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:10/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/31/2024

  Hello,

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

  -OSVL

  Customer Answer

  Date: 10/31/2024

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

  Business Response

  Date: 11/01/2024

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

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

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

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

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

  -OSVL

  Customer Answer

  Date: 11/01/2024

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

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

• Initial Complaint

  Date:09/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/01/2024

  Hello,

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

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

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

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

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

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

   

  Thank you,

  -OSVL

   

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/16/2024

  Hello,

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

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

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

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

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

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

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

   

  -OSVL

  Customer Answer

  Date: 09/16/2024

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

  Business Response

  Date: 09/17/2024

  Hello,

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

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

  -OSVL

  Customer Answer

  Date: 09/17/2024

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

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

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

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/11/2024

  Hello,

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

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

  Thank you,

  -OSVL

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/18/2024

  Hello,

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

  -OSVL

• 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.