Complaints

This profile includes complaints for Venture Van Lines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Venture Van Lines

  1 S Centre St Merchantville, NJ 08109-2213

• 

  Venture Van Lines

  132 Kings Hwy E Ste 103 Ste 103 Haddonfield, NJ 08033-2008

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:12/27/2024

  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.

  I hired Venture Van Lines on December 10 for my cross-country move. They promised the quote would be cheaper than uHaul. They said I would pay in 3 installments: a $619 deposit over the phone to secure the move, $612 at pick up, and the last $612 at delivery. The day before pickup, they called asking for additinal momey, bringing the total to $950. When the mover arrived, it was a guy with a pickup truck and a trailer. He then quoted me double the price I had been told (almost 3k, IN ADDITION to the $950 I had already paid). It was also a completely different company, as Venture Van Lines is only a broker. They would only accept cash, and they had not seen any money yet as Venture Van Lines does not pay them. After they took our things, they disappeared. We cannot get a hold of anyone to try to figure out what happened to our things. The moving company did not provide us with any paperwork, and Venture Van Lines says they have no access or ability to tell us what moving company took our things. They say it has nothing to do with them. They also say I cannot report them or say anything bad about them because it was in my contract with them.

  Business Response

  Date: 01/07/2025

  We are sorry delays have come up with the move, but your belongs are not lost.  With the holiday, timelines for delivery have been pushed off.  We never said we do not have access or ability to your things, but we have to request an update from the carrier in order to give you an update.  Our price is based on the size of your move, which was states multiple times.  The reason for the increase cost was due to extra space being needed.  As for the the extra charge before pick up, you stopped this payment and it was never paid, so counting that in the cost you spent is not true.  You told us that you kept the original quote and did not add anything to the move, so unless you lied to us in order to withhold payment, the $3,000 does not seem true.  *********** as a broker is to provide a licensed carrier to your move, which was completed.  We have been communication with you throughout the process and trying to do all we can to get your items delivered. We are going to reach back out to the crew and get an update for you and assure that you will receive your belongs. 

  Customer Answer

  Date: 01/07/2025

  Complaint: 22737326
  
  I am rejecting this response because it contains several inaccuracies and fails to address the core issues of my complaint:
  
  1. Misrepresentation of Communication:
  Venture Van Lines claims they have communicated with me throughout this process. This is untrue. For weeks, I attempted to contact your company, and my calls and emails went unanswered. Your team only re-engaged after I filed a police report and complaints with federal agencies.
  
  
  2. Failure to Provide Documentation:
  I was not given any documentation at pickupno contract, bill of lading, inventory list, or receipts. As a broker, you are required to ensure your contracted carriers comply with federal moving regulations, which clearly did not happen. The only documents I have came directly from you at booking, which the movers rejected and said were invalid. Yet, they did not give me anything else.
  
  
  3. Incorrect Claims About Cost and Space:
  I reduced the number of items I moved in half because the carrier attempted to double the cost to $3,000. I agreed to stick to the original quote of $1,600 by moving fewer items. No additional charges were approved or documented by me.
  
  
  4. Failure to Deliver Within the Promised Timeline:
  Delivery was promised within 3 days, with a maximum of 2 weeks for delays. It has now been 24 days. Blaming the holidays does not excuse your failure to meet these obligations, especially when no updates were provided during this time.
  
  
  5. Contradictory Statements About Access to My Belongings:
  You stated in your reply that you have access to updates from the carrier, yet your representatives told me previously that you had "no ability" to provide updates and that the carrier was unreachable. These inconsistencies suggest negligence in overseeing the process and communicating with your clients.
  
  
  
  Your company has failed to uphold its responsibilities as a broker by:
  
  Allowing unprofessional conduct from your contracted carrier.
  
  Providing inconsistent information about costs and delivery.
  
  Violating federal regulations regarding proper documentation and delivery timelines.
  
  
  This response does not adequately address the stress, financial hardship, and emotional distress caused by your mishandling of my move. I will continue to escalate this matter through federal agencies, law enforcement, and legal avenues as necessary.
  
  Regards,
  Ishtar *******

  Business Response

  Date: 01/07/2025

  You have spoken to our customer service team multiple times throughout the process.  Again we are not able to provide an update unless we receive the update from the carrier.  We have provided you with their contact information as well, in a hope to help and assist you with the process.  We have not received any police report or federal complaint, so saying we only reached out once you did that, is not true.  *** has spoken with you on numerous occasions, as well as, numerous times on some days. You stated in your original complaint that you were charged $3,000 for the move.  Now, you are stating that you were not charged the $3,000.  We did not pick up your belongs, so we do not have copies of the pick up contract or BOL, but we will get those and email them over to you once the carrier sends them to us.  Our cost is based on the space, at pick up more items were needing to be moved so the cost increase.  The crew cannot move ore items and space without charging for the space.  We did not guarantee any drop-off windows.  With the *** we cannot.  We can give estimates, which we did, but promising drop off in 3 days did not happen.  We have access to the carriers to request updates but do not have day to day updates, stating we have "no ability" is not correct and Iam not sure who you spoke to that would have said that but that is not correct.  We have requested updates from the carrier every time you reached out and they were locking the timeline in. 

  The reason for the delay (just received from the crew) is because they were told that you were not able to make the payment at drop off.  They also stated you attempted to dispute the payments already made to them.  For this reason the move must be paid for or the items go into storage until the payments are made.  ********* is not going to do work for free, when all paperwork has been signed at pick up.

  We understand that this process is very stressful, and we have been doing what we can to help resolve the problems and get you updates.  

  Customer Answer

  Date: 01/07/2025

  Complaint: 22737326

  
  

  I am rejecting this response because it contains multiple falsehoods and fails to address the core issues of my complaint:

  
  

  1. Fraudulent Paperwork:

  Venture Van Lines emailed me the supposed paperwork for my move, and as I suspected, it is fraudulent. The documents were not filled out by me, and the signature on the paperwork is not mine. There are also inconsistencies with dates, numbers, and penmanship. To reiterate, I NEVER signed any contract or agreement with the carrier, and no legally required documentation (such as a Bill of Lading or inventory list) was provided to me at pickup. The fraudulent paperwork highlights your failure as a broker to ensure proper documentation and compliance with federal regulations.

  
  

  2. The 3-Day Delivery Window:

  While Venture Van Lines did not guarantee the 3-day delivery window, the carrier (Kasongo Movers) explicitly stated this timeline to me. Regardless, my belongings have still not been delivered over 24 days later. Furthermore, I had no paperwork, contract, or details about the carrier, which is why I called Venture Van Lines customer service repeatedly to obtain this information.

  
  

  3. Lack of Communication and Misleading Information:

  Your claim that you provided me with the carriers contact information is misleading. After numerous attempts to get this information, I was eventually given an incorrect name and a phone number that was disconnected. Even the driver from Green Movers confirmed that he, too, could not reach the company because the number was disconnected. Your failure to provide accurate information left me unable to resolve this issue for weeks.

  
  

  4. False Claims About Payment and Charges:

  I have already paid the full amount of the original binding estimate ($1,600$619 to Venture Van Lines and $1,000 to the carrier). The additional $992.50 demanded by the carrier is unjustified and illegal. I did not authorize or sign any agreement for extra charges, and I reduced the number of items being moved to stay within the original quote after the carrier attempted to increase the price to $3,000.

  
  

  5. Negligence as a Broker:

  As a broker, Venture Van Lines is responsible for ensuring the carriers it contracts with comply with federal moving laws. Your failure to ensure proper documentation, accurate communication, and timely delivery has caused me significant financial and emotional harm.

  
  

  This response fails to take accountability for the ongoing problems and does not address the fraudulent paperwork, lack of communication, or illegal demands for additional payment. I will continue escalating this matter with law enforcement, the *****, and federal agencies until my belongings are delivered and this situation is resolved.

  
  Regards,
  
  Ishtar *******

  Business Response

  Date: 01/09/2025

  You are correct, we are responsible to resolve ongoing issues, which we are trying to do.  From our end of things, you are saying you did not sign, the carrier is stating that you did.  We were not there and can only go off the information we are given fro both parties.  From what we are being told the delivery was held up do to payment not being made a a dispute put on the already made payment.  The crew will not complete the move and service for free.  We are looking further into this situation to assure everything i going as planned and that the move is completed as quoted.  Again, we understand the hardship that this has brought on, but we are receiving to different stores and need to investigate further to assure we are going about it correctly. 
  

  Customer Answer

  Date: 01/09/2025

  Complaint: 22737326
  
  I am rejecting this response because it is not a he said, she said scenario. The facts are clear, and the evidence supports my claims.
  
  1. Fraudulent Paperwork:
  The paperwork you emailed me is blatantly fraudulent. The signatures and dates are inconsistent, and the math doesnt even add up correctly. This is not a matter of interpretationit is clear evidence of fraud. Furthermore, I was never provided with this paperwork or any documentation at pickup, which is a violation of federal moving regulations.
  
  2. Delivery Experience:
  When the person who supposedly had my items showed up at the house, he refused to open the trailer to confirm whether he even had my belongings. He gave us only two minutes to hand over $1,000 in cash, then fled when we refused. To this day, I do not know whether my belongings were in that trailer or where my items are currently located.
  
  3. Misrepresentation of Payment Disputes:
  Your claim that the delivery was delayed due to non-payment or a payment dispute is false. I have paid the full amount of the original binding quote ($1,600$619 to Venture Van Lines and $1,000 to the carrier at pickup). The additional $992.50 being demanded by the carrier is illegal because I never signed any agreement authorizing extra charges.
  
  4. Responsibility as a Broker:
  As you acknowledged, Venture Van Lines is responsible for ensuring that its contracted carriers comply with federal regulations and handle moves professionally. Instead, the carrier you hired (******* Movers) has engaged in fraudulent, illegal, and unprofessional practices, including:
  
  Falsifying paperwork.
  
  Failing to provide required documentation at pickup.
  
  Threatening to hold my belongings hostage for additional, unjustified payments.
  
  Refusing to confirm whether they even have my items.
  
  This response fails to take accountability for your role in hiring and overseeing ******* Movers, and it does nothing to resolve the issue. To date, I have no confirmation of where my belongings are, whether they are safe, or when (if ever) I will receive them.
  
  This is not a matter of two different stories; the facts and evidence clearly demonstrate negligence and misconduct by ******* Movers and your failure to oversee them as a broker. I will continue to escalate this issue with law enforcement, federal agencies, and legal avenues until my belongings are located and this matter is resolved.
  
  Regards,
  Ishtar *******
  

• Initial Complaint

  Date:10/08/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  We contacted Venture Van Lines about our move from ******* to *****. My husband talked to "Travis" and told him we needed a 26ft moving truck for our move. Travis told my husband that was no problem and gave us a quote over the phone. Travis emailed a contract that included "300 cubic feet" and an invoice for $622.00 down payment. We signed the contract, and paid the deposit. I was skeptical about what 300 cubic feet actually was, since I am not in the moving business and do not truly "see" what 300 cubic feet actually is. My husband tried to call Travis back and could not reach him so he left a message. My husband tried everyday from 09/12 to 09/25 to get in touch with someone. He finally got in touch with a female "Sam" who apologized that no one had gotten back to us and assured us she would have someone reach out. We NEVER GOT A CALL FROM ANYONE. Two days before our move, we received a call about purchasing cargo insurance. We purchased the insurance for $368.00. Directly after that phone call (within minutes) we received a call from Terri to verify how much stuff we had to move. This was 2 days before our scheduled move. Once we told Terri what furniture etc. we had, he advised us our moving quote was now $7100 and not the $1820 that we were quoted. This is a classic bait and switch scam. We were also not aware that this is a freight broker. They did not tell us they would be contracting these services out to someone else. They misrepresented themselves as a moving company. I have attached all of the documentation I have. I cannot print the bill of lading as that is no longer available as an attachment in my email.
  
  I would like my $632.00 back from this company expeditiously! This is the classic bait and switch scam. In reading others reviews, this is happening to many other people.

• Initial Complaint

  Date:08/08/2024

  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.

  Hired company for a long distance move 400 miles. They estimated my inventories items would cost $4K and collected a 1400 deposit. The movers came and said my inventory was going to be more and wanted an additional 2k. I had no choice to pay the additional monies and proceeded with the move. My items did not arrive for 3 weeks and were damaged because the items were moved from storage to storage for no reason. When the items were going to be delivered I was told they need an additional 1200 for a shuttle fee. I negotiated it down to 500 because I needed my furniture and clothes. I am still trying to recover a settlement I made with the movers which they will only pay 400 for my damaged items and damage was at least 7K and have yet to receive. The Broker is Venture Van Lines LLC who used the carrier, Load ******** who used M&R Expedite Mover and ************ This was a bad experience and terrible business to conduct in attempts to coarse as much money as possible out of consumers. Part of a moving scam. Beware of this broker and moving company.

  Business Response

  Date: 08/23/2024

  We are sorry you feel as if you have been scammed, that is not the case.  As you stated, the crew that arrived stated there was more items and space needed than originally quoted.  They cannot move more items for no additional cost, which explains the increase.  At this point, you have the option to move the exact quote you started with and leave items off the truck, or pay for the additions.  We are not sure the exact reason for the long carrier charge, but will look into what we can on our end.  As for the damages, this is to be taken up with the crew that completed the move, we can help get in contact with them, but and claims must go through them.  Again we are sorry things did not exactly as planned, but we are here to help sort things and assure you are taken care off. 

  Customer Answer

  Date: 08/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/17/2024

  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.

  I was contacted by ****, to provide moving service. We agreed on 1601. For a 2 bdrm move from ********,** to ******* Ga. I provided inventory of 2 bdrm apt. There would be 20 boxes and furniture including 3 lge TVs which I was instructed to get tv boxes from *********** 2 queen so beds sets mattresses, washer/dryer, sectional sofa dining rm set with 4 chairs, recliner, armed chair, 3 small tables, artwork, and several miscellaneous items. The movers parked across the parking lot and I asked why they didnt pull in front of the apt 3 times. I did not get close to the truck because they had a Doberman dog with them. I was informed that both movers were on probation. When they finished, they said the bill was over 7000. And to contact **** because they didnt want to go to court. They said they would be back the next morning to pick up the rest of the items for ****** I had to hire 2 men rent a truck and storage to put these items in. Meanwhile, ***** phone was disconnected over the weekend and he blocked my number on Monday. He continued to answer calls from other numbers. I started receiving calls to pay for 2500. To satisfy half of what I owed to get furniture delivered. Then *** started calling for money. I was told I was not getting my furniture and he was told I wanted to discard my furniture so as not having to pay for storage. Not true! My calls have been ignored. I most recent was told by *** that my belongings were in ******** SC. The movers told me my things had been delivered to a warehouse in *********. *** kept repeating why would I pay someone else instead of paying them to deliver. Lastly I was sent a release to sign and get notarized to release 34 of my items. Missing are 3 TVs mattresses washer and dryer art work and the rest of the 79 items they said I owed for. I am 70yrs old moving here to be close to ******* program where I am being treated for lymphoma. I am on a fixed income and cannot afford to replace items and family photos. Pls help!

  Business Response

  Date: 05/28/2024

  We are sorry to hear the issues that have risen during the move.  We are going to reach out to the carrier to see what can be done to sort this out, but this is more an issue that needs to be taken up with the carrier assigned.  We will be looking into as much as we can on our end to hep get answers and to solve the problems at hand.  We hope this can be fixed as soon as possible for you.

• Initial Complaint

  Date:04/09/2024

  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.

  Our move was from San ***** ** to *********** **. Reference # U4904630. Truck picked up our belongings March 8th. We paid to have the items unpacked and put in each room.on delivery, Driver was alone. Had to hire locals to help unload in rain and snow. They forgot to put my 80 flat screen TV on the truck. The driver let me speak to shipper on his phone. They admitted to the mistake. Said driver had second run n 10 days and would bring it. That was two weeks ago. We left messages to broker *********************** at ************. No response. Emailed the company. No responce. Called and texted driver. Aibek ************. Hes blocked my number. Texted agent who picked up our items. Klim ************. Claims he doesnt work there anymore. Called shipper who dispatched the trucks. ************. Answered phone like I disturbed his dinner. Said hed call driver. Never heard back. Paid almost 10k total for this move. Now nobody will return our calls. They damaged an antique display cabinet, a living room table, a bed frame, and lost my TV, and a 40 glass table top. The agent who brokered it, ***********************, promised a lot, delivered nothing. Now he wont even pick up the phone. We had originally called ********************************* at **************. And it routed us to ***** at Venture van lines. These people are crooks. They dont care about making anything better. The driver made me sign all forms and Zelle final payment before he would even open the truck. I can not begin to express my anger and frustration. Please help.********************* ************ ************************************************************************************.

  Business Response

  Date: 04/10/2024

  We are sorry to hear you are having issues with you move.  We have looked into our database and do not have any move connected with your name.  The reference number provided also does not match the reference numbers we are current at.  We are based out of **********, and there there is another Venture Van Lines based in South *******.  If I had to guess there is a mistake in who you moved with being that it was not **.  Please check the *** number on the quote to assure you are making a complaint with the right company.  

• Initial Complaint

  Date:02/07/2024

  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 Venture Van Lines on December 1 of 2023 for a move from ********* to ************** . On January 5 2024 they picked up my items from ********* Right Storage after I received a phone call from ***** stating I owe ****** But I stated I didn't have ****** So instead I cash app ****** which I recieved notice that they received it. But before that I cash app *************************** ****** on December 1 to begin the process. I was told my items were placed on the truck to begin my delivery in ******** that was January 23 Then when I didn't receive my items on January 23rd and called when I finally was able to get through this morning ******** and I was told I received my items by January 3rd because of the snow we were having February 3rd that's coming on I've called numerous times still to no avail I have been told all kinds of reasons in that ****** is my carrier and I have never spoken with and I have never been able to reach him to this date.

  Business Response

  Date: 02/08/2024

  We are sorry to hear you are unsatisfied with the services provides.  The information provided does not line up with what have on our end.  To started, we do not, and have never collected a deposit payment via Cashapp.  This was done through a credit card charge, that was approved.  This move was also booked on November 1st with a pick up of December 4th/5th and was so we are not sure where the start of January 23rd comes from.  We will have someone reach out as soon as possible so we can all be on the same page and get this taken care of accordingly. 

• Initial Complaint

  Date:12/25/2023

  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.

  The movers never showed up

  Business Response

  Date: 01/02/2024

  We are sorry for the delay with pick up. As stated in our contract, which was signed, the pick up dates are an estimate.  We do our best to schedule the pick up on the date selected but delays are common when it comes to interstate moving.  After speaking with the carrier assigned regarding what happened with the no show, they stated they reached out to give the pick up ETA and were told to cancel the move.  Our service was to provide the customer with a licensed interstate mover, which was done.  There is no refund available at this time.

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 contacted Venture Van Lines 7/7/23 regarding a moving estimate from ** to **. I spoke with their representative *************************** at length, covering the few items that would be moved. He sent an estimate via email of $2087.05 and requested a deposit of $883.71 to be paid ONLY by bankdraft and could not accept credit card payment. The pick up date was to be 8/16-17/23. I e-signed the estimate and sent the bankdraft. ****************** called 7/10/23 to tell me I needed to re submit the deposit due to a mistake in the billing office. He assured me it would not be submitted twice. I sent another bank draft and e-signed again. When I asked him if there would be a problem in changing dates should my home sell and require my presence for closing, he said no problem. Circumstances did change in the sale, requiring me to stay much longer in **, so I sent a request 7/28/23 via e-mail to cancel the move. I did not receive any refund or correspondence. After several follow up calls which were ignored, I eventually reached someone who explained the request would be sent to billing. Nothing came of that. More calls and same results. Contacting billing directly through email resulted in more checking into it replies. Their website states over 30 years of business, that they do accept credit cards and there is a refund of deposit when notified of at least 10 days prior to pick up. Contacting anyone at Venture Van lines once they have your funds is challenging since they only have a ****** voice account and it often rolls to an answering service. Calls are not returned necessitating continuous follow up calls all resulting in same answer that they are looking into it. I am merely requesting return of my deposit of $883.71 which was requested within their timeline and policies.

  Business Response

  Date: 10/17/2023

  Hi *****, we do indeed accept credit cards in addition to bank draft. We do see that you agree that you were only charged once as assured when correcting the account information on the bank draft. We are checking the status of your refund request with the billing department and they will reach out to you with a resolution ASAP.

  Customer Answer

  Date: 10/17/2023

  
  Complaint: 20733131
  
  I am rejecting this response because:  This is the same response I received every time I contacted them- that it would be sent to billing for review and refund.  They need to refund the full amount of deposit as requested and as outlined in their policies.  They have with held the deposit now since my first request made in July.  It has been 3 months with no results from billing even sending emails directly to billing produced no results.
  
  
  
  Regards,
  
  ******************* Charter

  Business Response

  Date: 10/23/2023

  Hi *****, in accordance with section 5 and section 6 of your contract with us, the deposit has been deemed non-refundable. However, if you do choose to move in the future, we will be able to apply the deposit on file with us to a future move.

  Customer Answer

  Date: 10/24/2023

  
  Complaint: 20733131
  
  I am rejecting this response because:

  AS PER THEIR WEBSITE:  *****************************************

  8. IF ELECTING TO CANCEL YOUR MOVE WITH Venture Van Lines LLC, WRITTEN NOTIFICATION MUST BE SENT TO *******************************. WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 10 BUSINESS DAYS PRIOR TO CUSTOMERS FIRST SELECTED AVAILABLE PICK-UP DATE. CANCELLATION REQUESTS RECEIVED WITHIN 10 BUSINESS DAYS PRIOR TO CUSTOMERS FIRST SELECTED AVAILABLE PICK-UP DATE WILL RECEIVE A FULL REFUND, MINUS 10% DUE TO INCURRED MERCHANT FEES. IF YOUR REQUEST TO CANCEL IS WITHIN 10 BUSINESS DAYS OF YOUR FIRST AVAILABLE PICKUP DATE, THE DEPOSIT IS NON REFUNDABLE.

  I met this requirement with an email cancelling move more than the required 10 days prior.  ALSO -every time I was able to talk with a representative I was told the request was being sent to billing.  If advertising they return deposits when cancelled and then slipping a line in after signing that says it isn't returnable - this is a bait and switch.  What I was told verbally was at best misleading and at worst a lie to cheat customers out of deposits.  Also I was told they only accept bank drafts and now I see they DO take credit cards!  Apparently they prefer to get the cash deposit in order to avoid credit cards backing their customers and obtaining the refund. 
  
  
  
  Regards,
  
  ******************* Charter

  Business Response

  Date: 10/31/2023

  Hi *****, the cancelation policy on the website is outdated and the cancelation policy in your signed estimate is accurate. However, since we did not update the cancelation policy on the website I am re-submitting this to the billing department with the information you provided. Thank you for pointing out the policy on the website so we can rectify the situation with you. 

  Customer Answer

  Date: 10/31/2023

  
  Complaint: 20733131
  
  I am rejecting the choice of complaint resolved which would close the case based solely on their word of sending this to billing again.  I will wait until Venture Van Lines returns my deposit before agreeing to close the case. 
  
  Regards,
  
  ******************* Charter

• Initial Complaint

  Date:09/22/2023

  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.

  August 11 2023. I paid Venture Van Lines $633.00 Deposit to Moved me. I found out later that I couldn't move because the Person have to move. I Contacted Venture Van Lines on Several Occasions, plus Email, Text, and Certified Letter. They never Call or Anything. I explained the Situation to them. I had to renew my Lease, pay Penalty, and Rent Increase.

  Business Response

  Date: 09/25/2023

  Hello *******, we have a note from 9/14 that you spoke with *** and put your move on hold because your original moving plans fell through. There must have been a miscommunication if you were attempting to request a refund. We have it filed that you will be reaching back out to us when you determine where you will be moving. 

  Customer Answer

  Date: 09/25/2023

  
  Complaint: 20644416
  
  I am rejecting this response because:
  I never told Venture Van Lines about any hold on moving. I sent them an email stating that I want a refund because I have to Renew my *********** pay Penalty, Rent Increase etc. I told them that I can't move to the location because the Tenant have to move.
  
  
  Regards,
  
  ******* ****

  Business Response

  Date: 10/09/2023

  Hello *******, we apologize that customer service did not properly communicate to you what the "hold" on your move was about. Since you were not within your refund period, customer service put your move on a courtesy hold in case you decide to move within the next 365 days. We are sorry to hear that you had to pay a penalty to your landlord and sign another lease, but your personal affairs are not within our control. If you do decide to move with in the next 365 days, please reach out to us and we are happy to apply your previous deposit to any upcoming move. 

  Customer Answer

  Date: 10/09/2023

  
  Complaint: 20644416
  
  I am rejecting this response because Venture Van Lines never consults with me concerning this matter. They screaming my Calls. I call several times and no one answered. They waited until my ************************************** I even sent a Certified Letter to them. They didn't sign the letter, because I never received a Copy back. Thank U 
  
  
  
  Regards,
  
  ******* ****

  Business Response

  Date: 10/17/2023

  Hi *******, again we apologize that you had to cancel your move. We assure you that if we had received certified mail, we would have signed for it. We do not reject certified mail. You were not eligible for a refund at the time of cancelation. If you decide to move in the future, we are happy to apply your previous deposit to a future move.

  Customer Answer

  Date: 10/18/2023

  
  Complaint: 20644416
  
  I am rejecti response because :
  The Company is full of it. I call many times and they scream their calls.The Certified Letter never came back signed. They never answered my Calls.
  
  T
  Regards,
  
  ******* ****

• Initial Complaint

  Date:08/03/2023

  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.

  On July 27 I contacted Venture Van Lines to move my elderly handicapped sister from her retirement home in *********, ** to *******. Venture gave ** a quote based on a one bedroom condo. When the driver from *** Logistics arrived on July 31 to move everything they loaded 3/4 of my sisters items into their truck and then said there was to much and it was going to be $1,500 more. They saw how much was in the condo when they were initially packing everything and then once they had 3/4 of it hostage they said it was too much! I told them we were not going to pay the extra because we had a contract and price. I asked them to remove our items from their truck and they refused and said it would be $1500 to remove the items and they left and said we could collect the items in their facility in ************ and still pay them $1500. We had to make other arrangements to move my sister out on the 31st which costs us $2,000. This is just a BIG scam and I hope nobody else gets swindled by them!

  Business Response

  Date: 08/04/2023

  Hello,

  Please provide original estimate/contract from **. Or the reference number of the move in question. We do not have record of that name in our system. You may have ** mixed up with a different company. Please provide further information so we can get this resolved. 

  Thank you