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:11/05/2025

  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.

  This correspondence serves as my final demand for the immediate resolution of your companys failure to deliver my 1979 ****************** duffel bag, which was entrusted to One Source Van Lines LLC during my contracted move from **********, *******, to ******, **************. The item, containing irreplaceable military property and personal effects, was under your custody and care when it went missing. You have now had more than sufficient time to locate, return, or compensate me for the loss. I hereby demand full compensation in the amount of $3,000 within seven (7) calendar days of this notice. If you fail to comply, I will immediately initiate legal action against your company and its principals for property loss, breach of contract, and negligence, and I will escalate this matter with the ******************************************* (*****) and state consumer protection authorities. This is not a requestit is a final demand for accountability.

  Business Response

  Date: 11/05/2025

  Dear Ms. **************** you for reaching out. We understand your concern regarding the missing military duffel bag from your recent relocation arranged through One Source Van Lines LLC.
  As stated in our BrokerShipper Agreement and in accordance with 49 CFR ***** and *******, One Source Van Lines LLC operates strictly as a household goods moving broker, not as a carrier. This means we coordinate the transportation services on your behalf, but we do not take possession of or handle your shipment directly. Under federal law, liability for loss or damage to household goods rests with the motor carrier that physically transported your items.
  That said, we are happy to assist by facilitating communication with the carrier and helping you file the appropriate loss or damage claim.
  Please find below the carriers contact information:
  , DOT #, MC #, phone, 
  You may direct your written claim and supporting documentation (photos, inventory list, proof of value, etc.) to the carrier for review under their claims process. If youd like, we can forward your correspondence to them on your behalf to ensure prompt handling.
  We sincerely regret the inconvenience and appreciate your patience while the carrier reviews your claim.
  Kind regards,

  Customer Answer

  Date: 11/05/2025

   
  Complaint: 24107949
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/05/2025

  Customer didn't list why they are rejecting the response.....

  Customer Answer

  Date: 11/05/2025

  I don't reject the business plan of action I understand is IQ moving in storage that needs to be addressing this issue which I am now following a complaint with IQ moving and storage

• Initial Complaint

  Date:10/20/2025

  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.

  One Source Van Lines is a broker who hires independent moving companies. They hired ******************************** LLC "***** " Titan picked up on August 26th then only brought half of my belongings in September 9th and will not bring the other half. They have been paid in full They keep making up lies why they won't deliver. Truck, hospital driver etc... they told me last Friday October 17th they would deliver at 4pm no showed no one called.

  Business Response

  Date: 11/05/2025

  Hello,

  Yes, we are indeed a broker; this is stated on our agreement a dozen times. We have tried to communicate with the customer, and she told us not to call her. She has been given the carrier's information so she can call them directly if she'd like. Unfortunately, she has treated our staff poorly on multiple occasions when we have tried to help her.

   

  -OSVL

   

  Customer Answer

  Date: 11/08/2025

  My contract was with One Source Van Lines not Wise Guys and not *************************************** They are and we're in breach of contract 30 day delivery.  They took 60 days. They ignored my phones calls or they would keep telling me there was nothing they could do. Here's what they should do is get out of the moving business. They let 3 men come to my home at 9:30 at night to pick up my belongings and they didn't leave until 2:30am . Unspeakable!! Talk about Rude. !!! 

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24040304
  
  I am rejecting this response because:

  My contract was with One Source Van Lines not Wise Guys and not *************************************** They are and we're in breach of contract 30 day delivery.  They took 60 days. They ignored my phones calls or they would keep telling me there was nothing they could do. Here's what they should do is get out of the moving business. They let 3 men come to my home at 9:30 at night to pick up my belongings and they didn't leave until 2:30am . Unspeakable!! Talk about Rude. !!! 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/12/2025

  Thank you for contacting us regarding your recent relocation. We understand your frustration and truly regret that your experience did not meet expectations.
  To clarify, One Source Van Lines LLC is a federally licensed household-goods moving broker (U.S. DOT #*******, MC #*******). As stated in the BrokerShipper Agreement that you reviewed and signed at the time of booking, One Source Van Lines does not own trucks or employ movers directly. Our role is to arrange and coordinate your move with an FMCSA-authorized motor carrierin your case, Wise Guys and/or *********************************** is responsible for the physical pickup, transportation, and delivery of your belongings.
  Your contract and payment with One Source covered the broker services involved in coordinating the move, securing a licensed carrier, and confirming availability and scheduling. The motor carrier performing your move assumes liability for service issues, delivery delays, or damages under 49 U.S.C. ***** (the ******* Amendment).
  We are happy to assist in facilitating communication with the carrier to help you resolve your concerns regarding delivery timing and service quality. Please provide your move reference number so we can forward your details directly to the carriers claims or customer service department.
  We appreciate your patience and understanding while we help ensure this is handled appropriately.

  Customer Answer

  Date: 11/13/2025

   
  Complaint: 24040304
  
  I am rejecting this response because:

  The movers you higher did not deliver in a timely manner if they were in breach of contract and ruined alot of our furniture.  It gave us a tremendous amount of hardship and stress.  Over and over again through phone conversations You One Source told me that it was out of your control even though you hired them.  ** times you would tell me you couldn't get ahold of the movers and you didn't know what to tell me or what to do. If you look at ******************************** LLC reviews on line nothing but bad bad reviews.  You hired a incompetent moving company.  And that was your responsibility and I want all my moving money back. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 11/14/2025

  I have hired a lawyer.  If One Source Van Lines is going to take on moving or hiring out movers they should be more careful who they hire.  One Source Van Lines is responsible for the person or carrier they employed.

  They were rude to us and uncaring.  

   

• Initial Complaint

  Date:09/23/2025

  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 initially spoke to ******* Stoodly (no longer employed by the company - how convenient!) on 7/19. This employee grossly misinformed me of 1. cost 2. how the order would be packaged 3. timeframe for our items to reach destination and 4. mode of delivery. I spent over 1.5 hours on the phone with him explaining in great detail that my mom and I were moving from 2 separate apartments in ******* to 2 separate residences in **. He led me to believe this move would be packaged under one "ticket" based on the cubic feet of our items and with one binding estimate fee of 2k. (Initial estimate attached). He also led me to believe our things would be packed up and then depart on the road to **, taking roughly about 5 days. We planned and budgeted our lodging, time off work, etc. around this advice. His initial quote to us was around $6400.What actually happened is that the QC "manager" created two tickets with two $2k binding estimate fees in addition to the increase to our inventory. To be fair, I will take accountability for underestimating the amount of my mom's things - what I did NOT agree to was the additional $2k fee they sprung on us less than 36 hours before our move when it was too late to book another company or back out and forfeit our $2k non refundable deposit). They would not allow us to move forward scheduling our pick up without paying this fee. I expressed extreme displeasure at this ************* tactic, with our backs against the wall we were forced to agree. The cherry on top of all of this is that our things did not immediately depart Phx but were held to wait for an 18 ******* semi- with NO estimated pick up or delivery date. Our stuff was packed on 9/17 and it is now a week later and we have no update when we can expect our things.Every single staff member I have spoken to at **** is defensive, condescending, arrogant, and unsympathetic. I requested a full refund of the additional binding fee and was told NO the best they could do was $500.

  Business Response

  Date: 09/24/2025

  Hello,

  It is not unusual for customers to request an additional stop so that some items can be delivered to a nearby location. Originally, this was the plan for your move. However, during your QA call prior to pickup, you informed us of significant changes to the inventory list and to which items were going to each location. Because of these revisions, and to ensure accuracy, the move was separated into two files so that all items would be delivered to the correct destinations. Had we been provided this updated information from the start, your relocation would have been quoted as a two-estimate move from the beginning.
  We have also explained that pickup and delivery dates cannot be guaranteed. This is clearly stated in your agreement, which was signed in multiple places acknowledging those terms. What we can provide is an average delivery spread based on mileage and route. Like most long-distance movers, carriers will typically pick up items, transfer them to a warehouse, and then ship them out once the route is filled.
  We understand this may not be the outcome you were hoping for, but we have been transparent about the process from the start. In recognition of your frustration, we offered $500 as a gesture of goodwill. Unfortunately, the amount you are seeking is beyond what we can reasonably provide, given the small margins within the moving industry.
  We regret that you are dissatisfied, but must stand by the resolution already extended

   

  Good day,

  -OSVL

  Customer Answer

  Date: 09/24/2025

   
  Complaint: 23925726
  
  I am rejecting this response because:

  This is blatantly false. I very clearly explained and itemized which items were mine and which were my moms, hence the 1.5 hour initial phone call going through all of these details. You can see my moms separate address on the initial estimate - clearly this was discussed thoroughly.
  
  This company refuses to take any portion of ownership for the gross misinformation provided by the initial sales **** I would NEVER have agreed to do business with this company had I known they would charge the additional $2k binding fee, putting me well outside of my clearly explained budget, and demand that this be refunded in full based on their bait and switch sales tactics and dishonesty.

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

  Business Response

  Date: 09/24/2025

  Hello,

  We have already explained our position regarding this move and the compensation offer that was extended. That position will not change, regardless of the complaint being brought to the BBB. **** has no further information to provide at this time.
  For reference, we have attached the signed agreement for this customers move. Upon review, the ******************** will see that the issues the customer is contesting were clearly disclosed as possibilities prior to their signing, and the terms were agreed to in writing.

  -OSVL

• Initial Complaint

  Date:09/18/2025

  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.

  Hello my ex husband hired me this moving company to move me to N.y while I was in N.Y I decided to move back to M.o *********** had not shipped my belongings yet and they were still in a warehouse. So I changed the drop off location back to where they picked up my belongings. Now Im getting the runaround and they are not returning my items

  Business Response

  Date: 09/19/2025

  We understand your concern and frustration, and we want to take a moment to explain the situation.
  When the original order was placed, your belongings were scheduled for transport to ********. After your decision to change the delivery back to ********, your shipment had already been routed and space reserved on a carriers schedule. This last-minute change unfortunately caused scheduling conflicts, as carriers allocate resources and routes weeks in advance.
  That said, our team has been working to adjust the logistics in order to accommodate your new request. While these adjustments are not always immediate due to carrier availability, we are committed to assisting you where possible and will continue to prioritize getting your items delivered back to you.
  We ask for your patience as we work through these scheduling challenges. Our customer service and dispatch teams will remain in communication with you and provide updates as soon as new delivery details are confirmed.
  We value your business and will do our best to help resolve this matter in a fair and timely manner.

  Customer Answer

  Date: 09/30/2025

  Hello thank you for your help. My belongings have been returned. The problem is that I had paid for my belongings to go to ** and then I changed my mind. They asked for more money I think they should give me some of that money back because my belongings never left **

• Initial Complaint

  Date:09/11/2025

  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.

  While shopping around for movers I got a quote from the company and I had told them the items that I had. They said it would cover a certain amount of space in the quote. A few days before the move was supposed to happen they did a video call to verify the items the person that was supposed to do the call we told them we were a few minutes away from the house and they were extremely rude and said they would not do the video walk through to verify the items we were having moved. The day of the move the company stated it would cost 5 grand more to move the items that I was originally quoted for. I did not add any extra items to be moved. I decided not to use the service as I could not afford to spend the extra it was going to cost to move the equipment. I feel that if it is a greater amount off the quoted price the company should offer a refund. For the move the movers when they showed up stated that my couch and one bedroom set covered the amount that I was quoted for and the mover that showed up stated that the company does this with all the people they have dealt with on the moves.

  Business Response

  Date: 09/11/2025

  Hello,

  When reviewing the file, it appears that prior to booking, during the ***************** (time to add or remove items) ***** informed us no changes were needed. Then, later on-site, it was a different story.

   

  Please see the direct notes from QA and customer service to follow below.....

   

  ****QA done but not done as the husband says he always said there were no changes unless ******** wanted to add something but she feels like the box count will be less and no changes to the inventory! Zelle on pu and updated the delivery address, and she is leaving on the 30th!

   

  Customer service when pickup took place*********

  On-Site from Friday, i didn`t save my note -
  ******** is the one onsite, ***** the *******, called in on the ** line. He was giving a worst case for the job of 750 ** of course, the ** went up and the packing price went up. After a lot of back and forth. I said Ma`am, let's look at one thing on here. You have listed 35 boxes that need packing if they pack 50 there is more space and more materials being used. Nothing I offered worked for them. More space was needed. Beds all had drawers and were just bigger. They did not move forward.

   

  Sending the movers away is considered a forfeiture of the deposit as stated in the agreement they signed.

   

  -OSVL

• 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,
  
  ***** *******