Keene's Transfer, Incorporated

Review: [redacted]'s Transfer brokered a cross-country move for me from La Crosse, WI to Dallas, TX via Bekins Van Lines in June 2013. Mr. [redacted] was the primary contact who organized the move and communicated all contractual agreements with me. The contracted agreement was to provide loading of my household goods into a moving truck on June 25, transport of those goods on that truck to Dallas TX by July 5, and unloading of the household goods at my new address on the date of delivery by July 5. Mr. [redacted] required that I pay the full cost of the move ($4,377) up front, which he was paid with a cashier's check. On the day of the move, three people from [redacted]'s Transfer came to my home and loaded my household goods into the moving truck. One of the men identified himself as Chris [redacted] and he claimed that he was the driver of the truck and would see that my goods were transported as agreed to Dallas by July 5. Once I arrived in Dallas on June 28, I phoned [redacted]'s Transfer and Bekins Van Lines to inquire about delivery. I was told that [redacted]'s Transfer employees had failed to secure a driver for my household goods, and my delivery would likely not be made by the contracted July 5 due date. Mr. [redacted] refused to talk to me about the issue by phone, so I was left to only discuss the issue with Bekins Van Lines employees who continued to state to me that the mixup occurred as a result of [redacted]'s Transfer negligence. The representatives of Bekins Van Lines told me that my household goods were being held in storage at [redacted]'s Transfer (which I never authorized during contracting for this move). I tried for several days to talk to Mr. [redacted] by phone in order to receive information about the whereabouts of my household goods, but he refused to talk to me about these issues. So, for over one week, my household goods were being held at a location that was not disclosed to me, and were being stored against my will. I only gave permission for load, transport, and unload. No storage was ever authorized in the contract. Bekins Van Lines employees arranged for my household goods to be picked up and transported to me, but the goods were not picked up and delivered to me until several days after the July 5 contracted due date. When they were delivered, some of my household goods were missing and others were severely damaged. The driver of the delivery truck informed me that the condition of the goods upon delivery was as found upon pick up from Mr. [redacted]'s storage in Wisconsin. He also informed me that he suspected that [redacted]'s Transfer had opened and resealed some of my packed boxes, as many of the boxes were damaged and had two different colors of packing tape re-sealing the boxes. Currently, I am seeking acknolwedgement/apology (in writing) from [redacted]'s Transfer that they indeed held my items in storage without my consent, thereby causing the July 5 deadline to be missed, and my contract being violated as a result. I also am seeking monetary compensation for the lost and damaged items that I believe would not be lost or damaged without this delay/misappropriation of my household goods.Desired Settlement: Currently, I am seeking acknolwedgement/apology (in writing) from Keene's Transfer that they indeed held my items in storage without my consent, thereby causing the July 5 deadline to be missed, and my contract being violated as a result. I also am seeking monetary compensation for the lost and damaged items that I believe would not be lost or damaged without this delay/misappropriation of my household goods.

Business

Response:

This correspondence is in response to your recent complaint [redacted] filed with the Federal

Motor Carrier Safety Administration and complaint [redacted] filed with the RevDex.com.

When the over the road van is not yet available and the shipment must be loaded from the

origin residence, the local agency loads the goods on a local van for later transportation to the

over the road van. All precautions are taken when this occurs, to ensure the safe handling of

the shipment.

Occasionally, circumstances develop which disrupt a shipment's delivery schedule. Please be

assured that Wheaton World Wide Moving, Inc. thoroughly explored every available option to

deliver your shipment at the earliest possible time. We regret any inconvenience the delay

caused you and your family.

Our customer service department advised me that a settlement for the delay was agreed upon

and a check was issued to you for $100.00 per day for the 4 days late delivery. This check was

mailed to you on July 18, 2013.

We do regret that you experienced any inconvenience due to the delayed delivery of your

household goods.

Wheaton World Wide Moving I Bekins Van Line s, Inc.

cc: Revdex.com

FMCSA