I have received a copy of your complaint filed with the Revdex.com. Thank you for taking the time to make us aware of your concerns.Occasionally, circumstances develop which disrupt a shipment's delivery schedule. Please be assured that Wheaton World Wide Moving, Inc. thoroughly explored...
every available option to deliver your shipment at the earliest possible time.Our customer service department did allow compensation of $150.00 for 2 days delay. The amount of $150.00 was deducted from the final charges as agreed. There is no additional compensation allowed for the delay.In response to the damages incurred during the transportation of your household goods, the record reflects that forms were sent to you. Please complete the claim forms per the instruction sheet and return the signed claim forms to this office. Upon receipt of the completed forms you will be contacted regarding the handling of your claim.Please accept my sincere apologies that you and your family experienced any difficulties with your relocation. Sincerely, Kathy K[redacted], Director, Claims & Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc. | 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.
I appreciate that the company at least read my letter this time, but it is still very clear that they selectively chose which parts they wished to respond to, and which parts they simply avoided answering. For example, I made it clear that on the back of the tracker, we wrote multiple notes for inconsistencies, and in addition that, the local movers and my fiance put their initials next to these notes. Additionally, it seems that some of the items never even made it on to the tracker, which is why they weren't accounted for. This is even more disturbing. When the truck at the departure point was loaded, I was simply told to sign the document after everything was already packed into the truck. I was not told to double check every item leaving he apt and entering the truck. I started with a full apt, and when they were down, it was absolutely empty. It would be fair to assume this meant everything was on the truck. So now all liability is supposed to be held by a check mark next to numbers where an entire 3rd of the tracker was off?Bekins responsed that we should have notified them as soon as possible. We notified them within hours of unpacking that we were missing all these items, and they still refuse to take any accountability. They keep going back to their faulty check sheet. I want compensation for my missing case of wine, for my fiance's missing clothing, the missing piece to my aquarium light, and the damaged filing cabinet. This company needs to be held accountable for their actions. And I want to make sure they don't continue taking advantage of customers that have no defense to their predatory nature.
Regards,
[redacted]
Your response to the Revdex.com regarding complaint ID [redacted] has been received. We have again reviewed your relocation file, including the correspondence related to your claim for damage. No new information has been provided in your most recent response. Your shipment was delivered in two segments – arriving on August 4, 2015, and on August 17, 2015. The Bill of Lading document which you signed states the following: As a condition precedent to recovery, a claim for any loss or damage, injury or delay, must be filed in writing with Bekins within nine (9) months after delivery to shipper and/or consignee as shown herein, or in case of failure to make delivery, then within nine (9) months after a reasonable time for delivery has elapsed and suit must be instituted against Bekins with two (2) years from the date that notice in writing is given by Bekins to the claimant that carrier has disallowed the claim, or any part or parts thereof specified in the notice. Where a claim is not filed or suit is not instituted thereon in accordance with the foregoing provisions, Bekins shall not be liable and such claim will not be paid. The time limit for claim filing is set forth by the Federal Motor Carrier Safety Administration, and is stated on your Bill of Lading, Statement of Claim form, and the Tariff available on Bekins Van Lines’ website. The claim submitted on your behalf shows a postmark and date accepted by the USPS which is after the filing deadline. We are unable to provide consideration to these claimed items as the claim was postmarked after the claim filing deadline.
Dear Revdex.com:I have reviewed the customer's rejection and we will not agree to pay him $450.00. The claim payment will be $230.00, we are not applying the deductible of $250.00 which was the valuation that was collected. We have offered replacement coverage and have waived the fee of $190.00. Basically this amounts to $420.00 that Bekins has agreed to either pay or waive. IF the customer wishes to keep the original valuation that was paid for and have the deductible applied to a settlement of $450.00 that leaves him with a check of only $200.00. We are offering to pay him the $230.00 that was originally offered and to waive the $190.00 fee for full replacement value with no deductible. We are not accepting liability for the helmet that he claimed as missing.I apologize that the customer does not agree with our position; however, our last offer was our full and final offer of settlement. 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 and a copy was forwarded to my attention for review and response. I have reviewed the documents related to your relocation which occurred in August 2015, including the correspondence related to your claim for...
damage. Ace Moving & Storage Co., Inc., in Wilkes Barre, PA is a full-service agent for Bekins Van Lines, Inc. As such, they are authorized to arrange and provide moving services to Bekins customers. The summer season is the busiest time of year in our industry, and in 2015 as well as this year, our trucks are operating at full capacity. Unfortunately, Ace Moving was not able to deliver your entire shipment at the agreed upon delivery date range of August 3-5, 2015. The total actual weight of your shipment (both portions) is 15,860 lbs. According to the shipping documents in your file, the second portion of 3,940 lbs. was delivered on August 17, 2015. You will be receiving a delay check in the amount of $420.00 for this inconvenience. Attached is a copy of the Estimate / Order For Service which you signed on July 27, 2015. As stated on this document, this was a “Non-Binding Estimate”. Also, the estimate states: “The final bill shall be based upon the actual weight and services provided in accordance with Bekins’ tariff.” The final bill for your charges, based on the actual weight of 15,860 lbs., and the actual services provided, was $7,605.86. On September 15, 2015, a refund check was issued to you in the amount of $379.98, copy attached. Our Claims Department received a Claim for Lost or Damaged Goods for your shipment from [redacted], Esq. The postmark and the date accepted by the USPS reflect mailing on May 18, 2016. In accordance with the transportation tariff and the consumer information which you signed for on the Estimate as receiving, it is required that all claims for loss or damage must be filed in writing within nine (9) months of delivery. We are unable to provide consideration to these claimed items as the claim was postmarked after the claim filing deadline. Please accept our apologies that you experienced any difficulties with your relocation.
Our claims department has again reviewed your claim file. We will agree to pay $300.00, in addition to our previous settlement offer dated September 8, 2016. You will be receiving a revised settlement letter and Cargo Claim Release Form in the mail within the next few days. Upon receipt of the signed release form, we will promptly issue a check for the revised settlement amount. Thank you.
This correspondence is in response to your complaint filed with the Revdex.com of Central Indiana. A copy of the complaint was forwarded to my attention for review and response. I have reviewed the claim submitted and all of the paperwork prepared for your relocation. The washer and...
dryer #371 through 374 have extensive pre-existing damage noted on the origin inventory prepared March 15, 2015 and signed by you as being a true and complete list of the items tendered for transportation and of the state and condition of those items. There was no written notation at the time of delivery to any damage to the items now being claimed. We have received nothing to support an acceptance of liability for the damages being claimed; therefore, we must continue to maintain our denial of liability. Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Your complaint states that your shipment was promised to be delivered on June 3; however, in reviewing the information for your relocation, we show that the agreed upon delivery spread or range was June 3 through June 8, inclusive. Under the terms of the bill of lading, as the customer you agree...
and are required to be able to accept delivery on any of the dates included in the delivery spread. Unfortunately, we did miss the delivery spread – as the majority of your items were delivered on June 14. To compensate for this delay, a check (#[redacted]) in the amount of $450.00 was mailed to you on June 30. You advised our Customer Service Department on June 15 that there were items missing from your delivery. Our Claims Department then initiated our standard tracing procedures in an attempt to locate the missing items. The items that were located were included in a second shipment which was delivered to your residence in Salt Lake City on July 19. We apologize for the delay in making the final delivery of your household items. Once you have had time to unpack and inspect everything – if you feel that there are still missing or damaged items, we would ask that you file a Claim for Lost or Damaged Goods, which can be found here: https://www.wheatonworldwide.com/wp-content/uploads/2015/08/verified_statement_o...⇄ Once your claim form is received by our Claims Department, the claim will be reviewed and a settlement will be made based upon the items claimed, and the released valuation option which you selected and signed for on the bill of lading. Please accept our apologies that you experienced any difficulties with your relocation. Sincerely, Eileen M[redacted] Director, Agency Development
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.
This response appears to be the same as last received, almost exact verbiage. I approached the VP Mr. W[redacted] in an effort to obtain clarification for my inquires and an accurate review of my losses. Mr. W[redacted] did not perform a review of my losses, even though he stated he would and his calculations were absent of many items, already agreed upon. There is no justification of compensation and/or weights of items. This response form Bekins does not reflect any positive result and just continues the avoidance, for which I reached out to the Officers of this Company to address. Why is it that I am not entitled to an explanation of Bekins justification of reimbursement for my losses, nor advised as to how they are determining them? Why is Bekins opposed to having the Surface Transportation Board mediate as a neutral party with the appropriate interpretation of their Tariff? The only task I have asked of Bekins is to clarify their rational and go over my items fairly, without omitting such along the way. Please see the correspondence that I last sent to Mr. W[redacted] advising just that attached. I can not obviously accept a settlement that omits pages and pages of items. without any explanation.
Regards,
[redacted]
I have received your rebuttal to my response. I have confirmation that the charges were reduced by $1,170.25 as a compromise for the issues that you had with your relocation. This was in addition to the $300.00 check that you received. Customer Service did not issue a check for the $1,170.25 because they reduced your charges so that you did not owe us that money instead of you having to pay this amount to Bekins upon delivery of the overflow items. Ms. [redacted] the local agent came to your residence to remove the overflow items and to take them back to the warehouse pending the assignment of a driver to transport the remaining items from NV to NC. There was no interstate driver available at that time so there was no other option than to take them to the warehouse since they had to be removed from your residence. I offered to have a repair firm inspect the items to determine if any of the items could be repaired within the $.60 per lb. liability and to determine if the items that were denied should be accepted by us and paid to you. If you refuse to allow an inspection of the items then we have no other option than to maintain our position. I apologize that you do not agree with our position. If you change your mind and want to proceed with the inspection please just contact me directly. Sincerely, Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc. | 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.
It is reprehensible that Bekins has refused to consider the fact that your company provided substandard packing of my belongings. There was no crating of the Zebra or the picture frames and thin paper used on glass and porcelain items that were jammed into one box without bubble wrap or any protection. This packing did not live up to your professed advertising that items would be carefully and professionally packed by trained movers. You repeat this over and over in your brochures and printed materials.I might add that I have photographs of how these items were packed and in addition photographs of the results. Your work was beneath the standard any reasonable person could expect, given your profestations. On the day of the move you asked me for my signature at least 75 times and I provided it. At the age of 87, I was tricked by your employee who didn't caution me, in any way.I have contacted my attorney. I have contacted my attorney.
,
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.
The origin inventory was only a partial list and some conditions of items falsified by Bekins' driver Chris H[redacted], whom rushed me through signing of the numerous sheets totaling more than 67 at the end of the fourth day after the crew had been belligerent all week and verbally abusive toward both my father and myself, of which was complained about to your agent by email. There are also sheets in the inventory that he did not have me sign. On March 11, 2015, three days into my move, Chris also conspired with your agent to commit extortion from me for additional monies above and beyond the signed binding contract dated March 5, 2015, after Bekins had already taken possession of my most valuable furnishings and more than 40 Normal Rockwell’s and Miele appliances having placed them on two separate trucks respectively. I was pressed to hurry to suit your driver’s schedule, and complied, not thinking a reputable company would have unscrupulous business practices, but the behavior of your driver highlights his character and credibility.I made the claimed damage known to your agent, via email, as soon as discovered and filed my claim of damages within the appropriate amount of time as stated on Bekins’ claim form. None of the literature provided to me by Bekins, nor the contract, states that damages need to be claimed as they come off the truck, which would have lengthened the delivery process of 64,000 pounds significantly and delayed your driver whom kept reminding me of his schedule while complaining that he was not going to be working for your company “after this move”. You have also made an incorrect gross assumption in your letter, as the appliances have not been moved into a utility room. They currently remain exactly where the crew delivered them in the living room. Additionally, if your clients are to verify all damages at the time of delivery it should be clearly stated within the contract, which it is not. The information I provided for replacement models, with stands, are comparable to the models I owned. The models I owned had a 4.0 cubic foot capacity, and although the models I’d like for replacement are Miele’s current largest capacity of 3.8 cubic feet, only available in stainless steel with stands and not my preferred white, I find them adequate replacements. Miele has recently changed the pricestructure for these capacity units, and your implied suggestion I should have selected models at the same price point is unacceptable as those small capacity models are inferior to the ones I owned. I purchased Full Value Protection to cover like size capacity Mielewasher and dryer units, the same as if one has a fully insured a Ford Excursion and that vehicle is rendered unusable, having it replaced with a Ford Focus would also be unacceptable. Miele technicians are impartial third parties and have the authorities to accurately speak on the condition of the appliances. The same technician serviced my units in both February and March, and knows of their condition and can attest to the fact that there were no dents, chips, stains, scratches, rubs, or other false stated coding existing on my appliances. Even if the miscoded conditions were present they would not potentially render the machines inoperable, whereas a dents against the drums, would. The inventory sheet also does not contain a code of D for dented or CH for chipped. A second Miele tech in Florida will be able to verify the lack of damaged condition falsely coded by your driver, as these defects are not present on the appliances and did not magically disappear on their own. The large denting the appliances currently have can be independently verified and compared with the statement by the first Miele technician. Bekins was paid monies to fully insure my valuables, has conducted zero due diligence on the affairs of my claim, and continually fabricates reasons with attempts to deny liability of my claim. I find this both dishonorable and harassing. Good business practices would have Bekins investigating beyond it’s own employees, whose salaries rely on satisfying their own needs and solely serving Berkins’ interests, and investigating my claim properly and responsibly in a manner that is customer service oriented. 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 mentioned in my letter, boxes do not have to be damaged for fragile antiques to break. The movers were careless: Plus, not noted in the claim, I discovered things missing later on. A large white cabinet, and boxes with family pictures and sewing machine. i witnessed movers tossing boxes and stacking when they were labeled : do not stack, and "antiques: very fragile". They need to take responsibility for the damages and I will not quit until I get reimbursed. I have also filed a complaint with the Indiana Attorney General's office and Consumer affairs. of course Bekins is going to deny liability: I paid A LOT oF MONEY for extra insurance for these antiques, and I expect Bekins to honor it: they are not losing any money. If they don't pay, I am really going to put up a stink about this company.
Regards,
[redacted]
Ms. [redacted]:I have received the complaint from the Revdex.com and have reviewed your claim file. The offer that Ms. Y[redacted] issued for the settlement of Bekins' portion of your claim is the extent of Bekins liability. The remainder of the items must be addressed by the local...
storage agent where your goods were stored prior to transportation to IN. They were handled under a separate contract with Spradlin. The shipment was in origin storage for 3 years, Spradlin was paid for the storage and would have liability for any damage or loss that might have occurred prior to our transporting the goods from FL to IN. Several items were referred to Spradlin for handling. I have contacted Claudia and requested that she reply to you regarding the items that were referred to Spradlin for handling. Our offer of $1480.98 is being maintained. There is also a matter of the outstanding charges owed Bekins Van Lines, Inc. We cannot issue payment of our portion of the claim until all transportation charges have been paid. sincerely,Kathy K[redacted], Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | 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 reason we are not satisfied is they seem to focus only on the 2 sets of missing items and not on the other items. We paid an extra approximtely $1000 to cover damage to items and we had a reproduction of an antique lamp that was totally shattered. It was bought back in the 1970s so I went online to try to find something similar to it and provided documentation from amazon on a similar lamp with its current market value. It was approximately $320. They have not paid that for us to be able to fully purchase another lamp. There was a carpet cleaner/vacuum that also had its container totally shattered(it was plastic). So again provided them with information from where we had purchased it (it was Kohls) the price was around $250. We have gotten nothing for that. We had a jewelry armoire that was marred and had gauges in it valued at $268 - got nothing for that. If I take off the items that were lost from the total value of the items damaged it comes to approximately $1082.00 and that does not include taxes that we would have to pay on buying the items back. (This is a commentary on today's society - I don't think people today if they saw sterling silver would admit to having gotten it by mistake - so just because people said they don't have it certainly doesnt mean they didnt get it by mistake and then decided to keep it since it was worth something!!! But it appears they are willing to believe them vs. us) As you said, they have sent checks that totaled $629.00 but since we paid insurance to cover full current market value they have not done that. They are short by about $453.00. So since we paid $1000. for that coverage, I would expect them to honor it. And if you do the math after having paid $1000 for coverage they are not honoring, we get a woping $82.!) All I'm asking is for them to honor the coverage we paid for for the items that were damaged at this point. So please tell them to not focus on the missing items(I get it - we are out the money for it - its gone and we have no recourse) but focus on the damaged ones.
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.I will accept this response once we have our possessions delivered, all accounted for, and in good shape! But...the reason I am rejecting this response for now is that the facts are incorrect. Our last delivery date on our signed contract was 10/11. While I started my new job on 10/6 and my husband was to take care of the delivery, he was unavailable 10/13 to 10/15 as was mentioned, but we never said we couldn't accept delivery during those three days. I would have taken off work at my new job; it wouldn't be ideal, but my boss was and is sympathetic to moving cross country and having your moving company drop the ball, leaving you on an air mattress with no clothes, computers, living essentials etc.... It's a moot point but an important distinction that the first make up delivery date offered to us was 10/19 to 10/21, it had nothing to do with our schedules, we were entirely at the mercy of Bekins and their error in overbooking moves and rescheduling. They refused to accept responsibility and be sympathetic, we are exhausted from fighting, it's been the single worst customer service experience we've ever had.Moving on, they finally were contrite and offered us a discount of $150/day times nine days late...this was fair, we spent more than that on clothes and just getting by on the floor of our new apartment. We are satisfied with this. Thank you you so much Revdex.com for your help; we know the only reason that this turned around was because you intervened on our behalf as consumers; we are thankful that we were finally heard and received a fair response. We appreciate you and wanted you to know that, a little respect and compassion does Ho a long way.
Regards,
[redacted]
The tracer investigation that was conducted included contacting all of the other customers whose household goods were on the moving van when your shipment was being transported. We cannot provide you with the other customer's information and I am sorry that you do not believe that you are being...
told the truth. The basis for the denial of the items reported as missing was the lack of written notations at the time of delivery and the results of the tracer investigation. Bekins does provide the customer with literature that informs them of their rights and responsibilities. A copy of the inventory would also have been provided to the person at origin releasing the shipment for transportation. I have enclosed a release form as a good faith gesture only. There has been nothing provided to this office to support the loss and our denial is being maintained. As a compromise I have offered $750.00 to you as a cash settlement without an acceptance of liability. Please sign the enclosed release form and return the signed form to my attention for prompt payment. Sincerely, Kathy K[redacted] Director, aims & 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 find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Your complaint filed with the Revdex.com (ID [redacted]) has been received and we have reviewed the documentation in your relocation file. On behalf of Bekins Van Lines, please accept our apologies that you experienced any difficulties with your relocation. Attached to this response is a...
copy of the bill of lading for your shipment. On page 2 of this document, you signed under Option 2 – which is a waiver of Full (Replacement) Value Protection. As stated on the bill of lading (immediately above your signature), under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover’s custody will be settled based on the weight of the individual article multiplied by 60 cents. Attached is a copy of the settlement letter mailed to you on March 7, 2018. In this settlement letter, the claims adjuster outlined the amount of the settlement, based on the liability option which you signed for on the bill of lading, and the weight of the damaged items. Again, please accept our apologies for the inconvenience that you experienced during your relocation.
I have received a copy of your complaint filed with the Revdex.com. Thank you for taking the time to make us aware of your concerns.Occasionally, circumstances develop which disrupt a shipment's delivery schedule. Please be assured that Wheaton World Wide Moving, Inc. thoroughly explored...
every available option to deliver your shipment at the earliest possible time.Our customer service department did allow compensation of $150.00 for 2 days delay. The amount of $150.00 was deducted from the final charges as agreed. There is no additional compensation allowed for the delay.In response to the damages incurred during the transportation of your household goods, the record reflects that forms were sent to you. Please complete the claim forms per the instruction sheet and return the signed claim forms to this office. Upon receipt of the completed forms you will be contacted regarding the handling of your claim.Please accept my sincere apologies that you and your family experienced any difficulties with your relocation. Sincerely, Kathy K[redacted], Director, Claims & Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc. | 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.
I appreciate that the company at least read my letter this time, but it is still very clear that they selectively chose which parts they wished to respond to, and which parts they simply avoided answering. For example, I made it clear that on the back of the tracker, we wrote multiple notes for inconsistencies, and in addition that, the local movers and my fiance put their initials next to these notes. Additionally, it seems that some of the items never even made it on to the tracker, which is why they weren't accounted for. This is even more disturbing. When the truck at the departure point was loaded, I was simply told to sign the document after everything was already packed into the truck. I was not told to double check every item leaving he apt and entering the truck. I started with a full apt, and when they were down, it was absolutely empty. It would be fair to assume this meant everything was on the truck. So now all liability is supposed to be held by a check mark next to numbers where an entire 3rd of the tracker was off?Bekins responsed that we should have notified them as soon as possible. We notified them within hours of unpacking that we were missing all these items, and they still refuse to take any accountability. They keep going back to their faulty check sheet. I want compensation for my missing case of wine, for my fiance's missing clothing, the missing piece to my aquarium light, and the damaged filing cabinet. This company needs to be held accountable for their actions. And I want to make sure they don't continue taking advantage of customers that have no defense to their predatory nature.
Regards,
[redacted]
Your response to the Revdex.com regarding complaint ID [redacted] has been received. We have again reviewed your relocation file, including the correspondence related to your claim for damage. No new information has been provided in your most recent response. Your shipment was delivered in two segments – arriving on August 4, 2015, and on August 17, 2015. The Bill of Lading document which you signed states the following: As a condition precedent to recovery, a claim for any loss or damage, injury or delay, must be filed in writing with Bekins within nine (9) months after delivery to shipper and/or consignee as shown herein, or in case of failure to make delivery, then within nine (9) months after a reasonable time for delivery has elapsed and suit must be instituted against Bekins with two (2) years from the date that notice in writing is given by Bekins to the claimant that carrier has disallowed the claim, or any part or parts thereof specified in the notice. Where a claim is not filed or suit is not instituted thereon in accordance with the foregoing provisions, Bekins shall not be liable and such claim will not be paid. The time limit for claim filing is set forth by the Federal Motor Carrier Safety Administration, and is stated on your Bill of Lading, Statement of Claim form, and the Tariff available on Bekins Van Lines’ website. The claim submitted on your behalf shows a postmark and date accepted by the USPS which is after the filing deadline. We are unable to provide consideration to these claimed items as the claim was postmarked after the claim filing deadline.
Dear Revdex.com:I have reviewed the customer's rejection and we will not agree to pay him $450.00. The claim payment will be $230.00, we are not applying the deductible of $250.00 which was the valuation that was collected. We have offered replacement coverage and have waived the fee of $190.00. Basically this amounts to $420.00 that Bekins has agreed to either pay or waive. IF the customer wishes to keep the original valuation that was paid for and have the deductible applied to a settlement of $450.00 that leaves him with a check of only $200.00. We are offering to pay him the $230.00 that was originally offered and to waive the $190.00 fee for full replacement value with no deductible. We are not accepting liability for the helmet that he claimed as missing.I apologize that the customer does not agree with our position; however, our last offer was our full and final offer of settlement. 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 and a copy was forwarded to my attention for review and response. I have reviewed the documents related to your relocation which occurred in August 2015, including the correspondence related to your claim for...
damage. Ace Moving & Storage Co., Inc., in Wilkes Barre, PA is a full-service agent for Bekins Van Lines, Inc. As such, they are authorized to arrange and provide moving services to Bekins customers. The summer season is the busiest time of year in our industry, and in 2015 as well as this year, our trucks are operating at full capacity. Unfortunately, Ace Moving was not able to deliver your entire shipment at the agreed upon delivery date range of August 3-5, 2015. The total actual weight of your shipment (both portions) is 15,860 lbs. According to the shipping documents in your file, the second portion of 3,940 lbs. was delivered on August 17, 2015. You will be receiving a delay check in the amount of $420.00 for this inconvenience. Attached is a copy of the Estimate / Order For Service which you signed on July 27, 2015. As stated on this document, this was a “Non-Binding Estimate”. Also, the estimate states: “The final bill shall be based upon the actual weight and services provided in accordance with Bekins’ tariff.” The final bill for your charges, based on the actual weight of 15,860 lbs., and the actual services provided, was $7,605.86. On September 15, 2015, a refund check was issued to you in the amount of $379.98, copy attached. Our Claims Department received a Claim for Lost or Damaged Goods for your shipment from [redacted], Esq. The postmark and the date accepted by the USPS reflect mailing on May 18, 2016. In accordance with the transportation tariff and the consumer information which you signed for on the Estimate as receiving, it is required that all claims for loss or damage must be filed in writing within nine (9) months of delivery. We are unable to provide consideration to these claimed items as the claim was postmarked after the claim filing deadline. Please accept our apologies that you experienced any difficulties with your relocation.
Our claims department has again reviewed your claim file. We will agree to pay $300.00, in addition to our previous settlement offer dated September 8, 2016. You will be receiving a revised settlement letter and Cargo Claim Release Form in the mail within the next few days. Upon receipt of the signed release form, we will promptly issue a check for the revised settlement amount. Thank you.
This correspondence is in response to your complaint filed with the Revdex.com of Central Indiana. A copy of the complaint was forwarded to my attention for review and response. I have reviewed the claim submitted and all of the paperwork prepared for your relocation. The washer and...
dryer #371 through 374 have extensive pre-existing damage noted on the origin inventory prepared March 15, 2015 and signed by you as being a true and complete list of the items tendered for transportation and of the state and condition of those items. There was no written notation at the time of delivery to any damage to the items now being claimed. We have received nothing to support an acceptance of liability for the damages being claimed; therefore, we must continue to maintain our denial of liability. Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Your complaint states that your shipment was promised to be delivered on June 3; however, in reviewing the information for your relocation, we show that the agreed upon delivery spread or range was June 3 through June 8, inclusive. Under the terms of the bill of lading, as the customer you agree...
and are required to be able to accept delivery on any of the dates included in the delivery spread. Unfortunately, we did miss the delivery spread – as the majority of your items were delivered on June 14. To compensate for this delay, a check (#[redacted]) in the amount of $450.00 was mailed to you on June 30. You advised our Customer Service Department on June 15 that there were items missing from your delivery. Our Claims Department then initiated our standard tracing procedures in an attempt to locate the missing items. The items that were located were included in a second shipment which was delivered to your residence in Salt Lake City on July 19. We apologize for the delay in making the final delivery of your household items. Once you have had time to unpack and inspect everything – if you feel that there are still missing or damaged items, we would ask that you file a Claim for Lost or Damaged Goods, which can be found here: https://www.wheatonworldwide.com/wp-content/uploads/2015/08/verified_statement_o...⇄ Once your claim form is received by our Claims Department, the claim will be reviewed and a settlement will be made based upon the items claimed, and the released valuation option which you selected and signed for on the bill of lading. Please accept our apologies that you experienced any difficulties with your relocation. Sincerely, Eileen M[redacted] Director, Agency Development
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.
This response appears to be the same as last received, almost exact verbiage. I approached the VP Mr. W[redacted] in an effort to obtain clarification for my inquires and an accurate review of my losses. Mr. W[redacted] did not perform a review of my losses, even though he stated he would and his calculations were absent of many items, already agreed upon. There is no justification of compensation and/or weights of items. This response form Bekins does not reflect any positive result and just continues the avoidance, for which I reached out to the Officers of this Company to address. Why is it that I am not entitled to an explanation of Bekins justification of reimbursement for my losses, nor advised as to how they are determining them? Why is Bekins opposed to having the Surface Transportation Board mediate as a neutral party with the appropriate interpretation of their Tariff? The only task I have asked of Bekins is to clarify their rational and go over my items fairly, without omitting such along the way. Please see the correspondence that I last sent to Mr. W[redacted] advising just that attached. I can not obviously accept a settlement that omits pages and pages of items. without any explanation.
Regards,
[redacted]
I have received your rebuttal to my response. I have confirmation that the charges were reduced by $1,170.25 as a compromise for the issues that you had with your relocation. This was in addition to the $300.00 check that you received. Customer Service did not issue a check for the $1,170.25 because they reduced your charges so that you did not owe us that money instead of you having to pay this amount to Bekins upon delivery of the overflow items. Ms. [redacted] the local agent came to your residence to remove the overflow items and to take them back to the warehouse pending the assignment of a driver to transport the remaining items from NV to NC. There was no interstate driver available at that time so there was no other option than to take them to the warehouse since they had to be removed from your residence. I offered to have a repair firm inspect the items to determine if any of the items could be repaired within the $.60 per lb. liability and to determine if the items that were denied should be accepted by us and paid to you. If you refuse to allow an inspection of the items then we have no other option than to maintain our position. I apologize that you do not agree with our position. If you change your mind and want to proceed with the inspection please just contact me directly. Sincerely, Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc. | 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.
It is reprehensible that Bekins has refused to consider the fact that your company provided substandard packing of my belongings. There was no crating of the Zebra or the picture frames and thin paper used on glass and porcelain items that were jammed into one box without bubble wrap or any protection. This packing did not live up to your professed advertising that items would be carefully and professionally packed by trained movers. You repeat this over and over in your brochures and printed materials.I might add that I have photographs of how these items were packed and in addition photographs of the results. Your work was beneath the standard any reasonable person could expect, given your profestations. On the day of the move you asked me for my signature at least 75 times and I provided it. At the age of 87, I was tricked by your employee who didn't caution me, in any way.I have contacted my attorney. I have contacted my attorney.
,
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.
The origin inventory was only a partial list and some conditions of items falsified by Bekins' driver Chris H[redacted], whom rushed me through signing of the numerous sheets totaling more than 67 at the end of the fourth day after the crew had been belligerent all week and verbally abusive toward both my father and myself, of which was complained about to your agent by email. There are also sheets in the inventory that he did not have me sign. On March 11, 2015, three days into my move, Chris also conspired with your agent to commit extortion from me for additional monies above and beyond the signed binding contract dated March 5, 2015, after Bekins had already taken possession of my most valuable furnishings and more than 40 Normal Rockwell’s and Miele appliances having placed them on two separate trucks respectively. I was pressed to hurry to suit your driver’s schedule, and complied, not thinking a reputable company would have unscrupulous business practices, but the behavior of your driver highlights his character and credibility.I made the claimed damage known to your agent, via email, as soon as discovered and filed my claim of damages within the appropriate amount of time as stated on Bekins’ claim form. None of the literature provided to me by Bekins, nor the contract, states that damages need to be claimed as they come off the truck, which would have lengthened the delivery process of 64,000 pounds significantly and delayed your driver whom kept reminding me of his schedule while complaining that he was not going to be working for your company “after this move”. You have also made an incorrect gross assumption in your letter, as the appliances have not been moved into a utility room. They currently remain exactly where the crew delivered them in the living room. Additionally, if your clients are to verify all damages at the time of delivery it should be clearly stated within the contract, which it is not. The information I provided for replacement models, with stands, are comparable to the models I owned. The models I owned had a 4.0 cubic foot capacity, and although the models I’d like for replacement are Miele’s current largest capacity of 3.8 cubic feet, only available in stainless steel with stands and not my preferred white, I find them adequate replacements. Miele has recently changed the pricestructure for these capacity units, and your implied suggestion I should have selected models at the same price point is unacceptable as those small capacity models are inferior to the ones I owned. I purchased Full Value Protection to cover like size capacity Mielewasher and dryer units, the same as if one has a fully insured a Ford Excursion and that vehicle is rendered unusable, having it replaced with a Ford Focus would also be unacceptable. Miele technicians are impartial third parties and have the authorities to accurately speak on the condition of the appliances. The same technician serviced my units in both February and March, and knows of their condition and can attest to the fact that there were no dents, chips, stains, scratches, rubs, or other false stated coding existing on my appliances. Even if the miscoded conditions were present they would not potentially render the machines inoperable, whereas a dents against the drums, would. The inventory sheet also does not contain a code of D for dented or CH for chipped. A second Miele tech in Florida will be able to verify the lack of damaged condition falsely coded by your driver, as these defects are not present on the appliances and did not magically disappear on their own. The large denting the appliances currently have can be independently verified and compared with the statement by the first Miele technician. Bekins was paid monies to fully insure my valuables, has conducted zero due diligence on the affairs of my claim, and continually fabricates reasons with attempts to deny liability of my claim. I find this both dishonorable and harassing. Good business practices would have Bekins investigating beyond it’s own employees, whose salaries rely on satisfying their own needs and solely serving Berkins’ interests, and investigating my claim properly and responsibly in a manner that is customer service oriented. 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 mentioned in my letter, boxes do not have to be damaged for fragile antiques to break. The movers were careless: Plus, not noted in the claim, I discovered things missing later on. A large white cabinet, and boxes with family pictures and sewing machine. i witnessed movers tossing boxes and stacking when they were labeled : do not stack, and "antiques: very fragile". They need to take responsibility for the damages and I will not quit until I get reimbursed. I have also filed a complaint with the Indiana Attorney General's office and Consumer affairs. of course Bekins is going to deny liability: I paid A LOT oF MONEY for extra insurance for these antiques, and I expect Bekins to honor it: they are not losing any money. If they don't pay, I am really going to put up a stink about this company.
Regards,
[redacted]
Ms. [redacted]:I have received the complaint from the Revdex.com and have reviewed your claim file. The offer that Ms. Y[redacted] issued for the settlement of Bekins' portion of your claim is the extent of Bekins liability. The remainder of the items must be addressed by the local...
storage agent where your goods were stored prior to transportation to IN. They were handled under a separate contract with Spradlin. The shipment was in origin storage for 3 years, Spradlin was paid for the storage and would have liability for any damage or loss that might have occurred prior to our transporting the goods from FL to IN. Several items were referred to Spradlin for handling. I have contacted Claudia and requested that she reply to you regarding the items that were referred to Spradlin for handling. Our offer of $1480.98 is being maintained. There is also a matter of the outstanding charges owed Bekins Van Lines, Inc. We cannot issue payment of our portion of the claim until all transportation charges have been paid. sincerely,Kathy K[redacted], Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | 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 reason we are not satisfied is they seem to focus only on the 2 sets of missing items and not on the other items. We paid an extra approximtely $1000 to cover damage to items and we had a reproduction of an antique lamp that was totally shattered. It was bought back in the 1970s so I went online to try to find something similar to it and provided documentation from amazon on a similar lamp with its current market value. It was approximately $320. They have not paid that for us to be able to fully purchase another lamp. There was a carpet cleaner/vacuum that also had its container totally shattered(it was plastic). So again provided them with information from where we had purchased it (it was Kohls) the price was around $250. We have gotten nothing for that. We had a jewelry armoire that was marred and had gauges in it valued at $268 - got nothing for that. If I take off the items that were lost from the total value of the items damaged it comes to approximately $1082.00 and that does not include taxes that we would have to pay on buying the items back. (This is a commentary on today's society - I don't think people today if they saw sterling silver would admit to having gotten it by mistake - so just because people said they don't have it certainly doesnt mean they didnt get it by mistake and then decided to keep it since it was worth something!!! But it appears they are willing to believe them vs. us) As you said, they have sent checks that totaled $629.00 but since we paid insurance to cover full current market value they have not done that. They are short by about $453.00. So since we paid $1000. for that coverage, I would expect them to honor it. And if you do the math after having paid $1000 for coverage they are not honoring, we get a woping $82.!) All I'm asking is for them to honor the coverage we paid for for the items that were damaged at this point. So please tell them to not focus on the missing items(I get it - we are out the money for it - its gone and we have no recourse) but focus on the damaged ones.
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.I will accept this response once we have our possessions delivered, all accounted for, and in good shape! But...the reason I am rejecting this response for now is that the facts are incorrect. Our last delivery date on our signed contract was 10/11. While I started my new job on 10/6 and my husband was to take care of the delivery, he was unavailable 10/13 to 10/15 as was mentioned, but we never said we couldn't accept delivery during those three days. I would have taken off work at my new job; it wouldn't be ideal, but my boss was and is sympathetic to moving cross country and having your moving company drop the ball, leaving you on an air mattress with no clothes, computers, living essentials etc.... It's a moot point but an important distinction that the first make up delivery date offered to us was 10/19 to 10/21, it had nothing to do with our schedules, we were entirely at the mercy of Bekins and their error in overbooking moves and rescheduling. They refused to accept responsibility and be sympathetic, we are exhausted from fighting, it's been the single worst customer service experience we've ever had.Moving on, they finally were contrite and offered us a discount of $150/day times nine days late...this was fair, we spent more than that on clothes and just getting by on the floor of our new apartment. We are satisfied with this. Thank you you so much Revdex.com for your help; we know the only reason that this turned around was because you intervened on our behalf as consumers; we are thankful that we were finally heard and received a fair response. We appreciate you and wanted you to know that, a little respect and compassion does Ho a long way.
Regards,
[redacted]
The tracer investigation that was conducted included contacting all of the other customers whose household goods were on the moving van when your shipment was being transported. We cannot provide you with the other customer's information and I am sorry that you do not believe that you are being...
told the truth. The basis for the denial of the items reported as missing was the lack of written notations at the time of delivery and the results of the tracer investigation. Bekins does provide the customer with literature that informs them of their rights and responsibilities. A copy of the inventory would also have been provided to the person at origin releasing the shipment for transportation. I have enclosed a release form as a good faith gesture only. There has been nothing provided to this office to support the loss and our denial is being maintained. As a compromise I have offered $750.00 to you as a cash settlement without an acceptance of liability. Please sign the enclosed release form and return the signed form to my attention for prompt payment. Sincerely, Kathy K[redacted] Director, aims & 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 find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Your complaint filed with the Revdex.com (ID [redacted]) has been received and we have reviewed the documentation in your relocation file. On behalf of Bekins Van Lines, please accept our apologies that you experienced any difficulties with your relocation. Attached to this response is a...
copy of the bill of lading for your shipment. On page 2 of this document, you signed under Option 2 – which is a waiver of Full (Replacement) Value Protection. As stated on the bill of lading (immediately above your signature), under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover’s custody will be settled based on the weight of the individual article multiplied by 60 cents. Attached is a copy of the settlement letter mailed to you on March 7, 2018. In this settlement letter, the claims adjuster outlined the amount of the settlement, based on the liability option which you signed for on the bill of lading, and the weight of the damaged items. Again, please accept our apologies for the inconvenience that you experienced during your relocation.