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], After numerous requests, I appreciate your willingness to finally have my damaged appliances looked at. Unfortunately, as previously stated, I believe only Miele is qualified to conduct this investigation for a few reasons as outlined below.1. Miele is a high end European specialty brand that requires technicians certified in the sophisticated components, software, and mechanics of the appliances. This is the reason their replacement value is so high.2. The appliances are computerized and software based. The tech will need to communicate with the appliances through a computer with special software for any errors and codes resulting from the damage. Appliance repair firms that versed in standard brands are not capable to fully diagnose the issues resulting from the damage caused during the move, without being trained in Miele repairs.3. Miele is not an agent of or affiliated with Bekins and is an impartial party to this matter. They have neither Bekins, nor my, interests placed before the repair of the appliances. This is the most fair solution for both parties.I must reject the offer of having a non-certified Miele technician come out to conduct an investigation and diagnosis of the damage to my appliances. Though cost effective for Bekins, it would be tantamount to having a person with the knowledge base of repairing Kia's conduct diagnostics on a Farrari. They are different machines with different internal systems and require different skill sets. However, I am still amenable to having the appliances inspected and diagnosed by a Miele certified technician, which would be far more cost effective for Bekins than the full replacement value of my appliances, if they can be fixed. Please affirm you have received this message and let me know how you'd like to proceed.Sincerely, [redacted]
Regards,
[redacted]
Dear Revdex.com: The offer of $500.00 was a compromise offer only and it is our only offer. We do not agree to the $1000.00 counter offer. Our position of denial is being maintained and there will be no further negotiation. Sincerely, Kathy K[redacted], Director, Consumer Affairs
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.]It appears that we keep going in circles on some issues. I outlined my questions very clearly in my original complaint, and I STILLLLL do not have clarification. Any sensible person would find it suspicious that Bekins would discover a new fee a year late – only after I filed a damage claim. Even if the fee is valid, I would submit that it was already waived due to their own negligence.As previously stated... The Bekins document called "Order For Service" shows a Not-To-Exceed-Cost of $6995.37 but the final bill was for $7516.53. I need an explanation for this difference. I don't know how to make this any clearer. Explain the difference. Explain the difference.My original claim was submitted for $530 with no deductible. It appears that Bekins agrees that there should be no deductible. So the issue with my damage claim concerns the missing helmet. I listed this helmet specifically with other property at origin based on the request of the Bekins agent. If there is a document showing that this helmet was received – please provide copy. Otherwise, I cannot accept 100% of the liability for the loss of this item. I offered a reasonable compromise and if that is rejected by Bekins then this will be an outstanding issue.Regards,
[redacted]
Dear Revdex.com:In an effort to conclude this claim Bekins will agree to the additional $230.00. I have requested the check today and have attached a release form prepared for the [redacted] signature. This is necessary to confirm their agreement to conclude the claim. Thank you for your assistance.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 the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]It's completely ridiculous to handle someone's belongings and not cover any damages they occur for same. These people didn't explainanything about the insurance which, by the way, they should have covered themselves.
The consumer has not provided any new information regarding her claim. Bekins Van Lines has made every effort to reimburse the consumer for claimed damages. Respectfully, we must stand by our final settlement offer which has been emailed to the consumer (most recently) on 08/30/2016. The consumer has also received information from our office regarding the Dispute Settlement Program if she wishes to pursue arbitration. We would once again request that the consumer reconsider our offer of settlement, or consider submitting to arbitration following the guidelines set forth in the Dispute Settlement Program. Thank you.
Your complaint filed with the Revdex.com (ID [redacted]) has been received. Our billing department has reviewed the services provided for your relocation. Based upon their audit of the actual services provided, the total charge for your relocation is $5,221.54. This total does not include...
any charges for Full Replacement Value Protection. The total does include $193.88 for unpacking services – for which you signed as receiving on the attached Additional Services Requested Form. We initially collected $5,551.54 for your relocation. A refund check for $330.00 (check #[redacted]) was issued to you on March 27, 2017. Attached to this response is an itemized schedule of your charges, and a copy of the Additional Services Requested form - which you signed as having received the unpacking services referenced above. 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 find that this response/resolution is satisfactory to me.
Regards,
[redacted]
I am in receipt of your most recent correspondence regarding the damage claimed to the Miele washer and dryer delivered to Florida. Are you currently in FL or in CA? As a compromise offer Iwill assign a repair firm to inspect the washer and dryer and to take photos of the damage being claimed. They would send that report to my attention along with the photos for review. I am not stating that we are accepting liability I am merely agreeing to inspect the damage that is being claimed.Please advise if you or a representative of yours will be available in the next couple of weeks to meet with our assigned representative. Once Iknow your availability Iwill assign a local firm to perform the inspection. Sincerely, Kahty K[redacted] Director,Claims & Consumer Affairs
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. Your shipment from Tucson, AZ to Charlottesville, VA was delivered August 2, 2016. After some conversations with our customer...
service department, on August 3, 2016, a move manager set up an appointment with a third-party service company to come to your home and reassemble some of your household items. On August 5, 2016, you canceled the service appointment. On approximately August 26, 2016, a claim form, (Verified Statement of Claim for Lost or Damaged Goods), was sent to you from our Claims Department. The completed claim form was submitted by you on approximately March 20, 2017. On your claim form, you made a claim for $250.00 for damage to the interior of your home. A check for $250.00 was issued to you on April 17, 2017. Your claim form also included a claim for $1,000.00 for service related issues. The move manager again attempted to schedule an appointment with a third-party service company to come to your home and reassemble some of your household items. The third-party technician advised that you again canceled this appointment. We must respectfully decline your request for $1,000.00 as listed on your claim form, as well as the request for a $500.00 refund as listed in your Revdex.com complaint. We apologize if you were not completely satisfied with the level of service provided; however, Bekins Van Lines has completed your relocation in accordance with the terms provided on the bill of lading. Further, since the delivery date of your goods, our customer service department has scheduled two separate appointments with a third-party service company to reassemble items at your home. You have canceled both appointments with the third-party service company. Your relocation charges were paid by your employer. Any type of refund – whether service related or billing related – would need to be requested by and paid to the party who paid the original charges, if approved. Please accept our apologies that you experienced any difficulties with your move.
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. In the November 15, 2016 letter to you from our Claims Department, acknowledging receipt of your claim, you were advised of the...
following: 1. Please do not discard any items (this includes any of the boxes that may have contained damaged items.)2. Please do not have any repairs performed without prior approval from our claims department. As stated in correspondence to you from our Claims Department, (dated December 7, 2016; February 1, 2017; and March 2, 2017;) at the time you received your shipment there was no indication made of loss or damage to your items. All items listed on the inventory were signed for as being received in good order with no discrepancies recorded or reported at the time. After receiving your claim, our claims representative was advised by [redacted]’s (restoration company) that all the items listed on your claim form have been repaired. Since the items were repaired prior to the claim being received we were not given the opportunity to confirm the extent of the damage. Since notification was provided to you that items were not to be repaired, we have declined liability as transit related damage cannot be confirmed. Your claim for damages has received an initial review, and two additional reviews after receiving additional information from you. No further action will be taken regarding your claim. Please accept our apologies that you experienced any difficulties with your relocation.
Dear Mr. [redacted],I have received a copy of your complaint and request. I have received no phone calls from you requesting this information so I am unsure who you have been calling? You are correct that we are obligated to have an "agent of process " to receive any court papers on behalf of...
our company. This information is available on the Federal Motor Carrier Safety Administration website. I can give you that information. Our processing agent for Maryland is Justin *. [redacted], Annapolis, MD [redacted].If there is additional information required please contact me directly.Sincerely,Kathy K[redacted], Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid
Dear Mr [redacted],I have received your dispute of the offer to have the repairs performed. I fully understand your concern with the mechanical function of the units. I contacted [redacted] at Vets-Tech Inc. to inquire about whether it will be necessary to have a diagnostic check run on the units. [redacted] replied as follows "The units are installed in the laundry room they are using them. When I was
there he said the washer was wobbling in spin mode I fixed that was not level.
The units are working fine. Dryer had no shipping issues here..."[redacted] is ready and willing to perform the cosmetic repairs that he has estimated for us. All I need is your approval for him to proceed. I await your prompt reply and acceptance of our offer.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.This is not a company that cares about its customers nor their items. If Bekins truly wanted to make this right, one day would not make a difference as they are fully aware the USPS can be delayed for various reasons. Nontheless, if they wanted to rectify this issue, they would admit their be negligence and offer money for damaged items resulting in someone from their company backing into our items that were being housed on the floor unsecured. Had they delivered all items when contractually agreed to do so, most of the items would not even have been damaged. One day grace period is not too much to ask when they've shown such carelessness and lack of responsibility. A reputable business would want their customers to be satisfied with the end result and clearly Bekibs could care less.
Regards,
[redacted]
We have reviewed your most recent response to the Revdex.com. As stated in our response to your initial complaint, on the bill of lading document for your shipment, you signed and dated the coverage option which waived the Full (Replacement) Level of Protection, and instead selected the lower Released Value of 60-cents-per-pound per article. Because you selected the lower level of protection, as evidenced by your signature and your initials, your claim settlement amount is based on this $0.60/lb option, and the weight of the items listed in your claim. Please accept our apologies that you experienced any difficulties with your relocation.
Dear Revdex.com:Attached is Bekins reply to the customer's complaint. I have mailed the original to the customer today. 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 the information which you submitted to our claims department have been reviewed. A claims adjuster initially reviewed your claim in March 2017, at which time the claim was...
denied. After a series of emails between yourself and our claims team, your claim was reviewed again and it was determined that our decision for denial of your claim would be maintained. Attached is a copy of the letter to you, dated May 18, 2017 explaining our position regarding your claim. As stated in the attached letter, your household goods delivered in November 2016 to a residential address, as well as to a self-storage location. The sofa which was included in your claim was delivered to the self-storage unit. The self-storage company, [redacted] Storage, is not an agent for Bekins Van Lines. The interstate contract with Bekins Van Lines ended with the delivery to your self-storage unit. This is further confirmed by the fact that you were not billed by Bekins for storage, nor did Bekins collect storage charges from you. No notations of damage were made on the inventory forms when your goods were delivered to the self-storage unit and we have no basis on which to accept liability for your claim. Please accept our apologies that you experienced any difficulties with your move.
Dear Revdex.com: Attached is Bekins' response to the complaint and our release form. If you have any questions please contact me . Sincerely,Kathy K[redacted], Director 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.
[redacted]Mill Valley, CA [redacted]Bekins Corporate Headquarters – Claims DepartmentAttn:Kathy K[redacted]; Indianapolis, IN [redacted]September 6, 2015RE: Order 5344-1419; [redacted]; Nicasio, CA to Milton, FL Dear Ms. K[redacted]:I am in receipt of your Statements of Conclusion dated August 13 & affirmation dated September 2, 2015, which mistakes the facts of my claim. I in fact moved two washer and dryer units. One set of Kenmore’s from storage in California to storage in Florida, and one set of Miele’s that were in the house in California moved to within the house in Florida at [redacted], Milton. My claim solely pertains to the washers that were delivered within the house, not to storage, and those are the Miele’s detailed in my claim.I disagree with the statements implied within Bekins’ letters that every item must be inspected as it comes off the truck and noted in order for acceptance of liability. I moved more than 50,000 pounds with Bekins, and it’s an unrealistic expectation. Bekins’ claim form, which I receivedfrom your agent here in California immediately after the damage was discovered and made known in April, in fact states there is a nine-month period to file claims, of which I am within. Nowhere within the materials provided does it state items placed in storage are not uninsurable, nor does it state damages need to be noted or made known to the driver at time of delivery. Bekins’ failure to conduct ANY due diligence in this matter is negligible,then to deny liability after being paid for Full Value Protection is fraudulent, and a breach of contract.Additionally, as brought fourth in my initial claim, Bekins failed to address the false coding of pre-existing damage on the inventory list as pertaining to my Miele’s. Again, you are welcome to have a Miele factory technician examine the units for stated minor imperfections falsely coded on the manifest, at your cost. Other than the now large dent and scrapes from the move, they do not exist. Their lack of presence will prove your driver’s lack of credibility as well as competence. I am able to obtain proof of condition in California from the Miele technician whom serviced the appliances the day they were moved, as I had Miele install the shipping struts because I was not willing to risk my perfect condition units with Bekins’ employees. I also have witnesses that the Miele’s were in fact delivered to Florida within the house, and placed in the living room with the damaged side turned away from view. A Miele technician in Florida will also be able to verify conditions of the appliances. Neither you, nor Ms. G[redacted] have requested anything from me, nor consulted me on the facts of my claim, and I do not except the dubious conclusion that my claim made on July 28, 2015 is resolved. Should failure of Bekins’ obligation or satisfactory resolution continue I will have no choice but to escalate the matter toward legal action for the costs of my claim, additional monies for technicians to inspect and obtain affidavits, the Full Value Protection paid, as well as any and all costs associated with carrying the case. Regards,[redacted]
The origin inventory is prepared as a list of the items tendered for transportation and a description of the condition of the goods prior to loading. If you disputed the conditions listed this should have been pointed out at origin to the loading personnel prior to signing the origin inventory. You also had the opportunity again at delivery to dispute the origin notations and to make a notation to any new damage noted at the time of delivery. You stated in your letter that these were delivered to the living room, they then must have been moved to the utility room in order to install the units for use in the home. Mr. [redacted], I do understand that you had a large shipment; however, it is the customer's responsibility to check their shipment upon delivery and to make notations to any loss or damage at that time. The information you provided to this office for the replacement washer and dryer is not comparable to the models that you currently possess. You indicated on your claim form that the washer and dryer were purchased in 2012 for a cost of $1,999.00 and $1,399.00 respectively. There are models available that are in that price range that are more comparable to the units that you purchased. Your offer to send an affidavit from the CA technician is appreciated but that will not be necessary nor is it necessary to have the technician in FL attest to the damage that exists. The only thing that the CA technician would be able to attest to would be that they were serviced. That technician cannot confirm that the damage you are claiming was done by the driver during the move. The only way to confirm that damage occurred during transportation is for the customer to note any new damage at the time of delivery. In this case that was not done. Bekins' position of denial is being maintained. We do regret that you do not agree with our position and that you were not satisfied with our explanation of the denial. 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.
Dear Ms. K[redacted], After numerous requests, I appreciate your willingness to finally have my damaged appliances looked at. Unfortunately, as previously stated, I believe only Miele is qualified to conduct this investigation for a few reasons as outlined below.1. Miele is a high end European specialty brand that requires technicians certified in the sophisticated components, software, and mechanics of the appliances. This is the reason their replacement value is so high.2. The appliances are computerized and software based. The tech will need to communicate with the appliances through a computer with special software for any errors and codes resulting from the damage. Appliance repair firms that versed in standard brands are not capable to fully diagnose the issues resulting from the damage caused during the move, without being trained in Miele repairs.3. Miele is not an agent of or affiliated with Bekins and is an impartial party to this matter. They have neither Bekins, nor my, interests placed before the repair of the appliances. This is the most fair solution for both parties.I must reject the offer of having a non-certified Miele technician come out to conduct an investigation and diagnosis of the damage to my appliances. Though cost effective for Bekins, it would be tantamount to having a person with the knowledge base of repairing Kia's conduct diagnostics on a Farrari. They are different machines with different internal systems and require different skill sets. However, I am still amenable to having the appliances inspected and diagnosed by a Miele certified technician, which would be far more cost effective for Bekins than the full replacement value of my appliances, if they can be fixed. Please affirm you have received this message and let me know how you'd like to proceed.Sincerely, [redacted]
Regards,
[redacted]
Dear Revdex.com: The offer of $500.00 was a compromise offer only and it is our only offer. We do not agree to the $1000.00 counter offer. Our position of denial is being maintained and there will be no further negotiation. Sincerely, Kathy K[redacted], Director, Consumer Affairs
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.]It appears that we keep going in circles on some issues. I outlined my questions very clearly in my original complaint, and I STILLLLL do not have clarification. Any sensible person would find it suspicious that Bekins would discover a new fee a year late – only after I filed a damage claim. Even if the fee is valid, I would submit that it was already waived due to their own negligence.As previously stated... The Bekins document called "Order For Service" shows a Not-To-Exceed-Cost of $6995.37 but the final bill was for $7516.53. I need an explanation for this difference. I don't know how to make this any clearer. Explain the difference. Explain the difference.My original claim was submitted for $530 with no deductible. It appears that Bekins agrees that there should be no deductible. So the issue with my damage claim concerns the missing helmet. I listed this helmet specifically with other property at origin based on the request of the Bekins agent. If there is a document showing that this helmet was received – please provide copy. Otherwise, I cannot accept 100% of the liability for the loss of this item. I offered a reasonable compromise and if that is rejected by Bekins then this will be an outstanding issue.Regards,
[redacted]
Dear Revdex.com:In an effort to conclude this claim Bekins will agree to the additional $230.00. I have requested the check today and have attached a release form prepared for the [redacted] signature. This is necessary to confirm their agreement to conclude the claim. Thank you for your assistance.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 the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]It's completely ridiculous to handle someone's belongings and not cover any damages they occur for same. These people didn't explainanything about the insurance which, by the way, they should have covered themselves.
The consumer has not provided any new information regarding her claim. Bekins Van Lines has made every effort to reimburse the consumer for claimed damages. Respectfully, we must stand by our final settlement offer which has been emailed to the consumer (most recently) on 08/30/2016. The consumer has also received information from our office regarding the Dispute Settlement Program if she wishes to pursue arbitration. We would once again request that the consumer reconsider our offer of settlement, or consider submitting to arbitration following the guidelines set forth in the Dispute Settlement Program. Thank you.
Your complaint filed with the Revdex.com (ID [redacted]) has been received. Our billing department has reviewed the services provided for your relocation. Based upon their audit of the actual services provided, the total charge for your relocation is $5,221.54. This total does not include...
any charges for Full Replacement Value Protection. The total does include $193.88 for unpacking services – for which you signed as receiving on the attached Additional Services Requested Form. We initially collected $5,551.54 for your relocation. A refund check for $330.00 (check #[redacted]) was issued to you on March 27, 2017. Attached to this response is an itemized schedule of your charges, and a copy of the Additional Services Requested form - which you signed as having received the unpacking services referenced above. 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 find that this response/resolution is satisfactory to me.
Regards,
[redacted]
I am in receipt of your most recent correspondence regarding the damage claimed to the Miele washer and dryer delivered to Florida. Are you currently in FL or in CA? As a compromise offer Iwill assign a repair firm to inspect the washer and dryer and to take photos of the damage being claimed. They would send that report to my attention along with the photos for review. I am not stating that we are accepting liability I am merely agreeing to inspect the damage that is being claimed.Please advise if you or a representative of yours will be available in the next couple of weeks to meet with our assigned representative. Once Iknow your availability Iwill assign a local firm to perform the inspection. Sincerely, Kahty K[redacted] Director,Claims & Consumer Affairs
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. Your shipment from Tucson, AZ to Charlottesville, VA was delivered August 2, 2016. After some conversations with our customer...
service department, on August 3, 2016, a move manager set up an appointment with a third-party service company to come to your home and reassemble some of your household items. On August 5, 2016, you canceled the service appointment. On approximately August 26, 2016, a claim form, (Verified Statement of Claim for Lost or Damaged Goods), was sent to you from our Claims Department. The completed claim form was submitted by you on approximately March 20, 2017. On your claim form, you made a claim for $250.00 for damage to the interior of your home. A check for $250.00 was issued to you on April 17, 2017. Your claim form also included a claim for $1,000.00 for service related issues. The move manager again attempted to schedule an appointment with a third-party service company to come to your home and reassemble some of your household items. The third-party technician advised that you again canceled this appointment. We must respectfully decline your request for $1,000.00 as listed on your claim form, as well as the request for a $500.00 refund as listed in your Revdex.com complaint. We apologize if you were not completely satisfied with the level of service provided; however, Bekins Van Lines has completed your relocation in accordance with the terms provided on the bill of lading. Further, since the delivery date of your goods, our customer service department has scheduled two separate appointments with a third-party service company to reassemble items at your home. You have canceled both appointments with the third-party service company. Your relocation charges were paid by your employer. Any type of refund – whether service related or billing related – would need to be requested by and paid to the party who paid the original charges, if approved. Please accept our apologies that you experienced any difficulties with your move.
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. In the November 15, 2016 letter to you from our Claims Department, acknowledging receipt of your claim, you were advised of the...
following: 1. Please do not discard any items (this includes any of the boxes that may have contained damaged items.)2. Please do not have any repairs performed without prior approval from our claims department. As stated in correspondence to you from our Claims Department, (dated December 7, 2016; February 1, 2017; and March 2, 2017;) at the time you received your shipment there was no indication made of loss or damage to your items. All items listed on the inventory were signed for as being received in good order with no discrepancies recorded or reported at the time. After receiving your claim, our claims representative was advised by [redacted]’s (restoration company) that all the items listed on your claim form have been repaired. Since the items were repaired prior to the claim being received we were not given the opportunity to confirm the extent of the damage. Since notification was provided to you that items were not to be repaired, we have declined liability as transit related damage cannot be confirmed. Your claim for damages has received an initial review, and two additional reviews after receiving additional information from you. No further action will be taken regarding your claim. Please accept our apologies that you experienced any difficulties with your relocation.
Dear Mr. [redacted],I have received a copy of your complaint and request. I have received no phone calls from you requesting this information so I am unsure who you have been calling? You are correct that we are obligated to have an "agent of process " to receive any court papers on behalf of...
our company. This information is available on the Federal Motor Carrier Safety Administration website. I can give you that information. Our processing agent for Maryland is Justin *. [redacted], Annapolis, MD [redacted].If there is additional information required please contact me directly.Sincerely,Kathy K[redacted], Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid
Dear Mr [redacted],I have received your dispute of the offer to have the repairs performed. I fully understand your concern with the mechanical function of the units. I contacted [redacted] at Vets-Tech Inc. to inquire about whether it will be necessary to have a diagnostic check run on the units. [redacted] replied as follows "The units are installed in the laundry room they are using them. When I was
there he said the washer was wobbling in spin mode I fixed that was not level.
The units are working fine. Dryer had no shipping issues here..."[redacted] is ready and willing to perform the cosmetic repairs that he has estimated for us. All I need is your approval for him to proceed. I await your prompt reply and acceptance of our offer.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.This is not a company that cares about its customers nor their items. If Bekins truly wanted to make this right, one day would not make a difference as they are fully aware the USPS can be delayed for various reasons. Nontheless, if they wanted to rectify this issue, they would admit their be negligence and offer money for damaged items resulting in someone from their company backing into our items that were being housed on the floor unsecured. Had they delivered all items when contractually agreed to do so, most of the items would not even have been damaged. One day grace period is not too much to ask when they've shown such carelessness and lack of responsibility. A reputable business would want their customers to be satisfied with the end result and clearly Bekibs could care less.
Regards,
[redacted]
We have reviewed your most recent response to the Revdex.com. As stated in our response to your initial complaint, on the bill of lading document for your shipment, you signed and dated the coverage option which waived the Full (Replacement) Level of Protection, and instead selected the lower Released Value of 60-cents-per-pound per article. Because you selected the lower level of protection, as evidenced by your signature and your initials, your claim settlement amount is based on this $0.60/lb option, and the weight of the items listed in your claim. Please accept our apologies that you experienced any difficulties with your relocation.
Dear Revdex.com:Attached is Bekins reply to the customer's complaint. I have mailed the original to the customer today. 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 the information which you submitted to our claims department have been reviewed. A claims adjuster initially reviewed your claim in March 2017, at which time the claim was...
denied. After a series of emails between yourself and our claims team, your claim was reviewed again and it was determined that our decision for denial of your claim would be maintained. Attached is a copy of the letter to you, dated May 18, 2017 explaining our position regarding your claim. As stated in the attached letter, your household goods delivered in November 2016 to a residential address, as well as to a self-storage location. The sofa which was included in your claim was delivered to the self-storage unit. The self-storage company, [redacted] Storage, is not an agent for Bekins Van Lines. The interstate contract with Bekins Van Lines ended with the delivery to your self-storage unit. This is further confirmed by the fact that you were not billed by Bekins for storage, nor did Bekins collect storage charges from you. No notations of damage were made on the inventory forms when your goods were delivered to the self-storage unit and we have no basis on which to accept liability for your claim. Please accept our apologies that you experienced any difficulties with your move.
Dear Revdex.com: Attached is Bekins' response to the complaint and our release form. If you have any questions please contact me . Sincerely,Kathy K[redacted], Director 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.
[redacted]Mill Valley, CA [redacted]Bekins Corporate Headquarters – Claims DepartmentAttn:Kathy K[redacted]; Indianapolis, IN [redacted]September 6, 2015RE: Order 5344-1419; [redacted]; Nicasio, CA to Milton, FL Dear Ms. K[redacted]:I am in receipt of your Statements of Conclusion dated August 13 & affirmation dated September 2, 2015, which mistakes the facts of my claim. I in fact moved two washer and dryer units. One set of Kenmore’s from storage in California to storage in Florida, and one set of Miele’s that were in the house in California moved to within the house in Florida at [redacted], Milton. My claim solely pertains to the washers that were delivered within the house, not to storage, and those are the Miele’s detailed in my claim.I disagree with the statements implied within Bekins’ letters that every item must be inspected as it comes off the truck and noted in order for acceptance of liability. I moved more than 50,000 pounds with Bekins, and it’s an unrealistic expectation. Bekins’ claim form, which I receivedfrom your agent here in California immediately after the damage was discovered and made known in April, in fact states there is a nine-month period to file claims, of which I am within. Nowhere within the materials provided does it state items placed in storage are not uninsurable, nor does it state damages need to be noted or made known to the driver at time of delivery. Bekins’ failure to conduct ANY due diligence in this matter is negligible,then to deny liability after being paid for Full Value Protection is fraudulent, and a breach of contract.Additionally, as brought fourth in my initial claim, Bekins failed to address the false coding of pre-existing damage on the inventory list as pertaining to my Miele’s. Again, you are welcome to have a Miele factory technician examine the units for stated minor imperfections falsely coded on the manifest, at your cost. Other than the now large dent and scrapes from the move, they do not exist. Their lack of presence will prove your driver’s lack of credibility as well as competence. I am able to obtain proof of condition in California from the Miele technician whom serviced the appliances the day they were moved, as I had Miele install the shipping struts because I was not willing to risk my perfect condition units with Bekins’ employees. I also have witnesses that the Miele’s were in fact delivered to Florida within the house, and placed in the living room with the damaged side turned away from view. A Miele technician in Florida will also be able to verify conditions of the appliances. Neither you, nor Ms. G[redacted] have requested anything from me, nor consulted me on the facts of my claim, and I do not except the dubious conclusion that my claim made on July 28, 2015 is resolved. Should failure of Bekins’ obligation or satisfactory resolution continue I will have no choice but to escalate the matter toward legal action for the costs of my claim, additional monies for technicians to inspect and obtain affidavits, the Full Value Protection paid, as well as any and all costs associated with carrying the case. Regards,[redacted]
The origin inventory is prepared as a list of the items tendered for transportation and a description of the condition of the goods prior to loading. If you disputed the conditions listed this should have been pointed out at origin to the loading personnel prior to signing the origin inventory. You also had the opportunity again at delivery to dispute the origin notations and to make a notation to any new damage noted at the time of delivery. You stated in your letter that these were delivered to the living room, they then must have been moved to the utility room in order to install the units for use in the home. Mr. [redacted], I do understand that you had a large shipment; however, it is the customer's responsibility to check their shipment upon delivery and to make notations to any loss or damage at that time. The information you provided to this office for the replacement washer and dryer is not comparable to the models that you currently possess. You indicated on your claim form that the washer and dryer were purchased in 2012 for a cost of $1,999.00 and $1,399.00 respectively. There are models available that are in that price range that are more comparable to the units that you purchased. Your offer to send an affidavit from the CA technician is appreciated but that will not be necessary nor is it necessary to have the technician in FL attest to the damage that exists. The only thing that the CA technician would be able to attest to would be that they were serviced. That technician cannot confirm that the damage you are claiming was done by the driver during the move. The only way to confirm that damage occurred during transportation is for the customer to note any new damage at the time of delivery. In this case that was not done. Bekins' position of denial is being maintained. We do regret that you do not agree with our position and that you were not satisfied with our explanation of the denial. Sincerely, Kathy K[redacted] Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid