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:12/31/2024

  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.

  I hired Forward Van Lines to move me from ***** to ******* on September 11, 2024. The representative did not tell me that he is charging for each piece of furniture. He guarteed me that the bill would be no more than $3,257. The final bill was $4,126.28 He over charged me when the furniture was delivered. The delivery workers worked hard because the storm was coming. They did not take as long to unload. I tried to settle with the company. They took (stole) my money because they had the debit card number. I tried to talk with them about the charges, they hung up.

  

  Business Response

  Date: 01/03/2025

  Dear **** *.,

  Thank you for providing us with the opportunity to respond to Ms. Vera Whites complaint. At Forward Van Lines, we take pride in delivering exceptional service to our clients and maintain an unwavering commitment to transparency and fairness.

  Background and Initial Agreement:
  Ms. White hired Forward Van Lines for a move from ***** to ******* on September 11, 2024. To ensure the accuracy of her quote and to align expectations, we conducted an in-home survey free of charge. During this survey, Ms. White explicitly stated that she and her daughter would handle all smaller items themselves, and our services would only involve moving larger furniture and specific items. This understanding was reflected in the original quote of $3,257, which was based solely on the items Ms. White confirmed for inclusion in the move.

  Day of the Move:
  On the day of the move, additional items beyond the original inventory were tendered for transport by Ms. White. This included 34 items, which were not part of the initial estimate. Our movers informed Ms. White of the additional cost required to accommodate these items, initially quoting $850. After negotiation, a discounted rate of $600 was agreed upon before the truck departed. Ms. White provided authorization for these charges.

  Post-Move Communication:
  Despite agreeing to the additional charges, Ms. White contacted our office the following day requesting further discounts. In good faith and to maintain a positive relationship, we extended an additional $150 discount. However, Ms. White continued to request more reductions, despite the labor and services already rendered.

  Detailed Efforts and Transparency:
  Forward Van Lines went to great lengths to address Ms. Whites concerns and ensure transparency throughout the process:
  Comprehensive Pre-Move Survey: We provided a free, detailed in-home survey to ensure clarity and accuracy in the quoted services.
  Communication on Additional Charges: On the day of the move, the ******* explained the additional charges resulting from the extra items. These charges were negotiated, reduced, and approved by Ms. White before services were rendered.
  Post-Move Discounts: Despite completing the additional work, we extended significant discounts as a gesture of goodwill to neutralize any potential conflict.

  Client's Satisfaction with the Crew:
  It is worth noting that Ms. White commended our crew for their hard work, particularly given the challenging conditions on the day of the move. This underscores our teams commitment to professionalism and quality service.

  Company Policy and Industry Standards:
  Moving estimates are based on specific parameters, including the list of items to be moved, the origin and destination, and other logistical details. Any deviation from these parameterssuch as additional itemsnaturally results in adjustments to the overall cost. This policy is standard across the industry and ensures fairness to both the client and the moving company.

  Addressing the Allegation of Unauthorized Charges:
  Ms. White has alleged that funds were "stolen" using her debit card. This claim is both unfounded and inaccurate. All charges were pre-authorized by Ms. White, with full transparency regarding the services provided and the associated costs. Payment was processed in accordance with standard practices and the agreed-upon terms.

  Conclusion:
  Forward Van Lines has gone above and beyond to accommodate Ms. White, including providing discounts we were not obligated to offer. Despite our efforts to resolve her concerns amicably, it appears that no resolution will fully satisfy her expectations.
  We believe that we acted transparently, professionally, and in good faith at every step of this process. The additional charges were fully justified and authorized before the services were provided. We respectfully decline any further adjustments, as the charges accurately reflect the services rendered.
  Forward Van Lines remains committed to excellence and fairness and will continue to uphold these values in all client interactions. If additional information is required, please do not hesitate to contact me directly at ************.

  Thank you for facilitating this resolution process.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22748832
  
  I am rejecting this response because:

  I was not told up front that there would be a charge for each item.  A dinninfg room set should be a table and chairs. not a charge for each chair.   There other companies that came to my house.  None of them charged for the visit, So what are they talking about, visitng for free.  I took the guy at face value, he looked me in the eye and told me the final cost of the move.  i never said the workers were bad.  They were the best face of the company. I am saying that you, Van Lines, unjustly took money that they should not have.  On delivery date, there should have been an adjustment.  Yea the storm was upon me but I didn't give you the right to go into my account and take money without my permission.  In fact, the CEO of the company refused to talk with me.  There were numerous calls made on October 7 to speak with him or her.  Today is January 3, 2025 and I have yet to speak with him.  I am saying that I was over charged and they know it.  They had my money and my property.  However, that didn't give them the right nto do what they wanted.

  It is always fair  to treat people right.  Small boxes were not sent to them.  To be fair, they should have said a flat price and we would not be here today, don't charge me for each item.  They wanted money and more money.  I had to leave the house and they knew that.  The additional charges were sprung on me on the day of they move.  They knew what they were doing.

  God has a way of working things out.  At this point if you feel that you are correct, keep the money.  Just remember what goes around eventually comes back around.

  Sincerely,

  
  **** *****

• Initial Complaint

  Date:10/22/2024

  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.

  I hired Forward Van Lines in April 2022 to handle my relocation from **********, ** to **********, **. Since I hadnt yet secured my new home, I arranged for my belongings to be stored with Forward Van Lines for what ended up being over two years (April 2022 to August 2024). During this period, I paid monthly storage fees, and upon delivery, I paid the remaining delivery fee, amounting to over $9,000 in total.Upon delivery in August 2024, I discovered that a box containing valuable artwork, including an original **** ****** piece valued at over $5,000, was missing. I immediately contacted Forward Van Lines for an explanation. They were not able to provide any information on what happened to the box and could not furnish a copy of the proof of delivery. Despite multiple attempts to resolve the issue, Forward Van Lines stopped responding to my inquiries altogether.The companys complete lack of accountability, failure to deliver all of my belongings, and refusal to address the missing items is unacceptable. I have had to resort to filing chargebacks through my credit card company to recover what little I can. I do not recommend Forward Van Lines or ****** Moving and Hauling to anyone who values their possessions or expects professional service.

  

  Business Response

  Date: 11/05/2024

  We regret to hear about the dissatisfaction expressed by Mr. ***** and would like to clarify our position and efforts in addressing this matter. We take all feedback seriously and aim to resolve concerns within the framework of our company policies and federal guidelines.
  At the time of delivery, Mr. ***** signed the delivery paperwork, which confirmed receipt of all items. No annotations were made on the paperwork to indicate that any items were missing. Our delivery agents ensure customers have the opportunity to review their belongings upon delivery to confirm everything is accurate. In this case, Mr. ***** signed the paperwork without noting any missing items, thereby confirming that all belongings were received as expected. This process is standard in the moving industry to ensure all parties verify the delivery as complete at the time of service. Our records show that the delivery paperwork was signed, and no missing items were reported at that time. The first mention of a missing box occurred one month later. In cases of missing or damaged items, federal regulations provide a clear claims process, allowing customers to file a formal claim.
  While we understand that filing a claim may seem like an extra step, it is the established method for resolving such matters. Despite our encouragement to pursue the claims process, Mr. ***** has opted not to do so. Instead, his actions on public platforms raise concerns about the accuracy of his claims and suggest he may be seeking resolution outside the terms of the agreement. Additionally, by initiating chargebacks on payments already made, it appears Mr. ***** is attempting to recover funds for personal gain. Given these actions, we believe this claim is unsubstantiated and misleading, as it disregards both the contractual agreement and the proper channels for dispute resolution.
  We would like to reiterate that we are committed to supporting Mr. ***** through the claims process should he decide to proceed. We understand his frustration and are prepared to assist him in navigating the claims procedure. We remain dedicated to addressing legitimate concerns through the appropriate channels and are fully prepared to guide him through the claims process if he chooses to move forward.
  We are eager to resolve any concerns through the proper procedures and are available to assist Mr. ***** with filing a claim regarding the missing item. Our team values transparency, accountability, and fairness, and we hope that, with cooperation, this matter can be resolved in accordance with the terms of the agreement. 
  
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22457883
  
  I am rejecting this response because: Forward Van Lines has already admitted, in writing, that they do not have possession of and are therefore unable to provide any evidence of a signed delivery document by me. I've asked the for that multiple times -- to confirm the box that's missing was on the signed document. Unfortunately, they claim to have lost that document too. I've attached that correspondence.

  I welcome Forward Van Lines to provide me with a copy/scan of any signed delivery document. Until then, I maintain that they lost, or stole, my artwork.

  Sincerely,
  
  ****** *****