Dear Mr***: I am in receipt of a copy of your complaint filed with the Revdex.comI have reviewed the claim file and agree with the offer of settlement based on the investigation and the relocation paperwork. The items claimed
missing were not noted at the time of delivery. All trace responses were negative and no items belonging to your shipment were located. There is no basis for acceptance of liabilityThe motorcycle license plate bracket was denied since the inventory was signed at delivery with no notation to any new damage to the motorcycle or the license plate bracket. When a motor vehicle is delivered it is necessary to make any notations in the presence of the delivery personnel since this type of item is generally not going to remain where it was delivered it will be exposed to external elements and other external forcesIn response to the shipping charges, Bekins does reimburse for those charges only if a paid receipt is provided confirming that the shipping charges or taxes are paid when the item is replaced. If the paid receipt is received in this office within days we will include that in our settlementPlease accept my sincere apologies for any difficulties you experienced with your relocation. However, we cannot waive or refund the deductible amount. You released your shipment for transportation with valuation of replacement coverage with a $deductible and that deductible must be applied to any cash settlement offer. The deductible applies regardless of any situation that might arise to cause the loss or damage. If you replace the plaster bust of Jefferson and submit the paid receipt Bekins will honor the shipping chargesSincerely,Kathy K***Director, Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Your complaint filed with the Revdex.com (ID [redacted]) has been received, and the documents in your relocation file have been reviewed. Unfortunately, as you pointed out in your complaint, the driver was unable to fit your entire household goods shipment on the truck at that time. The...
remaining portion of your shipment was delivered on March 5, 2017 – which was five (5) days after the agreed delivery date of February 28, 2017. Please accept our apology for the inconvenience caused by the delay in your shipment. Regarding your choice to waive Full Replacement Value Protection, (FRVP), on your move, in reviewing your order documents, we show that you chose to waive FRVP and release your shipment at sixty cents per pound per article when you signed the original Estimate/Order for Service on January 24, 2017. You again chose to waive FRVP when you signed the Bill of Lading on February 24, 2017, under the statement which reads, in part: I acknowledge that for my shipment I have: 1) WAIVED the Full (Replacement) Level of protection, for which I received an estimate of charges, and 2) received a copy of the “Your Rights and Responsibilities When You Move” brochure explaining these provisions. Copies of both documents showing your signature are attached with this response. Our Credit & Collections Department has received notification that you are disputing the payment of charges with your credit card company, and they are currently working to resolve this dispute. Please accept our apologies that you experienced any difficulties with your relocation.
Your complaint filed with the Revdex.com (ID [redacted]) has been received and a copy was forwarded to my attention for review and response. I have reviewed the documents which are included in your relocation file, including the documents in your claim file. Your household goods...
were delivered to your residence in Washington in October 2015. Over the past 11 months, the claims adjuster assigned to your claim, as well as other management personnel within the claims department have been communicating with you, and working with appraisers and repair firms – in an effort to reach a settlement. As of 08/30/16, Mr. W[redacted], (Vice President – Claims & Revenue Accounting), has emailed you with Bekins’ final settlement offer, as well as information regarding the Dispute Settlement Program. Bekins has made every effort to reimburse you for damages to your household goods – as provided for in our Bill of Lading. Please accept our apologies that you experienced difficulties with your relocation. We would ask that you reconsider our offer of settlement, or consider submitting to arbitration as a means of resolving your claim.
Dear Revdex.com,Attached is Bekins reply to the customer's complaint. If you have any questions please let me know. Sincerely, Kathy K[redacted]Director, Consumer Affairs, Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid
Your complaint filed with the Revdex.com (ID [redacted]) has been received and a copy was forwarded to my attention for review and response. I have reviewed the documents which are included in your relocation file, including the correspondence related to your claim for damage. Your...
claim has been reviewed by our claims department, and your file has been re-reviewed by a claims manager upon receipt of additional correspondence from you. You have received a total claim settlement in the amount of $535.48 for the missing box and for damage to your bicycle. Regarding the drawers which you claimed as missing from your shipment, we must maintain our denial of liability for this item. Your shipment delivered into a self-storage unit and the missing items were not documented at the time of delivery. The van line’s liability is terminated when a shipment delivers into a self-storage unit. Unless the customer documents loss or damage on the inventory form at the time of delivery – liability is declined. Please accept our apologies that you experienced any difficulties with your relocation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear Ms. K[redacted], Thanks for your reply concerning my Meiles. The dryer appears to not have been damaged and is fine as is. Even though the washer unit is functioning, I would still like a diagnostic test performed on the washer as computers and software are not meant to withstand jolts that can damage steel. As I understand it, the appliance makes a rubbing or grinding noise when in the initial start up phase… perhaps this is due to the drum making contact with the damaged corner panel and will be resolved once replaced. For my own piece of mind, and yours, it would be best to run the diagnostic after the damaged has been repaired. You have my permission to conduct the cosmetic repairs, but for my own piece of mind, as I am not in Florida to test out the unit myself and my parents do not have prior experience with how the units function, I would appreciate a proper diagnosticcheckof the appliance.Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I have explained to Ms. Y[redacted], the claims adjuster for Bekins, on several occasion, I cannot accept this amount from Bekins for several reasons, but mainly because at this time, I still have not received any communication from Spradlin Relocation (now a local Orlando representative of Bekins), either oral or written as to the items and amount they are responsible for. I have filed a case with Revdex.com of Central Florida; they have contacted Spradlin Relocation, but still have a few days to reply. Once I have received their reply, I can revisit your offer.However, there are some terms of your offer, even as it stands alone with which I disagree:Dining Chairs; these 2 broken chairs are part of a set of 6, which I have not been able to locate replacements, minimum cost to replace all 6 will be $594, plus tax. Dining Room Rug, that was lost, replacement cost is $549. Regarding wine fridge, #133, who can say why it is no longer working; it could have been dropped/damaged internally without external damage. Finally regarding all damages, as a consumer, how is it that I am responsible to collect damages from anyone other than the final company making delivery. First, how can I be sure when, how and by whom any of the items were lost or damaged, second I paid, in good faith, full replacement value insurance for the entirety of handling of my goods, from pickup, through storage and delivery. It would seem to me that based on this, I should be fully compensated for any and all damages by Bekins Van Lines. If there are any damages that Bekins needs to collect from anyone on either end of the shipping and/or storage of goods, that it is the responsibility of Bekins to do so.Sincerely,[redacted]
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I stated in my initial complaint, Bekins has taken no responsibility for losing items of great value to me. On top of the multitude of damages they caused on the material that did arrive. Their "search" is a joke. And instead of taking the responsibility, they blame me! What a completely incompetent moving company.
Regards,
[redacted]
A copy of your dispute with the Revdex.com has been received. In my letter dated July 24, 2015 paragraph 2, I did explain the increase from $6995.37 that was estimated to the amount that was billed of $7,516.53. The estimate $6995.37 does not include the valuation for the $250.00 deductible or for the replacement coverage with no deductible. Please refer to your original estimate page 1 (see attached) where it lists the various costs for the valuation that would increase the overall charge. The valuation of $470.00 was added to the original cost when the $250.00 deductible was requested. As you can see the charge for $6995.37 is for valuation of $.60 per lb. only, not replacement coverage options. When a claim is filed the original relocation paperwork is reviewed and copied for the claim file. The adjuster reviews the valuation that is charged which in this case was for RVP-B which carries a deductible. Ms. Y[redacted] issued an offer to you on May 26, 2015 that included a deductible and you replied to her on June 29, 2015 disputing that settlement and the deductible. Since there was a discrepancy between the valuation collected and what was signed for on the bill of lading (in this case you did not sign for any type of valuation) Ms. Y[redacted] referred to the FMCSA consumer regulations and new settlement offer was prepared with valuation at replacement with no deductible; however, that valuation was $190.00 more than the valuation collected for a total of $660.00. This valuation was not paid for previously so an invoice was prepared for $190.00. In my letter of July 24, 2015 I offered to waive that charge and issue payment to you of $230.00. Your original complaint indicated that you had stored the helmet in the trunk #46 on our inventory. Item #46 lists the trunk only and does not indicate that there were any items packed inside the trunk. The inventory (see attached) was signed at delivery with no notations to any items missing. The high value inventory or "Items of Extraordinary Value Inventory Form" (see attached) was signed at delivery with no notations to anything missing. This form also lists only a camera and no helmet. Our denial of the helmet is being maintained.The customer does have a responsibility to check the shipment and to make any notations to loss or damage at the time of delivery in the presence of the delivery personnel.I hope this helps you to better understand our position. I have issued the check for $230.00 and have closed our claim file. Your endorsement of the enclosed check will serve as our release. There will be no further review of your claim.Kathy K[redacted]Director, Claims & Consumer AffairsWheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Ms. [redacted] the claim was investigated and offered based on information provided and our research conducted. There were no markings on the lamp to indicate that it was of exceptional value and you had indicated on your claim form that the original purchase price of the lamp was $49.95. Ms. G[redacted] researched several lamps similar to the photo of your lamp and provided you with a fair settlement for replacement of a similar lamp in the amount of $150.00. I have attached printouts from several websites to support the amount offered. There was no photo provided of the carpet cleaner that was damaged; however, based on the information you provided several similar type carpet cleaners were located and a fair offer was made based on the research conducted. If you wish to provide an original purchase receipt that would confirm the brand and model of carpet cleaner you owned then we will be happy to review that portion of your claim. You mentioned that you had paid for valuation coverage of $1,000.00. Ms. [redacted] the amount paid for the coverage, $980.00, has no bearing on the calculations of the settlement of your claim. There are many relocations that have additional coverage where no claim is filed. The payment of coverage does not guarantee that the claim will be paid as claimed. It does allow the claim to be considered for repair I replacement versus $.60 per lb. The valuation is also considered when determining the extent of carrier liability. If the carrier is not liable for all items claimed then a portion of the claim might be denied as was the case with the items claimed missing. The amount offered for the jewelry armoire was for a repair cost. The damage claimed did not render the item useless, it was minor damage that would be repairable. We do regret that you remain dissatisfied with the offer of settlement; however, there has been no new information provided to cause a reconsideration of the amount allowed. Sincerely, Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There are 2 separate items here; the lamp and the rug cleaner. Although I appreciate Bekin shopping for me, in order to do a replacement they have to be comparing apples to apples. The lamp is almost 28 inches tall; none of the examples that they sent came close to that height - most were 18 inches tall with one being 22 inches. And the examples they sent did not include tax or shipping charges on them. The photo of an equivalent lamp which they already have in their possession is 27 inches and is very close to the design of the lamp my husband had. The price of that lamp on amazon is 318.00 plus tax and has free shipping. If we paid insurance for replacement value it has to be for a comparable item not for one that is smaller. The same rationale also applies to the rug cleaner; they sent examples of a not comparable one- we had a pro carpet cleaner while they sent a carpet washer But instead of going online to kohls where we got it from, I went to amazon and found the same one for 200. plus tax and free shipping.So the positive is we do seem to be getting closer! Again based on the insurance coverage we paid for and then totally the checks we have gotten so far. We need to be reimbursed another $177.00 for the lamp (this is the $318 plus $9 tax (free shipping) - $150 they have given us. For the rug cleaner we need to be reimbursed yet $53.00 (this is current price of it on amazon at $200 + 12(tax) = $212 - what they have given us for the cleaner $159.00 ) So the total yet to be reimbursed is $230.00. We are looking for Bekin to simply live up to the insurance agreement we paid for on these items. We look forward to this being the last (hopefully) communicating and that we will be getting a check for the above amount in a timely fashion.Thank you
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In regard to your rejection of my claim for reimbursement for the breakage, that occurred, during my move from New York, to Carmel, Indiana. Bekins check for $132.00, which is not cashed, is an inappropriate remuneration for the thousands of dollars of damage, that your packers are responsible for. The conclusions drawn by [redacted], Certified Personal Property Appraiser, of [redacted], Limited, Indianapolis, Indiana, are in his certified appraisal report, 1/3/17. He valued the replacement, at $3,480.00. You have this report in your possession. The breakage was caused by improper and negligent packing, for which I paid Bekins extra money. The damage occurred, mostly in a 4 foot carton, which contained items which were completely unprotected. These possessions, which were glass and porcelain, were wrapped in single thin paper. There was no bubble wrap; no effort to couch the items. In addition, a life-sized zebra was transported in paper, without crating and was smashed to pieces. There was also damage to the frames of several large paintings. The items broken, were not works of art. They were items that I have collected over many years, most taken from my mother's home, to which I have an emotional attachment.. This claim has nothing to do with insurance or the weight of the items. The fact is that, because of your packer's carelessness and failure to act with, the prudence that any reasonable person, would exercise, under the same circumstances, I conclude my complaint is valid. I refer you to your printed materials, which state the excellent training your packers receive, their professionalism, attention to detail, your over 100 years, in business,; your desire to move your customers, "the same way we'd move our own family," and their expertise. These are the benefits you improperly offer customers.There is not a single word of caution.On the last page of your brochure, under an enormous photo of three movers holding Bekins boxes, in front of a, side to side photo of, a B E K I N S truck, there is, in small print, information about Bekins affiliated companies that you farmed out my move to. There was no discussion of this, when I met with your salesman. It's position, at the very the back, of your brochure, is intended to surreptitiously include information, you don't want customers to consider. This is an example of the misleading statements you, knowingly, disseminate in your brochures. You do not have "the best interest" of your customers at heart. One thing more, despite my frequent requests, no Bekins, representative has come to my home, to inspect the damage. Nor do you answer telephones or letters. This is indicative of your disregard and lack of respect for those same customers.
Regards,
[redacted]
I received your reply to my letter of 10-13-2015. My offer to send someone to inspect and take photos was not an agreement to repair the damage. I agreed to have someone inspect the damage to access the damage and to provide information for further review of your claim. If your parents are to meet with the inspector Iwill need to have their information to arrange an appointment for the inspection. In our relocation records we have a phone number for [redacted]? If this is the correct number to call to arrange an appointment please advise. This is merely an inspection not a repair authorization. My e-mail address is Kathy [redacted]@ wvlcorp .com. Please forward a name and phone number as a contact for the inspector. Sincerely, Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
This issue has been referred to our Safety Department and they are currently investigating the incident. It may take several days to a few weeks to gather all of the information surrounding this incident. The consumer originally contacted a company in Florida regarding the damage. The Revdex.com...
information was the first time that Bekins Van Lines was made aware of the incident. Please note that the complainant, Mr. [redacted], is not a customer of Bekins Van Lines, but rather is the person whose residence sustained the damage.
This correspondence is in response to your complaint filed with the Revdex.com. I apologize for the delay in response. I was conducting a re-investigation of the trace for the suitcase that you reported as missing on your claim form. The results of the trace are negative. The tracer...
investigation includes checking with the driver, agent and any connecting customers whose household goods might have been on the trailer with your shipment. There has been nothing located that belonged to your shipment. Our records indicate that there was an extra delivery to another location included with your shipment. Have you checked with them to confirm nothing was received at the second location that you intended to deliver to your residence? Based on the information in our file, the lack of notations at delivery and the results of the trace, our denial of the claimed missing is being maintained. Our offer of settlement has been revised to include the entertainment center. We were under the misconception that the destination agent had been dispatched to perform that service after the delivery took place. The repair firm indicated that it would cost $450.00 to correct this problem with the entertainment center. This brings our total cash settlement to $1,625.00, less the deductible of $1,000.00 for a check owed you of $625.00. Please sign the enclosed release form on the line indicated "Claimant" and return the signed release to this office for prompt payment. Sincerely,Kathy [redacted]Director, Claims & Consumer AffairsWheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response did not address either of the complaints:1 - The weight of the mattress was listed as 70 pounds on the form and the company lowered it to 60 pounds to reduce the compensation, and
2 - It took more than 2 months of my contacting various people to get the (lowered) funds due to me for the mattress.I am due monies for the true weight of the mattress as well as compensation for 2 months of work to receive a response.
Regards,
[redacted]
Dear Revdex.comMr. [redacted] sent me this same information via email so I am having a repair firm assigned to inspect and take photos of the washer/dryer set. They will contact Mrs. [redacted], the claimant's mother to arrange an appointment. Sincerely,Kathy K[redacted], Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid
Your complaint filed with the Revdex.com (ID [redacted]) has been received. The documents in your relocation file and in your claim file have been reviewed. A claims adjuster completed a review of your damage claim and sent you a letter on January 17, 2017, outlining the claim...
settlement. A settlement check for $1,311.00 was included with this letter. At your request, an additional review of your claim was performed, and the original settlement amount was increased by $750.00. A check for this amount was mailed to you on February 14, 2017. The total amount of your claim settlement is $2,061.00. Please accept our apologies that you experienced any difficulties with your relocation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Regarding any document attachments... when this complaint was filed online there was no option provided to attach any files to the Revdex.com complaint. So the pdf attachment was sent on the same day to [redacted] with instructions to include it with the complaint.I find it very interesting how the response from Bekins simply ignores selected parts of my complaint. My original claim was $530. If Bekins had responded with a reasonable offer we would be done. It has become clear that further argument would be a waste of time. I would be willing settle this for now $450.00 otherwise I will seek an alternative solution.Regards,
[redacted]
Dear Mr***: I am in receipt of a copy of your complaint filed with the Revdex.comI have reviewed the claim file and agree with the offer of settlement based on the investigation and the relocation paperwork. The items claimed
missing were not noted at the time of delivery. All trace responses were negative and no items belonging to your shipment were located. There is no basis for acceptance of liabilityThe motorcycle license plate bracket was denied since the inventory was signed at delivery with no notation to any new damage to the motorcycle or the license plate bracket. When a motor vehicle is delivered it is necessary to make any notations in the presence of the delivery personnel since this type of item is generally not going to remain where it was delivered it will be exposed to external elements and other external forcesIn response to the shipping charges, Bekins does reimburse for those charges only if a paid receipt is provided confirming that the shipping charges or taxes are paid when the item is replaced. If the paid receipt is received in this office within days we will include that in our settlementPlease accept my sincere apologies for any difficulties you experienced with your relocation. However, we cannot waive or refund the deductible amount. You released your shipment for transportation with valuation of replacement coverage with a $deductible and that deductible must be applied to any cash settlement offer. The deductible applies regardless of any situation that might arise to cause the loss or damage. If you replace the plaster bust of Jefferson and submit the paid receipt Bekins will honor the shipping chargesSincerely,Kathy K***Director, Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid
Your complaint filed with the Revdex.com (ID [redacted]) has been received, and the documents in your relocation file have been reviewed. Unfortunately, as you pointed out in your complaint, the driver was unable to fit your entire household goods shipment on the truck at that time. The...
remaining portion of your shipment was delivered on March 5, 2017 – which was five (5) days after the agreed delivery date of February 28, 2017. Please accept our apology for the inconvenience caused by the delay in your shipment. Regarding your choice to waive Full Replacement Value Protection, (FRVP), on your move, in reviewing your order documents, we show that you chose to waive FRVP and release your shipment at sixty cents per pound per article when you signed the original Estimate/Order for Service on January 24, 2017. You again chose to waive FRVP when you signed the Bill of Lading on February 24, 2017, under the statement which reads, in part: I acknowledge that for my shipment I have: 1) WAIVED the Full (Replacement) Level of protection, for which I received an estimate of charges, and 2) received a copy of the “Your Rights and Responsibilities When You Move” brochure explaining these provisions. Copies of both documents showing your signature are attached with this response. Our Credit & Collections Department has received notification that you are disputing the payment of charges with your credit card company, and they are currently working to resolve this dispute. Please accept our apologies that you experienced any difficulties with your relocation.
Your complaint filed with the Revdex.com (ID [redacted]) has been received and a copy was forwarded to my attention for review and response. I have reviewed the documents which are included in your relocation file, including the documents in your claim file. Your household goods...
were delivered to your residence in Washington in October 2015. Over the past 11 months, the claims adjuster assigned to your claim, as well as other management personnel within the claims department have been communicating with you, and working with appraisers and repair firms – in an effort to reach a settlement. As of 08/30/16, Mr. W[redacted], (Vice President – Claims & Revenue Accounting), has emailed you with Bekins’ final settlement offer, as well as information regarding the Dispute Settlement Program. Bekins has made every effort to reimburse you for damages to your household goods – as provided for in our Bill of Lading. Please accept our apologies that you experienced difficulties with your relocation. We would ask that you reconsider our offer of settlement, or consider submitting to arbitration as a means of resolving your claim.
Dear Revdex.com,Attached is Bekins reply to the customer's complaint. If you have any questions please let me know. Sincerely, Kathy K[redacted]Director, Consumer Affairs, Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid
Your complaint filed with the Revdex.com (ID [redacted]) has been received and a copy was forwarded to my attention for review and response. I have reviewed the documents which are included in your relocation file, including the correspondence related to your claim for damage. Your...
claim has been reviewed by our claims department, and your file has been re-reviewed by a claims manager upon receipt of additional correspondence from you. You have received a total claim settlement in the amount of $535.48 for the missing box and for damage to your bicycle. Regarding the drawers which you claimed as missing from your shipment, we must maintain our denial of liability for this item. Your shipment delivered into a self-storage unit and the missing items were not documented at the time of delivery. The van line’s liability is terminated when a shipment delivers into a self-storage unit. Unless the customer documents loss or damage on the inventory form at the time of delivery – liability is declined. Please accept our apologies that you experienced any difficulties with your relocation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Dear Ms. K[redacted], Thanks for your reply concerning my Meiles. The dryer appears to not have been damaged and is fine as is. Even though the washer unit is functioning, I would still like a diagnostic test performed on the washer as computers and software are not meant to withstand jolts that can damage steel. As I understand it, the appliance makes a rubbing or grinding noise when in the initial start up phase… perhaps this is due to the drum making contact with the damaged corner panel and will be resolved once replaced. For my own piece of mind, and yours, it would be best to run the diagnostic after the damaged has been repaired. You have my permission to conduct the cosmetic repairs, but for my own piece of mind, as I am not in Florida to test out the unit myself and my parents do not have prior experience with how the units function, I would appreciate a proper diagnosticcheckof the appliance.Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I have explained to Ms. Y[redacted], the claims adjuster for Bekins, on several occasion, I cannot accept this amount from Bekins for several reasons, but mainly because at this time, I still have not received any communication from Spradlin Relocation (now a local Orlando representative of Bekins), either oral or written as to the items and amount they are responsible for. I have filed a case with Revdex.com of Central Florida; they have contacted Spradlin Relocation, but still have a few days to reply. Once I have received their reply, I can revisit your offer.However, there are some terms of your offer, even as it stands alone with which I disagree:Dining Chairs; these 2 broken chairs are part of a set of 6, which I have not been able to locate replacements, minimum cost to replace all 6 will be $594, plus tax. Dining Room Rug, that was lost, replacement cost is $549. Regarding wine fridge, #133, who can say why it is no longer working; it could have been dropped/damaged internally without external damage. Finally regarding all damages, as a consumer, how is it that I am responsible to collect damages from anyone other than the final company making delivery. First, how can I be sure when, how and by whom any of the items were lost or damaged, second I paid, in good faith, full replacement value insurance for the entirety of handling of my goods, from pickup, through storage and delivery. It would seem to me that based on this, I should be fully compensated for any and all damages by Bekins Van Lines. If there are any damages that Bekins needs to collect from anyone on either end of the shipping and/or storage of goods, that it is the responsibility of Bekins to do so.Sincerely,[redacted]
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I stated in my initial complaint, Bekins has taken no responsibility for losing items of great value to me. On top of the multitude of damages they caused on the material that did arrive. Their "search" is a joke. And instead of taking the responsibility, they blame me! What a completely incompetent moving company.
Regards,
[redacted]
A copy of your dispute with the Revdex.com has been received. In my letter dated July 24, 2015 paragraph 2, I did explain the increase from $6995.37 that was estimated to the amount that was billed of $7,516.53. The estimate $6995.37 does not include the valuation for the $250.00 deductible or for the replacement coverage with no deductible. Please refer to your original estimate page 1 (see attached) where it lists the various costs for the valuation that would increase the overall charge. The valuation of $470.00 was added to the original cost when the $250.00 deductible was requested. As you can see the charge for $6995.37 is for valuation of $.60 per lb. only, not replacement coverage options. When a claim is filed the original relocation paperwork is reviewed and copied for the claim file. The adjuster reviews the valuation that is charged which in this case was for RVP-B which carries a deductible. Ms. Y[redacted] issued an offer to you on May 26, 2015 that included a deductible and you replied to her on June 29, 2015 disputing that settlement and the deductible. Since there was a discrepancy between the valuation collected and what was signed for on the bill of lading (in this case you did not sign for any type of valuation) Ms. Y[redacted] referred to the FMCSA consumer regulations and new settlement offer was prepared with valuation at replacement with no deductible; however, that valuation was $190.00 more than the valuation collected for a total of $660.00. This valuation was not paid for previously so an invoice was prepared for $190.00. In my letter of July 24, 2015 I offered to waive that charge and issue payment to you of $230.00. Your original complaint indicated that you had stored the helmet in the trunk #46 on our inventory. Item #46 lists the trunk only and does not indicate that there were any items packed inside the trunk. The inventory (see attached) was signed at delivery with no notations to any items missing. The high value inventory or "Items of Extraordinary Value Inventory Form" (see attached) was signed at delivery with no notations to anything missing. This form also lists only a camera and no helmet. Our denial of the helmet is being maintained.The customer does have a responsibility to check the shipment and to make any notations to loss or damage at the time of delivery in the presence of the delivery personnel.I hope this helps you to better understand our position. I have issued the check for $230.00 and have closed our claim file. Your endorsement of the enclosed check will serve as our release. There will be no further review of your claim.Kathy K[redacted]Director, Claims & Consumer AffairsWheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Ms. [redacted] the claim was investigated and offered based on information provided and our research conducted. There were no markings on the lamp to indicate that it was of exceptional value and you had indicated on your claim form that the original purchase price of the lamp was $49.95. Ms. G[redacted] researched several lamps similar to the photo of your lamp and provided you with a fair settlement for replacement of a similar lamp in the amount of $150.00. I have attached printouts from several websites to support the amount offered. There was no photo provided of the carpet cleaner that was damaged; however, based on the information you provided several similar type carpet cleaners were located and a fair offer was made based on the research conducted. If you wish to provide an original purchase receipt that would confirm the brand and model of carpet cleaner you owned then we will be happy to review that portion of your claim. You mentioned that you had paid for valuation coverage of $1,000.00. Ms. [redacted] the amount paid for the coverage, $980.00, has no bearing on the calculations of the settlement of your claim. There are many relocations that have additional coverage where no claim is filed. The payment of coverage does not guarantee that the claim will be paid as claimed. It does allow the claim to be considered for repair I replacement versus $.60 per lb. The valuation is also considered when determining the extent of carrier liability. If the carrier is not liable for all items claimed then a portion of the claim might be denied as was the case with the items claimed missing. The amount offered for the jewelry armoire was for a repair cost. The damage claimed did not render the item useless, it was minor damage that would be repairable. We do regret that you remain dissatisfied with the offer of settlement; however, there has been no new information provided to cause a reconsideration of the amount allowed. Sincerely, Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There are 2 separate items here; the lamp and the rug cleaner. Although I appreciate Bekin shopping for me, in order to do a replacement they have to be comparing apples to apples. The lamp is almost 28 inches tall; none of the examples that they sent came close to that height - most were 18 inches tall with one being 22 inches. And the examples they sent did not include tax or shipping charges on them. The photo of an equivalent lamp which they already have in their possession is 27 inches and is very close to the design of the lamp my husband had. The price of that lamp on amazon is 318.00 plus tax and has free shipping. If we paid insurance for replacement value it has to be for a comparable item not for one that is smaller. The same rationale also applies to the rug cleaner; they sent examples of a not comparable one- we had a pro carpet cleaner while they sent a carpet washer But instead of going online to kohls where we got it from, I went to amazon and found the same one for 200. plus tax and free shipping.So the positive is we do seem to be getting closer! Again based on the insurance coverage we paid for and then totally the checks we have gotten so far. We need to be reimbursed another $177.00 for the lamp (this is the $318 plus $9 tax (free shipping) - $150 they have given us. For the rug cleaner we need to be reimbursed yet $53.00 (this is current price of it on amazon at $200 + 12(tax) = $212 - what they have given us for the cleaner $159.00 ) So the total yet to be reimbursed is $230.00. We are looking for Bekin to simply live up to the insurance agreement we paid for on these items. We look forward to this being the last (hopefully) communicating and that we will be getting a check for the above amount in a timely fashion.Thank you
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In regard to your rejection of my claim for reimbursement for the breakage, that occurred, during my move from New York, to Carmel, Indiana. Bekins check for $132.00, which is not cashed, is an inappropriate remuneration for the thousands of dollars of damage, that your packers are responsible for. The conclusions drawn by [redacted], Certified Personal Property Appraiser, of [redacted], Limited, Indianapolis, Indiana, are in his certified appraisal report, 1/3/17. He valued the replacement, at $3,480.00. You have this report in your possession. The breakage was caused by improper and negligent packing, for which I paid Bekins extra money. The damage occurred, mostly in a 4 foot carton, which contained items which were completely unprotected. These possessions, which were glass and porcelain, were wrapped in single thin paper. There was no bubble wrap; no effort to couch the items. In addition, a life-sized zebra was transported in paper, without crating and was smashed to pieces. There was also damage to the frames of several large paintings. The items broken, were not works of art. They were items that I have collected over many years, most taken from my mother's home, to which I have an emotional attachment.. This claim has nothing to do with insurance or the weight of the items. The fact is that, because of your packer's carelessness and failure to act with, the prudence that any reasonable person, would exercise, under the same circumstances, I conclude my complaint is valid. I refer you to your printed materials, which state the excellent training your packers receive, their professionalism, attention to detail, your over 100 years, in business,; your desire to move your customers, "the same way we'd move our own family," and their expertise. These are the benefits you improperly offer customers.There is not a single word of caution.On the last page of your brochure, under an enormous photo of three movers holding Bekins boxes, in front of a, side to side photo of, a B E K I N S truck, there is, in small print, information about Bekins affiliated companies that you farmed out my move to. There was no discussion of this, when I met with your salesman. It's position, at the very the back, of your brochure, is intended to surreptitiously include information, you don't want customers to consider. This is an example of the misleading statements you, knowingly, disseminate in your brochures. You do not have "the best interest" of your customers at heart. One thing more, despite my frequent requests, no Bekins, representative has come to my home, to inspect the damage. Nor do you answer telephones or letters. This is indicative of your disregard and lack of respect for those same customers.
Regards,
[redacted]
I received your reply to my letter of 10-13-2015. My offer to send someone to inspect and take photos was not an agreement to repair the damage. I agreed to have someone inspect the damage to access the damage and to provide information for further review of your claim. If your parents are to meet with the inspector Iwill need to have their information to arrange an appointment for the inspection. In our relocation records we have a phone number for [redacted]? If this is the correct number to call to arrange an appointment please advise. This is merely an inspection not a repair authorization. My e-mail address is Kathy [redacted]@ wvlcorp .com. Please forward a name and phone number as a contact for the inspector. Sincerely, Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
This issue has been referred to our Safety Department and they are currently investigating the incident. It may take several days to a few weeks to gather all of the information surrounding this incident. The consumer originally contacted a company in Florida regarding the damage. The Revdex.com...
information was the first time that Bekins Van Lines was made aware of the incident. Please note that the complainant, Mr. [redacted], is not a customer of Bekins Van Lines, but rather is the person whose residence sustained the damage.
This correspondence is in response to your complaint filed with the Revdex.com. I apologize for the delay in response. I was conducting a re-investigation of the trace for the suitcase that you reported as missing on your claim form. The results of the trace are negative. The tracer...
investigation includes checking with the driver, agent and any connecting customers whose household goods might have been on the trailer with your shipment. There has been nothing located that belonged to your shipment. Our records indicate that there was an extra delivery to another location included with your shipment. Have you checked with them to confirm nothing was received at the second location that you intended to deliver to your residence? Based on the information in our file, the lack of notations at delivery and the results of the trace, our denial of the claimed missing is being maintained. Our offer of settlement has been revised to include the entertainment center. We were under the misconception that the destination agent had been dispatched to perform that service after the delivery took place. The repair firm indicated that it would cost $450.00 to correct this problem with the entertainment center. This brings our total cash settlement to $1,625.00, less the deductible of $1,000.00 for a check owed you of $625.00. Please sign the enclosed release form on the line indicated "Claimant" and return the signed release to this office for prompt payment. Sincerely,Kathy [redacted]Director, Claims & Consumer AffairsWheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response did not address either of the complaints:1 - The weight of the mattress was listed as 70 pounds on the form and the company lowered it to 60 pounds to reduce the compensation, and
2 - It took more than 2 months of my contacting various people to get the (lowered) funds due to me for the mattress.I am due monies for the true weight of the mattress as well as compensation for 2 months of work to receive a response.
Regards,
[redacted]
Dear Revdex.comMr. [redacted] sent me this same information via email so I am having a repair firm assigned to inspect and take photos of the washer/dryer set. They will contact Mrs. [redacted], the claimant's mother to arrange an appointment. Sincerely,Kathy K[redacted], Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid
Your complaint filed with the Revdex.com (ID [redacted]) has been received. The documents in your relocation file and in your claim file have been reviewed. A claims adjuster completed a review of your damage claim and sent you a letter on January 17, 2017, outlining the claim...
settlement. A settlement check for $1,311.00 was included with this letter. At your request, an additional review of your claim was performed, and the original settlement amount was increased by $750.00. A check for this amount was mailed to you on February 14, 2017. The total amount of your claim settlement is $2,061.00. Please accept our apologies that you experienced any difficulties with your relocation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Regarding any document attachments... when this complaint was filed online there was no option provided to attach any files to the Revdex.com complaint. So the pdf attachment was sent on the same day to [redacted] with instructions to include it with the complaint.I find it very interesting how the response from Bekins simply ignores selected parts of my complaint. My original claim was $530. If Bekins had responded with a reasonable offer we would be done. It has become clear that further argument would be a waste of time. I would be willing settle this for now $450.00 otherwise I will seek an alternative solution.Regards,
[redacted]