ComplaintsforWheaton World Wide Moving

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have requested a claim form numerous times from this company as I have a tremendous amount of damage. I paid for insurance with a $250.00 deductible. When I try to file on line it only allows up to a point. I have very expensive items that were not delivered and too many destroyed items to even mention. I have pictures showing these items in our home just prior to our move. I also have pictures of the many damaged items. This has been an ordeal from the first day. I have Waterford missing as well as expensive French ***** handled dinner ware.I feel that they think if they stall us long enough then our time will expire to file a claim.

  Business response

  10/25/2022

  A claims adjuster from our claims department spoke to you on October 12. During that conversation, the adjuster advised you that a claim form was mailed to you on September 28 and was being mailed again on October 12. A .pdf of the claim form is being emailed to you on October 25.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used their services locally from a move from ************ ******* to **** ******* and during that move their movers lost the bolts to my dining room table. Right away I reached out to the mover and he didnt answer the phone. I emailed a representative named ******** and no reply. I finally called and she told me my email went to spam but shell call the crew and call me back right away. Never heard from her again. Then I texted the person I booked the appointment with and told him what happened and he refers me back to ******** and I tell him what happened how she never got back to me. Ridiculous that no one even apologized for losing these things that were attached to my table when they moved them and no one reached out since. Ill never use or refer them again.

  Business response

  10/14/2022

  This is not a Wheaton Van Lines, Inc., customer. This customer moved within state ********************** from ************, ******* to ****, *******. The customer may have moved with a ********************** agent - but it would not have moved under Wheaton Van Lines' authority - therefore, I cannot address her complaint and concerns.
  
  

  Customer response

  10/19/2022

  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

  09/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved from ******* to ********* and since it was a long move we decided to purchase the $600 insurance in the event something was lost or damaged. *************************** was our rep and assured us if anything were lost or damaged theyd put a trace on it or replace it with the insurance. We didnt want to spend another $600 but decided it was probably best to do so. The delivery was on May 27th. My husband was there to sign for the truck and then we were told by **** that we had 120 days to file a claim should anything be an issue. I got to Tennessee on June 23rd and started unpacking. A few days later I was done and I noticed only one of the table leafs was here. We specifically purchased that table on 11/30/20 because it expanded so much and had room for all our family for the holidays. It comes with 2 leafs and was perfect. I called and said that everything was all good, nothing was broken but we were missing one of the table leafs. The woman said to go online and start to file a claim and they would put a trace on it to locate it. Then a few weeks later I get the email that they cant be sure 2 went on the truck and therefore wouldnt put a trace on it to locate it(when in the paperwork it says 2 table leafs). I told her all I know is all our stuff left ******* and one of the leafs didnt make it to the new house. There were only 2 houses loaded on that truck so I thought it would be easy to locate it, but then I get the email that they cant be sure and wont even put a trace on it. Its very frustrating that we went with a known reputable company and this is how they operate. Ive included any emails or paperwork I have that *** help.

  Business response

  09/27/2022

  We have reviewed the relocation file and the claim file for your move from **************, ******* to ***********, *********.Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster.
  
  Attached is a copy of the adjusters letter sent to you on September 6, 2022. As stated in this letter, at the time you received your shipment there was no indication made of loss or damage. All items listed on the inventory were acknowledged as being received in good order and no discrepancies were recorded or reported at that time. For this reason,we have declined liability for your claim.
  
  On behalf of ********************************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  09/27/2022

  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. 

  We had them pick up all our belongings and delivery it in another state and they lost our dining table leaf. We paid for the insurance and havent gotten even that back since they couldnt locate the leaf. They just said they couldnt account for it on the truck so basically were out of luck. I dont understand how they can choose not to attempt to locate it, replace it or at least offer an amount to cover either trying to get a new one or a new table? Their customer service should be better than this. We chose a reputable company and they arent living up to that. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  

  Business response

  10/04/2022

  As stated in the adjusters letter sent to you on September 6, 2022, at the time you received your shipment there was no indication made of loss or damage. All items listed on the inventory were acknowledged as being received in good order and no discrepancies were recorded or reported at that time. For this reason, we have declined liability for your claim.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted Bekins of south ******* to move us to ********** ***** . Our furnishing was picked up on July 13th and placed in their storage till Sept ******************************************************* **. There were two issues identified which has been validated by the moving company and their inspector.1)Our large dining room table top finishing has been imprinted with the blankets that they wrap it with . so the top of the table has permanent imprints of the blanket and based on a third party evaluation the table has to be replaced or the top has to be re-done . The same is true with a side table 2) A step ladder that was picked up by the moving company was not delivered . There records shows it was picked up from our house but somehow it got lost in transit On #1 Wheaton is indicating that they are not responsible as this was not due to their handling while it has been verified that the storage heat caused the problem. On #2 As Wheaton works with ****** of south ******* , they are stating that even though it was pickup from our house it was not there when they picked it up from their storage so they are passing the buck to Bekins of south ******* What we want is ultimately to have our furniture in the same condition as they picked it up .We have been in contact with several individuals listed below and none are now returning our email beyond the initial response .************************* Claims Adjuster The Wheaton Group ********************* ************************* *************************** Senior Move Manager The Wheaton Group Direct: ************ | Fax: ************ | **************************

  Business response

  09/15/2022

  We have reviewed the relocation file and the claim file for your move from ******* to **********, *****. Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster and a repair firm was assigned to review your claim.
  
  Attached is a copy of the settlement letter sent to you on August 29, 2022. As stated in this letter from the adjuster who handled your claim, the damage claimed to the dining table and to the side table is due to climatic conditions. Our bill of lading specifically excludes this type of damage, and we have declined liability.
  
  Regarding the step ladder, your shipment was in storage at origin. This storage was not a part of Bekins Van ********************** service but would have been handled by the storage warehouse, by a separate contract with you, under their own authority. Our liability for safeguarding your property began when our driver received your shipment from the storage warehouse.A copy of your claim was forwarded to the storage warehouse.
  
  On behalf of Bekins Van **********************, please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  09/15/2022

  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 resolutions

  The response from the company is simply not acceptable as the climatic issues referred to by them was

   caused by improperly storing our belongings for a month. They claim after the fact that the storage are

  Was not air-conditioned but climate controlled. The damage to our table is significant and they are not willing to compensate or even acknowledge that they were responsible for the damage
  
  Regards,
  
  *****************************
  

  Business response

  09/26/2022

  As previously stated in our settlement letter (dated August 29, 2022), and in our previous BBB response, based on the repair firms inspection of the tables, the damage claimed is due to climatic conditions.Please refer to your bill of lading which you signed, which states in part,that Bekins Van ********************** is not liable for damage caused by or resulting from atmospheric conditions such as temperature and humidity or changes therein.

  Customer response

  09/27/2022

  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. 

  The moving company simply mis-represented themselves. We paid for storage for an entire month. This storage was advertised as " climate control " The damage occurred during the storage process where the table was left in extreme heat and with poor packing, it caused the issue. They picked up the table in perfect condition and returned it to us completely damaged. It was later explained to us that climate control does not mean air conditioned. This fact was NEVER stated to us. We see the moving company fully at fault here as the damaged occurred while our furniture was at their care. They  now referring to an obscure document that they are not liable due to climatic condition which they created in their storage in the first place.
  Future potential customers must be aware of how really, they operate and what the sales person tells you when signing the contract is not exactly what they will do and hide behind legality of terms that no one ever highlighted to us

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

  
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As with others, we contracted with a shipping company who subbed out the move to Wheaton. Our move was between OR and MN. We got the same spiel about our homeowners insurance providing coverage during shipment: an outright lie, as we found out later. The packing went smoothly, as did the delivery at the other end. In the process of unpacking boxes over the next weeks, we discovered that a $3,000 blown-glass artwork had been shattered due to improper packing. I went to Wheaton's website, which clearly stated that we had nine months in which to file a claim for damage, so I filled out the paperwork online and included the original receipt for the object. The response was a denial of the claim, with the claims person stating that we had signed for the shipment, which meant that we agreed that there was no damage, and that we should have read the pamphlet they gave us. Really? My x-ray vision wasn't working on move-in day, apparently, and with the stress of packing and moving, who reads corporate pamphlets for the fine print? The statement that the owner has nine months to file a claim implies that the company knows full well that there could be damage to contents despite there being no external damage to the outside of the packing box. I'm sure they school the mover chief to gloss over what signing for the shipment implies, as he said nothing about this being a quitclaim. This breakage was a result of crushing because of an overstuffed dishpack. There was an insulting offer of $100 to make us go away, which I refused. Both the moving industry and the insurance industry needs some really hard looks by our legislators to keep this kind of rip-off from happening. I'm sure Wheaton will respond to this with "well, fine print, blahblahblah". In my opinion, their low BBB rating is not low enough. They are not that far removed from being con artists.

  Business response

  08/26/2022

  We have reviewed the relocation file and the claim file for your move from ********, ******, to ***********, *********. Your claim and the supporting documentation were thoroughly reviewed by a household goods claims adjuster.
  
  Attached is a copy of the most recent settlement letter sent to you on August 25, 2022. As stated in this letter from the adjuster who handled your claim, our records indicate that the claimed item was not listed on your High Value Inventory Control Form. Therefore, our liability defaults to $100.00 per pound per article. We have provided the settlement of $100.00 which would be the maximum liability based on the weight you indicated on your claim form.
  
  On behalf of The Wheaton Group,please accept our apology for any inconvenience that you experienced with your relocation.
  
  

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved from ****** to *********** with ******* at the recommendation of my future employer in Dec 2020. The packing was horrific- they packed fragile items thrown in boxes with heavy items, they destroyed high-value handbags by throwing them in boxes with sharp-edged cubes that scratched them, they broke my bed, they clearly carried and packed a $20k painting wrong and cracked it in about 5 places - looks like someone pushed it from the back, and they deny all liability. I was clearly instructed how to fill out a high value list and did, but they now ignore it completely as if there was no high value replacement coverage (for which I paid $1400). They say the painting was damaged by weather for which they are not responsible (the artist himself looked at it and said it was because of how they packed and/or carried it), and they say the damages they see wouldnt have happened from a regular move so they wont cover them.Frankly, a regular move wouldnt include putting porcelain in a box with heavy metal decor on top of it. Or gouging out my wall by dropping the corner of a dresser against it as they slide it off the dolly, or folding my mattress in half going up the stairs, or taping over book covers, or instructing me to load my car- which was going to be moved separately- on the truck to save money but neglecting to realize (or maybe intentional) that it will be weighed with the load and there wont be room for all of my belongings on the truck, or leaving items on the truck, never returning, and trying to short-change me for replacement cost, or breaking exercise equipment and telling the third party they hired to move it that I should be responsible for the costs, or delivering my heavy patio furniture to a neighbors yard, not mine.There is about $160 k in replacement damages of items that didnt look like this when it was loaded on their truck and this needs to be addressed. They are clearly stalling to the 2 year **** to get out of their obligation

  Business response

  07/19/2022

  We have reviewed the relocation file and the claim file for your move from ******, ********, to ***********, *********,which delivered on December 16, 2020. Your claim was filed on January 6, 2021 and was thoroughly reviewed by a household goods claims adjuster. A repair firm was assigned to inspect the items included in your claim.
  
  Based on information in the repair firms inspection report, and consistent with the with the terms and conditions contained in the shipping documents, the claims adjuster has offered a settlement of $12,314.77, less the shipment deductible. Attached is a copy of the most recent settlement letter sent to you on October 18, 2021.
  
  On behalf of The Wheaton Group,please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  08/01/2022

  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.]

  The settlement they offered isnt even 10% of the repair or replacement value of the items damaged. 
  
  Regards,
  
  ***************************************

  
  

  Business response

  08/03/2022

  We have reviewed your 2nd complaint to the BBB. Your 2nd complaint provided no new information for us to consider with regard to your original claim.
  
  As previously stated in numerous emails to you and to your attorney,the claim was settled consistent with the terms and conditions contained in,and which you signed for, in the shipping documents for your shipment. Based on these documents, as well as the repair firms inspection report, a settlement of $12,314.77, less the shipment deductible, was offered to you.
  
  Attached is a copy of the most recent settlement letter sent to you on October 18, 2021. For each item in your claim, the adjuster has noted the amount allowed for the item, or denial of the amount claimed and the reason for the denial.
  
  On behalf of The Wheaton Group, please accept our apology for any inconvenience that you experienced with your relocation.
  

  Customer response

  08/23/2022

  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. 
  
  The response is completely inaccurate. They did not satisfy the terms of the contract- the contract I signed clearly provided me full replacement value with no deductible for the items in the shipment. I paid for that insurance. I submitted the high value lists they requested and was told to record all damage at delivery that was not present at pickup. I did so. They refuse to acknowledge the original terms. The company is completely ignoring these facts in the most blatant way. They have a responsibility to honor the contract they signed and are refusing to do so, including pushing off damages to a third party that they contracted, not me, and telling me to go address it with them directly. I have never had such a completely fraudulent experience and they are obviously just trying to stall.
  My employer had recommended this company and this behavior needs to be communicated to spare others from such an experience, frankly.

  They cannot deny that the contract was for full replacement value of damaged items. There is clear documentation of the change in condition of these items. There is clear documentation of the value of the items. They refuse to acknowledge any of this and their behavior needs to be reported to the appropriate authorities at this point.
  
  Regards,
  
  ***************************************

  
  

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE: Move Scam and Complaint against Wheaton World Wide Moving and ************************** On March 31, 2022, ******************************* of ************************** did a non-binding estimate of $10,968.03 for ************. The maximum collectible is (110%) $12,064.83.Issues One: ************************ under-estimated the shipment and did not verify that a semi could access the customers' townhome. The driver used ****** Earth to check out the residence and told Davcon that he could not access the townhome with the semi. The Davcon solution was to rent a U-Haul truck and make multiple trips to another location. The items were placed in storage. The semi did not have enough space for the entire load and was required to complete the delivery in two shipments. Issue Two: Due to ************ selling most of her furniture, this reduced the load size. She then added the transport of a ****** Murano. ************************ said the weight was a wash, and the cost would stay the same. There was no new contract, no additional agreement, and ************ did not sign anything from Wheaton or Davcon. When en route, ************ received a call from ********************************** Move Coordinator Wheaton World Wide Moving that there would be an additional cost for the second shipment. Even though the two loads had nothing to do with ************, they resulted from inaccurate calculations of road access detail from Davcon. ************ told ************************ she would not pay until both shipments were completed. She told ************ the driver would be instructed not to release the items until he had a check for the first payment. It is important to note that ************ and her mother are senior citizens and felt desperate by his threats. ************ paid via cashier's check $12,254.30 on 4-25-2022 to receive the first shipment. At this time, ************ enlisted the services of the ******* Attorney General, *************************. His office authorized the ******* ********** of ****** Safety to take the case. See attachment

  Business response

  07/07/2022

  We have reviewed the documents which were included with your Better Business Bureau complaint.We have also reviewed your relocation file including all documents and notes for ******** relocation from *******, ************ to ****, *******.
  
  The original estimate provided to you prior to your relocation was a non-binding estimate, based on the relocation consultants estimate of the weight of your household belongings, services to be provided, etc. A copy of this non-binding estimate is attached to this response.
  
  As stated on this non-binding estimate:
  
  The Non-Binding Estimate shows the estimated cost for the quantities and services set out on the estimate. The final **** shall be based upon the actual weight and services provided in accordance with Wheatons tariff. The total cannot be determined until all of the packing and origin services have been performed, the valuation option and amount selected and inserted on the **** of Lading, the van loaded and the actual weight of the shipment has been determined. The actual charges may or may not exceed the estimate. Charges for any additional services will be added to the final transportation charge.
  
  If the total charges for the listed services exceed the estimate by more than 10%, then at the time of delivery, in order to obtain delivery of your possessions, you shall only be required to pay 110% of the estimated charges (maximum collectible), plus any charges for additional services requested after the **** of Lading has been issued. You are obligated and must pay the balance of the excess charges within thirty (30) days.
  
  This wording appears above ******** signature on the estimate, dated March 31, 2022.
  
  Attached is a final Invoice/Freight **** based on the actual total weight of your household goods. At this time, there is still a balance due of $2,364.16.
  
  Please accept our apologies that you experienced any difficulties with your relocation.

  Customer response

  07/15/2022

  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.]
  

  I attached the police report against Wheaton.  The statement by Wheaton is in violation of the rules of engagement for movers. Wheaton is not properly interpreting the policy and they did not amend their bid.  They are knowingly and willingly engaging in fraud to continue to pursue ************.  ********** report was given to Wheaton, they are in the wrong and need to be stopped.  

   

  May I reiterate that ************ and her mother are senior citizens and frightened by Wheaton's threats to turn them into a collection agency.  

   

  Please use your business influence to stop them for there actions and telephone calls against ************ and others like her.  I have gone online and there are dozens of other posts and reviews like this one.  They are a predatory company.  

   

  Sincerely, 

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

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

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

  
  

  Business response

  07/25/2022

  Please note that the individual posting this complaint, (*******************************), is not a party to the original transaction between Ms ***************** and Wheaton Van Lines.
  
  Ms Cliftons complaint states, The maximum collectible is (110%) $12,064.83.
  In fact, the NON-BINDING ESTIMATE signed by *********** on March 31, 2022, includes the following wording,immediately above Ms ***** signature:
  
  The Non-Binding Estimate shows the estimated cost for the quantities and services set out on the estimate. The final **** shall be based upon the actual weight and services provided in accordance with Wheatons tariff. The total cannot be determined until all of the packing and origin services have been performed, the valuation option and amount selected and inserted on the **** of Lading, the van loaded and the actual weight of the shipment has been determined. The actual charges may or may not exceed the estimate. Charges for any additional services will be added to the final transportation charge.
  
  If the total charges for the listed services exceed the estimate by more than 10%, then at the time of delivery, in order to obtain delivery of your possessions, you shall only be required to pay 110% of the estimated charges (maximum collectible), plus any charges for additional services requested after the **** of Lading has been issued. You are obligated and must pay the balance of the excess charges within thirty (30)days.
  
  The maximum collectible AT THE **** OF DELIVERY is 110% of the estimate. The customer is obligated and must pay the balance of the excess charges within thirty (30) days.
  
  Ms Cliftons statements within the complaint regarding multiple shipments and the use of smaller trucks, are unrelated to the final charges.
  After the initial estimate was provided, *********** added additional items to the shipment including a ****** Murano. The final charges for ******** shipment were not based upon the number of shipments or the trucks used. The final charges, (as stated on the non-binding estimate which *********** signed on March 31, 2022) are based on the actual weight of the shipment.
  
  The original estimated weight was ****** lbs. The actual weight of the shipment (not including the car) was ****** lbs. In other words, *********** added almost ***** lbs. to her original estimate, plus the weight of a car, to a shipment moving ***** miles. ******** is a copy of the freight **** showing the transportation charges and fuel surcharge based on the household goods weight of 12, 099; with the charge for the car as a separate line item.
  
  The customer called local law enforcement on the day her shipment was delivered. According to her complaint she has also contacted the ******* State Attorney General. Neither of these law enforcement entities has jurisdiction over this issue. Interstate shipments are subject to the regulations of the ******************************************* of the **********************************.

  Customer response

  08/14/2022

  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. 
  
  My last response with the State Trooper report should have ended this.  Please review the documents.  I'm concerned the BBB is letting auto generated letters pass by without reviewing.  

   

  I will once again submit the ** State Trooper investigation report which finds that Wheaton was overcharging against the contract and law.  I consider the law the arbitrator of truth.  Wheaton's justification is false of the account of events.  False!  

   

  They said the swap of removing many boxes and furniture items would be equal to the vehicle.  Regardless of the lbs, there wasn't a new contract and they cannot charge more.  In addition, the moving law forbids them to charge more than 110% of the bid regardless of what she has on the contract.  The industry regulates that because of so many fraud cases. The ** trooper said he handles 4 per day with companies like Wheaton, he advised us to contact you to put this business on notice.  

  Again, ************ and her mother are elderly and this is causing them extreme distress.  Please review the police report, we do not need any more back and forth.  I will not agree to anything other than they stop contacting ************ and threatening to submit her to collections.  

   

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

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

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2021. We hired Wheaton for a move from ****** to *****. The dates were set well over a month in advance. The local rep came out, did their evaluation and provided a quote. Their quote was the best and having dealt with another of their moving companies in the past with great results we went with them. The rep asked if we wished to buy their replacement coverage insurance, I asked to see what it covered. The rep then stated if we had homeowners insurance already that would be in effect between locations while the move was happening, that would cover it and I shouldn't shell out more money for what was already covered. I thought how great that he was looking out for me. The day of the move, a day before I was scheduled to fly out. No semi showed up. The inform me that the semi was delayed and sent out 3 box trucks to take my belongings back to the warehouse and it would go on the semi later that day or the next. Having little choice, they began to load. Halfway through the loading, they loaded run out of inventory paperwork and inventory tags but assure me they will tag it when they get back to the warehouse. They didn't. My belongings sat in that warehouse for 3 weeks long past the delivery window. So many items arrived damaged or didn't arrive at all totaling nearly $30k in damage and loss. I filed a claim with my insurance company only to find out the rep lied, it isn't covered due to their negligence, only if there was a fire or something like that. Almost half of my garage is filled with damaged/destroyed furniture and appliances. Their claims rep offered around $400 and that's it, take or leave it. They claim an isolated incident, looking at the reviews on BBB, it's been their business practice for the last two years. They even ripped chunks out of the front door frame while they were unloading. While at their warehouse, our belongings were in a trailer with a ripped roof per the driver of the first load to make it to Texas.

  Business response

  04/18/2022

  We have reviewed the relocation file and the claim file for your move from *****, ****** to **********, *****. Your claim was thoroughly reviewed by a household goods claims adjuster, and a repair firm was assigned to inspect the items included in your claim.
  
  Based on information in the repair firms inspection report, and consistent with the terms and conditions contained in the shipping documents, the claims adjuster has offered a settlement. Attached is a copy of the most recent settlement letter sent to you on January 21, 2022.This letter explains in detail how the adjuster arrived at the settlement amount for each item allowed, as well as the justification for any damages denied.
  
  Our file also shows that you received a check for $2,400.00 for inconvenience caused by the delay in delivering your shipment. Also, the dispute which you filed with your credit card company was denied by that company based on the information provided.
  
  On behalf of Wheaton Van Lines,please accept our apology for any inconvenience that you experienced with your relocation.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the misfortune of using *****************************/Wheaton as my mover. They gave me a low-ball estimate for weight and promised me this and that. They jacked the price of the estimate from me once they had my stuff and said delivery would cost over 2x. The movers damaged almost every piece of furniture I had. The movers would write "minor scratch" next to the items and completely destroy the furniture. I paid for extra insurance. The movers even left behind certain items and tried to blame my apartment building. They tried to upcharge on everything. The storage units they used were abysmal. They ruined my bike, my beds, my dresser, my speaker, my wine refrigerator, and my desk. When I made an insurance claim, they rejected everything. I had to write and haggle with them. They sent an unqualified appraiser to lowball repair estimates and just rejected the claim anyways. After a bunch of haggling, they gave me 25% of my claim. I was not happy with the settlement, but I had to take it because I could not risk losing what little they offered. They are basically scammers that take advantage of you once they have your stuff because you have no other choice by then. Customer service consisted of them yelling at me when I complained about the cost being nowhere close to my estimate. This entire service is a total scam. They charged me, ruined my property, and refused to honor my claims when I even paid for extra insurance.

  Business response

  02/07/2022

  We have reviewed the relocation file and the claim file for your move from ******** to **********.
  
  Your claim for damaged items was thoroughly reviewed by a household goods claims adjuster. Your claim also received a 2nd review by a claims manager. In an effort to compromise and to conclude your claim a check for $2,500.00 was issued to you in January in full and final settlement of your claim.
  
  On behalf of Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  02/07/2022

  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. 
  

  $2500 was woefully inadequate and company was trying to take advantage of me by threatening me with nothing. This entire moving operation is an organized scam and this claim process was manipulated deliberately to shortchange customers of a truly fair resolution. Bekins/Wheaton did not comply with rules and regulations of interstate moves and acted unethically. 

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

  
  

  Business response

  02/22/2022

  As stated in the previous response to your complaint, to conclude your claim a check for $2,500.00 was issued to you in January in full and final settlement of your claim. Prior to the issuance of this check, you signed a release acknowledging that this was the full and final settlement of your claim. We have also responded to the complaint that you filed with the *********************************. No further action will be taken on this matter.

  Customer response

  02/24/2022

  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. 
  
  

  This company has acted unethically and did not follow rules and regulations relating to interstate moves. This is not good business practice and they nickeled and dimed me to take a lower amount than what they actually owed me. This is not ethical or good business practice. That is why I am complaining to BBB and this company should be ashamed.

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

  
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted with 2 MAN MOVING initially in ************** to move me to ********. The rep from 2 MAN MOVING came out and looked everything over and provided me a price which I agreed to. I was to have my items picked up the last week of Sept and I was going to drive out the weekend of Oct 1, 2021. They came out and packed my items and off it went. My contract was that my items were to be delivered between NLT the 15th of Oct. The first week went by and no one contacted me when after the due time had passed. I had tried for a week to contact 2 MAN MOVING with no luck. Finally, the rep contacted me to let me know another company had bought my contact and told me who it was. I contacted them to find out they spelled my name incorrectly and had no ETA time. I sent an email on 18th of Oct to *********************** to find out from her that they did not have a driver to bring my items out to KY. This was after I was told the truck was broken down. I was sleeping on the floor with nothing in my new home. I sent another email asking when I was expected to get my items. I finally got a partial order of my items. The so called necessities but to find out they were trying to give me someone else's stuff. They dropped furniture and came in and left. Many of my items where damaged and stained up. The second load came in and more of the same broken items damaged items. I did not contract with ****************************************************** Wide. I was in correspondence with ***********************, ******************* . They sent me a claim form and asked for pictures of the items which I provided. I also emailed them letting them know many of my clothing, dish wear, pictures and many small items were missing only to be told they would put a trace on it. To date I have heard nothing. Adding insult to injury they sent me a check for $380 to cover damages. This is company is the worst! the customer service are a bunch of liars. 2 MAN MOVING said they never sent a request for my missing items.

  Business response

  01/24/2022

  We have reviewed the relocation file and the claim file for your move from ****************, **** to **********, ********. Unfortunately,due to high demand and restricted capacity at the time your relocation occurred, we were unable to deliver your shipment by the originally scheduled date. To compensate for this inconvenience, your shipment charges were reduced by $2,972.17, from the total original charges of $4,972.17.
  
  Your claim for damaged items was thoroughly reviewed by a household goods claims adjuster. Attached is a copy of the adjusters settlement letter to you dated December 23, 2021. In this settlement letter,the adjuster has listed each item included in your claim, as well as an explanation for the amount allowed for the item or the reason the damage was declined for the item.
  
  On behalf of ******* **************************************************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  01/26/2022

  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. 
  
  This whole experience and this response only reflects the uncaring attitude for the dilemma and the discomfort they caused me in this move from **** to Kentucky. 

  I expected a professional move by a professional company, and I got a company that has no compassion for their customers not to mention the lies they kept telling me. The compensation they provided was due to their error in accepting a contract when there were no drivers available to come out this way. The fact that this company never contacted me I had to track them down and contact them. My contract was with TWOMANMOVERS. They came out and gave me the instructions on what I needed to do prior to their arrival for pickup, they seen my items and assured me everything would be handled correctly, and they were the ones who I contracted with I never spoke to ******* until they took my contract over.  The compensation was for their error not mine and it was offered only after both my children called and demanded something be done. They also sent a partial load of my necessities since I was sleeping on the floor of my home. I am 74yrs old and this company took advantage of me. The BIG COMAPNY never seen anything in person, so they go off the papers they see. The damaged items were real, and they sent me the claims form only did they mention the 60cents a pound when they seen the amount of the damaged items.  Then all of a sudden there was a problem.  I told them I no longer had one of the items because it was destroyed in the move. It was a table with a lamp attached to it. Their movers seen it plus their movers dropped a TV stand on the front porch stairs, my daughter sat there and watch them drop it, but when the supervisor questioned the guy, he denied it. I also paid extra for items to be taken apart and put back together they could not do that to my German Black Forest Bar since they broke some of the pieces to put it together and some of the small holders were missing as well. I would have never agreed to 60cents a pound if I had thought this company was so incompetent to insure my items were going to make it complete but instead, I got items in PIECES and excuses. This still does not dismiss the fact they lost items and to this date have not contacted anyone about it. How can I get 3 of 4 chairs for a patio set, of 1/2 of my clothes and my husbands, and 1/2 my dishes and glasses pot and pans? I tell you how, they were bringing in someone else's items into my home and WE had to tell them it wasn't ours. Thats how. The ****** check they sent me was yet another slap in the face for their incompetence to do the job correctly. 

  I wanted a proper amount to get my items repaired to the way they were prior to this fiasco of a move. The ****** will not cover the damages to the bar let alone all the missing items and items that were broken. This company has reviews from others with similar issues. They should be put on probation or look at for unfair business practices. 
  
  Regards,
  
  ***************************
  

*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. ↩