ComplaintsforForward Air Corporation

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On April 27th Forward Air while attempting to install a new washer dryer purchased from Costco online the installer (Forward Air) broke a water pipe causing significant water damage to my home. I was given an insurance claim from Sedgwick the following day. It has now been over a month and Forward Air has never a initiated a phone call to me or email. Despite repeated emails and phone calls to them they have responded to my requests for reimbursement over $1600 in plumbing and drywall repair expenses I have paid out of pocket. I have provided Forward with these receipts. Furthermore I have a proposal from Great Floors for $8500 to repair my engendered hard wood floors that is all torn up in my home.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On Nov. 27 I bought a refrigerator with the service to move the old one downstairs. The delivery crew came and declined the service because a tree branch, I fixed, I cut it. Next time they make many excuses and made us to sign a paper accepting responsibilities for any damage to the new refrigerator, which is totally fine. The problem is with my previous one, on this one the crew made too much damage. I attached a picture of the receipt, the picture before and after they moved. I made a claim with Home Depot, they moved to Forward Air, and today they declined

• Initial Complaint

  01/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  A washer/dryer unit was delivered to our home on 11/3/21. In the process of delivering the new unit and removing the previous non-working unit, a door was damaged. The door was 2 weeks old.Forward Air did a great job of starting the process of reimbursing for the damaged door. However, we are no longer getting responses. On December 27, 2021, there was an email received stating a check would be generated and we would have it within 14 days. To date, we have not received the check. Follow up emails were sent on 1/18/22 and 1/24/22 requesting a status. There were also phone calls placed on 1/25/22 and 1/26/22. Our understanding was someone was going to call back and has not called back.We appreciate assistance getting a status and assisting with getting the reimbursement promised in December.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a washer and dryer from *** and forward air was the company that was assigned to deliver my product. - I was told that the delivery was going to be made on January 21st, I made the appropriate accommodations including taking time off work and cancelling meetings. - On the night of January 20th I was informed the delivery could not be made and was rescheduled for January 24th. - On the evening of the 23rd I received an email that the delivery would take place between 4-6 and PM on the 24th, so I made arrangements to leave work early and be there by the earlier time possible. - At 3:06 PM on the 24th I received an email stating that my delivery was on its way and would arrive at 2:56 PM which did not make sense. I decided to leave work even earlier to be there for the delivery. - I received a call at 3:10 PM from the drivers saying they arrived at 2:45 PM (1 hour and 15 minutes early) and were tired of waiting for me and they left and hung up on me. - I repeatedly tried to call the driver back and he repeatedly ignored my calls. - I was on the phone with *** and they reached out to the carrier who said that the drivers turned off their route around 3:30 and were no longer answering phone calls (My delivery was scheduled for 4-6 PM) - They called them repeatedly and they said that they could reschedule my delivery but could do nothing else about the fact that they just would not deliver what was guaranteed at a certain time. - The drivers were the most rude and unprofessional people I have ever dealt with and they hung up on me when I was early for the slotted time of delivery.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/28) */ I have spoken to the individual about his delivery experience on Monday. I received that his delivery was rescheduled for Thursday, which I made last stop of the day to help accommodate the member. I followed up with him today and he said the team was 100% better then the original delivery team. However there was a issue with his washer and is expecting a replacement early next week. I followed up with him again today and ensured we will inspect before we send it out again. The member has my phone and we will be in contact until his delivery is complete.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Nordictrack CST fusion from Sports& fitness exchange Peoria AZ on 12/12 and was shipped to me through Forward Air inc. PRO number: XXXXXXXX, bill of lading number XXXXXXXXX. I never received any calls or communication from the shipping company to set up a delivery time/date which is the usual practice for large items- this is a 350lb item! However on their tracking it duets this item was delivered 12/27. I don't have the item, was never contacted by the company and they didn't deliver this item to my home, I have also asked neighbors and nobody has had this often delivered to their home. Attempts to reach the shipping company failed and they directed me back to the seller. The seller has reached out several times and shipping company is insistent that they delivered this item to my home. My motion alerts on my front door Ring camera don't even show the multiple motion alerts that occur with similar deliveries on the past. I believe that this item has been lost/ is still with the shipping company. I would like this issue looked into, and for the shipping company to deliver my purchased item.

  Business response

  02/17/2022

  Business Response /* (1000, 7, 2022/02/03) */ Hi ****, Below are pictures of the consignment (NordicTrack) when it arrived to MLI, as you can see it was completely destroyed and not suitable for delivery. The MLI team contacted the forwarder (Worldwide Express) and sent them the pictures below. They requested that we return the cargo back to Peoria, AZ which we did under awb FA# XXXXXXXX, you can see this info in comments on FA# XXXXXXXX. The consignee was not contacted at the request of the forwarder. Our MLI TM emailed the forward as it appears they simply provided the customer with a POD and did not replace and/or reimburse them. I've asked him to follow up soonest and will advise accordingly. How to have some feedback from the customer as they should be contacting the customer accordingly. Will advise soonest. Vice President of Operations, Midwest Region 847.297.5730 Forward LTL *** did we get resolution on this?

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  They first did not deliver my item on day scheduled. Waited all day and never received a call. Had to call next day to find out truck broke down. Still they should have contacted me not the other way around. Then when it arrived many parts in the box were damaged. Let Premier grilling know first since it's who I bought the item from. They filed a claim with Forward Air on 11/19/21. Was told it be resolved in 6-9 days. Called Premier Grilling back on 12/7/21 after not having problem resolved. Was told they filed second claim and that they will now reimburse me instead of waiting on claim the follow through. They did reimburse me but was told to hold on to item and may need to ship it back. Still waiting on Forward Air and concerned they may try to say I need to pay them. Tried calling Forward Airs customer service number today 12/20/21. They said can't help me but forwarded me to a dead end number with claims the requires me to know a person's extension. Which I don't have so called customer service again and they gave me a number but it was the same line I was transfered to the first time.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a microwave oven for $378 that included delivery and installation. Delivery and installation was provided by Forward Air Final Mile, the EWR Terminal in NJ. Delivery was scheduled for 11/29. The day before Thanksgiving. They never called, never showed up. When I called they said the microwave was not received. At time of order merchandise was in stock. Next delivery date 11/29 no show no call. Next delivery 12/3, no show no call when I contacted them they lied and said no one was home. No phone call again. I purchased another microwave somewhere else. This was a major inconvenience over the holiday and I wasted three days waiting for someone to deliver and install the appliance. The morals and integrity of this company are completely absent. I filed a complaint with the EWR terminal, someone was suppose to contact me. They did not.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/13) */ We have decided to charge back the last DT that went there and clearly did not call or show. We will then compensate the customer their asking of $200. It is being handled by our claims department. Thank you, Consumer Response /* (2000, 7, 2021/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Compensation will be accepted as requested. Hoping that this will not happen again to anyone else.

*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. ↩