Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing in regards to our move from ** to **. Despite what their website states, ***** requires a 30+% deposit. Due to the price of the move I asked several times to let me know when they were going to charge so I could alert the bank. They proceeded to send me an invoice and charge my card during my closing. When that failed, they left me a threatening note that my delivery was the following day (a lie). I contacted the bank, and let them know about the charge, they made a change to allow the charge, but it wasn't instant as they told me. ***** tried again, and it failed. ***** then proceeded to try charging a bunch of different amounts without my consent, and triggered a fraud alert. It was finally resolved that evening. In the meantime, looking at the invoice, ***** is illegally charging credit card fees on purchases made by debit. They refused to refund the illegal fee because of the mess they made with the bank. The ******* that showed up was hard working, they seemed to take care with our belongings. When we got to SC the experience was much worse. The driver had 3 movers meet at our house. The 3 worked for 4 hours. They explained to me that they were all homeless, and kept trying to get guns from me. While they were working, they were not calling numbers correctly so the inventory was impossible, even if the ******* had labeled the boxes. After 4 hours, all 3 guys left and never returned. The driver tried for 8 hours to get help, and finally got someone around 10:30 pm. In the mean time, the 2 of us unloaded the truck. He also mentioned that customer packed boxes are deemed crushable, and crushed they were. Almost every box marked fragile had footprints on top, as did guitar cases. The contents of the couple of boxes ***** packed also arrived damaged.At the very least, *****/Wheaton owe an apology and at least a $2k refund for my compensation unloading the truck, inconvenience, illegal credit card fees, and broken belongings.

  Business Response

  Date: 09/11/2024

  Please find response and itemized freight bill, attached.

  Thank you. 

  Customer Answer

  Date: 09/15/2024

  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.]

  I have attached the invoice I received showing the illegal credit card charge.

  Some of the driver's responses are accurate, others are not.  It is true the driver was working at the truck when the movers were telling me they were homeless and asking for firearms.  I did let him know after they left however.  It is also true that he told me I did not have to help him.  But he was alone, and in a lot of pain from a neck/shoulder injury which was aggravated when guitars and boxes fell on him due to poor packing.  It was common decency to help, not to mention there were items he could not move himself, such as a large heavy porch swing that was on top of a bunch of crates.  The comment that was a complete lie is that I helped move a couple of light objects.  I worked very hard with him for 8 hours moving anything other than large furniture.  We moved some of the heavy items together, so I'm not sure why he is lying.  He did get help, after 8 hours of trying.  The last mover was awesome, and was there about an hour.

   

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

  
  

• Initial Complaint

  Date:08/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Movers agreed to pick up my items( furniture, Boxes, life saving medications/ medical equipment) on 7/5 and deliver no later than 7/15. Movers showed up on 7/21 with only 1/3 of my items and then informed me that it was a "overflow" and my remaining personal belongings would be delivered "soon" with ETA or tracking . When the movers showed up on 7/5 they arrived with 2 gentlemen off of the street who spoke no English. I allowed these gentlemen into my home who i had to relay instructions to the driver who could barely speak Spanish. many of my items were broken and I was given no explanation. I reached out to the customer service representative named **** who could hear how upset I was and then informed me I needed to " calm down" . I sent an email to the CEO ************************* for help or assistance. i have yet to receive a call back. even when only bringing 1/3 of my items i paid this company $9300. only to be mislead and having missing and broken items. Please help, i have exhausted all options with this company and i am trying to get help and assistance.

  Business Response

  Date: 08/07/2024

  See response attached, thank you. 

  Customer Answer

  Date: 08/08/2024

  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. 
  
  the response was generic and on this companies part to avoid accountability, the furniture that was promised to be assembled upon delivery was initially not going to be completed by deliver, where as it states in the contract that it would be , after a brief argument between the customer service specialist and the delivery person , the furniture was assembled poorly causing my handicap brother to fall out of his bed. I contacted the company...yet again and was told someone would be out that evening. No one called our showed up. Please help me. i do not want any more families to have to go through this nightmare. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 08/13/2024

  Second Response Letter attached, thank you! 

  Business Response

  Date: 08/15/2024

  Please see attached.

  Customer Answer

  Date: 08/19/2024

  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 has still not addressed the several key matters and tried to issue $500 for chairs that were damaged and the cost of each chair was $****** ( ****** x3 =$750) i am submitting the final claim today and will let you know what the company is willing to settle with. I can assure you that the damage that was done especially to family heirlooms a price cannot be placed on this. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 08/22/2024

  ****** received ***** second claim and reviewed it this week. Attached is our response to *****, which was emailed yesterday afternoon. ****'s specifically mentioned the chairs in his BBB dispute ****** paid him the amount claimed for the chairs. 

  Customer Answer

  Date: 08/22/2024

  Please see attached "Declined" Settlement Letter only offering me $550 for losses and damaged items, we painstakingly unpacked every box that was delivered, recorded missing items and this was the response we received from Bekins. I am beyond furious at this point. 

  Customer Answer

  Date: 08/22/2024

  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. 
  
  Please see attached "Declined" Settlement Letter only offering me $550 for losses and damaged items, we painstakingly unpacked every box that was delivered, recorded missing items and this was the response we received from Bekins. I am beyond furious at this point. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wheaton Worldwide Movers was sub-contracted through Pampered Movers of ******** Fl to move us from ********* ******* to *********** *******. We had $4,586 worth of damaged or missing items. We had purchased full coverage insurance yet they only agreed to reimburse for the damaged items ($1,540) and refused to pay for the items they either lost or stole saying we couldn't prove it and it was our word against theirs. When our items were delivered, their driver neglected to supply us with the paperwork that they are supposed to give so that we can keep track of our items as they are taken off the truck. We knew nothing about this paperwork. If the proper paperwork had been given, we would have been able to tell them at delivery about the missing items but that opportunity was denied to us. Since we didn't tell them upon delivery they are saying we are out of luck. This seems like not good business practice to me and borders on criminal. Please help.

  Business Response

  Date: 08/07/2024

  Attached is Wheaton Response and the signed claim release. 

  Customer Answer

  Date: 08/07/2024

  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. 
  
  As previously stated in my claim. The company refused to acknowledge any wrongdoing with regard to items lost. Yes I did take the money they were offering for the damaged items because it was better than nothing and they were refusing to budge but I felt as though I had no other choice at the time. I still feel they are responsible for the items they either lost of stole.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/14/2023 I hired Wheaton Van Lines to move me from my home in ******* to *******. My move had many high inventory items so I paid extra for replacement costs insurance. The movers damaged the home I came from and the one I moved to. Some of this damage is on video and pictures were taken before, and after the move. The movers were extremely unprofessional and tumbled boxes down my stairway and out my door, and then claimed that inherent vice protected them from having to repair items that they damaged. In addition, I had a 10 foot tall antique mirror that they charged me to crate but built a crate too small and ended up breaking the top of the mirror as well as the sides. They also disposed of all the crates that I paid for and shouldve been my property. There was additional damage, but too much to list. I contacted the claims department and have been trying to resolve the claim. I received a response, but they were denying several items due to inherent vice or because they stated they couldnt confirm the damage was due to the movers. I took a video of my house an hour before the movers came, and since it had just been remodeled and not lived in, it was in pristine condition. I submitted them pictures of the areas in question and have not received any response. I have waited several weeks for them to call or email me and have called the *********** several times with no answer. This is very unprofessional and considering the movers literally tumbled my items down a flight of stairs inherent vice shouldnt be allowed to be a defense. I am trying to get this problem resolved, but if it isnt resolved with the aid of the Better Business Bureau and the claims department, I will be getting my attorney involved.

  Business Response

  Date: 07/29/2024

  Attached is Wheaton's response. The claim adjuster and ******** came to an agreement over the weekend. 

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 05/06/2024

  Attached is our response. 

• Initial Complaint

  Date:03/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 04/01/2024

  Attached is our response to the complaint.

  Business Response

  Date: 04/01/2024

  Attached is our response to the complaint.

  Customer Answer

  Date: 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

  Date: 04/04/2024

  Attached is our response. Thanks

  Customer Answer

  Date: 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

  Date: 04/15/2024

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

  Customer Answer

  Date: 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

  Date: 04/25/2024

  Attached is Wheaton's Response to the rejection. 

  Customer Answer

  Date: 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

  Date:01/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:01/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 01/22/2024

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

  Customer Answer

  Date: 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

  Date: 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

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 12/05/2023

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