Wheaton Worlwide Moving ripoff Indianapolis Indiana
Failure to pay for damaged goods; inconsistent excuses; flawed procedures .....
We moved from Indianapolis to New Hampshire in September of 2002. Upon arrival in NH, we noticed damage to our automobile. We informed the driver who produced a form indicating the damage allegedly existed at the point of origin. I did not sign, initialor receive a copy of this form at the point of origin. The driver informed us to sign the form and contact the claims department who would handle our complaint.
We contacted our representative who forwarded claims forms to us. She informed us that the drive did not follow procedures. We filed the claims which were denied by Wheaton.
Wheaton indicated that we did not follow procedures by contacting them about the damage so they couldn't accept our claim. We challenged Wheaton that we had followed the driver's instructions, the representatives instructions, and the claims instructions. Furthermore, the driver did not follow procedures by asking us to sign the form at the point of origin. We were not asked to initial specific points of damage. We were not and still have not been provided a copy of any form.
Wheaton is hiding behind poor service and procedures with loopholes. They now refuse to answer our written communications.
Steve
Merrimack, New Hampshire
U.S.A.
1 Updates & Rebuttals
Kathy
Indianapolis,Indiana,
U.S.A.
committed to the highest standards of quality service.
#2UPDATE Employee
Thu, May 29, 2003
Our company, Wheaton Van Lines, Inc. has just recently been made aware of this complaint filed by Steve of Merrimack, NH. As the Director of the Claims Department and Consumer Affairs, please accept my response on behalf of Wheaton Van Lines, Inc.
The customers shipment, including the car in question, was delivered to New Hampshire at which time the driver presented the Motor Vehicle Descriptive Inventory for the customer to review and make notations to any new damage. The customer signed below a statement that is printed in red we have checked the items listed and acknowledge that this is the state of the goods received. The customer made no written notations to any new damage at that time in the space provided for that purpose.
When the claim was presented, the adjuster reviewed the paperwork provided and the inventory prepared for the automobile. Based on the lack of written notations by the customer to any new damage and the fact that there was pre-existing damage listed on the inventory in the area being claimed, the adjuster denied the claim.
When the customer contacted the adjuster by phone after receiving the denial, the adjuster reviewed the file with management and mailed a compromise offer of settlement along with a release form to the customer on January 10, 2003.
A dispute was received from the customer on January 15, 2003 via e-mail prior to their receiving the compromise offer of settlement in the mail. Wheaton responded to the customer and advised of our offer of settlement. On January 18, 2003 the customer signed the release form and mailed the signed release to this office. A check in full and final settlement of the claim was issued to them on January 23, 2003 as per the signed agreement.
Wheaton Van Lines entire organization is committed to the highest standards of quality service. Our entire organization is genuinely concerned that all of our customers receive smooth and trouble free relocations. When our services fall short we do appreciate hearing about it so that corrective action may be taken.