Complaints

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:08/27/2025

  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 called this company to hire them for a move. At that time, after giving them a list of the items I needed them to transport, they gave me an amount that would include the taking down and putting together of a bed and table. A couple of days later, I got a call from a different company saying they would arrive to pick up my items a day before I had scheduled with One Source VanLines; nevertheless, I was ready. Upon the arrival of the two workers, they had me talk with their supervisor because they said that based upon my items and the taking down and putting back of my bed and table, the new fee would be $1500 more than what I was quoted 2 days prior.I told them this was not possible bc I had a lot less items now than the day I hire van lines as I had given a lot of items away. I also told him the taking down and putting back together of the furniture it was clearly included in the contract. I ended up canceling this service because the person I was talking on the phone was rude and raised his voice at me. Right after dispatching these workers away, I texted ****, the person who gave me the quote and I also called the number to cancel the service. a few days later, I noticed that van lines charged me $300 MORE than the original down payment as well. One month later of this nightmare, and I am still trying to have them refund $1177.35 that I have no idea what is about the customer service person I spoke, Dajia, offered me a $300 refund! instead of the entire $1177.35 they charged me without my consent. they violated the contract and in addition to it, I called to cancel the service within 3 days required by the contract. I learned from the workers that came to my house that One source vanlines, sells the accounts, they are only brokers, so whomever comes to your house to pick up your items, WILL INCREASE the quote to make more money for themselves, and people are screwed bc at this point you are ready to move and that point is hard to hire someone else. THIEVES

  Business Response

  Date: 09/04/2025

  Hello,

  We only have 1 transaction for this customer. Not sure where they are getting the $300.00 from. The only reason the cost would have increased would be due to additional items or packing that may have been required. Additionally, they charged back their transaction with the bank; therefore, the matter would be in the bank's hands.

   

  -OSVL

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23806624
  
  I am rejecting this response because: the original agreement was they would charge me$ 2100 and they will make 3 equal charges to my cc. The first one should have been around $700, However, after the people they came to pick up my items, they charged me $1177! Alleging I had more items than what I had told them. Which again it is not true bc I gave away a lot of items between the time I made the contract and the day they came to pick up my items. Additionally, I had cancelled their service bc they violated the contract bc they also wanted to charge me more money to take apart the bed and table. That service was included in the original contract. When I spoke with djia she offered to reimburse me only $300 out of the $1177 they charged me without consent 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/05/2025

  The customer charged back their credit card transaction with us after services were rendered. Whether they were pleased with the services or not, they were contractually rendered and considered theft at this point from a legal perspective. We as a company, are at a loss due to the customer actions. In our opinion, there is nothing more to discuss in this case.

   

  Good day,

  -OSVL

• Initial Complaint

  Date:08/14/2025

  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.

  I was quoted after work g with the service *** for a budgeted $3500 to move my household goods from pa to il I removed 2complete bedroom sets from shipping to keep to this budget. The original inventory had a bedroom set but should had the living room set. The boxes on inventory were shown as medium. I informed the *** who stated that the boxes and sofa set would be fine as I was being charged by cf 3days prior to my closing I spoke to *** for inventory and provided them my inventory and dimensions of items and they increased the amount to 5k and I had to pay another down payment. I could not cancel as I needed the items picked up that Monday prior to wed settlement although they didnt pikup unti Tuesday I was then charged another 300 for which I had to pay final balance in delivery to receive my property. I contacted the company and requested assistance in this enormous over quoted amount. As a veteran and customer I believe this company took advantage of my situation to get my business by quoting me my budgeted amount and then nearly doubling the final amount due. I have emails with the *** for the original quote and after I contacted the company to assist me In Resolving this great disc***ancy from original quote to final delivery. They have not responded to my further inquiries made via phone text and calls.

  Business Response

  Date: 08/29/2025

  Hello,

  After reviewing the notes on the file from multiple departments, the overages were deemed valid as the customer had more items to move outside of the contracted amount of space. We, as the moving broker, cannot take responsibility for customer overages.

  -OSVL

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23747028
  
  I am rejecting this response because:
  The original quote provided was to adjusted by the sales person to get my business with the budget I put forth. I took off items to keep in my budget however when I went over the list with the qa *** the  quote nearly doubled  I even provided my inventory list with dimensions of boxes anbd items  etc.   I was told that it was by cf and not the count of items I  understanda quote can be adjusted by a few hundred dollars up or down but to nearly double is not a professional and reliable  quote that a customer can base their budget. I believe I was given a quote to obtain my business and then once in hand I was locked in as I could not cancel due to the closing scheduled for my home.  It was poor business acumen by one source as a 3d party coordinator for moving household goods. I left 2 complete bedroom sets behind to keep a budget I was able to afford. Please review all the notes and emails and verify that I was under quoted to meet my budget and then when it was time to ship I was given a bill   nearly doubled  

  Sincerely,
  
  ***** *********

  Business Response

  Date: 09/09/2025

  Hello,

  The customer is entitled to their opinion; however, it's just not the case. They had additional items to add that were not on the list. If the original list was not accurate, it is their job to let their coordinator know, as stated in the agreement. They simply had a larger move when we went over it again in detail. They were not charged more; they were now being charged appropriately for the newly sized move.

  -OSVL

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23747028
  
  I am rejecting this response because:

  this is not my opinion. It is factual information. I left  off 2 complete bedroom sets (queen and full sets) to bring the quote to meet my budget. 
  what exactly was added that created a bill nearly doubled the given quote 
  Please review original quote vs inventory list. Item count is not relevant as I understand as the cf is what mattered 
  Sincerely,
  
  
  ***** *********

• Initial Complaint

  Date:08/05/2025

  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.

  Received and estimate from the company to move 328 cubic feet of items from **** AZ to ************. Total to move $2470, 2 days before the move we were called an asked if we had anything to add to the move. We listed our items and it added an additional 120 cubic feet and they charged us an additional $1436.69 for the additional items. Per the original contract additional cubic feet would be charged at $4.10 per cubic foot. When I questioned it I was told there were a lot of factors that went into the increase. I asked for a break-down and I was told that it would delay our pick up, but if we were over-charged it would be worked out in the end. We paid the fees and I immediately reached out to customer service to request a break-down of the charges. When the movers came to pick up the load, they claimed that the move was greater than the 447 cubic feet paid for and would only agree to pick up the parts if we agreed to pay the overages at $4.10 per cubic foot. We really did not have a choice at this point and agreed, because we measured everything and we have 306 cubic feet and with the packing factor, we figured we could not be much higher. We were charged for 772 cubic feet and the move cost almost $5500, double the original quote. I reached out to both companies and was told that the contract was with One Source and they would handle it. I reached out several times and they claimed to be waiting on paperwork to review and then I sent them my copies and then they just stopped replying to me. In addition, the freight did not even move from ** until after we arrived in ********* and expected delivery.

  Business Response

  Date: 08/07/2025

  Hello,Please refer to the following notes regarding the overages:**Paperwork Review**- Quoted: 447 CF - Additional: 325 CF - Grand Total: $5,372.44 - Amount Paid via Zelle at Pickup: $1,952.69 - Amount Due at Delivery: $1,709.87 (in cash or via PMO)- Total Pieces Loaded Onsite: 56 ******: 6/6** The **** (First Available Delivery Date) is the date specified by the customer on the paperwork, which determines when the spread will commence; it is not the delivery date. We believe the customer may have confused this process. In the industry, smaller moves are typically picked up locally and returned to the warehouse until the carrier has sufficient loads heading in the same direction. We cannot dispatch a truck with a capacity of ***** CF for a single load that occupies less than half of that space. This is standard procedure for all companies unless the customer opts for an exclusive expedited route, which incurs an additional premium.When customers have additional items outside of the inventory list, the carrier must revise the total cost accordingly, as the move has now become larger. In this case, the customer added extra items prior to pickup, which required us to engage a different carrier, resulting in additional fees due to the increase rather than a simple adjustment based on price per CF.
  Hello,

   

  Please refer to the following notes regarding the overages:

   

  **Paperwork Review**

   

  - Quoted: 447 CF  

  - Additional: 325 CF  

  - Grand Total: $5,372.44

   

  - Amount Paid via Zelle at Pickup: $1,952.69  

   

  - Amount Due at Delivery: $1,709.87 (in cash or via PMO)

   

  - Total Pieces Loaded Onsite: 56

   

  ******: 6/6**  

  The **** (First Available Delivery Date) is the date specified by the customer on the paperwork, which determines when the spread will commence; it is not the delivery date. We believe the customer may have confused this process. In the industry, smaller moves are typically picked up locally and returned to the warehouse until the carrier has sufficient loads heading in the same direction. We cannot dispatch a truck with a capacity of ***** CF for a single load that occupies less than half of that space. This is standard procedure for all companies unless the customer opts for an exclusive expedited route, which incurs an additional premium.

   

  When customers have additional items outside of the inventory list, the carrier must revise the total cost accordingly, as the move has now become larger. In this case, the customer added extra items before pickup, which required us to engage a different carrier, resulting in additional fees due to the increase rather than a simple adjustment based on price per CF.

  -OSVL management
  
  

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23703946
  
  I am rejecting this response because:  I asked for additional brokerage fee to be reviewed because the contract states overages would be charges at $4.10 per square foot and we added 120 square feet and were charged and extra $1436.00 instead of $492 which is what Midland would have charged.  I also asked the additional 325 sq feet added at the time of pick up to be reviewed because we did not add anything after the move was increased from 328 to 447square feet and and either One Source does not know how to estimate or Midland took advantage.  I supplied the measurements of every item picked up and it was nowhere close to what was charged.  They never got back to me on either complaint and still now they are referencing the deliver date, although I was not happy with that fact it is not my point of contention.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/25/2025

  Hello,

   

  It is our job to locate and dispatch a carrier that is up to date with the requirements set forth by the ****************************. This was accomplished. We are to base inventories on the information the customer provides to us. If the customer did not make changes during the ***************** call, the cost would have remained the same. Being that additional items were also present on-site this influenced the cost to increase again. 

  If the customer was not comfortable with the first revision, we could have left it as is; however, they chose to revise and pay the additional fees for us to do so. When they signed the paperwork at the pickup, the carrier would have provided them with the paperwork for the final revision. The additional binding estimate fee outside of the price per cf. revision is due to the logistical coordination of the services, and also the fees associated with our revising with our carrier to perform the job at the new size requirements. 

  -OSVL

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23703946
  
  I am rejecting this response because:  I was told to call if we added anything to the move and I did as directed and it cost us and extra $1000.  If I had just left the contract as is, ******* would have honored the $4.10 per cf fee.  I questioned the additional brokerage fee at the time they asked for payment and I was told if I did not sign the contract and pay the fee it would jeopardize the pick up date and that I could reach out to customer service if I did not agree with the charges.  I reached out the same day that we paid the charges and I was stone-walled.  I was stone-walled again when I called about the overages from the Midland.  I called while the movers were still at the residence and I was told that they would look into it.  They did nothing.  I have countless emails, text messages and phone calls asking for information.  

  I have asked several times for the additional brokerage fees to be returned or explained and there was no response.  I checked with Midland and they informed me that there was no issue with room on the truck which is the line the One Source used for me to report and additional items.  The goods were picked up from my house and moved to a storage facility, where they sat until after the requested delivery date had past and I called to get them moving.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/26/2025

  Hello,

  Our broker fees are outlined in the cost breakdown. It is not the customer's option to not have to pay a broker fee. Just like if a home is bought, we cannot tell the real estate broker we'd prefer not to pay their 5% fee. We have agreements with our carriers as to the move cost when going through us instead of going with the carrier directly. The ******* or labor on-site does not have the authority to say whether or not the truck has additional space. Their job is to handle the labor side of the move, not cost breakdowns. The cost of this move is accurate, and no compensation would be available to the customer.

  -OSVL

  Customer Answer

  Date: 08/26/2025

  I am not sure what to do at this point.  I have attached the original contract and then they made us pay and additional $812.69 and sent a new contract, based on the update they requested.  What is my next step?  Small claims court?  Blast them on all media platforms to make sure that no one else falls victim to a bate and switch.  Please help.

  Customer Answer

  Date: 08/26/2025

  Here is the moving estimate after we added 120cf and I questioned why did everything go up on the One Source side, they were not doing anything additional from the brokerage of the job.  Midland agreed that I would have only been charged for the additional cf and fuel charge if I had said nothing, but I was told by One Source that if I did not declare additional there may not be room on the truck.

   

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23703946
  
  I am rejecting this response because: As the broker, it is your job to give "expert advice and guidance throughout the move" , yet when I asked for your help I got generic responses or excuses.    I called several times asking for assistance and nothing was done. I emailed asking to understand why the brokerage fee went up over $800 when we added a few boxes, I got a generic response.  I sent a detailed email and got another generic response.  When the movers showed up at our home and told me it was going to be more than 447cubic feet and asked if they should load the truck, I reached out again and said a ticket would be opened with Customer Service.  When I reached out after the truck was loaded because they said the volume was over almost double the estimate and I provided a detailed break-down of everything loaded with dimensions I was told you would look into it.  When I followed up multiple times via phone and text, I was told that Midland did not supply the paperwork.  I then supplied the paperwork myself and followed up several times, trying to get things resolved before the items were delivered, I got no response or I was told the person handling my issues was not in the office or would call me back.  When I called because the items had not left AZ and we were already in **, you offered no help just excuses.  You did not do your job as a broker and I have learned my ****** not to be bullied into paying with threats that the move will not happen.  Again, I am asking for at a minimum the additional brokerage fees of $812.69 be returned.
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 08/28/2025

  I mean no disrespect, but how did the BBB help in this situation.  I still did not get any more information in regards to the extra charges as I did when I was trying to work with them directly and because the replied you found it satisfactory.  Disappointed.

• Initial Complaint

  Date:07/26/2025

  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.

  Set up movers, was told thta I had 72 hours before to cancel. They didn't know what date they were picking up. They said either July 23/24 th. I canceled on the 17th. They sent me a settlement for $660 or so.

  Business Response

  Date: 07/29/2025

  Hello,

  Every move is booked with  a 2-3 day window. In some cases customer reserve a 1 day window for pickup with a fee associated. Whichever window we provide is in a contract as a pickup window that will take place. When coordinating with the carriers we need to make sure there are no delays. However this doesn't mean we do not know if were picking them up, we just don't know the exact timeframe as the route is premature. In this case, the customer cancelled their move outside of the 72 window from the time of booking. We as a company are not here to hold customer money, however, we have policies in place for a reason. Based on the circumstances, we made a compensation offer for the customer in which we are not obligated to do in the amount of $662.17. This email has been sent to them and they would have 1 month to accept. However accepting would mean they agree that the matter is resolved, they would also need to close this case out. 

  This would be the only compensation offer available to the customer.

   

  -OSVL

• Initial Complaint

  Date:07/23/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  5/30: Booked online move with One Source, which I did not initially understand they were a broker. I was told that I was provided discounts for booking online and being a first responder which my price was quoted at $7,000.00. We reviewed what furniture I had to move as well as the number of boxes I had packed at that time. I Informed the salesperson I would have close to 100 boxes and during that call, but he stated he would document 50 as he never booked a move where someone had 100 boxes. In addition, I overestimated the size of my boxes counting any medium boxes as large boxes since they were going on cubic square footage.One Source Van Lines uses high pressure sale tactics and deceptive business *************** estimate call was done on 6/20/25. At that time, I informed **** that I had I sold my washer/dryer as well as all my living room furniture. However, my final price went up from $7K to $8,600. I inquired as to why when I had less furniture. I was told because my boxes/totes increased the cubic sq footage for the truck required me to pay an additional $1,112.60 for my down payment on the booked move. 6/25: *** informed me they would investigate. In addition he would would investigate a partial reimbursement for my inconvenience and call me back prior to close of business.Unable to total the number of calls and messages left with One Source Van Lines with inability to reach a live person to discuss issues. After my home was packed up I learned that my household items were going to a warehouse in **. I was led to believe they would be loaded on a tractor trailer the same day,It took 26 days to receive my delivery and things were missing and damaged. This company deals in blatant bait and switch tactics and should face fines or better yet, be out of business entirely. I am hopeful my complaints will save others from enduring the mental and financial anguish I have endured with this company for my move.

  Business Response

  Date: 07/24/2025

  Hello,

  During the quality assurance call the customer added 152 cf. to the move size, this is the only reason the cost would increase. We simply firmed up the estimate to avoid issues on-site. That is why the customer signed the revised agreement, at the time they understood the reason form the overages. We are very clear as to being a broker as this is a broker driven industry and practically everyone she got a quote from was indeed a broker or has that authority. The very sad part of the situation is that fact that after all this hard work was performed for the customer, they felt the need to call their bank and chargeback on $1112.60. This is considered theft and a crime as services were indeed rendered. Police report was created and our company lawyer is in the process of filing a civil suit that he is confident will be recovered.

   

  -OSVL

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  Please see attachment for resolution to this dispute.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/17/2025

  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 got an estimate, about a month ago, to move with One Source Van Lines from ***** to *******. They gave me an estimate of $7k to move me on or around July 18th. They said that would be for one truck. I explained that the last time I moved which was only 9 months ago, it required 2 trucks. They said it would work. They pressured me that day to put a deposit of $2200 and secure the truck and the move. I called back a couple weeks later and told them that I added some items to the move and was concerned about the extra cost. Their customer service department told me not to worry, it shouldnt change too much and they will contact me the week of the move. Now, the week of the move, we do our first video call to see the items to be moved and now they took their estimate to over $17k. Huge difference. I told them I cannot afford it and wish to cancel. There was still a week before the planned move. They said no and said the entire issue was my fault and they wouldnt refund any money. They didnt perform any of the duties I hired them for and I believe they conducted business in an unethical manner.

  Business Response

  Date: 07/17/2025

  Hello,

  We had this customer positioned to have an excellent move with us. Prior to the pickup customer get their quality assurance call where they can add or remove some items to ensure accuracy on-site with the mover. Most people add some boxes or remove some items. This is why customer service told them this would not be a problem. However in this case, the customer more then doubled their move size! This turned into  a very large move and does influence the cost to increase exponentially. The size of the truck is not relevant in this case but the cubic feet/space occupied on the truck is.  Seems the customer moved with *********** previously and they charged by time and mileage (this is typically how a local move is charged)

  We explained that the customer can always move the original amount of contracted space but if they want to move the larger move with new items, this would come at an additional cost as it raises all aspects of the move.

  Customer has made threats to chargeback with their credit card company and we let them know, that would be up to the banks discretion as its out of our hands at that point.

  Kind regards,

  -OSVL Team

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23613788
  
  I am rejecting this response because:
  

  I do not believe they are truthful about any of our agreement. I have moved 4 times in the last four years and I have never been deceived by a moving company before.  I have moved with one company for the amount originally quoted so I know that it is possible and to that companys credit they didnt change their estimate.  I think One Source Van Lines uses deceptive practices. I told them on the first call that it took two trucks to move me to *****!!  They give a very low estimate (I believe the estimator didnt accurately estimate the move, omitted items), pressure the customer for a large deposit.  The other companies I have used never expected a large non-refundable deposit because they were reputable!  I should have been told up front that the estimate could change drastically the week of the move, the deposit is not refundable and they have ZERO guarantee of the delivery date.  Had this been explained very directly, I would have never booked the move. This was also misleading because I had a deadline that I needed to have my possessions by. I told them this multiple times.  It is very possible that after they had my house packed on a truck, they would increase the price again and I wouldnt see my stuff for a couple weeks, cooking in the summer heat. I would have never agreed to this. I correctly chose not to do business with this company and if they care about the welfare of consumers as well as their reputation, they would willingly refund money for a job not done. Had they negotiated with me the week of the move and took some responsibility for a bad estimate and lowered the price, I would have used them.  They broke my trust and treated me horribly.  I moved that week successfully for thousands of dollars less than what they quoted. 

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 08/01/2025

  Hello,

  If what the customer is claiming stood true, they would have booked their move with one of the previous companies they claim to have used. Additionally, every issue they are claiming to have is stated in the agreement. 

  -It's the customers responsibility to provide an accurate description of what is being moved. In the event additional space is needed it would be added at the price per cubic ft. and other additions that follow. 

  - due to unforeseen circumstances, we cannot guarantee pickup or delivery dates. However we will communicate with the carrier as to updates as needed.

  These are all stand terms for most companies.

   

  -OSVL

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23613788
  
  I am rejecting this response because:
  

  I do not believe Ive been treated in a fair and ethical manner.  The job was not performed.  You are taking zero accountability in what happened.  Give me back my deposit please.  The company that moved me for less money the last time, was not available or I would have booked them.  This is the only bad experience Ive had in my past four moves.  I will contact the local news media next and see if they would like to warn people about unethical moving companies. I will not back down. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/16/2025

  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.

  Date of Transaction - ongoing - started by booking 6/12/25 - move pick up was 7/16/25 Friday before my move* I inventory specialist call and I walk through entire apartment with them and give them an accurate inventory of everything I had because I had been packed for a week! They tell me that based on what I told them* I shouldn't need more cubic feet for the move. Day of Move - Movers show up with an inventory that has not been updated and I end up being quoted 200 more cubic sq ft. Call from the manager* ***** Clairemont* who proceeds to insult me because I am upset about the lack of transparency and guidance from the actual business. He than asks me "YOU VOTED FOR KAMALA * DIDN'T YOU?" and proceeds to keep throwing insults at me like telling me "you've over played the moving is stressful card". I ask to speak to his owner to which he replies "You don't want to do that - he is worse than me". MIND YOU - I kept calling him sir* yes I was upset and frustrated because the blame kept being thrown on me - but to throw out insults to a customer when they have not - is just insane. Also* my movers heard all of this going on as well and the conversation so if the company tries to deny this* they are LIARS. Also asked me at the end of the conversation if I needed money to which I finally hung up. They will degrade you if you ask any kind of questions or get upset with them in any manner for lack of transparency. The kicker is ALL OF THESE CALLS ARE RECORDED (but of course for internal training purposes only). I was charged 200 cubic feet more than originally quoted even walking through my apartment on Friday. The new inventory should have been sent to the mover so I could get an accurate estimate and not be surprised on day of move. If I would have known (which I could have had the list been updated)* I could have made other arrangements to get a bigger trailer. This could have all been avoided. AND I REPEAT - ALL CALLS ARE RECORDED. They are too lazy to listen.

  Business Response

  Date: 07/31/2025

  Hello,

  When reviewing the file it appears the customer informed to ***************** *** to leave the inventory list as is as she would have a trailer for the additional cf. Seems when the movers arrived the additional cf. needed to go on the moving truck as she did not go the trailer route. Please direct notes from the file below-

  (note from QA call) 07/11/2025 10:51:04 am NICHOLASW Qa done and actually only about 580 cf but she is not asking to reduce and she did rent a trailer to take some additional items so we are leaving this as is.

  (Later with customer service manager)

  07/16/2025 12:46:33 pm **** Movers onsite - cst was transferred to me
  
  She is SCREAMING about how the adjustments she did last week with ******** weren`t finalized and sent to the movers.
  
  291 CF additional onsite.
  
  She is paying for it but is saying that she is going to be putting up complaints and doesn`t understand why we wasted her time to go through a 2nd estimate and not make the changes.
  
  Demanded the recorded call to be sent to her which I did tell her idk if the call is recorded..
  
  She hung up on me. She thinks we`re a joke

   

  In conclusion,

  When customers have more space required to be moved that is not on the inventory list, it has to be added and a cost revision would take place as the move is now larger and requires more work. This customer specifically told the ** *** to" leave the inventory as is" that she would move the additions in her trailer. On-site the customer agreed to pay for the overages and took responsibility for the extra items as they knew it was a mistake on their end. Later the customer felt the need to needle our sales and customer service department over the issue that they created. We are here to provide honest work and do our best to accommodate situations, within reason. This customer simply wanted to complain, and degrade the company for a situation that they knowingly created. 

   

  -OSVL

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23609129
  
  I am rejecting this response because: Its funny how the business admits to NOT making the secondary adjustments and to not answering why the so called manager had to continue to throw insults at me like asking me who I voted for and if I needed money for a move. Unprofessional much?! Yes, the calls are absolutely recorded. He specifically stated I dont have time to go back and listen further proving he didnt want to be proved wrong that his inventory person is incompetent and should have updated the inventory which would have absolutely updated the estimate. I even went as far as to provide the actual bin measurements as well as correct him on the sizing of the dresser the original ****** underestimated and wrote down incorrectly. To keep telling the customer that they are trying to pull one over is incorrect and a flat out lie. The call recording with the Inventory specialist would prove that. 

  this company is A JOKE. Run, run, run to all that are out there. Even the movers who were there with me talked to me about how unprofessional this manager was being on the phone. And I was only yelling after I continually asked why my inventory wasnt updated to which he couldnt answer. AGAIN, I never said I didnt yell but dont believe me?! The calls are RECORDED! 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 08/11/2025

  Hello,

  Please term 6 of the agreement below. This explains that it is the customer's responsibility to provide an accurate description of the items being moved. In the event items need to be added, they would adjust at the rate per cf. 

   

  You have elected a binding estimate. The total cost of the moving services will not exceed the estimated amount, provided, however, that you have provided ONE SOURCE VAN LINES LLC with an accurate description of the items listed on the inventory to be moved and a correct list of additional services needed.  You have requested to have an estimate provided for your household goods, in accordance with 49 CFR 371.113(c)(1). You agree to waive a physical survey of the household goods, and alternatively agree to receive a binding estimate based upon the provided item inventory list of all property to be transported. If any additional items/cubic feet, packing services, or labor are added at the origin or destination, you shall be charged for these services at the governing tariff rates. You understand that ONE SOURCE VAN LINES LLC has a 286 cubic ft minimum on all shipments. Any shipment below 286 cubic ft, will be charged at the 286 cubic ft rate. The price includes all fuel surcharges, tolls, item load and unload, basic disassembly, and reassembly of standard furniture items. It also includes up to a 75-foot-long carry at origin and destination, and one flight of stairs (up to 21 steps). Elaborate furniture items that must be disassembled and/or reassembled may require a third-party service or additional labor, and should be disclosed to your estimator and included on the estimate. The disconnecting and reconnecting of appliances is not included in the price. Reassembly is subject to the availability of tools and parties being available to connect. The packing and unpacking of boxes are only included in the estimated price if they are itemized in the packing/unpacking section of the estimate. All materials for labor of undisclosed items will be extra.

  We find it interesting that the customer told our QA agent that she would take the additional items in her trailer, but when the movers arrived, she tried to put the overages on us as if we intentionally failed to add them to the list. When people have more items to be moved that are not listed on the inventory list, they have to be paid for. The recordings are irrelevant based on what the customer agreed upon when signing the moving agreement.

   

  -OSVL

   

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23609129
  
  I am rejecting this response because: they can keep writing whatever they want to on this complaint. The entire point is I asked for the phone conversation recording with their inventory manager. AS THE BROKER, IT IS YOUR JOB TO ADVISE THE CLIENT. We are not in the moving business. But you all are. So to keep putting this on the client is insane to me. THE INVENTORY MANAGER is the one who advised me that it didnt need to be updated based on my walkthrough. Again, lets solve this now. HAND OVER THE RECORDING AND WE CAN SEE WHO IS ACTUALLY LYING. Keep citing contracts and irrelevant things, Im asking for the recording!

  Also, none of this excuses the so called manager who continued to insult me. Again, should be on a recording. 
  

  why would I make this up? I paid for the services because it was moving day, the movers were there and I did have a trailer. I advised the movers I had a trailer. As my ****** review states, had the inventory manager advised me I was over in CF, I would have made other arrangements. Hand over the recording! 

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/15/2025

  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.

  We paid for a moving business to get from ** to ** on a move. 1690$. Were told it would be a certain rate and only a few days of a move. When they went to go move us, they were now saying it would take our furniture ***** days to move to *******. Again-not what we were told or signed. They would not even give us an exact date of when they would move us, either. I called a couple of other local movers. They have heard of this company scamming people and advised us to cancel with them. I booked with one of them and called One Source to cancel and politely asked for our money back. They would not give us our refund. Yet, they were not transparent with us on the timeline when asked or even the pricing. They wanted to raise our moving rates. We never received this service. I have heard of them taking advantage of a customer of theirs with cancer and an elderly customer. Their business practices are unacceptable. I need your help. Thank you!

  Business Response

  Date: 07/15/2025

  Hello,

  This customer booked their move over 2 months ago. We have a 72 hour cancellation window from the time of booking, like most companies. Leading up to the pickup, we provide a day and time slot within their 3-day window a couple days prior to the pickup.  In this case that tike had not arrived and the customer called in for their pickup ETA, we informed them we will let them know shortly as the route is still premature and we want to make sure there are no delays on the route. They then decided to go and get another quote. When they attempted to cancel with us we informed them that they are well outside of the window and due to be picked up in a few days. They became irate and very nasty with our customer service manager using demeaning words towards women. This customer should be ashamed with themselves for speaking to  a lady in this manner. Additionally, this is why we have deposits and cancellation windows in this industry so customers cannot just leave a mover high and dry in the 11th hour. 

  Good day,

  -OSVL management

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23602629
  
  I am rejecting this response because:
  

  I was told when we signed up for the move that we would have our furniture within 3 days. Then it turned to ***** days of potentially no furniture. We cannot not live without furniture for that time frame. If that were properly disclosed, we would have gone with a different moving company. 

  As far as the dates changing and not having a concrete date, we needed to know when we would have a mover come. We both start jobs next week, so therefore we needed to hire another moving company.

  If the manager would have given us a refund or been more honest with us and the company would have been more honest with us as a whole, there wouldnt be profanity. Maybe look in the mirror and see what you are doing wrong as a business. I.e. not properly disclosing the correct information with the customer on the phone just to take their money. So no we will not be settling this until there is a refund for this inexcusable behavior.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/16/2025

  Hello,

  We are not sure where the customer is getting 60 days from. Every mover with a license on the **************************** is obligated to disclose to customers that the mover Legally have ****** from the **** to deliver the goods. This does not mean the move will take that long. Additionally, if a mover exceeds the 21 days, they would have to pay the customer a daily fee which is based on their tariff's. In all the years we have been doing this no move has ever come close to taking 60 days.

  Additionally, the customer called us in need of moving services, we provided them  a quote, sent them out a multiple page adobe sign where they signed at the bottom of each page. All of their concerns were disclosed to them and they still moved forward with the process. We understand people are starting new jobs, but it is their responsibility to coordinate their schedules not the mover. We do our best to accommodate, but cannot make promises and guarantees, just like the airlines. Getting belligerent and ignorant is not the way to handle things even in this stressful situation. 

  The customer has been deemed non-refundable and that will not change because they brought the matter to the BBB. 

   

  Good day,

  -OSVL

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23602629
  
  I am rejecting this response because:
  I will just continue to reject this until you give us a refund so have fun going back and fourth with me.

  You said yesterday it would take ***** days to receive our furniture. When I asked that before I put our deposit down, you said it would take 3 days. So yes I would like a refund. And yes I will get my money back from you somehow, someway due to dishonesty on your end.

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/02/2025

  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.

  They sold a service riddled with disinformation designed to acquire a contract that they can then take their time to complete in ways not originally advertised or authorized by the client. The lies and deceit from this company are rampant and trying to discuss matters with them has yielded absolutely nothing in terms of results or true information. Please do everything in your power to spread the message that this company is scamming people plain and simple. This company should not at all be allowed to continue to deceive and lie to turn a profit at the expense of others.

  Business Response

  Date: 07/03/2025

  ***** was provided a binding moving quote from FL to ** to be picked up between 6/17-6/18 for a 2 day pickup window. Directly after booking and signed a ***** sign agreement he was sent to verification so the work order could be confirmed. Leading up to the move, ***************** touched base to make sure no changes to the inventory were needed. He then received calls leading up to the pickup date. Pickup took place and the customer liked 6/28 for their first available pickup date (****) This **** date is the date that the movers would start to schedule the delivery and the spread would start as the loads are brought back to the warehouse when customer are not available quick delivery. That being said between 6/17 and 6/28 the items were in the warehouse waiting for the customers **** date to arrive so they could schedule the delivery. Unfortunately, based on the **** the customer set in the paperwork, it stalled their delivery later then they wanted. Seems the customer was starting a new job and needed his items fasted then what he listed on the paperwork. Based on everything that was mentioned, this does not make us out to be who the customer claims as a company. This would have happened with whomever he booked with. Our customer service team has been in contact with him and dealt with his unprofessional attitude due to his own mistake and we are doing our best to get the items to him as soon as possible. We understand a new job is being started and he has items in the load that he needs. Despite how we are being treated by the customer, we will remain in communication and assisting in any way possible.

  -OSVL management

   

• Initial Complaint

  Date:06/25/2025

  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 moving company has my parents furniture in storage and has doubled the price for their move. Their invoice is completely wrong and Ive tried for months to have it corrected. I need to get their furniture out of storage soon for their recent move but refuse to give this company the amount they are requesting.

  Customer Answer

  Date: 06/25/2025

  After I told them I filed a complaint, they recently reached out to me and agreed to provide a $1,000 reduction in price. This business has a long history of complaints which I failed to notice before giving them the project. Ill make sure I look for BBB complaints in the future before hiring anyone. 

  Customer Answer

  Date: 06/26/2025

  I dont want to close it out until we actually see the new invoice.  Theyve made promises before and didnt follow through. 

  Business Response

  Date: 06/26/2025

  Hello.

  After reviewing the notes on the file, It shows the customer has more cubic feet on-site to be moved. One Source nor the carrier was trying to take advantage of the customer, they simple had a bigger move. Please see direct note from file as we did what we could to negotiate the cost down for the customer. All of our paperwork states that we are a broker, whomever they went with, more then likely would have sub contracted out this job. 

  Additionally, we sent out a compensation offer to help the matter as their moving broker.

   

  06/20/2025 04:48:51 pm- Spoke with **** about the paperwork - she`s not understanding how the price went up the way it did.
  
  I went over the additional items with her and she is still questioning it
  
  Best I can offer her is a conference call between the carrier, us, and cst
  
  F/U Mon - ******** isn`t in the office.

  06/25/2025 04:04:55 pm ****/ Went over the below info with ****
  
  She said she appreciates the discount but this is still way over what it should be
  
  **** is a math major and a data analysis
  
  Said she had no knowledge this was being outsourced by us and is not happy with this dragged out process and feels like her parents are being taken advantage of..
  
  Apologized for the experience. - Offered $200 comp from us
  
  Carrier is sending LDF to **** for FADD end of July

   

  -OSVL Team

  Customer Answer

  Date: 06/26/2025

  The company they outsourced the move to, Express Movers, made significant errors when calculating the additional space used in the move. After many attempts at asking them to review the itemized list, they finally did and  discovered errors. They agreed to reduce the price by $855. Once I see their revised invoice, I will close this complaint. 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23518289
  
  I am rejecting this response because:

  The company they outsourced the move to, Express Movers, made significant errors when calculating the additional space used in the move. After many attempts at asking them to review the itemized list, they finally did and  discovered errors. They agreed to reduce the price by $855. Once I see their revised invoice, I will close this complaint. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 06/26/2025

  Our job is to locate and dispatch a carrier that is up to date with the requirements set forth by the ****************************. This was completed and we have been there to advocate on the customer behalf, as we have done. If that is the customers stance, they should have a ******************** case with the carrier, not the broker who did nothing wrong. We would ask that the BBB understand this fact, and close out the case as the customer signed and agreement stating they would not hold the moving broker liable for overages, yet here we are.

   

  -OSVL management