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Description

Domestic and military household goods interstate relocations


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Wheaton World Wide Moving meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Wheaton World Wide Moving include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 47 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

47 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 3
Delivery Issues 5
Guarantee/Warranty Issues 1
Problems with Product/Service 37
Total Closed Complaints 47

Customer Reviews Summary Read customer reviews

16 Customer Reviews on Wheaton World Wide Moving
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 13
Total Customer Reviews 16

Additional Information

BBB file opened: May 21, 2008 Business started: 01/01/1945 in IN Business incorporated 09/28/1945 in IN
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Indiana Department of Revenue
100 N. Senate Avenue, Gov't Center North, Rm. N105, Indianapolis IN 46204
http://www.in.gov/dor
Phone Number: 317-615-7350

Type of Entity

Corporation

Business Management
Mr. Stephen F Burns, Chairman of the Board Mr. Mark Kirschner, CEO Mr. AJ Schneider, Executive Vice President Mr. David Allen, Director Ms. Kathy Kendall, Director, Claims & Consumer Affairs Mr. David Witzerman, President
Contact Information
Principal: Mr. Stephen F Burns, Chairman of the Board
Customer Contact: Ms. Kathy Kendall, Director, Claims & Consumer Affairs
Principal: Mr. Mark Kirschner, CEO
Principal: Mr. AJ Schneider, Executive Vice President
Business Category

MOVERS MOVING SUPPLIES MOVING & STORAGE COMPANY RELOCATION SERVICE Used Household and Office Goods Moving (NAICS: 484210)

Method(s) of Payment
Cash
Credit cards
Certified funds
Cashiers checks
Alternate Business Names
Wheaton Van Lines, Inc. Wheaton World Wide
Industry Tips
Contracts Movers

Customer Review Rating plus BBB Rating Summary

Wheaton World Wide Moving has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 8010 Castleton Road

    Indianapolis, IN 46250 (800) 248-7962 (800) 932-7799

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/3/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: missing items on move from cal. to fl.

Desired Settlement: replace missing china plates (9)from collection. replace 4 legs from side table. replace magnetic mattress cover. replace kitchen hardware. replace 2 lamps. replace glass table top non replaceable income tax & financial records

Business Response:

A copy of your complaint filed with the Better Business Bureau has been received and forwarded to my attention for review and response.

 

Mr. ******, I have reviewed the claim that you submitted along with the relocation documents prepared for your move.  A tracer investigation was conducted for the items reported as missing.  The investigation includes contact with the driver, agents and any connecting customers whose household goods are on the van during the transportation of your shipment.  All response to the trace were negative and nothing was located that belongs to your shipment.

 

Upon delivery the inventory and the “bingo” sheet were signed by you without any written notation to any items believed to be missing.  Correspondence in our claim file indicates that you stated that items were missing out of the cartons yet there was no evidence that any cartons were tampered with when you received the shipment.

 

Liability was accepted for the TV stand, floor lamp, lamp shades and a painting.  However, there was a $250.00 deductible that applied to your settlement in addition to the valuation charge for the coverage that had not been paid at the time of delivery. 

 

Please accept my sincere apologies that the service provided during your relocation did not meet with your expectations.  The position outlined is being maintained and no further action will be taken.

 

Sincerely,

Kathy K******

Kathy K******

Director, Consumer Affairs

Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: #1 The broke promises to send professional people to pack and make a pleasant experience . #2 I got an immense level of destroyed items and some of them with family generations , pieces over 100 years. #3 their level of compensating damages is an absolute insult , if something is worth $2,000 you get $100. #4 The misled costumers for example they make fill a forma of valuables they are not aware , if the pack they must be aware about what they pack , I just on day of moving when truck wa sloaded disclaimed holy objects because I packed them and they are not aware of their value, but I did not included silver pieces that they see as worth by a pound #5 They did damages in my home of loading and home of delivering and not willing to pay repairs at a decent rate #6 they infested my pantry bringing things against their own policy #7 They did not finished the job as promised loading my stuff in the right places #8 They took care long time for bad resolutions not paying even a fraction of the damaged goods #9 They promised to take care of special hair of my wife and destroyed and decliened #10 They are unethical they put excess of weight packing garbage and trash and objects they were asked not to bring.

Desired Settlement: #1 They should refund the Packers, #2 they should give a serious discount for all excess weight garabage they packed and provoked also infestation and plagues that cost money to fix They should refund for not finishing the job and making us hire people to move boxes and items they did not delivered They need to pay repair for all destruction to fair value not invented random values They should pay repair of damages on both properties

Business Response:

We have been forwarded a copy of your letter that was sent to the Better Business Bureau regarding the services provided by Wheaton World Wide Moving during your recent relocation.

Our office investigated your complaint and would like an opportunity to thoroughly review the cargo claim for loss and or damage submitted on November 23, 2015. To date you have been working with our Team Leader and with continued efforts from our management staff we will work to amicably conclude your claim.

Within the next 7 business days our office will provide you with a complete breakdown of the items you have included on the verified statement of claim and an explanation for the offer we have presented. This time will allow us to review the information you have presented to date, including the repair firms report. If we are in need of additional information we will contact you directly.

With respect to the packing refund it is our understanding the only charges collected by Wheaton World Wide Moving was the labor to complete the packing and you were charge accordingly for the complete service. The charge was handled this way because the packing material was purchased by you prior to the scheduled pack date.

We are sorry to hear your overall move experience did not meet your expectations. Our office will continue to work your claim submitted and provide you with a proper claim settlement based on the signed contract terms.

             Cordially,

 

             Laura P***

             Director, Claims

             Wheaton World Wide Moving

12/10/2015 Problems with Product/Service
11/20/2015 Problems with Product/Service | Complaint Details Unavailable
10/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: they will sell you insurance to cover your stuff but then say because you put the items into your garage that they will not cover the loss, they also say that because they could not find the items that they stole while in their storage than then deny the claim, i have over 100k of lost and damaged items that they refuse to pay for even though i paid for full replacement value, they will not even gill you full replacement when they give you an offer back, only offering $600 for 100k worth of lost and damaged just because it was put into my garage that they are calling storage is pure BS. the only way to get you money or stuff is to sue them, they will not honor their guaranty, i was told if it went to a garage at my house everything would be covered, they went through my stuff at the storage location as items were not in the boxes they should have been in, i have pictures of the items also, i will get a lawyer if i have to but the amount will triple if i have to go through this hassle, your folks stole my stuff and they are trying to get out of it by saying they cannot find it at their site and that i put it into storage, a locked garage on my property is not storage it is at my house. I have been lied to the whole way along. they stated that if it goes into my garage at my house than i would still be covered, even the driver stated that and that i had 9 months to go through it, my house does not have a garage attached it is detached but locked and secure, if i would have known that i would have told them to put it right into the house instead of my garage.

Desired Settlement: i want my stuff replaced at the full replacement value if i have to get a lawyer to sue i will ask for 3 times the amount to pay for lawyer fees.

Business Response: Dear Better Business Bureau:

The complaint filed by the consumer has been reviewed.  The customer is currently working with the VP of Claims and Revenue Accounting regarding the resolution of the claim.  Bekins has requested additional information from the customer since there is nothing to support the claim or the value of the individual items being claimed as missing.  Bekins VP has agreed to review the claim if additional support is provided.  If no new information is received the claim will be maintained as offered.

Sincerely,


Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have called and emailed and asked many times for a call back and have not received it, I need to discuss more and they are not returning phone calls.

Regards,

****** *********

Business Response: Dear BBB:

The matter is being handled by our VP of Claims & Revenue accounting.  The customer has been advised that we require additional information in order to review the decision previously made, see the attached email from Mr. ********.  If the customer cannot provide additional support for the claim as presented then the position outlined previously will be maintained.  

Sincerely,


Kathy K******
Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have asked to be called back many times and they refuse to call me like I have asked, I sent make and model and approximant time I bought these, I have tried to send pictures but there are to many and to big to send. this is unacceptable to ignore the customer. people need fired if this is how they are treating the customer, they knew what I had as they had packed those items.

Regards,

****** *********

9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid Wheaton worldwide movers for Insurance for my Household goods to be Insured for and Damage and or theft and loss.I was denied replacement of 2 items I claimed,1 was damaged and the other was not found in shipment after delivery.

Desired Settlement: Customer wishes to have missing item replaced and the damaged item to be replaced as well.

Business Response: Dear BBB:

We have received the complaint filed by this customer.  Mr. ******* and Ms. ***** had filed some social media complaints as well so we were already working with them on this issue prior to receiving the notification from the BBB.  Attached is a letter that was mailed and emailed to the customers yesterday offering to increase the original offer of settlement.  Wheaton has maintained our denial of the item claimed as missing.  Upon receipt of the signed release a check will be issued.

Sincerely,

Kathy K******
Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Business Response:

The recent emailed dispute prompted our office to again review the claim for settlement and after review we have provided our response below.

#191 leather recliner, our office has increased our settlement offer to reflect the full amount claimed of $400.00.

#224 treadmill, our office has increased our settlement offer to reflect the $7.87 for the pedal through the manufacturer, an additional $12.13 for shipping/handling and the installation cost quoted by Furniture Medic of $105.00 for a total of $125.00.

#329 Pro Mega Island, after review of the claim for this item, we have determined that our decision for denial must be respectfully maintained.

The basis for this decision comes from review of your move which shows no other customers on the same truck with your household goods that could have had this item misdelivered. We also show no notations that this item was missing when your household goods delivered into storage at Movemart, Inc. We do however show signature from ***** ***** acknowledging that this item was received at delivery leaving our office with no evidence to support the claimed loss occurred while your household goods were in our care.

Thank you for your patience during our review and upon receipt of the signed release, payment will be issued in full settlement.

Cordially,

WHEATON WORLD WIDE MOVING

Shannon B***, Team Leader Claims Department

8/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We hired Wheaton agents to handle our move 6/8/2015 and our items were contracted to be delivered 6/15-6/18/2015. Our truck arrived on 6/15 and was unloaded without major incident. We noticed an important box containing a printer, keyboard, and headphones was missing, but assumed it had been unloaded in the wrong room. I was contacted by the driver of the truck 6/21 letting me know that he had found our box as it had gotten mixed in with another shipment and would be sending it out the following day, Monday 6/22. When the box still hadn't arrived, I contacted him the week of 6/29 and the driver assured me the box would be there the following Monday, 7/6. By 7/13 (4 weeks after rest of shipment was delivered), we still didn't have the box. At this point, I reached out to the only other contact I had at the company, our booking agent. I received an email back the following day that they had found our box in Washington and it was en route. By 7/20, we still didn't have the box and couldn't wait any longer. We had no choice but to replace them for business purposes. I again reached out to our booking agent who gave me the number for the claims department. I submitted our claim on 7/30 and still our box had not shown up, over 6 weeks since it should have been received. Then, I received a call on 7/31 that our box had been "found" and was ready to be shipped. As of today, it's been 7 weeks since our items were to have been delivered. There is clearly no dispute about the existence of our missing carton as I've been told a few times that the box was on it's way.

Desired Settlement: The contract specifically states "In the event Wheaton cannot pick up or deliver the shipment in the spreads set forth above, Wheaton shall reimburse the shipper for reasonable expenses, including 10% of lodging and 50% of meals resulting from the delay up to $150 per day upon presentation of paid receipts" They are denying our claim and attempting to offer us $0.60 per pound as if the items had been received, but damaged. This was not the case. This carton was never received as several Wheaton agents have confirmed. We are requesting $420.93, the amount for replacing the missing items.

Business Response: Dear BBB:

Attached is Wheaton's reply to the customer's complaint regarding her recent relocation.  The original letter has been mailed to the customer today. 

Sincerely,


Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Business Response:

A copy of your complaint filed with the Better Business Bureau has been received and forwarded to my attention for review and response.

Ms. Pacyk the delay claim policy does not apply to an item that was misdelivered and then located and returned. I have attached a copy of the tariff item that pertains to delayed shipments. The compensation you referenced is only applicable if the majority of your shipment is not received within the agreed delivery spread. Items of loss or damage are not included in the compensation policy for delayed shipments.

Dakota Steele received notification on July 15, 2015 that a box was located at one of our agencies in Bremerton, WA. Mr. Dakota Steele conducted an investigation and determined that it was a box belonging to your shipment. The box was a packed by owner carton and we would have no knowledge of the boxes contents. The box was shipped to you via FedEx. FedEx tracking confirms that the box was delivered to you on August 5, 2015.

Wheaton received no contact from you stating that you were going to replace the items contained in the box. The valuation coverage you selected for your shipment was $.60 per lb. per article. The bill of lading was signed by you requesting this coverage and waiving the replacement coverage.

The denial of reimbursement for the items that you replaced is being maintained. I do apologize that you or your family were inconvenienced and that our service did not meet with your expectations.

Sincerely,

Kathy K******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. C Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Wheaton has provided clauses and stipulations for reimbursement which did not appear on my original contract.  It is unfair that they keep a set of hidden amendments that they can see fit to change and display at their discretion.  Furthermore, if we are to abide by the "Part C" provisions they have included, you will notice that note 12 applies to "non-essential items (possessions not needed to maintain day-to-day housekeeping during the period of time)."  As my husband runs a business out of our home (he has NO formal office building, only a home office), a printer and keyboard are indeed essential items. 

As Wheaton has stated, Dakota Steele "conducted an investigation" on July 15th and determined he had a box from our shipment, yet Mr. Steele did not ship the box until August 3rd.  These continued delays and mixed messaging from Wheaton are unacceptable, as many agents told me the box had previously been shipped. 

Regards,

********* *****

7/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My family used Wheaton Moving Company to move for my new job in Denver, CO from Galesburg, IL. We had them pick up our stuff in the middle of June with an expected delivery date of June 18-29th, and was told during the estimate that they never go over the final date. As of today, July 9th our belongings are still in a truck in Galesburg, IL. We were informed on July 8th that they still have not assigned a driver to pick up our stuff and probably will not until at least the end of next week, July 16th at the earliest. We attempted to contact during the original drop off period multiple times to get a cost, and see when our stuff was going to arrive. We were told it was going to be within the window of delivery times and it could be any day,. We did not make any plans during this time and also were not given one a final cost due to several issues the company was having with weighing our items. We were given a cost at the beginning of July, after our window had already passed and we were finally told that our belongings were still in Galesburg, IL and they don't know when they will be picked up. Once the window passed, we contacted the corporate office and was given $200 off our move to start on July 2nd, and was told we had to talk to supervisor for anything else. We were then informed that the supervisor was out till after the July 4th holiday weekend. Once we were placed in contact with the supervisor, we were told that because our items don't meet their 3,500 lb minumum, our belongings were considered a low priority and that by the times trucks get to Galesburg, IL to load, they are already full. Also because we were under their minimum, we didn't qualify for any other concessions. After explaining to the supervisor that we are sleeping on the floor because they have our mattress, and having to eat out all the time because they have all our kitchen items, their supervisor came back with a $30 a day per diem for us. Had our belongings weighed 3,500, we would be getting 100% reimbursement for our costs, and we were never told about this number during the bidding process. And most importantly, they still have no idea when they will deliver our belongings as we were given a rough estimate of possibly end of next week a driver might be assigned. Wo we can't go anywhere for the next couple weeks on the chance that they may assign a driver. Our daily cost of food is more than $30 for my family, and we have family members coming in this week that intentionally waited for us to get settled before visiting us in Denver. We will now have to buy silverware, pots, pans, plates, just bought a printer (girlfriend works from home and couldn't wait any longer), and probably going to buy some variation of a nice air mattress as sleeping on the floor is affecting our quality of life. We are now 12 days past the deadline that we were guaranteed delivery and I really am starting to believe they really don't care to deliver our stuff. They have made a point of stating that since our stuff didn't weigh 3,500lbs, it was a low priority on their trucks, meaning we are looking at not getting our stuff for at least another 2 weeks at the earliest. The $30 a day per diem hardly comes close to covering the costs that we have paid having to eat out, and items that we are about to have to buy items that are in a holding pattern on their truck.

Desired Settlement: I would like them to have to pay for items that we now have to buy now and can give receipts for, such as a printer, air mattress, pots and pans we are about to buy, and a per diem per day for a family which is at least $60 a day right now to eat out for two people ($30 does not cover us). Thanks for your help - ***** *******

Business Response:

I have received a copy of your recent complaint filed with the Better Business Bureau.

Occasionally, circumstances develop that disrupt a shipment's delivery schedule. Please be assured that Wheaton World Wide Moving, Inc. thoroughly explored every available option to deliver your shipment at the earliest possible time.

I have confirmed that Mr. Aaron R***, Customer Service Supervisor has been working with you and our operations department regarding the delay in delivery. Mr. R*** has extended an offer to you of $60.00 per day for the delayed delivery. The driver loaded the shipment from the warehouse on Monday, July 13, 2015. The anticipated delivery is Friday, July 17, 2015. The delay claim policy as outlined in our tariff is attached for your records. An exception was made in your case and the allowance was made of $30.00 per day. Mr. R*** has been working with our operations department to get your shipment delivered and has increased his offer to you to $60.00 per day. The additional items will not be covered as requested.

Mr. R*** requested to know whether you wanted the delay expense deducted from your actual charges at delivery. If not then you would need to pay the estimated amount + 10% in order to receive your shipment and we would not be able to issue a check until after the paperwork is received and the audit performed. Please advise Mr. R*** of your preference if you have not already done so.

Please accept my sincere apologies that you and your family have experienced any difficulties with your relocation.

                      Sincerely, 

                      Kathy K******

 

                   Director, Claims & Consumer Affairs

                     Wheaton World Wide Moving I Bekins Van Lines. Inc. I Clark & Reid

                    CC:       Better Business Bureau

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wheaton van lines moved my goods from KS to Florida. Did not come to pack and load as promised; Driver reloaded the truck offsite. Damaged to my property. Did not deliver all the boxes, did not allow me to check and off all the boxes being loaded due to their time constraints. Did not fully unpack the boxes, caused damage to my floors, doors, walls and promised that it will be taken care of My furniture is custom made- they acknowledge the damage when the driver was there and he promised to report it to his office - I filed a report as well. wheaton sent someone to inspect but will not release the report. Will not respond to my e-mails or phone calls. I am told on the phone that someone will get back to you in couple of days. The move happened November 2014. Claim has filed few months ago. I paid full insurance last claim email acknowledgement was as follows MOVING CLAIM * > *********" sent on 03*23*2015 04:06:32 PM.

Desired Settlement: Full description of the inspection. Payment of all the damages. payment for all the sufferings and agony. I need to be made whole My goods were fully insured. Need full repairs to be done of the damages seen on inspection or full refund. I paid full insurance.

Business Response:

Our recent phone conversation prompted us to again review the claim for additional settlement, and after careful consideration, we have provided our revised response below. Please note that the settlement breakdown is based on the order of the items listed in the inspection report from CFI, and a copy has been enclosed for your review.

ARTICLE                                BASIS                                                   AMOUNT

Green Striped Sofa                  Repair cost                                            $ 300.00

Green Striped Sofa                  Repair cost                                               115.00

Buffet Table                              Repair cost                                               850.00

China Cabinet                           Repair cost                                               725.00

Leather Sofa                             Repair cost                                               450.00

Dining Table                              Repair cost                                               575.00

Lamp                                       Replacement allowance                              50.00

Missing Items                          Declined

Hardwood Floors                      Repair cost                                               425.00

Drywall                                      Repair cost                                               250.00

Dining Chair                              Repair cost                                               100.00

Dining Chair                           Declined

Dresser                                     Repair cost                                               175.00

Nightstand                                 Repair cost                                                 30.00

Nightstand                              Repair cost                                                150.00

Velvet Chair/Recliner            Repair cost                                                175.00

Green Diamond Sofa            Repair cost                                                100.00

Green Diamond Loveseat Repair cost                                                      95.00

Total $4,565.00

As discussed during our phone conversation, our first liability would be to repair the transit related damage, and enclosed is a highlighted copy of the contract Bill of Lading for your review. Based on the signed contract, we have allowed the quoted repair costs from CFI, and should you wish to have CFI complete repairs, please contact them at ************ where they will invoice you directly upon completion of repairs.

Should you wish to have CFI invoice our office directly for the repairs, please notify our office and settlement will be revised.

Lamp, the amount listed above has been included for replacement as no amount claimed or substantiation was provided with the claim form. If this amount is found insufficient and additional information can be provided that would support an increase in settlement, we would again review our decision.

Missing items, after review of our records, which include the paperwork from delivery

and the system notes, we were unable to find record of reported missing items. We contacted our local agent, QS Storage & Transfer Co. where it was explained that damages were reported right after delivery but no record of missing items. Since we are still unable to support the claimed loss occurred while your household goods were in our care, we must respectfully maintain full denial.

Dining chair, per the report from CFI, since super glue had been used on the chair prior to the inspection taking place, transit related damage could not be confirmed.

Therefore, our decision for denial must be respectfully maintained.

Thank you for your patience during our additional review, and upon receipt of the signed release payment will be promptly issued.

Cordially,

WHEATON WORLD WIDE MOVING

Shannon B***, Team Leader

Claims Department

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but is accepted by me. It bothers me that I needed to file a BBB response to get a reply from them after multiple phone calls. They refused to release the CFI report to my inspite of repeated requests. It is my household goods that were inspected and the customer should have the right for the full inspection report. There is no clause that requires only one claim per move - if there is, I was not made aware of- yet I informed them before the inspection and received an e mail confirmation of having inspection done on goods that were not there on the claim. Note that they have not included the damages caused to my previous home nor are they willing to accept the lost items, the driver's refusal load the truck in my presence but offsite, failure of the moving company to come and pack as scheduled, coming in with very limited manpower and compressed time to pack and load , dragging the furniture without covers, no floor protectors placed, failure to do full unpacking and being given false assurance that they will acknowledge anything that was unpacked and found missing or broken.  

Regards,

******** *****

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wheaton has refused to reimburse me for damage done to my dining room table. During my move, the table leaf was removed. Upon delivery 4 items were damaged and Wheaton has failed to reimburse me for the damage they caused; according to their policy. I am also filing a complaint against a book shelf which Wheaton damaged, attempted to repair and re-delivered to me still broken. I had to hire a contractor to temporarily repair the shelf until a new shelf was ordered (the shelf is on back order. I will wait one additional week, if the shelf continues to be on back-order I will order a different replacement shelf (NOTE: it is difficult to find a matching shelf as these items were purchased 2 years ago.) Finally, I am filing a complaint regarding the entire moving process. Wheaton failed to deliver my furniture on the dates promised; thereby causing significant inconvenience which as not only impacted me personally, but professionally as well (as I work from home and needed my items for business use).

Desired Settlement: A formal apology, reimbursement for the purchase of a new shelf and reimbursement for damaging my dining room table (which now has a permanent gab as the leaf insert no longer closes completely shut). I am thoroughly disappointed that Wheaton has failed to honor their commitment and do what is right. I also plan to pursue this matter in civil court if this cannot be resolved by the BBB. ~Dr. Sampson

Business Response:

Upon receipt of the copy of your complaint, the claim file was reviewed. The repair firm that inspected the damaged items reported to Wheaton that the damage being claimed to the dining room table leaf is not transit related damage. There is no point of impact to indicate that there was any mishandling while in transit. According to the inspection report this appears to be a factory defect of the item and not a result of the relocation. We understand that you are not happy with our position. If you wish to obtain a second opinion and submit that for consideration I will be happy to review any additional information that you can provide to support your claim.

In response to the claim for the ladder bookshelf, please provide a copy of your receipt for the

replacement shelf and we will consider that amount. You had filed for an amount claimed of $50.00 so that is what was offered to you in our previous settlement.

In response to your comments regarding the delay in delivery, the agreed delivery spread outlined on the estimate/order for service and the bill of lading was February 9, 2015 through February 14, 2015. Our records indicate that the majority of your shipment delivered on February 14, 2015. Although our delivery was within the agreed upon spread, our customer service department did agree to reimburse you for an air mattress. A check was issued to you in the amount of $144.50.

Dr. Sampson please accept my sincere apologies for any inconvenience you experienced during your relocation with Wheaton World Wide Moving. Once I have received the additional information from you we will be in a position to conclude your claim.

 

                    Sincerely,

                    Kathy Kendall

                    Director Claims & Consumer Affairs

Business Response:

Upon receipt of the copy of your complaint, the claim file was reviewed. The repair firm that inspected the damaged items reported to Wheaton that the damage being claimed to the dining room table leaf is not transit related damage. There is no point of impact to indicate that there was any mishandling while in transit. According to the inspection report this appears to be a factory defect of the item and not a result of the relocation. We understand that you are not happy with our position. If you wish to obtain a second opinion and submit that for consideration I will be happy to review any additional information that you can provide to support your claim.

In response to the claim for the ladder bookshelf, please provide a copy of your receipt for the

replacement shelf and we will consider that amount. You had filed for an amount claimed of $50.00 so that is what was offered to you in our previous settlement.

In response to your comments regarding the delay in delivery, the agreed delivery spread outlined on the estimate/order for service and the bill of lading was February 9, 2015 through February 14, 2015. Our records indicate that the majority of your shipment delivered on February 14, 2015. Although our delivery was within the agreed upon spread, our customer service department did agree to reimburse you for an air mattress. A check was issued to you in the amount of $144.50.

Dr. Sampson please accept my sincere apologies for any inconvenience you experienced during your relocation with Wheaton World Wide Moving. Once I have received the additional information from you we will be in a position to conclude your claim.

Sincerely,

Kathy Kendall

Director Claims & Consumer Affairs

Wheaton World Wide Moving Bekins Van Lines, Inc. I Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10650817, and have determined that the response will PARTIALLY resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received the letter from Kathy Kendall (Claims Director) on the behalf of Wheaton World Wide Moving.  I am only PARTIALLY satisfied with the response.  I will accept the total damage claim offer of $825.00 less the $250.00 deductible for a check that will be sent to me in the amount of $575.00.  I will proceed with signing the release for the property claim ONLY; however, I am STILL WAITING for someone to contact me regarding delay compensation for the (significant) inconvenience which I experienced (personally and professionally).

I am not interested in prolonging this matter any further and am prepared to file the necessary paperwork for my "delay" claim with the local court system.  I expect Ms. Kendall/Wheaton to resolve this matter once and for all so that I do not continue to be inconvenienced as a result of Wheaton failing (or delaying) to do what is right.  At this time, I am requesting that the delay compensation resolution team contact me immediately to resolve this segment of my claim. 


Regards,

Dr. Jill Sampson

6/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I retained Wheaton as my moving provider prior to my move from Columbus, OH to Meridian, ID. My move was bumped the day prior to p/u because Wheaton representative in Michigan underestimated load prior to mine, therefore my hhg's were picked up by **** ****** *** ******* in Columbus, OH where they have been stored since 28 May 2015. Wheaton HQ staff in Indianapolis have now taken over responsibility for finding a driver to transport my hhg's to my Meridian, ID address, and as of this date (12 June 2015) they are unable to provide a driver or estimated delivery date for my hhg's. My wife has started back to work with limited resources, and I am supposed to start a new job within the next several weeks, we have been living in a hotel since 28 June 2015 and paying rent on a home in Idaho since 1 June 2015 that we cannot live in. With that said, Wheaton is providing me, per their policy with $150/day for food and lodging since the original contract delivery spread was 2-8 June, 2015, but that isn't the problem. The problem is that they can't provide a driver and are waiting, at my expense, to find more contracts both on the Eastern and Western US so that they won't lost money shipping goods on a half empty truck, even though their strategic planning for increased contracts during the Summer months has failed and this is the result.

Desired Settlement: I desire that my hhg's be delivered within the next 10 days to my current address in Meridian, ID without any further delay whatsoever. As of this complaint, it has been 16 days that my hhg's have been in storage awaiting transport in Columbus, OH.

Business Response:

Your recent complaint filed with the Better Business Bureau has been forwarded to my attention for review and response.

Occasionally circumstances develop that disrupt a shipment's delivery schedule resulting in an unexpected delay. Please be assured that Wheaton World Wide Moving, Inc. thoroughly explored every available option to deliver your shipment at the earliest possible time.

I have confirmed with our customer service department that the shipment was delivered to your residence yesterday. They also advised that a deduction of $2,250.00 was applied to the charges for the expenses incurred due to the delayed delivery. This was $150.00 per day for the 15 day delay.

Please accept my sincere apologies for the delayed delivery and any inconvenience that you and your family experienced due to Wheaton's handling of your household goods.

Sincerely,

***** *******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 

Regards,

***** ********

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wheaton has charged me $308 for a shuttle fee for delivery of my furniture and the shuttle cost was not agreed to by me and was automatically charged to my credit card without authorization OR receipt. The charge has been dropped from my credit card , and the card is cancelled. Wheaton is sending invoices and calling about payment. It is in the contract that it is the driver's discretion on whether or not he can deliver. I was told by Truda at Wheaton that the driver should have no problem making the delivery (by using google earth to view my area and streets) The driver was several days late in delivering my items and he decided that he could not get back to my condo and he would assess the situation in the morning at which time I was to receive a call from a Wheaton rep on the situation. Instead, he decided not to deliver but to unload my items and reload them into a UHAUL causing items to be broken and get wet. There are probably 40 units where I live and within each unit there are 4 condos. You cannot tell me that none of these people have had furniture delivered with an 18 wheel truck . I have even sent pictures to Wheaton from that day showing the clear streets.

Desired Settlement: For Wheaton to drop the shuttle charges and any late fees and to leave me alone. My next step is to leave a review on their business. Iwill NEVER use again.

Business Response:

Your recent complaint filed with the Better Business Bureau has been forwarded to my attention for review and response.

I have reviewed your comments and the photos and have spoken with our operations department and showed them your photos to see if they can determine if the shuttle would have been required. They feel that the driver made the correct decision based on the width of the street and the angles of the turns. It is sometimes necessary for the van operator to use a shuttle or auxiliary service when a residence is not easily accessible. Our van operator may use a "shuttle" because it would be considered the safest way to deliver your goods. It is the van operator's responsibility to determine where the van can be safely operated taking into consideration the shipments on board, the safety of the van, and the potential property damage. When it is determined that the use of a smaller vehicle and additional labor is required the cost of these services must be added to the overall transportation charges. The charges are a valid tariff charge that must be paid.

I have checked our system and we do not show that you have filed a claim for the items that you have mentioned were damaged in the move. You do have nine months from the date the shipment was delivered to file your claim but the claim must be received by Wheaton within that nine months. Once we have received the completed claim form we will be able to proceed with the investigation of the claim.

 

  We do regret that you experienced any inconvenience during your relocation and that it is necessary. 

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April 2014 I used this company who engaged an agency in CA to make all arrangements. I was uncomfortable with this agency and was told I had to use them because this was one of two that Wheaton owned. A red flag should have gone up. I previously used Wheaton and was able to ship my car on the truck. This agency said it's not possible. I had to pay him a fee or as he called it a deposit for him to ship the car. It turned out someone else picked up my cars and shipped them. I had to give them a Bank Check upon delivery. It was too late to change companies. Afterwards Wheaton told me I could have put both cars on the truck for a fee. For the move from CA to FL I chose replacement insurance at the highest cost and was reassured by Wheaton that if anything is damaged or lost it would be replaced. The driver, an insolent man, immediately told his workers to remove all the wrappings from my antique upholstered furniture. They threw blankets on them instead. When they arrived I discovered that there were no partitions between me and other customers. In fact my belongings were mixed in with another person's furnishings. (As he was getting hers separated from mine he dropped her wooden settee which broke in half.) I reproved him for not putting up dividing walls. Everyone was hot and tired. I noticed the doors of the truck closed. Upon walking back into the house I saw boxes in the living room and bedroom. He was told, "Unless you reopen the truck and take everything there will be no tips for anyone and Wheaton will have to come back to pick these up from a neighbor." It was then packed. Upon delivery, they moved so quickly, putting all cartons in a three car garage and the furniture inside the house. They did not allow me to review what boxes or items were delivered. By the helpers were gone, only the driver remained. I discovered an item broken. I called Wheaton who told me, "Don't worry you have good insurance. Open every box. If something is broken, since you packed it your responsible, unless the cartons are damaged. Therefore save any damaged cartons. If something is missing put it on the claims list. Wheaton had the damaged furnishings inspected by a company in FL. He dismissed most items. His reasoning was faulty. A pedestal table c.1880 in mint condition had the 12" top off. He claimed it was previously glued. It's 135 years old. At sometime the top came off. So it was glued. It needs to be redone. He rejected an antique bed which footboard was dropped, writing in his report "it was glued." But they lost a leg of the bed! What does glue unseen in the joints matter if there are not four legs? The hardware was lost for the bed as well as for a drafting/art table. I watched how he had to put one leg against boxes of my belongings in order to get a grip to pull something out of a small hole. He crammed so many items together. My Tiffany chandelier is missing. I am now told I signed the Bill of Lading that I received all goods. I have photos. My friends are not children but professionals in their 60's +. We had several close friends who dropped by to say goodbye and see if they can help. We forgot to take the Tiffany chandelier down. A friend took it down, packed it carefully, and handed it to one of the packers. This was one of the last things put in the van. I have a letter from this friend confirming this, as well as another friend who handed me part of the chandelier telling me, "Keep this separate in a box so it doesn't hurt the glass." Two Fireside antique upholstered chairs with wood framing c. 1920-1930 was damaged. The repairman reported the wood should be refinished, but the fabric was old and soiled, the claim was denied. When I inherited them I had the fabric recovered 36 years ago. However, in California they were recently recovered. I have the receipt as well as witnesses that knew these chairs had no stains because they were reupholstered. I have no pets or children. The repairman did not make known his thoughts, they were put in a report. Besides the soil on both chairs there are indents/wrinkles in the fabric I cannot get out because they were shoved, wedged into places on the van and not properly covered. The driver stated, "I can't even read this Bill of Lading." Yet he checked off everything was received. He put his paperwork in front of me and said, "I need your signature." Now Wheaton tells me I signed that everything was delivered. I was told by customer service, why didn't you check everything while the driver was there. This person, if ever moved must have done so with friends by herself. How can I keep this man here when he's got one foot out the door. I put myself in the hands of professionals, so I thought. I would advise anyone not to sign such papers which are misleading. Instead write on the bottom line, "When I have the chance to see what is here I will then, if satisfied, sign my name." This driver would not remain. The settlement offer Wheaton made was quite insulting; it covers hardly anything, Therefore why the need to purchase insurance at $810.00 giving $80,000 in protection of loss and damage. I put in a claim for $6,814.17. They offered me a settlement of $1,120.99. I sent phpyp In a certified letter I explained why I believe the repairman's report is incorrect. I have proof that my two chairs were reupholstered and not stained. Just becaud My telephone calls to the person I have put down on paper. Since my letter to them by certified mail, not one call was returned to me. I see no reconciliation here and have no recourse but to turn to others. Thank you.

Desired Settlement: Since I paid for the insurance, and was verbally promised as well, that anything damaged or missing I could put in a claim and not be worried. I am covered. Wheaton who handled the insurance owes me $6,814.17. Their settlement based on the repairman is $1,120.99. I sent photos of all items involved, along with explanations. After I received notice of my claim being denied based on the repairman's comments I sent a certified letter January 21, 2015. Certified mail takes three days. The United States Post Office tracked the number advising me it was delivered but pending. They had a certain amount of time to decide to reject accepting the letter or accept it. I finally got the return receipt request in March. The date is smudged and I cannot determine the day, either the 5th or 15th. I've made repeated calls to Laura ********* who is handling my claim. I've left voice mail messages numerous times. the last two being on March 10, 2015 at 3:04 PM and 4:15 PM. I have not heard back from her regarding any decision except an email earlier about including something in the claim settlement which was not made clear. If something happened to her, and I hope not, someone should be handling her work load and telephone calls. I got estimates from people I interviewed and saw their workmanship. These were remitted with my claim. What I was offered doesn't even cover the quotes. This is most disturbing. My dining room still is not lighted except for a small lamp. Thank you for this opportunity allowing me to address this situation. Thank you.

Business Response:

I have received a copy of your recent complaint filed with the Better Business Bureau of Central Indiana.

In response to your comment regarding the unwrapping of your wrapped furniture items, the driver is responsible for preparing a descriptive inventory of any pre-existing damage to furniture items prior to loading. In order to prepare a proper inventory the items must be unwrapped and the condition noted. If the driver does not unwrap the items then you would be unable to recover any compensation for damage later discovered to those items.

When a repair firm is assigned to perform an inspection, the firm is expected to provide the carrier with their expert opinion of the damage and the probable cause for that damage. When an item has been previously repaired, over an extended period of time the glue can dry causing that old repair to break again. When this is the case the carrier is not liable since this is not transit damage.

A tracer investigation was conducted and all responses were negative. There were no items located that belonged to your shipment. Our denial was based on the results of the trace and the lack of written notations at the time of delivery to any items believed to be missing.

I have enclosed a revised release for as a compromise offer in an effort to conclude your claim. The release form is full and final settlement for the items outlined in the enclosed payment summary in the amount of $1,699.98. The items added to the settlement were $190.00 for the 2 chairs; $14.99 for the miter box; and $125.00 for the tilt top table.

Please sign the release form on the line indicated "Claimant" and return the release to my attention for prompt payment.

         Mr. *********, please accept my sincere apologies that you experienced any difficulties with your relocation.

         Sincerely, 

         Kathy *******

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The moving company made a good point about, "the driver is responsible for preparing a descriptive inventory of any pre-existing damage to furniture items prior to loading." First of all I used Wheaton in 2010 to move me from MD to CA. The furniture driver thanked me "for wrapping the furniture so well." He still put blankets on the sofa and chairs. Now moving from CA to FL by Wheaton in 2010, by taking all the covers off only two out of a total of eight upholstered items were damaged. This time the items were shipped uncovered except for a blanket loosely put over an item. The wood frame the inspector allowed as damage by the shippers but  not at the  he denied the claim for reupholstering "the chairs because they are old and the fabric was soiled." They recently were reupholstered in California because we were tired of the other fabric, still clean but 36 years old. So whose fault was it? Not mine. The driver who insisted on removing my coverings so he  can do it "Wheaton's way." He declared no soil on  those chairs or anything else because our furniture was spotless even after 36 years. But remember, we reupholstered them for a different look. I have the receipt and the witnesses who saw the furniture.

The footboard did not fall apart because of glue drying out. It was moved successfully in  2010 by Wheaton. They had to find a leg somewhere, why not return it. That had nothing to do with glue. The repair firm may be viewed by Wheaton s experts. As a hobby I've worked with wood, refinished many pieces, and went to school for upholstery. I can be a professional and expert at all these jobs. Unfortunately Osteoarthritis prevents me from that, as well as being licensed in Washington D.C., New York, and California to cut hair in a Salon or Barber shop. Instead my career spanned thirty years in a field I truly loved. Now I chose to semi-retire as a writer. The same issue about glue he applied to the table c.1883 belonging to my wife's great-grandmother. What does glue have to do with anything? He knocked the top off of it. And the crack in the pedestal of the dining table has nothing to do with glue. It was a fairly new table. He took a look at it and he took a photo of it.

At the time of delivery, no one can say we have time to check in all items. Everything is done at top speed so they can get out of here. He puts the papers in front of me, everyone is exhausted, and say's "sign here so I can be on my way." I called Wheaton and talked with their Customer Service Department that I see there are some broken items and I don't know if anything is missing. I was told, "Ignore the paperwork. You have good insurance which will replace missing items and anything broken in the cartons. Since you packed the items in the cartons please hold the cartons for inspection so the inspector can see how the box was damaged." They are supposed to tape all recordings. Why don't they have that on tape? Why was I told that?  I was also told,  "You have one year to complete a claim. Open every box to make sure nothing is damaged in cartons that are damaged. Check to see if anything is missing. Then if there is damage or missing items file a claim. Don't worry you have excellent insurance."




 I opened every carton by myself; even with a fracture in my inner left knee" My Tiffany lamp is missing. How can Wheaton or Laura ********* say I received everything? The driver had the original inventory of 14 pages and upon arriving states to me, "

who can read this?"

 has the audacity to claim I have my Tiffany Chandelier? My realtor who I became friends with in 2010 was at my home to say goodbye. Mr. ***** ******** removed the Tiffany piece from the ceiling and packed it in a carton, marked it fragile, and taped it up. He gave it to one of the movers!

 


Regards,

******* *********

Business Response:

Your most recent correspondence to the Better Business Bureau has been received.

Mr. ********* I understand that you are frustrated with the results of the relocation and our claim settlement offer. There has been no new information provided to warrant an acceptance of liability for the items you have reported as missing. The trace results were negative and there were no written notations to any items believed to be missing at the time of delivery. Wheaton did not provide the packing service and would have no knowledge of the contents of the packed by owner cartons. As I stated previously the trace will remain on file and if any items should be discovered at a later date you will be notified immediately.

Our offer of settlement as outlined previously is being maintained and is our full and final settlement offer.

 

            Sincerely,

            Kathy *******

            Director, Claim & Consumer Affairs

            Wheaton World Wide Moving / Bekins Van Lines, Inc. / Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I purchased the insurance because of the explanation "If anything is broken or lost I am protected and allowed to replace it by current prices.  I am responsible unless the carton was damaged. There were only 2 cartons damaged; saved for the inspection. RE: "Glue". Fine, I'll drop the bed from the claim. If Wheaton wants to settle the claim they can send me a check for $5,000.00. The trace results were negative. This is of no concern for me. If Wheaton did a proper job they would have put up the partitions, the walls, between clients. They did not. WHY? My belongings were mixed in with other customers. WHY? Why my telephone calls or any early correspondence is not noted is the neglect of Wheaton. I did not imagine the woman who told me, "Don't worry that you don't have time to check the cartons or are missing something. You have excellent insurance coverage. It's okay for you to sign the paperwork of the driver. It means he made the delivery. You have time to put in your claim of any damages or missing items." Where is my insurance? Perhaps the Commissioner of Insurance needs to be notified; among other people as well. Now I too say, this is my effort and full and final settlement offer. The way Wheaton has conducted themselves is an insult. They have dictated what is now their policy. The driver demanded and begged me to sign so he can leave. Never should I have listened to him or Wheaton. They do not back up their words. The driver told me the same info as the woman on the phone. I merely am acknowledging he arrived with the truck and goods. But the insurance will take care of broken or missing items. I have letters from my former realtor who took my Tiffany Chandelier down; packed it and handed it to one of the movers. Did I need to follow the each mover to make sure it  didn't go into their own trunk? It's disgusting to think that. They were too decent. The driver had to put it in among other customers if it wasn't with my things. The so called "expert" repairman who later came to my home acknowledged the damage of the wood chairs but ignored the quote the company gave me for repairs. Wheaton or his own quote from his own company was lower. It's my choice who repairs my things. He said the fabric was so old and so soiled. Impossible. He removed all my packing & made no notation. I had them reupholstered in CA before the move. Have no kids, no  pets. Very Clean. Thank you "BBB" for being involved. I didn't think you go this far. I am quite surprised you allow a company as this to be associated with your name because Wheaton, whom I used before, is not a reputable company. The facts prove my case. The Tiffany Chandelier, even if returned, I'd be surprised if it was in mint condition, as it was. Since the Director of Claims & Consumer Affairs for Wheaton/Bekins/Clark & Reid states "full and final settlement offer" there is no reconcilement. Miss K____ K__did her job. SHAME ON HER AS WELL AS WHEATON FOR NOT DOING THEIR JOB. I hope Miss K will experience in life something unjust that will show her how important integrity is. Perhaps then she will understand. I picture some small elderly woman without her Pecan color wood settee the driver dropped, splitting it in half. It was on top of her things, which was on top of my things. We live in a great country but it's under a legal system NOT JUSTICE. I've seen in life, what goes around comes around. We are born without a good name. What we do in life and conduct ourselves is what we will reap.









Regards,

******* *********

Business Response:

I have received a copy of your most recent dispute filed with the Better Business Bureau. I will take this opportunity to clarify for you why your claim is being denied.

Mr. ********* our offer of settlement does include $340.00 for repairing the wood damage to the 2 fireside chairs. According to the inspection report the chairs are not soiled and therefore do not require reupholstery. If soilage was caused in transit the repair firm would have the chairs cleaned not

recovered. Wheaton denied any transit related soilage.

The inventory was prepared at origin and signed by you at origin as a complete list of the items tendered to Wheaton for transportation. The delivery inventory was also signed as all items being received. The brochure Your Rights and Responsibilities When Move outlines the procedure at delivery and instructs the customer that it is their responsibility to check the shipment and to note any loss or damage at delivery. If this action is not taken your claim settlement may be reduced. If you felt that you were unable to perform the check off it would be your responsibility to ensure that you had a representative there to assist you with the check off process.

I did review your claim and the last offer is our full and final settlement offer. We do appreciate your willingness to remove the claim for the bed. However, you have provided nothing to this office to support acceptance of your most recent request for settlement of $5,000.00. This request is denied.

Mr. *********, the paperwork speaks for itself. The basis for our denial of the items reported missing is the lack of written notations in addition to the fact that no other customers received items that did not belong to them. You have provided no evidence to the contrary and our position of settlement remains as outlined in my letter of March 23, 2015.

 

                  Sincerely,

                  Kathy *******

                  Director, Claims & Consumer Affairs

                  Wheaton World Wide Moving / Bekins Van Lines, Inc. / Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you for trying to assist. From now on I will deal directly with Wheaton. They can state what they wish. I did have a representative in my home from Wheaton, he was the driver. Wheaton told me to listen to him. And that's why I am with trouble. I paid for insurance and did not get it. Instead a man with little interest arrives, no doubt expecting to do the repairs himself, denies inappropriately his claims. As for the soiled chairs it was his responsibility to advise me. Wheaton told me to sign the paperwork and not worry since I have insurance. "Lies." I am fed up with being polite. An untruth is just that. Does Miss Kendall actually think the majority of customers would return an item that's not theirs. I am not being negative. My dealings in my profession only proves to me how immoral and dishonest people are. Return an item? LOL.


This rogue company doesn't care about their customers as long as they suffer no losses. I have not yet contacted their CEO or President but without doubt I am sure two things concern them. 1) Profits 2) Public image.


I will see if I can reach my attorney today.

Regards,

******* *********

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company was contracted by the US Navy to transport my household goods from Fleming Island, Florida to Jacksonville, NC in Oct 2014. Upon delivering our goods to our brand new construction home, the delivery crew caused damage to various parts of our house. When I was signing off on the paperwork I asked the driver how to annotate the damage and he instructed me to submit a claim for it with the claim for our damaged furniture. The claim was filed (order number *********) and was denied as the claims adjuster stated that we could not prove the damage was not preexisting.

Desired Settlement: I would like the appropriate repairs to my home to be completed.

Business Response:

The complaint filed by Ms. **** has been received and the claim file reviewed. This shipment was a military relocation paid for by the government per our contract with the military services.

Ms. **** filed a claim for household goods damage and damage to her home. An offer of settlement was extended to Ms. **** for household items claimed as damaged in the amount of $675.00. Ms. **** accepted the offer for the household items and we issued a check for $675.00 on March 23, 2015. At that time Ms. **** transferred the claim for the residence damage to the military claims office for their review and analysis. We have provided the military claims office copies of all documents pertaining to our investigation of her claim.

In order to accept liability for damage to the residence, the customer must note the damage on the paperwork at the time of delivery in the presence of the delivery personnel.

Based on the information I have provided, we consider this matter to be resolved.

 

Sincerely,

Kathy *******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving / Bekins Van Lines, Inc. / Clark and Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am dissatisfied because the driver lied to me about the paperwork. Had he been truthful, I would have noted the damage on the receiving paperwork. Incidentally, there was no place on that paperwork to note damage. Merely numbers to check off to indicate boxes received. 

Regards,

******* ****

3/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We were told that a headboard matching my mother's bedroom suite was delivered to a customer in Durango and would be recovered and delivered to us. We were told that a headboard matching my mother's bedroom suite was delivered to a customer in Durango and as soon as that customer was home after the first of the year, it would be recovered and delivered to my mother. We were asked if we would take the cash value of the headboard instead, but because it matches the bedroom suite, we opted to wait for it. We were told this by a representative at Wheaton for whom CO Hi-Tec contracts. But since CO Hi-Tec was the booking agent, we feel this business is responsible.

Desired Settlement: We want the headboard that matches the bedroom suite delivered to my mother. The suite is no longer manufactured and we haven't been able to find another headboard even close to the original, rendering the entire suite mismatched.

Business Response: Dear BBB:

I have received the complaint filed by Ms. ***.  It appears that the complaint was submitted prior to our delivery of the headboard.  The attached form confirms that the headboard was delivered and received by Ms. ***.  There was an error made and the headboard was delivered to another customer.  Wheaton has acknowledged that the error occurred and through our investigation of the loss , the headboard was located.  I wish to extend my sincere apologies for the length of time involved with locating and returning the headboard to Ms. *** and for the inconvenience incurred due to the mis-delivery.   

If you have any questions regarding this matter please do not hesitate to contact me. 

Sincerely,


Kathy K******, Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ***

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife, ******, and I have been working with the claims department on Claim #********* with unsatisfactory results. Below is a letter that we sent the VP or Revenue Accounting and Claims, the CEO and the Chairman of the Board. It clearly defines the problems we have had, the false advertising, the poor handling of our personal belongings and our desired outcome! We are writing to you because we moved in September from Northfield, MN to Bend, OR and selected your moving company to move us. We selected you for two reasons. Our realtor recommended you and we were told you were the official movers of the Steinway piano and we have a Steinway B Grand Piano (replacement value $100,000.00). We felt if Steinway trusted you we could trust you. That was very naive of us. We later found out from Steinway that you had not moved anything for them for over 10 years yet “currently” was used in your marketing brochure. We were also told by our Wheaton representative in MN, that a Steinway trained mover would personally oversee the packing and loading in Northfield and then the unpacking and unloading of the Steinway in Bend. This did not happen. Your Wheaton driver and movers did not know what they were doing which we learned when we watched the piano movers who moved our Steinway to Portland for repairs. It took them only two people (Wheaton needed five) to do the job and they took a great deal of care and time in the padding and loading of the Steinway. They did not remove the top from the piano which Wheaton did, exposing the very intricate inner mechanics of the piano. You were very lucky that was not damaged. We bought Full Replacement Value Protection with $0 dollar deductible but never thought we would have to use it. This cost us around a $1,000.00 for $76,000 coverage. Unfortunately, the move was a disaster and we did need it. Almost all of our furniture was damaged including my Steinway. Initially we thought things were relatively ok until after two weeks of unpacking we thoroughly cleaned the house and this included dusting all of the furniture and oiling of the Amish table and chairs. What we found was unbelievable. Over 50 pieces plus two pianos were damaged leaving only a handful (less then 10) that appeared to have survived the move. There was damage everywhere - not just one or two spots of damage per piece but some pieces had well over 50 scratches, dings, gouges, pressed in wood, whole edges scraped, wide long scratches, rungs that were loosened, backs of chairs loosened, areas of many small chips like the piece had been sandblasted - just unreal. We were in disbelief and shock. And the Steinway had a five inch area on an inside edge where the wood had been pressed in almost an inch with remaining inside edges all rough, no longer smooth. The top had little nicks over a large area, the end blocks had dings, one of the pedals had severe scratching on it (left one that I rarely used, the right, damper pedal had normal wear from use). We were heartsick. An end table had a 5 inch gouge on the top that went so deep that raw wood was exposed and this item was supposedly wrapped in a blanket. And that is just one example. We could give you hundreds. We bought only the finest furniture and have had it for many years, some over forty years. Much of which isn’t even available anymore. We have many Ethan Allen pieces including solid cherry pieces from their Georgian Court Line, solid maple pieces, a king size solid brass bed, antique pine pieces, a black stencil chair and Hitchcock chair. We have a beautiful Amish-made natural cherry table (four leaves) with two arm and four side chairs. We have many cherry scandinavian design pieces and a beautiful Howard Miller cherry and mahogany clock. We have additional solid cherry furniture by Pennsylvania House. Nothing we bought was cheap and all was meant to be enjoyed for a life time and passed onto our children. Some pieces were pristine and some had normal wear for their age. In addition, to the damage to our furniture in the move, the wood floors in our Northfield home had been scratched because of the carelessness of the moving crew. This was the first thing claims had to deal with and they seemed to do it cheerfully and quickly but then as we all realized the extent of the damage to our furniture their attitude and treatment of us changed and our anxiety rose. Your claims department has repeatedly told us “no” based on rules that could not possibly work for someone with the extent of our damage. We asked that a Wheaton person come out and look at our damaged furniture but were told “no”. When asked who could repair it for us, we were told we are in IN we do not know anyone in OR. We did not know anyone either. We were entirely on our own and were told to document the damage ourselves. That took hours and hours of time. And when we thought we had got it all, we found more damage. We are not professional, and not trained in doing the job of an adjuster. We still find damage that we had not see before. We got so we were afraid to even look at our furniture. When three of our largest solid cherry furniture and two chairs were loaded to take to Portland last Thursday for repair, we saw two very long deep scratches on the side of our triple dresser and on the back it had been spattered with something - neither of which we had seen before. The movers who picked up this furniture were appalled at the damage, damage which they could not even fathom how it could have happened. Not once did claims tell us that they would work to ensure that our furniture was restored to the condition it was before the move or replace it. They did not even bother to say they were even sorry about it until we asked. We were even told that Wheaton does not guaranteed quality service. We wish Wheaton had told us that before we hired them. It became very apparent that claims only goal was to spend as little as possible to resolve the situation and would use any loop hole to say they were not liable even though they knew the damage was caused by Wheaton. We have had to fight them instead of their working with us. We have spent the last two months on this, thirty hours a week each. We have had to give a key to someone we didn’t even know so they could come into our house and fix things. We have accepted many, many pieces as fixed that are no where near the way they were before. My Steinway spent a month in Portland. What is the current status of our claim. We have accepted most of the pieces as repaired even though most are not back to the condition they were when they were picked up in MN. There are five pieces in Portland which claims has agreed to have repaired by the same people that repaired the Steinway case which we had to fight for when we realized that the current local furniture repair person was not able to repair them. There are two outstanding issues that have not been resolved to our satisfaction - our six Amish chairs and our Ethan Allen Solid Brass King Bed headboard and footboard. Six Amish Chairs The claims people have told us that they will not replace the six Amish-made chairs or pay to have them fixed by the Amish furniture company who made them. Their reasons were 1) we did not list that the backs of the chairs were loose on the claim form even though the chairs and much damage to them were listed and 2) because “this type of damage would not typically be accepted, because the cause of the damage is not from the item being mishandled rather from inherent vice”. We received this latest “no” in an email we received at one minute to 5:00 pm last Friday so we had no ability to speak with them about their current “no” until tomorrow, Monday. They have repeatedly sent emails as they are walking out the door to leave for the day making us wait a day or a weekend to talk to them. We listed the six Amish chairs on an addendum to the Wheaton claim form because no way would all of our pieces, let alone a description of the extensive damage begin to fit on your form. When we expressed to a claims person our concern about getting everything documented, she said just make sure the pieces are all on there with as much of the damage recorded as you can. We were feeling very overwhelmed. We initially saw the dings and scratches on examination of the chairs, saw the cracked rung, the loose rung but missed that the backs of all the side chairs were now loose making the chairs no longer stable. You have to remember the number of pieces we were trying to deal with by ourselves and the overwhelming extent of the damage. The local furniture repair person repaired the dings, gouges and scratches and glued the cracked rung, loose rung and the loose backs as best he could. Since the chairs are natural cherry you can still see the damage and one of the backs he glued is already loose again. One side chair rocks from side to side after the loose rung and the cracked rung was glued. We feel that the chairs are no longer solid or stable and that the appearance of the chairs are compromised. We have not signed off on the chairs as acceptable but the claim people feel that doesn’t matter. I called the Manasses Henry Furniture Company in IN who made this Amish set and talked with ****, the owner, about my concerns with the loose backs and stability of the chairs. He told me: “When repairing chairs it is very difficult to use only glue, and get it to stay the way we make them. On all our chairs we use wedges & a special joint wood sweller.” That is why the back of one of the four side chairs that was glued has already come loose. I also learned from **** that this Amish set is still available and that the whole set, table, two arm and four side chairs would now cost $10,453 including shipping from IN. Additionally, these chairs were solid and stable when they were picked up - if you look at the Wheaton driver’s Household Goods Descriptive Inventory under Condition at Origin not a single chair was documented as loose, gouged, cracked - he only showed rubbed and marred. We feel that the chairs should be repaired by the Manasses Henry Furniture Company by having **** come out here and fix them properly. This would have to include travel expenses and he is currently getting an estimate on the cost of repairs based on pictures we have sent him. Wheaton could also replace the six chairs though the patina on the chairs would be lighter than the table since the wood is natural cherry with only a danish oil finish. (Claims have already refused to replace the whole set so the patina would match.) Both would probably be about the same price. We would prefer that **** from Manasses Henry repair the pieces rather than get new chairs. This way the patina on the table and chairs would match. Ethan Allen Solid Brass Bed We were told by the local furniture repair person that the brass bed was not repairable. There are many chips and scratches on the top horizontal piece of the footboard. This was purchased in 1985 for $2,299 plus tax which in today’s dollar is $5,418. We did talk with a company in Bend, OR that does brass powder coating. The person we spoke with initially told us he could re-coat the bed for about $1,500 - 2,000 but would need pictures to determine a more accurate estimate. When he received the pictures he said he could not repair it because there were too many pieces and the quality too high to make it look like it should. We appreciated his honesty. There are no comparable solid brass beds of the same quality and design as we have. Ethan Allen no longer makes these beds because of the high costs to make them. The closest comparable bed we found is sold by ******* * ******* in NY for almost $6,000.00 but we found none of their designs even close to the look of our bed. Claims told us they found a comparable bed for less than $3,000 but have yet to tell us what they found. Claims first offered us a $500 appearance allowance but in their Friday email raised that to $1,500 but made it sound like this would only be good if we accepted no replacement or fixing of the chairs and signing off saying that Wheaton was blameless. We can not do that. We need to see their comparable bed which we find hard to believe is the quality of our bed which no Wheaton person has seen. We feel the amount they are offering is too low. We also can not sign any document that says Wheaton is blameless. When things are repaired replaced and appropriate appearance allowance given we would be willing to sign a release of any more liability to Wheaton. Wheaton claims that there was no accident in our move but clearly something happened between when our furniture was picked up in MN and when it was delivered in OR. We called the driver to ask him what happen and he immediately became very defensive and said he is just trying to make a living. Joe, our driver is the only one who knows what happened and he is not talking. We need to know what happened and feel we deserve to know. We have been told that we are too particular and too sensitive. We are honest people who only want this nightmare to end and to have our furniture restored to how it was before Wheaton moved and damaged it. We have already conceded on so many pieces and accepted them knowing that the repairs did not bring them back to how they looked before we moved. The long deep pressed in place on the Steinway case is still there much better than before the repairs and from the top it is barely noticeable but I know it is there. There are still some inside rough edges and the scratched brass pedal much better but not what it was. This breaks my heart. We also feel due to the overwhelming extent of the damage and all of the time we have had to put into this furniture nightmare and the anxiety and stress this has cause us that we should get all of our moving expense money back. The only way I can describe what happen is to say it is like all of our furniture was placed in a very large bowl with no padding, shaken around and then thrown into our house. We packed all of our own boxes - over wrapping, double boxing the more fragile figurines, pottery and fine crystal and china. Not one single thing we packed was broken or even chipped. Another puzzling thing - the triple mirror above the triple dresser, which was detached and packed in a mirror box has not a scratch on it. We have already lost so much - pieces we worked hard to buy and many of which have much sentimental value to us. We only bought the best and we took care of it. Moving is anxiety provoking in itself. The way we have been treated and the amount of work that we have had to do has increased this anxiety many fold. We have not slept well for the last two months because of the way our claim has been handled and how we have been made to feel - like we have done something wrong. The only thing we did wrong was to trust Wheaton. We have put our lives on hold for the last two months feeling isolated and alone because we have not been able to settle in and get out and about to find ways to meet people and make Bend, OR our new home. We would like this all resolved within a week so maybe we could enjoy Christmas. We moved here to be closer to our girls in WA and CA. Our first grandchild was born on November 7th to our daughter in CA. We want to be able to focus our time not on this furniture nightmare, but on our girls, their families and this new grandson we have been blessed with. And we want to be able to focus on making a life for ourselves in Bend. In summary we want: - A higher appearance allowance for the brass bed in keeping with a replacement value of $5,418. - Wheaton to pay for the repairs plus travel expenses for **** from Manasses Henry Furniture Company in IN to repair our six Amish natural cherry chairs or replacement of the full set to include the table and six chairs (two arm and four sides) at a cost of $10,453.00 including shipping. - Payment for the repairs plus transportation for five outstanding pieces in need of repair already approved by Wheaton Claims and already picked up by ********** ****** in Portland. - Full refund of our moving cost of $13,474.20. We need your help to get this resolved fairly and quickly. We appreciate your concern and your consideration. We are attaching our claim form and three addendums as well as the quote from Manasses Henry Furniture Company. ****** and ******* ***** Claim #********* ***** **** ******* ***** ****, OR 97701 507-******** ************

Desired Settlement: Repeated from the "In summary we want:" section at the end of the Tell Us About Your Problem section above. In summary we want: - A higher appearance allowance for the brass bed in keeping with a replacement value of $5,418. - Wheaton to pay for the repairs plus travel expenses for **** from Manasses Henry Furniture Company in IN to repair our six Amish natural cherry chairs or replacement of the full set to include the table and six chairs (two arm and four sides) at a cost of $10,453.00 including shipping. - Payment for the repairs plus transportation for five outstanding pieces in need of repair already approved by Wheaton Claims and already picked up by ********** ****** in Portland. - Full refund of our moving cost of $13,474.20. In other words, to pay for fixing the damage and to refund our moving cost!

Business Response:

Your recent complaint filed with the Better Business Bureau has been forwarded to my attention for review and response.

**** ******** Vice President, Claims and Revenue Accounting completed a review of the damage claim and in an effort to bring this to a close our office has agreed to extend the attached offer. If it is agreed upon, we will have a formal claim release form prepared and emailed to you. Upon receipt of the signed claim release our check will be processed.

Cordially,

***** ****

Claims, Manager

Wheaton World Wide Moving<

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We do accept part of the response received by us from Wheaton on December 30, 2014 from **** ******** in an email.  We accept their offer of an additional $1,200.00 on the brass bed bringing the total to $2,700.00, their acceptance of liability for the damaged Amish chairs and a repair amount of $2,500.00 and their offer of an additional amount of $1,300.00 to cover the sealer coat for the blue table and chairs as well as to repair the damage to the rocking horse.


However, we do not agree to drop our request for full refund of the cost of our move given the overwhelming extent of the damage to our furniture and the inability to repair  our furniture to restore to the “same condition”.  The FRVP coverage we purchased with zero deductible up to $76,000.00 stated restore to same condition or replace.  We do not feel we should pay them to damage almost all of our furniture (over 50 pieces, fewer than 10 pieces were not damaged).  We also have some outstanding issues which we need answers to, before we can come to an agreement which were outlined in a letter sent to Wheaton from us on January 1, 2015.   **** ******** from Wheaton has indicated they received our letter and will respond soon.  


We would, however, consider an appearance allowance, instead of a full refund, to live with the fact that most of our pieces could not be repaired to the “same condition” since we sense Wheaton wants the settlement to come under claims for loss and damage and not under transportation.  This amount would have to be acceptable to us.


We do not feel that Wheaton truly understands the extent of the damage to our furniture.  We never saw the pictures sent to the Wheaton claims personnel by the repair person (we asked Wheaton for copies but they refused our request) and a few pictures for each piece could no way show the extent of the damage to the whole piece.  They should have sent someone out to look at the damage.  This has been a nightmare for us.  


Regards,

****** *** ******* *****

Business Response: Dear BBB:

Since Mr. & Mrs. ***** elevated their claim to our VP of Claims, Mr. ******** replied to the customers.  Attached is a copy of that response.


***** *******
Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. |  Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am uploading two documents that we have already sent to Wheaton via e-mail.  Those two documents detail why the offer is not acceptable.  We are awaiting their response either through you, the BBB, or directly to us.

Regards,
******* *****

Business Response: Dear BBB:

Attached is the letter that Mr. ******** sent to the ****** in reply to their most recent letter.  

Sincerely,

***** *******
Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Attached is file "******** Response to Wheaton Letter Rejecting our proposed settlement-1.pdf" that details what is lacking in Mr. ********* response to resolve our complaint. 

 Regards,

******* *****

Business Response: Dear BBB:

Attached is the most recent response to the dispute from Mr. & Mrs. *****.  This is the final correspondence regarding this matter.  Wheaton has outlined our position and it is our final review.

Sincerely,
***** ******** Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thanks for the information.  I appreciate your being able to change the status of the complaint as it is not resolved.  As I noted on the phone, I just did not respond the last time because Wheaton was only providing you with information that we were already receiving.

We are still pursuing other avenues that hopefully will be able to provide a more satisfactory resolution.

Regards,

******* ***

12/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our belongings were scheduled to be picked up on October 24, 2014. When the truck arrived, it was determined that they did not have enough room. They loaded some of our belongings on the truck and the remainder had to be picked up and taken to Becker Moving's warehouse. We received our first delivery 8 days after pickup. When they unloaded my washing machine, they explained that it had been damaged during loading because the movers that Becker had provided did not use any padding as should have been done. The front of my expensive Maytag washing machine (barely a yr old) is now all scratched and dented and even has pieces of the porcelain around the top chipped off. This machine was in perfect condition prior to the move. We called Wheaton and filed a claim. They did not send anyone out to look at the machine. They sent a check for 123.00. They told us because we didn't buy the extra insurance that we were not for the entitled to anything else. Why are they not responsible for the obvious neglect of their employees in the damaging of a perfect appliance? AN accident is one thing, but neglect and incompetence is another story. In addition, when we called Becker Movers on Tuesday October 28, 2014 for the moving total price, we immediately paid in good faith rather than wait for delivery. Once they got our money, they did not return repeated phone calls t find out when our second half of our belongings would be delivered, which by the way was not until November 9, 2014. Brett at Becker Movers told me it was "not the end of the world and we would get our belongings." This company is a disgrace and their customer service is laughable. I would like something done about this or at least looked into. They need to be held accountable for damaging peoples belongings because of laziness, imcompetence or however you choose to view it. Thank you

Desired Settlement: I would like a new machine. Why should I have to look at a damaged machine everyday when it was perfect before they clearly did not take care in loading it. This is an expensive purchase that I knew would last a long time.

Business Response:

Your complaint filed with the Better Business Bureau has been received in this office. A copy was forwarded to my attention for review and response.

The bill of lading was signed for by you releasing your shipment with valuation coverage of $.60 per lb. and waiving your right to full replacement coverage. I have attached a copy of the bill of lading confirming your desire to release your shipment with the standard coverage.

When you released the shipment with this type of coverage, you agreed to the terms and conditions that govern the settlement of your claim. The letter issued by Ms. ***** outlines the basis for the offer.

Wheaton's liability is limited to $.60 per lb. and there will be no further consideration of your claim. We do understand your frustration that your shipment sustained any damage and we regret that you experienced any difficulties with your move.

 

Sincerely, 

Kathy*******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving / Bekins Van Line, Inc. / Clark & Reid

12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I were moving from Vermont to North Carolina. We had to employ the services of Todd Transportation, located at 25 Curtis Ave. Rutland Vermont (802) 775-2377. This company emptied the contents of my home and stored it at said address. From this location Wheaton World Wide moving loaded the contents of my home into their van and headed to North Carolina. Unfortunately the home we purchased was not ready. We had to then move our belongings into **** located in Greensboro, North Carolina. As the Wheaton truck was being unloaded is when we noticed the damage to our belongings. We were able to make notations on our copies of the invoices. The Wheaton driver had the originals. When we went through Todd Transpotation, we paid additional money to have full replacement value placed on our belongings. Wheaton claims that because we put our belongings into ****, Wheaton is no longer liable for the damage. We know the damage occurred in Rutland Vermont when the Wheaton truck was being loaded. This moved cost us $11640.17, which included $810.00 for full replacement value.

Desired Settlement: To have either Todd Transportation or Wheaton, or both take responsibility for their negligence. A lot of our belongings are antiques and it is hard to put a value. We don't understand why we put full replacement value on a service if in the end no one stands behind their services.

Business Response:

Your complaint filed with the Better Business Bureau has been brought to my attention for review and response.

The valuation that you selected for the move covered your household goods while in storage in transit and during the transportation of your items to NC. Once the items were released to you and placed into the *** storage containers all liability for the safeguarding of your shipment ceased. For this reason it is necessary for the customer to note any loss or damage to the items when possession of the goods is being relinquished. The written notations must be made on the original document that will be provided to the corporate office as a permanent record.

Whenever items are delivered to a public, storage, mini storage facility, or *** containers, the items will be moved again at a future date and the carrier cannot be expected to continue liability indefinitely once the original move has been completed.

When a claim is filed after a subsequent relocation has transpired, it is not possible to

determine at what point and during which relocation the damage might have occurred when no notations were made at delivery.

We regret that you experienced any difficulties with your relocation. Our position of denial must be maintained.

 

Sincerely, 

Kathy *******

Director, Claims & Consumer Affairs

Wheaton World Wide Moving / Bekins Van Lines. Inc. / Clark & Reid

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

******* ******
This is the same lame excuse they gave us, we have seven wittnesses who saw the furniture and boxes were damaged as it came off the Wheaton truck. We were never given the opportunity to write down the details on the drivers copy.  We wrote down descriptions and numbers on the carbons that were provided by Todd Transportation. It is obvious that they did not want us to write damages on the originals.  If you you could see the damage that was done to our furniture, there would be no question as to our claim. We ran a business for 17 years, and when things were not right we made them right. This is not the first time we moved, we know the difference. 

11/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company relocated my household goods from the East Coast to the West Coast. 50% of my furniutre was damaged or completed broken. Also there were many missing boxes including a missing wall bookcase. I have insurance for up to $100k full replacement. The company does not want to acknowledge the missing items nor does not want to reimburse for missing items noted on the claim forms. Instead of replacement value they are offering a reduced price and monies for repairs.

Desired Settlement: I would like full financial reimbursement for all items noted as missing and broken on the claim forms.

Business Response: Dear BBB:

I have received the complaint filed by Ms. ******* ********, # ********.   I have attached a copy of our phone log,  I just spoke with Ms. ******** at 1:29 PM today and told her that I would be reviewing her file with Ms.***** ****, Manager and that we would get back to her today.  Ms. **** is preparing a revised offer of settlement today to e-mail to Ms. ********. 
Sincerely,
 
***** *******Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc, | Clark & Reid

11/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wheaton Worldwide Moving was responsible for shipping my HHG from Port Orchard, WA to Virginia Beach, VA because I was under PCS orders. During this shipment of HHG, their movers managed to damage several of my items that were all recently purchased within the past 18 months and barely used. I submitted my claim online and an auditor came out to the house to look at the damaged goods. I am completely disappointed and disgusted with the way they handled three particular items in my inventory. First is a 50 inch Samsung Smart TV that I purchased as a gift to myself four months after returning from my tour in Afghanistan. The TV was pierced and unusable after it was improperly handled by the company. Wheaton responded by offering me $681.48 for a "like kind" TV they found on amazon.com. I did not purchase a like kind TV online nor do I want anything less than what I originally purchased. In addition to that, that was all it said. They failed to say what kind of TV it was, the quality or the name of it. Second, is a pair of five inch nude pumps that I bought from an Aldo Shoe Store in the Tacoma Mall. I had worn these shoes twice, no more than a total of five hours. The nude pumps are no longer available because they are out of season, but I did show the auditor their equivalent which are called Pietraforte and listed as $104 right now. Wheaton offered me $45. The clutch that matches the shoes is on sale for $90 right now. Finally, I had a queen size bed that was used for my mom when she visited and was going to be her bed when she moves here next summer after her final cancer treatment. I had bulk disposal pick up the bed because I have a small child in the home and did not have any room for it. I have a before picture, the contact information for when it was picked up and the movers information that can all verify that this bed was damaged beyond repair, but because it was not actually seen they are refusing to refund me, although I showed the auditor the exact bed online. They are not willing to do the leg work because they know they will owe me the money for damaging my belongings.

Desired Settlement: Not only do I want an appropriate amount of money to replace my damaged HHG, I want a sincere apology from this company. I have served my country for over 14 years and completed two deployment in support of Operation Iraqi Freedom and Operation Enduring Freedom. I have moved from several overseas locations and not once has anything ever been damaged as excessively at it has with this single move.

Business Response:

A copy of your recent Better Business Bureau complaint has been received and forwarded to my attention for review and response.

Ms. *****, I have conducted some Internet research and have found that the TV is still available through Amazon at a price of $681.48 with free shipping. This is the exact replacement for the TV that was damaged in the move.

I have increased the offer for the shoes to $104.00 which is the amount you requested in your email of 10-17-14 to Ms. *****.

The repair firm indicated that the bed could have been repaired had it not been discarded by you prior to his inspection. I have included a repair allowance of $250.00 in our updated offer of settlement.

Ms. *****, I do apologize that you experienced any difficulties with your relocation and that our service did not meet your expectations. Attached is our full and final settlement offer in the amount of $1,910.48.

Please sign the attached release form on the line indicated "Claimant" and return the signed release to my attention.

Since you transferred the headboard to the MCO (Military Claims Office), you will need to contact the DPS "help desk" and have that item reinstated as offer pending or under review so that we can update our offer of $250.00. Once that has been accomplished you will also need to update your acceptance of each item offered in DPS prior to the issuance of the check.

Sincerely,

***** *******,

                  Director; Claims & Consumer Affairs

                   Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid


 

 

 

                  

9/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hired this company to move cross country and it was a complete disaster. When the movers were unloading our belongings, the driver and one of the movers got into an argument about money, the mover threatened the driver with a gun and the police were called. The mover intentionally dropped our dryer and destroyed it. We feel that under these circumstances, we should be compensated for the dryer. This incident threatened the safety of our family and it is completely unprofessional and uncalled for.

Desired Settlement: $1189, Cost to replace damaged dryer

Business Response:

I understand that you experienced difficulties with your relocation and the delivery personnel. I have also been made aware of the damage that occurred to the dryer. You released your shipment with valuation of $.60 per lb per article thereby limiting the carrier liability to $.60 times the weight of the item or items damaged. Attached is a copy of the bill of lading with your signature confirming your desired valuation.

 

I have also been made aware that you decided to purchase a brand new dryer and did not have the damaged unit inspected to determine if it could be repaired. Although our liability is limited to $.60 per lb per article, the driver did acknowledge the damage and offered to reimburse you for the difference between the repair cost and our allowance at $.60 per lb if you obtained an estimate for the repair. It is my understanding that a claim form has been sent to you; however, we have yet to receive the completed claim form. Upon receipt of the completed claim form you will be notified of the amount of our settlement.

 

Please accept my sincere apologies that you and your family experienced any difficulties with your relocation and that it is necessary for you to file a claim. The concerns that you have expressed with your delivery are not typical of the service that we provide and corrective action has been taken.

 

Sincerely,

  ***** *******

Director, Claims & Consumer Affairs

8/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I hired Wheaton representing Bekins Moving Company to move my possessions from Crown Point Indiana to Middlebury CT. Aside from not reimbursing me for items broken (.60 per pound settlement) which were many, they have a clause which states if they do not inform you of a change in delivery dates or are late delivering items you will be reimbursed for costs incurred from the delay (two days). Wheaton sent a check for $154.00 and will not talk to me or take my calls.

Desired Settlement: Adjustment in moving settlement for costs incurred due to non notification of delivery date change, two date late delivery and living costs de to the late delivery.

Business Response:

A copy of the complaint you filed with the Better Business Bureau has been forwarded to my attention for review and response.

I have reviewed the claim settlement and must maintain our position for the amounts allowed for the claimed items. You released your shipment for transportation with valuation coverage of $.60 per lb. per article. Attached is a copy of the signed bill of lading confirming your desire to release your shipment at $.60 per lb while waiving the replacement coverage. The standard coverage of $.60 per lb is included in the transportation rate and is at no added cost to the consumer. If replacement coverage was desired, you were provided with the opportunity to sign for and pay for that coverage.

In response to your request for delayed delivery compensation, I forwarded your request to our customer service department and was advised that a check is being issued to you for the 2 day delay. You will be receiving a check for $300.00 within 7 to 10 days.

Please accept my sincere apologies that you experienced any difficulties with your recent relocation. We do strive to provide exceptional service on all relocations. We appreciate that you took the time to voice your concerns.

Sincerely,

 

***** *******

Director Claims & Consumer Affairs

Wheaton World Wide Moving Bekins Van Lines, Inc. I Clark & Reid

 

 

7/8/2014 Problems with Product/Service
7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Wheaton Worldwide through a local Agent, Aladdin Storage in Santa Rosa CA, to move my belongings from Richmond CA to Sammamish WA. In one of my initial conversations with Aladdin, I asked them when I should have my belongings picked up to have them delivered on or close to June 18th 2014. Aladdin called a Wheaton representative handling my order (***) and asked them when we should arrange this., We were given a pick up date of the June 14th, to arrive on the 18th, and while we were given a window, we were told that this is customary, but we were assured since Wheaton themselves had given us an estimated pickup date to accomplish our June 18th goal. After we committed to the move with Wheaton we were called and notified that there was a delay and our belongings would not arrive until the 25th (The very last available date on the contract) Aladdin had initially picked up and stored 50% of our belongings so we could have our house uncluttered to put it on the Market, when Wheaton delayed their pickup date, Aladdin picked up the rest and also put it in storage with the rest of our other belongings waiting for the Wheaton driver to pick it up. I was there during both pickups by Aladdin and watched them pack up to move everything to storage with the utmost care and professionalism. We sold our house in CA which closed on the June 16th and were expecting to close on our new house in WA on the 17th, because of the delay, we had to sleep on a blow up bed while waiting for our belongings, This would be bad enough, except I have chronic neck pain from Arthritis, another reason for our timing. After we arrived in WA, we decided to take advantage of the 25th arrival date and have new carpet put in a couple of rooms. On the 23rd the Wheaton Driver ***** called and wanted to drop everything off on the 24th, the day we had arranged for the carpet to be installed. We told him that it wasn't possible because of these reasons, and that he should drop off our belongings as we were told, on the 25th. ***** sounded disgruntled and unhappy about it, but agreed to drop things off on the 25th. On the morning of the 25th at around 10:00am our belongings arrived, and were unpacked and placed in our home. During the initial arrival, ***** told me that I should check against the inventoried numbered list Aladdin made when they picked up my belongings. He disappeared to the back of the truck while his co-worker started bringing in some boxes. It was then I started noticing that the numbers were not all matching up with the listed inventory, like they had been swapped out. ( I had originally checked the list with the Aladdin Agent while they were organizing the move to storage and it was perfectly accurate) After about 10 minutes or more, ***** comes out of the back of the truck and starts helping with our belongings. I noticed a couple of scratches and dings on my belongings coming in but not too closely and it wasn't until a set of drawers came in that were broken and beaten up that I started looking through everything carefully. All of our belongings were mistreated and poorly taken care of, everything had a scratches or dings or were completely ruined. According to the Aladdin invoice there are 3-5 boxes missing which we are still trying to determine.The Wheaton driver ***** started snotting on my driveway by holding his nostril and blowing the other one in my yard, after 3 or 4 times and some spitting too, asked him to stop doing it. He said ok and then did it again 5 minutes later and continued with this behaviour until he was done. At the end of the delivery, ***** came in with a small coffee table that had belonged to my Grandmother, and then my mother who passed away very unexpectedly to stage 4 Lung Cancer last year. He showed me where the leg had been broken off and glued, and blamed it on Aladdin (rather ridiculous since the glue was still completely wet and would have dried over the journey from CA). He showed me invoices that he claimed to have written up when he picked my belongings from Aladdin and allegedly viewed the damaged belongings when they were loaded. It is quite obvious that he wrote these up as he was looking at all the damage at the beginning before they were unloaded, the ink was too fresh and I watched Aladdin wrap everything up when they took it. A couple of days have gone by and we have had a chance to go through our belongings to see the extent of the damage. Our brand new custom kingsize wood bed is full of scratches and dings, luckily we can prove this because I took a string of pictures with the Aladdin guys as the bed was being dismantled so that we could put it back together properly. I have a new Kingsize 4" foam topper that is full of holes And dirt with a huge boot print in the middle of it. The Dining room chairs and table that my mother and my wife's mother split for our wedding gift is full of scratches and dings. This is sentimentally irreplaceable as are many other ruined items, I refuse to pay for this service. I hired a company to move my belongings expecting professionalism and experience to take care of my personal property, they did the complete opposite. While I expect everything to be replaced by this insurance, I also believe that they did not honor the contract we signed. My belongings were not ruined due to an unpredictable circumstance or accident, but due to mistreatment and the proper care they advertise they take.

Desired Settlement: I expect to have no charge for a service that was not performed as agreed, and my damaged belongings to be replaced by the extra insurance that I purchased. I want a letter of apology from Wheaton for my personal belongings I will never be able to replace, and I want a written apology from the Wheaton driver ***** for spitting, snotting, lying to me and the general mistreatment of my belongings.

Business Response:

I have attached a claim form so that you can complete the form and return it to this office. Upon receipt of the claim form, the adjuster will assign a repair firm to inspect and/or repair the damages claimed. Please list all items that you wish to claim including the boxes that you mentioned as possibly missing. Our tracing department will conduct a search for the items to determine if any items might have been mis-delivered.

I have also made our dispatch department aware of the driver's conduct at your residence so that he might be counseled about his actions while at a customer's residence.

In response to your request to receive a refund of the charges, the charges for the relocation cannot be refunded. The transportation service was provided regardless of the quality of that service. Federal law requires the carrier to collect all applicable tariff charges and any refund of those charges would be deemed a violation of federal law. Such violations are subject to criminal and civil penalties.

Please accept my sincere apologies that you experienced any difficulties with your relocation and that our service did not meet your expectations.

Sincerely,

Director, Claims & Consumer Affairs

Wheaton World Wide Moving Bekins Van Lines, Inc. I Clark & Reid

Enclosure:         Claim form

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While Wheaton did indeed provide transportation, they grossly misrepresented themselves as a company who would be professional and take care of my belongings during the transportation process. These belongings were not accidently damaged, were not involved in an accident, but mistreated without any regard for their actual or sentimental value. When on my property, the driver as a representative of Wheaton Worldwide, deliberately lied to me and performed behavior which potentially put my family and neighbors at risk due to the unhygienic nature of his actions. I do not ask Wheaton Worldwide to break the law and reimburse me,  but I expect compensation for the lying, the risk of danger due to improper hygiene, and for the sentimental value that is not replaceable due to deliberate mistreatment of my belongings.

I have received a form to fill out for reimbursement for damages. I paid extra to have my belongings insured against accidental damage (I'm not sure how deliberate damage is handled) but after having read pages full of complaints at Yelp yesterday, I am dubious about proper reimbursement for my belongings.

Regards,

****** ***

 

 

6/25/2014 Problems with Product/Service
6/4/2014 Problems with Product/Service
5/19/2014 Problems with Product/Service
5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company moved items from Dayton, OH to Hockessin, DE and upon delivery, several items were severely damaged from this move. Specifically, a heavily damaged antique secretary cabinet worth over $4,500. Cabinet is also missing a plank which has further negatively affected its value. All items transported were insured for a maximum value of $13,200 and company will not pay for insured damage to the cabinet even though the damage falls below maximum coverage. I have several saved emails and voicemails from CEO, ***** **** Wheaton agent in Dayton ensuring that all items, especially cabinet would be shrink wrapped, blanket wrapped and carefully transported to Delaware. Upon delivery, cabinet was not shrink or blanket wrapped and I was told by the drivers that cabinet was unloaded at wrong destination and moved several times to/from truck causing further damage. I have voicemails from the drivers confirming this as well. Origin agent CEO was very rude and belligerent when this information was brought to his attention. I have spoken to Wheaton WW HQ CEO regarding other issues from this moving experience and have been treated rudely by him as well. Upon delivery of items, the contract language "state of the goods received" was crossed out by driver AND signed by driver when I immediately noticed damage to secretary cabinet. Both agent and Wheaton corporate have acted in an unprofessional manner with regard to handling this move and the damaged items.

Desired Settlement: I am seeking full reimbursement from this move due to the extensive damage of this antique cabinet. The appraisal from 1976 values this item at $4500 so asking for full reimbursement from this move of 2064.51 is more than fair. I will gladly sign legal releases for a prompt and full refund.

Business Response:

Per our recent phone conversation and your complaint with the Better Business Bureau we have agreed to assign a 2nd repair firm to inspect the items outlined on your claim form. Upon receipt of the inspection report our office will further review your claim.

Should you have any additional questions please feel free to contact me directly at 800-932-7799 ext. *** or via email at **********@wvIcorp.com

Cordially,

Claims, Manager

Wheaton World Wide Moving

 

5/5/2014 Billing/Collection Issues
4/16/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service | Complaint Details Unavailable
1/29/2014 Guarantee/Warranty Issues
1/22/2014 Problems with Product/Service
1/13/2014 Billing/Collection Issues
12/23/2013 Problems with Product/Service
10/22/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the course of my families move from Colorado to Kansas, we had four pieces of furniture that were broken/damaged: a couch, two end tables and a ottoman. Our contract called for no deductible so we reported the claim to Wheaton. Their local repair partner fixed the two end tables and the ottoman. The couch had stains and torn fabric at the front left corner (very visible). The repair company put a piece of fabric underneath the torn area to fix it which looks horrible. After I complained, Wheaton sent us a check for $100 to close the claim on a couch that cost over $1000; this is not acceptable.

Desired Settlement: I would like the full refund of $1000 on the couch given the torn fabric cannot be repaired and the location of the tear is on the front section (very visible).

Business Response:

Mr. *******, I have reviewed the claim documents and the information that you provided with your claim does not include any supporting documentation for the value claimed for the couch. If you could provide an original purchase receipt or the name of the store where you purchased the couch along with the manufacturer name, I will be happy to review and reconsider our offer of settlement.

The adjuster offered a cash allowance based on the information she received from the repair firm assigned to repair the damage. They stated that you would accept an appearance allowance. Upon receipt of the information, I will review the claim and reply to you directly.

 

Director, Claims & Consumer Affairs

Wheaton World Wide Moving |Bekins Van Lines, Inc.

8/19/2013 Problems with Product/Service | Complaint Details Unavailable
8/13/2013 Problems with Product/Service
7/26/2013 Problems with Product/Service
7/18/2013 Problems with Product/Service
5/1/2013 Problems with Product/Service
4/29/2013 Problems with Product/Service
4/27/2013 Problems with Product/Service
3/5/2013 Problems with Product/Service
3/1/2013 Billing/Collection Issues