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: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

• 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.