ComplaintsforWheaton World Wide Moving

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired WHEATON WORLD WIDE MOVING to pack and move our house from ******* to ********. For the most part they did a good job. However, they did not secure the front door at the origin address in ** and the wind blew the door shut causing the door jam to break and the door lock to bend. We took out full insurance with a zero dollar deductible, just in case something like this happened. Wheaton keeps denying the claim. They do not cover an act of god. However, the issue was the negligence in not securing the front door or even providing padding to protect the door. We did report this to the driver who did take a picture of the door. He had someone from the loading crew come over and bend the lock back so it is semi straight, but it still has issues locking. This happened on 11/8/2021 and we have been trying to get them to replace the door and lock but they keep denying the claim stating it is an act of god and not their fault.

  Business response

  01/10/2022

  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. At your request, your claim received a second review.
  

  
  As you were previously advised by the Claim Manager,your door was left open for the driver and crew to enter and exit while loading the shipment. The driver/Bekins has no control over the wind blowing the door shut and therefore we must deny your damage claim.
  
  On behalf of Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.
  

   

  Customer response

  01/10/2022

  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 understand that you cannot control the wind and that is not in question. Knowing that wind can occur, the negligence was by the loading crew not securing the door to be open. Nor did they put any kind of padding on the door to keep it from becoming damaged. It does not seem reasonable that one would expect a door to just stay open. We would have thought the crew would want to prop it open in order to keep from needing to open the door every time they entered and exited the facility. We really do not want to have to take this to small claims court as this matter should be taken care of by doing what is right. The new homeowner and I are prepared to take this to small claims court against Weaton in order to rectify this situation.  Thank you for reconsidering this claim.
  
  Regards,
  
  ***********************
  

  Business response

  01/11/2022

  We have reviewed your second BBB complaint and no additional information was provided. Therefore, we maintain our position and deny your damage claim.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hired Bekins to move our belongings from New Holland, ** to North Hollywood, **. #****-1788 Contents went into storage for approx 30 days, then it was moved to **.We had a tremendous amount of damage to our goods. At least 75% of our furniture was damaged, items broken and boxes/items missing. We have battled with them to get reimbursement through insurance that we purchased. We are now down to a few items that they claim they are not liable for, because we signed the inventory sheet saying everything was here. That sheet was not given to us until the truck was unloaded and the driver told us we had 9 months to file a claim. We wrote on the inventory sheet before signing that "not all boxes have been accounted for". The driver told us that would be sufficient. Is it really feasible to expect us to go through every box that I packed to ensure nothing was stolen from it before the delivery truck leaves? If that is the case, the driver would have been here for another day, and we all know that is not going to happen. They also told us that they didn't pack our mattresses in boxes. We have a receipt of purchases for the boxes as well as photos upon departure from ** and arrival at CA. They disassembled all the beds except one, for shipping.***********************, adjuster, told us, "Once the shipment is delivered all items are accounted for when the delivery inventory is signed. We cannot accept liability." Again, we noted that "not all items were accounted for". I am requesting that we be reimbursed for missing tools (presumably stolen),missing box that held collectable farm toys (also presumably stolen) and the mattress damage or refund for the boxes. Total amount $3187.94 I have included a photo of the inventory sheet with our note about boxes not being accounted for as well as the invoice charging us for the mattress boxes.

  Business response

  12/23/2021

  We have reviewed the relocation file and the claim file for your move from ***********, ** to North Hollywood, **. Your claim for damaged items was thoroughly reviewed by a household goods claims adjuster. At your request, your claim received a second review.
  
  Attached to this response is a copy of the adjusters revised settlement letter to you dated 12/2/2021. This letter details the amount allowed for each item in your claim, as well as an explanation for any items which were denied. As stated in the settlement letter, when your signed release is received, you will receive a check in the amount of $9,965.61.
  
  On behalf of Bekins Van *********************** please accept our apology for any inconvenience that you experienced with your relocation.

  Customer response

  12/26/2021

  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. 
  
  

  December 26, 2021

  I agree that they offered to pay for part of our damaged goods, but they do not want to pay for the missing items.  I have a box of collector farm toys and missing tools that they do not want to pay for.

  Their statement was, we dont know what was in the box, so we are not going to pay for it.  That sounds like they are calling me a liar and making a fraudulent claim.  I paid for insurance to cover anything that went wrong and now they dont want to honor it. 

  I also have $1027 worth of missing tools that they say I needed to note on the delivery sheet.  We noted on the deliver sheet that not all boxes were accounted for. 

  I am still short $1455.74. The total claim should be $12,021.25 less the $500 deductible.

  To be fair, Bekins is reviewing my objections to their offer

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

  Business response

  01/11/2022

  This is in response to your 2nd complaint with the BBB. No new or additional information was provided regarding your claim. As previously stated, your claim thoroughly reviewed by a household goods claims adjuster. At your request, your claim received a second review.
  
  At this time, no further action will be taken on your claim. The adjuster is waiting to receive the signed release from you, at which time your settlement check will be processed

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  H3131323137**37323230H has sent me a settlement check for $1000, but my damages total $12000. The reason I have taken so long to turn in this claim, at ********************************************* *********, he told me to remember that I am 83 years old and to act accordingly. "Work for a short time and sit down and rest." I found this to be outstanding advice. After about 15 minutes, I started to be uncomfortable, some shortness of breath and some slight chest pains, never having experienced any of this before. I must attribute this to two things my aggravation and the fact that I haven&#**;t put forth this much effort in years. After all I moved from a 2 million dollar condo where everything was done for me. I never so much as had to lift a finger. Then I hire a very well recommended H313533**333734363133H company and paid a lot more than the average. Then as the British would say "The Ship Hit The Sand." My very expensive items were delivered crushed beyond description. It took me several hours to get over my shock, I then called your corp. office and was just as shocked at the answers I got from them. Two suitcases damaged, one very expensive leather coat scruffed up and dirty, one stand up standard doctor&#**;s scale bent, must be recalculated, 14 suits and jackets must be cleaned and pressed, sharp stereo speaker and antenna, must be repaired, picture frames must be repaired, exercise machine has plastic pieces broken off, my decorator coffee table was scuffed up, my carpet was not in the best of shape but your guys added a lot of dirt and oil spots to it, my ******, which your man handed to me in three pieces (it was whole when they put a blanket around it) must be repaired, it has sentimental value to me. My tool box had to be pried open, the lock and lid was bent. My cat statute was scuffed up and has to be touched up so far. I have done 12 loads of laundry and still have a bedspread that has to be dry cleaned. One ******************* enamel frying pan was damaged, and since the screen door would not close as it was bent, I removed it and discarded it. I feel this was an act of pure incompetence of the mover and the corporate office that is covering up what happened. The damage was to such an extreme.I want you to take note. It was not just the fact that I was in a state of shock and the fact that I am 83 years old and under a doctor&#**;s care for my balance problem and a knee problem and the fact that once I get down, I can&#**;t get back up without help and can only work for about 15 minutes and have to sit down for an hour or two. I explained this to them and asked for help and was told "that&#**;s not going to happen." From then on, they would not return my calls, and when I contacted my salesman, he was having the same problem (not getting his calls returned). The question I have is why you gave them such a good rating?I will try my best to keep this in the proper order.I first saw the H313533**333734363133H truck back into a parking space, then I saw them open the door and all of my things that were already damaged fell out of the truck on to the wet pavement. I think they took advantage of an 83 year old man. They came off the truck and all my stuff was crushed and they let them fall on to the wet ground, from that point on I was like a zombie. The workers started to bring in my things dropping stuff on the wet pavement off of the dolly. They would then grab the damaged boxes and hand carry them to the elevator. Out of my sight, one of my future neighbors told me he didn&#**;t believe what he saw. They half carried my things down the hall to my condo with all of the dirt of the parking lot on to them to my clean carpet. After a few trips like this, I finally woke up to the fact that I better protect the carpet so I put down a runner so I could avoid the runner being damaged and my storm door to the point that it wouldn&#**;t close. Later on as they were ******* out, I called them back and said what about the door. The driver told me that all I had to do was fix the piece of wood and it still didn&#**;t close. That&#**;s when I saw that the door was bent. So I put the door in the dumpster. I saw that my son brought some things down and was here for a day. While he was here I had him take down the door and get rid of it. So since I was still in a state of shock, I called the H313533**333734363133H company and explained the situation to them and asked for help and was told "that&#**;s not going to happen" even after I told her that I was 83 years old. I explained that I couldn&#**;t do what was required to unpack. I didn&#**;t hear her reply, all I could think of was that they are not going to do anything. Let me explain my condition. After spending two and a half years making sure that ***** always had the best of care, I was sedentary to the point where even to move was painful. I can work at unpacking about 15 minutes and I tend to lose my balance. I guess that&#**;s from two and a half years of doing nothing but sitting on my ***. So after starting to lose my balance, I have to sit down for a couple of hours. That&#**;s the reason it took so long to unpack and wash all of my clothes, use a carpet cleaner, scrub the scrape on the leather coat. After all of this I feel at 83 years old they are taking advantage of my age. Each time I called I was made to feel that this was all my fault. Most of the pictures will have a comment. I thought that H313533**333734363133H down here would be a good experience and it would help me deal with JoAnn&#**;s passing. So to be sure there would be no problem in H313533**333734363133H, I hired one of the most expensive of all of the movers that the H363137**3238313831H recommended.

  Business response

  09/20/2021

  We have reviewed the relocation file and claim file for your move from ********, ** to *********, **. Your claim for damages was thoroughly reviewed by a household goods claims adjuster. The claim settlement process included an on-site inspection by a repair firm. Attached to this response is a copy of the adjusters settlement letter sent to you June 3, 2021. This letter details for each item included on your claim, the amount allowed for the damage or repair. The settlement letter also provides an explanation for the amount allowed or the reason the item was not included in the settlement. The total amount of your claim settlement is $1,140.00.
  
  On behalf of The Wheaton Group, 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. ↩