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:01/17/2023

  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 moved from **** Rapids, ** to **********, **. The process started on 6/30/22 with packing and partial loading of the *** Movers/***** Van ********************** truck. Loading was completed on 7/2/22 and the truck headed out before noon. The reason for this claim is the condition of our furniture and personal items after the move. A wood file cabinet was damaged beyond repair, a pine cone Christmas tree stored upright was turned on end and two 16 pound bowling ***** tossed in for good measure. The binding of our wedding album was crushed. Various kitchen items missing include a stainless steel stock pot and 3 cookie sheets. We have 2 LCD television sets, both carefully packed in the original containers along with one streaming box, packed in original carton and enclosed in the smaller of the 2 displays. That display was removed from the original carton and both remote controls were missing. A half dozen current Trains magazines are also missing. The cost for all this was quoted at $13,302.03. After we agreed, it was changed to $15,062.04. The original quote specified Full Replacement Value Protection, zero deductible. The higher quote ***** 7055-0297 somehow did not include this spec. The time we spent documenting all the damage went right out the window. We received a check for $33 an insult. We are requesting $570 due to the extent of damage and disregard in handling our property.

  Business Response

  Date: 01/20/2023

  We have reviewed the relocation file and the claim file for your move from ********* to ********. Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster.
  
  Attached is a copy of the settlement letter sent to you on November 29, 2022. Also attached is a copy of the bill of lading for your shipment. You signed this document on July 1, 2022 under Option 2 which is a waiver of full replacement value protection. By signing this option,you released your shipment to a maximum value of $0.60 per pound per article. As shown on the settlement letter, the claims adjuster settled your claim for damaged items at this released value.
  
  Regarding the missing claimed items, according to our records, everything we received for shipment was accounted for at delivery and signed for as being received. We have no basis on which to assume liability for any loss and this part of your claim was declined.
  
  On behalf of The Wheaton Group, please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  Date:01/13/2023

  Type:Delivery 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 first contacted ******* in March 2022 to get an estimate on moving from ***********, ** to ********. I told my plans on how I was moving straightforward and did not try to deceive or trick them. When signing the forms, the delivery person had me sign sheets without explaining what they were and had them all signed by him already - basically claiming they had all items in good condition, even though I could not possibly both watch people pack up all items. After the delivery person unloaded everything, the same set of papers came out. I've done this rodeo before and signed without thinking too much - I trusted that I *received* all the items, not quite the condition. It had been a 6+ hour ordeal and much waiting and I did not think it was reasonable nor fair to customer or delivery driver to try and inspect all items right then and there, in late evening. I've done this before and did not have issues with a different company. Before I moved to my new house, I contacted ****** from ******* asking about the timeline to submit for damages, and again I tell her of my explicit plans of moving (see image). She says I have 9 months - that's all I get for a response. After I move my items to the new house, I can inspect them since I finally unpacked. I submit my claims and get a response from *********************** from Wheaton/Bekins owner. They deny my claims because I had already signed on delivery day that all items were in good condition. Further, because I moved items then it is not their liability. I submit a formal rejection of 7 pages and ask for at least my insurance payment back due to the deception and get further denied via a single paragraph ignoring what I said, basically. ******* acted in deception by not explicitly telling me I needed to inspect the items RIGHT THERE for claims, as well as Wheaton group apparently not taking the situations sincerely.

  Business Response

  Date: 01/19/2023

  We have reviewed the relocation file and the claim file for your move from ***********, ********** to *********, ********.Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster.
  
  Attached is a copy of the settlement letter sent to you on October 3, 2022. The claims adjuster also reviewed your dispute and the response to that dispute dated October 20, 2022 is attached. The adjusters response included a copy of your Bill of Lading which you signed at the time of delivery. You acknowledged receiving a copy of your rights and responsibilities when you move. This informational document stressed the importance of properly checking off the inventory at the time of delivery and to make notations of any loss or damage at that time. This literature is provided to our customers so they will be aware of the check off procedure and to avoid any misunderstandings at a later date.
  
  At the time you received your shipment there was no indication made of loss or damage. All items listed on the inventory were acknowledged as being received in good order and no discrepancies were recorded or reported at that time. You signed your inventory sheets at the time of delivery and above your signature it states, We have checked all the items listed and numbered to inclusive and acknowledge that this is a true and complete list of the goods tendered and of the state of the goods received.
  
  In your dispute and in this complaint you advise that you had a subsequent move from your mothers basement to your residence. At the time we delivered your shipment there were no notations made confirming any loss or damage and our responsibility for safeguarding your shipment ended at that time. We could not accept responsibility for damage not reported until after your subsequent move.
  
  On behalf of Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.
  

  Customer Answer

  Date: 01/20/2023

  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 reject your response because even with checking off items as they, it is improbable and not feasible to check the quality of every item that is within 45 boxes in that period. Further, when the driver says he will leave his blankets and wrap around my furniture items because he knows theyll be moved again, I cannot check the quality of the items. I took his gesture as a sign of generosity to protect them, but it seems in fact if he knew of the practices by ***** in regard to inventory, then this was a purely deceptive motive so that I could not verify the quality before checking off the sheet. As I mentioned before, I warned your franchisee company in ABQ many times that I would be moving again and they failed to inform me to submit claims prior to moving. Again, another deceptive move by your company. 
  

  I dont understand why a multi-million dollar profit-making company has such a time admitting mistakes by a franchise and will not refund a mere $600 insurance payment by a customer. Sickening and I will be sure to never recommend or use Bekin or any affiliates in the future. 
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:12/20/2022

  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.

  Move was 7/5/22-7/11/22. Order # ****-0017 i/a/o $17,833.32. **********************/Wheaton broker, committed to one dedicated moving truck and this is THE reason we selected this company. Instead, our things were loaded onto two small trucks, driven to *******, offloaded and reloaded into one larger truck, driven to our home and offloaded . The lead packer/truck driver, *****, Wheaton/******* employee, prepared the household descriptive inventory listing all of the furniture and boxes. He stood in front of us and told us that all of our things were very nice. On our previous three interstate moves, this is when the moving company will point out any damage noted. At the end of a long day, we signed the paper work and did not notice that next to EVERY single item that Wheaton packed, ***** noted the condition as damaged in some way. Although they did damage A LOT of our things, many items made it through undamaged and are not damaged today despite what ***** noted. *** guaranteed a dedicated truck and said that all interstate moves were dedicated trucks. *** quoted this move charged us for 17 mirror cartons that were not used at all. None of the mirrors or pictures were in cartons as *** promised they would be. They were just wrapped in bundles of brown paper. None of these bundles were given inventory numbers. When they unloaded, *****, said wow, I can't believe how many items made it through without inventory numbers, which was his primary job. We did not find out until later during the claims process that we could not make a claim or be reimbursed for any damage to any items that did not have inventory numbers. The majority of the damage was to these bundles of mirrors and pictures. We have pictures of all of the damage. Although we received a check from Wheaton "In full settlement of claim" on 11/17/22, we would like consideration for the items that WERE NOT PART OF THE CLAIM process due to the fact that Wheaton did not provide inventory numbers, which is their job.

  Business Response

  Date: 01/05/2023

   We have reviewed the relocation file and the claim file for your move from *********, ************** to ***********, *****.Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster and a repair firm was assigned to review your claim.
  
  Attached is a copy of the settlement letter sent to you on October 27, 2022. This letter provides a detailed explanation for each item listed on your claim, including the amount of the allowance or the repair allowance for each item. The letter also provides an explanation for any items denied in the settlement.
  
  As stated in the settlement letter, certain items included on your claim were disposed of, and/or were not available for inspection by the repair firm. These items were declined. Additionally, inventory numbers, as shown on your household goods inventory listing, would be required for any claimed items.
  
  Attached is a copy of the settlement release which you signed on November 11, 2022, accepting the settlement offered as full and complete settlement and satisfaction of your claim.
  
  On behalf of Wheaton Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer Answer

  Date: 01/09/2023

  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. 
  
  Wheaton Van Lines has not and will not address the issue of the items that were moved with out inventory numbers. Specifically they "forgot" to place inventory numbers on approximately 15 bundles of pictures and wall hangings. That is their job. They estimated and charged us for the mirror cartons which were never used. We have photographic evidence of the house prior to packing and photographic evidence of the 15 bundles that were unloaded at our home. We also have the inventory sheets, which do not show any packed pictures or wall hangings. Wheaton continues to pretend that these items do not exist. They responded "Additionally, inventory numbers, as shown on your household goods inventory listing, would be required for any claimed items." We agree that we signed a settlement release for the items that they damaged and they "remembered" to place inventory numbers." We would like compensation for the 15 bundles of pictures and wall hangings that they conveniently "forgot" to place inventory numbers on, specifically the missing mirror cartons. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 01/12/2023

  We have reviewed your response to the BBB dated 1/9/2023. No additional information was provided. As previously stated in the settlement letter to you dated October 27, 2022, inventory numbers as shown on the Household Goods Descriptive Inventory were needed in order to review these items. You did not provide these numbers from the inventory sheet.
  
  As previously stated, you accepted the settlement check mailed to you by the claims adjuster as full and complete settlement and satisfaction of the claim.This is verified by the release statement which you signed on November 11,2022.

  Customer Answer

  Date: 01/18/2023

  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. 
  
  The response by Wheaton Worldwide Moving makes my point. They *********** not address the real issue and continue to repeat the same thing over and over. This has been our experience through the entire process. The movers that Wheaton sent, somehow managed to not inventory/leave off the inventory numbers for approximately 15 bundles of wall art and pictures. Since the movers "forgot" to place inventory numbers, in the mind of Wheaton Worldwide Moving, these items do not exist, they are invisible. We have photographic evidence of the items in the house before the move and photographic evidence of the bundles that they moved. Nowhere in the contract/agreement that we signed did it state that the owner is responsible to make sure that the movers do their job and place inventory stickers on every item they pack and place in the trucks. If Wheaton has a policy that client is responsible to be sure that every item that goes onto the truck must have inventory numbers due to the fact that the movers might "forget" to place inventory stickers, it should be clearly stated in the agreement. If we had known that, we would have never allowed Wheaton to sent 10 packers to our home. It is impossible for two people to monitor the 10 workers to be sure they are doing their job. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:12/08/2022

  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 this moving company (Bekins/Wheaton) with a trust that they would safely move all of our personal belongings from ** to our new home in ** with no issues and guarantee everything would be ok. Unfortunately dealing with this company has been a disaster from the very beginning....our pickup did not happen on the day that we had scheduled for, regardless of their "time window". Then it took 10 days to deliver our belongings to our new home. When everything did arrive it was all damaged or rummaged through. Nearly all of our BRAND NEW furniture has been damaged, and our moving bins that were sealed shut (zip-tied) prior to pickup were no longer sealed upon delivery and had been rummaged through. The zip-ties have all been cut and were laying on the floor of the moving truck or jammed between bins. When contacting the office in PA we were originally dealing with, I was basically told tough luck and to file an insurance claim with their claims department. I paid a pretty ***** to put 100% trust in this company to move our stuff to a new state and they failed completely on all ends of this transaction with no remorse. Not only has all of our furniture been damaged, but our privacy has now been violated as our SEALED (zip-tied) storage containers were broken into and ransacked. No one at either the Bekin/Wheaton offices seems to care one bit about anything that has happened, no one has returned our calls after leaving messages. They have literally ruined our lives and destroyed most of our things, and yet they still expect payment from us after causing thousands of dollars in damages and privacy violations. We are now seeking legal action on this company as a result of these issues and lack of help. This company needs to fire every person who was involved in our move or touched our property as they are all frauds. They outsource their moves to 3rd party companies(***********) and don't inform you that they have done so which results in theft and property damages!

  Business Response

  Date: 12/14/2022

  We have reviewed the relocation file for your move from *****, ************ to ************, **************. With regard to the pickup and delivery windows for your shipment, please refer to your shipping documents including the Estimate/Order for Service which you signed. You signed this document agreeing to a pickup window of November *****, 2022 your shipment was loaded at residence on November 26. You signed this document agreeing to a delivery window of December ****, 2022 your shipment was delivered on December 6.
  
  Our records show that a claim form was emailed to you on December 6 and again on December 8. If there are damages to your household items, please complete and submit the form to our Claims Department.
  
  On behalf of Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer Answer

  Date: 12/14/2022

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

  I completely reject *** response from *** business. First, *** business is not sorry in any shape or form. They have failed to acknowledge *** issue of ***ft and property damage while our goods were in ***ir possession and no one has responded to calls or emails demanding to know what happened and why. Secondly, no one has contacted us from Bekins/Wheaton to issue a formal apology after multiple calls and messages were left with *** company. Third, ***ir "pickup window" was a guaranteed November 25th-26th per *** initial consultation with *** sales rep and ***n ****** from *** ********* office called to confirm pickup for 11/26/22. However once 11/25/22 arrived I did not receive a phone call confirming a pickup time so upon calling *** office I was told *** delivery was rescheduled (without any notice given to us) and ***n was rudely told it was our problem to deal with until giving ***m push-back that ***y needed to honor ***ir CONFIRMED pickup date of 11/26/22. Also, we had been told our delivery date would be 12/1/22, but nothing was delivered until 12/6/22 and that only happened because we had to call to find out where/when our delivery was happening since no one kept in contact with us after pickup.
  

  Per our records, including ***ir Bekins contract, it indicates that ***y voided ***ir own "contract agreement" by outsourcing our pickup & delivery to ***********; which is not listed as ei***r carrier on our signed contract. We signed documents from ****** showing *** Origin Agent as BEKINS and *** Destination Agent as ****** Bro***rs Moving Company, yet nei***r of ***se were *** people who picked up or delivered our items. Also, *** only contact or information we could get from ****** throughout *** who ordeal of discovering our totes were broken into & vandalized, furniture ruined, and belongings stolen was a claim form from Bekins. Also, *** people who did *** pickup falsified *** inventory forms AFTER ***y were signed by myself and *** movers left *** copies of *** forms on *** counter for us.
  

  No one from ****** would answer my calls or voicemails when I wanted to know what happened, an explanation, or just a simple apology. Instead *** company literally ignored us and washed ***ir hands of what happened to our goods while in ***ir possession. We've lost thousands of dollars of furniture, personal items, electronics, documents, etc. and no one could answer *** phone to let us know what happened or if ***y were going to investigate what happened. We were also given 2 different stories about what *** delay was for our **************** story from *********** was *** truck broke down and ***y moved our stuff to a new truck but ***y noticed *** bins/totes were broken into while moving ***m to *** new truck. The second story we were told from a Wheaton rep, when calling corporate to obtain *** claim form information on *** phone, was that *** truck never broke down. Yet *** delivery items were in a completely different truck from *** pickup and none of our furniture was wrapped upon delivery. So it is quite clear this company lies, and tells more lies to cover ***ir tracks, but can't seem to keep ***ir lies in order.
  

  We have received *** link to *** claim form, and are in *** process of completing it. However, it has taken time to account for everything that has been damaged or stolen by someone from this company while ***y were responsible for our goods during our move from PA to SC, yet ****** does not seem to care.

   

  So, as stated, I reject *** response from *** business. They need to be held accountable for ***ir actions, lack of empathy, and lack of care for people's possessions. We put our trust into this company for ***ir reputation, and instead ***y failed in every aspect. They have no empathy or concern for ruining people's lives or ***ir belongings.
  

  
  

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

  Business Response

  Date: 12/15/2022

  On behalf of Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.

  Our records show that a claim form was emailed to you on December 6 and again on December 8. If there are damages to your household items, please complete and submit the form to our Claims Department.
  

   

  Customer Answer

  Date: 12/15/2022

  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. 
  
  

  Again, as stated, I reject the response from the business! First, the business is not sorry in any shape or form. They have failed to acknowledge the issue of theft and property damage while our goods were in their possession and no one has responded to calls or emails demanding to know what happened and why. Secondly, no one has contacted us from Bekins/Wheaton to issue a formal apology after multiple calls and messages were left with the company. Third, their "pickup window" was a guaranteed November 25th-26th per the initial consultation with the sales rep and then ****** from the ********* office called to confirm pickup for 11/26/22. However once 11/25/22 arrived I did not receive a phone call confirming a pickup time so upon calling the office I was told the delivery was rescheduled (without any notice given to us) and then was rudely told it was our problem to deal with until giving them push-back that they needed to honor their CONFIRMED pickup date of 11/26/22. Also, we had been told our delivery date would be 12/1/22, but nothing was delivered until 12/6/22 and that only happened because we had to call to find out where/when our delivery was happening since no one kept in contact with us after pickup.
  
  Per our records, including their Bekins contract, it indicates that they voided their own "contract agreement" by outsourcing our pickup & delivery to ***********; which is not listed as either carrier on our signed contract. We signed documents from ****** showing the Origin Agent as BEKINS and the Destination Agent as ****** Brothers Moving Company, yet neither of these were the people who picked up or delivered our items. Also, the only contact or information we could get from ****** throughout the whole ordeal of discovering our totes were broken into & vandalized, furniture ruined, and belongings stolen was a claim form from Bekins. Also, the people who did the pickup falsified the inventory forms AFTER they were signed by myself and the movers left the copies of the forms on the counter for us.
  
  No one from ****** would answer my calls or voicemails when I wanted to know what happened, an explanation, or just a simple apology. Instead the company literally ignored us and washed their hands of what happened to our goods while in their possession. We've lost thousands of dollars of furniture, personal items, electronics, documents, etc. and no one could answer the phone to let us know what happened or if they were going to investigate what happened. We were also given 2 different stories about what the delay was for our **************** story from *********** was the truck broke down and they moved our stuff to a new truck but they noticed the bins/totes were broken into while moving them to the new truck. The second story we were told from a Wheaton rep, when calling corporate to obtain the claim form information on the phone, was that the truck never broke down. Yet the delivery items were in a completely different truck from the pickup and none of our furniture was wrapped upon delivery. So it is quite clear this company lies, and tells more lies to cover their tracks, but can't seem to keep their lies in order.
  
  We have received the link to the claim form, and are in the process of completing it. However, it has taken time to account for everything that has been damaged or stolen by someone from this company while they were responsible for our goods during our move from PA to SC, yet Bekins/Wheaton does not seem to care.
  
  So, as stated, I still reject the response from the business. They need to be held accountable for their actions, lack of empathy, and lack of care for people's possessions. We put our trust into this company for their reputation, and instead they failed in every aspect. They have no empathy or concern for ruining people's lives or their belongings.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:10/22/2022

  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 have requested a claim form numerous times from this company as I have a tremendous amount of damage. I paid for insurance with a $250.00 deductible. When I try to file on line it only allows up to a point. I have very expensive items that were not delivered and too many destroyed items to even mention. I have pictures showing these items in our home just prior to our move. I also have pictures of the many damaged items. This has been an ordeal from the first day. I have Waterford missing as well as expensive French ***** handled dinner ware.I feel that they think if they stall us long enough then our time will expire to file a claim.

  Business Response

  Date: 10/25/2022

  A claims adjuster from our claims department spoke to you on October 12. During that conversation, the adjuster advised you that a claim form was mailed to you on September 28 and was being mailed again on October 12. A .pdf of the claim form is being emailed to you on October 25.

• Initial Complaint

  Date:10/09/2022

  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.

  I used their services locally from a move from ************ ******* to **** ******* and during that move their movers lost the bolts to my dining room table. Right away I reached out to the mover and he didnt answer the phone. I emailed a representative named ******** and no reply. I finally called and she told me my email went to spam but shell call the crew and call me back right away. Never heard from her again. Then I texted the person I booked the appointment with and told him what happened and he refers me back to ******** and I tell him what happened how she never got back to me. Ridiculous that no one even apologized for losing these things that were attached to my table when they moved them and no one reached out since. Ill never use or refer them again.

  Business Response

  Date: 10/14/2022

  This is not a Wheaton Van Lines, Inc., customer. This customer moved within state ********************** from ************, ******* to ****, *******. The customer may have moved with a ********************** agent - but it would not have moved under Wheaton Van Lines' authority - therefore, I cannot address her complaint and concerns.
  
  

  Customer Answer

  Date: 10/19/2022

  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:09/17/2022

  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 moved from ******* to ********* and since it was a long move we decided to purchase the $600 insurance in the event something was lost or damaged. *************************** was our rep and assured us if anything were lost or damaged theyd put a trace on it or replace it with the insurance. We didnt want to spend another $600 but decided it was probably best to do so. The delivery was on May 27th. My husband was there to sign for the truck and then we were told by **** that we had 120 days to file a claim should anything be an issue. I got to Tennessee on June 23rd and started unpacking. A few days later I was done and I noticed only one of the table leafs was here. We specifically purchased that table on 11/30/20 because it expanded so much and had room for all our family for the holidays. It comes with 2 leafs and was perfect. I called and said that everything was all good, nothing was broken but we were missing one of the table leafs. The woman said to go online and start to file a claim and they would put a trace on it to locate it. Then a few weeks later I get the email that they cant be sure 2 went on the truck and therefore wouldnt put a trace on it to locate it(when in the paperwork it says 2 table leafs). I told her all I know is all our stuff left ******* and one of the leafs didnt make it to the new house. There were only 2 houses loaded on that truck so I thought it would be easy to locate it, but then I get the email that they cant be sure and wont even put a trace on it. Its very frustrating that we went with a known reputable company and this is how they operate. Ive included any emails or paperwork I have that *** help.

  Business Response

  Date: 09/27/2022

  We have reviewed the relocation file and the claim file for your move from **************, ******* to ***********, *********.Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster.
  
  Attached is a copy of the adjusters letter sent to you on September 6, 2022. As stated in this letter, at the time you received your shipment there was no indication made of loss or damage. All items listed on the inventory were acknowledged as being received in good order and no discrepancies were recorded or reported at that time. For this reason,we have declined liability for your claim.
  
  On behalf of ********************************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer Answer

  Date: 09/27/2022

  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. 

  We had them pick up all our belongings and delivery it in another state and they lost our dining table leaf. We paid for the insurance and havent gotten even that back since they couldnt locate the leaf. They just said they couldnt account for it on the truck so basically were out of luck. I dont understand how they can choose not to attempt to locate it, replace it or at least offer an amount to cover either trying to get a new one or a new table? Their customer service should be better than this. We chose a reputable company and they arent living up to that. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 10/04/2022

  As stated in the adjusters letter sent to you on September 6, 2022, at the time you received your shipment there was no indication made of loss or damage. All items listed on the inventory were acknowledged as being received in good order and no discrepancies were recorded or reported at that time. For this reason, we have declined liability for your claim.

• Initial Complaint

  Date:08/30/2022

  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 contracted Bekins of south ******* to move us to ********** ***** . Our furnishing was picked up on July 13th and placed in their storage till Sept ******************************************************* **. There were two issues identified which has been validated by the moving company and their inspector.1)Our large dining room table top finishing has been imprinted with the blankets that they wrap it with . so the top of the table has permanent imprints of the blanket and based on a third party evaluation the table has to be replaced or the top has to be re-done . The same is true with a side table 2) A step ladder that was picked up by the moving company was not delivered . There records shows it was picked up from our house but somehow it got lost in transit On #1 Wheaton is indicating that they are not responsible as this was not due to their handling while it has been verified that the storage heat caused the problem. On #2 As Wheaton works with ****** of south ******* , they are stating that even though it was pickup from our house it was not there when they picked it up from their storage so they are passing the buck to Bekins of south ******* What we want is ultimately to have our furniture in the same condition as they picked it up .We have been in contact with several individuals listed below and none are now returning our email beyond the initial response .************************* Claims Adjuster The Wheaton Group ********************* ************************* *************************** Senior Move Manager The Wheaton Group Direct: ************ | Fax: ************ | **************************

  Business Response

  Date: 09/15/2022

  We have reviewed the relocation file and the claim file for your move from ******* to **********, *****. Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster and a repair firm was assigned to review your claim.
  
  Attached is a copy of the settlement letter sent to you on August 29, 2022. As stated in this letter from the adjuster who handled your claim, the damage claimed to the dining table and to the side table is due to climatic conditions. Our bill of lading specifically excludes this type of damage, and we have declined liability.
  
  Regarding the step ladder, your shipment was in storage at origin. This storage was not a part of Bekins Van ********************** service but would have been handled by the storage warehouse, by a separate contract with you, under their own authority. Our liability for safeguarding your property began when our driver received your shipment from the storage warehouse.A copy of your claim was forwarded to the storage warehouse.
  
  On behalf of Bekins Van **********************, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer Answer

  Date: 09/15/2022

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

  The response from the company is simply not acceptable as the climatic issues referred to by them was

   caused by improperly storing our belongings for a month. They claim after the fact that the storage are

  Was not air-conditioned but climate controlled. The damage to our table is significant and they are not willing to compensate or even acknowledge that they were responsible for the damage
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 09/26/2022

  As previously stated in our settlement letter (dated August 29, 2022), and in our previous BBB response, based on the repair firms inspection of the tables, the damage claimed is due to climatic conditions.Please refer to your bill of lading which you signed, which states in part,that Bekins Van ********************** is not liable for damage caused by or resulting from atmospheric conditions such as temperature and humidity or changes therein.

  Customer Answer

  Date: 09/27/2022

  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 moving company simply mis-represented themselves. We paid for storage for an entire month. This storage was advertised as " climate control " The damage occurred during the storage process where the table was left in extreme heat and with poor packing, it caused the issue. They picked up the table in perfect condition and returned it to us completely damaged. It was later explained to us that climate control does not mean air conditioned. This fact was NEVER stated to us. We see the moving company fully at fault here as the damaged occurred while our furniture was at their care. They  now referring to an obscure document that they are not liable due to climatic condition which they created in their storage in the first place.
  Future potential customers must be aware of how really, they operate and what the sales person tells you when signing the contract is not exactly what they will do and hide behind legality of terms that no one ever highlighted to us

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

  
  

• Initial Complaint

  Date:08/25/2022

  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.

  As with others, we contracted with a shipping company who subbed out the move to Wheaton. Our move was between OR and MN. We got the same spiel about our homeowners insurance providing coverage during shipment: an outright lie, as we found out later. The packing went smoothly, as did the delivery at the other end. In the process of unpacking boxes over the next weeks, we discovered that a $3,000 blown-glass artwork had been shattered due to improper packing. I went to Wheaton's website, which clearly stated that we had nine months in which to file a claim for damage, so I filled out the paperwork online and included the original receipt for the object. The response was a denial of the claim, with the claims person stating that we had signed for the shipment, which meant that we agreed that there was no damage, and that we should have read the pamphlet they gave us. Really? My x-ray vision wasn't working on move-in day, apparently, and with the stress of packing and moving, who reads corporate pamphlets for the fine print? The statement that the owner has nine months to file a claim implies that the company knows full well that there could be damage to contents despite there being no external damage to the outside of the packing box. I'm sure they school the mover chief to gloss over what signing for the shipment implies, as he said nothing about this being a quitclaim. This breakage was a result of crushing because of an overstuffed dishpack. There was an insulting offer of $100 to make us go away, which I refused. Both the moving industry and the insurance industry needs some really hard looks by our legislators to keep this kind of rip-off from happening. I'm sure Wheaton will respond to this with "well, fine print, blahblahblah". In my opinion, their low BBB rating is not low enough. They are not that far removed from being con artists.

  Business Response

  Date: 08/26/2022

  We have reviewed the relocation file and the claim file for your move from ********, ******, to ***********, *********. Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster.
  
  Attached is a copy of the most recent settlement letter sent to you on August 25, 2022. As stated in this letter from the adjuster who handled your claim, our records indicate that the claimed item was not listed on your High Value Inventory Control Form. Therefore, our liability defaults to $100.00 per pound per article. We have provided the settlement of $100.00 which would be the maximum liability based on the weight you indicated on your claim form.
  
  On behalf of The Wheaton Group,please accept our apology for any inconvenience that you experienced with your relocation.