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Business Profile

Containerized Freight Services

Forward Air Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Containerized Freight Services.

Complaints

This profile includes complaints for Forward Air Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Forward Air Corporation has 4 locations, listed below.

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/26/2023

      Type:Product Issues
      Status:
      Answered
      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 ordered a new refrigerator from Best Buy in October of 2021. It was delivered in November of 2021. The company's employees delivering it, who worked for Forward Air, said they could not get it up my stairs after wedging in in my stairs and, unbeknownst to me, damaging the refrigerator. They were adamant they could not, by company policy, remove the doors to make it fit. I had them put it in my garage and later saw the instructions taped directly to the door that said to remove the doors if there were problems with delivery and instructions on how to do so. I ended up removing the doors and having a friend come over which resulted in us placing the refrigerator easily in my kitchen. I noticed the door was damaged and there were gouges on the side of the fridge from when the delivery people wedged the refrigerator in my stairs...like they got it wedged and continued to push despite knowing it was wedged.

      So I called Foward Air (FA) because of the damage and the lies about not being able to remove the doors, plus then I had to essentially complete the delivery of my refrigerator myself and inconvenience one of my friends on his weekend off from work. I was told by FA that they would have someone call me. Eventually ***** ****** (spelling unknown) called me on Dec 13, 2021, at 9 am, from 314-732-4402. ***** said they would get another door and offer a price adjustment for the damage to the side. I told him that was acceptable. In February of 2022, ***** called and said they had a door. My son had COVID, so we elected not to take delivery since COVID was still a big deal and we didn't know it probably wouldn't have caused any problems. ***** promised me we would get the door replaced and get a price adjustment. I periodically left unreturned messages for ***** over the next, however many, months. I finally filed a BBB complaint, ***** called and it was never fixed. I contacted three weeks ago and no one will call me back, ***** had left the company.

      Business Response

      Date: 03/15/2023

      We are currently looking into this matter; Forward Air did not receive notice previously. 

      Business Response

      Date: 04/12/2023

      Hello, Since our last response for this complaint we have made contact with *** ****** and have submitted the claim for further review to business partners Insurance Company. 
      Cincinnati Ins Co.
      ********* ******* ******
      ************
      *************************
      ***** ******* *******
      We have summitted all supporting documentation to the Insurance Company and working closely to tend to anything else they may need. 

       

      Notes on file: 

      04/11 ****** ********** sent adjuster all information on the claim. 

      04/07 submitted claim to Cincinnati Ins Co.
      ********* ******* ******
      ************
      *************************
      ***** ****** ********** 2nd email sent to location manager and regional manager to advise that this claim will be submitted to Insurance. 
      Cincinnati Insurance Companies
      *** *******
      11/15/2021 11/15/2022

      03/31 ****** ********** received email with photos from the customer. 
      I have forwarded it to location manager, regional manager to advise that since nothing was done when this customer reported it to the location that at this time we will need to submit it to ins. 
      waiting on response.
      03/31 ****** ********** 3rd email sent to customer.
      03/27 ****** ********** 2nd email to customer.

      03/16 ****** ********** Called and sent email to customer for statement and photos of the damages. 

      03/15 ****** ********** even though the BBB complaint was sent to Abel and closed as no response was provided I still was able to upload a response and submit it and changed the email address to mine. 

      Customer Answer

      Date: 04/20/2023

      The company has put me in contact with an insurance agency who claims to be in the process of correcting the issue. 

    • Initial Complaint

      Date:10/20/2022

      Type:Delivery Issues
      Status:
      Answered
      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 company has failed to deliver my appliance from my Home Warranty and per the contract with Sears. They have been no shows on 2 scheduled appointments. This is a ***** Home *************** partner.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 14, 2022/11/14) */
      Forward Air is not responsible for the replacement of appliances through Warranty services. Ms. ******** would need to follow up with the local Costco store and or warranty where she purchased her appliance. We would need to be authorized by Costco to make a re-delivery of an appliance, however our records do not show we are contacted with Costco in the Maryland market currently.
      We will contact customer to obtain more information and try to help her with their complaint. 11/14/22

    Forward Air Corporation is NOT a BBB Accredited Business.

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