KC Creations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10650817, and have determined that the response will PARTIALLY resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received the letter from Kathy Kendall (Claims Director) on the behalf of Wheaton World Wide Moving.  I am only PARTIALLY satisfied with the response.  I will accept the total damage claim offer of $825.00 less the $250.00 deductible for a check that will be sent to me in the amount of $575.00.  I will proceed with signing the release for the property claim ONLY; however, I am STILL WAITING for someone to contact me regarding delay compensation for the (significant) inconvenience which I experienced (personally and professionally).I am not interested in prolonging this matter any further and am prepared to file the necessary paperwork for my "delay" claim with the local court system.  I expect Ms. Kendall/Wheaton to resolve this matter once and for all so that I do not continue to be inconvenienced as a result of Wheaton failing (or delaying) to do what is right.  At this time, I am requesting that the delay compensation resolution team contact me immediately to resolve this segment of my claim. 
Regards,
Dr. Jill Sampson

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and even though this is not the outcome we should have received we also realize that it is most likely a futile effort to try to persist with this company. Needless to say we will never recommend or use Wheaton moving. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Thank you for coming to a mutually agreeable compromise. I have attached a scanned copy of the claim release form and will also send the original via USPS mail.I accept the denial of the additional 3 items claimed to be damaged. These damages were not found until pulling items out of storage. I assumed that only one claim form was allowed and that has been confirmed.I understand no additional compensation on top of the $975 will be given for the delay. However, we advocate that Wheaton evaluate it's delay compensation policy. Many families like our own may not be able to pay for extended hotel stays and meals up front for future reimbursement.
Regards,
[redacted]

Dear Revdex.com:We have received the complaint filed by this customer.  Mr. [redacted] and Ms. [redacted] had filed some social media complaints as well so we were already working with them on this issue prior to receiving the notification from the Revdex.com.  Attached is a letter that was mailed and emailed...

to the customers yesterday offering to increase the original offer of settlement.  Wheaton has maintained our denial of the item claimed as missing.  Upon receipt of the signed release a check will be issued.Sincerely,Kathy K[redacted]Director, Claims & Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Your complaint filed with the Revdex.com (ID [redacted] has been received and a copy was forwarded to my attention for review and response. I have reviewed the documents 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 relocation. As you are aware, you were not present when your shipment was loaded. As 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 loaded. Your representative also signed off on the order paperwork acknowledging that everything had been loaded. Further, your shipment charges were based on the minimum shipment weight under our commercial tariff. Reducing 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 contract. Please accept our apologies that you experienced any difficulties with your relocation.

Dear Revdex.com: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

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.
Prior to our property being delivered, we contacted Becker Movers and purchased additional insurance coverage as stated in our original filing.  This coverage was paid by debit card prior to property being loaded and delivered to our Florida location, we have evidence of this insurance purchase in the form of a faxed document to Becker, and bank statement.  As stated previously, this insurance coverage included $0 deductible, and full replacement cost.  Wheaton obviously needs to clarify this with Becker.We originally filed a Revdex.com claim against Becker, prior to this claim against Wheaton.  Becker ignored the claim and still has not responded.  I believe there is a serious communication issue between Becker and Wheaton, that is not our problem.  We hired and paid for professional service, and have not received anything that can be described as professional, from Becker or Wheaton.  The settlement Wheaton has offered is an insult, given the property damage, and personal stress and grief we have experienced. 
Regards,
[redacted]

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.
I am awaiting a response to an additional review as estimates for repair of the damaged sectional are not sufficient.
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.
Thank you for your letter dated February 9, 2016.  I can appreciate you thinking that I made no notations regarding the sliding door, but again, you say nothing about having any conversations with your drivers as they admitted to breaking the door and tiles. One of your drivers even told me to go to home depot and get a hypoxy glue of some sort for the tiles to put back on!  I have 2 witnesses that were here during the conversations.  I called and spoke to Brian in dispatch that same day as well as left messages for John and Michelle.  All saying the same thing, “they broke my door, my tiles, things are missing, they aren’t putting together my fireplace and nothing is put back together.”  You saw the 15 phone calls to you. This new offer makes no mention of the Magnavox television either.  How is it that I paid for full replacement value insurance and you are making me offers in settlement?  Isn’t that in violation of an agreement that I paid for? I will agree to your recent offer only if it also includes fixing of my sliding door and Magnavox tv.  Until then, we are not in agreement.  I really don’t feel that I am being unreasonable nor being uncompromising at this point given everything that I went through and am still going through 5 months after the fact. Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have copied and pasted the response from Wheaton World Wide Moving below, along with my response in bold:---------------------------------------------------------------I have attached a spreadsheet that breaks down the difference between the estimate provided and the actual charges for your relocation.  You paid Wheaton $9,993.26 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 $9,993.26 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 $10,398.26.[Response by Shipper/*.[redacted] – 2/4/16]  I never received any final invoice prior to my move and acceptance of goods at final destination, except for the Credit Card Transaction Form.  Additionally, on page 2 of 4 of the Frequently Asked Questions on the Wheaton World Wide Moving website, it states, “The tariff provisions require that the charges be paid in full, prior to your shipment being unloaded at destination.”  I paid in full prior to unloading with a credit card on 5/7/15 (refer to Credit Card Transaction Form).  The Balance Due on the final Bill of Lading (fully executed) also indicates the amount that I paid.When Ms. H[redacted] settled your claim for $575.11 she did deduct the outstanding charges of $405.00 from the claim settlement which reduced your payment to $170.11.  Ms. H[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, Ms. H[redacted] increased the amount allowed for the sofa by $54.50 and issued a check to you for that amount.  [Response by Shipper/*.[redacted] – 2/4/16]  Actually, it was Marguerite F[redacted] at the Anaheim, CA Wheaton facility that waived the storage in transit fee. I had already paid in advance for the entire month of April 2015 at the Anaheim warehouse for the goods being stored since 2013.  Instead of refunding me the prorated amount for the remaining 9 days, she said she would not charge me for the few days of temporary storage in Florida (8 days).When 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.  [Response by Shipper/*.[redacted] – 2/4/16]  After my shipment was loaded in Anaheim, CA on 4/21/15, the Anaheim, CA Wheaton facility e-mailed me copies of the completed Household Goods Descriptive Inventory forms because the copies that the driver left me were illegible.  I used those copies to document every carton/item delivered to both the Palm Beach Gardens residence as well as the storage facility.  I noted on my copy that 2 of the 3 cartons from 141/142/143 were missing.  After everything was delivered and I returned to Willie’s Transfer and Storage in West Palm Beach, FL to finalize the paperwork, Mike L[redacted] forced me to sign off on the driver’s copies of the Household Goods Descriptive Inventory forms where he had checked off all cartons. Your letter mentioned inventory numbers 141,142,143 which were all on one carton.  The inventory prepared at origin does list these as basically one carton with a > symbol next to the 3 inventory #s.  In our industry this is indicative of all numbers being present on one carton which often means that they have used 3 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 # 141,142 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 #91 as a lamp shade and carton #112 as lights and another lamp #158 all of which were checked off at delivery.  [Response by Shipper/*.[redacted] – 2/4/16]  The “>” symbol was NOT on the original Household Goods Descriptive Inventory form.  The driver at destination added that on his own.  On my copy, I also added it; meaning that there was a discrepancy for those three cartons.  When you compare the two copies, you can clearly see that the “>” symbol was written differently on each form copy.  I have provided a copy of each.As soon as I discovered the four missing lamp shades/accessories and other items, I went through each carton in my storage facility twice.  None of the cartons in storage came from the Irvine, CA original origin address where the items had been packed by Wheaton.I was reimbursed for the missing computer mouse keyboard rest (lost my movers in transit or at Willie’s Transfer and Storage); however, I was not reimbursed for the missing battery pack that was with my portable vacuum cleaner.  The vacuum cleaner was never wrapped.  In fact, several large items were never packed and were transported either loosely or bundled with tape.  That is negligence on behalf of the Wheaton packers.There were numerous packed by owner cartons. The carrier personnel would have no knowledge of the contents of any cartons packed by owner prior to being tendered for transportation. [Response by Shipper/*.[redacted] – 2/4/16]  All missing items came from cartons packed by Wheaton at the original origin address of 6205 Archway, Irvine, CA 92618.  Those cartons were subsequently transported by Wheaton to their warehouse in Anaheim, CA.  The contents were not removed by shipper until they were delivered to destination in Palm Beach Gardens, FL.There has been nothing provided to cause Wheaton to accept liability for the items claimed missing and our position of denial is being maintained. [Response by Shipper/*.[redacted] – 2/4/16]  All documents in my possession regarding my move were reviewed by my attorney and he agreed that Wheaton is liable for missing items and are subject to reimbursement.  Additionally, he did not find anything that documented that I had not paid for FRVP.  He sent a demand letter to John W[redacted], VP, in December 2015. Sincerely,  Kathy K[redacted]Director, Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid----------------------------------------------------------------------------...⇄ /> Regards,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The claim by Wheaton that there is no responsibility for damaged items packed by the owner is inexcusable as Wheaton required us to pack and stage our belongings. The items that arrived visually damaged were pointed out to the delivery drivers and we were told that we were to write it down and put it on the insurance claim that was eventually filed. The individuals delivering the items refused to take responsibility at that time or our complaint at that time.I am again requesting that reimbursement or some restitution be made to these destroyed and irreplaceable items.
Regards,
[redacted]

Your complaint filed with the Revdex.com has been received and a copy was forwarded to my attention for review and response. I have reviewed the available relocation documents for your order.   I am aware that you have been in contact with members of our customer service team from...

the time that your shipment was loaded in Simpsonville, SC on June 6. Unfortunately, as you pointed out in your complaint, the driver was unable to fit your entire household goods shipment on the truck at that time. The remaining portion of your shipment had to be transported to the local Wheaton agent. Since that time, both our customer service team, and our operations team have worked diligently to schedule a driver to transport the remaining portion of your shipment to your new home in Fayetteville, AR. The summer months are our busiest time of the year – and our trucks are scheduled and running at full capacity.   As communicated to you by email from Mr. [redacted] on June 24, we have agreed to compensate you at a rate of $150.00 per day, for each day that we are late on your shipment. The first delay check for $2,100.00 was sent to you via Federal Express on June 27.   The remaining portion of your household goods shipment is on schedule to be delivered by July 1. Our customer service team will be in touch with you to confirm that date, and to advise you of the delivery window in which to expect the driver’s arrival.   Please accept my apologies that you experienced any difficulties with your relocation.   Sincerely,     Eileen M[redacted] Director, Agency Development

Your complaint filed with the Revdex.com (ID [redacted]) has been received and a copy was forwarded to my attention for review and response. I have reviewed the relocation documents associated with your move from Bradenton, FL to Carmel, IN in January 2016.   Regarding your claim for...

damage to your maple hutch, please refer to the signed bill of lading for your shipment – a copy of which I have 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 January 11, 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 $180.00 was mailed to you on July 15, 2016. This settlement amount is based on the $0.60/lb option which you selected on the bill of lading, and the weight of the hutch.   We apologize for the damage which occurred to the hutch while it was in our care. However, we have issued a settlement check to you based on the released value to which you agreed on the bill of lading.

Your complaint filed with the Revdex.com (ID [redacted]) has been received and a copy was forwarded to my attention for review and response. I have reviewed the information available in Wheaton’s order system for your order.   Lisa S[redacted], your Wheaton Move Manager has...

been in contact with you from the time that your shipment was loaded in Nashville, TN on June 15. Unfortunately, the driver who was assigned to transport your shipment from Nashville to Parkville, MD ran out of space on his truck before your shipment was loaded. Your household goods and personal effects were placed in secure warehouse storage at our Wheaton agent’s facility in Nashville.   Since that time, Wheaton’s operations team has worked diligently to schedule a driver to transport the remaining portion of your shipment to your new home in Parkville, MD. The summer months are our busiest time of the year – and our trucks are scheduled and running at full capacity.   As Ms. S[redacted] advised you by email on June 29, the delay compensation included in the contract terms on file for NAS allow for up to $250.00 per day for lodging, and 50% of meal expenses, not to exceed a total delay compensation of $250.00 per day. Ms. S[redacted] has also advised you submit receipts for lodging and meal expenditures, for reimbursement under the delay compensation allowance.   Your statement to the Revdex.com indicates that the agreed delivery of your shipment was on or before June 20, 2016. In fact if you refer to your Wheaton relocation documents, you will note that the Agreed Delivery Spread, or range of dates is June 18-25, 2016. Ms. S[redacted] advised you this afternoon, (7/1/16), that a driver is at the warehouse now to begin loading your shipment. The estimated arrival date in Maryland for your shipment is July 3, 2016.   Please accept my apologies that you experienced any difficulties with your relocation.   Sincerely,     Eileen M[redacted] Director, Agency Development   Copy      Revdex.com – Central Indiana

Your complaint filed with the Revdex.com (ID [redacted]) has been received and we have reviewed the documentation in your relocation file. On behalf of Wheaton Van Lines, please accept our apologies that you experienced any difficulties with your relocation. Regarding 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 trailer. At that time, Customer Service began looking for an alternative method to haul your boat and trailer. Also, 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 shipment. To compensate for this inconvenience, Wheaton Van Lines mailed a check to you on 8/9/2017 for $750.00.Regarding your claim for damages to your boat and trailer, please refer to the email dated 07/11/2017 to you from the [redacted] Auto Transport Claims Department. In 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 $250.00 on 7/11/2017.Regarding your claim for damages to the two items in your shipment, (a PS4 unit and a television), the claim was settled in accordance with the released value for which you signed on the Bill of Lading, copy attached. On 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 employer. As outlined above, you have personally received a total of $1,033.00, from [redacted] and from Wheaton. We appreciate your feedback because this helps our organization identify areas and processes that we need to improve. 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 and a copy was forwarded to my attention for review and response. I have reviewed the information in our order system for your move from Palm Beach Gardens, Florida, to Ramona, California.   Regarding the...

loading day of your shipment, and as previously communicated to you by members of our customer service team, (Mr. G[redacted] on August 15, and Ms. T[redacted] on August 16), Wheaton Van Lines has complied with the terms of the Estimate/Order for Service, and the Bill of Lading documents for your relocation. While we recognize and apologize that the loading process started later in the day than you expected, the loading was completed within normal business hours on the date listed on your shipping documents. As stated on the Estimate, Wheaton will compensate for delays in loading or delivery only if we cannot pick up or deliver the shipment on the dates stated. Typically, we would not advise our customers to schedule the loading of their household goods, cleaning services, and air travel – all on the same day. Regarding the remaining items that you took with you on your flight, we are not able to verify why those items were not loaded on the truck – if the truck was still at your origin residence at the time you discovered those items.   For the reasons stated above, we must respectfully decline your request for the cost of the box ($150.00), and the rental car charges ($111.45). We apologize that you experienced any difficulties with your relocation. Wheaton has applied a credit of $50.00 to your relocation bill.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As per my previous response, the second moving truck DID NOT take the items directly into storage. They did not have the address of the storage unit and actually attempted to deliver to the wrong location when we had to intervene and redirect them to our home. All of the items on the second truck were delivered to our home. We had the movers remove everything that was ours on the truck, we inspected it, took photos, had them reload the items on the truck and then led them to the storage unit where the items were then placed in storage. The attached photo shows the second truck with the movers unloading at our home and not the storage unit. All of the damages occurred in the initial move when the movers either did not wrap the furniture with care, if they were wrapped or protected at all and when the items needed to be removed because the first truck was overweight. Again, this was an issue with the moving company and not our issue. We expected everything to be moved on one truck at one time. If this had happened, we believe there would be much less damage and we would not have missing items. We would appreciate if the moving company actually took responsibility for their carelessness from the beginning to the end in this move. They did not start or finish this move in a professional manner and because of this, caused serious damage to our furniture and also have cost us numerous hours of frustration and time in having to deal with the claims. Everyone in their company said this wouldn't be a problem because we can just file a claim. We have made all of the items available for inspection and to this date, only one person came to inspect a select few pieces of furniture. They did not inspect everything that we had listed on the claim form. 
Regards,
[redacted]

My letter referred to the property damage, door and tile, as not noted at delivery or in any of the phone conversations.  It is the customer’s responsibility to note the damage or loss at the time of delivery.  I am fully aware that you refused to sign the paperwork.  The fact that you did not sign the paperwork does not commit the carrier to liability for everything that you claim when a claim is submitted.  Claims are investigated and offers are made for items that are deemed to be transit related damages.  You did note some of the household damage so you were aware of the need to make notations at delivery.  Our denial of the folding door and the tile are being maintained and no offer of settlement will be forthcoming for those items.   I have reviewed Ms. W[redacted]’s offer on the TV mount and have increased that offer to the amount claimed of $124.99.  I have removed the offer for the repair cost for the dresser, mirror and end table since Weathersby Guild has been given authorization to repair those items and to bill Bekins Van Lines, Inc. directly for the repair cost.   We are not denying that you filed a claim form; however, we are stating that you did not make notations to the loss and some of the damage upon delivery on the delivery paperwork in the presence of the delivery personnel.   I have revised our offer of settlement to include a good will offer of settlement for the piggy bank and the storage drawers that were not previously offered.  I have offered $150.00 for the piggy bank and $125.00 for the storage drawers.   Our denial of the pink rack that was discarded prior to inspection, Sony TV and the folding door and tile is being maintained.    Attached is a revised release form in the amount of $1057.21 as full and final settlement in addition to having the items repaired that are listed above.  All prior release forms are null and void.   Sincerely,   Kathy K[redacted] Kathy K[redacted] Director, Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid   Enclosure:           Release form

Your recent complaint filed with the Revdex.com has been forwarded to my attention for review and response.
Occasionally circumstances develop that disrupt a shipment's delivery schedule resulting in an unexpected delay. Please be assured that Wheaton World Wide Moving, Inc. thoroughly...

explored every available option to deliver your shipment at the earliest possible time.
I have confirmed with our customer service department that the shipment was delivered to your residence yesterday. They also advised that a deduction of $2,250.00 was applied to the charges for the expenses incurred due to the delayed delivery. This was $150.00 per day for the 15 day delay.
Please accept my sincere apologies for the delayed delivery and any inconvenience that you and your family experienced due to Wheaton's handling of your household goods.
Sincerely,
[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 find that this resolution would be satisfactory to me. 
Regards,
[redacted]