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:07/17/2023

  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.

  I contacted this company in June in reference to picking up furniture in ******** and delivering it to **** ************** at the time of conversation I had given the company $663 as a down payment they were to pick up equivalent to a 10 foot box truck of items I gave a full description of everything that was prepared and ready for them to pick up. Everything was good when they got to the location they told me that I did not pay for enough space I spoke with the higher up executive at the office in the process of trying to get my furniture onto the truck. They requested $1200 more of my money before they even began the process they had indicated that I only signed up for 238 cubic ft of space which is absolutely absurd because who would use cubic feet to move a large amount of furniture so I paid them while on the phone more money to load . were to arrive on June 29 they did not get to my sons house until June 30 4 1/2 hours at that location while I spoke with higher-*** at the office. They argued with me and hung up the phone on me 4 1/2 hours later they notified me via email that they were completely packed and on the road I was told that my furniture would be here on Saturday. I contacted them and they indicated that I would not be getting my furniture within 7 to 14 business days which was never indicated to me at the time of the signing of this contract. I was given dates of pick up and I was given dates of delivery. Hence the reason why we takeoff work and make the arrangements for this to be possible, since June 30 I have been calling that company every day leaving voicemail messages on any phone number. I can find nobody is returning my calls since the day they picked up my furniture in ******** I have paid an extensive amount of money above what I was contracted for and still have had no contact with the company they have my furniture still I do not know where they are and nobody is returning my phone call , at this point, I do not know what to do if somebody could please help me

  Business Response

  Date: 07/17/2023

  Hello *****, you signed the contract for 286 cubic feet as agreed by the inventory of items you provided us. When the crew arrived, there were more items than were provided to us on the original estimate, which is the reason for the price increase. The bill of lading states that the carrier has 21 business days for delivery. We will ensure the carrier fulfills their contractual obligation of the 21 business day window. The direct number to the carrier for delivery updates is ************. Rest assured your items will be arriving soon.

• Initial Complaint

  Date:07/11/2023

  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.

  This company Venture Van lines is a rip off . They under estimated the pick of my furniture. They start by asking what all is being shipped but that does not matter. What really matters which is what they don't tell you, which is the square footage. Even though I gave a 1 bed 1 bath apartment description with all the items being shipped the *** was only 330 SF in the shipment paperwork. The average 1 BD is ***** SF! Then when the driver gets there that is when real rip of begins. The driver will say sir the type of items don't matter you only have room for your bed and a couple of boxes. if you want the Sofa and other items it will be $**** more. I have read multiple reviews from other victims and I will ensure I do not stop until this company stops ripping people off. So incase anyone missed it! 300-SF is small studio. That's how they get you too book at the lesser rate and then leave you stranded if you cant pay the **** upcharge once they arrive. I am furious that I did not read the reviews on this company. This is a common practice and now they are holding my bed room set hostage. Because my estimate of square footage was 300SF.

  Business Response

  Date: 07/14/2023

  We have no record of servicing you. You must have moved with Venture Van Lines out of *******. We are a completely separate and unrelated company. We're sorry that you had a bad experience with another company.

• Initial Complaint

  Date:07/05/2023

  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.

  Received quoted price, conditions did not change from discussion, charged more than agreed in "estimate" after 1st carrier arrived and wouldn't take the job. The 2nd carrier arrived and then immediately up-charged $600. When I tried to call Venture I was sent to voice mail. After repeated attempts I made contact but was told that I had to negotiate with the carrier. I requested to cancel but Venture would not refund my deposit. Opted to pay the extra money. It turned out ******* did not have the expertise to handle the single item contracted to move (pool table). I am left with a mess and $2200 spent. It looks like now have to hire another company to complete the move Venture was hired to do.

  Business Response

  Date: 07/14/2023

  Hi *****, please give us a call so we can resolve this for you.

• Initial Complaint

  Date:06/12/2023

  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.

  Requested to move, got a call, got a decent quote, put a third down as requested. *** was very responsive until I put the money down then disappeared. Move plans changed and requested refund of my deposit (allowed per the contract i signed) via text. He didn't answer for one week, messaged again, finally answered and he stated he would get the refund together. This was more than a month ago, and I have since received an email about my bill of lading (which I again said no, I am waiting for a refund with no response x2 weeks). Called customer service, goes to a ****** voice account with no response. I am pretty sure my deposit is gone to this company that doesn't communicate/keep in touch/respond in any meaningful way unless they are trying to get your money.

  Business Response

  Date: 06/12/2023

  Hi ****, we have no record of you trying to reach us. Please give us a call at ************ to discuss your options.

  Customer Answer

  Date: 06/22/2023

  
  Complaint: 20174058
  
  I am rejecting this response because: Called twice, first time got a human who forwarded me to refunds which went to a voicemail after 15 min on hold.  Left voicemail.  Called again, this time it went to a ****** voice number which took me to another voicemail that said that customer service was unavailable and to leave a message.  Left a message.  Thus far no response and this was definitely a similar result of what happened when I tried to call before as well.
  
  Regards,
  Runa Sarma

  Business Response

  Date: 06/27/2023

  Hi Runa, we have no record of your phone calls but we will have customer service reach out to you today.

  Customer Answer

  Date: 06/28/2023

  
  Complaint: 20174058
  
  I am rejecting this response because:
  No one called, had my phone on me the whole day. 
  
  
  Regards,
  
  Runa Sarma

  Business Response

  Date: 06/29/2023

  Hi Runa, our records indicate our customer service team reached out to you at 2:43pm. Please call us back at ************.

• Initial Complaint

  Date:05/22/2023

  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.

  I hired Venture Van Lines in December 2022 for a March 2023 out of state move from Virginia to *******. The original estimate was for 356 cubic feet. During my final inventory conversation with Venture prior to my move, they stated my items would require more space than originally planned. I paid Venture an additional $559.72 on 3/10/23 for a total of 500 cubic feet reserved on the truck. Upon arrival of movers on 3/16, (Blue Diamond Movers) contracted by Venture, driver advised the contract was for only 356 cubic ft. I advised the driver of the additional space purchased and he said the office was probably working it out. When calling Blue Diamond to inquire about my delivery, they advised my balance was more than expected due to an overage of the 356 cubic ft. When informing them I purchased more space with Venture prior to pick up and providing them a copy of the updated paperwork, Blue Diamond said they would not honor it and the driver would be outside of my house on 3/31 and I have 30 mins to pay my balance with them of $1324.70. If I did not pay within 30 mins, they would leave with my items and charge me extensive fees. I had called Venture during this time, and they stated it was fixed. Per **************** was not. I had no other option to pay the balance as I needed my things and could not afford additional fees. Upon delivery on 3/31, a majority of my items were damaged. I have repeatedly reached out to Venture for a refund of the additional space purchased and not honored by the company they contracted to move my items and information on how to file a claim for my damages. I am not getting responses and was told they were looking into it when they replied on 4/26. Follow up sent after with no response. I am requesting a refund for the additional space purchased and would like info on how to file a claim for my damages. I've attached a detailed timeline as well as the original estimate and updated estimate.

  Business Response

  Date: 06/02/2023

  Hi ******, we are waiting on ************ to send us your Bill of Lading for review so we can help you resolve your cubic footage dispute. As far as insurance claims for damages, that coverage will go through Blue Diamond. Their office number for claim information is ************. We have asked them to send you the claim information as well. We're very sorry to hear you're unhappy with your services and we're working to resolve things for you as soon as possible.

  Customer Answer

  Date: 06/08/2023

  
  Complaint: 20088666
  
  I am rejecting this response because:
  
  The number for Blue Diamond Claims is not valid. Receive a message each time stating the number cannot accept calls at this time. No one from Blue Diamond has reached out to provide info on claim filing. In regard to the refund request for additional space paid for but not honored, no one from Venture has reached out to me with any updates. I still have not received a response to the multiples email requests sent previously requesting an update. This response from business is not acceptable.  
  
  Regards,
  *****************************

  Business Response

  Date: 06/29/2023

  Hi ******, here is an alternative number for Blue Diamond for the insurance claims: ************. Please send us a copy of the bill of lading to ******************************* provided by blue diamond so we can address and price discrepancies. 

• Initial Complaint

  Date:04/04/2023

  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.

  I am emailed on behave of my Father ******************************* regarding this company. My father and disabled mother is relocating and contacted this company for assistance in their move. Yesterday my father was on the phone with a representative of this company who began yelling at my 70 year old father who questioned costs and needs to add to his inventory due the inventory not reflecting correctly on the first call. The gentleman became aggressive due to the questions being asked on price. I assisted my father in signing the paperwork. My father called around to get additional quotes and found a company. I assisted him in contacting this company to cancel his reservation. The worker became so aggressive and mean. Demanding the new companies information, questioning and using unreasonable scare tactics to keep my father's business. The gentleman stated that this new company would not show for the move. Two emails were sent to cancel the move and the gentleman stated that he would be at ****************. He reported that he was not in customer service when I stated that his attitude reflected badly on his company that he said he owned reporting that he was infact *************************. This gentleman informed us that my father was just cheap and looking for a deal. He was entirely inappropriate during the whole interaction with an individual classed as vulnerable due to age.

  Business Response

  Date: 04/05/2023

  Hello Sir - we have no idea who you are and we also do not have a "*************************" at any level of our company. We are sorry to hear about you experience but it was not with Venture Van Lines based out of **********. We hope you get this resolved with whoever you booked your move with.

• Initial Complaint

  Date:03/24/2023

  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.

  Im from *****, **.In November 2021, relocated to **********, ** to my sons (***********************) home due to my severe health problems. My son and I made the decision that I would remain in ******** but needed my belongings which remain in storage in *****. In June 2022, after contacting multiple moving companies in the ******** area and obtaining moving estimates Samori (my son) selected Venture Van Lines of ********** based on their estimate. Samori paid the required down payment of $975.47. On the weekend I was to move to my own apartment, Venture Van Lines reported that they had staff go to my storage shed in ***** and after looking at my belongings they said they would need more money (almost double the original estimate) in order to move my things. ****** refused to pay the additional amount and Venture did not move my things. They refused to return my deposit. Since June 2022, I have been greatly inconvenienced by not having basic items of living including my bedroom, living room, kitchen, clothing and other items. I have had to buy replacements for many items but do not have my bedroom and living room furniture. I also continue to pay almost $300 per month storage fee. Effective June 2023, I will have paid an additional storage fee of over $3,000. Im requesting help with at least having my deposit returned. If possible, I would also like to be reimbursed for my storage fee costs. I am 70 years old, living on my social security payments. The cost of living is much more expensive in ********, especially in light of the ***** 19 times we live in. I give Better Business my permission to act on my behalf in intervening in this situation. I thank you very much for your assistance. ********************

  Business Response

  Date: 03/30/2023

  Hi ************* - thanks for contacting us with your concerns. Your son did an inventory over the phone of items in your storage unit. Every single item he told us that you had was listed on the inventory. This estimate came to 336 cubic feet, which your son signed and agreed to. When our crew showed up to do the job, you had significantly more than your son reported to us. About 800 cubic feet total according to our records. We informed you that you would have to pay more since it was a bigger job. You refused to pay additional costs. We informed you since you didn't want to pay additional costs, we would move the contracted 336 cubic feet for the EXACT PRICE you signed for. This also was unacceptable to you and you sent our crew away. We tried to be flexible but you wanted us to do significantly more work for free. We could not do that. As far as your items still being in storage and you having to pay for your storage unit. That has absolutely nothing to do with our company. It seems like your items are still in storage because you don't want to pay what it costs to move all of your items. Our services were fulfilled when we sent a licensed, bonded and insured mover to the jobsite for you. For that reason, you will not be refunded. We also informed yourself, your son, and your lawyer that you are not owed a refund. 

• Initial Complaint

  Date:03/10/2023

  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 February 23rd my items were picked up by the movers to move, since then I am not able to call, email, or text anyone at this business. I paid **** dollars at their request when I booked the move. I had to pay cash to the men who picked up my items and have not heard a word since. I have my life belongings on this moving truck and they will not respond. All I want is my items as I am not able to replace them.

  Business Response

  Date: 03/21/2023

  Hi *******, your belongings were picked up by the carrier we assigned. The carrier can be reached at ************. They will have the most ***************** schedule. You did not have to pay cash, you had to pay by certified funds. You were made aware at multiple points that this is how every carrier processes payment including but not limited to the confirmation email you received the minute you booked the job with us. Our records indicate this email was sent to you on 2/21/23 at 10:18am. You booked this move only two days before you needed your items to be picked up and we fulfilled that request. Our team did a great job making sure you weren't left stranded with less than 48 hours to put together a long-distance logistics plan. You also did not pay $1,000. You paid $793.70. We assure you, your delivery will arrive soon. Please call us at ************ for any further concerns. Thanks and have a great day.

• Initial Complaint

  Date:10/27/2022

  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.

  My experience with Venture Van Lines started with the hope that they were the ones that would give me the biggest bang for my buck. However, the company they decided to contract with, did not uphold the business practices I was told would help minimize my cost. I was informed that once everything was loaded onto the truck, the price would align with how much space I actually used in the truck. The driver brushed me off even after I contacted the representative from Venture Van Lines who told me "Yes, they should be measuring after everything gets put into the truck." He told me the price is based on what was relayed to them from Venture Van Lines and "that's just not something we do." Then, I have to pay him $2,700 in cash because he only takes cash or checks. I'm told my things will arrive in 3-5 business days from Thurs, Nov 22nd. They took apart my computer desk with a hutch and put it all in a wardrobe box. They finish, I give them the money, and they leave. Later, I realize they forgot an item. The reason why I needed movers was because I have a small car and all I had space for was the essentials. There were things I had to leave behind because of the space that one thing had to take up. Fast forward to arriving at my destination. They call on October 11th at 8pm and say they'll be there between ****am. I have to call out of work. The first guy shows up at 11 with the truck and smokes a cigarette while he waits on someone else to show up. I asked the second guy a question at one point, and he just shrugged and said, "I have no clue, I'm just here to help." As the boxes come in, I notice things that ended up being taken out of the boxes I put them in and were just loose on top of other things. None of the wardrobe boxes got closed for the trip so there were bugs in my clothes. At the end, they never reassembled my desk. I'm still missing a broom, *******, and an antique shelf from my grandma. I ended up spending over $5,000 for this whole move.

  Business Response

  Date: 11/18/2022

  We apologize if there was any damage to your belongings in transit. It doesn't happen often but unfortunately it can happen. If the customer reaches out to our customer service team we would be happy to assist them with making a claim against the carriers insurance. Our estimates are based on what we we are told over the phone. If the the amount of stuff a customer wishes to move is exceeds the written estimate then additional charges may apply, this is said verbally and in writing at the time of booking. The inventory list and size of items is written and signed of on by the customer prior to booking the move so that everyone is on the same page.

• Initial Complaint

  Date:10/05/2022

  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.

  Been trying to find out information about my mom's household items that was packed up in **************** and heading to *******. They won't give ** any information.

  Business Response

  Date: 10/27/2022

  we'd be happy to help with this please call our customer service office found on our website or the carriers number found on the paperwork left with you at pick up.