Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end I was FORCED to pay $3346.24 more for the move, because that was the only way I was getting my items and I did not receive everything, and not all furniture was assembled as agreed!I would like a compensation for my time and the distress your company has caused me! This was an unfair process of holding my items hostage!***********************

  Business Response

  Date: 10/31/2023

  We have reviewed the relocation file for your move from ******* to *****.
  
  Your original estimate for transportation services was based upon an estimated weight of ****** lbs., compared to your final bill for transportation charges which was based upon a weight of ****** lbs., which resulted in an increase to your final bill.
  
   Your claim for missing and damaged items has been received in our ***************** and is in the process where it will be reviewed.
  
  On behalf of **************** Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer Answer

  Date: 11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  you provided a BINDING estimate! The you changed the estimate to add some weight , the final estimate was less than the second estimate. the bill. of lading was never provided as the driver drove off with my inventory which I know consider theft!

  I do no have an actual weight or the ***** that the weight was correct!!!

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

  
  

  Business Response

  Date: 11/17/2023

  We have reviewed your 2nd complaint to the Better Business Bureau regarding your relocation from ******* to *****.
  
  Your original proposal (copy attached) was prepared for packing and pickup into storage. Your transportation estimate was based on an estimated weight of ****** lbs. A copy of this estimate with your signature accepting the charges is attached.
  
  On behalf of ********************************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer Answer

  Date: 11/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The manager at the *********************** tried extorting more money from me even after the binding estimate that you sent was signed! luckily I had an attorney that told me that it is totally illegal! The money order for that amount was sent to ****** after many unprofessional conversations with bekins. 
  The total for BOTH estimates that I agreed to that were BINDING was $22742.24. That total was confirmed by the sales person *************************!
  I was forced to pay an extra $3346.24 in order to receive my items - they arrived damaged and lots of missing items that you driver took with him as per my opinion. The driver DROVE OFF without confirming the condition of the items even though he saw plenty of damages or actually providing the bill of lading to me!!!
  
  
  Regards,
  
  ***********************
  
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/30/2023

  Ive responded to this complaint on 10/31 and on 11/10 (those dates may be approximate.)  The customer has not provided any documentation to support her allegations.

   

  Please close the complaint. Thank you.

   

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

  Wheaton | Bekins

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I provided all the information proving the extortion by *****************************! The original complaint had the ORIGINAL binding estimates and the new estimates I was FORCED to pay in order to receive my items/inventory - I did not receive all of my inventory to this date! 

  refer to original complaint - includes estimates, text messages and emails!
  
  Regards,
  
  ***********************

  
  

  Customer Answer

  Date: 12/04/2023

  text messages with the sales rep of the ***** amount that would be due

  Customer Answer

  Date: 12/04/2023

  text messages with the sales rep of the ***** amount that would be due

  Customer Answer

  Date: 12/04/2023

  binding estimates!

  the first estimate included both moves from ********* to storage, from storage to *****!!!

   

  the final price was ******* more than I was quoted on the BINDING estimate!

  The *********************** EXTORTED the money from me in order to receive my items! NOT ALL items arrived!!!! items were DAMAGED!!! the services were not provided as quoted!!!

  Business Response

  Date: 12/08/2023

  As previously stated, your original proposal (copy attached) was prepared for packing and pickup into storage.
  
  Attached is a copy of this estimate for $11,004.33 which you signed agreeing to that price.
  $11,004.03 was collected by the local agent.
  
  Attached is a copy of the estimate for the interstate portion of the move for $14,250.51 which you signed agreeing to that price.

  $14,250.51 was collected for this portion of the move.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  As I previously stated the problem is with the move from storage to ***** - the estimate was only signed as that was the only way I was getting my stuff delivered! It was pure extortion and the amount did not match the original binding estimate. ***************************** refused to honor the original estimate and forced me to pay more in order to get my stuff. 
  also not all services were provided and many items were delivered damaged or not delivered at all. The driver you sent ran off without me signing anything or noting the damages. Most likely he ran off with my stuff. 
  My stuff was held hostage and I was forced to pay more than I originally agreed to 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:08/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from ****** ** to ************ ** in Dec 2022. I hired ****** Wheaton for my move. On 12/24 23 my contents were delivered on Christmas Eve morning. ****** driver hired 2 guys off the street to unload me since no moving company in the area wanted to unload on Christmas Eve. They were paid cash, they were not vetted or fingerprinted. In this unloading two of my diamond rings came up missing. The police were called and a report filed. The two guys and driver were the only guys that had access to my bedroom or house. Wheaton denies any responsibility. They say this is a criminal issue and contact the police. Both rings were valued at approx 16K. I did file a claim with my insurance but they only paid for $11500and my insurance rates were increased. I am asking for a minimum of $5000 in reimbursement for *** not covered and possibly the entire $16k to reimburse my ******************* This was a criminal act verified by the police. ******************* Director of Wheaton in Indy was the last person I emailed. Wheaton Bekins remains firm they are not responsible. Most business I know are bonded and insured and background check their employees. I am hoping you can help me.

  Business Response

  Date: 09/01/2023

  We have reviewed the relocation file and claim information for your move from ******, ******** to ************, *******. Your claim was received and was reviewed by a household goods claims adjuster. Your claim file was subsequently reviewed at least two additional times by managers in the ****************** On April 18,2023, you received an email with the final claims settlement offer.
  
  As stated in previous communication from the ****************** with regard to the reported missing jewelry, when there is a claim submitted for items that a customer is alleging to have been stolen, a police report should be filed and the authorities will conduct an investigation.
  
  According to your April 12 email, you have filed an insurance claim and have received a settlement from that company.
  
  On behalf of Wheaton Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently contracted with Bekins moving to move from ******* to **********. We paid for some packing and unpacking services as well as full insurance with 0 deductible. ****** had their sister company, Wheaton World Wide, complete the move (we we never informed before the moving truck showed up.) On the day of the move multiple boxes were not tagged and two items were not loaded. When they delivered our items in ********** there were approximately 15 boxes with no tags, so it was difficult to tell what was and was not delivered. No unpacking services were performed - no boxes unpacked (boxes the movers packed such as table glass and lamps) and no furniture was put back together. In addition, we are missing multiple boxes including my everyday cookware. We informed the moving company of all issues immediately and filed for reimbursement. Despite being charged for full insurance, Wheaton is refusing to pay for items that were not delivered and they have not refunded the unpacking charges despite saying they would the day after the move.

  Business Response

  Date: 07/27/2023

  We have reviewed the relocation file and claim information for your move from *********, ******* to ******, **********.
  
  Your claim was received and was reviewed by a household goods claims adjuster. A copy of the adjusters settlement letter to you dated July 19, 2023, is attached to this response. As stated in this letter, our records indicate that all items received for shipment were accounted for at delivery and were signed for upon delivery. No reports of missing items were made at that time, and no evidence of any losses has been found in our file. Nonetheless, we always conduct a thorough investigation whenever an item is reported missing. In this case, our trace yielded no results. Therefore, we cannot assume any liability for the alleged loss, and we must deny this portion of your claim.
  
  Regarding your statement that no unpacking services were performed, your credit card has been credited $44.53 for the unpacking which was previously charged.
  
  On behalf of ********************************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer Answer

  Date: 07/29/2023

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

  We notified Bekins/Wheaton about the number of boxes that were not tagged upon delivery so we could not identify the missing items until we unpacked. The move coordinator was aware of several issues, including the missing tags for boxes (boxes that were received so all boxes were not tagged when they loaded and recorded the items at origin). The move coordinator instructed me to put in the claim without the tag number. (Screenshots of the emails are attached).

  One item, the custom cart, was never loaded at origin, just like the lamp. A picture of the cart in the home at origin after the move is also attached. This item was to be loaded, but they did not. 
  

  As of today, July 29th,  no refund had been issued to my credit card for the unpacking fee. 
  

  We paid for full replacement insurance with 0 deductible for this move. The movers did not tag all items, did not load two items, and did not unpack items per contract. I do not feel we should be out money because they lost Items that they did not tag, and items they never loaded. We have not asked for excessive amounts, and change our replacement cost for one item when we found we could replace the missing part, instead of the entire vacuum. We also notified the company of the issues on the day of the move and followed their guidance for submitting a claim. For these reasons we feel the settlement offer of $250 is unacceptable and does not fulfill their responsibilities based on the contract that was signed. 

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

  
  

  Business Response

  Date: 08/16/2023

  
  Your claim was reviewed a 2nd time by the ***************** and a revised settlement was offered to you. Your signed claim release has been received and the claim settlement payment was issued. 

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For a move from ******** to **********, we had Full Value Protection for our belongings with Wheaton. As can happen during moves, some damage and breaks occurred and some irreplaceable items were lost, including a collection of my late mother's and grandmother's teacups. Wheaton refuses to acknowledge any liability for loss and damage even though we noted on the paperwork that we had not done a full assessment/inventory on the day of drop-off. (I was alone when the drivers arrived.) Their claims representatives have categorically said no to any liability (apart from offering $200 to have a basketball hoop that was put together backwards--even though we asked for someone to come fix it) back in March. I provided photographs of all of the damage/breaks with my claim back in mid-March. I have zero faith that they looked for the missing boxes and they didn't seem to care when I complained that one of their drivers reeked of marijuana the entire time he was unloading. I've been patient and considerate and get one line answers to my detailed emails/documentation. I do not want to resort to leaving bad reviews but as someone who has moved many times with various major moving lines, I have NEVER received such appalling service. I'm heartbroken about the lost items and hurt that a company I trusted with my belongings takes zero responsibility even though we paid handsomely for services. I'm a reasonable person being treated unreasonably.

  Business Response

  Date: 05/04/2023

  We have reviewed the relocation file and claim information for your move from ******** to **********.  
  
  Your claim for damages was received and was reviewed by a household goods claims adjuster. The claim file has received a 2nd review by the adjuster, and has been reviewed by the adjusters supervisor. A copy of the adjusters settlement letter to you dated April 6, 2023, is attached to this response. Liability for the basketball hoop was accepted in the amount of $200.00.
  
  As stated in the adjusters letter, according to our records, your shipment was in permanent storage at ************ **** Our liability for safeguarding your shipment began when our driver received your shipment from the storage warehouse. The previous storage and packing of your household goods was not a part of Wheaton Van Lines service. It would have been handled by the storage warehouse by a separate contract with you under their own authority. In reviewing the claim there are no indications of any carton damage to confirm any mishandling while the cartons were in our care. The driver also documented that the damage to the black table existed prior to our receiving it for shipment. Based on this information, this portion of your claim must be referred back to ************ ****, for determination of any liability they may have under their separate storage contract.
  
  According to our records, everything we received for shipment was accounted for at delivery and signed for as being received. There was no notation that anything was believed to be missing, and there is nothing in our file confirming any loss. Whether a loss is confirmed or not, we do initiate a trace in an effort to locate items reported missing.Our trace has been completed and nothing was located. Since the proper notations of loss were not made on the inventory, at the time of delivery, for the items you claimed as missing, there is no way to confirm any loss occurred and we must respectfully decline liability.
  
  On behalf of Wheaton Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  Date:04/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were incredibly slow moving everything out of our apartment, with one of the movers explaining that this was a new crew and they did not know how to load things into the truck properly. We asked them if we should wrap furniture with additional shrink wrap, but they said they would use towels. They did not do this for any of our furniture, which we only noticed on the other side.When they arrived at our home 1 mile away, they again had trouble moving the truck. They carelessly brought items into our house. Leaving scratches on most walls and a number of the ceiling. They also dented two steps and chipped many wall corners. We made a list of 6 scratched pieces of furniture. Worst of all, they broke our dining room table leaf making it impossible to use the table.At the end of the job they tried to charge us $1800 for 9 hours of work. While this was already an overcharge (it had not been 9 hours) we were very upset about all of the damage to our property and our walls and floors. We also felt that we should not be charged for their inability to load and drive the truck.***** basically gaslit us, telling us that these things happen and that it was not as bad. He insisted we pay for all of the extra time. He also did not deduct the deposit from the initial invoice!We told him we would not have it and told him we would like him to come file a claim with insurance for all of the damage. He said he would discount our job $400 if we stopped contacting him. I guess some kind of bribe? We felt stuck wanting this terrible day to be over, but also needing someone to address the damage. We paid and tipped our movers, but now will need to pay significant more to buy a new table and **** and paint most of the walls in our house.***** was unkind, unprofessional, and still has not agreed to come file an insurance claim for our damaged property. If he is insured, I do not see why this would be a problem. We sent him pictures and he still has not responded.

  Business Response

  Date: 04/17/2023

  I do not find an order in our system under this customer's name - or even a close match to their name. Can you provide me with a Wheaton Van Lines, Inc., order #? If your move was within state lines, this would not be a Wheaton Van Lines move.

  Thank you.

   

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Wheaton Moving ** to move our belongings from ************* to ************** to our storage unit. All items were packed by ** with the exception of the one item that was damaged during the move; they packaged it up and we paid a fee to have them do so.All items were delivered to our storage unit, and we took out additional insurance to insure the safety of our belongings. When our home was ready to move into this past February 2023 we opened boxes to sort through to move from the storage unit to our home. To our shock and horror an antique chandelier that was been a family treasure was broken in the move. Again, the one item THEY packaged.We filed a claim seeing we had insurance on the items and the woman assigned to our case denied the claim stating everything was to be thoroughly checked at the time of drop off. This was impossible on so many levels! Our items were to be stored until we could move into our new home. The contract also stated we had months to file a claim for damaged items. It would make no logical sense we could inspect an entire haul of items that we kept stored for the move! Hence why we took out additional storage. We are seeking reimbursement on the item damaged by the moving company that moved and packaged up!

  Business Response

  Date: 04/17/2023

  We have reviewed the relocation file and claim information for your move from South ********, ************* to a self-storage unit at **************** in **************, **************.  
  
  Your claim for damages was received and was reviewed by a household goods claims adjuster. A copy of the adjusters settlement letter to you dated March 17, 2023, is attached to this response. As stated in the adjusters letter, with regard to the claimed damage to the chandelier,your shipment was delivered into a self-storage unit on November 10, 2022. When a shipment is delivered into a self-storage unit, the carrier (Wheaton) has no further liability, as they have no control over the manner of storage or subsequent handling of the goods. For that reason, liability is accepted only for loss or damage noted on the inventory in the presence of the driver at the time of delivery. The importance of checking a shipment to record new damage or loss is described in detail in the information provided prior to your move.This literature is furnished to our customers so they will be aware of the check-off procedures, and to avoid any misunderstandings at a later date. No notations were made on the inventory at delivery confirming damage, and we have no basis on which to accept liability for your claim.
  
  On behalf of Wheaton Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 4 different estimates. With a delta of $8k, all estimates came from the same person/company ********************************* (***************************). The Estimator came to my house and did a full inspection and photographed all items. He was the subject matter expert and I expected competency.The first written quote was $10,868.78 rcvd 6 Feb.Then we recv'd a phone call saying it would be greater than $15k.$12,183.87 recv'd an email dropping the cost on 17 Feb and last email was for $18,563.64 recv'd ************************************************************************* responsible. The Estimator walked through the entire house (twice), looking in every room, closet, looking at the outside furniture and photographing everything as he went along. He saw all of the items that had already been prepacked (boxed or shrink wrapped). I continued to box items even after he left my home. Even though we anticipated downsizing, I asked **** to make sure his estimate would include everything in the house. Meanwhile, as planned we donated 2 full living room sets to less fortunate families and sold a 3rd livingroom set. We packed up and moved two outdoor patio sets and a sunroom set. We also took all of the boxes and bags that I recently packed, that were sitting in my basement, to our new residence in *******. I believe I should only be liable for the original quote of $10,868.78. They should reimburse the $2,533.47 (I paid $13,402.25 on 24 Feb) as well as dismiss the remaining balance.

  Business Response

  Date: 04/06/2023

  **************** Storage, an agent of Wheaton Van Lines, was contacted to complete a pre-move estimate for this client for a move from ********, ******** to ******, *******. An in-person estimate was scheduled for February 3rd, and during this walkthrough, the clients indicated item-by-item what they would be packing by themselves, and what might potentially be packed by Eureka.
  
  On February 6th, the salesperson created an original estimate for a total of $10,868.78 that included transportation costs for an estimated ****** lbs., fuel surcharge, packing/unpacking of four king/queen *********** and valuation. Specifically, this estimate did not include any packing services.
  
  On February 17th, the salesperson was contacted by phone by the client, who requested an updated estimate to now include a partial pack of the estimated 20%, packing and destination services for two grandfather clocks, and crating and uncrating services for the glass kitchen tabletop. The salesperson followed up via email with an updated estimate of $12,183.87 and was contacted later by phone by the clients who confirmed that they were ready to proceed with **************** Storage /Wheaton Van Lines for their move.
  
  On February 19th, the salesperson contacted the client to confirm packing and moving dates. The clients confirmed the dates, and also informed the salesperson that the house was 80% packed and the remaining 20% of items were ready for packing.
  
  On February 21st the Eureka packing crew arrived with enough materials to pack upwards of 35 boxes, box two grandfather clocks, and crate one glass tabletop. Upon arrival, it was clear to the crew supervisor that not even close to 80% had been packed (as advised by the clients on February 19th) and that there would be a need for additional materials, crew members, and time. The crew supervisor contacted the salesperson and alerted him to the situation. The salesperson then contacted the clients and informed them that to move forward, there would need to be a steep increase in the price as Eureka would now need to pack a significantly larger amount than was originally discussed. The clients requested an updated estimate over the phone, which the salesperson declined as it is company policy to provide only written estimates. He agreed to provide a price update once there was a better understanding of the scope of change in additional packing.At no point was a $15,000 figure mentioned.
  
  On February 22nd the Eureka pack crew arrived for its second day of packing, and continued to pack while the Wheaton driver loaded the truck. Once the packing was finished and the truck finally loaded, the salesperson was able to provide an updated price which now included additional packing materials used, additional labor, and the additional day of packing. The final total was $18,563.64. The total weight of the shipment was less than 10% off what the salesperson had originally estimated. The amount of packing originally estimated under the advisement of the client was only 35 cartons; however, by the end of the second packing day this had increased to 164 cartons a 129 carton difference which the clients (until the first packing day) had assured the salesperson that they would pack.
  
  **************** ****************** elected to waive the cost of packing the second grandfather clock, destination charges for the two grandfather clocks, and additional costs to uncrate the glass table top at destination. These adjustments were made in the interest of customer satisfaction. The order discount was also increased. At this time, the client has paid only a portion of their bill and has received an invoice for the balance due. Full payment of the remaining charges is expected.

  Customer Answer

  Date: 04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  No they have not addressed the issue. For no apparent reason they have resulted to compiling false statements and accounts on top of the incompetencies weve endured during this entire process. 
  Fact: I never requested a partial pack.  I walked *********************** through my entire house twice, allowing him to take photos and informing him everything must go. 
  Even though he photographed the entire house inside & out, including closets, storage and garage. The first email estimate did not reflect in writing key items. It listed items that were not in my home and the items that were of concern (and discussed in detail during his visit) were completely missing from that estimate. I brought it to his attention, that Id feel more comfortable if those items were noted on the estimate. That was the beginning of all the problems; it catapulted from there.Multiple quotes and changes to the estimate (telephonically and email), yet absolutely nothing changed as it relates to the items that needed to be moved.
  Fact: He was informed everything was going and the estimate should reflect that.  He was also informed that I was packing items for the purpose of staging the house for sale. I would continue to do that but never told **** to dismiss or exclude those items in his estimate. The email on 19 Feb was in response to a call that I made on 17 Feb asking about the third party who would service the German Shrunk and German Grandfather Clocks.  Again, the need for multiple communications was due to failure to provide clear and accurate information.  As the subject matter expert, *********************** shouldve been thorough and professional from the very first interaction.
  Fact: I packed several items and relocated them to ******* after **** did his walkthrough but prior to the date the moving team was expected to arrive. That included selling two Livingroom sets, moving one patio furniture set, one sunroom furniture set, bags of clothing, boxes with books, decorations, dishes, etc. Despite all this our estimate continued to change, increasing in price.
  I selected them over two other reputable companies because of my past experience with them during a military move. Im extremely disappointed with the way theyre handling this issue.  Im uncertain what level of management this complaint is being routed to within the company, but if its going solely to the local owner (who I spoke with already via telephone) this response is not surprising. Id like communication from a member of the Executive Leadership team at the parent company in ****************.  
  Regards,
  
  *************************
  

  Business Response

  Date: 05/01/2023

  As stated in our previous response to this complaint, the original estimate for a total of $10,868.78 included transportation costs for an estimated ****** lbs., fuel surcharge, packing/unpacking of four king/queen ********** (only), and valuation. Specifically, this estimate did not include any packing services other than the **********.

   

  The actual billed weight and cartons packed are documented on the attached: (1) Invoice/Freight Bill; and (2) Inventory sheets.

   

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

  ********* ****** Development

  Wheaton | Bekins

  Direct: ************ | **************************

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  *Has the company addressed the issue of the dispute? No
  
  *If not, why? The response states the estimate did not include any packing. However the estimator was informed the whole house, inside and out was to be packed. Some items were being prepacked so the house could be staged for viewing. This was definitely known. The individual who responded below was never involved in any communication. Both the estimator and owner of that location are aware that the packing of the household was to occur. The company owes me the amount that was paid in excess of the original quoted contract amount of $10,868.78. The company was grossly negligent, lacks integrity, and determined to ignore the inexperience of the estimator, that is why we are here trying to resolve this now. Owning and accepting responsibility is squarely on their shoulders. It is not the fault consumer and we should not be badgered. 
  
  *Has the company met the agreement they outlined in their response? No
  
  
  
  Regards,
  
  *************************
  

  Business Response

  Date: 05/12/2023

  *******

  We are at an impasse with this customers complaint. The customer still has a balance due ********************** of $3,977.74 on their bill mostly due to items and services that were provided and were performed on their relocation and were not on the original estimate. These items and services were documented, and this has been explained to the customer both by her salesperson in ********, and in my two responses in the BBB portal. The estimate that was presented to the customer was clearly identified as non-binding i.e., it was the price for the items/services listed, but items/services not on the original estimate would be billed. The reverse would have been true items/services on the estimate had NOT been provided the charges would have been removed.
  

  We will continue to pursue collection on the outstanding bill.
  

  Thank you.
  

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

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

  Wheaton | Bekins

  Direct: ************ | **************************

  www.wheatonworldwide.com | www.bekins.com 

   

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wheaton World Wide Moving was accountable for packing two storage units, packing/wrapping my furniture, and loading my belongings into their semi Jan. 5 and 6, 2023. Their agent was responsible for ensuring the safe packing, loading, transporting, and unloading of my things from AZ to IL, delivering Jan. 11, 2023.Wheaton WWM did not have sufficient room in the semi as planned. The movers insisted for over 2 hours (I have witnesses) on trying to jam everything in. The request and plan was for at least a half of a semi-truck of space. Wheatons movers caused over $3,500 in damages. After insistence by me--and after I contacted U-Haul--the driver arranged for a truck to pick up my "overflow" items. My overflow was missing for 3 weeks--no one could reach the driver. I learned later my things were in a warehouse. When the overflow items arrived Jan. 31, 2023, three things were damaged. I only claimed damage for the butcherblock table, metal planter, river rock birdbath, standup metal desk, cabinet plexiglass, swivel mirror, space heater, extra-large storage bin, large cat tower/tree, and canvas case for a massage table. I excluded from the claim the damage to my wooden queen-size bedframe, bedside table, 200+ year old barrister cabinet base (I repaired), and marble top table (I repaired). I am not trying to make money. I just want to be compensated for what was damaged between when my possessions were touched by the movers in AZ to when they were unloaded from either of the moving trucks to my residence in IL. My move agreement included a full replacement value and a $500 deductible. Wheaton WWM declined my claims for the dining table, China cabinet glass, massage table case, and laundry basket. They didnt even mention the bin or space heater. They only allowed for $200 UNDER my $500 deductible, so they are not compensating me for anything. I paid $15,030.95 for the move, PLUS I stupidly tipped the movers (before I knew of all the damages) over $1,200.

  Business Response

  Date: 04/06/2023

  We have reviewed the relocation file and claim information for your move from ******, ******* to ******************.
  
  Your claim for damages was received and was reviewed by a claims adjuster. Your claim also received a second review by a Claims Manager. A copy of the Managers settlement letter to you dated April 5,2023, is attached. The settlement letter details the amount allowed in the settlement for each item, as well as the justification for any items denied. The Claims Manager also provided you with another claim form so that the ***************** can review additional items on which you are claiming damage.
  
  On behalf of Wheaton Van Lines|Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 26, 2022, Wheaton World Wide Movers came to pick up my belongings in So Calif. to be moved to ************* **. It took them 13 hours to load, because they only brought 2 movers and the driver wasn't helping the 2 guys move stuff. As they moved my desk downstairs, they dropped it and broke it. They repaired it the best they could right then and there, wrapped it up and put it on the truck to move it. After taking 13 hours to load, the driver was too tired to do the proper paperwork, which meant he didn't talk to me about the Insurance coverage I wanted to protect my things during the move. He said we would deal with the paperwork on the other end. On Oct 14, my stuff was delivered. They start bringing things into my new small apartment, stacking boxes everywhere. I asked the driver where the Packing list was, so that I could mark the boxes off as they were brought in. He said "No one ever uses that, don't worry about it.".....I said to him how would you know if everything is delivered without the paperwork. He reluctantly gave it to me, and I did the best I could to mark off the boxes that had already been brought in, while trying to mark off the boxes coming in. He brought in 3 boxes that belonged to another person's move, which I gave back to him. At the end, I realized I didn't see my desk. The driver informed me that he decided it was beyond repair, and opted to throw it away before it reached me. 2 weeks later after I had finished unpacking, I realized there were 3 boxes missing. One was a piece of art, and 2 were boxes of clothing. I filed a claim for these items (including my desk they threw away), they denied my claims, stating that I needed to have told them what was missing before they had left the premises on October 14, and I wasn't insured They would not speak to me on the phone, only via email, and they just kept denying my claim and any wrongdoing. One has 9 months to file a claim for lost or damaged goods, but what is the point?

  Business Response

  Date: 04/04/2023

  We have reviewed the relocation file and claim information for your move from ********, ********** to ***************,*******.
  
  Your claim for damages was received and was reviewed by a claims adjuster. A copy of the adjusters settlement letter to you dated November 18, 2022 is attached to this response. As stated in the adjusters letter:
  
  Prior to your move, you were provided with a link to the booklet entitled, Your Rights & Responsibilities When You Move. On page 12 under the section Inventory, paragraph 2 states, After completing the inventory, both you and your mover must sign each page of the inventory. It is important that before signing you make sure the inventory lists every item in your shipment and that entries regarding the condition of each item are correct. You have the right to note any disagreement. When your shipment is delivered, if an item is missing or damaged, your ability to recover from the mover for any loss or damage *** depend on the notations made on this form.
  
  Based on the information in this booklet, which is required by the ******************************************** (FMCSA), which you were given prior to your move you were responsible for noting any missing items at the time of delivery on the inventory form.
  
  The adjusters settlement offer includes $380.00 for the desk. However, our records indicate that there is an outstanding balance due of $629.89 on your shipment. Your claim settlement will be applied to this outstanding balance.
  
  On behalf of Wheaton Van Lines|Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  Date:03/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2020 , we opened a claim with Wheaton for the damage to a privately owned street as a result of a Wheaton/Bekins moving truck. We provided pictures and all details. We have been given the run around for almost three (3) years . Our claim number is I 142 20. We have now we have been told we have not followed procedures, and not eligible for the cost of the repair to our street in the amount of $1,500.

  Business Response

  Date: 03/31/2023

  We have reviewed your complaint regarding damage to a driveway in ******, ******** in July 2020.
  
  The shipment was loaded from residence on July 27, 2020. On January 20, 2022, the claimant contacted our ***************** and a claim form was sent to the claimant. The completed claim form was emailed back on October 26, 2022 (9 months after the form was sent.)
  
  The ******** statute of limitations for property damage claims is two years from the incident date. In this case the statute of limitations expired July 27, 2022.
  
  No further action will be taken on this claim.

  Customer Answer

  Date: 04/02/2023

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

  
  Contrary to the representation of Wheaton, the records below shows that we have been communicating with Wheaton Van Lines since 2021.  We repeatedly followed-up with the company (see below), and many times there was not a timely response.  Prior to January 20, 2022, ****************** did not require us to complete any forms, nor did anyone representing Wheaton. In January of 2022, we were sent forms for the first time, with an acknowledgement from ****************** that our process of obtaining bids did not have a due date. In fact, ****************** in his email dated March 2, 2022, stated: This is perfectly OK. A significant percentage of our claims are weather dependent, especially in Northern Mountainous areas.  No worries  He told us that we could provide him the information when it was complete. The facts are not disputed: a fully loaded trailer, with a four door sedan in the trailer, were left on our private street for days while the cab was repaired. Our property was damaged. The damage to our property has been repaired. We are simply asking for reimbursement. This is not a legal issue involving a statute of limitations. Rather, it is an issue of unfairly leading on a customer and then mistreating the customer, in violation of better business standards.  Im happy to have any representative form Wheaton out and show the repair to the asphalt. 
  
  Emails and pictures substantiating the facts are found in the attachment. 
  
  Regards,
  
  *****************************