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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We hired Wheaton Moving and Storage in April 2022 for a move from the west side of ********** to the east side of **********. The move did not go well and there are numerous items broken beyond repair. The process to file a claim for these items is being followed; however, we have requested at least three times to speak with the regional/general manager, ***********************. We have been told he will be in touch and he has not been. The way our move was handled was not according to accepted moving practices (i.e. heavy items thrown into fast pack boxes, valuable antiques not packed, numerous cupboards not packed, heavy outdoor planters with dirt in them packed on top of countertop kitchen appliances, etc.). We would like to discuss this with ******************. Due to lack of response we are having to file this complaint. We are also requesting a reasonable refund of the moving expenses in addition to payment in full for the claim we are submitting for damaged items.Business response
06/30/2022
Contacted the customer. Listened to the complaint. Apologized that service expectations were not met. Advised that we need details of damaged items in order to begin the claims process. Legal claim submission deadline had already been extended to accommodate the customer's travel schedule. Customer confirmed that she will submit tomorrow.Customer response
07/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*********************We requested two things and one has been addressed which is the call from ***********************. The second request we have is a refund of money paid. This was discussed with *********************** who indicated that he would like to view the entire situation as one claim. We were to submit the itemized claim form for damaged/lost items by July 1 which we did and ****************** is going to review that along with the other issues explained to him when he called on June 30. From this he will decide whether there will be any refund of money paid.
Business response
07/07/2022
A refund is still under consideration and will be addressed along with the damage claim. The claim filing period was extended to accommodate the customer's busy travel schedule. Please allow us some time to properly and thoroughly address the situation.Customer response
07/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. *********** is still assessing the claim for damaged goods and considering a refund. We want to allow them the time needed to do this and look forward to hearing from them when the process has been completed.
Regards,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.