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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am dissatisfied because the driver lied to me about the paperwork. Had he been truthful, I would have noted the damage on the receiving paperwork. Incidentally, there was no place on that paperwork to note damage. Merely numbers to check off to indicate boxes received. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The moving company made a good point about, "the driver is responsible for preparing a descriptive inventory of any pre-existing damage to furniture items prior to loading." First of all I used Wheaton in 2010 to move me from MD to CA. The furniture driver thanked me "for wrapping the furniture so well." He still put blankets on the sofa and chairs. Now moving from CA to FL by Wheaton in 2010, by taking all the covers off only two out of a total of eight upholstered items were damaged. This time the items were shipped uncovered except for a blanket loosely put over an item. The wood frame the inspector allowed as damage by the shippers but  not at the  he denied the claim for reupholstering "the chairs because they are old and the fabric was soiled." They recently were reupholstered in California because we were tired of the other fabric, still clean but 36 years old. So whose fault was it? Not mine. The driver who insisted on removing my coverings so he  can do it "Wheaton's way." He declared no soil on  those chairs or anything else because our furniture was spotless even after 36 years. But remember, we reupholstered them for a different look. I have the receipt and the witnesses who saw the furniture.The footboard did not fall apart because of glue drying out. It was moved successfully in  2010 by Wheaton. They had to find a leg somewhere, why not return it. That had nothing to do with glue. The repair firm may be viewed by Wheaton s experts. As a hobby I've worked with wood, refinished many pieces, and went to school for upholstery. I can be a professional and expert at all these jobs. Unfortunately Osteoarthritis prevents me from that, as well as being licensed in Washington D.C., New York, and California to cut hair in a Salon or Barber shop. Instead my career spanned thirty years in a field I truly loved. Now I chose to semi-retire as a writer. The same issue about glue he applied to the table c.1883 belonging to my wife's great-grandmother. What does glue have to do with anything? He knocked the top off of it. And the crack in the pedestal of the dining table has nothing to do with glue. It was a fairly new table. He took a look at it and he took a photo of it. At the time of delivery, no one can say we have time to check in all items. Everything is done at top speed so they can get out of here. He puts the papers in front of me, everyone is exhausted, and say's "sign here so I can be on my way." I called Wheaton and talked with their Customer Service Department that I see there are some broken items and I don't know if anything is missing. I was told, "Ignore the paperwork. You have good insurance which will replace missing items and anything broken in the cartons. Since you packed the items in the cartons please hold the cartons for inspection so the inspector can see how the box was damaged." They are supposed to tape all recordings. Why don't they have that on tape? Why was I told that?  I was also told,  "You have one year to complete a claim. Open every box to make sure nothing is damaged in cartons that are damaged. Check to see if anything is missing. Then if there is damage or missing items file a claim. Don't worry you have excellent insurance."  I opened every carton by myself; even with a fracture in my inner left knee" My Tiffany lamp is missing. How can Wheaton or Laura [redacted] say I received everything? The driver had the original inventory of 14 pages and upon arriving states to me, "who can read this?" has the audacity to claim I have my Tiffany Chandelier? My realtor who I became friends with in 2010 was at my home to say goodbye. Mr. [redacted] removed the Tiffany piece from the ceiling and packed it in a carton, marked it fragile, and taped it up. He gave it to one of the movers! 
Regards,
[redacted]

Dear Revdex.com:Attached is the most recent response to the dispute from Mr. & Mrs. [redacted].  This is the final correspondence regarding this matter.  Wheaton has outlined our position and it is our final review.Sincerely,[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 find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Revdex.com:Since Mr. & Mrs. [redacted] elevated their claim to our VP of Claims, Mr. [redacted] replied to the customers.  Attached is a copy of that response.[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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Attached is file "[redacted] Response to Wheaton Letter Rejecting our proposed settlement-1.pdf" that details what is lacking in Mr. [redacted] response to resolve our complaint.  Regards,[redacted]

I have received a copy of your most recent dispute filed with the Revdex.com. I will take this opportunity to clarify for you why your claim is being denied. Mr. [redacted] our offer of settlement does include $340.00 for repairing the wood damage to the 2 fireside chairs. According to the inspection report the chairs are not soiled and therefore do not require reupholstery. If soilage was caused in transit the repair firm would have the chairs cleaned not recovered. Wheaton denied any transit related soilage. The inventory was prepared at origin and signed by you at origin as a complete list of the items tendered to Wheaton for transportation. The delivery inventory was also signed as all items being received. The brochure Your Rights and Responsibilities When Move outlines the procedure at delivery and instructs the customer that it is their responsibility to check the shipment and to note any loss or damage at delivery. If this action is not taken your claim settlement may be reduced. If you felt that you were unable to perform the check off it would be your responsibility to ensure that you had a representative there to assist you with the check off process. I did review your claim and the last offer is our full and final settlement offer. We do appreciate your willingness to remove the claim for the bed. However, you have provided nothing to this office to support acceptance of your most recent request for settlement of $5,000.00. This request is denied. Mr. [redacted], the paperwork speaks for itself. The basis for our denial of the items reported missing is the lack of written notations in addition to the fact that no other customers received items that did not belong to them. You have provided no evidence to the contrary and our position of settlement remains as outlined in my letter of March 23, 2015.                   Sincerely,                  Kathy [redacted]                  Director, Claims & 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 this proposed action would not resolve my complaint. I purchased the insurance because of the explanation "If anything is broken or lost I am protected and allowed to replace it by current prices.  I am responsible unless the carton was damaged. There were only 2 cartons damaged; saved for the inspection. RE: "Glue". Fine, I'll drop the bed from the claim. If Wheaton wants to settle the claim they can send me a check for $5,000.00. The trace results were negative. This is of no concern for me. If Wheaton did a proper job they would have put up the partitions, the walls, between clients. They did not. WHY? My belongings were mixed in with other customers. WHY? Why my telephone calls or any early correspondence is not noted is the neglect of Wheaton. I did not imagine the woman who told me, "Don't worry that you don't have time to check the cartons or are missing something. You have excellent insurance coverage. It's okay for you to sign the paperwork of the driver. It means he made the delivery. You have time to put in your claim of any damages or missing items." Where is my insurance? Perhaps the Commissioner of Insurance needs to be notified; among other people as well. Now I too say, this is my effort and full and final settlement offer. The way Wheaton has conducted themselves is an insult. They have dictated what is now their policy. The driver demanded and begged me to sign so he can leave. Never should I have listened to him or Wheaton. They do not back up their words. The driver told me the same info as the woman on the phone. I merely am acknowledging he arrived with the truck and goods. But the insurance will take care of broken or missing items. I have letters from my former realtor who took my Tiffany Chandelier down; packed it and handed it to one of the movers. Did I need to follow the each mover to make sure it  didn't go into their own trunk? It's disgusting to think that. They were too decent. The driver had to put it in among other customers if it wasn't with my things. The so called "expert" repairman who later came to my home acknowledged the damage of the wood chairs but ignored the quote the company gave me for repairs. Wheaton or his own quote from his own company was lower. It's my choice who repairs my things. He said the fabric was so old and so soiled. Impossible. He removed all my packing & made no notation. I had them reupholstered in CA before the move. Have no kids, no  pets. Very Clean. Thank you "Revdex.com" for being involved. I didn't think you go this far. I am quite surprised you allow a company as this to be associated with your name because Wheaton, whom I used before, is not a reputable company. The facts prove my case. The Tiffany Chandelier, even if returned, I'd be surprised if it was in mint condition, as it was. Since the Director of Claims & Consumer Affairs for Wheaton/Bekins/Clark & Reid states "full and final settlement offer" there is no reconcilement. Miss K____ K__did her job. SHAME ON HER AS WELL AS WHEATON FOR NOT DOING THEIR JOB. I hope Miss K will experience in life something unjust that will show her how important integrity is. Perhaps then she will understand. I picture some small elderly woman without her Pecan color wood settee the driver dropped, splitting it in half. It was on top of her things, which was on top of my things. We live in a great country but it's under a legal system NOT JUSTICE. I've seen in life, what goes around comes around. We are born without a good name. What we do in life and conduct ourselves is what we will reap.
Regards,
[redacted]

Dear Revdex.com:
I have received the complaint filed by Ms. [redacted], # [redacted].   I have attached a copy of our phone log,  I just spoke with Ms. [redacted] at 1:29 PM today and told her that I would be reviewing her file with Ms.[redacted], Manager and that we would get back to her...

today.  Ms. [redacted] is preparing a revised offer of settlement today to e-mail to Ms. [redacted]. 
Sincerely,
 
[redacted]Director, Claims & Consumer Affairs
Wheaton World Wide Moving | Bekins Van Lines, Inc, | Clark & Reid

Your recent complaint filed with the Revdex.com has been forwarded to my attention for review and response.
[redacted] Vice President, Claims and Revenue Accounting completed a review of the damage claim and in an effort to bring this to a close our office has agreed to extend the...

attached offer. If it is agreed upon, we will have a formal claim release form prepared and emailed to you. Upon receipt of the signed claim release our check will be processed.
Cordially,
[redacted]
Claims, Manager
Wheaton World Wide Moving

I have received a copy of your recent complaint filed with the Revdex.com of Central Indiana. In response to your comment regarding the unwrapping of your wrapped furniture items, the driver is responsible for preparing a descriptive inventory of any pre-existing damage to furniture...

items prior to loading. In order to prepare a proper inventory the items must be unwrapped and the condition noted. If the driver does not unwrap the items then you would be unable to recover any compensation for damage later discovered to those items. When a repair firm is assigned to perform an inspection, the firm is expected to provide the carrier with their expert opinion of the damage and the probable cause for that damage. When an item has been previously repaired, over an extended period of time the glue can dry causing that old repair to break again. When this is the case the carrier is not liable since this is not transit damage. A tracer investigation was conducted and all responses were negative. There were no items located that belonged to your shipment. Our denial was based on the results of the trace and the lack of written notations at the time of delivery to any items believed to be missing. I have enclosed a revised release for as a compromise offer in an effort to conclude your claim. The release form is full and final settlement for the items outlined in the enclosed payment summary in the amount of $1,699.98. The items added to the settlement were $190.00 for the 2 chairs; $14.99 for the miter box; and $125.00 for the tilt top table. Please sign the release form on the line indicated "Claimant" and return the release to my attention for prompt payment.         Mr. [redacted], please accept my sincere apologies that you experienced any difficulties with your relocation.         Sincerely,          Kathy [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am uploading two documents that we have already sent to Wheaton via e-mail.  Those two documents detail why the offer is not acceptable.  We are awaiting their response either through you, the Revdex.com, or directly to us.Regards,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] This is the same lame excuse they gave us, we have seven wittnesses who saw the furniture and boxes were damaged as it came off the Wheaton truck. We were never given the opportunity to write down the details on the drivers copy.  We wrote down descriptions and numbers on the carbons that were provided by Todd Transportation. It is obvious that they did not want us to write damages on the originals.  If you you could see the damage that was done to our furniture, there would be no question as to our claim. We ran a business for 17 years, and when things were not right we made them right. This is not the first time we moved, we know the difference.