KC Creations

Our recent phone conversation prompted us to again review the claim for additional settlement, and after careful consideration, we have provided our revised response below. Please note that the settlement breakdown is based on the order of the items listed in the inspection report from CFI, and a...

copy has been enclosed for your review. ARTICLE                                BASIS                                     �...⇄ AMOUNT Green Striped Sofa                  Repair cost                                      ...⇄ $ 300.00 Green Striped Sofa                  Repair cost                                      ...⇄ 115.00 Buffet Table                              Repair cost                                      ...⇄ 850.00 China Cabinet                           Repair cost                                      ...⇄ 725.00 Leather Sofa                             Repair cost                                      ...⇄ 450.00 Dining Table                              Repair cost                                      ...⇄ 575.00 Lamp                                       Replacement allowance                              50.00 Missing Items                          Declined Hardwood Floors                      Repair cost                                      ...⇄ 425.00 Drywall                                    �...⇄ Repair cost                                      ...⇄ 250.00 Dining Chair                              Repair cost                                      ...⇄ 100.00 Dining Chair                           Declined Dresser                                     Repair cost                                      ...⇄ 175.00 Nightstand                                 Repair cost                                      ...⇄ 30.00 Nightstand                              Repair cost                                      ...⇄ 150.00 Velvet Chair/Recliner            Repair cost                                      ...⇄ 175.00 Green Diamond Sofa            Repair cost                                      ...⇄ 100.00 Green Diamond Loveseat Repair cost                                      ...⇄ 95.00 Total $4,565.00 As discussed during our phone conversation, our first liability would be to repair the transit related damage, and enclosed is a highlighted copy of the contract Bill of Lading for your review. Based on the signed contract, we have allowed the quoted repair costs from CFI, and should you wish to have CFI complete repairs, please contact them at [redacted] where they will invoice you directly upon completion of repairs.Should you wish to have CFI invoice our office directly for the repairs, please notify our office and settlement will be revised.Lamp, the amount listed above has been included for replacement as no amount claimed or substantiation was provided with the claim form. If this amount is found insufficient and additional information can be provided that would support an increase in settlement, we would again review our decision.Missing items, after review of our records, which include the paperwork from deliveryand the system notes, we were unable to find record of reported missing items. We contacted our local agent, QS Storage & Transfer Co. where it was explained that damages were reported right after delivery but no record of missing items. Since we are still unable to support the claimed loss occurred while your household goods were in our care, we must respectfully maintain full denial.Dining chair, per the report from CFI, since super glue had been used on the chair prior to the inspection taking place, transit related damage could not be confirmed.Therefore, our decision for denial must be respectfully maintained.Thank you for your patience during our additional review, and upon receipt of the signed release payment will be promptly issued.Cordially,WHEATON WORLD WIDE MOVINGShannon B[redacted], Team Leader Claims Department

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 delivery. It makes me question his intention in that regard. I absolutely should have a copy of those documents provided to me. The 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 completed. They delivered an area rug about a month later and the two boxes didn't show up with it. I consider this theft! I want my items back immediately.
Regards,
[redacted]

Dear Ms. [redacted]: A copy of your complaint filed with the Revdex.com has been forwarded to my attention for review and response. Your shipment was delivered out of storage on July 8, 2015 to [redacted].   We understand that you were required to relocate unexpectedly; however, when a claim is filed after a subsequent relocation has transpired, it is not possible to determine at what point and during which relocation the damage might have occurred when no notations were made at delivery and acknowledged by the delivering personnel. There is nothing to support that the items claimed were damaged during the relocation from CA to MI.  In reviewing the inventory there was also no packing provided by Wheaton and it appears all of the cartons were packed by owner cartons (PBO).  Wheaton would have no liability for items that are damaged within a packed by owner carton.  These cartons would have been packed prior to our loading the shipment and we would have no knowledge of the manner in which the cartons were packed.  The damage you claimed to the drying rack, end table, oak chair, couch and day bed should have been obvious at delivery and notations should have been made at that time. We do regret that you experienced any difficulties with your relocation; however, our position of denial is being maintained. Sincerely,Kathy K[redacted]Director, Consumer AffairsWheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Wheaton has proved unwilling to contact Becker Movers, or their own delivery crew, to verify our statements.  I have documentation confirming our insurance coverage and damages, but Wheaton ignores these facts.  Working through the Revdex.com is obviously a dead, we will now pursue other options against Wheaton, and hold them liable for every penny of damage they have caused. 
Regards,
[redacted]

The Claims Adjuster has now completed a second review of your damage claim and has sent you a settlement letter and offer dated January 9, 2018. On behalf of Crown Moving & Storage, please accept our apologies that you experienced any difficulties with your relocation.

A copy of your rebuttal letter to the Revdex.com has been received.  In answer to your questions regarding the trace, the trace was started by our tracing department on August 22, 2015 and concluded on October 1, 2015.  Traces, like claims, are processed on a first come first served basis.  Prior to my first reply to your Revdex.com inquiry, I did verify that all parties were contacted during the trace process.  Although the trace was negative, we maintain those records for an extended period of time in case someone would later discover the item and contact us.  If that would happen we would notify you immediately.  I have confirmed with Aaron R[redacted] that you replied to his confirmation email on August 10, 2015 and reported the loss at that time.  Although this was 3 days after delivery, I will agree to a good will settlement of $207.90 in an effort to bring this matter to a final conclusion.   The day I received the rebuttal letter from the Revdex.com, Wheaton claims also received a supplemental claim form from you that included 3 additional items that you are now claiming.  Mr. [redacted], there was no mention of additional items prior to our receiving this claim form.  Your initial claim included 22 items both furniture items and packed items which would indicate that you had thoroughly reviewed your household goods for any new damage that might have occurred while in transit.  When you signed the initial claim form you signed below the statement “…… and constitute my complete and entire claim growing out of or in any way connected with the transportation or storage of my possessions.”  The damage that you are currently claiming should have been noticed prior to the submission of your initial claim.  No supplemental claims for loss or damage will be accepted and your supplemental claim is being denied.   The agreement of $975.00 for the delay claim is Wheaton’s final offer for that claim and no further review will be considered.   Enclosed is a final release form in the amount of $207.90.  Please sign the release form on the line indicated “Claimant” and return the signed release form to my attention for prompt payment.   Sincerely,   Kathy K[redacted] Director, Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

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 relocation documents for your order, including the correspondence related to the Claim for Lost or Damaged Goods which you filed on May...

29, 2016. You noted in your complaint with the Revdex.com, that you felt some of your items were not properly packed.   Regarding these items, the following actions have been taken by our Claims Department. You have received a check to repair the glass on one picture frame (item #[redacted]. The second picture frame could not be located when the repair firm was at your residence for inspection. Ms. D[redacted] in our Claims Department has again reviewed your claim, and the repair firm’s report regarding the wishbone pottery piece, (item #[redacted]. A check in the amount of $100.00 has been mailed to you for this item.   The end table (not a packed item) listed on your claim will be repaired, (if not already completed), by [redacted] repair firm which originally inspected your items.   In your letter of June 11, 2016 to Ms. D[redacted], you stated your intention to file a police report with the Mason, Ohio Police Department, regarding the two missing jewelry items. As previously stated, this is the appropriate action to be taken with regard to the alleged theft of these items.   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. We have reviewed the documents in your relocation file, and also the documents in your claim file. Please accept our apologies that you experienced any difficulties with your relocation. Our claims adjuster sent...

you a settlement letter on December 7, 2017 a copy of which is attached to this response. The adjuster also sent you a 2nd letter dated December 14, 2017 – also attached. As explained in the December 14 letter, our records show that your shipment delivered to permanent storage at destination. This storage was not part of Wheaton Van Lines service but would have been handled under a separate contract with the storage warehouse. Our liability for safeguarding your shipment ended when our driver delivered your shipment to the storage facility. you may wish to check with the storage warehouse for determination of any liability they may have under their storage contract.

Dear Revdex.com:Attached is Wheaton's reply to the customer's complaint regarding her recent relocation.  The original letter has been mailed to the customer today. 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.
The contract for my move (Bill of Lading) was fully executed on 4/21/15.  That means that legally Wheaton and I agreed to the terms of the service: 1.     Total of service (Excluding FRVP) = $11,273.73; signed and dated on 4/3/15 by [redacted] [Document:  Estimate/Order For Service]2.     Total of service (including FRVP) = $11,719.23; signed and dated on 4/21/15 (date of goods pick up by Wheaton) by [redacted] [Document:  Bill of Lading]3.     Bill of Lading dated 4/21/15 (prior to delivery of goods) signed by [redacted] and Calvin (Wheaton/Willie’s driver); balance due after final weight determination of delivered goods = $9,993.25. Wheaton is now contradicting their written contract terms.  The Bill of Lading, page 3 of 3, states, “In the event of any conflict between the terms of the Estimate/Order for Service and the Bill of Lading, the document last executed shall control except for a Binding Estimate.”  The last document executed was the final Bill of Lading dated 4/21/15 that contains the balance due at time of delivery. I did not provide my signature of approval on any document that states that the shipper will be held liable for any billing error on behalf of Wheaton, nor was I provided anything in writing as such.  Any charge issued to the shipper once the move has been completed cannot be verified and could be deemed fraudulent, such as the creation of an unofficial financial spreadsheet after the move was completed.  The Bill of Lading contains the following statement:  “Final Charges Subject to Audit”; however, it does not state that the shipper will be held accountable for any Wheaton billing errors. In conclusion, a binding contract exists between Wheaton and myself, as noted above.  I am hereby rejecting your offer of partial payment.  The full amount that is still due to me is $706.03. I will continue to pursue this until the contract has been honored.  My next step is to take Wheaton to Small Claims Court in Florida as that is the state where the contract was finalized.  If a Wheaton representative does not appear, they will be held in contempt.  Per my legal counsel, Wheaton will be held accountable to that contract and will lose.  That means that Wheaton will be required to reimburse me the total amount claimed as well as all associated filing and court fees.
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 response. I have reviewed the documents which are included in your relocation file, including the documents in your claim file.   Your claim filed...

07/01/2016 has been reviewed by our Claims Department. An initial settlement letter was issued to you dated 07/22/2016. At your request, the adjuster reviewed additional information which you provided, and a revised settlement letter was issued to you dated 08/22/2016 (copy attached.) As detailed in your settlement letter (07/22/2016), after review of our records the adjuster found that for certain items listed on your claim, there were no notations made of damage to the items or the cartons the items were packed in that would confirm damage occurred while in our care. Liability for those items – listed in the 07/22/2016 letter - was declined.   The total settlement amount (after the second review) is $2,550.00 less your $500.00 deductible for a net amount of $2,050.00. The bill of lading document which you signed, (copy attached) indicates that you did select and initial the $500.00 deductible option. You have received a Cargo Claim Release Form, and upon receipt of the signed release payment for $2,050.00 will be issued.   Please accept our apologies that you experienced 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 move. 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. 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. 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.  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. 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. There has been nothing provided to cause Wheaton to accept liability for the items claimed missing and our position of denial is being maintained. Sincerely, Kathy K[redacted] 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 [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I find the response to my complain unacceptable and as such will proceed to take this issue to small claims court. If the dispute is not resolved at that point I am prepared, along with legal counsel, to take the case even further. I would like to know when the trace was completed by Ms. W[redacted]. My documents show 10/1/15, which would be almost two full months after the item was reported as missing by me on 8/10/15. However, further documentation seems to indicate the trace was not even begun until the end of September. In my opinion that means the trace was not nearly thorough enough. Is it not possible that the table was delivered to another customer's residence or storage unit and said customer chose not to disclose the error? There are some very dishonest people in this world and a $400 iron table from Restoration Hardware is likely an item many individuals would find to be worth keeping.Because of the lack of information and repeated delivery delays I was forced to be the only one present for the offload of our items. Had the truck been on schedule, my wife would have been able to be present as well. The driver, Jason C[redacted], told me not to worry about checking off the items on the inventory sheets when he noticed I was having trouble keeping up. I believe it is possible Mr. C[redacted] knew the table was missing because he made a comment towards the end of the offload that any missing/damaged items cause him to receive a bad rating and a penalty (fine?) from Wheaton.While I appreciate Mr. R[redacted]'s offer to compensate us during the delay, it was not nearly enough as we were forced to sleep on the floor, eat meager meals, and go without many essentials for several weeks. The $975 only covered a portion of our expenses and well-being during the delays.After all we went through with Wheaton, the very least they could do is honor our request to be reimbursed for the lost iron table. I would like to reiterate that at this time I do not accept Ms. K[redacted]'s apology and will never use the services of Wheaton World Wide Moving, nor will I recommend their services to anyone else.
Regards,
[redacted]

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. Wheaton Van Lines responded to...

your complaint to the FMCSA on June 14, 2017, and the FMCSA has taken no further action on this complaint. Wheaton Van Lines has also responded your complaint to the Office of the Indiana Attorney General on August 1, 2017, and the AG’s office has taken no further action on this complaint. Please note that when it is physically impossible or unsafe, in the driver’s judgement, to perform the pickup of the shipment at origin, or to complete the delivery of the shipment at destination with normally assigned over-the-road equipment, due to such things as building structure, inaccessibility by highway, inadequate or unsafe public or private roads, overhead obstructions, narrow gates, sharp turns, trees, shrubbery, the deterioration of the roadway due to rain, flood, snow, or because of the nature of an article included in the shipment, the driver will use smaller equipment to make the pickup or delivery. In the case of your shipment delivery, it was the driver’s judgement that smaller equipment was needed to safely perform the delivery without causing damage to property. As stated in the previous response to your complaint regarding the delivery date, attached once again for your review is a copy of the Wheaton Amendment to Estimate/Order For Service form. On this form, you initialed agreeing to a change in the delivery date to June 22, 2016. Following the delivery of your shipment on June 22, 2016, you filed a dispute with your credit card company for the full amount of charges for your relocation. During the time that this dispute was being resolved, no payments were made for your damage claim or inconvenience. Now that the credit card dispute and payment issues have been resolved, and your charges have been paid in full, you have received an inconvenience check for $550.00, and a settlement offer for your damages claim in the amount of $3,105.00. 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.

A copy of your complaint filed with the Revdex.com has been received and forwarded to my attention for review and response.   Mr. [redacted], 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 missing.  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 response to the trace were negative and nothing was located that belongs to your shipment.   Upon delivery the inventory and the “bingo” sheet were signed by you without any written notation to any items believed to be missing.  Correspondence in our claim file indicates that you stated that items were missing out of the cartons yet there was no evidence that any cartons were tampered with when you received the shipment.   Liability was accepted for the TV stand, floor lamp, lamp shades and a painting.  However, there was a $250.00 deductible that applied to your settlement in addition to the valuation charge for the coverage that had not been paid at the time of delivery.    Please accept my sincere apologies that the service provided during your relocation did not meet with your expectations.  The position outlined is being maintained and no further action will be taken.   Sincerely, Kathy K[redacted] Kathy K[redacted] Director, Consumer Affairs Wheaton World Wide Moving | Bekins Van Lines, Inc. | Clark & Reid

I have received your rebuttal from the Revdex.com website. Interstate movers are required to audit the charges assessed on the bill of lading.  This monitoring procedure makes certain that all charges are properly and accurately billed.  In most cases, the payment made at the time of the shipment delivery is final; however, to comply with federal regulations governing household goods interstate carriers, a correction must sometimes be made which results in an additional billing.  Our audit of your charges revealed that an additional amount of $405.00 was due for the valuation coverage that was inadvertently omitted from the original billing.  My letter was referring to the storage valuation charge not charges for storage days.  Whenever a shipment is in storage in transit, the valuation charge also applies.  The storage valuation is 10% of the valuation charge every 15 days or fraction thereof.  This is spelled out in the Wheaton tariff. The breakdown of the items offered is as follows: ITEM                                      ...⇄                 BASIS                                         ...⇄ AMOUNT Computer keyboard rest                              As claimed                                         ...⇄ $   19.02 Charge adapter/battery                                �...⇄ good faith offer                                         ...⇄      53.00 Tissue cover                                     �...⇄ good faith offer                                     �...⇄      12.00 Lamp shade                                     �...⇄ good faith offer                                         ...⇄      58.00 Lamp shade                                     �...⇄ good faith offer                                     �...⇄    143.00                Lamp shade                                         ...⇄ good faith offer                                     �...⇄    105.00 Lamp shade                                         ...⇄ good faith offer                                     �...⇄      20.00 Sofa                                      ...⇄ Repair cost                                         ...⇄    240.00 Swiffer Sweeper                                    �...⇄ As claimed                                         ...⇄      10.59 Bench                                         ...⇄ Repair cost                                         ...⇄      45.00 Dining table                                         ...⇄ Repair cost                                         ...⇄      60.00 Dining chair                                     �...⇄ Repair cost                                                              80.00 Buffet                                     ...⇄ Repair cost                                      ...⇄      80.00 Video base                                      ...⇄ Repair cost                                         ...⇄      95.00 Total                                     �...⇄              $1020.61 Valuation charge                                         ...⇄   -405.00 Total                                     �...⇄ $  615.61 Deductible                                         ...⇄    -500.00 Total                                     �...⇄ $  115.61                 Ms. [redacted], in an effort to bring this matter to a conclusion, I have offered a good faith settlement of $391.00 for the items claimed as missing.  This amount represents approximately 50% of the amount claimed for these items.  The original offer, $629.61, included the payment of $19.02 for the keyboard wrist rest which is listed in your items claimed as missing.  This was paid on the check issued on 9-4-15.  This is a good faith settlement only and is not an admission of liability.  You signed for replacement valuation with a $500.00 deductible at a cost of $405.00. The 391.00 offer will be applied to the deductible of $500.00. Ms. [redacted], as you can see in the illustration above, the deductible was never applied to the claim settlement prior to Ms. H[redacted] preparing the checks to be issued to you on the claim.  You received a check for $170.11 and $54.50. You have received compensation of $224.61.  We consider our liability to be $115.61 after the deductible and the valuation charge are applied. Therefore, you have received compensation of $109.00 more than has been allowed.  We are accepting that it was our error and you will not be asked to refund that amount.  We will also apply that amount to our deductible.   In essence the amount allowed as full settlement is $224.61. Ms. [redacted], I do regret that you experienced any difficulties with your relocation and that our services did not meet with your expectations. Sincerely, Kathy K[redacted] Director, Consumer Affairs Wheaton World Wide Moving |Bekins Van Lines, Inc. | Clark & Reid Enclosure:           Release form

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.
[See email attached where I specifically asked Joshua C[redacted] with Queen Moving to let me know if there were any items on the list that were not on the truck. He did not notify me that two items on the Cube Sheet were not being shipped.]
Regards,
[redacted]

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 relocation. Our office investigated your complaint and would like an opportunity to thoroughly review the cargo claim for loss and...

or damage submitted on November 23, 2015. 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 claim. Within the next 7 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 presented. This time will allow us to review the information you have presented to date, including the repair firms report. If we are in need of additional information we will contact you directly. With 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 service. The charge was handled this way because the packing material was purchased by you prior to the scheduled pack date. We are sorry to hear your overall move experience did not meet your expectations. Our 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[redacted]             Director, Claims              Wheaton World Wide Moving

Dear Revdex.com:I apologize I did not see the signed release that is on the Revdex.com website as being added on 2-18-16.  I don't have any record of having received this document from the Revdex.com previously.I have printed off the attachment and I have requested the check today.  I will be happy to send it out express mail today since it has been a while since it was signed.  Please accept my sincere apologies that the check was not issued sooner.Kathy K[redacted]Director, Consumer AffairsWheaton World Wide Moving | Bekins Van LInes, Inc. | Clark & Reid

Upon receipt of the copy of your complaint, the claim file was reviewed. The repair firm that inspected the damaged items reported to Wheaton that the damage being claimed to the dining room table leaf is not transit related damage. There is no point of impact to indicate that there was any...

mishandling while in transit. According to the inspection report this appears to be a factory defect of the item and not a result of the relocation. We understand that you are not happy with our position. If you wish to obtain a second opinion and submit that for consideration I will be happy to review any additional information that you can provide to support your claim. In response to the claim for the ladder bookshelf, please provide a copy of your receipt for the replacement shelf and we will consider that amount. You had filed for an amount claimed of $50.00 so that is what was offered to you in our previous settlement. In response to your comments regarding the delay in delivery, the agreed delivery spread outlined on the estimate/order for service and the bill of lading was February 9, 2015 through February 14, 2015. Our records indicate that the majority of your shipment delivered on February 14, 2015. Although our delivery was within the agreed upon spread, our customer service department did agree to reimburse you for an air mattress. A check was issued to you in the amount of $144.50. Dr. Sampson please accept my sincere apologies for any inconvenience you experienced during your relocation with Wheaton World Wide Moving. Once I have received the additional information from you we will be in a position to conclude your claim.                     Sincerely,                    Kathy Kendall                    Director Claims & Consumer Affairs