KC Creations

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
07/24/has been reviewed by our Claims DepartmentAs stated in the attached letter dated 09/19/from the claims adjuster, according to our records, everything we received for shipment was accounted for at delivery and signed as being receivedThere were no notations that anything was believed to be missing and there is nothing in the file confirming any lossWhether a loss is confirmed or not, we do initiate a tracer in an effort to locate items whenever they are reported missingThe tracer for your shipment has been completed and nothing was locatedWe have no basis on which to assume liability for any loss and your claim must be declined If you have additional information which you feel should be considered, please forward it to the claims department for reviewPlease 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 because we are emotionally exhausted from even having been put in this position from the beginningWe have never not made the items available for inspection and the moving company never sent anyone out to inspect any additional items outside of the initial person to inspect the furniture repairs that were noted in the letter
We stand firm with the fact that the movers were completely unprofessional and are responsible for all of the challenges and damages to our property during this moveWe also hold the company accountable for the missing itemsIn an email sent to Adrienne K*** on August 14, I reminded her that the movers misspelled our name on many of the boxes (they spelled it *** instead of ***), which I believe could have led to some of the boxes being misplaced since they put the wrong name on the boxI received no response from her in that regard when I asked her to search again under the misspelled nameThe lack of response is proof that Wheaton is completely unprofessional and lacks the ability to provide adequate customer serviceWe will never use another moving company again when we move in the future
We will be requesting a check made payable to us and prefer not to have Wheaton pay the repair company directly
Regards,
*** ***

Your response to the Revdex.com regarding complaint ID *** has been receivedNo new information has been provided in your most recent response As requested, I am attaching copies of your bill of lading, and household goods inventoryPlease accept our apologies that you experienced difficulties with your relocation

Your claim file has been reviewed by the Director of ClaimsA letter is being mailed to you as of October 19, 2016, with a revised settlement offerAttached is a copy of this letter We hope with these adjustments the complaint will be considered resolved

Your response to the Revdex.com regarding complaint ID *** has been receivedWe have again reviewed your relocation file, including the correspondence related to your claim for damageNo new information has been provided in your most recent response to the Revdex.com I once again call your attention to the bill of lading, (copy attached), on which you selected and initialed for Full Replacement Value Protection with a $deductibleThe charge for this coverage at your declared value is $Had you chosen the $deductible option, the charge would have been approximately $ You have received a Cargo Claim Release Form, and upon receipt of the signed release, payment of $2,will be issuedPlease accept our apologies that you experienced difficulties with your relocation

In response to the vendors comment; -at no point was the insurance indemnification explained to meMy driver told me to sign and that my representative would get in touch about insurance laterThey never did. - I DID NOT release the liability of the boat after it was droppedA REPRESENTATIVE OF WHEATON signed that the boat was fineThat does not make any sense legally or ethically that someone financially vested would speak on my behalf. -Yes as Wheaton stated there was an email sent saying the boat would be going through a separate transporter, AT NO POINT did they say it would be an extra charge let alone an additional $5kWheaton should honor the estimate priceThis is a drop in the bucket to them and it is personally damaging for someone like me. -My total actuals was $over estimate which is egregious to say the least. All I am asking for is they meet their estimate price. *** ***

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 has provided clauses and stipulations for reimbursement which did not appear on my original contract. It is unfair that they keep a set of hidden amendments that they can see fit to change and display at their discretion. Furthermore, if we are to abide by the "Part C" provisions they have included, you will notice that note applies to "non-essential items (possessions not needed to maintain day-to-day housekeeping during the period of time)." As my husband runs a business out of our home (he has NO formal office building, only a home office), a printer and keyboard are indeed essential items. As Wheaton has stated, Dakota Steele "conducted an investigation" on July 15th and determined he had a box from our shipment, yet MrSteele did not ship the box until August 3rd. These continued delays and mixed messaging from Wheaton are unacceptable, as many agents told me the box had previously been shipped.
Regards,
*** ***

Dear Revdex.com Attached is Wheaton's response to the customer's complaint IF you need anything else just let me know. Sincerely,Kathy K***, Director Consumer AffairsWheaton World Wide Moving Bekins Van Lines, Inc| Clark & Reid

Your complaint filed with the Revdex.com (ID ***) has been received and we have reviewed the documentation in both your father’s (***) and your brother’s (***) relocation filesOn behalf of Wheaton Van Lines, please accept our apology that your family experienced any
difficulties with their relocationsRegarding your father’s relocation, your complaint states that you were given “a certain date for delivery”However, there is no documentation in the relocation file to support that a one-day delivery commitment was madeThe Wheaton Bill of Lading document, (attached with this response) indicates an Agreed Delivery Date spread of: First Day 06/16/through Last Day 06/27/This document includes your signature and initialsYour father’s shipment was delivered on 06/19/2017, which is within the agreed delivery spreadRegarding your brother’s relocation, your complaint states that a delay occurredThe Wheaton Bill of Lading, (attached with this response) shows an Agreed Delivery Date spread of: First Day 07/10/through Last Day 07/20/Your brother’s shipment was delivered on 7/20/17, which is within the agreed delivery spreadYour brother’s signature is on the Bill of Lading documentGiven that Wheaton Van Lines has complied with the terms of both relocation contracts for your father’s and for your brother’s shipments, as documented by the signed Bills of Lading for each shipment, we must decline your request for a partial refund of chargesAgain, please accept our apology that your family experienced any difficulties with their relocations

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
Regards,
*** ***

A copy of your complaint filed with the Revdex.com has been received and forwarded to my attention for review and response Mr***, I have reviewed the claim that you submitted along with the relocation documents prepared for your move. A tracer investigation was
conducted for the items reported as missingThe trace was completed by MsW***. The investigation includes contact with the driver, agents and any connecting customers whose household goods are on the van during the transportation of your shipment. All responses to the trace were negative and nothing was located that belongs to your shipment. Upon delivery the inventory sheets were signed by you without any written notation to any items believed to be missing. In response to the delay of delivery, MrR*** documented that there was an agreement reached regarding the amount of $that was offered for the delay and this amount was applied to the final charges prior to delivery A check was issued to you for the damages that were claimed in the amount of $890.00. There has been no new information provided to support payment of the claim for the iron table; therefore, the denial is being maintained Please accept my sincere apologies that you and your family experienced any difficulties with your relocation and that our services did not meet with your expectations Sincerely, Kathy K*** Director, Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc| Clark & Reid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have called and emailed and asked many times for a call back and have not received it, I need to discuss more and they are not returning phone calls
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 is in breach of contract. I have nothing further to discuss through the Revdex.com
Regards,
*** ***

Your response to the Revdex.com regarding complaint ID *** has been receivedNo new information has been provided in your most recent response As stated in our previous response, 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, 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 must maintain our denial of liability for this portion of your claim You have received a Cargo Claim Release Form, and upon receipt of the signed release payment for $will be issued

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
Dear MsK***,
Thank you for your letter dated January 22, 2016. I do appreciate you making an effort to fix the situation. However, if you look at my contract that I’m sure you have a copy of, you will see that I paid extra to have full replacement value on items that were damaged or missing. My problem is that you are failing to allow for my home items that were destroyed and missing that I sent pictures in for and your repair company even sawIn my claim form that I sent in, everything including pictures were sent in to you and yet you are saying that I didn’t provide you in writing that those things had been damagedHow much more writing do you need other than your own claim form and multiple phone calls? Also, let me very clear that I DID NOT sign off on your delivery paperworkPlease double check on your endI absolutely refused to sign and wrote so on the delivery sheet, because there was too much damage done to my home, things were too damaged and there were too many items missing from your own check and balancing paperwork You can see from the paperwork that I didn’t get all of my belongings I have attached my copy for your review since you have the mistaken understanding that I signed something that I did notI made several phone calls to your dispatcher named Brian the day of deliver, I left repeated phone messages to several of your people and have continued to call. I have attached my phone records for your review so that you can understand the numerous calls I made during and after delivery due to your failuresphone calls in just days!!! And yes, the property damage was in several of those calls as well as me screaming that I will file a claim that I have attached as well, as well as the drivers drinking on the job, as well as the fireplace not being taken care of, and as well as nothing being put back together because your packers didn’t create a parts box, so all my belongings weren’t able to be put back together! Hence me having to pay a contractor to do your job!! Which I’m including in the attachments as well that you have already been givenYes, thank you for generously returning MY MONEY ($67.00) to me months later for work that I initially paid to be done and was not completed upon delivery. It only took me weeks to find a contractor that had the availability to finish your unfinished job and my house still isn’t completeI hope that you can appreciate the fact that I refused multiple attempts from your drivers to give me someone else’s furniture that did not belong to me but apparently were on the same truck. So you can see my frustration at the fact that some of my things are missing, how they could come up missing, why I’m so irate and that it is your responsibility to fix your errors. I mean, if they could so easily give away someone else’s belongings, I can almost bet that my missing things are with the other home moved with me! You should as well have conversations with your drivers, as they were extremely apologetic to the damages that were done by them in and to my home and I do have witnesses that were present during the unloading and conversations with the drivers to verifyLastly, I sent in actual receipts for television mounts bought at Costco (which is probably as cheap as you can get) and you still found a way to screw me by saying I could have got it cheaper somewhere else and only gave me the price that you found online, but what you failed to take into account was that it was a swivel television mountI went to the website that you sent me and the tv mount that you chose does not fit my television, was not a swivel and did not include the tax or shipping and handling on the price you are wanting to reimburse me forI simply can’t accept your offer as it is not only humiliating, but overall offensive and appalling in light of everything. And no, I don’t want money for the dresser, mirror and end tableWhat I want is for you to fix them and make them like they were before you destroyed themWeathersby has contacted me to fix them and is scheduled to pick them up on the 6th of February. I will still expect that to happen and you to compensate them directlyLastly, you say no notations for your reasons of denial, but you can clearly see on the claim form that they were notated, you can clearly see from your checks and balancing paperwork that I did not receive them, I refused to sign your paperwork because I was missing things and yet you still don’t want to reimburse me for them? The amount that you just offered, needs to come up by $by my checkbook. With Weathersby and Teletech fixing everything. If you would like to hire someone to come and fix my sliding door and walkway, that is fine too, but nonetheless, it is your responsibilityAs well as the full amount of what is owed meYou would not expect half payment if someone did this to youI am simply tired of being felt like I’m being screwed over by you people. I don’t want anything more than what I have and am being put outThis is causing me undue stress and heartache, moving should not be made to be this difficult by so-called professionalsPlease note the attachments.Regards,
*** ***

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.Nothing that we moved was delivered directly to the storage unitEverything that ultimately went to the storage unit, was brought to our hone first, unloaded from the truck, inspected, photographed (as per all of the photos we sent the company) all damages documented and then put back on the truck to be delivered to the storage unitAt no point in time was furniture delivered directly to the storage unit without inspection firstThe moving company is responsible for all damages to the furniture in the bar area which totals.over $13,plus
Regards,
*** ***

Dear Revdex.com:Attached is the letter that I mailed to the customer today in response to her complaint I also have attached weight tickets and a claim form I mailed all of this out today.If you require additional information please let me know. 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 [redacted], and find that this resolution is not satisfactory but is accepted by me.
It bothers me that I needed to file a Revdex.com response to get a reply from them after multiple phone calls.
They refused to release the CFI report to my inspite of repeated requests.
It is my household goods that were inspected and the customer should have the right for the full inspection report.
There is no clause that requires only one claim per move - if there is, I was not made aware of- yet I informed them before the inspection and received an e mail confirmation of having inspection done on goods that were not there on the claim.

Note that they have not included the damages caused to my previous home nor are they willing to accept the lost items, the driver's refusal load the truck in my presence but offsite, failure of the moving company to come and pack as scheduled, coming in with very limited manpower and compressed time to pack and load , dragging the furniture without covers, no floor protectors placed, failure to do full unpacking and being given false assurance that they will acknowledge anything that was unpacked and found missing or broken.
 
Regards,
[redacted]

Your recent complaint filed with the Revdex.com has been forwarded to my attention for review and response. I have reviewed your comments and the photos and have spoken with our operations department and showed them your photos to see if they can determine if the shuttle would have been...

required. They feel that the driver made the correct decision based on the width of the street and the angles of the turns. It is sometimes necessary for the van operator to use a shuttle or auxiliary service when a residence is not easily accessible. Our van operator may use a "shuttle" because it would be considered the safest way to deliver your goods. It is the van operator's responsibility to determine where the van can be safely operated taking into consideration the shipments on board, the safety of the van, and the potential property damage. When it is determined that the use of a smaller vehicle and additional labor is required the cost of these services must be added to the overall transportation charges. The charges are a valid tariff charge that must be paid. I have checked our system and we do not show that you have filed a claim for the items that you have mentioned were damaged in the move. You do have nine months from the date the shipment was delivered to file your claim but the claim must be received by Wheaton within that nine months. Once we have received the completed claim form we will be able to proceed with the investigation of the claim.    We do regret that you experienced any inconvenience during your relocation and that it is necessary.