ComplaintsforWheaton World Wide Moving

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wheaton has been giving me the run around, and failing to pay out insurance/settlement on $18,000+ worth of damages and lost items since last October, 2024 (8 months now). They tried to blame everything on their local partner who has been fantastic to work with. According to the partner, there is photographic evidence everything was ok when it was loaded for transit from ********** to ********. In transit, my refrigerator was severely damaged, and several other items were lost/damaged. Wheaton have arranged for two separate inspectors/technicians to validate the damage. Both concluded the fridge was beyond repair), lost teak outdoor furniture, etc, etc. Their driver also tried to charge me for additional/unused/unnecessary services, weight overages, additional truck rental on the day of delivery, etc. etc. I purchased insurance through Wheaton for replacement value of any lost/damaged items. They/I have documentation proving everything. Their leadership/claims team keeps trying to blame their partner back in my previous home town. Partner has pushed back on Wheaton with the evidence showing Wheaton is 100% at fault. Wheaton has not contacted me since a few months ago trying to get me to sign a settlement agreement for +/- $3,200, with the stipulation I cannot pursue additional settlement compensation.

  Business response

  05/06/2024

  Attached is our response. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Wheaton moving company lost all of our Christmas ornaments dating back to 1972. They were individually packed in an ornament box. When the ornament organizer box arrived, all the ornaments were missing. The box was empty.When the moving company arrived at our new home, they informed us that many boxes had been crushed and that four boxes in particular had fallen apart so they were repacked into a single box. That single box contained the ornament organizer box but nothing inside of it.The order number is 0079-9037. We requested $2,000 in compensation, as these are significant, expensive, and irreplaceable. They offered us $150 as compensation, which is not acceptable. We paid over $6,000 and trusted our belongings with this company. We did not pursue compensation for the other things they broke, but these are not even brokenthey're missing entirely. While we acknowledged all boxes had arrived, we did not account for four boxes being repacked into one and had no idea of knowing what those boxes contained or what else could be missing.

  Business response

  04/01/2024

  Attached is our response to the complaint.

  Business response

  04/01/2024

  Attached is our response to the complaint.

  Customer response

  04/02/2024

  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.
  

  The response from the company is both false and misleading. The men who delivered the boxes told us that four of our boxes were unpacked and repacked into one box because they were damaged during the move. (As were most of the boxes.) One of those boxes that was moved into a larger box contained the box of ornaments. As stated to Wheaton, the ornaments were in a separate box designed for transporting ornaments. There was an insert in the box with individually wrapped ornaments. Upon opening this newly packaged box, the ornament box was there but the contents and the insert were gone. There is glitter, pieces of glass, and an ornament hook, which indicates that they were there at one time and also that the ornament box had been opened. Their offer of $150 is not only insufficient but it also admits that they are responsible for the missing items.

  I've attached the same photos that I provided to Wheaton to this thread. This is the link of the Amazon product that housed the ornaments: ************************************************************************************************

  Regards,
  
  ******** And *******************************

  
  

  Business response

  04/04/2024

  Attached is our response. Thanks

  Customer response

  04/08/2024

  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. 
  
  RESPONSES below to the second letter from Wheaton:

  
  1.        **Goodwill Gesture Offer**: Wheaton made a goodwill gesture offer to ******** for the damaged ornaments. It's important to clarify that this offer is not an acceptance of liability for the damage.
  RESPONSE:  How does Wheaton know they were damaged and not just missing?
  2.        **Packaging**: The ornaments were packed by ******** in a cloth box, which is not the proper type of carton for transporting household goods during an interstate move.
  RESPONSE:  They were individually wrapped within the box, which in turn was in a cardboard box, as stated twice now.
  3.        **Inability to Confirm Contents**: Because the carton was packed by ********, Wheaton was unable to confirm or inspect the contents of the cloth box.
  RESPONSE:  Then how does Wheaton know the contents are damaged and not missing?
  4.        **Evidence of Damage**: The pictures provided by ******** do not convincingly support the claim of shattered ornaments, and no burden of proof has been presented to support the claimed amount of $2000.00.
  a.        The movers acknowledged that what they were stepping in and the glitter was a result of there being ornaments present. I can't take a photo of something that is missing.
  5.        **Maximum Liability**: According to the Tariff, Wheaton's maximum liability for items packed by the owner (such as the cloth box) is calculated based on weight (weight x $6.00), if they are unable to confirm the contents. Given that the cloth box likely weighs less than 5lbs, the maximum liability would be $30.00.
  RESPONSE:  Wheaton hasnt addressed the fact that the box was repacked by the movers and why.
  6.        **Offer**: Wheaton has offered ******** an amount that is five times the calculated maximum liability ($30.00), which they deem as a fair goodwill offer.
  RESPONSE:  Each ornament is worth a minimum of $100, so $2,000 is actually less than what theyre worth, aside from sentimental value.
  
  Regards,
  
  ******** And *******************************

  
  

  Business response

  04/15/2024

  Attached is Wheaton's response to ********** BBB complaint.

  Customer response

  04/23/2024

  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. 
  
  #2 is a blatant lie. No one from the moving company labeled a cloth box with a number. I guarantee they would suggest it go in a box/carton because they asked us to put a faux plant in a box.

  #3 is also a lie. This company is corrupt and I look forward to posting reviews after this is resolved.

  #6 Another lie. 

  I do not know how to address lies by this company. All I know is that $2K of ornaments are missing and they were responsible for delivering our belongings safely to their destination.

   
  
  Regards,
  
  ******** And *******************************

  
  

  Business response

  04/25/2024

  Attached is Wheaton's Response to the rejection. 

  Customer response

  04/27/2024

  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. 
  
  We will move forward with contacting our attorney regarding this matter.
  
  Regards,
  
  ******** And *******************************
  

• Initial Complaint

  01/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****-3545 Truck left late, and arrived late. Claims awarded insufficient for necessary repair. Specialize Sleep Number Bed assembly is not done, and parts are broken and unfinished. Damaged shelf was repaired by the delivery man, not the proper service tech, and then failed breaking a glass candlestick, the claim was refused. ****** claimed to have plenty of time to finish, but the second day of 'white glove' service and everyone was in a hurry to get out of the house because another job had come up.

  Business response

  01/19/2024

  RE: Better Business Bureau complaint ID ********
  Order 5654-3545 *************************
  ********, ** to ************
  
  Thank you for bringing your concerns to our attention.  On behalf of ********************************** we are sorry to hear of your experience but appreciate the opportunity to provide a response to assist toward a resolution.
  
  The BBB Complaint Details stated that we left late, and arrived late with your household goods.  It is true that we were unable to load on the contracted date of November 15, 2023.  The driver was behind schedule and unable to load until the next day, November 16, 2023. To avoid double-handling of your items, it was our understanding that you agreed to delay your load date to 11/16/23 instead of having your local Bekins agent pickup on 11/15/23 and hold at their warehouse for the driver to take possession on 11/16/23.  The Senior Relocation Coordinator at the Bekins corporate office attempted to contact you on 11/15/23 to reconfirm your agreement. A voicemail was left on your personal number.  Likewise, the Senior Relocation Coordinator left you another message on 11/16/23.
  
  Your delivery spread was November 23 through December 5,2023.  Your delivery took place on December 4, 2023.  Based on this, we were not late with your delivery.
  
  In the spirit of customer service, I can offer you a goodwill gesture of $100 for the misunderstanding in the pickup date.  Upon your acknowledgement of acceptance and confirmation of mailing address, I will have the $100 check mailed to you promptly from the **************** department.
  
  With respect to the cargo household goods claim, our records confirm you agreed to the claim settlement in the amount of $1,740.00 in full and final settlement of the claim. ****** has a mutually signed claim release dated January 3,2024.  A copy of that agreement is attached to this response.
  
  Thank you again for the opportunity to address and respond to your concerns. 

  Customer response

  01/19/2024

  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. 
  
  The company completely fails to acknowledge that the client is essentially forced into signing off on a bill of lading before the work is actually completed. It's largely based on an arcane box sticker call out, however there were actually omissions, so you have to question the validity of such a foolish system to truly identify if your goods all arrived. As far as the settlement, they offer what is an unreasonable amount for repair, and even if you say it can't be done for that, they provide you with a vendor who they claim can do the work at that price. For example there is a cut in the wood floor that meanders for approximately five feet. The 'inspector', even said to me, 'wow, that's longer than you indicated'. Now, he and the company, and I know that can't be repaired for the money that was offered and accepted, but essentially it's pretty much a blackmail situation, damned if you do, damned if you don't. Flooring has to be replaced to make it whole and they're just going to color and fill for that price. The shelf that was broken in transit was attempted to be repaired by a delivery man, despite my objection, he clearly wasn't qualified, and the shelf collapsed breaking a glass candle stick and picture. If this is the skillset of who they want to send to do repairs, clearly I have good reason to not want them. Here, this was after we were rushed and forced to sign off on the delivery. This is their hustle. Sign fast as we want you to, forget about collecting on damage we do afterward. The Sleep Number, also not addressed in their reply. We were promised qualified Sleep Number personnel to assemble a complicated split king adjustable and massage bed. Instead .... the delivery guys. They had no idea what they were doing. It was like watching the three stooges in action. Parts were broken and missing, specifically the bed joining bar, and the under bed lighting on one side. Blood left on the end surround and sheet. Finally after my continued complaining to the driver who was/is clueless someone mysteriously showed up who had some SN knowledge and the bed was essentially functional except for the damage. Claim denied. Why? Because we were forced to sign off earlier before all work was completed and this was the last thing they did. The driver ***** had indicated initially they had plenty of time and could even return the following day. But suddenly he had another job, and they all rushed to leave the house. It's fairly obvious from the company response that this is something they do not want to address. They are terribly deceitful and I will continue to do everything I can to see that people avoid this company. 
  
  Regards,
  
  *************************
  

  Customer response

  01/22/2024

  It's more than a little disappointing to see BBB just accept Wheaton's previous response when they totally failed to address many of the real issues I brought forward again in my last response. This is how a huge company continues to "get away" with poor business practices and shoddy work. There is little the consumer can do it would appear in a ***** and ******* situation and you're of virtually no help. They bring your possesions and then play this game of 'box bingo' or some other childish name they give it for accepting boxes/goods with number that you **** off. The driver is surprised that you actually want to do this rather than just accept their word for everything being there. There were items not called out and they still filled in the sheet so it appears everything was delivered. On the subject of the damage done after they forced us to sign off. What can I say. Do we need to be filming all this. Wheaton/Bekins may be a huge company and that gives them the upper hand but they clearly engage in poor business practices and sub-par work. I continue to be disappointed with them and they way you've handled this. That's why moving companies are hated and no one has any regard for your organization anymore. Thanks for nothing

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company was hired to move my families items. They stole and broke our items and trashed our home. Theres still a check they've yet to payout and are refusing to pay for it.

  Business response

  01/12/2024

  Good afternoon,

  Thank you for making us aware of this concern. I am currently reviewing the situation internally so that I can provide a more detailed response soon.

  Thanks again,

  -*******************

  Business response

  01/16/2024

  RE: Better Business Bureau complaint ID ********
  Order 7124-0420 *********************
  ****************, ** to **********, **
  
  Thank you for bringing your concerns to our attention.  On behalf of Bekins Van *********************** we are sorry to hear of your experience but appreciate the opportunity to provide a response to assist toward a resolution.
  
  All damaged and missing items should be listed on a Bekins claim form and submitted to our **************** department.  Here is a link to our online claim form: *****************************
  
  You have nine months from the day of delivery to submit a claim form.  Our records indicate your items delivered on October 3, 2023.  This means you will have until July 3, **** to submit your claim.  If you are alleging theft of items, we ask that you file a police report so that we can work with the proper authorities.  Otherwise, missing items will be handled as part of our normal claims procedures. 
  
  Thank you again for the opportunity to address and respond to your concerns.

  Business response

  01/17/2024

  RE: Better Business Bureau complaint ID ********
  Order 7124-0420 *********************
  ****************, ** to **********, **
  
  Thank you for bringing your concerns to our attention.  On behalf of Bekins Van *********************** we are sorry to hear of your experience but appreciate the opportunity to provide a response to assist toward a resolution.
  
  All damaged and missing items should be listed on a Bekins claim form and submitted to our **************** department.  Here is a link to our online claim form: *****************************
  
  You have nine months from the day of delivery to submit a claim form.  Our records indicate your items delivered on October 3, 2023.  This means you will have until July 3, **** to submit your claim.  If you are alleging theft of items, we ask that you file a police report so that we can work with the proper authorities.  Otherwise, missing items will be handled as part of our normal claims procedures. 
  
  Thank you again for the opportunity to address and respond to your concerns.

  Customer response

  01/17/2024

  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.]

   

  The move provided by the company is another customer. After being advised to just send in the rest of my claim so that I didn't have to put it through dps (I wasn't given hard copies of our move). They later decided to not pay for my couch that I'd just purchased, claiming that it had claims on it. This company Saran Wraped my couch (away from my residence) in the middle of summer and sandwiched it in the middle of our goods. The couch as a result was broken and started peeling. Even the driver and loaders were unsatisfied with unpacking our items because of how terrible it was.
  
  Regards,
  
  ***********************

  
  

  Business response

  01/22/2024

  Attached is our response to the consumers rejection to our initial response.

  Customer response

  01/23/2024

  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.]

  As you can see, the company advised me to not enter these items into DPS. They refuse to give us an itemized statement showing the amount they're paying for each item as well as refusing our couch. Being that the company refused to let us have a hard copy of our inventory, they know as well as I do that the 75 days is voided. They were informed about the couch once they sent over our inventory. It should also be on the sheet for items that arrived in bad shape. Not only was the couch peeling, its back was broken and wouldn't sit up. Multiple families have this issue with this company to this day and they need to be held accountable. They stole custom items I will never get back as well. I will go through each and every avenue to hold you accountable. I'm still waiting on an itemized list for the items you had me NOT put in DPS as it's over $700 short.
  
  Regards,
  
  ***********************

  
  

  Business response

  01/26/2024

  Attached is our response to the recent complaint. Please note due to the relocation referenced we have to comply with the military rules and regulations. All claims have to be filed through the government DPS system.   

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 25, 2023 Dear Better Business Bureau,I moved from ********** to Washington for a new job in August 2023. Wheaton | Bikens handled my household move (order 5240-1560). Some items (e.g. a car seat in almost new condition, power tools, cloth rack, stool, rolls of kitchen towels) were lost during the move. I filed a claim in September 2023 for the Nuna car seat only because that was the most important item and also the most expensive item ($500+). I let the other lost items go because I was trying to make it easier for Wheaton | Bikens to handle the claim. However, they rejected my claim.I looked into the truck during unloading. It was such a disaster because everything from different clients was all mixed up. The truck driver said all of our items were unloaded and he was in a rush to go somewhere else. Wheaton | Bikens started a trace process but cannot locate the missing box (item 35 in the order file). I doubt that the trace would work because theres no tracking number on the box. I replied to their rejection email in September 2023 but never heard back from them. I would appreciate your help if they can be reasonable and pay for the car seat that they lost. I have attached the order file, claim file, and purchase receipt for the car seat. Thank you in advance for your help with this.*********,************

  Business response

  11/29/2023

  We have reviewed the relocation file and the claim file  for your relocation from ********** to Washington.
  
  Your claim for missing items was received in our ***************** and was thoroughly reviewed by a household goods claims adjuster. Attached is the letter from the claims adjuster to you dated September 28, 2023. As stated in the adjusters letter, according to our records,everything we received for shipment was accounted for at delivery and signed for as being received. There was no notation that anything was believed to be missing, and there is nothing in our file confirming any loss. Whether a loss is confirmed or not, we do initiate a trace in an effort to locate items reported missing. Our trace has been completed and nothing was located. Since the proper notation of loss was not made on the inventory at the time of delivery, there is no way to confirm the care seat was lost during our handling of your household goods and we respectfully declined liability.
  
  On behalf of **************** Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  12/03/2023

  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.
  I looked into the truck during unloading.It was such a disaster because everything from different clients was all mixed up. The trucker driver said all of our items were unloaded and he rushed me into signing the document.
  Wheaton | Bikens still didnt explain how they trace the missing box. They didnt have a tracking number for each moving box. How can they trace a missing one? The trucker driver could unload it in any of the next few stops he was ******* to.
  
  Regards,
  
  ************
  

  Business response

  12/04/2023

  We have reviewed your December 3 response in the BBB portal. The ****************** tracing procedure includes contacting all customers whose shipments were on the truck at the same time as your shipment whether they were delivered before or after your shipment was delivered. Of course, the adjuster also follows up with the driver to confirm that nothing was left on their truck at the end of the trip.
  
  On the bill of lading document which you signed on July 26, 2023, you confirmed that you received a copy of and/or a link to the ******************************************* booklet Your Rights & Responsibilities When You Move. This booklet states:
  
  At the time your shipment is delivered, it is your responsibility to check the items delivered against the items listed on your inventory. After the complete shipment is unloaded, the mover will request that you sign the movers copy of the inventory to show that you received the items listed.
  
  There was no notation that anything was believed to be missing, and there is nothing in our file confirming any loss. On behalf of **************** Lines, please accept our apology for any inconvenience that you experienced with your relocation.
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wheaton World Wide Moving company damaged the hardwood floors in our dining room from the corner where our hutch was sitting clear out to the hall way. I have filed a claim with this company which they denied on the premise that it should have been reported immediately and included in the original paper work. I cannot find this policy anywhere on their website or in the paper work I received. I also did report/address it immediately with the movers who both acknowledged that it had just occurred and apologized. When I asked them what was the process they said to file a claim. I have done just that and well within the claims window. I sent pictures and an estimate but to no avail. I have also requested a copy of policy to which they responded they would talk drivers.I am very surprised and disappointed. My home is on the national historic registry and the hard wood floors are the original from when the house was built in **** ( refinished and gorgeous). I am not asking for replacement I just want it to be repaired.

  Business response

  12/04/2023

  We have reviewed the relocation file and claim information for your move from **** to *********.
  
  Your claim for damages was received and was reviewed by a claims adjuster. Attached is a copy of the adjusters letter to you dated December 1, ****. As stated in the adjusters letter, the driver who handled your shipment confirmed that you did mention damage to the floor during the walk-through of the residence. However, there was no confirmation that the damage was caused by the packing/loading crew. Both you and the driver agreed that there was no way to confirm how the damage occurred. The driver also mentioned that during the loading of your household goods, no dolly was used in that room, and no furniture was slid. All pieces were lifted and carried out of the room.
  
  On behalf of Wheaton Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  12/04/2023

  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. 
  
  While we did agree that the damage had just occurred and he apologized - there is no way I agreed  to not knowing how it ocurrred. Infact, I was in the basement and heard the dragging came up saw the damage to the floor and immediately asked that he stop dragging furniture because it was damaging my floors. He then said they were using a dolly. Wheaton Worldwide moving said the driver said he did not use a dolly. Attached is a picture of the dolly sitting loaded in my livingroom (you can see scratches on floor too) where the damages occurred. They also said the time stamp was off (showed date it was downloaded to my computer) so attached also shows time stamp as was originally uploaded from my phone to my ****** acct. Pictures don't lie although people who don't want to be responsible for their actions do.

  He admitted I reported it to him right away, and that there was damage but obviously lied about dolly...he is clearly responsible.
  
  Regards,
  
  **** And ***********************

   

  
  

  Customer response

  12/05/2023

  This is the letter they sent **. I have since provided them proof that refutes both reasons they gave for the rejection of my claim - Pic which corresponds with the date, time and location of my claim as well as a pic of the dolly in the dining room although in this letter they clearly state a dolly was never used in the dining room which is where the damage occurred.

  Customer response

  12/05/2023

  They have accepted responsibility and agreed to pay the settlement amount. Letter is attached. Thanks

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the end I was FORCED to pay $3346.24 more for the move, because that was the only way I was getting my items and I did not receive everything, and not all furniture was assembled as agreed!I would like a compensation for my time and the distress your company has caused me! This was an unfair process of holding my items hostage!***********************

  Business response

  10/31/2023

  We have reviewed the relocation file for your move from ******* to *****.
  
  Your original estimate for transportation services was based upon an estimated weight of ****** lbs., compared to your final bill for transportation charges which was based upon a weight of ****** lbs., which resulted in an increase to your final bill.
  
   Your claim for missing and damaged items has been received in our ***************** and is in the process where it will be reviewed.
  
  On behalf of **************** Lines, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  11/01/2023

  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. 
  
  you provided a BINDING estimate! The you changed the estimate to add some weight , the final estimate was less than the second estimate. the bill. of lading was never provided as the driver drove off with my inventory which I know consider theft!

  I do no have an actual weight or the ***** that the weight was correct!!!

  
  Regards,
  
  ***********************

  
  

  Business response

  11/17/2023

  We have reviewed your 2nd complaint to the Better Business Bureau regarding your relocation from ******* to *****.
  
  Your original proposal (copy attached) was prepared for packing and pickup into storage. Your transportation estimate was based on an estimated weight of ****** lbs. A copy of this estimate with your signature accepting the charges is attached.
  
  On behalf of ********************************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  11/24/2023

  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. 
  
  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. 
  
  The manager at the *********************** tried extorting more money from me even after the binding estimate that you sent was signed! luckily I had an attorney that told me that it is totally illegal! The money order for that amount was sent to ****** after many unprofessional conversations with bekins. 
  The total for BOTH estimates that I agreed to that were BINDING was $22742.24. That total was confirmed by the sales person *************************!
  I was forced to pay an extra $3346.24 in order to receive my items - they arrived damaged and lots of missing items that you driver took with him as per my opinion. The driver DROVE OFF without confirming the condition of the items even though he saw plenty of damages or actually providing the bill of lading to me!!!
  
  
  Regards,
  
  ***********************
  
  
  Regards,
  
  ***********************
  

  Business response

  11/30/2023

  Ive responded to this complaint on 10/31 and on 11/10 (those dates may be approximate.)  The customer has not provided any documentation to support her allegations.

   

  Please close the complaint. Thank you.

   

  ***************************
  ********* ******************

  Wheaton | Bekins

  Customer response

  12/04/2023

  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. 
  
  I provided all the information proving the extortion by *****************************! The original complaint had the ORIGINAL binding estimates and the new estimates I was FORCED to pay in order to receive my items/inventory - I did not receive all of my inventory to this date! 

  refer to original complaint - includes estimates, text messages and emails!
  
  Regards,
  
  ***********************

  
  

  Customer response

  12/04/2023

  text messages with the sales rep of the ***** amount that would be due

  Customer response

  12/04/2023

  text messages with the sales rep of the ***** amount that would be due

  Customer response

  12/04/2023

  binding estimates!

  the first estimate included both moves from ********* to storage, from storage to *****!!!

   

  the final price was ******* more than I was quoted on the BINDING estimate!

  The *********************** EXTORTED the money from me in order to receive my items! NOT ALL items arrived!!!! items were DAMAGED!!! the services were not provided as quoted!!!

  Business response

  12/08/2023

  As previously stated, your original proposal (copy attached) was prepared for packing and pickup into storage.
  
  Attached is a copy of this estimate for $11,004.33 which you signed agreeing to that price.
  $11,004.03 was collected by the local agent.
  
  Attached is a copy of the estimate for the interstate portion of the move for $14,250.51 which you signed agreeing to that price.

  $14,250.51 was collected for this portion of the move.

  Customer response

  12/08/2023

  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. 
  
  As I previously stated the problem is with the move from storage to ***** - the estimate was only signed as that was the only way I was getting my stuff delivered! It was pure extortion and the amount did not match the original binding estimate. ***************************** refused to honor the original estimate and forced me to pay more in order to get my stuff. 
  also not all services were provided and many items were delivered damaged or not delivered at all. The driver you sent ran off without me signing anything or noting the damages. Most likely he ran off with my stuff. 
  My stuff was held hostage and I was forced to pay more than I originally agreed to 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved from ****** ** to ************ ** in Dec 2022. I hired ****** Wheaton for my move. On 12/24 23 my contents were delivered on Christmas Eve morning. ****** driver hired 2 guys off the street to unload me since no moving company in the area wanted to unload on Christmas Eve. They were paid cash, they were not vetted or fingerprinted. In this unloading two of my diamond rings came up missing. The police were called and a report filed. The two guys and driver were the only guys that had access to my bedroom or house. Wheaton denies any responsibility. They say this is a criminal issue and contact the police. Both rings were valued at approx 16K. I did file a claim with my insurance but they only paid for $11500and my insurance rates were increased. I am asking for a minimum of $5000 in reimbursement for *** not covered and possibly the entire $16k to reimburse my ******************* This was a criminal act verified by the police. ******************* Director of Wheaton in Indy was the last person I emailed. Wheaton Bekins remains firm they are not responsible. Most business I know are bonded and insured and background check their employees. I am hoping you can help me.

  Business response

  09/01/2023

  We have reviewed the relocation file and claim information for your move from ******, ******** to ************, *******. Your claim was received and was reviewed by a household goods claims adjuster. Your claim file was subsequently reviewed at least two additional times by managers in the ****************** On April 18,2023, you received an email with the final claims settlement offer.
  
  As stated in previous communication from the ****************** with regard to the reported missing jewelry, when there is a claim submitted for items that a customer is alleging to have been stolen, a police report should be filed and the authorities will conduct an investigation.
  
  According to your April 12 email, you have filed an insurance claim and have received a settlement from that company.
  
  On behalf of Wheaton Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently contracted with Bekins moving to move from ******* to **********. We paid for some packing and unpacking services as well as full insurance with 0 deductible. ****** had their sister company, Wheaton World Wide, complete the move (we we never informed before the moving truck showed up.) On the day of the move multiple boxes were not tagged and two items were not loaded. When they delivered our items in ********** there were approximately 15 boxes with no tags, so it was difficult to tell what was and was not delivered. No unpacking services were performed - no boxes unpacked (boxes the movers packed such as table glass and lamps) and no furniture was put back together. In addition, we are missing multiple boxes including my everyday cookware. We informed the moving company of all issues immediately and filed for reimbursement. Despite being charged for full insurance, Wheaton is refusing to pay for items that were not delivered and they have not refunded the unpacking charges despite saying they would the day after the move.

  Business response

  07/27/2023

  We have reviewed the relocation file and claim information for your move from *********, ******* to ******, **********.
  
  Your claim was received and was reviewed by a household goods claims adjuster. A copy of the adjusters settlement letter to you dated July 19, 2023, is attached to this response. As stated in this letter, our records indicate that all items received for shipment were accounted for at delivery and were signed for upon delivery. No reports of missing items were made at that time, and no evidence of any losses has been found in our file. Nonetheless, we always conduct a thorough investigation whenever an item is reported missing. In this case, our trace yielded no results. Therefore, we cannot assume any liability for the alleged loss, and we must deny this portion of your claim.
  
  Regarding your statement that no unpacking services were performed, your credit card has been credited $44.53 for the unpacking which was previously charged.
  
  On behalf of ********************************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  07/29/2023

  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.

  We notified Bekins/Wheaton about the number of boxes that were not tagged upon delivery so we could not identify the missing items until we unpacked. The move coordinator was aware of several issues, including the missing tags for boxes (boxes that were received so all boxes were not tagged when they loaded and recorded the items at origin). The move coordinator instructed me to put in the claim without the tag number. (Screenshots of the emails are attached).

  One item, the custom cart, was never loaded at origin, just like the lamp. A picture of the cart in the home at origin after the move is also attached. This item was to be loaded, but they did not. 
  

  As of today, July 29th,  no refund had been issued to my credit card for the unpacking fee. 
  

  We paid for full replacement insurance with 0 deductible for this move. The movers did not tag all items, did not load two items, and did not unpack items per contract. I do not feel we should be out money because they lost Items that they did not tag, and items they never loaded. We have not asked for excessive amounts, and change our replacement cost for one item when we found we could replace the missing part, instead of the entire vacuum. We also notified the company of the issues on the day of the move and followed their guidance for submitting a claim. For these reasons we feel the settlement offer of $250 is unacceptable and does not fulfill their responsibilities based on the contract that was signed. 

  Regards,
  
  *******************************

  
  

  Business response

  08/16/2023

  
  Your claim was reviewed a 2nd time by the ***************** and a revised settlement was offered to you. Your signed claim release has been received and the claim settlement payment was issued. 

  Customer response

  08/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *******************************

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For a move from ******** to **********, we had Full Value Protection for our belongings with Wheaton. As can happen during moves, some damage and breaks occurred and some irreplaceable items were lost, including a collection of my late mother's and grandmother's teacups. Wheaton refuses to acknowledge any liability for loss and damage even though we noted on the paperwork that we had not done a full assessment/inventory on the day of drop-off. (I was alone when the drivers arrived.) Their claims representatives have categorically said no to any liability (apart from offering $200 to have a basketball hoop that was put together backwards--even though we asked for someone to come fix it) back in March. I provided photographs of all of the damage/breaks with my claim back in mid-March. I have zero faith that they looked for the missing boxes and they didn't seem to care when I complained that one of their drivers reeked of marijuana the entire time he was unloading. I've been patient and considerate and get one line answers to my detailed emails/documentation. I do not want to resort to leaving bad reviews but as someone who has moved many times with various major moving lines, I have NEVER received such appalling service. I'm heartbroken about the lost items and hurt that a company I trusted with my belongings takes zero responsibility even though we paid handsomely for services. I'm a reasonable person being treated unreasonably.

  Business response

  05/04/2023

  We have reviewed the relocation file and claim information for your move from ******** to **********.  
  
  Your claim for damages was received and was reviewed by a household goods claims adjuster. The claim file has received a 2nd review by the adjuster, and has been reviewed by the adjusters supervisor. A copy of the adjusters settlement letter to you dated April 6, 2023, is attached to this response. Liability for the basketball hoop was accepted in the amount of $200.00.
  
  As stated in the adjusters letter, according to our records, your shipment was in permanent storage at ************ **** Our liability for safeguarding your shipment began when our driver received your shipment from the storage warehouse. The previous storage and packing of your household goods was not a part of Wheaton Van Lines service. It would have been handled by the storage warehouse by a separate contract with you under their own authority. In reviewing the claim there are no indications of any carton damage to confirm any mishandling while the cartons were in our care. The driver also documented that the damage to the black table existed prior to our receiving it for shipment. Based on this information, this portion of your claim must be referred back to ************ ****, for determination of any liability they may have under their separate storage contract.
  
  According to our records, everything we received for shipment was accounted for at delivery and signed for as being received. There was no notation that anything was believed to be missing, and there is nothing in our file confirming any loss. Whether a loss is confirmed or not, we do initiate a trace in an effort to locate items reported missing.Our trace has been completed and nothing was located. Since the proper notations of loss were not made on the inventory, at the time of delivery, for the items you claimed as missing, there is no way to confirm any loss occurred and we must respectfully decline liability.
  
  On behalf of Wheaton Van Lines, please accept our apology for any inconvenience that you experienced with your relocation.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩