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: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,

   

  *******

• Initial Complaint

  Date:04/10/2025

  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.

  I called One Source Van Lines to get a quote to move us The lady I talked to her name is ****** I told her everything we had to move and she told us that it wasnt a problem that it will be done She requested that we pay up front $2534.94 to lock it in so we did Well after that is when everything went south we were told that what they haul is limited I have a 12 foot trailer that is loaded with wood and three ladders at first I was told they could haul it after we pay them now they cant This whole transaction was ran on nothing but lies After requesting a refund they bounce us around from one phone number to another only for us to find out lead us no where but to a voicemail box I have left countless messages and got no returns I started calling ****** and all I got from here was I needed to talk to **************** So my wife calls the number that was given to us only to get cussed out and was told that we will not get iur money back The guy was rude and very disrespectful The way I see it One Source Vanlines are nothing but crooks that want to rob the elderly and dont care how they do it ************ needs to be shut down completely and the money they took of mine refunded back to my account

  Business Response

  Date: 04/11/2025

  Hello,

  This customer called us in need of moving services for their household goods moving from ** to **. We were able to provide them a competitive estimate which they agreed upon and reserved their move. During that time they asked if we provide auto transport services for their trailer. The *** let them know this is also  a service we provide that goes through our auto department and is separate from the household move which goes on a box truck and not an auto transport hauler with an independent auto carrier. We later found out that the trailer in question was full of wood and informed the customer that we cannot move the trailer full of wood as this is a liability issue for the auto transport carriers insurance policy. We let them know we could move it but the wood would need to be removed. We also recommended that maybe they trail it behind their F-150 if they really wanted the wood as this would be the best way to get it done.

  Later, they called in wanting the cancel their household move being that they talked to another company that lied and said they could move the trailer full of wood. This is not a decision for the sales *** or the company for that matter, the *** simply will not allow it. We informed the customer they are outside of their 72 hours window from the time of booking to cancel the move and there was no reason to cancel the household as it was separate from the auto transport. Unfortunately at this time the husband became ignorant and belligerent and was cursing and screaming at us. We let them know that the billing team would be in touch with them. Since then they have been harassing our employees and sending threatening text messages.

  Example-

  ***Kiss my a** you want to cuss out my wife f*** you come here and do that to me you sorry a** f***** Your a f****** thief that's all you are You haven't heard the last of me over this I promise you***
  02:42 PM

   

  We are an honest moving brokerage that follows the guidelines set forth by the DOT/FMCSA and are not willing to jeopardize our company nor our partner affiliates.

  Good day,

  -OSVL management

  Customer Answer

  Date: 04/11/2025

  For what they are saying is all lies they To us from the very get go and if that wasnt bad enough they gave us the run around to make sure we were past there 72 hour guideline so we wont get our refund Everytime I would try and get ahold of someone I had to leave a voicemail and never did they call back they bounced me around from one person to another they knew what they were doing its all part of there scam to steal money from honest folks they took advantage of the situation and ran with it

  i dont care who they are or what they are when someone has the gull to cuss my wife out over something like this I will get highly upset and will stand my ground and that goes for the idiot that did it

  my wife was on the phone talking to some guy that started cussing her out I know this because she had him on speaker so I could hear he was very rude and inconsiderate 

  who I get to move us is my problem not theres how I choose to haul our trailer is my business regardless what they say trailers are pulled everyday up and down the highway so all there doing is blowing smoke to me 

  mud I knew from that day this so called company was this way I would have went a different route but on no I put my trust into a group that lies and misleads you from the very beginning 

  this company owes me $2534.94 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23188042
  
  I am rejecting this response because:

  For what they are saying is all lies they To us from the very get go and if that wasnt bad enough they gave us the run around to make sure we were past there 72 hour guideline so we wont get our refund Everytime I would try and get ahold of someone I had to leave a voicemail and never did they call back they bounced me around from one person to another they knew what they were doing its all part of there scam to steal money from honest folks they took advantage of the situation and ran with it

  i dont care who they are or what they are when someone has the gull to cuss my wife out over something like this I will get highly upset and will stand my ground and that goes for the idiot that did it

  my wife was on the phone talking to some guy that started cussing her out I know this because she had him on speaker so I could hear he was very rude and inconsiderate 

  who I get to move us is my problem not theres how I choose to haul our trailer is my business regardless what they say trailers are pulled everyday up and down the highway so all there doing is blowing smoke to me 

  mud I knew from that day this so called company was this way I would have went a different route but on no I put my trust into a group that lies and misleads you from the very beginning 

  this company owes me $2534.94
  

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

  Business Response

  Date: 04/11/2025

  Hello,

  We have pulled the call and if the customer considers the term "why in the hell" cussing his wife out, we apologize. Fact of the matter is the customer booked their move the WEEKS later wanted to cancel. We pulled the call logs they did not call within the allotted time frame. If they did we would have been there to assist.

  When this amount of time goes by and the customer is within 10 days of a pickup, the route has been solidified and positioned with our carrier. This is why we and most movers have a cancellation window. 

  Yes, anybody can drive a trailer up and down the highway as a "civilian." However, when you have a DOT number and a license as a carrier through the *****, certain regulations have to be followed and our auto transport carriers cannot provide the service they are requesting.

  Unfortunately, this customer is non-refundable, we are happy to move their household goods in which the deposit was placed for originally. 

  -OSVL

  Customer Answer

  Date: 04/11/2025

  There again we were mislead and lied to 

  this company would not answer any calls I made all I got was voicemails and had to leave a message they didnt hesitate to take our money but after that was nothing but a rat race with them i guess If they would answer there phones instead of jumping me around from one person to another with no response I probably would get my money back 

  face it they knew what they were doing its all part of there scam to get folks to pay them money and then turn around and run you through the ringer like they did me 

  Hell was not the only word this *** said to my wife and he knows it 

  he should be thankful he wasnt here when he did what he did to my wife 

  
  
  

   

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23188042
  
  I am rejecting this response because:

  There again we were mislead and lied to 

  this company would not answer any calls I made all I got was voicemails and had to leave a message they didnt hesitate to take our money but after that was nothing but a rat race with them i guess If they would answer there phones instead of jumping me around from one person to another with no response I probably would get my money back 

  face it they knew what they were doing its all part of there scam to get folks to pay them money and then turn around and run you through the ringer like they did me 

  Hell was not the only word this *** said to my wife and he knows it 

  he should be thankful he wasnt here when he did what he did to my wife
  

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

  Customer Answer

  Date: 04/11/2025

  They took advantage of the situation took my money and ran they lied to us and mislead us they waited until there 72 hour guideline was up before I could even get a response from them 

  they Owe me $2534.94 and I want it back

• Initial Complaint

  Date:04/01/2025

  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 originally quoted $7000 for my move after a thorough review of all my household items. I was then contacted the day prior to the move and they more than doubled my price to $16000. I had no choice but to accept as I no longer was in the area and needed all my items removed from the house due to a pending sale of the home. I was then contacted by the movers the day of the move and told my total increased to $25,000. I fought them on this and they went back down to $16000. Of note, the movers noticed I served in the military and assumed the military was paying for the move. They then quoted me the $25000 amount. I am furious that they took advantage of me the day prior and gave me no choice but to accept their doubled price.

  Business Response

  Date: 04/01/2025

  Hello,

  Prior to every pickup, we place a ***************** call allowing customers to add or remove items from the inventory to ensure accuracy day of service. When reviewing this customers file it shows they chose to add 964 cf. to their order. (more then half  the space of a 26ft box truck) Seems the issue was she was not at the location physically and was guessing the amount of boxes that would be required for the move. We made the changes for her and sent out an revised estimate. 

  Later on the day of service, the customer had even more then the revision estimate. After we communicated with the carrier and advocated on the customer behalf, we got them to agree on the first revised amount as we would take care of them on the back end. The carrier then performed the larger move at the lower price point. 

  For readers out there is it always important to be at the location physically when providing a moving company an inventory list of what is a to be moved.

   

  -OSVL

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23142229
  
  I am rejecting this response because:
  I accurately provided the amount of items I had to move during the first estimate. I have moved over 5 times in the past ten years and am very well versed in the items I have as well as the price it should cost to move. The fact that I was not on the premise had no bearing on my ability to accurately provide the amount of items. The way in which your company more than doubled my price with less than 72 hours notice prior to pickup and refused to refund my deposit gave me no choice but to accept the higher amount. In addition, the carrier your employer attempted to scam me out of another $9000 when he arrived on site. This is egregious behavior and should not be tolerated. In reviewing other cases online, it is clear I am not alone in my concerns. Please provide a refund to the original quoted amount.  

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/01/2025

  Hello,

  The overages regarding this file are contractually justified as the customer added over *****, this is a very large revision. They were not forced to make these changes, they told us to add items. In turn the cost increased. We do apologize but no refund would be available at this time. We provide moving services to over 6000 people a year, yes cost does increase when items are added as the job requires more work and space on the trucks.

  -OSVL

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23142229
  
  I am rejecting this response because:
  
  I clearly told the company all the items to be moved during the initial intake appointment. The scheduler told me I did not need to include the exact amount of boxes during the first appointment and would estimate for me after I provided a list of my large items.  During the second call, the scheduler stated the first scheduler had not adequately documented the amount of boxes and asked me to go room by room.  He stated this was the  fault of the initial intake appointment personnel and not mine. I completed a detailed description of how many boxes I estimated and they more than doubled the quote 72 hours before pickup. The carrier who showed up to my house then tried to tell me that the schedulers had not allocated enough space.  In addition, the movers were extremely rude at pickup, caused house damage during moving, and left the back door and windows open to the residence for the entire night after they left. This caused my furnace to run all night during freezing temperatures outside. I am very disappointed in this service and appalled at the lack of accountability on the part of the company.  I am a disabled veteran with over 8 household moves during my service and have never experienced such shocking treatment or poor service.

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

• Initial Complaint

  Date:03/24/2025

  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.

  Move date 3/15 They are liars and will up the price right before moving. They lied and said that the move included assembly, but that was a lie too. They damaged my property. ****** THE SALES PERSON WILL CON YOU AND SO WILL ********. Im shocked this company is still in business.

  Business Response

  Date: 04/08/2025

  Hello,

  After reviewing the file, its appears the customer had items to add during the ***************** call but did not want to pay for the additions to be moved.

  Please see dirfect note from QA call below-

  **03/11/2025 11:51:52 am- in the middle but customer is saying she wants to cancel after the move increasing 179 cf! **

  Items List: 19 Items, 33 Pieces
  Qty Items CuFt **
  1 BED FRAME ONLY 12
  1 BED, BOX SPRING ONLY, QUEEN 20 ?
  2 BED, HEADBOARD QUEEN 28
  1 BED, KING HEAD BOARD 16 ?
  1 BED, MATTRESS ONLY KING 40 ?
  2 BED, MATTRESS ONLY QUEEN 60 ?
  2 BISTRO CHAIR 12
  
  Qty Items CuFt **
  1 BISTRO TABLE 22 ?
  5 BOX 9.5X46X24 35 ?
  3 BOX, 40X16X24 27 ?
  1 BOX, SMALL 12X12X18 (PBO) 3 ?
  1 DRESSER, SINGLE 26
  2 MIRROR, *** (PBO) 20 ?
  
  Qty Items CuFt **
  1 NIGHT STAND 7
  4 PLASTIC BIN, *** 28
  2 PLASTIC BIN, MD. 10
  1 SOFA, SECTIONAL-3 PIECE 110
  1 T.V. FLAT SCREEN- ***** 13 ?
  1 T.V. FLAT SCREEN- ***** 18 ?

  Additional note from customer service-

  03/11/2025 01:37:10 pm ****** ******** ****** called in trying to cancel after her convo with Qa. I assured her that **** is just doing his job to ensure there is no surprises at pick up. Told her she can opt out of QA and we can handle it onsite to avoid canceling. ** agreed and is all set. No further action is needed and Cx is calm now after venting her frustrations.

   

  Seems the customer took their chances with the carrier and later found out the cost would indeed increase if they wanted to bring the additional items.

  Customer called in a few time and was rude with staff....

   

  Later there was a sofa that was damaged and we sent out the forms in order to file a claim with the insurance carrier.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23110345
  
  I am rejecting this response because:

  Incorrect. They gave me one quote based on items I was UPFRONT about, and then changed the price by about $1400! If you take a look at their other reviews, this isnt new. At all. In fact, theres not many good reviews. 
  

  Lets use logic, if I wanted to sneak items on the truck without paying, why would I inform them about the items during the ** check PRIOR to arrival?

  This company is the epitome of unprofessional. Ill continue to leave reviews where I see fit. 

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

  Customer Answer

  Date: 04/15/2025

  Ultimately, at this point, I would just like to be dont with the whole experience. I do not wish to be contacted by this business anymore. Ive got all of the answers I needed. 

  Business Response

  Date: 04/15/2025

  Hello,

  When reviewing the file it appears the customer needed to add 179 cf to the inventory prior to the pickup during the ** call. Based on the notes on file, customer did not want to pay to move the new items to be moved. We assured them they did not have to make any changes and can take their chances with the carrier on-site if items needed to be added. Additionally it shows the customer was upset that it was not a direct delivery of the goods. We explained to her how the process works and how we are able to keep the move cost down by using shared routes.

  Later the customer called in saying that she incurred damaged to her dresser, we then sent her an email to be able to file a claim with the insurance carrier. Based on the file, we did everything we could to assure the customer had a good move. Unfortunately when items are added, they have to be paid for. We are sorry that they're were damages to the dresser, if the customer needs assistance with the claims process, we are happy to help.

  -OSVL Team

• Initial Complaint

  Date:03/12/2025

  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 recently Scheduled a move with this courier to move my family and I from ***********************, to ************, **. We initially called to set up the move, everything was great. they were attentive and created a quote for us. At the end of the phone call we said we needed to think about it. their Billing lady said that we would need to lock in a deposit right now if we wanted to secure the truck. If we did not secure the truck she said she could not guarantee any timeline (Yes it was short notice) We Discussed our previous move of how it required 2/3 of a semi to move us, and that the current home we were moving out of was a 4 bedroom, moving into another 4 bedroom At the end of the conversation they pressured us into a deposit, ENSURING that they would not only have enough space, but that my rate was good for my home. This deposit was *******, with an expected Out the door price of Approximately 7000. They sent a moving truck with the capacity to move half of our property. they specifically asked how many boxes. We said exactly how many...They did not ask the size of the boxes. These were wardrobe boxes. Somewhat large, and around 5 ft tall. I asked about the accuracy of their program, they said it was INCREDIBLY accurate. Great we thought.Moving day comes. Of course too small of truck parks in the drive way. They said they could make everything fit, with a modification of the bill. I said go ahead and see what it will cost. They said its going to be ******. I of course decline, thats outrageous. We could have had an actual reputable company move us for that amount. The entire time their driver is pressuring us to start moving product into their truck so they can force us to use their service. The entire circumstance was so shady. Afterwards, the company decides out of nearly 2000 dollars, they want to return less than 500 for 3 Mexicans to show up to our house with the wrong size truck. Dont walk away from this company. Run. Moving day

  Business Response

  Date: 03/13/2025

  Hello,

  When reviewing the process of this estimate it seems the customer did not provide an accurate description of the items needing to be moved. Med boxes and wardrobe boxes are completely different sizes. This would be the direct reason why when the movers arrived the cost needed a revision. During the day of pickup, the customer called our customer service department. At this time, we communicated with the carrier in effort to find common ground. Please see direct note below from the file of our customer service member doing everything they could to help the customer-

  02/27/2025 05:43:00 pm ****** Onsite: Went over the offer of the full truck for $8000 and Cx said he can not pay with money he does not have. Offred for him to just take estimate and not everything. ** said he is taking it all. He said if we cant take it all for the price of $6842 he is done.
  
  Told him to hold on let me check to see if we can do more.
  
  Went over to ***** and he said what the carrier offered is enough and the Cx is not approved for more.
  
  Called ****** back and told him 8k is the best we can do. Keep in mind the carrier originally was going to do this for 9k and they already discounted 1k to bring it down to 8k.
  ****** declined the offer and said he already had his mind made up that he will get his own truck and drive it himself. Then proceeded to ask for his deposit back and wanted to know how much he was getting. I did not get into detail and said it`s all there in what he sighed.
  
  Left off saying billing will review and reach out with next steps.
  
  
  Spoke with the carrier and they are aware this is canceled. The CX already told them to leave.

   

  Finally, we did our best to help the matter for this move and get the cost down on a move that was inaccurately communicated to us. The use racist remarks to undermine the quality of the service is not right. When the movers show up and the customer has more items to be moved then what is listed on the inventory, the cost has to be revised. However, we cannot move a revised estimate for the original cost. There are additional costs associated with the move and our margins in this industry are only around 10%.

   

  Good day,

  management

• Initial Complaint

  Date:03/06/2025

  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 01/26/25 a move was booked and cancelled within one hour. We were told "billing" would call that day or the next and we would have no trouble getting our money back. On 01/30/25 billing called to say they had to get approval from the bosses for the refund. On 02/05/2025 with still no call from Billing, and after multiple calls, a manger was contacted to say a verbal cancellation would not suffice. One needed to cancel by email within 72 hours of booking. On 02/07/25 billing stated she was still waiting to hear from the bosses and that we would probably only get back $500. We did not hear back from billing again until I contacted them by text (she doesn't answer the phone) on 02/26/2025. I was told the refund was non-refundable, although we would get $325.16 refunded. As of 03/06/2025 we still have not heard from them.This "contract" was verbally cancelled within one hour of initiating. None of the three people contacted mentioned the required email until the deadline had passed. There were no services rendered, yet they keep the downpayment.

  Business Response

  Date: 03/07/2025

  Hello,

  The agreement that the customer signed requires an email to be sent to ***************************** in the event of a cancellation. This way the matter is time stamped and documented. Additionally this is for the protection of the customer and ensuring the proper parties are canceling an agreement. In effort to find common ground their file was under review for a partial refund. We are sorry to see the customer felt the need to bring the matter here. 

  -OSVL Team

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23031111
  
  I am rejecting this response because:

  I agree that the customer is required to send an email in the event of a cancellation, although wouldn't a reputable business mention it to a customer that an email is required?  My daughter was assured that she would have no trouble getting our money back, one hour after booking with B***n, by K****y in customer service. My daughter called numerous times to contact billing (D****a) and was not able to get in contact with her until four days after booking. It wasn't until ten days after booking, and no response from billing and after asking to speak to a manager (D****n), that she was rudely told about the email. 

  I don't see how a company that wants to attract customers would treat a potential future customer this way. Wanting to keep over 85% of our down payment when phone calls are probably recorded and time stamped is not a good business practice. 

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

  Business Response

  Date: 03/07/2025

  Hello,

  Unfortunately, we would disagree with the customer as booking moves costs money. In the event a customer needs to cancel, why would they not review the agreement they signed and find the standalone page for cancellation terms that they signed? We have policies in place for a reason and apologize if the father of the customer does not agree with our practices. 

  -OSVL Team

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23031111
  
  I am rejecting this response because:

  Hello,

  I'm sure costs are involved when booking a move, although I don't think one hour of your time is worth $2,438.76. I'd be happy to pay a fee for the time spent. Why would no one from your company mention the "standalone page" that needs to be filled out and make contact difficult until more than 72 hours has elapsed? So far, my daughter has not received the form promised by ****** for the partial refund. Is this more of a delaying tactic? As I said earlier, a reputable business would not treat customers this way.

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