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. Our claims department has reviewed your claim and has sent you two separate responses, dated February 7, 2017, and April 14, 2017 –...
copies of which are attached to this response. As stated in the April 14, 2017 letter to you from our claims adjuster, it is the customer’s responsibility to do a check off at the time of delivery to confirm that all items are delivered at destination or to note any discrepancies found. We have further reviewed the trace conducted in an effort to locate your items. It is confirmed that all parties involved in your relocation have been contacted and have confirmed that these items were not located. Also, each page of the household goods descriptive inventory was signed at delivery, which indicates that all items were received. Since there is no evidence that loss or damage occurred while your shipment was in our care, we must respectfully decline liability. Please accept our apologies that you experienced any difficulties with your relocation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] Revdex.com# [redacted]Dear Ms. K[redacted]:We have received your response. The charge of $1170.25 was the charge for the
remainder of our items that became the “over flow” that was caused by your
company. Your company was 22 days past
the final day of the delivery spread. This does not include the 5 days of the
spread. At $150.00 per day, our
calculations come to $3300.00, not the $1170.25. This amount only addressed the
issue of your company’s delay of delivery. It does not address any of the
issues of your men surrounding us in anger over us calling corporate about your
driver wanting us to drive him to a hospital, the sexual remarks his helper
made to two women, the pot smoking on our property, the blood and feces left on
our property by the driver and his helpers. The $300.00 check was returned to
A.J. S[redacted] as it came with a letter from him. Please be sure to check your
records. It was an insult for everything
your company has put us through. The check also stated on the back that we
would not be able to make any other type of claim, damage or otherwise. The check
was returned.Ms. K[redacted], we were not told that our “over flow” items
were being taken to a warehouse EVER!!! We thought that the driver that picked
them up the next day would be delivering them a few days after the first truck.
We constantly asked and we always told that they would let us know, we’re
checking on it, etc. We are sorry that
your company did not have a driver to transport all of our items to NC. When we
had the move estimate completed by your company, we were not told that ALL of
our items would not be on ONE TRUCK!! If
we knew our “over flow” items were to be placed in storage for a month, we
would have made other arrangements for them to be shipped. Our decision to
insure our property at 60 cents per pound was based on the information that our
belongings were to be transported by moving van and not by freight. If we were
presented with the information that our property was going by freight we would
have chosen the full replacement option. Your
company left a disabled person without a bed to sleep in, without a sofa to sit
on, without a TV or entertainment center to put one on. Your company also managed to destroy two of
them! We didn’t have a washer or dryer,
which was a hardship for us during the “over flow” delay. When they did arrive, our washer is ruined and
somehow it is now our fault and not your company. Almost every item in this “over flow” shipment was damaged
or completely destroyed by your company. Your company won’t cover items because
you say it was already damaged, worn, scuffed or whatever you deemed the
condition was. Your company totally smashed a solid wood and glass
entertainment center that was 81inches long and weighed well over 200 lbs. That
unit cost us $3000.00. Your company says it weighed 40 pounds and was worth
$24.00. We had to put the bolts on the
washing machine as your driver never once left the truck, your helper had other things on his mind,
their day laborers were too busy getting stoned. Once again it was all wrapped
in moving blankets when it left our home in NV. It all arrived here wrapped in
brown paper, not one blanket on one item. We would have paid extra for the
blankets to keep our items protected. The check for $198.00 for our damaged items is
just yet again another insult from your company. That doesn’t even cover the
brand new cat tree that was covered in black after it left our home. The check for $198.00 we would like to
return. Who should we return it to, you or Robin Rutland? In our last response, we said to please send
someone to look at the damage your company caused. We did NOT refuse an
inspection. We will never agree with what your company is saying about the
damage. If it was on the original truck and not put in storage and then shipped
by freight, we would not be having this correspondence now. So, once again,
please send a repair firm to inspect the items.We will wait to hear your response.[redacted] and [redacted]
Regards,
[redacted]
Revdex.com:Please tell Bekins that I appreciate the $500 offer of settlement, but it is a far cry from the total of damaged and missing items. Please let them know that I will settle for $1000 in good faith and will sign the document
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.
Dear Ms. K[redacted], I am in receipt of your letter dated 10-22-2015. The attachment did not come through in the Revdex.com responses but as a separate message only within the Revdex.com site. I found it after my earlier reply. I sent you a reply by e-mail, and Julie has now reset the Revdex.com site for this current response. I understand that your offer is not to repair any damage and to merely access the damage, however, I still believe that only Miele is qualified to conduct a diagnostic test/review and to access the proper working order and damage of their appliances.My father's phone number has changed. Please try contacting my mother first. My parents correct contact information is:[redacted]Milton, FL 32583Let me know if there is anything else you need from me.Sincerely, [redacted]
Dear Mr. [redacted]:I have contacted [redacted] @ Vets-Tech and have authorized him to perform the repairs and diagnostics as necessary to repair the washer. I asked him to touch base with your mother as he did previously to make the arrangements. 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.
I have submitted the information that I originally requested be reviewed by Bekins through their claims process. They continue to repeat the same verbiage in regards to a response which does not promote any progress. The FMCSA urges their cooperation to address these issues, the Surfaces Transportation Boards review of the terms of the Tariff that governs the Full Value Protection states that such is being administered inappropriately and offered their mediation for which Bekins denies to participate in. I was advised by Bekins VP of Claims, Mr. John W[redacted] that they would review my concerns and go over each item that was posed to his attention. This was not performed, as a matter of fact even other items were omitted from his review with no ability to discuss this matter. If Bekins is acting in Good Faith, why is it that they will not respond to my inquiries, nor review an accounting of their own errors, deny a neutral party to mediate with the administration of their Tariff that is the appropriate authority in the United States Government, as to its provision and interpretations, define their calculations and justify them, and why is it that they removed advertisements that support Full Replacement Value Protection from their Websites, stating that the verbiage never existed (for which I retained original proof of)? Bekins response is to accept an incomplete offer, that is riddled with errors and omissions. Bekins continues to deny appropriate claims handling and Customer Service. This Company by way of their standard repeated responses has no want to work with their customer after such a terrible atrocity has occurred, and refuses to honor their Fiduciary responsibilities without insistence, and responds only with dismissal. If Bekins is not interested in being honest and forthright in this process the only alternative would be to pursue this on every avenue possible in an effort to enforce their need to comply. Given Bekins does business under many names, Wheaton being one of them, a consumer can find that there are many incidents that mimicked over and over again these same faults, and it appears to be Bekins practice to deceive and perform Unfair Business practices with an intent to deceive the consumer. The Director of Claims, Ms. Laur P[redacted] has a power point presentation listed on the internet under Claim Creativity, whereby the finale' states "Claims 101: Sorry, but there's nothing in your policy about fair. A fair is where you take a pig to win a prize" and "Warning, Claims Adjuster with an Attitude". No doubt this is a predisposition to deal with for any customer that submits a claim to Bekins, for their own Claims Director is prepared as also stated in her power-point presentation, "Brace yourself, the claims adjusters are coming..." Bekins lost and damaged approximately 50 percent of my shipment. I have complied with all of their extenuating claims procedures that were unduly burdening for a a year now, to no avail. A company as large as this, you would think had more regard for their customers, but they don't!! They have not been helpful, they refuse to offer their procedures, deny their liability in an obvious claim and continue to add insult to injury to just have a fair review when asked for them to assume their responsibilities and liability. The only action that was asked of Bekins was to administer FAIR claims handling, however according to Ms. P[redacted], their Claims Director... there is NO FAIR in your Policy!! And of course, any claimant is just a Pig, seeking a prize. How is it that someone like this is a Director of Claims where by she has a Fiduciary responsibility to administer her position with "DISCERNMENT"? How can anyone do such absent FAIR? AN Adjuster is required to display discernment, which is a balance of contract enforcement and customers satisfaction. If Bekins is not willing to give an accurate review of a claim and/or an explanation as to how they determine their offers and refuse to discuss this matter appropriately without the need of a CivilAction or Arbitration, then their intent to force a consumer into these forums as a way of dealing with their business appears to be a form of bullying and frivilous, costing more fees for courts, arbitration and attorneys, while the customer sits in the ruins of debris caused by their Gross Neglect. I feel that the Revdex.com should look into this company, for there are numerous complaints that mimic mine and it appears that Bekins continues to perform these actions hoping that a majority of customers will walk away, rather than fight for their rights. I will again state, I think that Bekins should look at their "Final Settlement" that they wish I would accept and see the errors, for they speak for themselves. Arbitration or Civil action will be costly, however it will be recognized that their actions are not of Good Faith, rather more so in BAD!!! Shame on you Bekins!!! I WISH YOU would review the loss accurately and then if we are unable to agree, we should address arbitration or Civil action. Any respectable company would do so, if you have any true intent to work with your customers or hold any integrity!!
Regards,
[redacted]
I have reviewed the claim file. Your shipment delivered June 23, 2014 and your claim form was received by Bekins Van Lines, Inc. on February 10, 2015. The majority of the claim form was void of any amounts claimed and several of the columns were blank. There were 23 items claimed and only 8 items...
had amounts claimed. Ms. [redacted] provided a settlement for some of the items based on her prior claims experience with similar items being claimed. You were asked to provide additional information and amounts claimed for the items being disputed. You did provide photos of some items; however, the photos do not provide the brand, manufacturer or make and model of the items claimed. It is the customer's responsibility to support the claimed amounts. Please provide this office with additional information to support the value of the items claimed. The amounts offered do seem to be fair amounts for the items in the photos. The denial of the dressing table, footboard and freezer are being maintained since there was considerable pre-existing damage to these items prior to loading and nothing was noted as damaged in the presence of the delivery personnel. The customer does have a responsibility to check their items and make any notations to new damage at the time of delivery. This is the only way that we can confirm that loss or damage occurred in transit. The denial of the reported missing items is also being maintained. I do apologize that you and your family experienced any difficulties with your relocation and that it was necessary for you to file a claim. Sincerely, Kathy K[redacted]
Your most recent response to the Revdex.com (ID [redacted]) has been received. As stated in the April 14, 2017 letter to you from our claims adjuster, it is the customer’s responsibility to do a check off at the time of delivery to confirm that all items are delivered at destination or to note any discrepancies found. Attached to this response is a copy of the three-page Household Goods Descriptive Inventory for your shipment – which lists approximately 90 line items. You will note that in the right-hand column – labeled “Exceptions at Destination” – only one (1) exception is noted. Item #366 was noted as “damaged”; however, this item was noted as “packed by owner”. You signed each of the three pages of the Household Goods Descriptive Inventory at delivery, under the statement on each page which states, We have checked all the items listed and numbered to inclusive and acknowledge that this is a true and complete list of the goods tendered and of the state of the goods received. Other than the single exception noted above, there were no other notations made at the time of delivery that loss or damage occurred while your shipment was in our care. Therefore, we must again decline liability. The final point in your letter relates to the weight and charges on your shipment. In your letter, you suggest that the driver marked up the weight of your load to increase his pay at your expense. Attached to this response are the weight tickets related to your move. One ticket is the weight of the truck before your shipment was loaded; the second ticket is the weight after your shipment was loaded. The net weight (57,680 – 53,960) is 3,720 lbs. Attached is a copy of the non-binding estimate, which you signed on 10/27/16. This estimate states, on page 2: The Non-Binding Estimate shows the estimated cost for the quantities and services set out on the estimate. The final bill shall be based upon the actual weight and services provided in accordance with Bekins’ tariff. Also attached to this response is the invoice/freight bill for your shipment. After a shipment is delivered, an audit of the charges is completed. In your case, charges in the amount of $5,749.80 were collected from you based on the estimated charges. After the audit of your order was performed, the actual charges, in accordance with Bekins Van Lines’ filed tariff, were determined to be $5,392.14. A credit of $357.66 was issued to your credit card. Once again, please accept our apologies that you experienced any difficulties with your relocation.
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. Regarding your claim for damage to certain items in your shipment, please refer to the signed bill of lading for your shipment...
– a copy of which is included with this response to the Revdex.com. On page 2 of the bill of lading, you placed your signature, as well as your initials, and dated the document September 30, 2016, under Option 2 which states the following: Option 2: COMPLETE THIS PART ONLY if you wish to WAIVE the Full (Replacement) Level of Protection included in the higher cost estimate provided above for your shipment and instead select the LOWER Released Value of 60-cents-per-pound Per Article; to do so you must initial and sign the lines below. I wish to Release My Shipment to a Maximum Value of 60-cents-per-pound per Article. You waived the Full (Replacement) Level or Protection, as evidenced by your signature and your initials, prior to the loading of the shipment and the acceptance of the shipment by our driver. A check in the amount of $132.00 was mailed to you on February 15, 2017. This settlement amount is based on the $0.60/lb option which you selected on the bill of lading, and the weight of the items listed in your claim. We have issued a settlement check to you based on the released value to which you agreed on the bill of lading. Please accept our apologies that you experienced any difficulties with your relocation.
Your complaint response filed with the Revdex.com has been reviewed a forwarded to my attention for review and response. There has been no new information provided in your response that would alter our position. We have reviewed the pictures presented for the dressing table and freezer the damage is not consistent with transit related damaged. In further review of the inventory we cannot locate the reported damage freezer to confirm this item was ever tendered by us for your relocation. There was no inventory number provided on the claim form to support us tendering the item. As mentioned in our previous response there were no notations made at the time of delivery of any new transit damage in the presence of the driver. The offer presented in our May 13, 2015 letter in the amount of $532.00 remains valid. Cordially, [redacted] Claims, Manager Bekins Van Lines
Occasionally circumstances develop which disrupt a shipment's delivery schedule....
Please be assured that Bekins Van Lines, Inc. thoroughly explored every available option to deliver your shipment at the earliest possible time. Ihave reviewed the notes pertaining to the delay in delivery. It appears that you have been working with Mr. Aaron [redacted], Customer Service Supervisor . Mr. [redacted] indicated that he has spoken with you and your husband regarding the delay in delivery and has provided updates. We agree that the agreed delivery was to have been between 10-5 and 10-11. Bekins Van Lines does not dispute that the shipment has been delayed. When Mr. [redacted] discussed with you,on October gth, the delivery plan, he was informed that neither of you would be available to accept the delivery the week of October 12 through October 16th. Our operations department was unable to accommodate a delivery on October 17th as requested. Mr. [redacted] offered to allow $50.00 per day without receipts for lodging and meals. The delay compensation policy allows for 100% of reasonable lodging and 50% of meal expenses up to $150.00 per day with documented receipts. The allowance of $150.00 per day is not automatic . Your household goods are currently loaded and the planned delivery date is Tuesday, October 20,2015. Please submit all receipts for any purchases to Mr. [redacted] to be reviewed and taken into consideration. The delay claim must be submitted within 30 days of the delivery of your household goods. Upon review of the documentation provided you will be notified of the delay settlement. Please accept my sincere apologies that you and your family have experienced any difficulties with your relocation. Mr. [redacted] will continue to monitor the progress of your shipment and will keep you updated.Sincerely, Kathy K[redacted] Director,Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Dear Revdex.comI have attached 3 documents for review in response to the customer's complaint. If you require additional information please let me know.Sincerely, Kathy [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.
I received an email from Aisha P[redacted] stating that I WAS charged for insurance "On the second page because there was nothing selected the coverage defaulted to full coverage with a zero deductible." Now conveniently they say they DIDN'T charge me ? Even though their customer service person states otherwise ? Furthermore I have dated video that shows both my 65" TV and a mirror carton still packed. Obviously there was a mistake made in the paperwork that I did not catch at the time my items were delivered.Additionally, on the bill of lading that I was given by the driver it states that the total charges were 4781.54. Now even if we add the erroneous packing charges of 193.88 that equals 4975.42 NOT 5221.54 which is what they are claiming are my total charges and how they arrived at the refund of 330.00. (5551.54 -4975.42 =576.66 overpayment) However....if we take the charges on the bill of lading (4781.54) and add 440.00 (which is the amount for full coverage insurance that apparently I am NOT? being charged for) we arrive at 5221.54. And then 5551.54 -5221.54 =330.00 which is the amount of the refund they sent me. Now either their driver was incorrect in his bill of lading, or Bekins is incorrect in how they added up the final charges. Either way that indicates they and their employees are capable of making a mistake that is not caught at first glance which leads right into my point that their driver made a mistake in charging me for unpacking services he did NOT perform. I will not accept Bekins response as their calculations don't match their explanation.
Regards,
[redacted]
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. Our claims department has reviewed your claim and has sent you two separate responses, dated February 7, 2017, and April 14, 2017 –...
copies of which are attached to this response. As stated in the April 14, 2017 letter to you from our claims adjuster, it is the customer’s responsibility to do a check off at the time of delivery to confirm that all items are delivered at destination or to note any discrepancies found. We have further reviewed the trace conducted in an effort to locate your items. It is confirmed that all parties involved in your relocation have been contacted and have confirmed that these items were not located. Also, each page of the household goods descriptive inventory was signed at delivery, which indicates that all items were received. Since there is no evidence that loss or damage occurred while your shipment was in our care, we must respectfully decline liability. Please accept our apologies that you experienced any difficulties with your relocation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] Revdex.com# [redacted]Dear Ms. K[redacted]:We have received your response. The charge of $1170.25 was the charge for the
remainder of our items that became the “over flow” that was caused by your
company. Your company was 22 days past
the final day of the delivery spread. This does not include the 5 days of the
spread. At $150.00 per day, our
calculations come to $3300.00, not the $1170.25. This amount only addressed the
issue of your company’s delay of delivery. It does not address any of the
issues of your men surrounding us in anger over us calling corporate about your
driver wanting us to drive him to a hospital, the sexual remarks his helper
made to two women, the pot smoking on our property, the blood and feces left on
our property by the driver and his helpers. The $300.00 check was returned to
A.J. S[redacted] as it came with a letter from him. Please be sure to check your
records. It was an insult for everything
your company has put us through. The check also stated on the back that we
would not be able to make any other type of claim, damage or otherwise. The check
was returned.Ms. K[redacted], we were not told that our “over flow” items
were being taken to a warehouse EVER!!! We thought that the driver that picked
them up the next day would be delivering them a few days after the first truck.
We constantly asked and we always told that they would let us know, we’re
checking on it, etc. We are sorry that
your company did not have a driver to transport all of our items to NC. When we
had the move estimate completed by your company, we were not told that ALL of
our items would not be on ONE TRUCK!! If
we knew our “over flow” items were to be placed in storage for a month, we
would have made other arrangements for them to be shipped. Our decision to
insure our property at 60 cents per pound was based on the information that our
belongings were to be transported by moving van and not by freight. If we were
presented with the information that our property was going by freight we would
have chosen the full replacement option. Your
company left a disabled person without a bed to sleep in, without a sofa to sit
on, without a TV or entertainment center to put one on. Your company also managed to destroy two of
them! We didn’t have a washer or dryer,
which was a hardship for us during the “over flow” delay. When they did arrive, our washer is ruined and
somehow it is now our fault and not your company. Almost every item in this “over flow” shipment was damaged
or completely destroyed by your company. Your company won’t cover items because
you say it was already damaged, worn, scuffed or whatever you deemed the
condition was. Your company totally smashed a solid wood and glass
entertainment center that was 81inches long and weighed well over 200 lbs. That
unit cost us $3000.00. Your company says it weighed 40 pounds and was worth
$24.00. We had to put the bolts on the
washing machine as your driver never once left the truck, your helper had other things on his mind,
their day laborers were too busy getting stoned. Once again it was all wrapped
in moving blankets when it left our home in NV. It all arrived here wrapped in
brown paper, not one blanket on one item. We would have paid extra for the
blankets to keep our items protected. The check for $198.00 for our damaged items is
just yet again another insult from your company. That doesn’t even cover the
brand new cat tree that was covered in black after it left our home. The check for $198.00 we would like to
return. Who should we return it to, you or Robin Rutland? In our last response, we said to please send
someone to look at the damage your company caused. We did NOT refuse an
inspection. We will never agree with what your company is saying about the
damage. If it was on the original truck and not put in storage and then shipped
by freight, we would not be having this correspondence now. So, once again,
please send a repair firm to inspect the items.We will wait to hear your response.[redacted] and [redacted]
Regards,
[redacted]
Revdex.com:Please tell Bekins that I appreciate the $500 offer of settlement, but it is a far cry from the total of damaged and missing items. Please let them know that I will settle for $1000 in good faith and will sign the document
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.
Dear Ms. K[redacted], I am in receipt of your letter dated 10-22-2015. The attachment did not come through in the Revdex.com responses but as a separate message only within the Revdex.com site. I found it after my earlier reply. I sent you a reply by e-mail, and Julie has now reset the Revdex.com site for this current response. I understand that your offer is not to repair any damage and to merely access the damage, however, I still believe that only Miele is qualified to conduct a diagnostic test/review and to access the proper working order and damage of their appliances.My father's phone number has changed. Please try contacting my mother first. My parents correct contact information is:[redacted]Milton, FL 32583Let me know if there is anything else you need from me.Sincerely, [redacted]
Dear Mr. [redacted]:I have contacted [redacted] @ Vets-Tech and have authorized him to perform the repairs and diagnostics as necessary to repair the washer. I asked him to touch base with your mother as he did previously to make the arrangements. 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.
I have submitted the information that I originally requested be reviewed by Bekins through their claims process. They continue to repeat the same verbiage in regards to a response which does not promote any progress. The FMCSA urges their cooperation to address these issues, the Surfaces Transportation Boards review of the terms of the Tariff that governs the Full Value Protection states that such is being administered inappropriately and offered their mediation for which Bekins denies to participate in. I was advised by Bekins VP of Claims, Mr. John W[redacted] that they would review my concerns and go over each item that was posed to his attention. This was not performed, as a matter of fact even other items were omitted from his review with no ability to discuss this matter. If Bekins is acting in Good Faith, why is it that they will not respond to my inquiries, nor review an accounting of their own errors, deny a neutral party to mediate with the administration of their Tariff that is the appropriate authority in the United States Government, as to its provision and interpretations, define their calculations and justify them, and why is it that they removed advertisements that support Full Replacement Value Protection from their Websites, stating that the verbiage never existed (for which I retained original proof of)? Bekins response is to accept an incomplete offer, that is riddled with errors and omissions. Bekins continues to deny appropriate claims handling and Customer Service. This Company by way of their standard repeated responses has no want to work with their customer after such a terrible atrocity has occurred, and refuses to honor their Fiduciary responsibilities without insistence, and responds only with dismissal. If Bekins is not interested in being honest and forthright in this process the only alternative would be to pursue this on every avenue possible in an effort to enforce their need to comply. Given Bekins does business under many names, Wheaton being one of them, a consumer can find that there are many incidents that mimicked over and over again these same faults, and it appears to be Bekins practice to deceive and perform Unfair Business practices with an intent to deceive the consumer. The Director of Claims, Ms. Laur P[redacted] has a power point presentation listed on the internet under Claim Creativity, whereby the finale' states "Claims 101: Sorry, but there's nothing in your policy about fair. A fair is where you take a pig to win a prize" and "Warning, Claims Adjuster with an Attitude". No doubt this is a predisposition to deal with for any customer that submits a claim to Bekins, for their own Claims Director is prepared as also stated in her power-point presentation, "Brace yourself, the claims adjusters are coming..." Bekins lost and damaged approximately 50 percent of my shipment. I have complied with all of their extenuating claims procedures that were unduly burdening for a a year now, to no avail. A company as large as this, you would think had more regard for their customers, but they don't!! They have not been helpful, they refuse to offer their procedures, deny their liability in an obvious claim and continue to add insult to injury to just have a fair review when asked for them to assume their responsibilities and liability. The only action that was asked of Bekins was to administer FAIR claims handling, however according to Ms. P[redacted], their Claims Director... there is NO FAIR in your Policy!! And of course, any claimant is just a Pig, seeking a prize. How is it that someone like this is a Director of Claims where by she has a Fiduciary responsibility to administer her position with "DISCERNMENT"? How can anyone do such absent FAIR? AN Adjuster is required to display discernment, which is a balance of contract enforcement and customers satisfaction. If Bekins is not willing to give an accurate review of a claim and/or an explanation as to how they determine their offers and refuse to discuss this matter appropriately without the need of a CivilAction or Arbitration, then their intent to force a consumer into these forums as a way of dealing with their business appears to be a form of bullying and frivilous, costing more fees for courts, arbitration and attorneys, while the customer sits in the ruins of debris caused by their Gross Neglect. I feel that the Revdex.com should look into this company, for there are numerous complaints that mimic mine and it appears that Bekins continues to perform these actions hoping that a majority of customers will walk away, rather than fight for their rights. I will again state, I think that Bekins should look at their "Final Settlement" that they wish I would accept and see the errors, for they speak for themselves. Arbitration or Civil action will be costly, however it will be recognized that their actions are not of Good Faith, rather more so in BAD!!! Shame on you Bekins!!! I WISH YOU would review the loss accurately and then if we are unable to agree, we should address arbitration or Civil action. Any respectable company would do so, if you have any true intent to work with your customers or hold any integrity!!
Regards,
[redacted]
I have reviewed the claim file. Your shipment delivered June 23, 2014 and your claim form was received by Bekins Van Lines, Inc. on February 10, 2015. The majority of the claim form was void of any amounts claimed and several of the columns were blank. There were 23 items claimed and only 8 items...
had amounts claimed. Ms. [redacted] provided a settlement for some of the items based on her prior claims experience with similar items being claimed. You were asked to provide additional information and amounts claimed for the items being disputed. You did provide photos of some items; however, the photos do not provide the brand, manufacturer or make and model of the items claimed. It is the customer's responsibility to support the claimed amounts. Please provide this office with additional information to support the value of the items claimed. The amounts offered do seem to be fair amounts for the items in the photos. The denial of the dressing table, footboard and freezer are being maintained since there was considerable pre-existing damage to these items prior to loading and nothing was noted as damaged in the presence of the delivery personnel. The customer does have a responsibility to check their items and make any notations to new damage at the time of delivery. This is the only way that we can confirm that loss or damage occurred in transit. The denial of the reported missing items is also being maintained. I do apologize that you and your family experienced any difficulties with your relocation and that it was necessary for you to file a claim. Sincerely, Kathy K[redacted]
Your most recent response to the Revdex.com (ID [redacted]) has been received. As stated in the April 14, 2017 letter to you from our claims adjuster, it is the customer’s responsibility to do a check off at the time of delivery to confirm that all items are delivered at destination or to note any discrepancies found. Attached to this response is a copy of the three-page Household Goods Descriptive Inventory for your shipment – which lists approximately 90 line items. You will note that in the right-hand column – labeled “Exceptions at Destination” – only one (1) exception is noted. Item #366 was noted as “damaged”; however, this item was noted as “packed by owner”. You signed each of the three pages of the Household Goods Descriptive Inventory at delivery, under the statement on each page which states, We have checked all the items listed and numbered to inclusive and acknowledge that this is a true and complete list of the goods tendered and of the state of the goods received. Other than the single exception noted above, there were no other notations made at the time of delivery that loss or damage occurred while your shipment was in our care. Therefore, we must again decline liability. The final point in your letter relates to the weight and charges on your shipment. In your letter, you suggest that the driver marked up the weight of your load to increase his pay at your expense. Attached to this response are the weight tickets related to your move. One ticket is the weight of the truck before your shipment was loaded; the second ticket is the weight after your shipment was loaded. The net weight (57,680 – 53,960) is 3,720 lbs. Attached is a copy of the non-binding estimate, which you signed on 10/27/16. This estimate states, on page 2: The Non-Binding Estimate shows the estimated cost for the quantities and services set out on the estimate. The final bill shall be based upon the actual weight and services provided in accordance with Bekins’ tariff. Also attached to this response is the invoice/freight bill for your shipment. After a shipment is delivered, an audit of the charges is completed. In your case, charges in the amount of $5,749.80 were collected from you based on the estimated charges. After the audit of your order was performed, the actual charges, in accordance with Bekins Van Lines’ filed tariff, were determined to be $5,392.14. A credit of $357.66 was issued to your credit card. Once again, please accept our apologies that you experienced any difficulties with your relocation.
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. Regarding your claim for damage to certain items in your shipment, please refer to the signed bill of lading for your shipment...
– a copy of which is included with this response to the Revdex.com. On page 2 of the bill of lading, you placed your signature, as well as your initials, and dated the document September 30, 2016, under Option 2 which states the following: Option 2: COMPLETE THIS PART ONLY if you wish to WAIVE the Full (Replacement) Level of Protection included in the higher cost estimate provided above for your shipment and instead select the LOWER Released Value of 60-cents-per-pound Per Article; to do so you must initial and sign the lines below. I wish to Release My Shipment to a Maximum Value of 60-cents-per-pound per Article. You waived the Full (Replacement) Level or Protection, as evidenced by your signature and your initials, prior to the loading of the shipment and the acceptance of the shipment by our driver. A check in the amount of $132.00 was mailed to you on February 15, 2017. This settlement amount is based on the $0.60/lb option which you selected on the bill of lading, and the weight of the items listed in your claim. We have issued a settlement check to you based on the released value to which you agreed on the bill of lading. Please accept our apologies that you experienced any difficulties with your relocation.
Your complaint response filed with the Revdex.com has been reviewed a forwarded to my attention for review and response. There has been no new information provided in your response that would alter our position. We have reviewed the pictures presented for the dressing table and freezer the damage is not consistent with transit related damaged. In further review of the inventory we cannot locate the reported damage freezer to confirm this item was ever tendered by us for your relocation. There was no inventory number provided on the claim form to support us tendering the item. As mentioned in our previous response there were no notations made at the time of delivery of any new transit damage in the presence of the driver. The offer presented in our May 13, 2015 letter in the amount of $532.00 remains valid. Cordially, [redacted] Claims, Manager Bekins Van Lines
Occasionally circumstances develop which disrupt a shipment's delivery schedule....
Please be assured that Bekins Van Lines, Inc. thoroughly explored every available option to deliver your shipment at the earliest possible time. Ihave reviewed the notes pertaining to the delay in delivery. It appears that you have been working with Mr. Aaron [redacted], Customer Service Supervisor . Mr. [redacted] indicated that he has spoken with you and your husband regarding the delay in delivery and has provided updates. We agree that the agreed delivery was to have been between 10-5 and 10-11. Bekins Van Lines does not dispute that the shipment has been delayed. When Mr. [redacted] discussed with you,on October gth, the delivery plan, he was informed that neither of you would be available to accept the delivery the week of October 12 through October 16th. Our operations department was unable to accommodate a delivery on October 17th as requested. Mr. [redacted] offered to allow $50.00 per day without receipts for lodging and meals. The delay compensation policy allows for 100% of reasonable lodging and 50% of meal expenses up to $150.00 per day with documented receipts. The allowance of $150.00 per day is not automatic . Your household goods are currently loaded and the planned delivery date is Tuesday, October 20,2015. Please submit all receipts for any purchases to Mr. [redacted] to be reviewed and taken into consideration. The delay claim must be submitted within 30 days of the delivery of your household goods. Upon review of the documentation provided you will be notified of the delay settlement. Please accept my sincere apologies that you and your family have experienced any difficulties with your relocation. Mr. [redacted] will continue to monitor the progress of your shipment and will keep you updated.Sincerely, Kathy K[redacted] Director,Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, Inc. I Clark & Reid
Dear Revdex.comI have attached 3 documents for review in response to the customer's complaint. If you require additional information please let me know.Sincerely, Kathy [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.
I received an email from Aisha P[redacted] stating that I WAS charged for insurance "On the second page because there was nothing selected the coverage defaulted to full coverage with a zero deductible." Now conveniently they say they DIDN'T charge me ? Even though their customer service person states otherwise ? Furthermore I have dated video that shows both my 65" TV and a mirror carton still packed. Obviously there was a mistake made in the paperwork that I did not catch at the time my items were delivered.Additionally, on the bill of lading that I was given by the driver it states that the total charges were 4781.54. Now even if we add the erroneous packing charges of 193.88 that equals 4975.42 NOT 5221.54 which is what they are claiming are my total charges and how they arrived at the refund of 330.00. (5551.54 -4975.42 =576.66 overpayment) However....if we take the charges on the bill of lading (4781.54) and add 440.00 (which is the amount for full coverage insurance that apparently I am NOT? being charged for) we arrive at 5221.54. And then 5551.54 -5221.54 =330.00 which is the amount of the refund they sent me. Now either their driver was incorrect in his bill of lading, or Bekins is incorrect in how they added up the final charges. Either way that indicates they and their employees are capable of making a mistake that is not caught at first glance which leads right into my point that their driver made a mistake in charging me for unpacking services he did NOT perform. I will not accept Bekins response as their calculations don't match their explanation.
Regards,
[redacted]