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:12/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a moving broker. The original quote was $1800. I deleted two recliners and added a mattress set that was full size. The price of the moved jumped to an additional $700.I lost my deposit if $580 when I cancelled. I did not want to deal with this company. I read the reviews after I paid my deposit. Big mistake.

  Business Response

  Date: 12/21/2024

  Hello,

  The only reason the move cost changed for this customer was that she added 62 cf to the inventory list. We tried to explain this to her and she called us a scam, She spoke with our customer service department as well as the general manager who did his best to help her. These are not the efforts of a scam company. We informed her that she can go with the original estimate and the cost would not change but if she cancelled she would be outside of the cancelation window. She said she would forfeit her deposit unfortunately. 

  -OSVL management

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22718333
  
  I am rejecting this response because:  The company never said I could go with the original estimate. 

  This moving broker has a very bad reputation.  I am sorry I found out after I signed the contract.

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

  Business Response

  Date: 12/26/2024

  Hello,

  We assist with 4-5k moves a year, we have a B-rating here on the BBB and 4/5 on most moving review websites. The customer is entitled to their opinion, however we are an honest hard working company that really tries to help folks move compared to our predecessors.

  -OSVL

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair 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.

  We used this company to move our household goods on 10/30/2024. We had no issues until the delivery of our belongings on 11/03/2024. We were assured that anything that was disassembled by the loaders would be reassembled on delivery. The delivery team said they had never seen so many things completely disassembled and to contact the office and they would pay for a handyman to come and reassemble things. We also had several items damaged and destroyed. The delivery team said that the office would take care of those things when we called on the assembly issues. We attempted to contact them via email and phone and they have been completely unresponsive. I would caution anyone from using this company. We were left with thousands of dollars worth of damaged items and boxes of pieces and parts that we are still trying to figure out how to put back together. We used several moving companies in the past for relocations and never had any issues until now. The issues were bad enough but then for the company to not even respond to us after being told they would address the issues should be seen a red flag to anyone considering using this service.

  Business Response

  Date: 12/01/2024

  Hello, 

  We are sorry to hear that this took place during the moving process. When referring back to the file, the last note was on 11/1 where it says we spoke with ****** and she said the move went great. We always ask customer to communicate with us when there an issue or they need any assistance. To jump directly on the BBB and call us a bad company is simple not right. We haven't been giving an opportunity to resolve the issue which took place with the carrier not us. When it comes to disassembly and reassembly, the movers are only going to reassemble the items they took apart.  The customer claims they said they would send out a handyman which is news to us and a breach of the 3 party agreement. 

  If items are broken or damaged, this would fall under an insurance claim. If the customer would like assistance with this process, they can reach out to our customer service department. We will also communicate with the carrier as to the customers claims of requiring a handyman. 

  -OSVL Team

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22619370
  
  I am rejecting this response because: You called on 11/1 which was before the delivery. The pick up portion was good because we were told everything they disassembled would be put back together. However after delivery the only things reassembled was 2 of our 3 beds. We have numerous items that are sitting here in shrink wrap or packing material in pieces. Other things were broken when they were taken apart because they were not meant to come apart. Other items have missing pieces or screws, so they can't be put back together. We also had 4 damaged pieces of furniture and appliances. I know you aren't going to do anything about these things,so we will just not use or recommend your company to anyone again.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/12/2024

  Hello,

  We are sorry to hear this, this is never our intention. However, instead of calling us a scam on the BBB these matters can be resolved by calling our customer service team. In most cases the carrier has the components. Further more, we can assist with filing an insurance claim. 

  Customer Answer

  Date: 12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/27/2024

  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.

  They scammed me and my husband. They originally promised us a set price and when they came to pick up our things they doubled the price once everything was already in the truck packed. They promised us it would be delivered in 10 days and took 18. They called me on 11/25 and said they were delivering our things between 12-3pm on the 26th. They never came or called. They called us on the 27th and said they would be there in 40 mins and if we arent there with cash they will take our things and put it in storage which we will have to pay for and if not they would auction our things. When they deliver our items they did not put our bed frame together because they didnt know how and two of our very expensive lamps were broken. They still charged us full price. I want a full refund for their extremely poor customer service and lack of respect for their paying customers.

  Business Response

  Date: 12/12/2024

  Hello,

  This customer was provided a binding estimate based on the size of their move and them fulfilling their requirements for the move. The only reason for cost increase would be for additional items, packing, stairs, or if the truck could not get within 75 ft. of the locations. When reviewing the notes it states the husband charged back with his bank. In these cases the matter is left up to the banks to decide based on the paperwork. 

• Initial Complaint

  Date:11/27/2024

  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.

  RUN, don't walk away from this company! Scam!!!! Bait and switch tactics. After a video walk through of inventory with first contact, we thought quoted amount was all we had to pay. Later get a call from a guy ( he's been mentioned before in other complaints) that the amount quoted was incorrect and we needed to pay $1,500 more. So why offer a video inventory then when the move is supposed to happen ( 5 days away), and you have taken our initial payment, you go up on the price and hold the customer hostage. *** has been notified and *** of this company. We then got calls from rude lady about moving date and we would have to pay more if shipment weighed more...saw the writing on the wall that this was not as affordable as we thought. Went with local moving company who contracted with ********* movers to help us move. Same rate and nice movers. Beware of this company!

  Business Response

  Date: 12/11/2024

  Hello,

  We are not sure why the person who wrote this complaint is making the accusations. Whoever wrote this complaint is not listed on a contract that we booked. Currently that move was placed on hold my the customer. When reviewing the notes it appears they attempted to add 197 additional cubic feet( Added 14 items and added 8 pcs). This is the only reason why the cost increased. When we place this ***************** call the customer can add or remove items and the cost would come down. Did they think the cost would not increase when adding all the additional items?

  It's a shame that we as a moving company have to protect ourselves in these situations. 

  -OSVL Team

   

   

   

• Initial Complaint

  Date:11/23/2024

  Type:Delivery 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.

  It was never divulged to us that these people are brokers, not the actual moving company. Goods were supposed to be delivered 11/5/24. Prices consistently increased each time we spoke to them, from initial contact. They claimed they needed a larger truck after partially loaded, increasing the price. The load was not delivered until November 11, and they required an additional $6842 before they would deliver our goods, after not being able to be contacted or located for over 5 days, holding our property hostage. They stated that they were unable to deliver because of a storm on ******, which was untrue. When the goods were actually delivered, they demanded all funds to be paid before they would deliver. The delivery people demanded an additional $75 to take goods downstairs. We had contracted to have one truck from origin to destination. They transferred trucks at least twice, resulting in excessive breakage, misrouting, and loss of many of our items. We received goods, such as artwork, which were not ours. We are missing many of our personal and household goods. We have disputed all charges with our credit card companies; we believe we were lied to, defrauded, and subjected to elder abuse and my disability was taken advantage of, such that I did not have a bed for over a week. mpanies; we believe we were lied to, defrauded, and subjected to elder abuse and my disability was taken advantage of, such that I did not have a bed for over a week. We are still finding things broken, repacked, missing, and not belonging to us.

  Business Response

  Date: 11/25/2024

  Hello,

  Our paperwork clearly states that we are a moving broker. We also we over this verbally with the customer directly after booking the move during the verification call. Additionally, prior to the pickup we notified them of their carrier and the their name. The only reason there was a delay for this move was due to the fact that there was snow on the CO side which delayed the departure. The only reason for increase in cost was would be due to additional items needing to be moved. Customer stated to us she wasn't sure of the total box count.

  In effort to help the customer with an expensive move, we allowed them to pay the entire cost on their credit card which no other companies allow for the most part. Recently we received a notification form the bank for a charge back. Customer signed an extensive agreement in order to be able to use this type of payment and are now in breach of that agreement. Please see the verbiage below of what was signed by the customer. We as the moving broker had a contractually obligation to locate and dispatch  a licensed carrier to facilitate the move. This was completed. Delays in transit, or broken/damaged items does not justify the action taken by the customer as this is theft.

  *****Disclosure Agreement******  By  signing  this  document  you  are  in  agreement  for  One  Source  Van  Lines  to  process  a  charge  using  the  credit  card  youve  provided.  You  are  fully  aware  One  Source  Van  Lines  is  accepting  payment  as  a  third  party  and  does  not  profit  in  any  way from this transaction.  INITIAL  _______  By signing this document you are stating the following:  Under  no  circumstances  will  I,  _______________________,  dispute  this  charge  with  my  banking  institution.  I,  _______________________,  indemnify  and  hold  harmless,  One  Source  Van  Lines  its  directors,  officers,  employees,  agents,  and  affiliates,  from  or  against,  any  and  all  actions,  claims,  suits,  liabilities,  proceedings,  penalties,  fines,  costs,  and  expenses.  This  is  including  all  reasonable  attorneys  fees  relating  directly  or  indirectly,  from  any  breach  of  this  agreement.  Any  attempt  to  violate  this  agreement  after  it  is  signed  will  be  prosecuted to the extent of the law.  INITIAL  _______  I have read this document and agree to the terms.  INITIAL  _______  Upload a copy of your Drivers License, State I.D. or Passport 

   

  (Please see attached for fully signed agreement)

   

  *******NOTE***** ALL OF THE PROPER FIELDS WERE SIGNED AS WELL AS A COPY/PICTURE OF THE CUSTOMERS DRIVERS LICENSE.

   

  Finally, we do not take these matters lightly, the case has been turned over to our legal department to be executed to the full extent of the law for theft of services.

• Initial Complaint

  Date:10/30/2024

  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.

  Do not use this company!!! They have sooo many bad reviews. On top of being extremely unprofessional I have messages of their moving company harassing me after I had already paid and got my things!! Do not use them many of my items are gone yet they charged me double for it!! Do your research first and save your time and money!! The mangers will not get back to you either. I do not want anyone to have to go through what I have gone through. They will use ANY EXCUSE for their actions so they dont have to fix their mistakes. Run as as far as you can!!

  Business Response

  Date: 10/31/2024

  Hello,

  We are not sure if this should be considered a review or complaint case. When reviewing the file it appears that there were on-site issues and the customer didn't understand that bulky items cannot be stacked on top of. This is standard for all moving companies. When this was explained to her through our customer service department, she immediately called us a bad company and hung up on us. Seems the issue was that the customers proxy signed the paperwork at the pickup without discussing the adjustments with her prior to.

  -OSVL

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22494706
  
  I am rejecting this response because: the fact that you think that response is professional is insane! They have recorded lines and are completely disregarding the fact that they told me one item was going to make my estimate go up almost $800 more. They refuse to accept the fact that they made a mistake and they will not give me a refund. everyone and their company has completely different stories about my move. If you look at their reviews, everyone has complained about the same exact thing they are a scam. First of all, they were a week late to even pick up my items. The people who showed up where the incorrect people and took my things, even though they werent the correct driver that were supposed to be on site. This  company will do anything to not refund you or work with their customers. I had to call every single day to speak with a manager, and she still will not get back to me. Theyve told me multiple times that they will compensate me for being a week late yet, They still have not contacted me about that and keep saying that their billing team will get back to it.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/01/2024

  Hello, Below you will see the inventory that the customer contractually agreed to have moved. 

  Items List: 5 Items, *****17 Pieces******
  Qty Items CuFt **
  10 BOX, DISH PACK 18X18X28 (PBO)  ?
  1 DRYER    Qty Items CuFt **
  1 PIT BIKE  ? 
  Qty Items CuFt **
  4 PLASTIC BIN, SM. 
  1 WASHING MACHINE 

  *****When the movers arrived they loaded 61 pieces onto the truck. This is the direct reason for the cost increase.***** 

  Additionally, prior to the pickup the customer went through a quality assurance call, this is the time to add or remove items from the inventory. During this time she asked about additional items and though the cost would not increase. 

  Customer has called in and spoke with multiple customer service agents, based on the notes, seems she hangs up on them when they simply explain to her our policies and how we do things based on our contracts and DOT regulations.

  -OSVL

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22494706
  
  I am rejecting this response because: based on the notes seems she hangs up on them is this really a business?? These people have no professionalism they have no idea how to communicate with people! Just like I said before, they still will not refund me for being a week late on top of that Im missing items if they supposedly picked up 61 pieces. The moving company would not send me the invoice and I have proof of it Over text messages. I asked multiple time for the invoice and they refused to send it to me. They had one of their employees let me know that because my pick up order was so small I would be able To add additional items IF NEEDED WHEN I ASKED TO CLARIFY THAT THEY FLIPPED OUT ON ME. They do not hold accountability for  ANY of their mistakes. I had to hang up on them multiple times because they continue to tell me that my information is inaccurate. Why would I be going through this just for fun?It makes zero sense. It truly shows this company is a scam. They completely disregarded my last response when I said they still have not refunded me for being a week late..They continue to be extremely disrespectful and unprofessional in their ************ would think that they would want to work with their customers to solve the issue, not tell them that its OK for me to get harassed by them as well as telling me that I have inaccurate information. Thats not how you treat customers.

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

• Initial Complaint

  Date:09/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i hired this company for a long distance move. they over charged me almost $2,000 over my initial quote. they DO NOT answer calls or voicemails or emails. if they do which only happened 3 times, they are rude and condescending. they are not honest with their prices or dates your belongings will arrive. my special needs son has over 20 boxes of diapers on the moving truck as well as his wheelchair and now i have to buy diapers again and a wheelchair. this company has cost me more money than i have. to hold someone's belongings hostage on purpose is WRONG!!!!! especially when it involves special needs children's belongings. I WANT A FULL REFUND.

  Business Response

  Date: 10/01/2024

  Hello,

  We do apologize for the delay of delivery due to Hurricane Helene. This has effected routed near the Carolinas and TN. These matters are out of our hands as moving companies and we are doing our best to ensure that customer are delivered in a timely manner. 

  In this case we did everything we could to help the customer in their unique financial situation while going through a divorce. Normally a deposit is to be paid prior to the pickup of the goods. We allowed the customer to make a partial payment while she waited for the remaining funds to clear which was the day before the pickup. Additionally, we allowed the customer to pay with credit card for all payment and we would pay the carrier for her. Very few moving companies will allow this type of payment as most require cleared funds onsite with the movers. However, we really do our best to understand the economy and peoples situations during an already stressful, and expensive time.

  When reviewing the file it appears the only reason the cost increased was due to the following onsite revision-

  Received BOL (75CF more/ $180 packing)
  Revised Total $5492.76
  
  Carrier pay $3007.37 + 4% (120.29) = $3127.66 Total

  Seems the customer was upset that by using credit card for all payment there was a 4% processing fee. (this was disclosed multiple times prior)

  Finally, the customer is 9 days into their delivery spread, the movers are still well within their allotted timeframe per the Department of Transportation. We understand her situation with her son and are doing everything we can to get the items to them as soon as possible. Unfortunately, we cannot control mother nature and we are doing our best to pivot and get these deliveries out as soon as possible.

   

  Thank you,

  -OSVL

   

• Initial Complaint

  Date:09/16/2024

  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.

  I contracted with One Source Van Lines and paid a deposit for TBD move. I had no knowledge my move would be assigned to MC Movers. My ultimate experience was similar to others described on this site and MC Movers site. My original quote grew to 3 times the original amount. When they are in your home and demanding cash you and your belongings are pretty much held hostage. I agreed to their terms and would have left it at that, but entire experience proceeded to decline. I waited in excess of a month to receive my items. When my items did arrive they were 5 hours late, tired and moving till 11 PM. I thought I hired a professional company but the driver was even further delayed because he was waiting for his helper. He hired someone off ****** list to move my items into my home. This was a big and expensive move from ** to **. Sadly my cherished furniture was damage. I noted that with the driver and he took photos. They offered me $35.00 for the furniture damage. I have the receipts showing each piece was valued at $800.00 each. After they left I found 3 boxes that did not belong to me. I contacted the company immediately to make them aware. That was Friday AM. On Sunday the driver texts me he can come by in an hour and get them. I was out of the area and unable to put them out for him. With a little notice I could have accommodated. Now I was concerned! Was I missing boxes? Yep! I called numerous times to find out what to do with the other person's belongings. They ultimately told me to throw them away. They made no effort to find my items or reimburse me. I am now having to file a complaint with DOT, file an arbitration claim ( which is an arduous process) and ultimately may have to engage an attorney.PLEASE!!!! DON'T MAKE THE SAME MISTAKE. RUN AS FAR AS YOU CAN FROM ONE SOURCE VAN LINES AND MC MOVERS!!!!

  Business Response

  Date: 09/16/2024

  Hello,

  We are very sorry to see this type of complaint as our goal is to always provide a certain quality of service for customers.

  When reviewing the file it does appear prior to the pickup, during the quality assurance call (time to add or remove items from inventory) the customer added ***** to the order. This did influence the cost to increase. We never just change someone's price randomly, there is always a justified reason the cost increases. In this case, the customer simply had more items to be moved then what were listed on the inventory list. Customer are in full control of the transit time based on the **** they list on the paperwork at the pickup. Throughout the course of the transit time the customer called in to our customer service department making threats of going to social media platforms and writing bad things about us due to the transit time they selected. We did our best to tell her that we have no control over the transit times and its based on the **** they listed on the paperwork at the pickup location. 

  Our agreement that was signed is very clear as to us brokering jobs to our network carriers. This is a broker driven industry and simply how the business works in most cases. The work broker is mentioned numerous times in the agreement that the customer signed. This is also gone over verbally directly after booking during the verification call. At the time of this call they also mention the movers legally have up to 21 business days to delivery in the event of an unforeseen circumstance. That being said, the customer was made aware of worst case scenarios if they did arise.

  When items are lost/broken this would be an insurance claim. It states in the agreement that we the moving broker can not be held liable for lost or broken items. The customer signed off on this and agreed to these terms. 

  Digging deeper, it appears the customer selected the lower level of coverage (10k standard liability @ .60 per pound) They waived the option for additional coverage at the pickup location. This is why the claim came back so low. This amount of coverage is the minimum we are required to provide per the department of transportation.

  Come time for the delivery, the movers were attempting to deliver the goods, however the customer was not available for the time we offered. We did our best to explain to the customer we cannot control the delivery windows when it comes to long distance out of state moving. 

  Finally if the customer needs assistance retrieving the 3 boxes from the mover they can reach out to our customer service department as we are still willing to help the situation for her. We do apologize for any inconveniences that may have occurred on this move. Please know nothing was done intentionally, we are simple doing our best in a very challenging industry with multiple moves on any given route at any given time.

   

  -OSVL

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22291344
  
  I am rejecting this response because: The response is inaccurate. The pickup driver advised me not to take any additional insurance. It was 25 business days for delivery and I did not refuse any delivery dates, in fact I called repeatedly begging to get my stuff and at least get an accounting of where it was sitting. I agreed to pay additional fees, but not not triple. I did not to triple my original amount of boxes. This company in consistent form is continuing to try to scam and abuse the consumer. Yes, I did threaten to go to social media, giving them every opportunity to do the right thing. They did not disclose who they broker business to. I was scammed, along with many others and will have to learn a ****** here. Please publish so others do not experience the same misfortune.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/17/2024

  Hello,

  Our job based on the contract that was agreed upon was to locate and dispatch a licensed carrier the handle the move for the customer. This was done. We are then there to advocate on the customer behalf during the process as their broker with the carrier. This was done. We provided constant updates that we obtained from the carrier as we are all at their mercy when traveling state to state. The transit time is based on when the ****** started this is the first available delivery date that "the customer" selected at the time of pickup and would influence the transit time. 

  Customer has accused us of being a scam multiple times which is simply not the case as we have followed all of our duties and requirements as a moving broker that the *** requires. A scam company would have taken the deposit and never sent out a carrier.

  -OSVL

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22291344
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I selected the next business day after my pick up as my FADD day. To this day do you have accepted no responsibility for the way this transaction was handled or the ultimate result. You were willing to take my money in the beginning and you have not advocated for me since then.

  Hopefully, if enough people file complaints and speak the truth, companies like yours will no longer be in business..

• Initial Complaint

  Date:06/10/2024

  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.

  This company are No Good at all!!!! We were scheduled for a long move from ******* to ***** and were made to pay a deposit of 1200, we still had well over two weeks to the move and changed our minds about moving at all,we called this company and in a nutshell they refused to refund us not even a portion of our payment,we asked why they claimed they had paid the workers upfront. We asked who pays someone upfront for a job they didnt do, and when the job never gets done the same people cant refund your money??? Wickedness thats all I called it,wickedness and greed. I know one thing for sure companies that rip people off their hard earned income NEVER last its just a matter of time their game will be up as God Lives.

  Business Response

  Date: 06/11/2024

  Hello,

  When reviewing this file it appears the customer attempted to cancel the move outside of the cancellation window. After this window expires, funds are dispersed into the route. We offered to place the move on hold which the customer agreed to and we would honor their move whenever they were ready. This is the same practices as the airlines and we are not sure why the customer is making us out to be fraudulent. 

  We are still here and willing to help the customer when they need assistance. If further assistance is needed, please reach out to our customer service team.

  Thank you,

  -OSVL

• Initial Complaint

  Date:04/17/2024

  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.

  My daughter contacted this company to arrange a dual move for her family and ours from ******* to **************. Initially, they quoted $7500. A couple weeks before the move, they did another appraisal and now it was $15000, since they said we had added more stuff. Although we were not happy with the cost, we were days from moving and felt we had no option. They had also figured into the move the fact that their were two houses to pick up from, and two to deliver to. On 3/31 when they picked up our household, the movers kept saying we had a lot. When they got done for the day, they informed us the move would now cost $25000. Again, we felt they had all of our households in the truck and we had no option.They were totally non- communicative once they had our furniture. I tried calling multiple times with no answer, and when I did manage to leave a message, they wouldn't call back. The person we initially dealt with told me there was nothing he could do, to deal with customer service. When we finally got hold of them the dispatcher was extremely rude and condescending. They were supposed to deliver at 2 houses, but the driver stated he couldn't get a truck to the second house so delivered everything to the first, requiring us to hire someone else to move between houses. The workers said he could have easily got the truck to 2nd house but didn't want to. There was no credit for us having to move from one house to another, although delivering to 2 houses was part of the contract. Also, the driver told us when they were done, that we owed him for making him wait for his payment that morning and also owed another $240 "to pay the guys" that moved things in. We refused.to do either We didn't realize when we contracted with this company that they contracted out to other companies to do the move. Would never use them again. They give you one price, increase it later, then don't even provide the service

  Business Response

  Date: 04/18/2024

  Hello,

  The only reason the cost increased on this move was due to the customer continuing to add items to be moved. They had a rate of 4.10 per cf. and adjusted at that rate as items were added. When reviewing the file there is constant communication throughout the course of the move. When the truck cannot access the location a shuttle truck is required. This is up to the driver who holds a CDL license, not a helpers opinion. When the customer was informed of the fee for the shuttle, they informed the movers they did not want to pay the fee. The movers then brought the 2nd stop items to the first location where there was truck accessibility for the larger truck. 

  -OSVL