Bekins — Local services in Coopersville

After 5 weeks without our 4 year old JennAire dual oven/microwave, it was finally repaired today. I can't go through all of the details but here's a summary: After calling Bekins and explaining the problem, including the exact error code the oven was giving us, we didn't hear anything after two days so I called again. The response was basically "Oh yeah, I remember talking to you. I submitted a request to the extended warranty company and haven't heard anything. I'll check with them again." After hearing nothing for another week, I called again and got the same basic response except this time I was told that Bekins was waiting for the warranty company to approve the repair (??). Someone from Bekins finally came out 3 weeks after my original call, looked at the oven (the power wasn't on, so there was nothing to see) and agreed that it was broken. Apparently, he wasn't planning to fix it, he just wanted to look at it. After hearing nothing for another week, I called again and was told that the repair was up to the warranty company and Bekins really didn't have anything to do with it. They "felt bad" but it was out of their hands and it was up to me to work with the warranty company and their service company. After several more phone calls with the other companies, it was finally fixed today in about 20 minutes. I'm extremely frustrated with this whole process, including Bekins' inability (or lack of desire) to follow-up and help us get this expensive device fixed. Even as the problem went on week after week, they didn't do anything to take ownership, escalate the issue, or demonstrate any concern that we were completely without a critical appliance for so long. Buyer beware.... Update: Brad, Bekins’ Customer Service Manager, contacted me about our experience and expressed that they had some unique internal challenges (and are making changes in some of their processes) and had problems with the 3rd party that handles extended warranties (and as a result, they no longer use them). While none of these changes make our experience any less painful, I’m hopeful that they will help with future...

Bekins has always provided excellent customer service, but yesterday they astounded us. On Wednesday, December 21, our TV quit working. We were facing a long holiday weekend that we had planned to spend watching our favorite Christmas shows—especially since a once-in-a-generation blizzard was heading towards Michigan, and we knew we’d be hunkered in for the duration.

To make a long story short, we called Bekins on Thursday, December 22. Avery started taking care of us immediately and did whatever she could to move the process along. Johanna and Corey worked together to find us the exact TV we needed. We trusted their judgement and didn’t even look at options. We were told to expect the TV early afternoon on the 23rd, weather permitting.

Barely a half hour after we left the store, Avery called and said she could get the TV to us that afternoon. (Sometimes living in the same town as the warehouse has its advantages!) Mitch came out, set us up, and headed back out into the snow.

They all scrambled to help, and we sincerely appreciate it—especially when we learned that Bekins was doing the absolutely right thing by closing its stores and service that very evening so employees could be safely home until Monday, December 26. At one point, my husband told Avery she saved our marriage!

Literally for decades we have purchased every appliance, sound system, and TV from Bekins because their service is exemplary. We will...

My Fisher Paykel double oven (8 years old) failed several times over the course of a year or two. Several attempts at repair lasted only a month or two and we thought we might have to replace it. But then Bekins service technician Ray reviewed the history of the repairs in our file, traveled an hour to our home, and diagnosed the problems (separate problem in each oven.) He repaired the top oven on the spot, replacing a worn out part, which he had with him in his well supplied truck. The lower oven required a part that needed to be ordered. Within a day or two we received a call from Bekins telling us the date the part would be delivered. On that date Bekins called to schedule the repair and a few days later Ray returned with the part and very quickly had things back in order. He was friendly, knowledgeable, prompt, and fixed both ovens - all during the Covid crisis. We highly recommend Bekins for appliances and especially for rapid response...