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: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,
  
  ****** *********

• Initial Complaint

  Date:02/12/2025

  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.

  To Whomever it May Concern,I am writing this email to recap the conversation we had at 10:45am Wed February 12th, 2025- regarding the attempt to increase the price of our video-binding quote for our move scheduled for Friday February 14th, ******* I mentioned in our call, an employee of One Source Vanlines performed a video-binding quote on Monday February 3rd 2025, added a "binding estimate fee" to the price, and assigned a total price for the move based on their expert assessment of the items reviewed on the call. Multiple times throughout the booking process it was noted that the price won't change for any other reason than "us" "the client" making changes to the items being moved which has not occurred (in fact there is a chance there could be less items than were present in the video-binding estimate- which should only benefit the moving company).We were informed today that due to the fact the estimator made an error, **************************************************** are doubtful all of the items from the video-binding estimate would fit on the truck and to avoid a chance of having to leave items behind we needed to upgrade the van size for ~$2,000.I immediately contacted a representative at the phone number ************, and let them know we would not accept the last minute price increase to ensure all the items from the video-binding estimate could be moved (that is the entire point of a binding quote). The representative verbally stated OneSource Vanlines would not refund the deposit, despite the fact that they refused to honor the initial price for the move. To avoid any doubt in context, informing the client that there is a risk their stuff won't fit on a truck 48 hours before the move due to an error by the company or pure malicious business practice is refusal to honor the initial scope of work which was documented in the video call.**************************************************** will need to return the deposit immediately to avoid legal ****************************** *****

  Business Response

  Date: 02/12/2025

  Hello,

  We place a ***************** to call to every move prior to the pickup in effort to protect the customer and ensure accuracy on the day of service. In effort to protect this customer, our quality assurance officer recommended that the customer add some padding to the move when they learned the home was 4k sq. ft. They simple said most homes of this size would exceed the space that the customer had allotted for their move. Yes, the estimates are binding not to exceed based on the inventory and assuming the customer provided an accurate description of the items being moved. We also let them know this was a suggestion and they can always stay at the original contracted amount of  (1766cf.) In this case the customer performed a virtual estimate/video call to conduct the inventory which is great, but this does not mean the customer is exempt from overages in the event they have more items to move that are not listed on the agreement under the inventory list.

  Later, the customer informed us they would like to cancel and not move forward with the original contracted amount, or the suggested revised. We informed them that a carrier had been dispatched for the move and positioned logistically to perform the work and they would be non-refundable at this time. based on the notes on file the customer spoke with our customer service team and is aware of being non-refundable based on the agreement they signed with us. We have gone ahead and attached the signed agreement. The terms of the agreement are very straight forward to the our cancellation and terms for booking a move. Additionally the language "binding Moving estimate" is also explained in detail and how that works when referring to the size of the move, cubic feet, and responsibilities of both parties.

   

  Good day,

  OSVL management

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22931713
  
  I am rejecting this response because:

  This is completely false and inaccurate. 

  An employee performed an assessment of our property, and had every opportunity to see each item, each area, and ask unlimited questions. Nothing changed from that video inspection- not the items being moved, the square footage of the house, etc. 

  After this robust assessment he assigned a value to the amount of cubic feet that would be needed to accommodate our items. The company then called us two days before the move (more than 15 days after the assessment) as they suddenly realized this may not be enough cubic feet and in order for us to not jeopardize our stuff not fitting, we could pay an extra ***** for more cubic feet. 

  I think it is obvious based on the facts that a binding quote was given from a video inspection, and their business practice is to provide a lower price to get a deposit and signed contract, then later raise the price when the customer has no other options 48 hours before the move. 

   

   

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/13/2025

  Hello,

  The customer seems to not understand the verbiage of the agreement and that fact that they were provided a Binding Moving "Estimate" which the customer is responsible for providing an accurate description of the items being moved. It is not the moving coordinators responsibility to know if the list is accurate, it is the customers. Again, the ** calls are placed to everyone a few days prior to the pickup. By this time people have packed everything and know exactly what is to be moved. This is standard for most moving companies. If we did these calls earlier, customers would call us everyday to make changes leading up to their move date. This is not a successful business model in an industry with already low margins. 

  Fact of the matter is, we made a suggestion and the customer declined, which was fine. However, to cancel the move and not want to go with the original amount  was a breach of the agreement. Seems they may have had more items to move and didn't want to pay more for a larger move then what was agreed upon.

   

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22931713
  
  I am rejecting this response because:

  The key element here that the company is choosing to ignore- is the customer did not "select" or "choose" or "describe" anything. 

  The customer (us), asked for a binding quote to move everything shown in a video call with this employee. This employee rendered all of the industry level calculations such as square footage needed to move all of the things he saw on video.

  They assigned a price to move all of the items they saw on the video, their employee's industry specific assignment of the amount of square footage in the van required to carry the items they saw on video is 100% on them to calculate accurately. There is no element of customer input in this transaction. The employee saw all the items and said that will cost X dollars to transport. How he arrived at X dollars is none of the customer's concern. 

  The concept of "re-evaluating" the binding quote when NO information has changed, e.g it's the same stuff, the same house, the same location you saw on video is completely ridiculous. Even assuming best intentions, and that this was a genuine mistake made by the estimator, why would the customer have to pay for that or risk not having a portion of their items moved as originally agreed upon? Even more insane, this is taking place 48 hours before the move where the customer must accept the corrected mistake from the employee costing them $2,000, forfeit their deposit and cancel, OR risk the company potentially leaving items behind due to the employee's mistake?

  There is no doubt here this is deceitful business practice and will be pursuing this claim to the fullest extent of the law to reclaim the stolen deposit. 

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/31/2025

  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.

  On 11/21/24 I signed a contract with One Source to move my goods from ** to **. The salesperson **** admitted that One Source was a broker who would get me a reputable carrier to transport my goods to **. This is where the deception begins. I was quoted what I believed was a reasonable price - $3929, that would be paid in three installments, the first $1329, would be paid the day of contract signing, the remaining balance would be paid in 2 installments - the first at pickup, the second upon delivery. At the time of signing and making that first initial payment to One Source out of my checking account for $1329, I was NOT informed that this initial payment went to One Source, not the mover. During that initial phone call, I gave a detailed inventory of items that would be included in the move. I went through every room, i.e, LR, *** bedrooms, etc. NOTHING was left off. It was a long, tedious process but every item was accounted for. On 11/23 I received the contract with more information which made me quite nervous telling me that the quoted price might increase if I had more items that needed to be added. I responded to that email saying that I was now having second thoughts and it sounded as if this would cost much more and I might need to find another company. I did not receive a response. Two days before the move, I received a call that I would be having a call regarding the final inventory. When I looked at the inventory sent to me by them, many, many large pieces of furniture were not on the list - including the ENTIRE dining room. Instead of $3900, it would cost me much more!!! I cancelled the move. After I moved, I called the salesperson. He denied leaving out items that I told him would be part of the inventory. The contract stated the estimateis based on the inventory you provided to our representative. That is a FALSE statement. The estimate was based on their inventory, not mine!!! Call was recorded, I believe. One Source defrauded me.

  Business Response

  Date: 02/01/2025

  Hello,

  We are sorry to the see type of complaint.  In actuality, the customer called us looking for moving services. We then provided a quote based on what they told us they were moving. After reserving we sent them to the verification department who them confirmed the work order and made sure all proper expectation were met. They also go over the fine details of the move and what both parties are responsible. 

  As clearly stated in the moving and agreement for us and most companies, the customer is responsible for providing an accurate description of the items being moved as we go by cubic feet/space occupied on the truck. As long as the customer list is accurate, the estimate is binding not to exceed. However, if we get out there and there are items that need moved and they are not on the list and part of the total cubic footage, the cost would be revised. This is standard for all companies that go by ***** feet. If the move is larger, then it requires more work, therefor the cost would increase as one would imagine.

  Leading up to the move we send every customer an email notifying them of their quality assurance call. This call is offered to every customer allowing them to revise their inventory prior to pickup to ensure accuracy. At this time, they can add or remove items and we would adjust the cost accordingly. Seems the customer knew they had additional items and may have become concerned.

  We are an honest company that has policies in place for a reason to protect not only the customer but also us as a company.

  -OSVL

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22883809
  
  I am rejecting this response because:
  The inventory list that I gave to **** ****** was more than twice what was sent to me as the inventory. That was THEIR reworked inventory not mine which is why the price appeared to be so reasonable and which is why I made the reservation with them. I was duped and deceived by an unscrupulous, dishonest company. AND I was NEVER sent to a verification department after the reservation was made. That is an outright lie. 
  When I finally realized what they had done 3 or 4 days prior to the move when I had an appointment to speak with **** to go over the upcoming move, I cancelled it. My eyes were now open and I saw the deceit. It has cost me dearly. $1329 and a ton of stress that caused me to lose sleep when I realized what they had done. The response from this company places the blame on me. Shame on them. Thinking of even calling these people? RUN!!! These people should not be in business and the *** needs to take some action and close them down for their dishonest business practices. It was a VERY expensive ****** to learn. There are other companies who are honest and really do look out for the customer. One ********************** is not one of them. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/05/2025

  Hello,

  This not the first time the customer has accused the moving coordinator of items not listed on the inventory. This is why the agreement states that it is the Customer responsibility to provide an accurate inventory, if the list is missing items the customer needs to inform they should be added. If items were missing, they simply needed to be added and the customer would pay for what they are moving. If items are not listed, this doesn't mean the company would just eat it and move a larger load, the correction is made and the customer would pay the appropriate price for the size of their move. 

  On 11/21/2024 after booking,  ***** was verified by *** in the verification department, this was completed at 11/21/2024 01:42:46 pm based on our phone system. 

   

  kind regards,

  -OSVL

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22883809
  
  I am rejecting this response because: I never spoke to *** in the verification department to go over the inventory. I spoke to him to verify that I had indeed hired them to move me.  I cannot win here. This has been an exercise in futility. Hopefully I save someone else from losing their hard earned money. Im done. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this company to potentially assist me with my move. They took a deposit with the option for refund (by law) for 3 days. I cancelled services with them that same day. They said theyd stop the check. They didnt. They are thieves.

  Business Response

  Date: 01/22/2025

  Hello,

  When reviewing this file it appears the customer never sent their email to ***************************** to confirm the cancellation as required by the terms of the agreement. This email is to state the reason for the cancellation and allows the company to have time stamped documentation of the cancellation of moving services.

  -OSVL management

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One source ban lines moved my items on 12.22.2024. I first had to go through the process of figuring out the delivery date because when the movers came, they said that it wasn't going to be same day delivery and that was the first time I heard that my delivery wasn't going to be the same day. Once that was resolved, one of the movers told me that I had an additional charge of $300 from the $1099.51 charge because of the stairs or something. Then he he said he wasn't going too report that to the company and I could pay him $300 and if I wanted to, I could tip him more. I paid him additional $100 and cut him a check of $400. Then, just before he left, he gave me a survey. In the survey, there was a question about the tip amount. He told me not to fill out the tip because he was going to take care of it. He also mentioned that all the over charges was because of the square footage was over what one source van lines has estimated. And I had items that was not listed on the inventory. This was explained to me at one point, and I explained that some of my items were not standard size. I asked if I should provide one source van lines with the measurements of the items because I didn't want to be surprised on the day of the move. One ********************************* said if the items were a little over, that was not going to be an issue. The main thing was if I added more items, there would be extra charges. I also disclosed that I wanted to add some items such as broom sticks, snow shovel, etc. One source can lines said that would not be additional charges. However, I think I was charged for that since the movers put a sticker on those items. The items that I have clearly described was listed differently on the inventory sheet. I feel like one source van lines has not given me their good faith and movers were not honest either. I request for the difference of the estimate to the total charge and tip that I paid to the movers. This amount is $1227.23

  Business Response

  Date: 12/26/2024

  Hello,

  When reading this complaint it seems the customer answered their own questions as to why the cost increased.

  unfortunately, we would not be able to meet their request

  -OSVL Team

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22730976
  
  I am rejecting this response because:

  When reading the response, the business does not understand my complaint.  
  
  Sincerely,
  
  Sky

  Business Response

  Date: 01/08/2025

  Hello,

  Based on the customer response, ******************** has no further information at this time.

  Good day

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22730976
  
  I am rejecting this response because:

  Normally businesses try to contact the customers and go through the motions of investigation.  This business has not even contacted me.  
  
  Sincerely,
  
  Sky

• Initial Complaint

  Date:12/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for a quote to move from ** to **. Disclosed ALL items that would be being moved by the company. We were given a quote of $5554 to move the items to *****. They were running a special book today and move in a month to lock in your spot. I questioned the space they stated we needed which was 13 ft (half of a 26 ft truck) I asked if he was sure, simply because we have a 3186 sq ft home and that didnt seem like enough space. I was told they have been doing this for some time and know how much space they need. We did not have all of the deposit up front at time of booking - the company agreed to take 1139 down and in 2 weeks I could pay the other 1139 . The company processed the 1st payment by bank check and then the very next day - took the 2nd payment, not in 2 weeks like promised. On the 12/24 they call to confirm pickup on the 26th. Went through the list we had all the same things as before less 1 mirror that I already packed. So one item less than original quote. Suddenly they need 26 ft instead of 13 ft and now they want 10K to move. They refuse to refund the $2279.87 they took stating no refunds, but it was their error in misquoting. It was a bait and switch. I questioned the space on 3 separate occasions and I was told they only needed 13 ft now they need 26 ft with 2 days before the move. No refund and now no movers.

  Business Response

  Date: 12/26/2024

  Hello,

  We are sorry to hear that this move needed to be revised outside of what the customer was looking to spend on a move. Based on the inventory that was provided during the 1st estimate, the customer was taking up half a truck based on the amount of cubic feet needing to be moved. Later, when the ***************** call was placed, the customer added another *****. this did influence the cost to increase and the move turn into more of a full box truck. We as a company would question, where were these additional items when we performed the original call with the customer. 

  Customer has claimed bait and switch, as this may seem as a convenient way of blaming the mover, the customer is responsible for providing an accurate description of the items being moved. This is clearly stated in the agreement they signed, it also outlines that the customer would be responsible for overages due to increase in inventory. 

  When these large changes take place we always offer the customer to move the original allotted amount of space if they choose to not go with the revision. However, when they choose to move the new revised larger load, the cost does have to increase being that the move size doubled. We would expect most to understand this very straight forward system. 

  -One Source Van Lines