ProRelo Interstate-Agent for Bekins Van Lines Inc

Came within the expected time and was very quick and cautious.

Very well-movers very polite and friendly.

They were very helpful delivering my vanity and went beyond their duties bringing into desired room.

Called to say they would arrive 30-45 min. They introduced themselves very polite and careful. Washed hands before bringing in white sofa. They were great! Paul & Arthur.

Wonderful, estimator did a good job accurately assessing move and pricing and move crew was wonderful. They actually worked very late the first day until they realized the move was scheduled over two days so finished the few remaining items the following day. Would certainly hire them again for another intra-Albuquerque move.

It was a nightmare with our salesperson which originally I was impressed, however few days before our move some of the items he promises could not be done and we were scrambling about delivery date. The packers at our home in Albuquerque were good, the driver was fine when he picked up our move however on the day of delivery he was not the most customer service person.

Horrible. The disaster happened with storage. They lost multiple boxes, damaged my Bose sound system and ruined the canopy on an outdoor swing. I filed a claim twice, emailed to Alicia and Chris, two weeks ago and have not been even given the courtesy to contact me back. I called this morning, September 2, 2016 and have been on hold for over 1/2 hour. They were the most expensive out of the three moving companies I interviewed but from reviews I thought they would be worth it. Unfortunately I was wrong. I do plan on contacting DOT and filing a complaint. Do not use them

Once shipping has arranged. Company contracted me to schedule delivery and called 20 min before arrival within time frame. Excellent.

Both gentlemen were very polite. Called when they were manners late what I appreciated! Very quick once they arrived.

ProRelo blew two pickup deadlines on day number one. Day two, they blew two more pickup deadlines. The only reason they got it done was the mounting pressure from STI. Thankfully I wasn't in this on my own. Had STI not stepped in on my behalf, nothing would ever have gotten done. By step in, I mean the president of STI got involved. Pretty bad when the president of a national company has to intervene when their contracted agent is screwing up so badly that STI's customer service department couldn't even get ProRelo to do it right. The shipment was booked about 10 days in advance for Tuesday 6/21. Monday, 6/20, Betty from ProRelo calls me to release the motorcycle for pickup. The dealership is closed on Monday, so she couldn't call them. Nobody from STI told me ProRelo was the local agent. I asked Betty who ProRelo was. She was evasive, wouldn't explain their operation and told me they were part of Bekins moving. "Bekins I asked?" Kinda funny as their automated phone system announces they're part of Graebel Van Lines. Betty stumbles and can't figure out how to answer. This is making me very nervous. I ask what their relationship is to Federal Motorcycle Transport. Betty doesn't know who that is. I explain Federal is a subsidiary of CRST STI. That she recognizes, but still can't explain ProRelo's relationship with Federal or STI. Since the pickup had to occur during the dealership's business hours, I double checked that STI had forwarded to ProRelo all the correct contact info and hours. Betty confirmed it was all in their system under my order. She told me the pickup window was 6/22 between 11am and 3pm. I asked her to make sure the driver contacts the dealership in the morning. She told me the driver would call the dealership at 10am. After talking to Betty, I call STI and inquire about ProRelo. I did some web research and ProRelo has an extensive list of online complaints. STI explains that's their Agent for NM, so I'm stuck with them. On 6/22 I wait 'till 11am and call the dealership. Nobody from ProRelo has called them. I call Betty at ProRelo and she says that's the driver's fault and "There's nothing I can do." As the dispatcher, that's a pretty irresponsible attitude to take with a customer when your driver is failing to follow procedure. I got of the phone with Betty and called STI to express my concerns over ProRelo. STI said they would handle it. Later that day, at 3:00 (the end of the pickup window) I call the dealership. The driver was a no show. No phone call, no nothing. I call Betty. She says the best she can do is email the driver. Really? In this age of mobile communications, she has no way to CALL the driver? An hour past the scheduled pickup window I get a call from the driver asking if it's OK if he picks up at 7:00pm. I ask him how he thinks he's going to do that when the dealership closes at 6:00pm. He says he was unaware. I let him know that I know that Betty says the info is right on his schedule, not to mention Betty sent him an email providing a second source of instructions. He admits to lying, admits he has the email. We set a new pickup time for 5:30. The driver says he'll call as soon as he arrives at the dealer. 5:37 and no call, so I call the driver. He's an hour away. He asks if I can hang around 'till 7:00 for him to make the pickup. I'm baffled. I remind him we already discussed this an hour and a half ago. He keeps trying to get this idea to play. I remind him I'm 1400 mi away in Washington and the dealership closes at 6:00. He responds with, "I'm 45 minutes to and hour away. Phew, that's gonna be close!" Dumbfounded I point out that's not close, that's a fail. He'll miss the dealership closing by an hour. I ask what happened to him being there at 5:30. No answer. He just sits there in silence. Eventually the driver tells me ProRelo double-booked him and he had no choice. His stops were 75mi apart. Somebody wasn't going to get picked up, and the driver decided it was me. It was still only 5:45, and ProRelo was supposed to be open 'till 10pm. They wouldn't answer their phone. I called several times. I left emails for everybody, including people all over STI and for Brad at ProRelo. I also submitted comments on the ProRelo website. I called back in the morning. Betty launches into a tirade telling me it's not their problem. She says the driver broke down. I inform her she should discuss it with her driver in advance the next time she decides to lie to a customer, as I talked to the driver myself and he wasn't broken down. She continues to argue, but finally realizes I've got her on this one. So she changes her story. Now she claims another driver broke down. When I tell Betty I don't need her stories, I just want the schedule for the day, she refuses. I ask to talk to somebody else and she refuses. I point out to Betty that even had a driver broken down, the motorcycle was only 0.9 mi from their warehouse. Any other driver easily could have gone and picked it up. They just blew it. There was no excuse. I again ask for the schedule and Betty hangs up on me. What Betty doesn't know is that her other driver called that morning, me 3 hours prior. It was a mistake, he was supposed to be calling the dealership. While I appreciate that he was attempting to communicate, something Betty and Brad seemingly couldn't do, he was calling 2+ hours before the dealership opened. Wasn't gonna work. After dealing with Betty's outburst on the phone, after which she hung up on me, l contacted STI again. They escalated all the way up to their president, Jeff Bogdan. Jeff personally addressed the issues in a phone call with me and promised to get this issue cleared up with ProRelo. After STI got done straightening ProRelo out, I called ProRelo back at 1:50pm. Now they were very cordial, and pretended as if nothing had happened earlier. Robin told me the motorcycle was scheduled to be picked up before 2:50pm. I immediately called the dealership. They informed me the driver had called them that morning and setup a different pickup time. The driver was already late, he missed his time commitment and hadn't called back. They had no idea where he was. 2:50 came and went and for the forth time in two days the driver was a no-show. I contacted STI and they got on the phone with ProRelo AGAIN. Finally ProRelo picked up the motorcycle at 3:50pm. After doing so, Brad Killman from ProRelo replies back to my email I sent to STI (I cc'd Brad on it) that I was cussing and swearing at Betty and it's all my fault the pickup was late. First, I couldn't make a company 1400 mi away late for anything. Second, even if I had been cussing and swearing at Betty in person, it wouldn't have made them late. Regardless, it was a total lie. Somehow Brad's logic was that if he lied about me, it somehow diminished the enormity of the mistakes ProRelo had made. Nobody at STI thought Brad's little concocted story did anything to explain away why the President of their company had to intervene to get ProRelo to do their job. ProRelo blew 4 separate pickup times over 2 days. They lied. They accused me of mistreating them. Their driver lied. They double booked their driver. ProRelo is so deceitful, they don't even give their real address out. Here is the address they list on their website: 1600 1st St NW, Albuquerque, NM 87102. That's the address of a completely different company: [*** Link removed ***] [*** Link removed ***]!3m6!1e1!3m4!1sTBNIL... Yet, here is ProRelo's real address: 801 Comanche NE, Ste G Albuquerque, NM 87107 [*** Link removed ***]!3m6!1e1!3m4!1spsNDT... They intentionally avoided me. I sent them emails, I called them, I left messages. They didn't respond until I cc'd them on the email I wrote to STI, leaving them no choice but to respond. Imagine what would have happened if STI wasn't my shipper, if I had hired ProRelo directly. it would have been a disaster. Never forget, all this trouble, all the lies, all the blown pickup times, all the phone calls, the arguments, the emails, etc over a shipment that needed to be picked up a mere 0.9mi away from ProRelo's warehouse. The dealership address is 1220 S Renaissance Blvd Ne, Albuquerque, NM 87107-7009. You can verify it yourselves. If you want corroboration of this story, just call Isaac or Randy at the dealership. Call Kristina or Debbie at Federal/STI. All of this happened, and over half a dozen people can back up my account, including the president of Federal Motorcycle Transport.

The service was exemplary! I would use the company again.

Showed up at time specified, set new TV up and took old one. Great service.

They were awesome. Were quick & efficient.

Late arrival b/c of other job, but excellent when delivered.

Perfect come on time very professional

They were on time and did a great job.

Dylin and Luke was on time, they were a pleasure having in my home. Very friendly, and they done an awesome job. Putting the table together with the chairs.

Great! Super fast and professional!

On time, professional, courteous, and very carefully handled the packages and furniture. Excellent !

Called to give me 10 minute heads-up. Unloaded and finished.

Dylin & Luke were professional and pleasant young men. They assembled the desk and removed the packing.

Very courteous men & extremely careful to not nick any walls

Very friendly guys. Was very happy w/svc rec'd!!

Excellent . Jerry & Dominic were efficient, polite, and very helpful.

The due date was a week, but it took over two months for delivery. We called them weekly and they told us that they were sending a truck out "this week" and this went on for two months. In the process they had lost a box that contained clothes, which they did find and ship, but only a few items were in the box. They initially couldn't find the box, which contained an important uniform, they did find and ship the box after we had put the information out on social media and the news did an feature on the issue. We had to file a claim and the provider is saying they did ship the items to us. The biggest issue has been the dishonesty with this company, initially they said they'd probably beat us to California as we were stopping in Las Vegas on our way to California, but the whole process took much longer than we had expected. Very disappointing overall and still trying to be reimbursed for the additional clothes that we are still missing from the shipment.