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BEWARE OF BEKINS / WHEATON ~ LOST ~ DAMAGED ~ PILFERED THROUGH ~ UNFAIR BUISNESS
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I hired Bekins (partnered with Wheaton) for a move from CA to WA in 9/2015, During the transport of my shipment, at least 50% of my items were damaged severely, lost and I will go as far to say, there is clear evidence that they were tampered with and pilfered through.
While an interstate move can be stressful alone, you would hope that you have retained the services of a reputable company. BEKINS or WHEATON, is NOT one of them! They are less than professional, have no obvious training of Customer Service and will offer you NO "FAIR" options when seeking clarity or assistance (beyond their initial baiting of course).
The Director of their Claims Department, actually offers her unique and creative skills in claims handling and Mentoring with a power-point presentation on the internet that actually states "Claims 101: Sorry, but there's nothing in your policy about fair. A fair is where you take a pig to win a prize". Nice... I still can't believe that Bekins / Wheaton finds this an acceptable presentation or practice, even after such was brought to their attention. You can look-up this presentation on the internet yourself under "Claim Creativity"... whereby it states "WARNING, Claims Adjuster with an Attitude" (no doubt) and "World's Greatest Claims Adjuster", what a typical God like syndrome! How terrible is that? Welcome to her few minute of fame and self-admitted UNFAIR instruction! http://slideplayer.com/slide/6125590/
My losses and damages are as a direct result of Bekins GROSS NEGLIGENCE. The last thing that anyone would expect is to deal with a claims department that doesn't regard FAIR in their BUSINESS PRACTICES, based on their own admission! It is my understanding that an Adjuster is required to display "DISCERNMENT", which is a balance of contract enforcement and customers satisfaction. A claim representative has a duty, in good faith, to investigate and resolve claims promptly and "FAIRLY" for an insurer and claimant, not seek ways to deceive or deny provisional coverage in an effort to mitigate their exposures. This is a violation of their FIDUCIARY DUTY!
Bekins has you sign a different Bill of Lading than the one that is listed in their Tariff. BE AWARE, this offers them alternative ways to avoid their liability, it places it "AT THEIR OPTION", not yours as advertised. Bekins will place your shipment in a storage/warehouse and not advise you, as well as lie to you about it when asking where your shipment is in route. When you ask for specific information on these facilities, such will take months to obtain, if all! They use subcontractors (according to the FMCSA they have a fleet of 1 under their DOT number supplied to me). They do not tell you that subcontractors will be used, nor will they provide you their information or DOT numbers when asked, despite it is required of them to provide under their own Tariff. They will refuse you their damage report(s), form(s), operational procedure(s) and investigation information stating that these are all internal documents and a "Breach of Privacy"... for who? Their movers, their warehouse, their sub-contractors, their Agents...? This is actually a Breach of clear entitled disclosure and their Fiduciary Duty by way of Bekins denial and actions! This information is to be supplied based on their own Tariff and by the FMCSA and the Federal Department of Transportation, and when requested, cannot be denied… but is!
I have lost personal belongings and thousands based on having my items transported by this company. I have gone directly to the VP of Claims, John Weissert and the CEO Mark Kirschner that will not even give you the courtesy of an explanation or review of your loss or terrible experience in an effort to rectify such, even when you provide proofs and specific inquiries. I am unable to even obtain a courtesy call, nor a breakdown of my damages claimed, where by numerous items have been omitted that were even already accepted, prior to their submission of their “Final Offer of Settlement”. Even unearned freight for which I am entitled to recuperate and they are responsible to provide, has the most ridiculous calculations for items with inappropriate weights with no justification or recourse to discuss with any member of this company. Just an offer of arbitration, THE END!
They denied mediation with the "Surface Transportation Board" who offered as a neutral party to discuss this matter. The STB if for the US government that provides the outline and regulations for the Full Replacement Value Protection for Tariffs nationally. I feel that this is because, Bekins does not want to honor their provisions in their Tariff. Bekins has made no effort to honor the services as outlined in their advertisements, contract or Tariff! This move is anything, but “Worry Free”!!
This has got to be the sloppiest claims handling that I have ever seen, and given that I am a retired Licensed P&C Adjuster myself as well as a retired Excess Complex Director, I have trained many companies far larger than this one all over the US on how to perform FAIR and appropriate claims handling with discernment. Given my recognized position in this industry and certified recognized expertise in this field, I feel that I have the right to make this statement.
I have been in communication with many representatives from Bekins and have received no satisfactory results or clarifications of their Tariff or Full Replacement Value Protection for nearly a year at this time!!
I am voicing this, because by way of any endorsing of this company, such only supports their ability to take advantage of those that are unable to challenge their unscrupulous business practices. I am fortunate to be retired from a lifelong career in the insurance industry for well over 30 years, and I have the education and understanding to challenge inappropriate provisional determinations for services that Bekins / Wheaton performs, as outlined in their Tariffs. It is no easy task and even though challenged.
Bekins continues to do as they wish and offers no explanation as to why actions and decisions are made when asked. This offers the consumer limited ways of attempting to resolve their business with Bekins, when inquiries, or their explanation of how they interpret their own administration of such matters, go un¬answered. All requests, fall on deaf ears, closed eyes, and sealed mouths. As children, we all know what the reason of the three little monkeys was. The phrase is often used to refer to “those who deal with impropriety by turning a blind eye”.
I allege unfair business practices during my transaction with BEKINS, and such continues.
The purpose of my correspondence is, that during my unfortunate dealings with Bekins, and given my own vocational background, my concerns are not just for myself, but for those that do not have the benefit of knowledge in these situations or an understanding of Tariffs v. Insurance. Persons that do not have the ability to challenge business practices given either their lack of education of such topics, medical debilitations, or just the vulnerability that comes with age unfortunately, become victims to a company such as this.
A simple review on the internet would offer numerous complaints and lawsuits against these companies. Surely consumers that seek endorsement are looking for security and trustworthiness, especially during life altering transitional events. Should they suffer an event such as mine and others that I have seen... by way of any endorsement of Bekins / Wheaton’s services, they could be "trustingly leading the prey to the predators!"
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