KC Creations

Your complaint filed with the Revdex.com (ID [redacted] ) has been received and we have reviewed the documentation in your relocation fileOn behalf of Wheaton Van Lines, please accept our apologies that you experienced any difficulties with your relocationRegarding the shipping of your boat and trailer, on 6/15/2017, the day before your shipment was scheduled to load, our Customer Service Team learned that the boat and trailer would not fit in the moving trailerAt that time, Customer Service began looking for an alternative method to haul your boat and trailerAlso, when Customer Service learned that the boat and trailer would require an alternative shipping method, your employer was contacted and they authorized the charges and advised Customer Service to proceed with the shipmentTo compensate for this inconvenience, Wheaton Van Lines mailed a check to you on 8/9/for $750.00.Regarding your claim for damages to your boat and trailer, please refer to the email dated 07/11/to you from the [redacted] Auto Transport Claims DepartmentIn this email, the [redacted] claims adjuster explained that after their review of the available information, [redacted] was denying your claim, except for an allowance for the boat cover [redacted] mailed a check to you for $on 7/11/2017.Regarding your claim for damages to the two items in your shipment, (a PSunit and a television), the claim was settled in accordance with the released value for which you signed on the Bill of Lading, copy attachedOn the Bill of Lading document, you signed next to the release which stated:“I wish to Release My Shipment to a Maximum Value of 60-cents-per-pound per Article” The charges for your shipment were paid in full by your employerAs outlined above, you have personally received a total of $1,033.00, from [redacted] and from WheatonWe appreciate your feedback because this helps our organization identify areas and processes that we need to improveAgain, please accept our apologies that you experienced any difficulties with your relocation

Your complaint filed with the Revdex.com has been received in our office I have reviewed the claim file along with all relocation paperwork provided on your moveI have attached a spreadsheet that breaks down the difference between the estimate provided and the actual charges for your relocation You paid Wheaton $9,at the time of delivery Your complaint indicated that you have paid for the valuation charge; however, you will see on the break down that the valuation charge was not included in the $9,that was paid by you Your transportation charges were less due to the actual weight being less than the estimated weight As you will see on the spreadsheet, had the valuation charge been included in your payment to Wheaton the charge would have been $10,When MsH [redacted] settled your claim for $she did deduct the outstanding charges of $from the claim settlement which reduced your payment to $ MsH [redacted] was not aware that she needed to add the storage in transit valuation charge of $40.50; therefore, that was not added and we are waiving that charge so you will not be billed for that amount On September 25, 2015, MsH [redacted] increased the amount allowed for the sofa by $and issued a check to you for that amountWhen your shipment delivered out of storage in transit, a portion was delivered to your residence and another portion was delivered to a private (mini) storage facility There was no written notation to any items believed to be missing at either location of delivery Your letter mentioned inventory numbers 141,142,which were all on one carton The inventory prepared at origin does list these as basically one carton with a > symbol next to the inventory #s In our industry this is indicative of all numbers being present on one carton which often means that they have used cartons to make an extended carton Since they must charge for all cartons used You have indicated that this means to you that you did not receive cartons # 141,however you made no notation at delivery A trace was initiated when you reported that you were missing items The trace concluded and all results were negative Have all items delivered out of the private (mini) storage facility? Did you check to see if the lamps were in the cartons in the mini storage? The inventory lists carton #as a lamp shade and carton #as lights and another lamp #all of which were checked off at deliveryThere were numerous packed by owner cartonsThe carrier personnel would have no knowledge of the contents of any cartons packed by owner prior to being tendered for transportationThere has been nothing provided to cause Wheaton to accept liability for the items claimed missing and our position of denial is being maintainedSincerely, Kathy K [redacted] Director, Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid

We have been forwarded a copy of your letter that was sent to the Revdex.com regarding the services provided by Wheaton World Wide Moving during your recent relocationOur office investigated your complaint and would like an opportunity to thoroughly review the cargo claim for loss and or damage submitted on November 23, To date you have been working with our Team Leader and with continued efforts from our management staff we will work to amicably conclude your claimWithin the next business days our office will provide you with a complete breakdown of the items you have included on the verified statement of claim and an explanation for the offer we have presentedThis time will allow us to review the information you have presented to date, including the repair firms reportIf we are in need of additional information we will contact you directlyWith respect to the packing refund it is our understanding the only charges collected by Wheaton World Wide Moving was the labor to complete the packing and you were charge accordingly for the complete serviceThe charge was handled this way because the packing material was purchased by you prior to the scheduled pack dateWe are sorry to hear your overall move experience did not meet your expectationsOur office will continue to work your claim submitted and provide you with a proper claim settlement based on the signed contract terms Cordially, Laura P*** Director, Claims Wheaton World Wide Moving

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 a problem with the fact that the guy was unable to provide me with a copy of what was signed at the end of the deliveryIt makes me question his intention in that regardI absolutely should have a copy of those documents provided to meThe fact that I called the guy a few days later to inquire into the missing items and he stated that he had them as he forgot to unload the last load states that in fact the delivery was not completedThey delivered an area rug about a month later and the two boxes didn't show up with itI consider this theft! I want my items back immediately Regards, [redacted]

Your complaint filed with the Revdex.com (ID [redacted] has been received and a copy was forwarded to my attention for review and responseI have reviewed the documents which are included in your relocation file In your complaint with the Revdex.com you stated that there were two items which were not loaded from the origin residence during your relocationAs you are aware, you were not present when your shipment was loadedAs stated on the Estimate / Order For Service which you signed on August 16, 2016, (copy attached): SHIPPER HEREBY ACKNOWLEDGES THAT IF HE/SHE IS UNABLE TO BE PRESENT AT ORIGIN/DESTINATION THAT HE/SHE SHALL HAVE A REPRESENTATIVE PRESENT WHO SHALL HAVE FULL AUTHORITY TO ACT AND TO EXECUTE ON SHIPPER’S BEHALF Your appointed representative at origin performed a “walk thru” with the driver to ensure that all items had been loadedYour representative also signed off on the order paperwork acknowledging that everything had been loadedFurther, your shipment charges were based on the minimum shipment weight under our commercial tariffReducing the weight of your shipment would not result in a reduction of price – since the price is already the minimum that we would charge on this shipment We have complied with the terms of our contractPlease accept our apologies that you experienced any difficulties with your relocation

Dear BBB:The matter is being handled by our VP of Claims & Revenue accounting. The customer has been advised that we require additional information in order to review the decision previously made, see the attached email from Mr. [redacted] . If the customer cannot provide additional support for the claim as presented then the position outlined previously will be maintained. Sincerely,Kathy K [redacted] Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

A copy of your complaint filed with the Revdex.com has been received and forwarded to my attention for review and responseMsPacyk the delay claim policy does not apply to an item that was misdelivered and then located and returnedI have attached a copy of the tariff item that pertains to delayed shipmentsThe compensation you referenced is only applicable if the majority of your shipment is not received within the agreed delivery spreadItems of loss or damage are not included in the compensation policy for delayed shipmentsDakota Steele received notification on July 15, that a box was located at one of our agencies in Bremerton, WAMrDakota Steele conducted an investigation and determined that it was a box belonging to your shipmentThe box was a packed by owner carton and we would have no knowledge of the boxes contentsThe box was shipped to you via FedExFedEx tracking confirms that the box was delivered to you on August 5, Wheaton received no contact from you stating that you were going to replace the items contained in the boxThe valuation coverage you selected for your shipment was $per lbper articleThe bill of lading was signed by you requesting this coverage and waiving the replacement coverageThe denial of reimbursement for the items that you replaced is being maintainedI do apologize that you or your family were inconvenienced and that our service did not meet with your expectationsSincerely, Kathy K*** Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van Lines, IncC Clark & Reid

I called the driver myself to confirm the damage to the tile and to the folding doorsThe driver did recall that the tile that was hanging down in the walkway fell down but he stated none of the tile was broken it simply came loose from the topHe did not recall any of his personnel falling into the folding door and breaking it thoughAs a final compromise I have offered $to reattach the tile and $for the folding door.My last correspondence did not mention the Magnavox TV again only because it was already offered previously and I was extending a good faith offer for other items in the last correspondence.I have attached a copy of the payment summary that lists all items for which offers are being made as full and final settlementThis is in addition to the repair of the dresser mirror and the end table the are in progress with Weathersby Guild.Enclosed is a full and final release form prepared for your signaturePlease sign this release form and return it to my attention for prompt paymentAll prior release forms are null and void.Sincerely, Kathy K***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 ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
If my claim of missing items had, in fact been investigated, you would have found that I did let Anchor Moving know as soon as possible, called the driver shortly after deliveryI did sign for the delivery, trusting that all my things had been deliveredI provided pictures along with my claim documenting the fact that the movers piled several cartons in my garage making it impossible to check the numbered tagsMany of the larger items were tagged before they were blanket wrapped at the origional locationThis was the case with the table base I was able to recover after contacting the driverAs I read in other complaints against Wheaton, people trust that their things were deliveredMany of my lost items were irreplaceable because of their sentimental valueYour offer pales when I consider my loss exceedes $3, It should be noted that I have a long standing professional relationship with my salesmen at Anchor Moving, your affiliateI have referred many customers to him both residential and commercialI am an Interior Designer and have never had an experience of this magnatitudeI am really saddened and disillusioned by the experience.
Regards,
*** ***

Dear Revdex.com:The complaint filed by the consumer has been reviewed The customer is currently working with the VP of Claims and Revenue Accounting regarding the resolution of the claim Bekins has requested additional information from the customer since there is nothing to
support the claim or the value of the individual items being claimed as missing Bekins VP has agreed to review the claim if additional support is provided If no new information is received the claim will be maintained as offered.Sincerely,Kathy K***, Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid

We apologize for the delay in scheduling the repair firm inspection appointmentThe repair firm has now completed their inspection and has submitted their report to our Claims DepartmentThe Claims Adjuster will be completing the review of your claim and will be sending you a settlement letter
within the next few daysOn behalf of Crown Moving & Storage, please accept our apologies that you experienced any difficulties with your relocation

The recent emailed dispute prompted our office to again review the claim for settlement and after review we have provided our response below#leather recliner, our office has increased our settlement offer to reflect the full amount claimed of $#treadmill, our office has increased our settlement offer to reflect the $for the pedal through the manufacturer, an additional $for shipping/handling and the installation cost quoted by Furniture Medic of $for a total of $#Pro Mega Island, after review of the claim for this item, we have determined that our decision for denial must be respectfully maintainedThe basis for this decision comes from review of your move which shows no other customers on the same truck with your household goods that could have had this item misdeliveredWe also show no notations that this item was missing when your household goods delivered into storage at Movemart, IncWe do however show signature from *** *** acknowledging that this item was received at delivery leaving our office with no evidence to support the claimed loss occurred while your household goods were in our careThank you for your patience during our review and upon receipt of the signed release, payment will be issued in full settlementCordially, WHEATON WORLD WIDE MOVING Shannon B***, Team Leader Claims Department

Your complaint filed with the Revdex.com (ID ***) has been received and a copy was forwarded to my attention for review and responseI have reviewed the documents which are included in your relocation file, including the documents in your claim file Your claim filed
07/05/has been reviewed by our Claims DepartmentAn initial settlement letter was issued to you dated 08/09/At your request, the adjuster reviewed additional information which you provided, and a revised settlement letter was issued to you dated 09/29/(copy attached.) As detailed in the revised settlement letter, the settlement includes estimated repair costs for the following items: #roll top desk - $350.00; #105-computer armoire - $235.00; #dining table - $195.00; for a total settlement of $ The following claimed items were not available for inspection, and therefore, transit damage could not be confirmedThe Verified Statement of Claim which you submitted to our office contains the following statement, “Please do not discard or repair any items without prior authorization from this office, as we reserve the right to inspect all claimed items.” Our decision for denial must be maintained: #floor lamp; #headboard; floor lamp; #lamp; #sectional; #heater; #heater; #sewing cabinet; paper cutter; laundry cart and shed Regarding the items claimed as missing, (lamp harps; #lawn mower; trash can; radio; household items; shed key), according to our records everything we received for shipment was accounted for at delivery and signed for as being receivedThere was no notation that anything was believed to be missing and there is nothing in our file confirming any lossWhether a loss is confirmed or not, we do initiate a tracer in an effort to locate items that are reported missingOur tracer has been completed and the items were not locatedWe have no basis on which to assume liability for any loss and this portion of your claim must be declined The following claimed items, (#194/pool table; #front bar; #bar stools; #bar room chair; #bar room chairs; #bar shelf; #pool case stand, mirror AND back bar), per our records, these items delivered into a self-storage unit in FloridaWhen a shipment delivers into a self-storage unit, the carrier has no further liability, as they have no control over the manner of storage or subsequent handling of the goodsFor that reason, liability is accepted only for loss or damage noted on the inventory in the presence of the driver at the time of deliveryNo notations were made on the inventory at delivery confirming damage, and we have no basis on which to accept liability for your claim You have received a Cargo Claim Release Form, and upon receipt of the signed release payment for $will be issuedPlease accept our apologies that you experienced difficulties with your relocation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As mentioned, Wheaton's poor logistical operations resulted in us having to ship an additional box on American Airlines, for which we provide(d) proof of receipt, also proof that Wheaton did not fulfill their contractual obligations to pack and deliver all of our belongings
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me *** and I will contact the company within said guidelines regarding damages and repairs
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Wheaton personnel flooded our house and caused us major damage which they deny that their people did thisWorking with Wheaton was a nightmare
*** ***

I have received a copy of your recent complaint filed with the Revdex.comOccasionally, circumstances develop that disrupt a shipment's delivery schedulePlease be assured that Wheaton World Wide Moving, Incthoroughly explored every available option to deliver your shipment at the
earliest possible timeI have confirmed that MrAaron R***, Customer Service Supervisor has been working with you and our operations department regarding the delay in deliveryMrR*** has extended an offer to you of $per day for the delayed deliveryThe driver loaded the shipment from the warehouse on Monday, July 13, The anticipated delivery is Friday, July 17, The delay claim policy as outlined in our tariff is attached for your recordsAn exception was made in your case and the allowance was made of $per dayMrR*** has been working with our operations department to get your shipment delivered and has increased his offer to you to $per dayThe additional items will not be covered as requestedMrR*** requested to know whether you wanted the delay expense deducted from your actual charges at deliveryIf not then you would need to pay the estimated amount + 10% in order to receive your shipment and we would not be able to issue a check until after the paperwork is received and the audit performedPlease advise MrR*** of your preference if you have not already done soPlease accept my sincere apologies that you and your family have experienced any difficulties with your relocation Sincerely, Kathy K*** Director, Claims & Consumer Affairs Wheaton World Wide Moving I Bekins Van LinesIncI Clark & Reid CC: Revdex.com

Dear Revdex.com:Attached is a letter in response to the complaint filed by our customer If you require any additional information please let me know. Sincerely, Kathy K***, Director Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid