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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 affect 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 55 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

55 complaints closed with BBB in last 3 years | 23 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 2
Delivery Issues 14
Guarantee/Warranty Issues 1
Problems with Product/Service 37
Total Closed Complaints 55

Customer Reviews Summary Read customer reviews

20 Customer Reviews on Wheaton World Wide Moving
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 16
Total Customer Reviews 20

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. Mark Kirschner, CEO Mr. AJ Schneider, Executive Vice President Ms. Eileen Mishler, Director, Agency Administration
Contact Information
Principal: Mr. Mark Kirschner, CEO
Customer Contact: Ms. Eileen Mishler, Director, Agency Administration
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)

9/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Not all items on Wheaton World Wide Mover's service order #********* were delivered from Houston to Las Vegas: 1) Table Saw was listed on your Cube Sheet at the time of the estimate and was not transported 2) Six Cartons were listed on the Cube Sheet at the time of the estimate and only five were transported. Sixth carton should have been shop and yard tools. I sent their agent an email indicating that his crew mark-off all items before leaving the premises in Houston and if there were any discrepancies to please give me a call. I did not receive any communication. As a minimum, I would like Wheaton World Wide Movers to follow through with their contract and transport the items that I already paid for from Houston to Las Vegas. .

Desired Settlement: Either ship the two items that they agreed to ship to me under contract, or refund me the cost of shipping these two items based on your rate of $0.60 per pound and a 1000 lbm minimum = $600.

Business Response:

Your complaint filed with the Better Business Bureau (ID ********* has been received and a copy was forwarded to my attention for review and response. I have reviewed the documents which are included in your relocation file.

 

In your complaint with the BBB you stated that there were two items which were not loaded from the origin residence during your relocation. As you are aware, you were not present when your shipment was loaded. As stated on the Estimate / Order For Service which you signed on August 16, 2016, (copy attached):

 

SHIPPER HEREBY ACKNOWLEDGES THAT IF HE/SHE IS UNABLE TO BE PRESENT AT ORIGIN/DESTINATION THAT HE/SHE SHALL HAVE A REPRESENTATIVE PRESENT WHO SHALL HAVE FULL AUTHORITY TO ACT AND TO EXECUTE ON SHIPPER’S BEHALF.

 

Your appointed representative at origin performed a “walk thru” with the driver to ensure that all items had been loaded. Your representative also signed off on the order paperwork acknowledging that everything had been loaded. Further, your shipment charges were based on the minimum shipment weight under our commercial tariff. Reducing the weight of your shipment would not result in a reduction of price – since the price is already the minimum that we would charge on this shipment.

 

We have complied with the terms of our contract. Please accept our apologies that you experienced any difficulties with your relocation.

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.

[See email attached where I specifically asked Joshua C******** with Queen Moving to let me know if there were any items on the list that were not on the truck. He did not notify me that two items on the Cube Sheet were not being shipped.]

Regards,

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

9/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had hired Wheaton Worldwide Moving for my cross country move from Albuquerque, NM to Lafayette, LA. They packed and picked up the belongings in February and delivered in March. I had purchased a full replacement insurance package for my contents in the amount of $ 47,000, and had paid extra for this option. When we unpacked and looked at the stuff, we found numerous damages on many of the furniture items, and many items were broken. They broke my sofa, which is a sectional sofa, bought from Laz Y boy. They also badly damaged my dining table, which was acknowledged by their truckers while packing. When I contacted them to let them know of the damages, they would not return the phone calls. I had to call the client rep to make them call me back, since the number they gave me, you could only leave messages on, and no one would bother to return calls. Then they said, that they would send someone to inspect, who would not show up and not return calls either. It take me a month to be able to get in touch with him, and once he promised to come one day, and did not bother to show up. Finally, when he came, he did acknowledge all the damages, including damages to the sofa, and the table. They have also scratched my expensive wooden flooring badly. Once this guy submitted his inspection findings to the company, then they went back to their business again, and became dormant, and would not return calls, or answer back. Again, I had to call the client rep to be able to make them respond. Still they never returned phone calls, and sent a check for $ 355, which is no whey close to the damages of $ 6700 claimed on the damages' form. They are refusing to acknowledge any damage from their wrongdoing and are squarely washing their hands off. Extremely unprofessional, and unethical company, with greedy people, who only want your money. No quality of service or any customer service.

Desired Settlement: Either repair my broken items, or replace them. Take care of my scratched flooring.

Business Response:

Your complaint filed with the Better Business Bureau (ID ********) has been received and a copy was forwarded to my attention for review and response. As you are aware, we have already responded to you on August 18, 2016, in regard to the complaint which you filed with the Federal Motor Carrier Safety Administration (FMCSA). I have again reviewed the documents which are included in your relocation file, including the correspondence related to your claim for damage.

 

Attached to this response is a copy of the Wheaton Bill of Lading, which shows your signature and/or initials in four separate places. On the Bill of Lading document, you selected the Full (Replacement) Value Protection level of coverage for your shipment. As stated on this document, page 2:

 

If any article is lost, destroyed, or damaged while in your mover’s custody, your mover will, at its option, either: 1) repair the article to the extent necessary to restore it to the same condition as when it was received by your mover, or pay you the cost of such repairs; or 2) replace the article with an article of like kind and quality, or pay you the cost of such a replacement.

 

Also stated on the Bill of Lading, page 3:

 

Wheaton shall be liable for physical loss or damage to any articles from external cause while being carried or held in storage-in-transit.

 

Your shipment was delivered on March 8, 2016, and a claim file was opened on approximately May 2. Wheaton’s Claims Department assigned a repair firm to inspect the claimed damages to your goods – this inspection was done on May 26, 2016. Based on the repair firm’s recommendations, your original claim, and the documentation contained in our file, a settlement letter and a settlement check were issued to you on June 30, 2016, (copy attached.)

 

As stated in the settlement letter, four of the claimed items (mirror, Buddha, photo, and laundry basket) were paid for the amount that you had claimed. The settlement check included amounts for repairs based on the repair firm’s inspection for two of the claimed items, ($40.00 for the picture and $125.00 for the bed frame.)

 

Regarding the claim for the sofa for $4,500.00, the repairman found no external damage or other evidence to suggest that this piece of furniture had been damaged during transit and while the sofa was in our care. Regarding the claim for the dining room table for $500.00, the descriptive inventory prepared for your shipment at origin indicates a considerable degree of pre-existing damage of the type which you claimed. At delivery, there were no notations confirming any new damage while in our care. Since we delivered both of these articles in the same condition as we received them, liability must be declined.

Regarding the damage claimed to the sport coat, we cannot confirm that this is transit damage and must decline liability.

 

Regarding the damage to your wooden floors, as stated in our settlement letter, no notations regarding property damage to your residence were made at the time of delivery, and any liability for this is therefore denied.

 

We apologize if you feel as though your telephone calls were not returned in a timely manner. In our claims department, as in all departments of our organization, we strive to respond to all communications in the order that they are received. When the claims adjuster needs to have a repair firm inspect the customer’s goods, it can sometimes take more than a week to schedule and complete the inspection. Specifically, with regard to our response to your claim for damages, please note the following approximate dates:

 

               Claim file was opened                                   05/02/2016

               Inspection completed by repair firm          05/26/2016

               Settlement check mailed to you                  06/30/2016                       

 

Please accept our apologies that you experienced any difficulties with your relocation.

 

 

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.



Regards,

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

9/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Wheaton Van Lines to move the contents of my house from CA to VA. During the move my good were moved into temporary storage for a brief period of time. When they were delivered to my new home, one of the boxes was missing. I have been trying to negotiate with them over the past 3 months and they continually refuse to acknowledge my box as missing. I have sent them copies of their own delivery forms which clearly shoe the box in question was not "checked off" as received and still they refuse to acknowledge it. I sent them a list of a few items I know were in the box (cordless drill, air mattress, etc.) which are not high dollar items but since it was a "self packed" box and they do not acknowledge delivery they don't accept our listing of the contents either. To make matters worse, they refuse to return phone calls, emails, or any other form of correspondence. They instead send letters stating "we consider this matters closed". I have even escalated to their supervisory level; and they do not return calls either.

Desired Settlement: I think it only fair they process some sort of settlement for the missing box/items. We have definitively proved it was not delivered using their own processes which they refuse to acknowledge.

Business Response:

Your complaint filed with the Better Business Bureau (ID ********) has been received and a copy was forwarded to my attention for review and response. I have reviewed the relocation documents associated with your move from Visalia, California, to Fairfax Station, Virginia, including the correspondence related to your claim for damage.

 

Please accept our apologies that you experienced any difficulties with your relocation. As of this date, Wheaton Van Lines has issued a total payment to you of $1,317.18 as settlement for your claim for damages. Wheaton’s Claims Department assigned a repair firm to inspect the claimed damages to your goods – this inspection was done on May 26, 2016. Based on the repairman’s recommendations, your original claim, and the documentation contained in our file, a settlement letter and settlement check were issued to you on June 21, 2016.

 

The claim adjuster reviewed your claim file a second time when you disputed the original settlement. As noted in your settlement letters, (dated June 21 and June 28), from the original list of claimed items, six items were settled at the claimed amount. Two items were settled based on repair estimates from the repair firm’s inspection.

 

Also, as stated in the settlement letters, regarding the items claimed as missing, at the time you received your shipment there were no notations made confirming that any of the cartons were opened or tampered with in any way. There is nothing to confirm that a shortage occurred; therefore, liability for these items is denied. There were also no notations made at the time of delivery regarding damage to the flooring by the movers; therefore, liability for this is denied.

 

Again, please accept our apologies that you experienced any difficulties with your relocation.

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 respectfully disagree there is no documentation stating no cartons were missing at the time of delivery.  I have previously supplied to Wheaton copies of their "bingo sheet" which clearly show the missing carton was not checked off as delivered.  There was no other means to document a shortage at the time of delivery as cartons were spread throughout the house.  While I appreciate the recognition of the damaged items, the missing cart still has not been addressed.

The customer service aspect of this has not been addressed either.  I have left 3 voicemails and 2 emails to the supervisor of the adjustors and she has not even acknowledge receipt of any correspondence.  this is a pattern for this organization as the original adjustor operated in a similar fashion, issuing settlement letter without prior discussion or acknowledgement of acceptance.

I still request additional settlement for my items that were not delivered.

 

 

 

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


Business Response:

Your response to the Better Business Bureau regarding complaint ID ******** has been received. I have again reviewed your relocation documents, and your claim file. Please refer to your copy of the Household Goods Inventory form prepared for your relocation – as this is the controlling document for noting loss and damage. The inventory form shows that you checked off item #*** – the carton which you claim as missing - as received at time of delivery.

 

Therefore, we respectfully maintain our denial of this item claimed as missing. The total amount of claim settlement which has been sent to you as of June 28, 2016 is $1,137.18. We consider your claim closed at this time.

 

Please accept our apologies that you experienced any difficulties with your relocation.

8/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On June 8, 2016 my boxes were delivered to my home. We moved from Illinois to Florida. I noticed during the delivery that some of the boxes were being delivered off the truck soaking wet. Some of the boxes literally fell apart in my driveway with the items falling out of the boxes on the ground. I had to carefully inspect each and every item as they were coming off the trailer because the movers were trying to just slip in wet boxes and not let me know. Apparently there was some sort of leak in the trailer or some sort of problem with it but the boxes were being delivered wet. I contact my rep Illinois and he proceeded to tell me that someone from the corporate office would be calling me. I started trying to reach someone three hours into my move no one contacted me for seven hours after leaving message after message with my rep. I kept telling them that I would not sign the paperwork and sign off on the charges being approved to my American express until I spoke with someone about some sort of discount. I finally reached the manager of customer service after speaking to three other people and she told me there would be no discount, all I could do was claim the items that were not acceptable in the claims process. She told me she was the final boss and the final decision and owner of the company I told her I didn't believe her but she said unless I signed the paperwork they would not even accept any sort of claim from me. I then started leave messages for the CEO of the company. The CEO had a vice President contact me who laughed at me when I told him that I wanted a discount off the load. He told me that they do not do that and that there was no one else I could speak to about it. I informed him that I would keep calling every day until I spoke to the CEO of the company. The next day I spoke to the CEO of the company who tried to explain their position and tell me that everything could be claimed through the claim process and offered me $500 of a discount, but with this discount it would also include me signing a nondisclosure agreement to not say anything bad about their company. I informed him that I needed to discuss with my husband I asked the CEO for $1500 and told him I thought that was fair. I explained that they were negligent and with there being a hole in their trailer and that my goods should've never been delivered wet. Because of everything being wet, I had to do 40 loads of laundry and wash everything immediately and try and get the smell out of the clothing purses etc. I went back to him again and asked him for at least $1000 and he told me no $500 would be what he would give so finally my husband said give it up and accept the $500. I did and then he sent me a nondisclosure agreement a five page agreement that I gave to my friend who is a lawyer and she said don't sign it for $500. I was negotiable before and was willing to work with them but it took a lot of time and effort to do it. I was dealt with very unprofessionally until I reached the CEO. Although he was extremely professional he was not amenable to what I believe to be a fair resolution to the process. I have now contacted American Express and asked for a $2000 credit off the original $6900 charge. I have decided to let them deal with Wheaton if they don't want to deal with me more fairly. As I explained to the CEO this was not an accident , but negligence on their part because they had a hole in their trailer that leaked onto our goods and I definitely should be given compensation a percentage off of what I paid for the original delivery prices.

Desired Settlement: I would like a $2000 credit to my American Express card and this should have nothing to do with the claims process for the items that were damaged.

Business Response:

Dear Ms. *******:

 

Your complaint filed with the Better Business Bureau (ID ********) has been received and a copy was forwarded to my attention for review and response. I have reviewed the relocation documents associated with your move from Minooka, IL to Pompano Beach, FL, including the correspondence related to your claim for damage.

 

My apologies for not responding sooner to your Better Business Bureau complaint. However, our Director of Claims, and our legal counsel have both been working with you and your husband to reach a settlement with you. As you are aware, the payment dispute that you filed with American Express for your relocation charges was resolved on August 3, 2016.

 

As of August 16, 2016, Wheaton Van Lines has issued a total of $2,250.00 to you as follows:

 

               $1,750.00 (check #’s ******* and *******) in compensation for cargo damage

               $500.00 as a credit to your American Express card for inconvenience

 

Please accept our apologies that you experienced any difficulties with your relocation.

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are writing to document our recent experience with Wheaton Worldwide/Van Lines, which resulted in numerous inconveniences in our cross-country moving process, for which we seek some form of monetary compensation, and at least the price of the box that we were not able to ship and had to take with us on American Airlines (attached receipt per your attention already sent, $150 purchase value). On Monday, August 8th, 2016, we were assisted by ‘packers’ Terence and Frank, who were only with us at our property for half the day. Although we thought their work was fast, we did ask them if a few items—including 8 heavy ceramic plant pots—that still remained at the end of their ‘job’ needed to be packed, and their reply was that the ‘movers’ would assist us the following day, on Tuesday, August 9th. I spoke with Ashley L****, Office Manager of the Jupiter, FL, Wheaton location, on August 9th, as we were waiting for the movers to appear the following day, surprised to hear when Ashley said that the movers actually would not arrive until Wed., August 10th, to do the remaining work. I also asked Ashley about her opinion in scheduling our cleaners/cleaning service for August 10th, and given her response, scheduled them for 12:30/1pm as the movers would likely be finished with their work by this time. Come the following morning of August 10th, when Ashley said that the ‘movers’ would appear between 8 and 9am in the morning—the team arrived at approximately 9:30am, and with the ‘wrong U-Haul truck’, which had not been checked and still had remaining cargo or items in the back of it! Del R**, the head of the team, had to return to the Jupiter location with a new truck, which did not happen until 11:30am! Thus, 2 precious hours were lost in this unprofessional process. Del R** returned—and although a capable team head—mentioned to us that the packers had not adequately finished their job with us on Monday, leaving various items—as mentioned—still unpacked. My husband and myself assisted Del R** as quickly as we could, and Del R** called the office so that another packer would arrive and assist with the job. As this was a ‘quick and dirty’ operation to finish on Wednesday, we were unable to finish putting a few remaining items in the truck, to be told by Del R** that it had ‘already been closed up’; as mentioned, this resulted in us having to ship an additional box on American Airlines, for which we provide(d) proof of receipt, also proof that Wheaton did not fulfill their contractual obligations to pack and deliver all of our belongings. On this same Wednesday, my cleaners’ start of work had to be delayed until 2:00pm, with the ** ***** team of 4 (supervised by Owner, **** ******) working as quickly and as diligently as possible, around the movers still present at the property. Because of this delay, we were also late in setting out for Miami International Airport to catch our 8pm flight, which was missed. Thus, our departure was delayed one evening, resulting in additional charges for our rental car at both departure and arrival locations, as well as purchase of sleeping supplies due to our empty, bed-less property. We are assured that you will recognize these elements worthy of consideration in our request for fair monetary compensation in an already stressful moving process. Thank you, ****** *** ****** ******

Desired Settlement: Refund of at least $150 for the cost of the box that we were required to take with us on American Airlines as Wheaton Worldwide did not pack it, notwithstanding the rental car charges (Totaling $111.45) at both our departure and arrival locations) Miami International Airport and San Diego International Airport, respectively; thus, total refund of $261.45.

Business Response:

Your complaint filed with the Better Business Bureau (ID ********) has been received and a copy was forwarded to my attention for review and response. I have reviewed the information in our order system for your move from Palm Beach Gardens, Florida, to Ramona, California.

 

Regarding the loading day of your shipment, and as previously communicated to you by members of our customer service team, (Mr. G**** on August 15, and Ms. T********** on August 16), Wheaton Van Lines has complied with the terms of the Estimate/Order for Service, and the Bill of Lading documents for your relocation. While we recognize and apologize that the loading process started later in the day than you expected, the loading was completed within normal business hours on the date listed on your shipping documents. As stated on the Estimate, Wheaton will compensate for delays in loading or delivery only if we cannot pick up or deliver the shipment on the dates stated. Typically, we would not advise our customers to schedule the loading of their household goods, cleaning services, and air travel – all on the same day. Regarding the remaining items that you took with you on your flight, we are not able to verify why those items were not loaded on the truck – if the truck was still at your origin residence at the time you discovered those items.

 

For the reasons stated above, we must respectfully decline your request for the cost of the box ($150.00), and the rental car charges ($111.45). We apologize that you experienced any difficulties with your relocation. Wheaton has applied a credit of $50.00 to your relocation bill.

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.

As mentioned, Wheaton's poor logistical operations resulted in us having to ship an additional box on American Airlines, for which we provide(d) proof of receipt, also proof that Wheaton did not fulfill their contractual obligations to pack and deliver all of our belongings.


Regards,
******  ******


7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Employee was untruthful with instructions on signing the contract.I was having a 2 piece dining room hutch moved from Florida to Indiana and was told that my signed contract insuring the furniture wasn't needed that there was a $10,000.00 coverage. I was instructed to sign the bill of lading waiver and mover refused to take my signed bill of lading form which I had requested $6,500.00 insurance. The company only sent one man to load this 60inch Tell City hard rock maple hutch which because of weight he was unable to control the piece when setting it down. Because of this it was put down with a thud. I did take pictures of the hutch as it was loaded and how I received the piece. The company, even though my insured form was refused, will only honor their form in spite of being falsely advised as to the coverage. By the company not protecting their customer I can only assume their movers are allowed to falsify information to the detriment of the customer.

Desired Settlement: I sent an estimate for repair and would want this honored.

Business Response:

Your complaint filed with the Better Business Bureau (ID ********) has been received and a copy was forwarded to my attention for review and response. I have reviewed the relocation documents associated with your move from Bradenton, FL to Carmel, IN in January 2016.

 

Regarding your claim for damage to your maple hutch, please refer to the signed bill of lading for your shipment – a copy of which I have included with this response to the BBB. On page 2 of the bill of lading, you placed your signature, as well as your initials, and dated the document January 11, 2016, under Option 2 which states the following:

 

Option 2:

 

COMPLETE THIS PART ONLY if you wish to WAIVE the Full (Replacement) Level of Protection included in the higher cost estimate provided above for your shipment and instead select the LOWER Released Value of 60-cents-per-pound Per Article; to do so you must initial and sign the lines below.

 

I wish to Release My Shipment to a Maximum Value of 60-cents-per-pound per Article.

 

You waived the Full (Replacement) Level or Protection, as evidenced by your signature and your initials, prior to the loading of the shipment and the acceptance of the shipment by our driver. A check in the amount of $180.00 was mailed to you on July 15, 2016. This settlement amount is based on the $0.60/lb option which you selected on the bill of lading, and the weight of the hutch.

 

We apologize for the damage which occurred to the hutch while it was in our care. However, we have issued a settlement check to you based on the released value to which you agreed on the bill of lading.

7/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We had a contract signed with Wheaton for a residential delivery on or before June 20th, 2016. It is now June 28th, 2016 and there is no assigned delivery truck or scheduled delivery date. Our belongings are still in Nashville, TN

Desired Settlement: We would like our items to be delivered ASAP to Baltimore, MD, as previously agreed upon by Wheaton. Additionally, we would like to be reimbursed for expenses incurred by the inability to live in our home.

Business Response:

 

Your complaint filed with the Better Business Bureau (ID ********) has been received and a copy was forwarded to my attention for review and response. I have reviewed the information available in Wheaton’s order system for your order.

 

Lisa S****, your Wheaton Move Manager has been in contact with you from the time that your shipment was loaded in Nashville, TN on June 15. Unfortunately, the driver who was assigned to transport your shipment from Nashville to Parkville, MD ran out of space on his truck before your shipment was loaded. Your household goods and personal effects were placed in secure warehouse storage at our Wheaton agent’s facility in Nashville.

 

Since that time, Wheaton’s operations team has worked diligently to schedule a driver to transport the remaining portion of your shipment to your new home in Parkville, MD. The summer months are our busiest time of the year – and our trucks are scheduled and running at full capacity.

 

As Ms. S**** advised you by email on June 29, the delay compensation included in the contract terms on file for NAS allow for up to $250.00 per day for lodging, and 50% of meal expenses, not to exceed a total delay compensation of $250.00 per day. Ms. S**** has also advised you submit receipts for lodging and meal expenditures, for reimbursement under the delay compensation allowance.

 

Your statement to the BBB indicates that the agreed delivery of your shipment was on or before June 20, 2016. In fact if you refer to your Wheaton relocation documents, you will note that the Agreed Delivery Spread, or range of dates is June 18-25, 2016. Ms. S**** advised you this afternoon, (7/1/16), that a driver is at the warehouse now to begin loading your shipment. The estimated arrival date in Maryland for your shipment is July 3, 2016.

 

Please accept my apologies that you experienced any difficulties with your relocation.

 

Sincerely,

 

 

Eileen M******

Director, Agency Development

 

Copy      Better Business Bureau – Central Indiana

6/30/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We contracted with Wheaton Van Lines in December 2015 for a move to take place in early June. Pick up date was scheduled for Tuesday, June 7, delivery between June 9 and June 10. In April I confirmed all dates with the local office. In May we had the estimate/order for service forwarded to my husband's employer for direct bill purposes. At that time we learned that the dates had been changed to delivery between June 11-13, which was never conveyed to us. I contacted the local office and pick up date was moved up to Monday, June 6 for delivery between June 9-10. Several days before the move, I was contacted by the local office - the driver requested to be able to start loading the truck on SUNDAY, June 5. I agreed to him starting at noon on June 5 to be helpful and to insure our belongings were delivered June 9-10. When the truck arrived on June 5, my husband noticed other items already on the truck - he was informed there were TWO other deliveries already on the truck! On June 6, we were casually informed that we would need a second truck as all of our possessions would not fit on the truck. We were assured that they would take the "essentials". I immediately contacted the local office who said they were working on getting another truck. I was then called by Todd E***** from the Corporate Office who informed me there would be no second truck available until the next day to pick up the remainder of our items. Needless to say, I was irate. Later that afternoon, the local office called to say they would be sending two of their guys to pick up our additional 70+ pieces of furniture and essential boxes that were not taken. These include 2 bedroom dressers, wardrobe boxes with essential clothing items, all of our everyday dishes, and a host of others that were not considered "essential". We have moved several times over the last few years, with the most recent being 2 years ago and we have ALWAYS had an empty truck and the items ALWAYS fit in the truck. This is the first time we have been given a partially loaded truck and what a surprise, our belongings did not fit! I was also contacted by a woman in customer service from the corporate office who assured me she would follow up on our delivery of the 2nd load. She called on Wednesday, June 8 and assured me she would call again by Friday, June 10 with an update. She never called back. I had to contact the local office yet again to get someone to respond with a follow up. Todd E***** called on Monday, June 13. He said he would take over and insure that we had delivery. He called back mid-week to say that they had secured a driver and our belongings would be picked up in South Carolina on Saturday, June 18 and delivered today, June 21. I received a call prior to noon yesterday, June 20 to inform me that the driver could not pick up our items since the load he was picking up in addition WAS TOO large so our items did not fit in the truck! So the reverse happened to us....had they loaded ALL of our items on the truck FIRST before adding piggy back loads, it is quite doubtful that we would be waiting for our items. Todd E***** did not have another delivery date for us as of yesterday, June 20 and is supposed to follow up today, June 21. Customer service is pointless if a business cannot resolve an issue expeditiously.

Desired Settlement: My desired resolution is two-fold: 1. To receive delivery of the remainder of our belongings in the next week and 2. To receive a discount off the payment since this was solely the responsibility of Wheaton and they did not deliver all of our items by June 10 as promised due to their own error.

Business Response:

Your complaint filed with the Better Business Bureau has been received and a copy was forwarded to my attention for review and response. I have reviewed the available relocation documents for your order.

 

I am aware that you have been in contact with members of our customer service team from the time that your shipment was loaded in Simpsonville, SC on June 6. Unfortunately, as you pointed out in your complaint, the driver was unable to fit your entire household goods shipment on the truck at that time. The remaining portion of your shipment had to be transported to the local Wheaton agent. Since that time, both our customer service team, and our operations team have worked diligently to schedule a driver to transport the remaining portion of your shipment to your new home in Fayetteville, AR. The summer months are our busiest time of the year – and our trucks are scheduled and running at full capacity.

 

As communicated to you by email from Mr. ********* on June 24, we have agreed to compensate you at a rate of $150.00 per day, for each day that we are late on your shipment. The first delay check for $2,100.00 was sent to you via Federal Express on June 27.

 

The remaining portion of your household goods shipment is on schedule to be delivered by July 1. Our customer service team will be in touch with you to confirm that date, and to advise you of the delivery window in which to expect the driver’s arrival.

 

Please accept my apologies that you experienced any difficulties with your relocation.

 

Sincerely,

 

 

Eileen M******

Director, Agency Development

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,

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

6/28/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased the full insurance coverage and Wheat is denying claims to either replace missing items or repair items that were fixed. Claimed in a denial letter from June 9, 2016 that we did not make these items accessible. This is not correct. Their agent in the St. Louis area Mr. Robert B****** was at our home and he did have access to the broken items. Wheaton also denied that a couple of their employees could have possibly stolen some low value jewelery. These items are currently missing upon delivery. The crew they used in the loading and packing in Ohio was short handed and the supplies they were shorthanded. The packing crew had employees that did not properly pack some breakable items and Wheaton should be responsible.

Desired Settlement: I want to be paid for the missing items and the replacement of the broken items. I purchased the $810 full coverage from the carrier and they currently are not honoring this additional cost item.

Business Response:

Your complaint filed with the Better Business Bureau has been received and a copy was forwarded to my attention for review and response. I have reviewed the relocation documents for your order, including the correspondence related to the Claim for Lost or Damaged Goods which you filed on May 29, 2016. You noted in your complaint with the BBB, that you felt some of your items were not properly packed.

 

Regarding these items, the following actions have been taken by our Claims Department. You have received a check to repair the glass on one picture frame (item #****. The second picture frame could not be located when the repair firm was at your residence for inspection. Ms. D********** in our Claims Department has again reviewed your claim, and the repair firm’s report regarding the wishbone pottery piece, (item #****. A check in the amount of $100.00 has been mailed to you for this item.

 

The end table (not a packed item) listed on your claim will be repaired, (if not already completed), by *** ********* ****** repair firm which originally inspected your items.

 

In your letter of June 11, 2016 to Ms. D**********, you stated your intention to file a police report with the Mason, Ohio Police Department, regarding the two missing jewelry items. As previously stated, this is the appropriate action to be taken with regard to the alleged theft of these items.

 

Please accept my apologies that you experienced any difficulties with your relocation.

 

Sincerely,

 

 

Eileen M******

Director, Agency Development

6/13/2016 Delivery Issues
5/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wheaton arrived at our house on July 31, 2015. There was a crew of five. My wife and I watched as they went about their tasks. The movers checked each of the boxes that we had loaded to make sure they were full, and then they taped these boxes shut. They also packed some of our belongings into Wheaton boxes. I personally watched the movers remove the legs from the couch, love seat, and ottoman. They took each set of legs and wrapped them in tan paper. They then labeled each package, “couch”, “love seat”, and “ottoman.” These packages then went into a “parts box” along with other parts items. We arrived at our new house on August 5th, 2015. The moving van did not show up until a week later on August 12th. There was only a two man crew. I watched as the doors to the van were opened. I saw that the boxes were stacked and at the top of the stack was our love seat. The two movers had a hard time dislodging the love seat from where it was wedged in at the top of the van. Before they unloaded my wife asked if they were going to mark off the boxes by the list, the driver said no that everything was there. The helper asked where is the bathroom. My wife showed him the hallway bathroom. A little later the driver asked where is the bathroom, he was shown the same bathroom, he flushed the commode, it kept running overflowing from the bowl onto the floor and he did not tell anyone. Later my wife came from the master bedroom and noticed water coming out of the bathroom going everywhere. I was in the garage when my wife screamed that the toilet was overflowing. I shut the water off at the main cut off valve in the garage. My wife used our good towels to wipe up the water. Later the driver complained because he had put soap on his hands in the Jack and Jill bathroom, and there was no water. My wife told him that the water was off to the whole house because of the commode overflow. We called a plumber and 1-800-***** ****** to try to dry the floors, each came out that day. The furniture was moved into the house, while the boxes were stacked in the garage. The driver set the nightstand down, the drawers came out, and he kicked them shut with his foot. The movers placed the mirrors to the dresser in the garage, and I asked them if they were going to connect them to the dresser, and they told me to take them into the house. They did not want to put the furniture back together and they had no tools. I had to let them use my tools. They connected legs to the ottoman and the couch, but set the loveseat on the floor. I asked where the legs were, and they told me they did not know where they were. It was obvious from their attitude that they were tired and wanted to leave. They did not pick up the misc. paper they left around the house except for the paper that had been used to wrap the furniture legs in. They took this with them and put it in the van, which I though was strange. Over the course of days we found: 1. The top of the china cabinet was placed on top of the base but had not been bolted down – I had to do that. 2. The bed in the master bedroom was connected by one bolt to the headboard, and the bolt was on by one thread. The rest were missing. I had to go out and buy new nuts and bolts for the bed. 3. I was suspicious of the missing loveseat legs, since they had taken the parts paper with them rather than leaving it for us to clean up like they did with other paper. I went looking for them and found the legs in a drawer of the sewing machine in a completely different room. They had unwrapped the legs and placed them in the drawer because one of these workers did not like it when I asked them to put the furniture together. Additionally, the ottoman legs had been intentionally placed on the couch and the love seat legs had been put on the ottoman. The packages had been correctly labeled by the initial movers because I was watching. 4. The mirrors to the dresser were each put on wrong and were being held in place by one screw. Some of the screws were left on the floor. The commode that overflowed flooded the bathroom, library, one bedroom, pantry, laundry room and the living room and hardwood floors in the hall (which resulted in all of the hardwood floors having to be redone. When the plumber looked at the toilet, he showed me that the wire connecting the float valve had left the toilet running. This began a four month period where we could not use nor unpack most of the items and we were living out of suitcases. Our insurance company had to redo the hardwood, replace carpet and tile. We had to pay a $2500 deductible. Wheaton will not pay this deductible because they say we have no proof their guy did it. All he had to do was tell us the water was coming out of the toilet. Wheaton also gave us a hard time and initially did not pay us for the missing items. They said we should have checked the items as they were unloaded. This was impossible. around 300 boxes had to be placed in the garage because the house was flooded. We were busy with the water damage, and we could not do inventory until 4 months later when the house had been redone to repair the damage.

Desired Settlement: Wheaton could do the right thing and pay us the $2500 deductible.

Business Response:

Dear Better Business Bureau

Attached are copies of correspondence between the customer and Wheaton.  The claim for the deductible was denied since there is nothing to confirm that the damage to the residence was caused by Wheaton personnel.  Mr. ******* sent me an email on April 26th with an offer of settlement.  I agreed to his offer and in good faith issued the check he requested with the understanding that he would be dropping the claim for the deductible.  We see no reason to agree to this and have again denied liability. 

If you need anything else please advise. 

 

Kathy K******, Director of 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.

Wheaton personnel flooded our house and caused us major damage which they deny that their people did this. Working with Wheaton was a nightmare.

*** *******

5/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Jan. 29 2014 Anchor Moving and Storage a Wheaton affiliate, Moorestown, NJ moved me from my home in Voorhees NJ packing 6 crates on site and putting them into storage at their location. I was happy with their service. On June 6 2015 Wheaton World Wide moved my belonging from storage to my new home in West Palm Beach Florida. The Driver, Robin did not have the key for the pad lock on the trailer and we supplied the tools to break the lock. I was aware that this truck would be moving two other customers belongings as well as mine. The individuals the driver was charged with subcontracting, had been misinformed as to the scope of the move and were only being paid $100 of the over $4,000 I paid for the move. The driver acknowledged that he was paying them the $100. They were going to walk off the job. He spoke to them and the move continued. I found out from these subcontractors that Robin told them I would tip them each $50.00 . I had made no such offer. This was very unprofessional. I thought I had hired a large company with professional movers only to find out the driver gets a list of local movers he makes his own deal with. This alone was very upsetting. The movers complained the entire time causing a naturally stressful situation to be even more stressful and the driver did not handle the situation well at all. After a few hours they began piling boxes in my garage. When I asked the driver what they were doing he told me my boyfriend, who was not present at that time, told them to do that. He in fact did not. I was told everything of mine was off the truck but could not verify this as the boxes were piled on top and in front of one another. I did tip the movers $20 each because I felt they had been taken advantage of. I reluctantly signed the paper work. We discovered they had not assembled the two beds, the desk and a table base was missing and some bedding. I called the driver immediately upon discovering this. He confirmed he had the table base and some pillows. His daughter delivered them several days later. It should be noted that the base was blanket wrapped as it had been from the original move but the number sticker was on the base itself inside the blanket. As we unpacked I began to note missing items that had been packed together and many boxes had been crushed in the truck and piled by them in the garage. I incurred many damages. I contacted the driver again to see if he had discovered any more of my items. He said he did not have anything. It was a Saturday so I had to wait till Monday to speak to Anchor Moving, with whom I had contracted with. Maria, my coordinator from Anchor called me to follow up before I called her. I told her about the damaged and missing items that I was aware of thus far and about the movers and the locked truck. She apologized, said she felt bad about my experience and sent me claim forms, as I had taken the additional insurance. She did a search at their warehouse to see if anything had been missed on their end. She did not find anything. She told me I had 9 mos. to file, this would give me time to get through all the holidays and realize all that was missing. I had photographed everything and submitted my claim on March 3, 2016 via fax, received a letter acknowledging receipt dated 3/7/16 and promising quick processing from Adjuster Venessa H*******.. On April 25th 2016 I received a letter from Venessa H******* stating that had completed a thorough review of my claim and supporting documentation. I was partially reimbursed for only the damaged items one check for $150.00 and another for $524.96.. As with other complaints I read regarding Wheaton, I was overwhelmed, and unable to confirm delivery because of the fact that many items were piled in my garage. The driver assured me they had delivered everything. I reported things missing right away to the driver and then to my coordinator at Anchor. I have witnesses who helped me pack, were there the day of the initial move out and were there for the delivery. They are not related and willing to sign documentation that these items were packed and picked up b the movers and that they in fact were not received. So many things that were family heirlooms or held great sentimental value were lost. Handmade items, custom items as well as important everyday items. I am heartbroken. I feel taken advantage of and feel I should be compensated for the $3,081.82 I claimed and can substantiate.

Desired Settlement: To Be reimbursed for all damaged and missing items as claimed

Business Response:

Dear Better Business Bureau

 

Attached is Wheaton's response to the customer's complaint.  IF you need anything else just let me know.

 

Sincerely,

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.

If my claim of missing items had, in fact been investigated, you would have found that I did let Anchor Moving know as soon as possible, called the driver shortly after delivery. I did sign for the delivery, trusting that all my things had been delivered. I provided pictures along with my claim documenting the fact that the movers piled several cartons in my garage making it impossible to check the numbered tags. Many of the larger items were tagged before they were blanket wrapped at the origional location. This was the case with the table base I was able to recover after contacting the driver. As I read in other complaints against Wheaton, people trust that their things were delivered. Many of my lost items were irreplaceable because of their sentimental value. Your offer pales when I consider my loss exceedes $3, 000. It should be noted that I have a long standing professional relationship with my salesmen at Anchor Moving, your affiliate. I have referred many customers to him both residential and commercial. I am an Interior Designer and have never had an experience of this magnatitude. I am really saddened and disillusioned by the experience. 

Regards,

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

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted with Bekins Moving Company (also known as Tri-Valley Worldwide Moving and Storage) for a pickup on 10/19/15. They would pick up my items from my house and then go to my grandmother’s house 2 miles away, pick her things up and then head out to our new house in Washington. The day prior to the move, I got a call saying that Bekins did not have a truck available so they were going to contract me out to another company (Wheaton World Wide Moving Company) but that they could still not pick our belongings up until 10/20/16. I started screaming, as my house was in escrow and my close date was 10/19/15, I had no choice but to be out and they had known that 3 weeks prior, so why were they calling me the day before? They decided to get another truck from somewhere and said they could pick me up on the 19th but that my stuff would have to go into storage that night and that they couldn’t pick up my grandmothers stuff until 10/20/15, but that they would leave on the 20th for sure. At this point we really had no other option. They showed up at my house almost 4 hours late the day of the move. They took 4 hours longer to load than originally stated and ultimately cause me to stay in town that night and pay for an extra nights worth of hotel and food bills which they then stated they did not have to cover. They picked my grandmother up the next day 2 hours later than stated and dropped her television right in front of her. They were not the same men that had picked up my things and they did not leave that day either as stated they would. They took her stuff to storage that night as well and didn’t leave until the 21st. I paid over $600 for full replacement insurance coverage. I was told that my delivery date would be on or before 10/23/2015. I paid over $400 for a crating company to come in and pack/crate a fireplace and unpack/uncrate it upon arrival. A different set of movers (this makes 6 sets now all handling our belongings) called me on the 22nd to let me know that they would be there on the 24th but that I was going to have to pay for additional fees now because they had no idea that I was on an island and their truck’s weight was not allowed over our bridge. They would need to get a u-haul truck and unload by pieces into the u-haul and come across the bridge in multiple trips. Again, I started screaming. I finally got a call from Wheaton saying that I would not have to pay for this and they were sorry that they had not done their own due dilligence. On the 24th , they started unloading at 9:00 am. I watched these 4 men unload our stuff while drinking, smoking weed and popping pills for 2 days. One of them had actually been hit by a car when they went back to the big truck for a load while he ran across the street to a starbucks for a coffee. Yet, he refused to go to the hospital and kept on working, popping pills for the pain. They refused to put the fireplace back together and because it was a weekend, I could not get in touch with anyone from the actual offices to talk to them about what was going on. The one person that I did get in touch with (Brian from dispatch) said that I would have to talk to my salesman about uncrating the fireplace, even though I had the paperwork with me that stated it needed to be uncrated. It was the weekend and there was nothing he could do. I watched as the movers dropped my television too. I watched and helped bring my stuff inside because I was terrified of what they were doing to my things. I left messages with anyone and everyone at the moving company, even my salesman. No one cared. They had my money, so what difference did it make to them. Luckily I took pictures of everything before I left and after. There was over $6000 in damages on an $8000 move. I refused to sign the acceptance of my items because there were too many things already missing that I could see, along with several broken items. My original delivery date was set for 10/23/15 and they didn’t arrive til the 24th and it took them 2 days to unload. They did not leave my house until 10/25/15 at 7:00pm. Almost none of my things had been put back together with the exception of my beds. There was supposed to have been a parts box containing all of my attachments and pieces that was never created or lost, so none of my tables, cabinets or shelving was put back together, rather just lying around in my way. My fireplace, tables, cabinets and shelving was put together by my contractor otherwise it would still not be put together today. I had to go out and by new television mounts or my tv’s would still not be up. All the while, the moving company is telling me not to put my house together because they need to verify things. Its January!!! I took pictures but apparently those aren’t good enough. Nor is their own paperwork showing that they picked up a piggy bank, but that it didn’t get delivered as well as quite a few other things. I was told that they have a process in place to ensure that every piece is delivered and to the appropriate parties, especially when they have multiple homes on truck. 3 separate times, I had to tell these movers that a desk, a chair and a couch did not belong to me as they brought someone else’s furniture into my home. I wonder where my things are. I was told by Claire W****, my claims adjuster that they research every piece that comes up missing. After this failure of a move, I do not see how they are even in business let alone the capabilities of researching a missing piggy bank. We all know where my 2 year olds piggy bank is. I turned in my claims form in the appropriate time and it is now January 15th 2016 and I am still dealing with this moving company and it is January 15th. I received a settlement offer today in the amount of a little over $800. I told them to shove it and am reporting them and their violations. It is unfeasible to me that a company can get away with this kind of behavior toward their clients. Allowing such irresponsible employees, mishandling of belongings, abundant lying, lack of courtesy, misappropriations of business and an overall lack of professionalism. I am suing both companies and both owners of these companies as well as reporting the behaviors to anyone and everyone. To this day, I have yet to get a call from anyone other than claims, even after all of my phone calls, yelling and anger, they simply don’t care.

Desired Settlement: I paid for full replacement value, I want the full amount of $6496.97 that I submitted a claim for to be paid out to me. I am missing things, I've had to pay people to put things back together and this has taken too long and I've been put through too much by this moving company.

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.

Dear Ms. K******,

 

Thank you for your letter dated January 22, 2016.  I do appreciate you making an effort to fix the situation.  However, if you look at my contract that I’m sure you have a copy of, you will see that I paid extra to have full replacement value on items that were damaged or missing.  My problem is that you are failing to allow for my home items that were destroyed and missing that I sent pictures in for and your repair company even saw.

In my claim form that I sent in, everything including pictures were sent in to you and yet you are saying that I didn’t provide you in writing that those things had been damaged. How much more writing do you need other than your own claim form and multiple phone calls?  Also, let me very clear that I DID NOT sign off on your delivery paperwork. Please double check on your end. I absolutely refused to sign and wrote so on the delivery sheet, because there was too much damage done to my home, things were too damaged and there were too many items missing from your own check and balancing paperwork.  You can see from the paperwork that I didn’t get all of my belongings.  I have attached my copy for your review since you have the mistaken understanding that I signed something that I did not.

I made several phone calls to your dispatcher named Brian the day of deliver, I left repeated phone messages to several of your people and have continued to call.   I have attached my phone records for your review so that you can understand the numerous calls I made during and after delivery due to your failures. 15 phone calls in just 4 days!!!  And yes, the property damage was in several of those calls as well as me screaming that I will file a claim that I have attached as well, as well as the drivers drinking on the job, as well as the fireplace not being taken care of, and as well as nothing being put back together because your packers didn’t create a parts box, so all my belongings weren’t able to be put back together!  Hence me having to pay a contractor to do your job!! Which I’m including in the attachments as well that you have already been given.

Yes, thank you for generously returning MY MONEY ($67.00) to me 3 months later for work that I initially paid to be done and was not completed upon delivery.  It only took me 2 weeks to find a contractor that had the availability to finish your unfinished job and my house still isn’t complete.

I hope that you can appreciate the fact that I refused multiple attempts from your drivers to give me someone else’s furniture that did not belong to me but apparently were on the same truck.  So you can see my frustration at the fact that some of my things are missing, how they could come up missing, why I’m so irate and that it is your responsibility to fix your errors.  I mean, if they could so easily give away someone else’s belongings, I can almost bet that my missing things are with the other home moved with me!

You should as well have conversations with your drivers, as they were extremely apologetic to the damages that were done by them in and to my home and I do have 2 witnesses that were present during the unloading and conversations with the drivers to verify.

Lastly, I sent in actual receipts for television mounts bought at Costco (which is probably as cheap as you can get) and you still found a way to screw me by saying I could have got it cheaper somewhere else and only gave me the price that you found online, but what you failed to take into account was that it was a swivel television mount. I went to the website that you sent me and the tv mount that you chose does not fit my television, was not a swivel and did not include the tax or shipping and handling on the price you are wanting to reimburse me for.

I simply can’t accept your offer as it is not only humiliating, but overall offensive and appalling in light of everything.  And no, I don’t want money for the dresser, mirror and end table. What I want is for you to fix them and make them like they were before you destroyed them. Weathersby has contacted me to fix them and is scheduled to pick them up on the 6th of February.  I will still expect that to happen and you to compensate them directly.

Lastly, you say no notations for your reasons of denial, but you can clearly see on the claim form that they were notated, you can clearly see from your checks and balancing paperwork that I did not receive them, I refused to sign your paperwork because I was missing things and yet you still don’t want to reimburse me for them? The amount that you just offered, needs to come up by $1874.00 by my checkbook.  With Weathersby and Teletech fixing everything.  If you would like to hire someone to come and fix my sliding door and walkway, that is fine too, but nonetheless, it is your responsibility. As well as the full amount of what is owed me. You would not expect half payment if someone did this to you.

I am simply tired of being felt like I’m being screwed over by you people.  I don’t want anything more than what I have and am being put out. This is causing me undue stress and heartache, moving should not be made to be this difficult by so-called professionals.

Please note the attachments.

Regards,


******* ****

Business Response:

My letter referred to the property damage, door and tile, as not noted at delivery or in any of the phone conversations.  It is the customer’s responsibility to note the damage or loss at the time of delivery.  I am fully aware that you refused to sign the paperwork.  The fact that you did not sign the paperwork does not commit the carrier to liability for everything that you claim when a claim is submitted.  Claims are investigated and offers are made for items that are deemed to be transit related damages.  You did note some of the household damage so you were aware of the need to make notations at delivery.  Our denial of the folding door and the tile are being maintained and no offer of settlement will be forthcoming for those items.

 

I have reviewed Ms. W****’s offer on the TV mount and have increased that offer to the amount claimed of $124.99.  I have removed the offer for the repair cost for the dresser, mirror and end table since Weathersby Guild has been given authorization to repair those items and to bill Bekins Van Lines, Inc. directly for the repair cost.

 

We are not denying that you filed a claim form; however, we are stating that you did not make notations to the loss and some of the damage upon delivery on the delivery paperwork in the presence of the delivery personnel.

 

I have revised our offer of settlement to include a good will offer of settlement for the piggy bank and the storage drawers that were not previously offered.  I have offered $150.00 for the piggy bank and $125.00 for the storage drawers.

 

Our denial of the pink rack that was discarded prior to inspection, Sony TV and the folding door and tile is being maintained. 

 

Attached is a revised release form in the amount of $1057.21 as full and final settlement in addition to having the items repaired that are listed above.  All prior release forms are null and void.

 

Sincerely,

 

Kathy K******

Kathy K******

Director, Consumer Affairs

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

 

Enclosure:           Release form 

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.

Thank you for your letter dated February 9, 2016.  I can appreciate you thinking that I made no notations regarding the sliding door, but again, you say nothing about having any conversations with your drivers as they admitted to breaking the door and tiles. One of your drivers even told me to go to home depot and get a hypoxy glue of some sort for the tiles to put back on!  I have 2 witnesses that were here during the conversations.  I called and spoke to Brian in dispatch that same day as well as left messages for John and Michelle.  All saying the same thing, “they broke my door, my tiles, things are missing, they aren’t putting together my fireplace and nothing is put back together.”  You saw the 15 phone calls to you.

This new offer makes no mention of the Magnavox television either. 

How is it that I paid for full replacement value insurance and you are making me offers in settlement?  Isn’t that in violation of an agreement that I paid for?

I will agree to your recent offer only if it also includes fixing of my sliding door and Magnavox tv.  Until then, we are not in agreement.  I really don’t feel that I am being unreasonable nor being uncompromising at this point given everything that I went through and am still going through 5 months after the fact.

Sincerely,

******* ****


Business Response:

I called the driver myself to confirm the damage to the tile and to the folding doors. The driver did recall that the tile that was hanging down in the walkway fell down but he stated none of the tile was broken it simply came loose from the top. He did not recall any of his personnel falling into the folding door and breaking it though. As a final compromise I have offered $50.00 to reattach the tile and $175.00 for the folding door.

My last correspondence did not mention the Magnavox TV again only because it was already offered previously and I was extending a good faith offer for other items in the last correspondence.

I have attached a copy of the payment summary that lists all items for which offers are being made as full and final settlement. This is in addition to the repair of the dresser mirror and the end table the are in progress with Weathersby Guild.

Enclosed is a full and final release form prepared for your signature. Please sign this release form and return it to my attention for prompt payment. All prior release forms are null and void.

Sincerely, 

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 find that this resolution would be satisfactory to me. 

Regards,

******* ****

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 filed the above claim on 1/15/16.  I accepted a resolution on 2/18/16 and sent over the documentation that Wheaton had asked of me that same day as well.  To date, I haven’t received or heard anything from them and my belongings sent to Weathersby Guild have been in their possession since 2/6/16.  It should not take this long for them to resolve these issues.  They are in default of our agreement.

 

Please let me know how to proceed.

 

Thank you,

******* ****

Business Response:

Dear BBB:

I apologize I did not see the signed release that is on the BBB website as being added on 2-18-16.  I don't have any record of having received this document from the BBB previously.

I have printed off the attachment and I have requested the check today.  I will be happy to send it out express mail today since it has been a while since it was signed.  

Please accept my sincere apologies that the check was not issued sooner.

Kathy K******

Director, Consumer Affairs

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

4/24/2016 Problems with Product/Service
3/27/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Wheaton World Wide Moving was responsible for moving my household goods from Florida to Texas. The booking agent that provided the estimate was from ******* ****** *** *******. The booking agent came to my home and assessed my contents and provided me an estimate/order for service. The booking agent provided a pick up date of November 4, 2015 and agreed delivery spread of November 9-14, 2015. Wheaton requested that my pickup date be moved up, so I agreed reluctantly to the new pick up date of November 1, 2015. The agreed upon delivery date spread did not change. The weather was horrible the day of pick up. There were heavy rains off and on for the entire day. I have three specific matters I would like to address and file formal complaints. Complaint #1 (Damaged Contents): There was extensive damage to a number of items. For example, my bed had significant marring or damage to the finish. The dining room table had extensive water damage. The items listed here is not an all inclusive list of the damaged contents. Complaint #2 (Non-fulfilled Contract): I was contracted by *******’s booking agent on behalf of the Wheaton driver to request that my pick-up date be moved up. It was explained to me the driver was heading to CA and was ahead of schedule. I verbally agreed to the new pick up date even though I was not fully prepared. The driver and his crew arrived and began loading my contents. It was raining very heavily off and on. The driver did not have enough room on his truck to load my entire contents. The driver stated the load he had picked up PRIOR TO mine had more contents, resulting in less available room on his truck for MY ENTIRE PICKUP. My contents that were not delivered to my new address were stored at the ******* location. Wheaton did not fulfill the terms of the agreed delivery date in the contract. The agreed delivery date was 11/9/2015 (first day) and 11/14/2015 (last day). I did not receive my remaining contents until December 7, 2015. I was charged the full amount, which was by the way paid in full to the first delivery driver and I haven’t even received all of my contents. Wheaton did not reimburse me or compensate me for Wheaton’s in ability to fulfill the terms of their contract. Complaint #3 (Estimated Weight Amount): I received 3 separate independent estimates for the pickup and delivery of my contents. All of the estimates were in line with each other in regards to the actual weight of my contents and the dollar amount to be charged. All of the estimates were given after the booking agents visually inspected my inventory and accessed what my contents. Below are estimates I received: • Wheaton estimate – 6000 pounds • ********* estimate – 5610 pounds • ***** ******** estimate – 5664 pounds I was informed by Wheaton customer service that my total weight was 8460 pounds. I disagree with the validity of that weight. How can 3 separate independent booking agents ALL be off by approximately 2800 pounds? In addition, I donated and sold items that were originally part of my estimate AND I did not add additional items to my inventory after it was surveyed by the ALL 3 separate booking agents. So in actuality I had even less stuff to load and transport. Wheaton customer service made it seem like I had been done a favor by them because my weight was over the estimate. I don’t appreciate that and I don’t believe that my total weight was 8460 pounds as I was lead to believe. Failure to respond and address my complaints in a timely manner will leave me know other choice but to file grievance with the state attorney general's office, consumer protection and DOT.

Desired Settlement: Desired Settlement: (1) Acknowledgement from Wheaton that they failed to meet the contract commitment. (2) Full replacement for the claim submitted for the damaged household contents. (3) Compensation for Wheaton not fulfilling its terms of the contract. I paid Wheaton $2859.23 for a pick-up and delivery of my contents. In essence Wheaton charged me $571.85 per day of the delivery spread. Not only did Wheaton damage my contents, but they were right at 29 days late with the delivery of my contents. (4) Investigation of why the report weight was so much higher than the 3 estimates received from the booking agents.

Business Response:

Dear BBB:

Attached is the letter that I mailed to the customer today in response to her complaint.  I also have attached weight tickets and a claim form.  I mailed all of this out today.

If you require additional information please let me know.

 

Sincerely,

Kathy K******, Director, Consumer Affairs

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

3/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Wheaton moved my items from California to Detroit, Michigan and broke several items in the process. I was unpacking and filling out an insurance claim when our apartment building was condemned by the Fire Marshall and we had 48 hours to repack, find a new apartment, and move. I did not have time to file the claim so I packed it and filed it at the new apartment. Wheaton refuses to pay for the damage. They say it could have happened on the second move. There were more items found upon the second unpacking, but I did not claim that damage because I was not sure which move was the cause. I thought this was fair. I explained my plight and told them many times that I am only claiming what was on the first list. They still refuse to pay. They also said that because I did not claim any damage on the receipt of items, my claim is invalid. If this were the rule, why do they give 9 months to file an insurance claim? Please help.l

Desired Settlement: Payment of insurance claimed. They destroyed family heirlooms.

Business Response:

Dear BBB:

Attached is a letter in response to the complaint filed by our customer.  If you require any additional information please let me know. 

Sincerely, 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.

The claim by Wheaton that there is no responsibility for damaged items packed by the owner is inexcusable as Wheaton required us to pack and stage our belongings. The items that arrived visually damaged were pointed out to the delivery drivers and we were told that we were to write it down and put it on the insurance claim that was eventually filed. The individuals delivering the items refused to take responsibility at that time or our complaint at that time.

I am again requesting that reimbursement or some restitution be made to these destroyed and irreplaceable items.


Regards,
*** ******

Business Response:

Dear Ms. ******:

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

Your shipment was delivered out of storage on July 8, 2015 to **** ** ***** ***** ***** ******** **.   We understand that you were required to relocate unexpectedly; however, 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 and acknowledged by the delivering personnel.

There is nothing to support that the items claimed were damaged during the relocation from CA to MI.  In reviewing the inventory there was also no packing provided by Wheaton and it appears all of the cartons were packed by owner cartons (PBO).  Wheaton would have no liability for items that are damaged within a packed by owner carton.  These cartons would have been packed prior to our loading the shipment and we would have no knowledge of the manner in which the cartons were packed.  The damage you claimed to the drying rack, end table, oak chair, couch and day bed should have been obvious at delivery and notations should have been made at that time.

We do regret that you experienced any difficulties with your relocation; however, our position of denial is being maintained. 

Sincerely,

Kathy K******

Director, Consumer Affairs

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

2/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 1. Carrier refuses to pay full amount of verified claims. 2. Carrier refuses to acknowledge that shipper paid in full, including FRVP; therefore, carrier is deducting the cost of the FRVP/deductible option of $405.00 from the total dollar amount claimed. 3. Carrier refuses to acknowledge that two cartons were lost and, thus, is refusing to pay for content replacement.

Desired Settlement: The following outlines Wheaton’s liability and reimbursement payment due to me based on the documentation: Category Amount Comments Missing items $801.03 Amount claimed per my estimates Damaged items $629.61 Amount claimed per Wheaton’s and my estimates Less deductible - $500.00 Total Due to Customer $930.64 Less partial payment by Wheaton $170.11 Wheaton ck. #3066799 Less partial payment by Wheaton $54.50 Wheaton ck. #3067870 Total Due to Customer (Adjusted) $706.03

Business Response:

Your complaint filed with the Better Business Bureau has been received in our office.  I have reviewed the claim file along with all relocation paperwork provided on your move.

I have attached a spreadsheet that breaks down the difference between the estimate provided and the actual charges for your relocation.  You paid Wheaton $9,993.26 at the time of delivery.  Your complaint indicated that you have paid for the valuation charge; however, you will see on the break down that the valuation charge was not included in the $9,993.26 that was paid by you.  Your transportation charges were less due to the actual weight being less than the estimated weight.  As you will see on the spreadsheet, had the valuation charge been included in your payment to Wheaton the charge would have been $10,398.26.

When Ms. H******* settled your claim for $575.11 she did deduct the outstanding charges of $405.00 from the claim settlement which reduced your payment to $170.11.  Ms. H******* was not aware that she needed to add the storage in transit valuation charge of $40.50; therefore,  that was not added and we are waiving that charge so you will not be billed for that amount.   On September 25, 2015, Ms. H******* increased the amount allowed for the sofa by $54.50 and issued a check to you for that amount.

When your shipment delivered out of storage in transit, a portion was delivered to your residence and another portion was delivered to a private (mini) storage facility.  There was no written notation to any items believed to be missing at either location of delivery.  Your letter mentioned inventory numbers 141,142,143 which were all on one carton.  The inventory prepared at origin does list these as basically one carton with a > symbol next to the 3 inventory #s.  In our industry this is indicative of all numbers being present on one carton which often means that they have used 3 cartons to make an extended carton.  Since they must charge for all cartons used.  You have indicated that this means to you that you did not receive cartons # 141,142 however you made no notation at delivery.  A trace was initiated when you reported that you were missing items.  The trace concluded and all results were negative.  Have all items delivered out of the private (mini) storage facility?  Did you check to see if the lamps were in the cartons in the mini storage?  The inventory lists carton #91 as a lamp shade and carton #112 as lights and another lamp #158 all of which were checked off at delivery.

There were numerous packed by owner cartons. The carrier personnel would have no knowledge of the contents of any cartons packed by owner prior to being tendered for transportation. There has been nothing provided to cause Wheaton to accept liability for the items claimed missing and our position of denial is being maintained.

Sincerely,

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.

I have copied and pasted the response from Wheaton World Wide Moving below, along with my response in bold:

---------------------------------------------------------------

I have attached a spreadsheet that breaks down the difference between the estimate provided and the actual charges for your relocation. 

You paid Wheaton $9,993.26 at the time of delivery.  Your complaint indicated that you have paid for the valuation charge; however, you will see on the break down that the valuation charge was not included in the $9,993.26 that was paid by you.  Your transportation charges were less due to the actual weight being less than the estimated weight.  As you will see on the spreadsheet, had the valuation charge been included in your payment to Wheaton the charge would have been $10,398.26.

[Response by Shipper/*.***** – 2/4/16]  I never received any final invoice prior to my move and acceptance of goods at final destination, except for the Credit Card Transaction Form.  Additionally, on page 2 of 4 of the Frequently Asked Questions on the Wheaton World Wide Moving website, it states, “The tariff provisions require that the charges be paid in full, prior to your shipment being unloaded at destination.”  I paid in full prior to unloading with a credit card on 5/7/15 (refer to Credit Card Transaction Form).  The Balance Due on the final Bill of Lading (fully executed) also indicates the amount that I paid.

When Ms. H******* settled your claim for $575.11 she did deduct the outstanding charges of $405.00 from the claim settlement which reduced your payment to $170.11.  Ms. H******* was not aware that she needed to add the storage in transit valuation charge of $40.50; therefore,  that was not added and we are waiving that charge so you will not be billed for that amount.   On September 25, 2015, Ms. H******* increased the amount allowed for the sofa by $54.50 and issued a check to you for that amount.

 [Response by Shipper/*.***** – 2/4/16]  Actually, it was Marguerite F***** at the Anaheim, CA Wheaton facility that waived the storage in transit fee. I had already paid in advance for the entire month of April 2015 at the Anaheim warehouse for the goods being stored since 2013.  Instead of refunding me the prorated amount for the remaining 9 days, she said she would not charge me for the few days of temporary storage in Florida (8 days).

When your shipment delivered out of storage in transit, a portion was delivered to your residence and another portion was delivered to a private (mini) storage facility.  There was no written notation to any items believed to be missing at either location of delivery. 

[Response by Shipper/*.***** – 2/4/16]  After my shipment was loaded in Anaheim, CA on 4/21/15, the Anaheim, CA Wheaton facility e-mailed me copies of the completed Household Goods Descriptive Inventory forms because the copies that the driver left me were illegible.  I used those copies to document every carton/item delivered to both the Palm Beach Gardens residence as well as the storage facility.  I noted on my copy that 2 of the 3 cartons from 141/142/143 were missing.  After everything was delivered and I returned to Willie’s Transfer and Storage in West Palm Beach, FL to finalize the paperwork, Mike L*** forced me to sign off on the driver’s copies of the Household Goods Descriptive Inventory forms where he had checked off all cartons.

 

Your letter mentioned inventory numbers 141,142,143 which were all on one carton.  The inventory prepared at origin does list these as basically one carton with a > symbol next to the 3 inventory #s.  In our industry this is indicative of all numbers being present on one carton which often means that they have used 3 cartons to make an extended carton.  Since they must charge for all cartons used.  You have indicated that this means to you that you did not receive cartons # 141,142 however you made no notation at delivery.  A trace was initiated when you reported that you were missing items.  The trace concluded and all results were negative.  Have all items delivered out of the private (mini) storage facility?  Did you check to see if the lamps were in the cartons in the mini storage?  The inventory lists carton #91 as a lamp shade and carton #112 as lights and another lamp #158 all of which were checked off at delivery.

 [Response by Shipper/*.***** – 2/4/16]  The “>” symbol was NOT on the original Household Goods Descriptive Inventory form.  The driver at destination added that on his own.  On my copy, I also added it; meaning that there was a discrepancy for those three cartons.  When you compare the two copies, you can clearly see that the “>” symbol was written differently on each form copy.  I have provided a copy of each.

As soon as I discovered the four missing lamp shades/accessories and other items, I went through each carton in my storage facility twice.  None of the cartons in storage came from the Irvine, CA original origin address where the items had been packed by Wheaton.

I was reimbursed for the missing computer mouse keyboard rest (lost my movers in transit or at Willie’s Transfer and Storage); however, I was not reimbursed for the missing battery pack that was with my portable vacuum cleaner.  The vacuum cleaner was never wrapped.  In fact, several large items were never packed and were transported either loosely or bundled with tape.  That is negligence on behalf of the Wheaton packers.

There were numerous packed by owner cartons. The carrier personnel would have no knowledge of the contents of any cartons packed by owner prior to being tendered for transportation.

[Response by Shipper/*.***** – 2/4/16]  All missing items came from cartons packed by Wheaton at the original origin address of 6205 Archway, Irvine, CA 92618.  Those cartons were subsequently transported by Wheaton to their warehouse in Anaheim, CA.  The contents were not removed by shipper until they were delivered to destination in Palm Beach Gardens, FL.

There has been nothing provided to cause Wheaton to accept liability for the items claimed missing and our position of denial is being maintained.

[Response by Shipper/*.***** – 2/4/16]  All documents in my possession regarding my move were reviewed by my attorney and he agreed that Wheaton is liable for missing items and are subject to reimbursement.  Additionally, he did not find anything that documented that I had not paid for FRVP.  He sent a demand letter to John W*******, VP, in December 2015.

 

Sincerely,

 

 

Kathy K******

Director, Consumer Affairs

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

----------------------------------------------------------------------------------

Regards,

**** *****


Business Response:

I have received your rebuttal from the Better Business Bureau website.

Interstate movers are required to audit the charges assessed on the bill of lading.  This monitoring procedure makes certain that all charges are properly and accurately billed.  In most cases, the payment made at the time of the shipment delivery is final; however, to comply with federal regulations governing household goods interstate carriers, a correction must sometimes be made which results in an additional billing.  Our audit of your charges revealed that an additional amount of $405.00 was due for the valuation coverage that was inadvertently omitted from the original billing. 

My letter was referring to the storage valuation charge not charges for storage days.  Whenever a shipment is in storage in transit, the valuation charge also applies.  The storage valuation is 10% of the valuation charge every 15 days or fraction thereof.  This is spelled out in the Wheaton tariff.

The breakdown of the items offered is as follows:

ITEM                                                                      BASIS                                                                    AMOUNT

Computer keyboard rest                              As claimed                                                          $   19.02

Charge adapter/battery                                                good faith offer                                                     53.00

Tissue cover                                                       good faith offer                                                                     12.00

Lamp shade                                                        good faith offer                                                     58.00

Lamp shade                                                        good faith offer                                                                   143.00               

Lamp shade                                                        good faith offer                                                                   105.00

Lamp shade                                                        good faith offer                                                                     20.00

Sofa                                                                       Repair cost                                                            240.00

Swiffer Sweeper                                              As claimed                                                               10.59

Bench                                                                   Repair cost                                                              45.00

Dining table                                                       Repair cost                                                              60.00

Dining chair                                                        Repair cost                                                              80.00

Buffet                                                                   Repair cost                                                              80.00

Video base                                                         Repair cost                                                              95.00

Total                                                                                                                                                   $1020.61

Valuation charge                                                                                                                               -405.00

Total                                                                                                                                                      $  615.61

Deductible                                                                                                                                            -500.00

Total                                                                                                                                                      $  115.61

               

Ms. *****, in an effort to bring this matter to a conclusion, I have offered a good faith settlement of $391.00 for the items claimed as missing.  This amount represents approximately 50% of the amount claimed for these items.  The original offer, $629.61, included the payment of $19.02 for the keyboard wrist rest which is listed in your items claimed as missing.  This was paid on the check issued on 9-4-15.  This is a good faith settlement only and is not an admission of liability.  You signed for replacement valuation with a $500.00 deductible at a cost of $405.00. The 391.00 offer will be applied to the deductible of $500.00.

Ms. *****, as you can see in the illustration above, the deductible was never applied to the claim settlement prior to Ms. H******* preparing the checks to be issued to you on the claim.  You received a check for $170.11 and $54.50. You have received compensation of $224.61.  We consider our liability to be $115.61 after the deductible and the valuation charge are applied. Therefore, you have received compensation of $109.00 more than has been allowed.  We are accepting that it was our error and you will not be asked to refund that amount.  We will also apply that amount to our deductible.   In essence the amount allowed as full settlement is $224.61.

Ms. *****, I do regret that you experienced any difficulties with your relocation and that our services did not meet with your expectations.

Sincerely,

Kathy K******

Director, Consumer Affairs

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

Enclosure:           Release form

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.

The contract for my move (Bill of Lading) was fully executed on 4/21/15.  That means that legally Wheaton and I agreed to the terms of the service:

 

1.     Total of service (Excluding FRVP) = $11,273.73; signed and dated on 4/3/15 by **** ***** [Document:  Estimate/Order For Service]

2.     Total of service (including FRVP) = $11,719.23; signed and dated on 4/21/15 (date of goods pick up by Wheaton) by **** ***** [Document:  Bill of Lading]

3.     Bill of Lading dated 4/21/15 (prior to delivery of goods) signed by **** ***** and Calvin (Wheaton/Willie’s driver); balance due after final weight determination of delivered goods = $9,993.25.

 

Wheaton is now contradicting their written contract terms.  The Bill of Lading, page 3 of 3, states, “In the event of any conflict between the terms of the Estimate/Order for Service and the Bill of Lading, the document last executed shall control except for a Binding Estimate.”  The last document executed was the final Bill of Lading dated 4/21/15 that contains the balance due at time of delivery.

 

I did not provide my signature of approval on any document that states that the shipper will be held liable for any billing error on behalf of Wheaton, nor was I provided anything in writing as such.  Any charge issued to the shipper once the move has been completed cannot be verified and could be deemed fraudulent, such as the creation of an unofficial financial spreadsheet after the move was completed.  The Bill of Lading contains the following statement:  “Final Charges Subject to Audit”; however, it does not state that the shipper will be held accountable for any Wheaton billing errors.

 

In conclusion, a binding contract exists between Wheaton and myself, as noted above.  I am hereby rejecting your offer of partial payment.  The full amount that is still due to me is $706.03.

 

I will continue to pursue this until the contract has been honored.  My next step is to take Wheaton to Small Claims Court in Florida as that is the state where the contract was finalized.  If a Wheaton representative does not appear, they will be held in contempt.  Per my legal counsel, Wheaton will be held accountable to that contract and will lose.  That means that Wheaton will be required to reimburse me the total amount claimed as well as all associated filing and court fees.



Regards,

**** *****

Business Response:

Your most recent dispute has been received from the Better Business Bureau website.  I have attached copies of your bill of lading and the worksheet that I had prepared outlining the difference between the estimate and the actual charges.

The bill of lading clearly states Final Charges Subject to Audit.  There is nothing on the bill of lading that indicates that all charges were paid in full since all charges are subject to audit once the relocation has been concluded.  All paperwork is sent to our corporate office here in Indianapolis so that our accounting department can complete the audit.  This process was outlined in my February 9, 2016 letter of explanation.

I regret that you remain dissatisfied with our service and the responses that you have received from Wheaton World Wide Moving.  Wheaton has outlined our position and responded to all of your inquiries.  The claim has been closed and no further considerations will be forthcoming.

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.

Wheaton is in breach of contract.  I have nothing further to discuss through the BBB.

Regards,

**** *****

2/8/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Wheaton Worldwide refuses to compensate us for a table that they lost while moving our family from Baton Rouge, LA to Philadelphia, PA. First our belongings sat in a warehouse for several weeks past the agreed upon delivery date with no updates from Wheaton unless I called and requested an update. The Order For Service stated our belongings would be delivered at the very latest on 7/25/15. On 7/23/15 there was still no delivery date scheduled. It was very difficult to get any information from Wheaton and ultimately I had to speak with a supervisor (Aaron R***) to get any updates. Finally on 8/7/15 a truck arrived at our new residence. We were offered very little compensation even though we had to purchase an air mattress, clothing, cookware, food, etc. Wheaton expected us to stay in a hotel for reimbursement but we could not afford to pay for 2 weeks in a hotel up front. Since the delivery date was delayed so long it interfered with our schedule and my wife was not able to be present with me during the delivery. Therefore I was the only one monitoring the movers and unloading of goods. I was struggling with trying to direct the two movers while checking off items as they were unloaded. The driver, Jason C****, told me not to worry because he personally guaranteed that each and every one of our items were present and accounted for. However, it should have been a red flag for me when he started cat-calling young women as they walked past. When the two movers and the driver were finally finished and had left our residence, I began to unpack our items. On 8/10/15 we noticed that a small iron table (valued at $415.80) was missing. I immediately contacted Aaron R*** who contacted Dakota S***** from the Claims Department in order to start a trace. On 8/19/15 we had not heard from Dakota and I attempted to follow up directly yet received no response. I tried again on 8/31/15 and still did not receive a response. Eventually on 9/30/15 I received an email from Debbie G******* in the Claims Department who stated a trace had begun. This meant that almost 2 months had passed before Wheaton attempted to track down our missing table. If it was misplaced I imagine it was long gone by that point. A couple weeks later I received a letter from Sharon W*****, Tracing Specialist, dated 10/1/15 that indicated the table had not been located. I can only assume based on the correspondence dates that Wheaton spent minimal time (1-2 days) attempting to locate the missing table. I followed up with Debbie G******* on 11/2/15 and she said that our file was on her desk for review. On 11/7/15 I received a claim settlement letter in which Wheaton declined liability for the missing table. I immediately contacted Debbie G******* who said my concern would be reviewed. Several weeks later I received a letter dated 11/19/15 stating that Wheaton was maintaining the denial of liability as there is no evidence the table is missing. I attempted to contact Debbie G******* on 11/23/15 and again on 12/26/15 via email in addition to writing and mailing a letter. Debbie nor anyone else ever responded or indicated my concern was received.

Desired Settlement: We are asking to be reimbursed for the table at a value of $415.80. If Wheaton can meet that request we will consider the issue resolved.

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 trace was completed by Ms. W*****.  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 responses to the trace were negative and nothing was located that belongs to your shipment.  Upon delivery the inventory sheets were signed by you without any written notation to any items believed to be missing. 

 

In response to the delay of delivery, Mr. R*** documented that there was an agreement reached regarding the amount of $975.00 that was offered for the delay and this amount was applied to the final charges prior to delivery.

 

A check was issued to you for the damages that were claimed in the amount of $890.00.  There has been no new information provided to support payment of the claim for the iron table; therefore, the denial is being maintained.

 

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

 

Sincerely,

 

 

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.

I find the response to my complain unacceptable and as such will proceed to take this issue to small claims court. If the dispute is not resolved at that point I am prepared, along with legal counsel, to take the case even further. 

I would like to know when the trace was completed by Ms. W*****. My documents show 10/1/15, which would be almost two full months after the item was reported as missing by me on 8/10/15. However, further documentation seems to indicate the trace was not even begun until the end of September. In my opinion that means the trace was not nearly thorough enough. Is it not possible that the table was delivered to another customer's residence or storage unit and said customer chose not to disclose the error? There are some very dishonest people in this world and a $400 iron table from Restoration Hardware is likely an item many individuals would find to be worth keeping.

Because of the lack of information and repeated delivery delays I was forced to be the only one present for the offload of our items. Had the truck been on schedule, my wife would have been able to be present as well. The driver, Jason C****, told me not to worry about checking off the items on the inventory sheets when he noticed I was having trouble keeping up. I believe it is possible Mr. C**** knew the table was missing because he made a comment towards the end of the offload that any missing/damaged items cause him to receive a bad rating and a penalty (fine?) from Wheaton.

While I appreciate Mr. R***'s offer to compensate us during the delay, it was not nearly enough as we were forced to sleep on the floor, eat meager meals, and go without many essentials for several weeks. The $975 only covered a portion of our expenses and well-being during the delays.

After all we went through with Wheaton, the very least they could do is honor our request to be reimbursed for the lost iron table. I would like to reiterate that at this time I do not accept Ms. K******'s apology and will never use the services of Wheaton World Wide Moving, nor will I recommend their services to anyone else.


Regards,

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


Business Response:

A copy of your rebuttal letter to the Better Business Bureau has been received.  In answer to your questions regarding the trace, the trace was started by our tracing department on August 22, 2015 and concluded on October 1, 2015.  Traces, like claims, are processed on a first come first served basis.  Prior to my first reply to your BBB inquiry, I did verify that all parties were contacted during the trace process.  Although the trace was negative, we maintain those records for an extended period of time in case someone would later discover the item and contact us.  If that would happen we would notify you immediately.  I have confirmed with Aaron R*** that you replied to his confirmation email on August 10, 2015 and reported the loss at that time.  Although this was 3 days after delivery, I will agree to a good will settlement of $207.90 in an effort to bring this matter to a final conclusion.

 

The day I received the rebuttal letter from the Better Business Bureau, Wheaton claims also received a supplemental claim form from you that included 3 additional items that you are now claiming.  Mr. ********, there was no mention of additional items prior to our receiving this claim form.  Your initial claim included 22 items both furniture items and packed items which would indicate that you had thoroughly reviewed your household goods for any new damage that might have occurred while in transit.  When you signed the initial claim form you signed below the statement “…… and constitute my complete and entire claim growing out of or in any way connected with the transportation or storage of my possessions.”  The damage that you are currently claiming should have been noticed prior to the submission of your initial claim.  No supplemental claims for loss or damage will be accepted and your supplemental claim is being denied.

 

The agreement of $975.00 for the delay claim is Wheaton’s final offer for that claim and no further review will be considered.

 

Enclosed is a final release form in the amount of $207.90.  Please sign the release form on the line indicated “Claimant” and return the signed release form to my attention for prompt payment.

 

Sincerely,

 

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 find that this resolution would be satisfactory to me. 

Thank you for coming to a mutually agreeable compromise. I have attached a scanned copy of the claim release form and will also send the original via USPS mail.

I accept the denial of the additional 3 items claimed to be damaged. These damages were not found until pulling items out of storage. I assumed that only one claim form was allowed and that has been confirmed.

I understand no additional compensation on top of the $975 will be given for the delay. However, we advocate that Wheaton evaluate it's delay compensation policy. Many families like our own may not be able to pay for extended hotel stays and meals up front for future reimbursement.

Regards,

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

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
X

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

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20 Customer Reviews on Wheaton World Wide Moving
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