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:06/24/2025

  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.

  Hired one source for move. They assured me all my things would be loaded on truck. Worked with their quality assurance team to provide detail descriptions of each item. They outsourced pickup and delivery. The pick up company was not provided the detail descriptions of the items. I had to text the details myself. $2000 worth of items were not loaded or delivered. I was also overcharged. They refuse to compensate me. Their contracts and legal language is written in such a way that the customer is at their mercy and has no recourse. They ask for cash or Zelle to prevent any stop payments

  Business Response

  Date: 07/08/2025

  Hello,

  When reviewing the notes on file, it appears the customer was not present at the pickup and had their neighbor stand in for them. In our experience this usually can cause issues as they are not moving and do not know the full scope of things. We also understand that customer moving suffers from *********** and with all due respect who ask if maybe this has some influence to to issues. If certain items were not loaded, it must have been items that were not accounted for on the inventory or the customer chose to not pay to ***** them moved. There is also the possibility that person standing in did not tell them they were being moved. Nevertheless, if assistance in needed the customer can reach out to our support team who will communicate with the contracted carrier on their behalf. At this time we could see what can been done to help the situation for the customer.

  -OSVL Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23510436
  
  I am rejecting this response because:

  I explained my disability upfront and specifically told them that the person on site, would not be able to tell them what is to be moved. I went over all items to be moved on 3 different occasions and was assured by the ** team the detailed information of what is to be moved would be shared with the driver/pickup team. That never happened. I also find it despicable to use my disability as an excuse for the companys incompetence. This was not rocket science. Seems the caliber of employees is the real disability.

  Sincerely,
  
  **** *****

  Business Response

  Date: 07/09/2025

  Hello,

  We did not mean to be offensive, just outlining what may have caused the issues being that the customer was not on-site for their own move. If the customer would like to contact our customer service team, we will do what we can to help them. However,  bringing the matter to the BBB does not intimidate us, nor do we participate in their "pay to play" program as we do not need their advertising benefits.

   

  Good day,

  -OSVL

• Initial Complaint

  Date:06/23/2025

  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.

  We used this company to move recently. When we were given our moving estimate they were to bring a truck with electricity to move our deep freeze with our food in it and also move my piano. When the movers arrived they said they could not move either of these two items and we would have to find a different way to get them moved. My husband contacted the company and asked them to refigure our costs and the company said they had to open a ticket and we would know within the next couple of days the price difference. They never told us the price difference but instead they just tried to take a balance out of my checking account which I did a stop payment on as services were not completed so I didn't want to pay until I got the new balanace. They have contacted us multiple times for remaining payment but will not give us a new balance as they say services were completed and we need to finish payment. Why would I finish payment for a job that wasn't completed? This company is trying to tell me that I need to make the full payment before they can adjust the bill but it took them less than an hour to adjust the bill when we added boxes.

  Business Response

  Date: 06/23/2025

  Hello,

  We are not sure what led the customer to believe we would provide a truck where their deep freezer could be plugged in and operable during the transit. Household goods moving companies DO NOT not move perishable items, we move furniture. Prior to the pickup, they received their quality assurance call where changes were made to the inventory. The customer added items which influenced the cost to increase. They agreed to the new cost and signed the new agreement which required a payment of just over $1400.00. They agreed to use the same method of payment and signed a new ACH authorization form agreeing for the funds to be withdrawn from the account. 

  Later, we received a notification from the bank after their drop-off took place and services were rendered, their check bounced. Seems the customer decided not to move a few items and took it upon themselves to put a stop payment to the check and we received a bounced check. When revisions are made to inventories, we contract a certain amount of cf. to the carrier which they are expecting to move. This cost is contracted and cannot be reduced. Putting a stop payment to the check is fraud and illegal as the job was completed. We tried to communicate this with the customer but unfortunately they feel in their opinion, they do not have to pay this anymore being that they removed a couple items. They have lost sight of the fact that they bounced a check on us.

  We have turned the file over to our legal team who is in the process of filing a police report and also filing suit for the funds that were stolen from the company. We have no further information as to this case as it has become a legal matter.

   

  Good day,

  -OSVL management

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23505836
  
  I am rejecting this response because: we did not CHOOSE to not have these items taken, the truck driver said he couldn't take them.  It is not our fault the the driver told us he couldn't take the freezer or the piano, it is on the company to move what was on the intentory sheet and they did not do that.  They did not complete the job that was agreed to in the contract.  It is not MY fault that they outsourced to someone that was unable to complete the job.  We contacted the company the day of moving and they said they would get back to my husband with new charges because of the items not being moved and we have yet to hear back from the company.  Why would I pay for a service that wasn't completed per the contract?  They should have picked a different company that would have completed the job that the contract said would be completed.  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 06/24/2025

  Hello,

  The customer has lost sight of the fact that committed fraud by bouncing a check in the amount of $1414.00. Even if the tape were played out the way the are claiming, the cost of the 2 items, cost wise, make up a fraction of the $1414.00. If the matter were handled properly, the customer would not have committed fraud by stopping the check and then came to us and the mover for compensation for the items that were not moved. Instead they broke the law and will face civil and criminal charges due to their actions.

  -OSVL

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23505836
  
  I am rejecting this response because: we tried to handle the matter properly.  We called the day the movers came to our home to load up all of the stuff.  When they told us they could not take some of the items my husband immediately called the company who said they would have a response to him by Wednedsay June 18th with the decision of the price difference.  We have yet to hear from anyone at the company about their decision.  We have not had ANY communication from the company except to ask for payment.  It is not FRAUD for me to cancel a check for a job that was not completed.  I never said I wouldn't pay, I said I was waiting to hear for the difference in price and I will make a payment as soon as I get the new invoice,  I have already made 3 payments to the company.  A deposit for $1,350 when my husband hired the company, $1780 the day they picked everything up and $1780 the day everything was dropped off.  It's not like I haven't paid for the services we recieved, as I have I just haven't paid the remaining balance as I am waiting for the price difference.  Once this price difference is made I will pay it in full the same day that I recieve it.  This is very poor customer service asking for a payment to be completed when the job was not completed.  When they called us the day before moving and we had added extra boxes it took less than 10 minutes for them to tell us the price change of the $1404, so I do not understand why they can't tell us the price difference for removing the 2 BIG items off the invoice just as quickly so I can get this paid and we can have it done.  I am willing to pay whatever the remaining balance is of the $1404 minus the cost to remove those 2 BIG items off the inventory.  If the company really wants their money as bad as they are making it, they can change the amount for the 2 items and it will be paid in full by the end of business day today but I am NOT paying for a service that was NOT completed because the company THEY hired said they couldn't complete the job. You wouldn't pay for a fence to be put in and the contractor to say, oh sorry, I didn't get the gates but heres your bill with the gates on it, pay me for it and that's done.  NO, you would wait for them to put the gates in, or take the price of the gates off.   Make the changes and I will pay, don't make the changes and you can try to say it's fraud but it's not becuase I have paid for the first contract we signed.  
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:06/10/2025

  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.

  May 30, ******************************************************************** with a vague description of my inventory in my house, which was fine, she said it would be $3636 and that was it. A week leading up to our move I contacted by this inventory specialist, giving him a precise inventory and he bumped the price up to $6500. I hesitated, but I also agreed because of the inventory we are moving our stuff from ************ to ******. He asked me what day between May ***** would work for them to come pick up our belongings and I said the 30th would be great. This conversation took place on May 26. I got a phone call on May 27 telling me the drivers will be there on the 28th at 10 AM and I told them that we agreed to the 30th and they said I wish he wouldnt do that because thats not how it works I said well I guess were gonna have to go with the 28th because what other choice do we have. Basically they knew what we werentgoing to be fully ready, but we scrambled and got all of our belongings together in boxes. They show up the morning of the 28th, the movers went over everything we had and told my husband that it was going to be over $12,000. That was not the original price I was given the second time they sat there and were speaking to a *****, who is a dispatcher,and she was basically fighting with my husband and arguing, and we explained to her that we had a contract that we signed and agreed to we were going to pay $6500. She said we can fill the truck with the amount of $6500 worth, but they wouldnt be able to take anything else without charging us the over $12,000 we were stuck between a rock and a hard place so we agreed because we need to get our stuff moved. At this point I had already paid almost $4000 and we gave them a check at the for another $6500. They also said that they wanted a tip and it was very awkward, but we ended up giving them a $500 check for a tip. They asked us what day we would like our stuff delivered and we told them June 6.

  Business Response

  Date: 06/12/2025

  Hello,

  We are sorry to see that the cost increased on the customer on-site as well as the ***************** call. It seems before the pickup, they added 258 cf of additional items to be moved. This did increase the cost being that the move went up in size roughly 30%. This new revised inventory is what the carrier is now prepared to move when they get on-site. In the case the mover arrived and the customer still had additional items not on the list needing to be moved. They then did an on-site revision and presented the cost for the move the once again additional items. Seems the customer moved forward with the revision as it was justified due to move cf and a larger move. 

  In these situations our questions is always, where were these additional items the first two times we went over the inventory with the customer? We do our best to explain to customer that the cost of the move is based on the amount of space you take up in the truck. If they went with  a major van line they would have quoted this by weight and the cost would have been adjusted when they hit the weigh in station.

  We are sorry they went through this experience, this is never what we aim for as a company. However, when providing estimates, it it pivotal that we are provided an accurate description of the items being moved in order to quote customer properly.

  -OSVL

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23450160
  
  I am rejecting this response because: The 3 men who came to move our things had to box up one closet with mine & my husbands clothes, and we had 2 tvs with no boxes and asked them for those boxes. That shouldnt have cost an extra $6000 on top of the signed agreement. I also told **** when he called me for a full inventory on May 26 everything we had, said it got bumped to $6500. once the movers came we ended up not taking quite a few large items so that wasnt included in the inventory when the movers came. **** told me we could have the movers come May *****, and I asked Mike ***************** if the movers could come May 30 since we werent fully ready yet for the movers and he said we could have them come the 30th. I get a call the 27 from the driver saying they would be there the 28th at 10 AM, knowing we werent ready. Gio, one of the movers asked us when we wanted our things delivered and I said June 6, he said they would be here June 6. It is now June 12. I have called one source twice since the 6th and they keep telling me that they dont have a date for delivery. After Gio wrote numbers down on a piece of paper, telling us we still owe $2000 by delivery. He asked us for a tip. Feeling uncomfortable, we gave him a $500 tip. Yes, we agreed to move on with everything because they were at our house and what else were we supposed to do? ***** said that they would only fill the truck up to what we signed for on the agreement which is asinine.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 06/12/2025

  This is what Gio wrote for our inventory after they were completed. Please review and compare with the binding agreement generated before the movers came. 

  Customer Answer

  Date: 06/12/2025

  Please review the written inventory vs the binding contract. The attachments are written by Gio the mover. We only agreed to proceed because they were there for over an hour after going back and forth with ***** regarding the inflated price. We had no choice and they took advantage of that, especially showing up on the 28th knowing that we requested the 30th with ****. They sure showed up when we werent ready but now they have no date of delivery, when I called twice since June 6th and they keep telling me different answers. One *** told me he was 80% sure they would have our things on the delivery truck the weekend of June 6th and then I called again June 10th and a woman told me they would be finalizing their plans by Friday, June 13th and we would get a call. If they record their calls like they say, please review them and listen to all the run around conversations we get from them.

  Customer Answer

  Date: 06/12/2025

  Please review the written inventory vs the binding contract. The attachments are written by Gio the mover. We only agreed to proceed because they were there for over an hour after going back and forth with ***** regarding the inflated price. We had no choice and they took advantage of that, especially showing up on the 28th knowing that we requested the 30th with ****. They sure showed up when we werent ready but now they have no date of delivery, when I called twice since June 6th and they keep telling me different answers. One *** told me he was 80% sure they would have our things on the delivery truck the weekend of June 6th and then I called again June 10th and a woman told me they would be finalizing their plans by Friday, June 13th and we would get a call. If they record their calls like they say, please review them and listen to all the run around conversations we get from them.

  Customer Answer

  Date: 06/12/2025

  Please review the written inventory vs the binding contract. The attachments are written by Gio the mover. We only agreed to proceed because they were there for over an hour after going back and forth with ***** regarding the inflated price. We had no choice and they took advantage of that, especially showing up on the 28th knowing that we requested the 30th with ****. They sure showed up when we werent ready but now they have no date of delivery, when I called twice since June 6th and they keep telling me different answers. One *** told me he was 80% sure they would have our things on the delivery truck the weekend of June 6th and then I called again June 10th and a woman told me they would be finalizing their plans by Friday, June 13th and we would get a call. If they record their calls like they say, please review them and listen to all the run around conversations we get from them.

  Customer Answer

  Date: 06/12/2025

  Please review the written inventory vs the binding contract. The attachments are written by Gio the mover. We only agreed to proceed because they were there for over an hour after going back and forth with ***** regarding the inflated price. We had no choice and they took advantage of that, especially showing up on the 28th knowing that we requested the 30th with ****. They sure showed up when we werent ready but now they have no date of delivery, when I called twice since June 6th and they keep telling me different answers. One *** told me he was 80% sure they would have our things on the delivery truck the weekend of June 6th and then I called again June 10th and a woman told me they would be finalizing their plans by Friday, June 13th and we would get a call. If they record their calls like they say, please review them and listen to all the run around conversations we get from them.

  Business Response

  Date: 06/12/2025

  With all due respect, lets be realistic, the packing of a closet and tv do not cost 6k, there are other factors that drove that cost up. The customer was not taken advantage of by any means, they had a larger move. Additionally, there is a reason we set 3 day pickup windows due to unforeseen circumstances. Now, ******* *** have put in a request for a day that the customer prefers. This does not guarantee that date. This is all mentioned in the agreement the customer signed off on. The additional charges have been contractually justified and signed off on. There is no further feedback regarding this move at this time.

  -OSVL

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23450160
  
  I am rejecting this response because:
  Why would your company hire people that give incorrect and misinformation? Please review my attachments and compare them to the binding agreement that I signed of the inventory that I gave versus the written inventory written by Gio. I gave **** the inventory that we had, thats when the price doubled from the initial estimate I gave to ****** in February, which I understand because I gave her a vague description of the items I had at that time because we werent sure.I would like phone calls that were recorded that they say they record and I want the attachments to be reviewed because they are inconsistent. I read on the Better Business Bureau complaints about this company and it is filled with the same exact problems. I have already filed a complaint with the ***** due to the issues with this company. If you guys say that you dont give dates of delivery, but then you have three different people telling me different information, I would suggest educating your employees to not give out that type of information. Were paying over $13,000and we have to deal with this nonsense.

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

  Customer Answer

  Date: 06/12/2025

  We were also warned that they could charge us for when they get here due to stairs, we have no outside stairs and Gio specifically told us that they do not charge for stairs inside the home. We do have stairs inside of our home.

• Initial Complaint

  Date:05/22/2025

  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 hired this company to move my belongings from ***** to ***************. I spoke with a salesman, ****, who assured me if pickup happened on April 20 or 21, delivery would be by May 1. I agreed and paid a deposit. On April 21, no one showed up. Thats when I found out they were a broker, which was not made clear. **** later called, said Boise was "out of the way," and promised an updateshe never followed up. I called several times with no answer. She told me to get a storage unit, but I was out of state and couldnt move my things.They rescheduled pickup for April 26, confirmed multiple times. Again, no one came. It took all day to hear back. The *** who finally called was rude and dishonest, claiming truck issues. He put the carrier on the phone, who said they never got my address and had passed through my city. The *** promised a discount, then got angry and hung up. I was then passed off to the carrier, and the broker stopped responding.The company was unprofessional and deceptive. Their failure caused major disruptionI arrived in ******* with no belongings, had to pay for an ******, eat out, and scramble to find housing.Requested Resolution:I request a full refund of my deposit, as it was spent on accommodations and meals caused by their failure to deliver the service.

  Business Response

  Date: 05/23/2025

  Hello,

  We do apologize if there has been delays on the route. This move was traveling from ID to ** going 2812 miles with  a minimal load size. This means there are other moves on the route that take place. This how we were able to provide the customer a total move cost of $2460.96. With a ************** this move could have been well over 8k. Smaller moves coming out of ID are off the beaten path this time of year as the area is not as popular as some of the more busy cities when referring the move volume. We are very clear as to being a broker. This verbiage is stated throughout our agreement. Directly after booking customer are put through a verification call, and at the end they all say "thank you for choosing One Source Van Lines as your moving broker."

  Moves traveling from ID to ** with under 400cf. would be sub-contracted by any company this time of the year. A local company would need to perform the pickup and then it would be shipped out. This is the same process we are performing for the customer. On top of that there were some unfortunate delays on top of that. For this we do apologize and have no control over unforeseen circumstances.

  When speaking with customer service they may have put in a request to seek compensation for the customer. This would have to go into review. In most cases, however,  management would not offer compensation when  a customer has taken action to harm the companies reputation. If further assistance is needed, please reach out to our customer service team as they have been involved in the move the entire time. 

  -OSVL

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23365279
  
  I am rejecting this response because: 
  While my belongings were eventually delivered, the experience was marred by multiple serious failures, including:
  1. Severely Delayed and Mishandled Pickup
  The pickup was missed on multiple scheduled dates without communication.
  I had to repeatedly follow up with representatives who were at times dismissive, misleading, or unprofessional.
  The carrier never received my address or proper paperwork, resulting in my shipment being completely bypassed at one point an error that was acknowledged by the carrier on a three-way call.
  2. Damaged Items Upon Delivery
  Several of my belongings were delivered badly damaged, indicating a lack of care and proper handling.
  I have photo documentation of the damage and can provide it upon request.
  3. Misrepresentation and Lack of Transparency
  I was led to believe I was working directly with a moving company, not a broker subcontracting the move with little oversight this was not made clear until after I booked.
  Only after repeated issues did the broker status and logistical shortcomings come to light.
  4. No Resolution or Compensation Provided
  Despite verbal acknowledgments of the mishandling and an offer of a discount from a representative, no formal apology or compensation has been issued to date.
  My attempts to escalate the matter have gone unanswered or deflected.
  
  I am formally requesting a full refund of my deposit in light of:
  The company's failure to provide services in a professional and timely manner;
  The mishandling that led to property damage;
  The lack of transparency regarding their broker status;
  And the overall breach of trust and contract.
  If One Source Van Lines fails to refund my deposit, I will pursue further remedies through additional consumer protection agencies and legal channels.
  Thank you for your assistance in helping ensure accountability and resolution in this matter.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/03/2025

  Hello,

  The customer signed an agreement at the bottom of each page which required a signature. We do this to ensure customer shave a full understanding of the terms of our agreement. Our terms are the same as the vast majority of companies like ourselves. 

  Key points-

  **We do not guarantee pickup or delivery dates due to unforeseen circumstances.

  **Broken or damages items would be an insurance claim, One Source Van Lines is not to be held liable for these situations.

  Now, it is very unfortunate that these matters occurred, but these are risks that the customer took going in to hiring us as a company. They did not happen on purpose, these are simply matter that are out of our control as the moving broker. To bring the matter to the BBB is nothing more then defamation of character.

  We apologize but there is no refund available for the customer at this time.

  -OSVL management

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23365279
  
  I am rejecting this response because:

  I strongly disagree with the response provided by One Source Van Lines (OSVL) and stand by my complaint.
  From the very first interaction, I was misled by their salesperson, ****, who assured me that if pickup occurred on April 20 or 21, my belongings would arrive in ******* by May 1. I made it explicitly clear that I needed my items in ******* by that date, and based on his promises, I agreed and paid a deposit. At no point did **** mention that the company was a broker or that delivery dates could not be guaranteedhad this been disclosed upfront, I would never have hired them.
  The companys response now claims that I "accepted the risk" and "understood the terms." This is inaccurate. Critical information was withheld, and their assurances were the basis for my decision. I was not provided a full explanation of the risks or the true nature of their services. Only after no one arrived on the scheduled pickup day (April 21) did I learn they were merely a broker. That revelation came from ****, who described Boise as "out of the way" and then failed to follow through on promised updates.
  Despite repeated confirmations, pickup did not happen again on the rescheduled date of April 26. The communication was appallingmy calls went unanswered for hours, and when someone finally did respond, they were dismissive and dishonest. I was then told by the actual carrier that they had never even received my address and had already driven past my city.
  At this point, I was stranded out of state with no belongings, forced to spend over $1,000 on temporary housing, eating out, and last-minute arrangements. I also lost an apartment because my items were not delivered in time, a direct result of OSVLs failure to uphold their end of the agreement.
  Their response claiming this is "defamation of character" is not only unprofessionalit reflects their refusal to take responsibility for the very real damages caused by their false promises and negligent service. This is not simply a matter of "unforeseen circumstances"it is a matter of deception, lack of transparency, and poor business practices.
  I respectfully request that my deposit to be refunded to help offset the significant financial burden this company caused. They failed to deliver the service they promised, misled me at multiple points, and caused substantial disruption to my relocation. I am seeking a fair resolution. I am far from the only person stating the company functions like this and they need to be held accountable.
  Sincerely,
  ******* ******
  
  

• Initial Complaint

  Date:05/06/2025

  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 was given a price of my move from ******* to ***** and was then my charges continued to increase. The initial charge was 1974 and then increased to 4680. I continued calling them for updates on my items and they never returned my calls. My storage containers were zip tied when they were picked up by them and when I got them back all the ties were broken. When I did make contact with them after me continuously calling them, they treated me like they were the victim and did not care. My charges included for emotional distress as they have taken all my money and I feel victimized by them going through my containers. I told them on multiple occasions I was going to contact the BBB and they said the BBB is not like the *** and they cant do anything about it. This was said to me by *****.

  Business Response

  Date: 05/07/2025

  Hello,

  The only reason for cost increase is when the customer has a larger move then what was contracted, packing required, long carry, or shuttle services at drop off being that the semi cannot fit in the location. All of the mentioned reasons for overages are listed on page one of our agreement. 

  In this case the customer required a shuttle for drop off being that our truck could not fit in the location. Customers are forewarned about these situations potentially arising. When reviewing the file it appears the customer wanted to rent her own Uhaul and have the movers meet her in a ********** parking lot. The file has been reviewed by upper management and the overages for this move are justified. One Source did nothing wrong in the matter. Our job was to dispatch  a truck for the customer to perform the move for a certain amount of cubic feet that was contracted for the customer. 

  Having their family call in and make threats to our company to diminish our reputation is nothing more then defamation of character. We did our best to assist with this move for the customer. When referring back to the file, we allowed the customer the ability to make payments by breaking up to cost for them on good faith. There are numerous notes from multiple customer service representatives throughout the course of the move that were involved and doing their best to help the customer. Nothing was done intentionally to upcharge them as mentioned. Additional services were required to perform this move, and the agreement that was signed stating such when they agreed to the terms of our services.

  -OSVL

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23295576
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/07/2025

  Sorry I thought this was a rebuttal but I think I might have made a new complaint which was not what I wanted to do

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23295576
  
  I am rejecting this response because. Please see my letter below.

  Complaint Against One Source Van Lines
  I am submitting this complaint regarding my recent experience with One Source Van Lines during my interstate move from ******, ** to *******, **. What should have been a straightforward and professional relocation turned into a highly stressful and costly ordeal due to repeated misrepresentations, lack of transparency, poor communication, and violations of my personal privacy.
  Inaccurate and Misleading Estimates
  I initially contacted One Source Van Lines and spoke with customer service representative ****** ******. I clearly described the items to be moved from both a residence and a storage unit, including a dresser, one nightstand (****** mistakenly listed four), two recliners, a small freezer, and possibly a dorm-sized fridge. From the storage unit, I noted ***** medium boxes, and a table and chairs. Based on this information, ****** provided an estimate of 286 cubic feetwith a discounted price of $1,974.00.
  Two weeks later, during a follow-up call to confirm the inventory, I removed the dorm fridge and corrected the number of nightstands to one. I also added a rowing machine, two containers, a 32 TV, and an ottoman. This updated the estimate to 392 cubic feet and a new price of $3,335.00.
  However, when the movers arrived, they took a photo of my belongings and sent it to their manager, who then arbitrarily increased the estimate to 667 cubic feet (the equivalent of a 5x15 storage unit) and raised the price to $4,680.00  a dramatic increase from the original quote.
  This was grossly inaccurate. After delivery, I personally placed all my items in a 5x10 storage unit with space to spare. The 667 cubic feet estimate was entirely unfounded, calling into question the accuracy and integrity of their so-called sophisticated moving software allegedly recommended by the *********************************, as advertised on their website.
  Unprofessional Communication and Customer Service
  After picking up, I was told my belongings would sit in a warehouse until a truck could be fully loaded with other shipments. I called repeatedly for status updates but was consistently told someone would call me back  no one ever did.
  Frustrated, and I asked family members to assist. My sister called to ask about delivery timelines and was met with dismissive and unprofessional behavior from a representative named *****. When she mentioned the Better Business Bureau (BBB), ***** mockingly claimed that the BBB was insignificant and equated it to putting a sticker on a business. He further accused her of making threats for simply suggesting a formal complaint. This interaction was unprofessional and demonstrated a complete disregard for customer concerns.
  Security Breach and Mishandling of Personal Items
  Upon receiving my belongings, I discovered that the zip ties I used to secure all containers had been cut, my knife set was stolen, a chair to my table is missing, and one of the locks on my gun case had been removed. The case had clearly been opened, and the contents of multiple containers appeared to have been disturbed. Some items were dusty, as if they had been left exposed for an extended period. Several containers held sensitive personal documents, and I now fear that my private information has been compromised.
  This is a serious violation of my trust, personal security and criminal.
  Additional Charges and Miscommunication at Delivery
  As my delivery neared, I was informed that the semi-truck could not access my storage facility, and I would need to pay an additional $500 for a smaller shuttle truck. Emotionally overwhelmed and financially strained, I considered renting a U-Haul to resolve the issue myself. Only after this did I receive a call from a mover named Tali, who stated they would deliver my items using their own truck as a courtesy.
  However, when I called One Source to confirm this arrangement, the representative I spoke to was completely unaware of any such agreement and was still waiting to hear from Tali revealing yet another instance of poor internal communication.
  Summary of Complaints:
  1. Repeated and unexplained increases in estimated volume and cost.
  2. Unprofessional and dismissive customer service, particularly from *****.
  3. Failure to provide timely updates and accurate delivery timelines.
  4. Compromised security of my personal belongings, including tampering with locked containers.
  5. False advertising regarding technology, process transparency, and customer experience.
  This entire experience has been emotionally distressing, particularly during a time when I was already navigating the upheaval of a divorce and relocation. One Source Van Lines grossly misrepresented their services, violated my trust, and showed little regard for customer care or integrity. I feel misled, taken advantage of, and violated.
  I am requesting that this matter be formally investigated, and that appropriate action be taken to hold One Source Van Lines accountable for their conduct.
   I do have pictures as proof, however, I am unable to upload them and am only limited to 30 minutes  

  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/12/2025

  Hello,

  Based on the terms of the agreement, the customer does not have the right to blame the original moving coordinator in the event of the move size and cost increasing due to a larger move then what was originally described to us. One Source Van Lines does not answer to any 3rd party review sites, however we are an honest company that does it's best to provide transparency. Customer would need to contact our customer service department so they can communicate with the carrier. We can request the paperwork to see exactly why there were cost increases and exactly what the movers were presented with on-site.

  We have no further information at the time to provide.

   

  -OSVL

• Initial Complaint

  Date:05/05/2025

  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.

  On April 22, 2025, I booked a long-distance move through One Source Van Lines and paid a $1,841.06 deposit.On April 24, 2025, I called their office ***************) to cancel the move, which was within their 72-hour cancellation window as stated in the signed agreement. A representative acknowledged my request and told me someone would follow up to complete the process. Despite repeated follow-ups and reassurances that I would receive a call, no one ever contacted me.Later, the company refused to refund my money on the grounds that they had not received an email. However, their own contract (Section 12) acknowledges that verbal refusals or service denials over the phone are valid, contradicting their claim.Their handling of this situation was clearly designed to delay my cancellation beyond the refund period, and now they are attempting to retain the full deposit by shifting the burden to me for their inaction.Resolution Sought:I request a refund of my deposit minus the 15% processing fee per their own stated policy for cancellations made within the 72-hour window. I also urge BBB to review this business's deceptive handling of customer cancellations.

  Business Response

  Date: 05/05/2025

  Hello,

   

  As we explained to the customer via email,

  Brittany,
  
  
  No part of our agreement supports verbal agreement. The service refusal or denial refers to the carrier portion of your move and states that if you send the movers away, the deposit will be non-refundable. If you see the cancellation portion of the agreement, "stand-alone page," it requires you to send an email so the matter is documented and time-stamped. This is done so that a third party cannot call in and cancel someone's move without the customer's consent. 
  
  
  We would be happy to place your move on hold for 12 months in the event you would like to schedule another move. We also allow customers to gift the deposit towards a friend or family member's move.

  We have also attached the signed agreement for the BBB to review the terms for the record.

   

  Good day,

  -OSVL Team
  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23288174
  
  I am rejecting the companys response. I booked my move on April 22, 2025, and called ************** on April 24, 2025, to cancel well within the stated 72-business-hour cancellation window. A representative acknowledged my cancellation request and said someone would call me back. I followed up multiple times, and no one ever responded. I acted in good faith and within the policy window, and the companys failure to document or act on my timely cancellation request is not my responsibility. Their claim that only email cancellations are valid was never made clear during the booking process, was not presented prominently in the agreement, and was never communicated during my cancellation call. I was never told that a written email was required, and I relied on the companys word and procedures. Denying my cancellation based on a technicality they never enforced or disclosed during communication is deceptive and unfair. Furthermore, the contract itself is ambiguous. Section ******************************************* denial, either verbally, in person, or over the phone, qualifies as a late cancellation. This language is broad and does not limit application to interactions with the carrier, as the company now claims. Their selective interpretation of vague terms to deny refunds reflects poor contract design and a lack of transparency. Additionally, this is not an isolated incident. A public review of this companys BBB complaint record shows repeated examples of the same conduct: ignored cancellation calls, delays used to avoid refunds, and vague contract enforcement. Customers are consistently being trapped by unclear policies and poor follow through. I demand a full refund of my $1,841.06 deposit. I complied with both the intent and the terms of the cancellation policy. The company failed to act on my timely request and is using selectively enforced and vague contract language to justify keeping my money. This dispute remains unresolved, and I am contesting the charge in full. I am pursuing this not only for myself but to help hold this company accountable for what appears to be a pattern of unfair and deceptive practices.
  
  Sincerely,
  
  ******** Asunloye

  Business Response

  Date: 05/06/2025

  Hello,

  Again, our terms of cancellation is a stand alone page which requires its own signature. The page is simply a couple paragraphs that states our terms of cancellation which unfortunately the customer failed to meet. Customer has taken action on multiple platforms to attack our integrity as a company and undermine our ability and efforts to move customer adequately. We are a bonded and licensed moving broker with the **************************** in good standing. The fact of the matter remains, the customer did not cancel properly and is non-refundable. Bringing the matter here to the BBB, a paid for profit company, will not sway the decision, nor does it intimidate us by any means.

  -OSVL

  Customer Answer

  Date: 05/06/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:

  One Source Van Lines continues to avoid accountability by shifting blame and hiding behind unclear policies. I canceled my move within their stated 72-hour cancellation window and spoke directly with a representative who confirmed my request. At no point during that call or in any clear communication was I told that cancellation required a separate signed form or email. If such a policy exists, it was neither emphasized nor signed, and cannot be used to withhold a refund in good faith.
  Their claim that Im attacking their integrity is a deflection. Ive taken reasonable steps to report their conduct through appropriate consumer protection channels. My reviews are based on facts: they accepted payment, failed to provide any service, and are now refusing a refund on technical grounds that were never made clear.
  Being licensed with the **************************** does not absolve a company from transparency or ethical behavior. Many consumers have raised similar concerns about this companys conduct. I stand by my complaint and reiterate my request for a full refund of $1,841.06.
  
  

  
  Sincerely,
  
  ******** Asunloye

• Initial Complaint

  Date:04/30/2025

  Type:Billing 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.

  Contracted with One Source for interstate move ***** to **************. Once assigned movers arrived at home on 03/28/2025 for household contents pick up for interstate move price and additional charges inflated quote.After discussion with One Source representative at time of pick up 03/28/2025 I was offered a $250.00 refund. Signed agreement 0n 03/28 @ 1:23pm from one Source, $250.00 to be credited back to my account ending in 8543 . The One Sources Form states credit on appear in 24-72hrs. Aforementioned credit never received! Multiple calls to One Source Van Lines customer Service regarding credit not received have been in vain, statement "we're going to look into this", 2 separate calls" we're escalating this to supervisors" all for naught as credit still not issued.Getting run around.I want One Source to fulfill signed agreement and refund to my account ending in 8543 the full amount $250.00. Signed agreement attached

• Initial Complaint

  Date:04/28/2025

  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.

  Complaint for Better Business Bureau (BBB) Submission Complaint Against: One Source Van Lines Complaint Type: Refund Request Transaction Date: February 4, 2025 Transaction Amount: $995.23 Description of Complaint:On February 4, 2025, I contacted One Source Van Lines to request an estimate for a move from ******** to *****. During the call, I was strongly encouraged by their representative to pay a $995.23 deposit, with the assurance that the deposit would be fully refundable if I canceled.Due to unforeseen legal issues, I had to cancel my move weeks before the scheduled date. When I called to cancel, I was informed that I was not entitled to any refund, despite what I had been promised at the time of booking.Additionally, One Source Van Lines:Did not conduct an on-site inspection of my household items (only offered a phone estimate).Did not provide me with the federally required "Your Rights and Responsibilities When You Move" booklet or FMCSAs "Ready to Move" brochure.Lacks transparency on their website, including the absence of a local business address and registration information.On the estimate there is not an address listed where I was going to move because it was just an estimate I was calling about. At the time, I was not aware these were significant warning signs. No services were ever provided by the company, yet they have refused to return my deposit.I respectfully request a refund of my deposit, less a 15% cancellation fee, which I consider a fair resolution. I would appreciate your assistance in resolving this matter promptly.

  Business Response

  Date: 04/29/2025

  Hello,

  In the case, the customer reserved a long distance move with us. Later well outside of the 72 hour cancellation window from the time of booking they wanted to cancel due to legal issues where they were not allowed to leave the state. 

  One the first page of our agreement, there are links to the rights and responsibilities and protect you move. We have attached the signed agreement by the customer via ***** sign.

  We are sorry the customer was going through legal issues, unfortunately they were outside of the window for the terms of the agreement.

  We have attached the signed agreement for 3rd party review.

   

  Good day,

  -OSVL management

• Initial Complaint

  Date:04/23/2025

  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.

  On April 14, 2025, I made the mistake of contacting One Source for a cross country move. I paid a deposit of approximately $1500 which, according to their documentation, was totally refundable within 3 days. I quickly knew that I was not going to be able to make the move as I expected. My daughter contacted them for me on Day 2 that I could not move forward with this. I called the next morning to cancel myself and request my deposit be returned. This was all done within the first 3 days when the deposit, according to them, is refundable. I have spoken to two people already to get this done. I have no faith that they will return my deposit. I need your help, please.

  Business Response

  Date: 05/19/2025

  Hello,

  When reviewing the file it appears the customer never sent an email regarding to cancellation. The cancellation policy requires an email be sent to ***************************** within 72 hours of booking a move. We will honor to customers move for 24 months in the event they would like to use their deposit towards a future move. 

   

  -OSVL Team

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23243484
  
  I am rejecting this response because: I have the email I sent them the morning of the 3rd day to cancel, which, according to their rules, is what I needed to do. I followed their rules. They did not follow their own rules.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 05/30/2025

  Hello,

  We have attached a screen shot of the ***************************** email with the customers email at the top, you will see there were only 2 emails from us to them, we did not receive an email from them at anytime. We are happy to honor their reservation deposit towards another move for up to 12 months.

  -OSVL

  Customer Answer

  Date: 05/30/2025

  What OneSource does is have us communicate directly with their **************** people all over the country. I sent that email to the last customer service person I was communicating with. I never heard one word about having some formal process to cancel. I bet in the three dreadful days I communicated with them I talked to 6 different **** all over the country. That's how they pull this off. That is why they have plenty of customers who went online complaining about losing money to them. They are shrewd. Customers beware. I filed a complaint with my bank this morning.  ******* called me to verify this withdrawal. What I said to them was that it was a legitimate withdrawal but the money would be deposited back into my account because I was unable to go through with the move.  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23243484
  
  I am rejecting this response because:

  What OneSource does is have us communicate directly with their **************** people all over the country. I sent that email to the last customer service person I was communicating with. I never heard one word about having some formal process to cancel. I bet in the three dreadful days I communicated with them I talked to 6 different **** all over the country. That's how they pull this off. That is why they have plenty of customers who went online complaining about losing money to them. They are shrewd. Customers beware. I filed a complaint with my bank this morning.  ******* called me to verify this withdrawal. What I said to them was that it was a legitimate withdrawal but the money would be deposited back into my account because I was unable to go through with the move.  
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:04/23/2025

  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 told them I need a concrete delivery date of three days after pickup. They said via text AND email that this will be a three day move (five under emergency circumstances). Based on that assurance, I booked with them and paid the $2,500 deposit. Later I decided to do a bit more research and found this site and read the horror stories. I found out that they are not a moving company and read about the long waits for delivery. I looked at my contract again and, sure enough, the delivery date was not on there. They said that per the contract, they have up to 21 days to deliver my furniture. They said no interstate moving company can offer a 3-day window. Not true. They said per DOT regulation, they cannot offer a delivery date. I called the FL *******************************************. Also not true. I asked them who the subcontractor was and at first they were saying they dont know. Then they were saying they know but they are not going to tell me. Other times they were saying how they work with this carrier all the time and do this route all the time, implying they know three days is not feasible. Finally, they gave me the name. I called the company in IL who had planned to take my stuff to a warehouse in *******. They said likely a minimum of 7-10 days. I cancelled. Of course they will not refund my deposit.If this is not resolved by the BBB, I am suing them for fraudulent misrepresentation and reporting them to anyone who will listen. You can file online in ************************* Court for Small Claims and then submit a motion online to request a virtual hearing. Easy. You have up to four years to do so folks!CALL YOUR SENATORS/CONGRESSPEOPLE ABOUT THE 2025 HOUSEHOLD GOODS AND CONSUMER PROTECTION ACT! Lets get these scammers!

  Business Response

  Date: 04/23/2025

  Hello,

  We are sorry to see this type of complaint. We are one of the few moving brokers that really do our best to ensure moves go well for customers and they understand the terms of moving with us. When referring to the 21days for delivery, yes this is the legal allotted timeframe the *** allows before the mover has to pay out a daily fee based on their tariff's. We disclose this to every customer we reserve. We also attached hyper links on the 1st page of our agreement to the "rights and responsibilities" and "Ready to Move" as required by the ***. Additionally, our agreement states we cannot guarantee pickup or delivery dates and we would provide estimated transit times to customers. The customer is responsible for providing their FADD "first available pickup date" at the time of pickup. This would dictate the transit time based on the route. This route has taken 3-5 days before but can also take 7-10, it all depends on the volume on the route and why we do not tell customer exact timeframes being that we cannot guarantee them. We understand everyone wants their items ASAP and do our best to get them what they want, however, we also want to set proper expectations.

  Calling us a scam in our opinion is a bit ignorant, we are licensed with the ****************************, bonded, and insured. We are here to help people move for an affordable rate and provide a quality of service they deserve. If a customer speaks with a local company willing to break their "Intra" state licensee requirements(can only move within the same state) and drive someone directly from point A to point B and cross state lines when they shouldn't be, that is the customer prerogative to roll the dice. 

  We are sorry we could not meet the expectations they were asking for, Unfortunately they attempted to cancel the move outside of the allotted window for cancellation as agreed upon. 

   

  -OSVL 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23240082
  
  I am rejecting this response because: I'm not going back and forth with these characters but this is not the last they will hear from me.

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

  Business Response

  Date: 04/23/2025

  Hello,

  We have no further information at this time.

   

  -OSVL

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23240082
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 04/24/2025

  Hi there, 

  Sorry but I am a but confused as whether my compliant will be "published." Can you please explain? ID: ********

  Thanks so much,

   

  *******