paid over $10,000 for it. They told me they didn't cover electronic items, and that since I didn't "see them drop it" I couldn't claim it. The owner refused to call me back or return my emails. AND when I asked them to show me the paperwork where they had written that this particular thing wasn't covered by the insurance they told me they provided - they refused to answer my emails and calls. It will cost me hundreds of dollars to repair what they damaged and they don't care. They claim they have A+ customer service - all I can say is don't use them, they can't be trusted to honor their word. You have 0 recourse as they will not even talk to you. I have never been treated like this before.

Great. The guys texted me before arrival and was delivered with in time frame they gave me.

The packing was on time as well as the delivery. Upon arrival in Pagosa Springs the driver and help became concerned that it was going to snow that evening. They did not cover the carpet an tracked in dirt. The flat screen TV was not packed properly and the display panel was broken on both sides. This was verified by the TV repair inspector they sent. When we filed the claim for the TV on the insurance that Bekins sold us they changed the diagnosis from their repair person and denied the claim. This was an expensive Sony Flat screen TV. Obviously Bekin's has now decided to lie and cheat so they do not have to pay claims.

Great. Bryan and Charles were personable, professional, helped me unpack the item to make sure everything arrived intact.

Almost perfect. We learned that when the packing was done for us, we needed to pay better attention as to what was put in what box. We played the "seek and find" game for a week until all the boxes got unpacked!

Fine, friendly, on time (earlier than they expected originally), quick delivery.

Very well. Individuals were very nice and professional.

Prompt, professional and pleasant. Explained how to file claim for damaged chair.

Received call 15 minutes prior, team quickly unpacked, moved and assembled furniture in home. Fast and courteous.

Delivery of chair scheduled earlier but deadline passed. Not a big deal as couch arrived. Delivery of both scheduled and handled perfectly.

I thought some of my furniture was treated roughly.

Delivery persons called ahead, asked for location, assembled furniture with great care and asked for my questions, service was courteous and professional. Could not have been better.

They were great & $45 to have our old bed removed was well worth the price.

A bit of a disagreement over whole great delivery.