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:09/29/2022

  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.

  i proved 750 deposit for moving services to charhleston sc-they have not responded to my email since

  Business Response

  Date: 10/03/2022

  Your move in on our schedule and ready to be completed I'm sorry if you've had a hard time reaching us. Please try our main line contact info can be found at ******************************* and press option 2 for customer service.

• Initial Complaint

  Date:09/12/2022

  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.

  Transaction date: 08/04/2022 - Job# H7532191 - Contact representative: ***********************. A long distance shipping service was booked for Aug. 27, 2022 with Venture Van Lines. A deposit of $2721.86 was paid via electronic check. Unfortunately, the contact representative input the wrong information regarding the size of the items (in cubic feet) to be shipped and the wrong truck size was sent on the day of shipping, although the contact representative confirmed otherwise. Additionally, the company issued a new quote ($3000 more than the of $7721.86). I did not agree to as it was not part of the agreement. As such I requested a refund. After several calls and emails, the company did not respond. This is the reason why I am reaching out to you for help in solving the matter.

  Business Response

  Date: 10/03/2022

  We were unable to help this customer as the inventory we took was accurate to the information the client gave us. We sent them a copy of the inventory for verification. The customer signed the inventory list. Once the customer signs off there isn't a whole lot we can do. If the customer had more belongings the price rose at the agreed to rate per cubic ft. Both the sales rep and customer agreed to this in writing.

• Initial Complaint

  Date:08/31/2022

  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.

  Received quote by Venture Van Lines to move contents of home from Virginia to Georgia on 5/23/22 and scheduled moved for 6/24/22. Original moving quote $6457.33 based on video walk through of home. Requested in person walk through and this was declined by company. Three days before our scheduled move (6/21/24), we were given a new estimate using a new video call (at this point we had discarded multiple large items that were part of the original quote) the amount went up to $9872.56. We had no choice but to comply since we needed to be out of our home by 6/24/22. At this point we paid $3593. 65 in deposits. The moving company (Northern ********************************* arrived 6 hours late on our moving day, forcing my husband to have to get a hotel room for the night. We also received a new total, which was $17,336.55. We were required to pay $7051.45 before they would load our things. The total we had paid was now $10,645.10 and we were told we would need to pay the remaining $7,000 upon delivery of our items. We reached out to customer service many times throughout this process. Venture van lines would not return our phone calls and Northern ******************************** told us that they were not responsible, the broker was. We were contacted 3 days before our scheduled move in date that our property would be delivered that day. The person living in our new home was not out yet. We had no where to put the items. They offered to pay for a storage container for one month. We were able to talk them down to taking off $1000 off the balance but we still paid them an additional $6000.00 that day to deliver our things. We had to rent a UHaul and deliver our own items to our new home. We ended up paying $16,645.10 for a move that we were quoted $6457.33 for. If we had been given this quote originally would have declined the services but we were now stuck with having to use the company due to moving dates. We are no longer able to afford to fix up our new home.

  Business Response

  Date: 09/01/2022

  We quote based on the amount of space taken up on the truck. This customer obviously didn't convey all the furniture items being moved. We try to avoid this with a virtual walkthrough but if the customer is not open about all their belongings being moved the quote will obviously be low. When the movers arrived and saw there were more item to be moved they obviously had to charge for it. When we give the estimate we are locking in the rate per cubic foot and estimating the amount of space being utilized by what the customer tells us they have. When the customer is not open about the amount of stuff they have the and they have more than they told us about the price goes up but only at the rate that was locked in on the quote. All of this is explained over the phone and in writing.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 17804164
  
  I am rejecting this response because:we completed 2 virtual walk thrus and requested an in person walk thru. Your business gives consumers false estimates to get business. The negligence is on your team for not accurately getting estimates.
  
  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 09/01/2022

  As we explained on the phone we do not do in person walk throughs. Usually the virtual is a good choice. Most people appreciate the cost savings that comes along with the virtual and the thoroughness of it. Of course any customer is free to not use us and to utilize a company that does in-person estimates, those companies incur additional overhead by performing those walkthroughs and pass that cost on to the consumers that accept their service. We try to save our clients that incurred cost.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 17804164
  
  I am rejecting this response because:I paid 3 times what I was quoted. That is 3 houses worth of stuff. It was gross negligence on your part. We were up front with everything. This is how you bait and switch your customers. You have anF rating on the BBB for a reason. You are not an honest company. I will keep reporting and talking to whoever will listen.
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:08/29/2022

  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.

  On June 28th, 2022 I entered into a contract #H7528370 with Venture Van Lines to move my belongings from *******, **. to **********, **. The furnishings were to be picked up on 7/14/2022, with the assurance all of my furniture and boxes would be protected and delivered on time. On 7/14/2022 the truck arrived several hours late (this was not the problem), when the truck driver arrived, he had hired 2 local movers to move the furniture, boxes, etc. The movers should have wrapped the furniture, it was also stated in the contract that the movers would wrap and protect the furniture. A week after everything was picked up, I asked the driver to confirm the furniture had all been wrapped, as I have a white sofa, he assured me once again that everything had been wrapped and I should not worry. I was told my belongings would arrive in ***** within two weeks, as two weeks approached I could no longer reach anyone with Venture Van Lines, after no response and my plea to find out where all of my belongings were, I sent threatening messages to the manager and customer service manager - finally, after three weeks from the initial pick up- my belongings were delivered. I was horrified as the furniture was being unloaded, it was torn, the sofa was soiled with something black, broken and when I asked the drivers who delivered, they said "they only deliver what their told, nothing else". The delivery was grossly late, the communication ceased to exist after pick up and when the furniture finally did arrive, it was trash. I'm so disappointed I went with this company. They did nothing I was told they would do. Now, my furniture is ruined. I since have sent multiple emails to the company and as expected - no reply. I've asked where I would place a claim, in keeping with the worst customer service of any company I've ever encountered - no response. They do not care-I have several pictures both before and after.

  Business Response

  Date: 09/01/2022

  No guaranteed delivery was purchased for this account. The times for delivery are estimated which is both told to the client as well as put into writing. If there were any damages to your belongings an insurance claim can be made. All loads carry $10,000 in cargo protection. All paperwork to make a claim can be made through the carrier with the paperwork provided at pick up.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 1779*845
  
  I am rejecting this response because: This is a scam company - there is no claim information and the seller of the service lied. *** (relocation specialist) assured me the time of delivery would be 3-5 days a nd my furniture would be wrapped and cared for, then the movers said max * weeks and the furniture had been wrapped. It's all a lie, my furniture was destroyed. Defaulting back to me the customer is an unacceptable response. I want either my furniture replaced or at the very least - cleaned and repaired to it's original condition at pick up, the cost to do so is $700. 
  
  
  Regards,
  
  *******************

  Business Response

  Date: 09/09/2022

  We resent the accusation that we are a scam we are a licensed and insured moving broker. We have performed thousands of moves.We could just as easily say that the customer is trying to scam us by allowing us to move their belongings and then claiming that they were broken to try to get our services for free. If there were in fact damaged item in the moves they may make an insurance claim. Our customer service departmentent would be happy to walk the customer through the process.

• Initial Complaint

  Date:08/24/2022

  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.

  I booked a reservation with Venture Van Lines on 5/16/22 reference number H7523646. At that time they did not advise that they did subcontracting and someone else would be picking up and delivering my items. During this process, I spoke to many different reps who provided different information each time. Upon delivery, one of my boxes was uncounted for. To make it simpler, I filed a claim through ********************* as instructed by ******** the Dispatch manager with ******************************. This is the company that delivered my items with the box being uncounted for. To this day, I have still not been reimbursed for my box which contained a lot of my items. I believe that when I signed the contract with ******************** ****************** did come with it. I outreached to venture van lines over 3 times and left a voicemail with no returned phone call to obtain further instructions. I think it's unbelievable how an organization can be responsive when trying to get you to spend your money, but as soon as something goes wrong they do not respond. That is unprofessional and horrible customer service.

  Business Response

  Date: 09/01/2022

  unfortunately there is not much we can do. As the customer stated we are moving brokers. We make that clear on the phone and in writing to each customer. Big Shouldders does have insurance on all their loads as they are a DOT licensed carrier. Going through their insurance claims process is the best way to go for lost or damaged items.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: 17761501
  
  I am rejecting this response because: your last response just said that i had insurance there you so that changed all of sudden and now youre unable let to do anything?
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/09/2022

  The insurance is through the carrier. Our customer service department would be happy to walk the customer through the process but ultimately can't do it for them. They must make the claim directly with the insurance company.

• Initial Complaint

  Date:08/02/2022

  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.

  Received quote by Venture Van Lines to move contents of home from Virginia to Georgia on 5/23/22 and scheduled moved for 6/24/22. Orignial moving quote $6457.33 based on video walk through of home. Requested in person walk through and this was declined by company. Three days before our scheduled move (6/21/24), we were given a new estimate using a new video call (at this point we had discarded multiple large items that were part of the original quote) the amount went up to $9872.56. We had no choice but to comply since we needed to be out of our home by 6/24/22. At this point we paid $3593. 65 in deposits. The moving company (Northern ********************************* arrived 6 hours late on our moving day, forcing my husband to have to get a hotel room for the night. We also received a new total, which was $17,336.55. We were required to pay $7051.45 before they would load our things. The total we had paid was now $10,645.10 and we were told we would need to pay the remaining $7,000 upon delivery of our items. We reached out to customer service many times throughout this process. Venture van lines would not return our phone calls and Northern ******************************** told us that they were not responsible, the broker was. We were contacted 3 days before our scheduled move in date that our property would be delivered that day. The person living in our new home was not out yet. We had no where to put the items. They offered to pay for a storage container for one month. We were able to talk them down to taking off $1000 off the balance but we still paid them an additional $6000.00 that day to deliver our things. We had to rent a UHaul and deliver our own items to our new home. We ended up paying $16,645.10 for a move that we were quoted $6457.33 for. If we had been given this quote originally would have declined the services but we were now stuck with having to use the company due to moving dates. We are a family of two parents and three children. We are no longer able to

• Initial Complaint

  Date:07/21/2022

  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.

  Venture Vanlines will not disclose the location of my personal items. I told them to remove my items from their truck before they took them and they refused and drove away without payment. I am not being contacted regarding where my items are or when they will be returned to me. Payment was made late due to an initial overcharge and inability to pay the full amount through the application of THEIR choice.

  Business Response

  Date: 08/02/2022

  We did not pick up this customers belongings. It was done by an outside vendor Area Moving and storage. The customer signed paperwork with this company and has their contact information.