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:04/13/2024

  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.

  After checking between few companies to decide which one will work best for us, unfortunately, we went with One source Vanlines LLC. ******** kept calling like she really cared and assured me they are the best company to choose, as they make sure to stay with the client all the way till it ends. Well, guess what??? Not only she disappeared, so did the others from customer service when they realized the damages and all the troubles we are going through!!!! It started when they estimated the work fee that will cost, after ******** did a video walk through of all our stuff. It came to 30% more and the stuff they sent from a different local company was horrible. After I sent them away, they sent me MC movers that I thought were good but along the day, broke already few parts, didn't tell me and cover their backs!!!! Arriving in ********, the crew decided they know everything and were very hard to deal with MC Movers!!!!!!What we realized was that our stuff was loaded in ** to a truck and from this point was unloaded and loaded again to a different truck---NEVER AGREE TO DO THAT!!!That was the main issue for the damages. The unloaded our stuff and slowly we realized how big is the damage. On top of all of this, the driver decided to be a smart a** and tell the guys to fold our $10000 king ******** and tape it so it would be easier to take it up, after I went and bought them a harness to lift it safety. As soon as we saw it we yelled at him to get off our ******** right now and never do it again, this is a hybrid ******** and they ruined it. What a shameful company to work with.They left all their mess in our garage and didn't agree to take it with the, such as the tape they wrapped the Furnitures and boxes they used to wrap the ********es and so on and on...NEVER AGAIN WORK WITH THESE **MPANIES. we ARE SO DISAPOINTED AT THEM, SO UNPROFESSIOANL AND WORST EVER!!!!!!

  Business Response

  Date: 04/16/2024

  Hello,

  We are sorry to hear the customer feels this was not a good experience. We did what we could to ensure this move went the way they asked for it to go. Unfortunately, the customer just had unrealistic expectations and wanted to dictate how the guys should do their job. These guys do this everyday, this is what they do for a living. Customer was requesting a mattress box for their mattress. We placed an order online willing to pay for the $120.00 specialty box, unfortunately our vendor cancelled the order a few days prior to the customers pickup as these boxes are extremely rare. We informed the customer and crew the mattress was of value (5-6k) and would need to be wrapped more detailed then just a normal mattress cover as the customer requested. 

  After the customer sent away the first carrier (normally forfeiture of the deposit) we sent out another carrier in effort to please them only for them to give the 2nd carrier hard time as to how they should perform their job. 

  The only time a customer cost increases if in the event they have more items then what is listed on the inventory list, stairs, long carry, additional packing. This was not done intentionally, it was simply for additional work that needed to be performed. 

  We stayed in communication with the customer from start to finish in effort to live up to their standard, unfortunately, based on their opinion, we fell short. We are human beings and understand we are not going to please everyone, we will continue to do our best to live up to a standard that is acceptable for customers and providing reputable moving services. 

  -One Source Van Lines

   

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21571446
  
  I am rejecting this response because:

  The company obviously discharged all my complaints and stood by their wrong and shameful behavior. Yes, for over $10K move, I have the right to demand a box for my $7000 mattress and they neglected to do so. Their people damaged my furnitures and they assigned ** with the worst company in ******** that damaged our stuff even more. They should be ashamed of such a reply that they did, standing behind their bad actions instead of understanding their fault. I've never had such a bad moving company and will make sure that everywhere I can to warn people not to use them. Shame on them. 
  
  Sincerely,
  
  ********************* (*********)

  Business Response

  Date: 04/17/2024

  Hello,

  The customer entered into a contract with us to locate and dispatch a licensed carrier to facilitate the move. This carrier was licensed, bonded, and insurance. They hold a DOT # with the **************************** and have performed many moves for our brokerage. In the event of lost, broken, damaged items, this is an insurance claim. To attack the moving broker, someone who never touched the items is nothing more then defamation. Additionally the customer signed a contract agreeing to us not being liable for lost, broken, or damaged items.

  At this time we have no further information for this case. If the customer would like assistance with the claims process, they can call our customer service department.

  Good day,

  -OSVL

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21571446
  
  I am rejecting this response because:

  I'm rejecting their input that they didn't break anything at the origin. I have prrod that broken pieces were entered into the boxes so I will not see it there and realize it only at the delivery. It's obvious one source LLC showing their true self and every customer should be warned in never use this company. I will do everything I can, legally as well currently to make sure they take responsibility of their actions and services. No one should go through what we did. They should be ashamed of themselves acting like that.
  
  Sincerely,
  
  ********************* (*********)

• Initial Complaint

  Date:04/01/2024

  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.

  On 03/10/2024 my furniture and personal belongings were picked up by a subcontracted moving company, ****************. My original quote from One Source Van Lines was 1580, but, the drivers said that it was actually 2631.The first delivery date, as listed on the contract was 03/10/2024. I was told that it would probably be delivered closer to March 15th.On April 1st, 22 days after my things were picked up I called One Source Van Lines to find out where my things were and about an hour later I received a call from the drivers that my delivery would be on April 3rd. Thirty minutes later I received another call from the dispatch of the truck that told me they would not deliver my things because my balance had been set to 0.00 by One Source. She then said that they were going to put my stuff in storage, and charge me for it.

  Business Response

  Date: 04/02/2024

  Hello,

  The total cost of the move based on the contract was $1892.20 this is barring that the customer did not have overages on-site. File shows the customer was charged for additional space but the movers did not charge them for additional packing which was a nice gesture on their end. Legally, the mover have 21 business days to delivery the goods from the **** date set by the customer.

  Our customer service department spoke with the customer yesterday and based on the notes on file, they do not want to pay the delivery balance. Even though the mover are within there window the customer still claims to not want to pay the delivery balance when the movers are attempting to delivery the goods. 

  This is where the move currently stands as of now.

   

  -One Source Van Lines

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21515230
  
  I am rejecting this response because:

  Please see attached document
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2024

  We are sorry the customer has their opinions of the moving service provided. We have to disagree with some of the things she mentioned. Communication was there during normal business hours. The additional charges were justified when we requested the paperwork. The delivery spread started from when the **** was listed, not after the goods were pickup up. We do apologize for any inconveniences that *** have occurred but there is no compensation available for the customer at this time. 

   

  -One Source Van Lines

• Initial Complaint

  Date:03/10/2024

  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 mother-in-law needed to move and I wanted to help her in any way that I could. I told her that I would take care of the moving details. I did my due diligence and researched reviews of countless companies. I picked the top 3 that looked best and got quotes. One Source Van Lines wasn't the cheapest and it wasn't the most expensive. I provided them with the list of furniture and since she was selling the house, they pulled the pictures of the furniture off of Zillow so that we could get the closest estimate possible. The thing that made me choose this company over the others was ***** and what she told me. She said the reason that we aren't the lowest is because most companies will give you a cheap quote and then they will increase the price on the day of the move. We won't do that to you.... My response was of surprise! I did not know that moving companies did such a thing. I appreciated her honesty and her commitment to not price-gouging my mother. I can appreciate an honest company that tells me everything upfront. The quote was for $5590. This would be to move all of her furniture from ****** ********** to ***** ***** (6.5 hour drive). In full transparency, she did have a baby grand piano and heavier items like a china hutch. We ensured that we listed all of this for the initial quote. We decided also to have her car shipped so that she wouldn't have to do the drive alone. This quote was $695 for the car which is a separate moving process. One Source called her 3 days before picking it up they adjusted the price to $11,000 (Full disclosure we did add on more boxes so we expected an increase, not $6k worth for approx 20 more boxes). To our surprise, One Source Van Lines outsources to another moving company. This company shows up at 3 pm on the day of the move with two guys. They walk around the house and then tell us the bad news. The price has now gone up from $5590 to $11,000 and now to $14,386. That nearly tripled the initial quote. We were told that the initial quote was not correct and that they also forgot to charge for packing materials. How could someone make that huge of an error in the initial quote? So now, since they waited till the day of the move, she has no other option than to pay them the money. She called One Source to report this and the person on the other line had the audacity to call my mother condescending. The customer service was not professional. After the call, they send me an email offering to credit her either $300 now or $450 in three payments. The caveat to this is that she will have a contractural gag order that says she cannot say anything bad about One Source. My belief is this is how they get people to stay quiet and not write bad reviews. There is no way that we are the only ones who experienced this price-gouging nightmare. My mother opted to not take the money so that I could write this review and warn others of this company. Also, I wanted to note that they also outsourced the move of the car as well. They did not come and pick up when they said that they would. We had to give a window and we said 1/28-1/30. They finally ended up coming two weeks later on 2/15 and tried to charge her an extra $80 at the time of delivery. In conclusion, their initial quote was egregiously underbid by $9k, the companies that they chose to stand behind were not what was promised, and their customer service lacked empathy. How this company has such a high rating is absolutely mindblowing to me.

  Business Response

  Date: 03/11/2024

  Hello,

  We are sorry to hear that the size of the move increased once again on-site with the movers. We contracted this job based on the pics that were provided to us and the inventory. Prior to the pickup the customer performed a QA call (time to add or remove items from the inventory) This is completed beofre the pickup to avoid issues on-site.

  Please see direct note from QA call below-

  More than doubled her inv in QA, added 87 pcs on top of her booking INV.
  29th for PU from carrier
  FADD 2/2
  INV was looked at from the pictured ZILLOW.
  WHOLE bottom floor empty NO STAIRS
  $3497.88 on CC for ****
  Used ***********************. Email was sent to ****
  mailto:**********************
  Sent to carrier TXT PU info.
  547cf added!

  Move was then sent to our carrier in which we are very straight forward that we use network carrier's to facilitate the move as we are indeed a broker. The term broker is stated in our contract numerous times and additionally at the end of the verification call that clearly say "Thank you for choosing One Source as your trusted moving broker"

  Moving forward it appears there were again additional items on-site when the movers got there. When we were notified of the 2nd increase our customer service department called over to the carrier to obtain proof of the overages. Below is what we found-

   

  1,800cf @ 4.25 = 7,650.00
  Fuel: $765.00
  Packing: $650.00
  BEF: $4,761.80
  Bulky: $500.00.00 (Increased due to packing and labor)
  CC Fee: $60.00
  Loading/unloading: $700.00
  Discount: -$700.00
  
  Total should be: $14,386.80
  PU: $4,574.00
  DO: $4,574.92
  
  Increase: $2,948.92

   

  We understand that increases like this can be frustrating and it is never our intention for this to happen. We do our absolute best to ensure the inventory is accurate by taking measures on our end. However, customers need to take accountability for what they are moving. They cannot conveniently blame it on the broker or moving coordinator that entered the items into the inventory portion of the contract. Contract clearly states customer are responsible for providing an accurate description of the items being moved. If there are additional items/bulky items, the cost would increase based on the price per cf. 

   

  -One Source Van Lines

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21413201
  
  I am rejecting this response because:

  I spoke with **** and shared your response with her. All furniture was listed. She added on extra boxes of various sizes at the second quote which raised it to the 11k ***** She said it was about 20. She said she added on 6 lamps at the time of the move and some pictures. To say she added on 87 items seems excessive. The first two quotes also did not include any packing materials so that was added on at the end. She was charged for blankets and materials. This wouldnt be included in the initial quote? I cannot speak to the *** as I dont know what that means. We wanted to use this avenue to let the company know of our dissatisfaction since last time she tried to call and speak to someone about this she was told she was condescending. Why did you offer a credit with the caveat that we could not share our experience if there was anything negative? Regardless, you have your contract and there is nothing we can do except share our experience with others and learn from it.

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

  Business Response

  Date: 03/18/2024

  Hello,

   

  Customer mentioned "87 items seems excessive" this is an actual number that was proven in paperwork as to the overages. The carrier has to show that the charges are justified when we question them on behalf of our clients. Again, we are not here to charge customer more money without it standing true to their size of move. 

   

• Initial Complaint

  Date:03/07/2024

  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.

  On 1/30/2024 I contacted One Source Van Lines for a quote. I was overwhelmed with a national move. I signed a contract on 1/30/2024, though I told ************** was very tired and needed to sleep on this. He insisted my "discount" would not be available the following day. I spoke with ******** (no last name) on 2/2 at 2pm. I canceled the move as I no longer needed their services. He told me "Be rest assured, your credit card will not be charged the $884.54 I gave as a deposit and that I would hear from them the next day, Feb3. I never heard from them until the 5th of Feb where I was spoken to like I was a piece of garbage by some woman. They knew I was disabled (I have a prosthetic arm) and the only reason I inquired about their services was because I physically can not move myself with one arm. She screamed at me that I forfeited all of my money thou I was promised it was canceled on Feb 2 by ********** She yelled "Quit acting like you are a victim!" Really? I am physically disabled and NO ONE needs to be spoken to that way. I am going round and round with my credit card company *********** which I am about to make a complaint against as well. Had I not been so tired and trusted this conman named ******, I would have read every word in that contract that he rushed me through. Upon further investigation, it seems they only make money stealing peoples deposits. Their address is actually an ********************************************. An APARTMENT! I have contacted the local news station that will be interviewing me about them and I have filed with the FTC.GOV and the Attorney General, *********************** of *******. They should NOT be in business. I need my money back.

  Business Response

  Date: 03/07/2024

  Hello,

  We are sorry to hear the customer is in this situation as this is not the direction we want any of our customer to be in. When reviewing the file there is a direct note from *** that states- 

  02/05/2024 01:30:58 PM
  ********;  Never promised nothing to cx in regards to her payment told her I can do is note the cancellation and send over to the prescribed department to finalize.

  Later, she spoke with our billing department and was asked if she disputed the charges? She would  not give the representative an answer which lead us to believe she did indeed chargeback the credit card transaction. In these cases prior to the potential refund, we need to see if a chargeback comes through. Sure enough, days later, we received a chargeback notification and a fee attached. In these cases, we have to leave the matter up to the banks. We then provide the signed documentation the customer completed to their own bank to make a decision during what they call the arbitration period. 

  Now, being that this case has come to the BBB a month later, we would imagine the customers bank rewarded the funds to the moving company being that the cancellation was not performed properly. At no time did we mislead the customer or "con" them into something they didn't want to do. The customer reserved a move with us by signed a detailed contract and going through  a verbal verification call with one of our agents confirming the work order and ensuring that all proper expectations were set. Going out after the fact and getting a lower price from A real scam company, then attempting to cancel with us and failing to send an email as to the nature of the cancellation has created the situation the customer is now in. We are an honest company that performs moves with integrity and will not tolerate this type of slander that is simply not true.

  -One Source Van Lines

  Customer Answer

  Date: 03/07/2024

  Hello,

  I have emails that I submitted to them with absolutely no response from Feb 2 2024. How do I forward these to you? 

   

  Thanks,

   

  *****************************

  ************ 

  ************************ 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21397704
  
  I am rejecting this response because: as you stated, I spoke to *** and he said it would be canceled. You stated that in the first paragraph. I even have emails stating this and you never contacted me until Feb 5th. That Monday when *** said it would be canceled and sent to the right office. NO ONE ever called me back! Yes, you are a scam company. I won't be slandered. THIS is what you told me and you lied. I understand I canceled within 72 hours and upon reviewing the contract I will pay the 15% cancellation fee but NOT $884.54! Then we can resolve this. 

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

  Business Response

  Date: 03/09/2024

  Hello,

  Again, the customer charged back with their bank. Once this takes place, we leave the matter up to the customers bank.

  -One Source Van Lines

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21397704
  
  I am rejecting this response because:
  My credit card DID charge me. It did NOT do a charge back. That's a flat lie. Review your records. 

  Lets resolve this. I want my refund of ******. I was promised my card would NOT be charged by *** on February 2 2024. It was. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/26/2024

  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.

  My elderly father (early onset Alzheimers) reached out to this business to possibly book a move (moving service) from ******* to **. After several conversations to get a bid on the scope of the project, he was under the impression this business was in business many years (not just one year). He said that they pressured him to sign their agreement electronically, which he has never done in the past (and informed them he didnt know how to do), being a less tech savvy older adult. This company basically signed per his verbal approval of going over the general terms (but not the entire contract).He was asked to give his credit card immediately via phone or risk getting the move booked in time30 days out. He took them for their word and assumed he had a 72 hour cancellation window to get his deposit back. After notifying me (within 24 hours) of his signing the legal document without my approval as his POA, I quickly did my own research on this business. To say it nicely, I was appalled about what I researched. Again, hes not tech savvy in the least (he doesnt know how to take a photo with his phone and text it) so he didnt understand (or know how) to do research with BBB, Angis list, etc. Thats not the companys fault, but he does not own a computer or tablet. His phone screen is all he has to review a contract in fine print. Within 24 hours, he attempted to cancel the contract, and the company pushed him off to talk about it more than 72 hours later. Red flag. Dad followed up with an email in writing about the cancellation and confirming I was his POA within the 72 hour window. I followed up personally to resolve the situation on his behalf. First, the contract is null and void without my approval, so the deposit should have been fully reimbursed after learning this. I provided the official POA filing (book, pages, municipally, law firm) so they should have acted immediately to resolve. Its apparent, this company has zero intention of reimbursing him.

  Business Response

  Date: 02/27/2024

  Hello,

  The customer contacted our company in need of moving services from ** to ** for a pickup around 3/25/2024. Please know **** was cognizant enough to look us up online, provide a detailed inventory as to what's being moved, sign a contract via E-sign through Adobe and go through  a verification call which ensured all proper expectations were set for the move. After the moving coordinator took the inventory, they were also assisted by a manager who firmed up the inventory and packing needed. When the price was presented, **** asked if he could call us in the morning to book as he needed some time, we told him yes that was not a problem. In no way did we pressure him to book his move. We simple told him rated are subject to change and it would behoove him to lock in the lower rate by booking 30 days in advance. **** was provided the managers number in which he contacted a few times with questions that were all answered, and to our knowledge **** felt confident in our company to move him. 

  Later, we all the sudden received notice that **** needed to cancel. This was a bit out of left field for us as he just got done thanking the manager for all that he did. Apparently the daughter decided to take over which we do not feel was ****'s intentions as he wanted to handle his own move. The daughter jumped on as claiming she was the *** and made threats to go government entities, and here on the BBB. From what we know this was based on our reviews. As the BBB knows we perform roughly 5-6k moves annually. This is the service industry and like every other mover, things happen, however we respond and rectify every matter that takes place. This is why the BBB has us rated at a B. Lets take a minute to identify Mayflowers BBB page, they have an A+ through accreditation but at the same time are riddled with 1 star reviews. This is a company that has been around for over ********************************************** the industry.

  Finally, once we were informed the daughter was the *** and wanted to cancel, we informed her she was not listed on the contract and does not have the authority to cancel someone's move without providing proof of the **** In her message she claims it was send, this is not true as we are yet to receive any documentation stating she has the authority to act of ****'s behalf. Once this is sent we have already told the daughter multiple times a refund would be issued. In our opinion, we feel **** wanted to handle this himself and was fully capable of doing so or would would not have booked his move. Our contract is not easy to sign as it required signatures at the bottom of each page. After he signed he was transferred to verification where they verbally went over everything to ensure all proper expectations were set for **** and he understood what everything consisted of. At not time did he question weather or not he was capable of handling the task nor were we informed of a **** We have also attached the signed contract performed by **** which was performed near his ** address. 

  We have attached the signed agreement as well as a snap shot proving the doc was signed by the ** near ****. 172.56.97.62 (***********************)

   

  Good day,

  -One Source van Lines

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21348452
  
  I am rejecting this response because there are many FALSE statements made within. I need to ensure this is corrected for public record. 
  
  Please know that my father confirms that everything was done verbally. He is super tech challenged and this company was well aware of this given he communicated his challenges.
  
  FACT 1: My father clearly stated to the business he did not know how to send email nor has ever docusigned anything so he was unfamiliar with it. Its convenient that that the docusign was signed by someone near *********************, **, which is no where near ********, ** where my father resides. Its 421 miles away. I suspect that a third party signed under my fathers name. If he didnt sign the contract, there is no contract. 
  
  FACT 2: at no time in all the verbal communications did the business explain the cancellation policy in detail. They said that he had 72 hours to cancel. Such a statement reassured him that he could make the agreement but cancel soon if needed. Not only did they NOT go over any financial penalties, but they did not verbally disclose that such a request needed to be in writing. When my father did call to cancel on 2/23 (approx 24 hours after the so-called agreement), ******* reassured him it would not be a problem, but they would need to do so on a subsequent call on 2/27 (how remarkably convenient). A legitimate company would have reminded him to have the cancellation in writing per the contract. A more legitimate company would have dealt with the cancellation immediately, rather than pushing it off all while reassuring him all would be good. ***** find that instead of dealing with customer issues, this business hides behind texts and does not respond to urgent voicemails. They recognized to him verbally that they understood he wanted to cancel, yet they did everything to push out time. 
  
  FACT 3: After realizing my father was getting hustled, I stepped in as his *** to communicate with the business to get immediate resolution. I provided them with the legal filing information of the *** document and they also later verified with my father that I am indeed is his ***. I simply stated the fact that without my signature to approve the contract, it is null and void, and they needed to reimburse my father wholly, and immediately. They are digging in their heels and refusing to reimburse my father back. 
  
  FACT 4: Its important to share a timeline of all written communication sent by the company to my father. It is SUPER important to note that at NO TIME prior to the docusign being sent did the company provide the full agreement for him to review in advance. Instead, he says they verbally pressured him to commit. Otherwise, he would risk paying a higher rate or not having the move happen altogether. 
  12:45 pm 2/22 this is the very first written communication the company sent to my father. A docusign was sent to my father (he told them he didnt know how to docusign and asked that everything be gone over verbally. They appeased his requestbut vital information was omitted from the conversation). 
  1:11 pm 2/22 docusign agreement was signed by someone near *********************, ** (over 400 miles away from my father). 
  1:13 pm 2/22 inventory list sent to my father. Its odd this inventory list was not sent in advance of the agreement
  2/23 afternoon (approx 24 hours later and well within the 72 hour cancellation), my father called to cancel. The polite company rep told him it would not be a problem, but they would need to address at 12:30 pm on 2/27. How convenient this is after the 72 hour window?). 
  
  This business needs to have their license revoked. Their communication practices take advantage of the elderly, who are not tech savvy (and who clearly disclose as such). They failed to inform him verbally of important cancellation requirements. They made him feel cancellation was no problem, yet pushed out time. They refuse to acknowledge a ***. And to ice the cake, it appears they got someone 400+ miles away to sign the agreement. 
  
  Sincerely,
  
  ********************* On Behalf Of ********************* ********************* On Behalf Of *********************

  Customer Answer

  Date: 02/27/2024

  Additionally, as mentioned to this business, my father lacks complete vision in one eye (completely blind) and lacks clear vision in the other eye. He is, by The American with Disabilities Act standards, considered a visually impaired individual. Not only does this businesses website lack *** ********** for hearing impaired and visually impaired individuals. My father make it clear he does not use computers due to his age and understanding how tech works, and lack of vision, This companys website is required, by law, to provide alt-text means of communication. It does not, nor does the company have an accessibility statement. The contract sent is also not *** adaptive to those with disabilities and visual impairments. 

  The business should have provided alternate options for him to review and understand a contract, either by gaining approval verbatim verbally (recorded) or providing it in another format via large print for him to be able to review. It is clear that they dont care to cater to the needs of visually impaired customers (or, the elderly in general). Furthermore, and sadly, I view the massive lack of transparency in disclosing verbally the details of any cancellation, either prior to the contract being emailed (which they knew was too small for him to read, let alone their pressure tactics in requesting an immediate approval), or when my father called to cancel within 24 hours, a gross form of dishonesty. Lets call a spade a spade. This business never had any intention of disclosing their cancellation policy full well knowing he is technologically challenged. And having such challenges, he was probably not able to fight the fact that they decided to keep his entire deposit on account of an unethical business practice of evading full transparency to him. 

  This business needs an *** ********* website (which is required by law), forms and training to their staff on being adaptive to deal with the elderly and those technologically challenged. 

   

  Business Response

  Date: 02/28/2024

  Hello,

  Yesterday we spoke with **** in detail ads to what has transpired with his move. He agreed that we did not pressure him as we let him take the day and make the payment the next day. He specifically asked us "can I give you my credit card info tomorrow?" We said yes ****, that is completely fine. He then, again, called us and signed his own docs just as well as any other client with mention of vision issues what so ever. **** also agreed that we were through and handled his booking process with integrity. This move would still be positioned to be a successful move with no issues with his daughter did not take it upon herself to steamroll her fathers decision. **** claimed to have ***** of ******** and wanted to cancel and we kindly asked her to send over the docs showing *** and we would refund the deposit. She has yet to do so this entire time and evaded the matter by bringing up disabilities and flimsy accusations to make us out to be a poor company. 

  At this time the daughter and customer **** know what information was required if they did indeed want to cancel. We as a company do not have any more information to provide nor the time to invest in this matter. In our opinion,  ****'s daughter should have the *** and someone handling her affairs based on what has taken place thus far with this reservation. 

   

  -One Source Van Lines

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21348452
  
  I am rejecting this response because:

  Yes you did speak with my father yesterday but NO, his recounts of your conversation yesterday is quite different. He specifically told you that he felt pressured.  He point blank asked you MULTIPLE TIMES if you were returning his deposit and you skated around a refused to answer the question on multiple occasions. Not only will I soon provide a video of my father talking to a camera outlining his recounts of the situation, upholding everything I have written, but I will also provide screen shots of his phone that you texted him with. For example, at 2:27 pm on Friday (right after he called to cancel), ****** wrote Hello, this is ****** with the billing department. I am contacting you regarding your cancellation followed by availability on Tuesday for a call. So, you acknowledge as a company he has attempted to cancel within the 72 hoursall in writing. 
  

  My dad made it VERY clear his limitations with computers, HIS LACK OF UNDERSTANDING OR HAVING EVER DONE A DOCUSIGN. yet you didnt accommodate for that. Even ****** told me yesterday on the phone, we treat everyone the same, regardless of whether they are 18 or 90. If your father isnt smart enough to read the agreement, thats not our fault. He cant read it on a device because he is bald blind and your documents are not *** accessible.  This company does not follow *** *** in providing equal accessibility for all, especially for those who express clearly their disabilities and request verbal communication over electronic. Not being *** ********* is one thing, but worse is when a company uses the knowledge that my father lacks the ability to communicate electronically, so therefore, they conveniently forget to communicate the entire cancellation policy AND conveniently schedule a call back after 72 hours. What they werent planning on is a family member to advocate for justice on their behalf because my father couldnt figure out how to even file a complaint by himself. 

  Dont worry, Ill provide evidence just as soon as I can get a family member nearby to record video of my father can capture his screen shots to send to me. Youd think the last thing this company wants is to have a video recording of my fathers recounts. 

  This company had the ability to do the right thing last week when he cancelled, yet they didnt. And despite them acknowledging the cancellation via text last Friday, theyre saying it doesnt count. 
  

  Again, the docusign was signed by someone 420+ miles away from my father. Please explain that??? An agreement doesnt exist if it was signed under his name by someone else 420 miles away. 

  Sincerely,
  
  ********************* On Behalf Of ********************* ********************* On Behalf Of *********************

  Customer Answer

  Date: 02/28/2024

  I have added a screen shot of my fathers phone from last Friday, right after he called to cancel (and well within the 72 hour cancellation window). Your employee has acknowledged the cancellation via text message (in writing). Its obvious that it is acknowledged and backs up the fact that my dad was assured on the phone at the time he cancelled all would be taken care of on Tuesday. It was not. They conveniently pushed it beyond the 72 hour window by reason of a technicality. 
  

  This business told my father they had been in business 7 years versus the actual one year. They run out of an apartment complex and will surely shut down, soon to re-open its doors under a new name. They fail to disclose key facts and use pressure tactics to secure business. And from reading the reviews, a bait and switch is also at hand. They also dont answer phones or respond when there gotten caught.
  

  this business needs to have its license revoked by the state and classified as a scam business by the BBB with an F rating. 
  

  Again, not only did they know my father was technologically challenged per his own admission, but I still wonder who, 420 miles away from my father, signed the agreement. His money needs to be returned in fulland Im happy to share our experience with the ***** Seniors Vs Crimeand who knows, maybe drum of an ADA ********** attorney too. 

• Initial Complaint

  Date:02/21/2024

  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 paid a deposit for a planned move. The deposit was paid on 2/5/2024. They have a 72 hour refund policy. I called back within 72 hours to cancel and they generated a request for refund on their side. I was contacted within a few days by a representative who tried to keep my business. I kindly refused, several times. They were supposed to call back on 2/13/2024 to process the refund with me on the phone as part of their "process". But they never called back. I have called them back almost every day asking for the refund to be processed and they tell me the same things every time... "this is not the refund department, we have notes on file for them to call you and process it, sorry for your inconvenience, let me try to expedite that for you today". No avail. I just want my money back, and they have repeatedly lied to me and ignored my request.

  Business Response

  Date: 02/21/2024

  Hello,

  When reviewing this file it appears it has been in a pending review status. Customer has been communicated with as to the status of the situation. When the customer spoke with our billing manager they were completely disrespectful and inappropriate, they way our employee was belittled and spoke to is absolutely unacceptable. Most of the moves that we reserve book with us to move and our cancellation rate is very low, especially when the method of payment is an E-check which takes time to process between banks. We will reach out to the customer shortly regarding the status of their refund.

   

  -One Source Van Lines

  Customer Answer

  Date: 02/22/2024

  Complaint: 21323365
  
  I am rejecting this response because:

  This billing manager finally called me back on 2/22/2024 only to say that they are declining my refund, citing verbiage from the contract. I read article 1 of the agreement and it says the following:

  "By signing below, you, as a customer, are agreeing that you have been made aware of any charges you will or may
  be responsible for and the terms and conditions of the services provided by ONE SOURCE VAN LINES LLC (ONE SOURCE
  VAN LINES LLC or our us, or we). Upon booking you will have 72 hours to cancel our services without forfeiting
  your entire deposit. Any service cancellation made within 72 hours of booking services shall be subject to a cancellation
  fee of 15% due to the cost of processing your credit card and arranging your schedule. After the 72-hour window has
  expired, your deposit shall be non-refundable. For the billing department to review a customers file and cancellation,
  an email must be sent to the billing department at ***************************** explaining the cancellation request.
  Please note that WE ARE A BROKER and will be providing you with the services to coordinate your move. Thank you for
  choosing One Source Van Lines LLC!"

  My response to this is as follows:

  I have notified them within 72 hours. After just getting off the phone with them more than two weeks later, they are telling me that I needed to email ************************************************************* however, the contract verbiage is not clear about who actually needs to email that department, so that is an unactionable excuse against the consumer. It should clearly state "you must email" as opposed to "an email must be sent", which is arbitrary language. In addition to that, if they are a company with a good reputation and good practices, they should have informed me that I need to email ***************************** during my phone interaction with them when I was canceling within the 72 hours. I spoke with several employees, including customer care, and not one person told me I needed to do that. Therefore, what the billing manager told me on the phone today (02/22/2024) is nothing but an excuse for poor, unactionable language in their contract which they want to use against me and not process my refund.

  Additionally, my transaction was a bank check, not credit card, yet the billing manager still had the nerve to say today "I was planning on helping you get 85% of your money back" assuming the 15% against the refund would apply to me, which it clearly does not.

  Companies like this need to be penalized by BBB for their negligence. I demand a full refund from them.

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

  Business Response

  Date: 02/22/2024

  Hello,

  Below is the correct verbiage of the 1 term of our contract, we are not sure why the customer left of the fact that an email must be sent in order to cancel. This way of cancellation is required to allow everything to be time stamped and documented.

  TERMS AND CONDITIONS 1.  By signing below, you, as a customer, are agreeing that you have been made aware of any charges you will or may be responsible for and the terms and conditions of the services provided by ONE SOURCE VAN LINES LLC (ONE SOURCE VAN LINES LLC or our us, or we). Upon booking you will have 72 hours to cancel our services without forfeiting your entire deposit. Any service cancellation made within 72 hours of booking services shall be subject to a cancellation fee of 15% due to the cost of processing your credit card and arranging your schedule.  After the 72-hour window has expired, your deposit shall be non-refundable. For the billing department to review a customers file and cancellation, an email must be sent to the billing department at ***************************** explaining the cancellation request. Please note that WE ARE A BROKER and will be providing you with the services to coordinate your move. Thank you for choosing One Source Van Lines LLC! 

   

  We have attached the signed copy for the record.

   

  -One Source Van Lines

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21323365
  
  I am rejecting this response because:

  You are still making an excuse here. This request was timestamped because your team repeatedly told me over the phone each time I called that they have my request for refund received as of 2/7/2024 and plenty of notes on call times and timing in your system(s). Return my money as you are facing serious consequences at this point. You are exercising unfair business practices toward me as a consumer, and thus violating multiple Federal and state laws and statutes.

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

  Customer Answer

  Date: 02/23/2024

  I have reported this company to the ***** for unfair business practices. There are also multiple ******* statutes against these guys.

  I have reported this to my bank really hoping they can help me get my money back soon in the event this company continues to prolong my refund. Whatever you can do as a governing body against this business and enforce refund is greatly appreciated.

  I am attaching my copy of the moving estimate in case they changed any of the language.

  Thank you,

  ***********************

  Customer Answer

  Date: 02/23/2024

  This should not be closed. This is not a matter of dissatisfaction- One Source Vanlines has stolen my money and is refusing to return it.

• Initial Complaint

  Date:02/09/2024

  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 paid one source van lines $866 as a down payment for my upcoming move on march 15th-17th. Afterwards i was offered a better job in town and decided not to move. I talked to a gentleman named *****- the same person who finalized my down payment, and he told me i would get a call "today or tomorrow" to confirm my refund. Its been 5 days since then, and ***** who had been answering all my calls night and day during the sign up process suddenly wont answer his phone, and i have not been contacted by anyone regarding my refund. I have a family and we currently live on my one income, so this amount of money could ruin me. I called customer service and was told the sales rep who "sent in the cancellation request" isnt even capable of filing said request, and then- without gathering any of my information or confirming who i am at all, told me he cancelled everything and i will get a call next monday to confirm. Everything about this experience reeks of fraud, and i can only hope this review serves as a warning to any other families out there dont fall victim to the same treatment i did.

  Business Response

  Date: 02/26/2024

  Hello,

  We are happy to hear that the customer found a better job to support their family. When reviewing the file it appears that the customer signed a resolution offer in the amount of ****** for a late cancel. being that they cancelled outside of the 72 hours window they were not eligible for a refund, however, based on the situation we offered this amount as a good faith refund.

  The moving coordinator ***** handles the front end and does not have the ability to process refunds, this is handled on our back end in the billing department. The customer had our customer service number and this would have been department to contact. Furthermore, our cancellation policy states that an email must be sent to ***************************** regarding the cancellation so that it is documented and time stamps. 

  Finally, we did refund the customer $****** on 2/17 and the amount will be go back the card that was originally used if it hasn't already done so. 

  -One Source Van Lines

• Initial Complaint

  Date:02/07/2024

  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 lied to me. The. Sales person told me my furniture would be delivered on the 1st of February. They picked up my furniture on January 26th. Never told me it would held in a warehouse in **. They never disclosed they were brokers. Im sitting in an empty house on the 7th of February. They wont call me back. They brokered my furniture to *********************. They wont give me a date that it will be delivered. This is not fair and they should lose their ability to sell this service. They should be forced to disclose they are brokers and theres no guarantee on delivery before you give them a deposit. They had a manager tell me it could take 7-10 days after I gave a deposit. I did call the sales man back and he guaranteed it would be delivered on the 1st. They also gave me an estimate of 5000 and I gave them a lot of my furniture over the phone. When the guys came to pick up my furniture they said it maybe ******. Then it was $13,000. They should br banned from business.

  Business Response

  Date: 03/04/2024

  Hello,

  We are very clear as to our operating authority, the fact that we are a broker is listed in our contract multiple times. Also in our contract of the fact that we cannot guarantee pickup or delivery dates. No mover can due to unforeseen circumstances. This is why we provide an average spread based on the route. 

  Please see attached contract which supports the fact that everything the customer accused us of is listed in their paperwork.

   

  Good day,

  -One Source Van Lines

• Initial Complaint

  Date:01/26/2024

  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.

  Initially, we had a positive experience with ****** the representative who gave us our quote. He was nice and very communicative. Then I had to add a few items, which I called and did. The quality assurance call a few days before to review items showed that somehow there may be some missing items from the report. I tried to discuss with the representative that ****** had said he would add them and that the price shouldnt be anymore money. I was told it didnt matter what I had to say or think they are going to charge me what they are going to charge me when they get to my home. I was worried at that point so we went and rented a U-Haul trailer ourselves and filled it up to eliminate some of the items for the mover themselves. I also tried to reach back out to ****** who had initially been very communicative. He ignored several of my calls and texts at that point. The morning they arrived they told me that the move would increase from almost $5000 to now $10000 total that morning if we still wanted to use them to move. I thought it was weird that our number of boxes had gone up even though we had packed up several of the boxes so it actually had gone down. Come to find out the movers were numbering ALL boxes even things I said we were taking(yes they were set aside separately) this included a box of garbage bags, our luggage which we were taking in the car and several items like that. I then knew exactly why our number of boxes had increased. We said we wanted to cancel their services and called dispatch. We were told that we could let them leave but would have to process everything for a potential refund to our deposit. I have been working on that for a few weeks now. I told them I would even be happy with half of the deposit back because the job wasnt done so they got paid for nothing. When I called them yesterday I was told that since I submitted a customer review to the ******************** I would not be getting any refund back and they would no longer be working with me. My report was accurate and truthful. It is also my right to make a report to BBB if I feel necessary.Read more at: *****************************************************************************************************************************************

  Business Response

  Date: 02/21/2024

  Hello,

  This move was booked with nothing but the best intentions for the customer. Our goal is to always ensure every customer has a fair and honest experience with us. When providing us an initial inventory, we can only go off of what the customer tells us they are moving. This is why our paperwork the customer signed states it is their responsibility to provide us an accurate description of the items being moved. Unfortunately, in this case that did not happen. Now, this is ok being that we provide a ***************** call prior to the pickup. At this time we go over the inventory again to ensure everything is accounted for. At this time for this particular move, the customer refused to revise the move to its appropriate size. We did inform them that now is the time to make changes as this cost would be a lot more to revise on-site with the movers. Seems they chose to take their chances.

  When the movers arrived they learned that the customer had an additional 900 cf. to be moved. When she called our staff, we informed them that they could move the original contracted amount of space or revise to their liking. Customer decided to just cancel the move and send the movers away. We informed them that this would indeed be a forfeiture of the deposit, they chose to send them away anyways.

  Finally, in this case the customer was not willing to pay the appropriate amount for the size of their move. They make a conscious decision to cancel their move when funds were already dispersed into the route and a carrier was on-site with the proper material to perform the move. We are not just keeping someone's money, funds were allocated into the move prior to the pickup and this is why we have the terms that we do in our contract. 

   

  Good day,

  -One Source Van Lines

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21205515
  
  I am rejecting this response because while all of the words from the company sounded very professional, well thought out, and human resource friendly, this was not a black and white process throughout. I'm sure that One ******************************* would like to put some closure to this situation as much as I would. The quality assurance call was handled with a gentleman who wanted to rush through and not be helpful with some of my questions and concerns. When I referenced our sales representative and what he had said about the moving price based on the items we had to move, he told me it didn't matter what the salesperson had said they were going to charge me "what they wanted to charge me" at the time of the move.  We were only a few days out so out of fear I had my husband load up a uhaul and ****** with several of the items that were on the list for One Source to move. This essentially means less stuff. Not to mention the morning of the move the gentlemen putting number tags on boxes were tagging things like grocery bags and trash bag boxes that I indicated were going in our car.  That is why the number of our boxes grew by 30+. Their representative ***** had told me on moving day-the day we canceled their services- that she would work to getting me at least a partial reimbursement for our security deposit. I agreed and said we would be happy with even getting half of it back, understanding that time is money. It is my understanding after speaking with her that they were working on it until I made a complaint to BBB. Once I made the complaint and spoke to ***** the company then decided that since I reported them to the BBB, they were refusing to work with me and put closure to this situation. Essentially, it felt as if I was being punished for reaching out to the BBB. This is what the BBB is here for.  To hold businesses accountable for fair customer service practices. Since the company was considering reimbursing half of my deposit at that time, I am not sure as to why they cannot do that at this time? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2024

  Hello,

  The cost that we provide are based on the route, size of the move (Cubic feet) and availability. We are only here to charge people for what they are moving. In the event that the customer revises on-site additional fee's can apply outside of the cubic footage.

  Example- maybe the customer has a lot of stuff and an additional or bigger truck is needed. They have to go out and purchase additional material being that what they brought out was for a smaller move. These are all reasons why we place the ***************** call. If the customer feel they were moving to fast, for that we apologize. 

  As a long distance moving broker, we answer to the **************************** not the BBB which is a "for profit" business. 

  Now if a customer does take action to harm our companies reputation this does have an influence of any compensation as stated in the paperwork. We perform business in a manner that the majority of movers do and have policies in place for a reason. At the end of the day people have to understand that space is money when traveling across state lines. All of these routes coincide with each other and one that is off that we have to pivot for last minute, can disrupt the entire route.

  The final result of this move is the fact that the customer sent the movers away and that is considered a forfeiture of the deposit.

  If any further assistance is needed place reach out to our customer service department as communicating though the BBB platform does not have an influence on the outcome of the matter.

  -One Source management 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21205515
  
  I am rejecting this response because the problem has still not been resolved. I am not surprised that there are several other BBB complaints towards One Source Van Lines.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/23/2024

  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.

  One Source Movers contracted with MC Movers to deliver less than the required minimum and did not deliver in accordance with ************* law. They were well beyond the 21st business day when they finally delivered. On the delivery date, they said they would arrive between 12 and 2 PM. They did not arrive until after 10 PM. This resulted in loss of a plane ticket in the value of $575. They also refused to deliver the items to the apartment on the second floor that was accessible by an elevator when the contract clearly states the move included door-to-door delivery. Instead, they unloaded the items and dropped them in the pitch black dark alley outside of the apartment building at 10:30 PM, then refused to move the boxes into the building, unless they received more money. In addition, they initially refused to come to the actual address of the apartment, stating that it was impossible to park a semi there. They insisted we pay them an additional $650 to offload the items into a smaller vehicle. Later **** admitted via ****** maps, there was more than enough room to park the semi and they did indeed park the semi without issue where the building manager indicated they could park. We were charged an additional fee for tape. The contract clearly states we will not be charged for packing or tape and it was admitted in a call with agent Hope from One source Movers after the fact that we shouldnt have been charged for tape. No refund of the additional charges has ever been received. Further attempts to contact the mover have gone unanswered. In addition, after moving all of the items into the apartment, we learned that there were missing boxes and items in the boxes had been ruined due to improper storage in the summer heat of ******* ******* at pickup. I seek damages in the amount of $1500 and suggest this movers license to conduct business in the **************** is revoked.

  Business Response

  Date: 01/24/2024

  Hello,

  We do apologize for any of the inconveniences that *** have occurred with this relocation. When reviewing the file it appears as the broker, we did what we couldn't to communicate with this carrier on the customer behalf. Some of the issues that took place we feel are unacceptable and therefore we no longer contract jobs to this carrier. In this situation when a bill of lading is signed with the carrier to perform the work, this BBB complaint should be directed towards the moving Carrier "MCMOVERS" as One Source Van Lines never touching the items. Our job which the customer agreed to was to locate and dispatch  a carrier that was up to date with all the requirements set forth by the **** This was completed. This does not mean we wash our hands, however, the customer agreed they would not hold us liable for the situation. During the booking process the customer needed the lowest possible price and because of this they had to be contracted to  a carrier that we normally do not use that is willing to take a job at a much lower rate then the market bares. Same situation if someone went on to hotels.com and chose a 1-2 star hotel room. These rooms will not be as sufficient as the 4-5 star rooms that come at a higher rate. If the customer needs further assistance they can reach out to our customer service department and we'll be sure to advocate on their behalf with the carrier. 

  Below is the carrier info if they would like to reach out direct.

   

  Agent: MCMOVERS 
  MC MOVERS LLC - *******
  ***********************************************************************************
  DOT: 2538365 MC: 882866
  ************

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21188074
  
  I am rejecting this response because:  You are responsible as a broker to provide your customer base with a safe and reliable mover.  When you don't, and the mover is not performing within the standards of ******* State Law, you have an obligation to the customer to remedy that and assist.  Your company did NOTHING to help us...you just made excuses and defended and participated in the lies from MC Movers.  People pay you to help them move - to hire responsible movers and ensure the job is completed as ordered.  You don't just get to take people's money and then walk away.  Everything that you said in your response is a LIE, and lucky for me I have a legal background and fortunately kept everything IN WRITING via email and extensive text messages with your sales person, **********************  Never at ANY TIME did I ask him for the lowest price for this move.  The reason the move was so inexpensive is because there was such a small number of items that needed to be moved - not a single piece of furniture - it was all boxes and a bike.  *** explained that the load was below the minimum size as it was only an 8' by 4' storage unit, but I would have to pay for the minimum size load even though the load wasn't big enough.  NEVER did I say bring me the cheapest most unreliable mover you've got to I can save a buck!  You and your company should not be allowed to conduct business in *******, and to say you have absolutely no responsibility for the move arriving beyond the 21-day requirement in the **************** is another LIE.  It was YOUR COMPANY that did not provide the First Available delivery date to MC Movers, even though *** assured me IN WRITING that he would and the move would only take 5-7 days.  Your company never even bothered to give me the name of the moving company until AFTER the delivery was already in violation of state law.

  Judging by the number of complaints registered with the BBB in recent months, I would say your company is a solid candidate for a class action lawsuit.  I live in ********* and there is a liberal lawyer on every corner in this state, and if you think I'm just going to sit back and let you people LIE and try to blame your company's incompetence on me, you're dead wrong.  YOU HIRED MC MOVERS....you contacted me after the move and told me YOU would be in contact with them to get me the money I was owed.  I have all the cell phone records, text messages and emails to prove it so you deal with the crooks you hired or I will see you in court!
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 02/01/2024

  Hello,

  We do apologize if the customer does not like our response as to what the notes on the file state and the terms of our contract that they signed and agreed to its terms. Again as our contract states our job is to locate and dispatch a licensed carrier to perform the move from point A to point B. We provide an average delivery spread for each route but also during the verification call let every customer know that the mover have 21 business days legally per the Department of transportation.

  **Please see below what our agreement states

   The terms and conditions contained herein represent the entire understanding and agreement between ONE SOURCE VAN LINES LLC and you with respect to the subject matter hereof and supersedes all other negotiations, understandings, and representations (if any) made between you and ONE SOURCE VAN LINES LLC, including any representations made by our estimator. In the event of a conflict between the terms of any estimate and the bill of lading, the terms of the bill of lading shall control. This agreement may not be amended, supplemented, or waived orally. Any changes must be in writing and signed by both ONE SOURCE VAN LINES LLC and you, the customer. Nothing in this agreement, whether expressed or implied, is intended to confer any rights or remedies on any person, other than the parties hereto, and their respective legal representatives. Nothing in this agreement is intended to relieve or discharge the obligation or liability of any third person to any party to this agreement or give any third person any right of subjugation or action, over or against any party to this agreement.    3.  You, as the customer, have hired ********************** as a moving coordinator/shipping agent/broker. At its sole and absolute discretion ONE SOURCE VAN LINES LLC may contract with outside moving carriers to service your needs. In the event we appoint a third-party moving carrier to provide moving services on your behalf, you agree in the event you suffer any loss as a result of damaged or lost goods, delays in pickup and delivery, the actions or inactions of estimators, drivers, packers, and/or movers, or other losses shall be indemnified by the moving carrier and not by us, the moving coordinator/broker. Accordingly, you agree to pursue rectification of any and all claims through the appointed moving carrier, and not through ONE SOURCE VAN LINES LLC Detailed instructions on how to file a claim will be provided to you by the moving carrier. You have been advised that losses are indemnified at a rate of the lesser of (A) the amount of the actual loss, or (B) an amount equal to sixty cents per pound of the lost or damaged property.    4.  As a properly licensed, interstate moving coordinator/shipper/agent/broker, ONE SOURCE VAN LINES LLC does not guarantee any pick-up or delivery dates, under any circumstances. ONE SOURCE VAN LINES LLC to facilitate a moving carrier to move your household items as promptly as possible, and in accordance with the information provided by you regarding your items, moving from origin to the appointed destination. Due to situations beyond our control, including, but not limited to, inclement weather, mechanical breakdowns, road construction, remote pickup or drop off locations, difficult or limited lanes of travel, we cannot guarantee any specific pick up or delivery dates and/or times. You will be subject to all applicable laws, and the general terms and conditions of the moving carrier, including, without limitation, a requirement that payment for charges, in full, must be paid before the unloading of goods, in accordance with the carriers lawful lien on the property.     

   

  This was signed off on by the customer below each term in agreement with what it entails.

   

  Finally, as our job is to communicate with the carrier, We placed another request for the customer in effort to receive compensation for the move. However, at the end of the day it is the carriers discretion weather or not the compensation will be approved. We are simply here to advocate on their behalf. If the matters are justified, then it would be out of our control. 

  Below is the carrier info if the customer would like to reach out of provide the info to their legal defense representative.

  Agent: MCMOVERS 
  MC MOVERS LLC - *******
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  DOT: 2538365 MC: 882866
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