ComplaintsforForward Air Corporation

• Initial Complaint

  10/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am not sure how can a company founded in 1981 do business like this! I booked a LTL via forward air through the third party company World Wide Express. The ref/BL#226024883 PRO90901537from 91748 CA to 10459 NY. The shipper made the cargo READY TO GO on 9/22, one day before the pickup date 9/23. This is ready to go just waiting to be loaded on the truck when the driver shows up. Forward air advised that driver's free waiting time should be 30 min which I totally agree. The warehouse collaborates with every other carrier in the same way: prepare the goods one day in advance and print the BOL ahead of time. When the driver arrives, they simply pick up the BOL and load the goods onto the truck. The entire process only takes a couple of minutes, never more than 30min. 1. Could forward air explain clearly this inconsistency? The driver could wait for 30min for free as they advised but didn't want to wait for only a few minutes for loading and now charge an extra dry van fee? The customer service keeps saying that "SHIPMENT IS NOT READY PER SHIPPER"COULD YOU EXPLAIN THE MEANING "NOT READY"?I have the picture of the shipment wrapped and sitting there ready for being loading! 2. Could they also clearly provide the driver's actual waiting time on site? Both arrival time and leave time both on 9/23&9/24? Instead of only providing the arrival time without the departure time? 3. Pls also let them advise the reason they still showed up on 9/25 after I cancelled the pickup in the early morning and charge the dry van charge $125 again? Do you company just make profit like this? keep charging the customer by dry van fee and let the driver just show up for one second and leaves? I am really surprised! 4. I contacted the third party company WWE to dispute the $250 dry van fee but they advised that the dispute will take about 4weeks for forward air to investgate and I still need to pay this fee. That is why I come here to look for assistance. I hope this case can be resolved!

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ran a quote for trucking services online. Forward Air returned a rate of 113.34. They are charging 513.34 which is 400.00 higher than their quote. I gave the dimensions of 164x9x5" in the correct fields to fill out on their form. They are charging a 400.00 over length fee. Nowhere on their website is there an option to choose overlength article. Not a single bit of information I provided was inaccurate yet the quote has increased by a factor of 452 %. THis is not a good business practice. Other carriers do not deceive their customers by offering rates online that are not accurate. I've been in the industry for over 20 years so I know this is not normal. Further there is not a single carrier outside fo Forward Air that we use who does NOT have an overlength article option on their website. I gave forward air an opportunity to remove the fee but they are refusing to do so. You can't quote someone a job, do the job, then charge 4.52 times your quote. This is WRONG no matter how you look at it. Further I have ran rates in the past with Forward Air where they have included an overlength fee in their online quote but most of the time the system does not include the fee. That being said Forward Air has annual revenue of over 2 Billion dollars why can't they fix their website and stop ripping people off.

  Business response

  08/01/2024

  Through communication directly with customer a system error is determined to have occurred.  The shipment has been adjusted to remove the unquoted charge and the tech team is working to correct the system error.  The customer has been notified of the adjustment to the shipment.   

  Customer response

  08/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21968182, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  WHAT THE BUSINESS COMMITTED TO PROVIDE ME

  Customer response

  05/28/2024

  I did not supply enough info on previous compliant. I purchased a LG washer and dryer from Sams Club in Jacksonville Florida on 5/17/24. They in return hired Forward Air to deliver both items which they did 5/23/24 around 12:25 pm. Right before they left my premises we requested a receipt signed by my husband that the items were delivered. We were told by the male and female they COULD NOT provide us with a copy, that once they submitted whatever info to the warehouse that I would receive a email at llsmalls72162@yahoo.com. I waited for hours and called Forward Air spoke with Shannon who informed me that they don't send email receipts??? Frustrated I called Sams Club, dealt with Zoe extensively over the course of the next 4-5days. She reached out to them several times and was assured I would receive a email receipt which I have not. I need this proof for my extended warranty.

  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 31, 2024, I placed an on-line order at Home Depot for an electric range to be delivered to one of our rental properties. Delivery was scheduled for April 4, 2024. On April 1, 2024, an email stated my estimated delivery date was 4/4/2024. On 4/3/2024, I received an email stating "Your delivery is scheduled for Thursday, Apr. 4 between 1:30 pm - 5:30 pm" along with a "Track your order" button. The morning of 4/4, my husband hauled away the old appliance. I tried to track my order multiple times and got "out for delivery" instead of telling me what stop I was. By 4:35 I had still not been called with my 30 minute warning, so I checked my email. An email, sent at 3:53pm, said my delivery was two stops away. I was again unable to track my order. I received an email at 4:45pm: "We're sorry, we couldn't complete your delivery. Your items couldn't be delivered on Thursday, Apr. 4 because: A problem occurred before a delivery was attempted. Or a problem occurred at the final delivery. We will give you a call to reschedule. You can also use Manage my order or call us at 800-455-3869." I called and the Home Depot person attempted to call the delivery people MANY times and they would not answer. Then she tried to reschedule to today (4/5), but couldn't reschedule it until 4/9. I already had other things scheduled for that day and wasn't able to wait around all day, so the delivery was rescheduled for "Wednesday, Apr 10 between 12:00 am - 11:59 pm." I received another email this afternoon stating "Your new expected delivery date is Wednesday, April 10, 2024." I was charged $29.00 for a delivery that never happened and my tenant will not have a range for SIX days. I never had problems with Home Depot deliveries until this company bought Linn Star Transfer. Since then, I have had problems with several other appliance deliveries, but Home Depot was able to contact the company to resolve the problems. Not this time.

  Business response

  04/14/2024

  We apologize for the inconvenience during your delivery experience.  During our review of your delivery experience, we identified a few communication gaps with our delivery team that originally caused the miss.  We have since spoke to that team and coached them on improving their communication with our dispatch office.  Since the attempt, we did successfully make the delivery to your tenant on 4/10.  Our local manager reached out to you after the delivery to ensure the delivery was without error.  We understand you make frequent purchases with this retailer so we appreciate your business.  Please reach out to our local office for future deliveries any time.  

  Customer response

  04/16/2024

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  To be short. I have a bad GE refrigerator and are supposed to get a replacement. Forward Air is setting up times when I cannot be home to receive the part and are refusing to deliver to my house after 2:30p They have failed to deliver on 2-29-24, 3-4-24 and 3-6-24. They could not say whether it could be delivered at all. There has been multiple calls with no success. Manager is not available because she leaves at 1:30p. Drivers call long before 2:30p when I am not home and are told to wait for 15 minutes, then skip the delivery. Even though it is noted that I cannot be home until 2:30. I should re-open the GE refrigerator call since GE has not delivered the refrigerator. I told BBB that they were premature on closing out my complaint. Seems BBB has been more on the Business side of things as opposed to the consumer. I have a GE refrigerator that does not refrigerate and I have a delivery company that does not deliver. Is litigation the only recourse when businesses fail customers? There are more details to this delivery story but not enough room to type it here. Can some one get a delivery company to deliver? They have already been paid.

  Business response

  03/08/2024

  History of delivery:

  2/14- Our client sent us photos of front of his house.  There were no front steps on customer's split level home and we deemed delivery unsafe without some sort of ramp or temporary step. This delayed the delivery 2 weeks until we deemed the delivery to be safe.
  2/28- Order received from the client- scheduled for 2/29- customer called in 2/28 to reschedule delivery to 3/4- there was no delivery attempt on 2/29 due to customer's request.
  Due to his location, we had trouble accommodating later time requests but were able to successfully offer him a 12:00PM to 4:00PM time frame on 3/6.  Pre call sent out on 3/5 reminded customer exact arrival times are not guaranteed and he confirmed. 
  We found out after the last attempt on 3/6 that the customer only has a landline, so office/ drive team had no way of contacting him until after 230. To us, we thought the customer was just ignoring our calls.
   We did reschedule his delivery for Monday 3/11 by request of our client. I put him at the end of a meet truck delivery in the area as that was the only way to possibly get him a delivery time after 230. 

  Business response

  03/19/2024

  I appreciate the details and it explains more of where the frustration and disconnect stems from.  I will address the lack of communication between the appliance supplier, our local delivery facility and contracted delivery team(s).  We work around work/personal schedules in all markets and there are no exceptions to this market.  I apologize for the inconvenience in your delivery experience.  

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21396520, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Henry ****

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a refrigerator from Home Depot in St. Ann on Nov 22. Delivery was scheduled for Wednesday Nov 29. We were not given time for deliver at time of purchase. We were told by the sales department that we would receive a phone call 30 prior to deliver. Nov 29 I received a text message saying that my time slot was between 3 pm and 7 pm. there were 13 deliveries ahead of us at the time the text came in. At 3 pm we still had six ahead of us. I called at around 6 30 because there was still 4 deliveries ahead of us. We were told that yes deliver would still happen that night. I got a text saying that they were behind on deliveries. Around 9 pm I check the tracking app and it said we still had two deliveries ahead of us. Around 9:15 pm it change real fast and said we are on our way. So we were waiting in the front room for them to come. 9:21 it changed to arrived. We opened our front door and no one was there. So we waiting and waiting and then all of a sudden it changes to sorry we missed you...you will need to call to reschedule. I tried calling the number again and no one would answer. We called first this morning and were told we were not home and had to wait until Dec 8th for delivery. I was on the phone with Home Depot and Forward Air from 8 am to almost 1 pm. I talked to a "manager" at forward air named Trevon....he was not customer friendly at all. I explained to him I have cameras that show no one ever attempted to deliver. He said they attempted and we were not home. I asked to speak to his supervisor. He put me on hold and left me on hold for an hour and ten minuets. I had call form another line to make him pick up my other call. He was dumb enough to say he forgot I was on the phone. I asked for his supervisor. Eric Hense is his name I left messages for him to call me. He has yet to call. I am without my purchase because their drivers lied about coming to my house. They are not willing to try and provide good customer service.

  Business response

  12/18/2023

  Our senior leadership team investigated the complaint and identified gaps and processes that should have been followed.  The delivery team failed to follow the delivery guidelines defined by our client and by our company.  The lack of communication between the contracted delivery team to the customer and our office has been addressed the contractor.  We identified opportunities within our office staff as the customer called into the local office and the transferred call went unanswered and the problem was unresolved.  The delivery was ultimately completed on 12/2.  Our District Manager has left a message for the customer awaiting a callback.  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered a custom concrete kitchen island and paid for white glove delivery. Forward Air scheduled delivery with a 3rd party delivery company, who does not provide white glove delivery. The kitchen island concrete island was damaged and delivery company refused to return. Contacted Modabak Company (kitchen island ordered) and the owner ****** filed a damage claim with Forward Air. Modabak is not returning emails with the outcome of the claim. Receipt attached.

  Business response

  12/04/2023

  Copy of email form our sales team to ********. We recovered the cabinet she wanted off her property and per the below she conformed it was done. 

  From: ******** ***** ********************
  

  Sent: Saturday, December 2, 2023 2:04:58 PM
  *** ****** ******** *************************** *** ****** ************************* ***** ******** *** *******************************
  Subject: Re: ********
  ** This mail has been sent from an external source. Treat hyperlinks and attachments in this email with caution**
  Good morning Carlos,
  
  I want to thank you for the wonderful customer service, phone calls, and quick response as Modablak was not responding to my emails. The Las Vegas Forward AIr office called yesterday morning, spoke to *****, and we agreed on a scheduled pick up time for 3:00pm. 
  
  I received a phone call around 10:45 am yesterday from *******, from the concierge desk at my condo, a Forward Air vendor was there for a scheduled pick up and may I send him to your unit?  
  I immediately called ***** to confirm the scheduled 3:00 pm pick up was correct, he confirmed the 3:00pm, I then questioned why a Forward Air vendor is picking up the island now, per ***** he immediately cancelled the vendor at the concierge desk and reiterated pick up time is scheduled for 3:00pm. 
  
  **** from Forward Air arrived and picked up the island around 3:15pm Friday. **** called and communicated several times with timely updates prior to the pick-up, he was outstanding 
  with professionalism and customer service. The only issue was he needed assistance loading the island on the pallet due to being so heavy.
  
  I also disputed the damaged island with my credit card company due to Modablak not responding to emails, not sure how the refund process works as Modblak sent an email yesterday, 
  Forward Air is to complete a refund and to cancel my credit card investigation/dispute, will forward  the email to you.
  
  
  Kind regards, 
  
  ******** ***** ****************** ************ ** **** *** ** **** ** ******* ****** ******** ************************** ****** ********* * **** ** ** ***** *** ***** *** ** *** ******* ** ******* ** *** *** ********* ********** *** ** **** ********** ******** ****** ******** **** ********** ***** ** ************ ** ************ ****** ********* ** ******* ****** ** ***** ************************ * **************
  

  Business response

  12/12/2023

  I believe the issue is currently with Modablak not Forward Air.  The 3PL or Modablak contracted us to perform a white glove service which was not even a service offering available to them. 

  I have listed all the accessorial we offer customers for deliveries:
  

  After Or Before Hours Delivery
  Afternoon Special Delivery
  Delivery By Appointment/Special
  Container Freight Station Delivery
  Convention Center Delivery
  Extra Man Delivery (Which Will Be Calculated After Service Is Performed; Costs Vary)
  Grocery Warehouse Delivery
  Hospital Delivery
  Hotel Delivery

   Inside Delivery (Room Of Choice To The First Floor Only)

   Liftgate Delivery
   Limited Access Delivery
   Mall Delivery
   Military Base Delivery
   Morning Special Delivery
   Notification Delivery
   Pallet Exchange Delivery (Per Wooden Skid; Will Be Calculated Once Recovered)
   Residential Delivery (Will Call Consignee To Arrange Time And Date)
   Residential Delivery-No Call-No Signature
   Two Hour Special Delivery
   Tsa Qualified Driver Delivery
   Unpack Delivery (Up To Two Skids; Cost Vary After 2, Does Not Include Crates)
   University/College Delivery
  

  Customer response

  12/12/2023

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband was assaulted by 2 of their employees when they were delivering for Home Depot to a neighbor's house. I would just like someone from this company to return a call so I can report their employees to their HR department. These men should not be making residential home deliveries.

  Customer response

  06/28/2023

  They finally called me. Thanks.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been unable to have my gas stove (purchased from Home Depot) delivered and installed. Initially, they came to my home to install the stove but couldn’t because they said they “didn’t bring a pipe wrench” and thought it had been stolen at a previous job site. They then came back on another date and couldn’t figure out how to turn the gas off to install the stove, so I had to hire someone else to install a shut off valve for them to access behind the stove. The next appointment that was made was cancelled by them due to a “family emergency.” I am having to hire someone else to install it at this point (it’s been multiple weeks) and they still have yet to remove my old stove. I paid for delivery, installation, and removal of my old stove.

  Business response

  07/03/2023

  Resolved.  Consumer received unit and the old unit was hauled away.  Thank you.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  03/15/2023

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

  Business response

  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 response

  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. 

*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. ↩