Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2024

  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 - *******
  ***********************************************************************************
  DOT: 2538365 MC: 882866
  ************

• Initial Complaint

  Date:01/11/2024

  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.

  Scammed by One Source Van Lines. Found this "moving company" via a ****** search to move back home from *********, **. They pressured me into booking with them and then outsourced the service to a one-star rated moving company, that was completely unprofessional. I explained to them the bad experience I had the first time I moved and they promised me I "was in good hands"/"had nothing to worry about" These are the reviews for the company that was booked to move my stuff.********************************************************************************** ****************************************************** *************************************************************************************************************************************** ^ all negative reviews. I was ripped off and I'm upset.

  Customer Answer

  Date: 01/12/2024

  My pick up for my move was also delayed. I was supposed to have my stuff picked up on 1/11 only to get a call at the end of the day they wouldn't be able to pick up my stuff until the next day, causing my stress because I booked a flight home. When I complained to the business about how this was cutting it close to my flight and not as scheduled, they didn't do anything. 

  Business Response

  Date: 01/12/2024

  Hello,

  We came into this move with nothing but the best intentions for this customer. They signed an agreement with us for a fair price based on the size of move and the route it was on. We then used one of our carriers who is up to date with all the requirements set forth by the ********** of *************** We have used Cosmos for years and they do good work. Just because a moving has some bad reviews does not mean they are a bad company. They simply just do a lot of business. This is the same for Allied and Mayflower. Allied has been around for 95 years and Mayflower 105. Allied has an A but has 1 out of 5 stars with a multitude of 1 star reviews. They are not a bad company, they simply handle thousands of moves a year. Same thing for Mayflower they have an A+ but many many poor 1 star reviews. These are 2 of the oldest and most reputable moving companies in the country and have the same online presence as us and the carrier that was contracted. 

  When reviews notes from the file it shows the customer called in to the customer service department and spoke with multiple people to simply argue. Her questions were answered as to the pickup timeframe. See direct note from file

  01/11/2024 02:59:02 PM*******CX just wants to argue she called in speaking about reviews first I explained how that works and no company is perfect then she lied saying she doesn`t know when movers are coming and I outlined file shows you have been told more than once window of 4-7PM then she starts complaining how on booking she was told this would happen before 5PM and how can remedy this told her sadly I can`t because we are here now****

  01/11/2024 03:22:27 PM******CX requested a manager.
  She basically explained the same thing that she expressed to *******
  She really does just want to argue. She did fake cry for a moment and then went right back to being difficult. Does feel we have even tried to accommodate her.
  In the end I asked her what I could do for her and she said "first of all you can apologize" . . . and so on.
  I apologized and let her know I would see if I can get an eta on the driver. 

  From the 8th- 11th we have spoke with this customer roughly a dozen times and did our best to provide the best possible customer service we can. We will continue to do our part as the move takes place and provide the best service we can as her long distance moving broker.

   

  -One Source Van Lines

   

   

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21130237
  
  I am rejecting this response because: This response is unprofessional, untrue and completely ridiculous. This company should be shut down. I paid and requested a one day window to allow for my move to be done smoothly and without additional stress. I was moving out of state and needed to do a walkthrough and catch a flight with my apartment complex. I communicated this clearly. The movers don't show up on time the day scheduled or even on time the day after. I did not "fake cry" and I did not call to "argue". I called because I was dealing with so much stress from One Source Van Lines and the moving company. Cosmos has bad reviews because they are a bad company. They destroy people's stuff and give them a bad experience. This was true in my case and I have photos as well as screenshotted communication. **************** was a joke. ****, the Manager just talked over me, yelled at me, and didn't apologize or try to do anything to make the situation right. My stuff was delivered 6 days after pick up, late, everything was damaged and broken. My items were not in the boxes I packed them in. I had to change my bank account info. and freeze my credit. There were also different drivers and a completely different truck. I lost everything, my personal belongings were also left behind in the apartment by the movers and I couldn't be there to supervise the move because they were late. The apartment now is taking money out of my security deposit for junk removal. This company did not do what they said they were going to do and **************** did not help. Their response provided is insulting, rude and untrue. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/19/2024

  The movers did not come at scheduled pick up day/time- I was scheduled for Thursday, 1/11 during "normal business hours" and they did not show. *I requested a one day window because I was moving out of state* Then the drivers tell me they have to come  the following day at 10AM, no show. They show up extremely late that day (about 11:30am - giving me only 30 minutes before I have to catch my flight, no time to do my apartment walkthrough, etc). The movers were completely unprofessional. They said they didn't want to drive in the rain and that's why they were late. I had to leave to go to my flight or I would have lost my original flight payment (over $250 plus baggage fees) and had to pay for another flight (priced around $250-300). I felt in a bind and had to leave the movers to do the job without me present. The apartment contacted me the next day telling me that the movers left stuff in the apartment and also left the apartment a mess. They sent me pictures of everything. My security deposit is now being withheld because the apartment complex has to pay for "junk removal and cleaning services". I've had to open up a new bank account and freeze my credit because my personal items were left behind. On the day of delivery (6 days later), my stuff arrives in a completely different truck with ****************. Delivery day and time was miscommunicated. They show up late (after the time that was communicated). I was calling up every day to find out when my things would be delivered - no answer, no tracking. The customer service department was rude and talked over me. My items arrived broken, missing, damaged- carelessly packed, it looked like they went through all of my personal belongings (I have photos). My things were not in original storage containers, which were carefully packed in heavy duty storage bins. Thousands of dollars spent in moving costs, storage unit fees, missing items, broken items, junk removal, etc, etc. My items are destroyed, I've called customer service multiple times. No resolution. Both companies are extremely unprofessional, they have no regard for people's lives, time, personal belongings, etc, etc. I've been upset, stressed and gone through h*** because of them. I have to buy a brand new couch, bed, and continue to pay for a storage unit filled with broken items while I attempt to file a claim. I could really use some help with this.
  

  Business Response

  Date: 01/22/2024

  Hello,

  We are sorry to hear you are displeased with the services provided. This move was scheduled for a 1-day window and the movers did indeed show up on that specific day to complete the move. Please know, movers will try to avoid moving customers furniture while it is raining to avoid people items getting wet and building mold. Long distance movers are at times traveling long distances to perform  a pickup, they are not always on stand by locally. Weather, traffic, and unforeseen circumstances are all factors when it comes to long distance moving.

  Regrading the damaged furniture, it appears that the customer did reach out to the customer service department. The claims forms need to be filled out and pictures provided to file a claim. Sending pictured to us is helpful, however, we are not an insurance company and do not handle claims. If the customer needs assistance in filing a claim, we would be more then happy to advocate on their behalf and make sure the claim is filed properly. 

  -One Source Van Lines

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21130237
  
  I am rejecting this response because:

  Several spelling errors in response ... The movers DID NOT come during the one day window, and they DID NOT come on time the following day. 

  I have been working with Cosmos Transport to file a claim. I've called One Source Van Lines since this has happened and they haven't even picked up my call. I also left a message for the supervisor ****, she did not return my call either. This company does not care about the horrible experience I've been through. They have not made an effort to remedy what's gone wrong. 

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

• Initial Complaint

  Date:01/11/2024

  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.

  We were quoted a moving cost of $3500 for a move from ** to ********. We paid a deposit of $1200 on December 26 2023. On January 4, **** the movers showed up and demanded $1388 more and an explanation that we could have to pay more as determined by the warehouse. We did not add any additional items and all of our items are "regular size") not bulky as customer service representative ******************* stated. I can provide pictures of our furniture if needed. We could not afford an extra $1388 when the contract clearly states we would have to pay $3500 for the items( again. All items in the inventory list are accurate and correct.) They refuse to refund the $1200 deposit (or even part of it) despite the fact they did no work and didn't touch any of our items. They claimed the $1200 was for administration fees and to the drivers. They never stated they are a moving broker. The booking agent claimed they are a moving company. The first agent I talked to (******) turned her phone off so we can't reach her. The billing department can't be reached at all. Once I researched **************************************************** in ******* I found their company address is an apartment building and a private residence. This company operates as a bait and switch company that frauds hard working consumers.

  Business Response

  Date: 01/12/2024

  Hello,

  We set this move up based on the description of the items that the customer provided to us. In the contract it states that its the customer responsibility to provide us an accurate description of the items being moved. When the movers arrived on-site they did a walk through in informed the customers they have more cubic feet that what was originally estimated. They did not demand anything, they simply inform the customer to move all of these items, we will have to revise the estimate. When customer service was made aware of the situation they got involved with the carrier and tried to negotiate the cost. They were able to work with the carrier and get the cost down some for them. Please see direct note from file-

   

  Spoke to cx 3 times last night all his furniture is not standard size, also has more boxes does not want to remove anything other than a dresser carrier waived all the packing and total increase was solely on space which was $1386 for roughly 300CFT more cx trying to make a deal for everything and pay $450 to $500 more only, told him sadly we are too far apart, i repeatedly told him he can load what he quoted for if need be and he keeps trying to say ******* states only the beds would fit in that space told him no way possible that`s the case and i think he is confusing what he was told because if only the beds take up 600CFT how can everything else fit in the additional 300cft they are quoting him for. CX spoke to wife and wants to cancel

   

  Husband admitted to us that his wife was being dishonest and he was the best one to deal with moving forward.

   

  Later the customer sent the movers away. In the paperwork, unfortunately,  it states this is a forfeiture of the deposit. We could have moved the original amount of space but unfortunately the customer wanted to move move cf. and items for the original price and this was just something we could not do. 

  We do apologize.

   

  -One Source Van Lines

• Initial Complaint

  Date:11/25/2023

  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 hired **************************************************** to move from MT to **, told them I had a newborn *********** and was given a pickup window and estimate. I ended up selling large furniture items prior to cut costs & they actually increased the estimate after and I had no choice but to pay as it was last minute. They never told me a 3rd party was hired to do the ************ show up on time leaving us to sit around 12 hours and sleep on the floor. **************** phone ********************** take a message and dont relay it, you dont get a response. Our items finally got picked up with a delivery of 11/4. My bf went down to ****** stayed behind 2 weeks and STILL no delivery. No one to get ahold of either for weeks + zero communication despite reaching out tons of times. I arrived and been sleeping on an air mattress for 2 weeks and finally got a loading date. No updates but no one contacted us for loading. Was then told they were unable to load & given another date. Last night I got an email finally out items are in transit with balance of $1002. Tonight get a text from a driver saying we have to give them $3900 extra which I sent the contract that I owe $1002 and was threatened they refuse to drop off our items. They then said, fine itll be $1700 (again for no reason) so theyre clearly making up charges. We were told this weekend and now theyre saying Tuesday but refusing to have a manager contact us and holding our items hostage.

  Business Response

  Date: 11/27/2023

  Hello,

  We are sorry to see this type of complaint as we always have our customer best interest in kind when dealing with long distance moving. Our agreements do clearly state that we are a broker in a few different places. The majority of the industry would broker out this sized job going to MT. When dealing with our pricing process, customers are in full control of the cost of their move. In this case it does appear that cubic feet was added during the ** call in the cost did slightly increase. This only happened because the customer added items. 

  When reviewing the file there are detailed notes throughout the course of this process. After contacting the carrier this was a misunderstanding as to the delivery balance as the driver said the full pickup and drop of balance by accident. The only reason the cost is move at the pickup is because the semi cannot make it to the location and the carrier will have to use a shuttle truck. On the first page of our contract these matters are stated, in this case it seems to be due to a bridge. We can assure people that the movers do not want to have to unload into  another truck and then deliver, this is tough work and time consuming. 

  If customer has any further questions they can reach out to the customer service department as they are available until 6pm EST, after that we do have a 3rd party answering service, however their capabilities are limited. 

   

  -One Source Van Lines

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20916172
  
  I am rejecting this response because:

  I received my items today and I had multiple broken and damaged pieces of furniture, missing belongings and I received boxes that dont even belong to me. In one of the boxes, there was a gun and a personal checkbook so I called the phone # on the checks and the man stated he was also asked 3 days prior to pay more (not a misunderstanding) or they would refuse to deliver his items. Funny how they did the same to me but when I came with receipts they tried to brush it off as a misunderstanding and add on an extra $600 when shuttle service wasnt needed, then the driver stated it was actually for weight restrictions per semi driver which made no sense either. 
  The fact of the matter is I trusted this company after having a brand new baby and moving cross country with two other kids and a family to take care of my things and not only have they damaged furniture, items, boxes, and I have missing items and boxes, they wont take accountability for it or reimburse in any way. I filed claims today for the broken and missing items. It seems odd to me others are having the exact same issue and being asked to pay more fees and being scammed as well. I hope my items were not left with someone else like I have received someone elses belongings. 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 11/29/2023

  Thank you for notifying us of the matter as to mismatched items in you delivery. We will notify the carrier regarding the discrepancy and see that it is rectified as soon as possible. Claims forms have been sent out, please follow the instructions to file a claim with the insurance carrier. Attaching pictures is always helpful for the underwriter. We will see that the carrier reaches out to you regarding the missing items as well. We do apologize for the inconvenience this may have caused you. This was a reputable carrier that was dispatched to your move. Unfortunately, things do happen and we are all human in the industry. If further assistance is need, please reach out to the customer service department.

   

  -One Source Van Lines

• Initial Complaint

  Date:11/25/2023

  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.

  From the very beginningI shouldve known better. Contracted One Source Van Lines for my move from a storage unit in ******* to house in ****. Repeatedly told the broker it was a 10x20 storage and it was FULL! He asked what the heaviest thing was and I told him 2 king size memory foam mattresses and a front load washer and a roll away tool chest, are the heaviest. He gives me a quote of about $4,000. This broker contracted Crystal ****** to do the move. When the driver showed up on move day, he didnt have room on the truck for my stuff. They based it off the heaviest items as opposed to the FULL 10x20 storage unit. My costs went up to $9,700. There were so many options cheaper than that, but they were there. My dad was there to help, because I was working in Iowa. So, I paid it just to get it over with. Ended up strapping my mattresses on the outside of the truck and I still had to go back and get a bunch of stuff that wouldnt fit on the truckand it still cost me $9,700. They loaded my truck on Thursdaydrive on Fridaydelivered on Saturday. Once I was unpacking, I realized I was missing some things. One thing was PS4 with games, controllers and headphones. Nearly $900 worth. I asked a friend to see when I was online last and it was Fridaywhen my stuff was supposed to be on the truck. I contacted the storage facility and obtained the video of the local help that the van lines hired STEALING MY STUFF! Its plain to see! I have contacted One Source Van Lines and they said it would go through Crystal ******. They said they would contact ******* and they would call you within 15 minutes about this! That was a month ago. No one called. They got their money and they washed their hands of the matter. My contract was not with Crystal ******. My contract was with One Source Van Lines. I never signed anything with Crystal ******. This shouldve been handled by One Source. They could deal with *******. **************** is non existent with this company.

  Business Response

  Date: 11/27/2023

  Hello,

  We are sorry to hear the customer feels this was a bad experience. We and just about every mover is going to go by Cubic feet or weight. This means you are going to pay for what you move. We are not going to go by the size of the unit but the cf as this stands more true.

  Please see direct note from file which is a text thread with the customer-

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

  **************
  3:00 PM
  So they just told me it`s goi g to be an additional $8,240.00 because a 10x20 storage unit is ***** cubic feet...not the 641 cubic feet on the contract.
  
  **************
  3:27 PM
  And his truck is half full with someone else`s stuff. My stuff probably won`t all fit.

   

  Later, One Source Got involved and advocated on the customer behalf with the carrier. See better understanding and result below.

  (This revised price was still lower then Allied's)

  08/17/2023 04:10:53 pm / The move went UP A TOTAL OF ***** cf. CX needed to pay the carrier. The total move went up around 5k.  Cx got a few other quotes for $8500 and one for 12k with Allied. He went with OSVL because it was half the price of everyone else. Come to find out the true revised price is within all the other quotes. Carrier and One source agreed to compensate $200 each. Told Cx we will send a reso email for $200 for the Cx. Cx accepted the deal and is all set.

  Our customer service team is working to find out about the missing items with the carrier that was on-site. We will do our best to ensure this matter is rectified and the customer is made whole.

   

  -One Source Van Lines

   

• Initial Complaint

  Date:10/28/2023

  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.

  The broker, *********************** was deceptive and provided false information about multiple aspects of the sale. He filled out paperwork checking boxes BEFORE asking me to sign. These boxes were ones that I should have had options on. One specific part I noticed was a waiver, I asked him about it and he explained and I said well I didn't waive that I actually want that, so then he had to redraw the contract and schedule a remote inventory call. He also pre-selected my insurance when I stated I wanted $10,000 in coverage. What he selected was .60 per pound NOT what I asked for and the movers ended up damaging items which is when I found out. This contradicted what I said I wanted and also was not consistent with him telling me nothing regarding weight was necessary. He also lied about delivery timing which almost caused me to start my job late. I specifically chose the company due to timing and he told me 2-3 days but when movers loaded up my truck they required me to sign a document that said 10 days. I had to mark on the paper what I was verbally told because they would not leave until I signed. **** is a deceptive broker using unlawful practices to gain sales.

  Business Response

  Date: 10/30/2023

  Hello,

  When an over the phone estimate is provided, the moving coordinator would select that the virtual estimate was waived in order the send out the agreement. Outside of this selection, moving coordinators do not have the option to check off or pre-select options that the customer would normally chose. Every move comes with 10k standard liability @ .60 per pound. Coverage outside of this would be additional or purchased through  a 3rd party provider. This was also an option to sign off on when the movers had the customer sign the paperwork. We would ask why the additional coverage was not purchased at this time instead of using the coordinator as a way to obtain it after the fact. The coordinator mentioned has been with us for a number of years and works very hard to provide excellent service to customer in need of moving services. We deeply apologize if this was confused with incompetence as he would never put someone's move in jeopardy in order to earn  a sale. This tactic does not incentive this coordinators as they are paid salary and a bonus at the end of month based on the end result of the moves they book. 

  If any further assistance is needed, please reach out to our customer service department and they will do all the can to assist the matter.

  -One Source Van Lines

• Initial Complaint

  Date:10/12/2023

  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 was planning a move from **************, ** to **********. I found a ****** listing for a company that looked to be a local company called Spokanes Best Movers or something of the sort. They had hundreds of five-star ****** Reviews. (Obviously fake reviews in hindsight.)That company actually turned out to be One Source Van Lines posing as a local business. (That ****** business listing has since disappeared off the internet. What a surprise.) I was given a quote quickly by a fast-talking salesman who emailed me a contract to sign. He told me to hurry up and sign and send the deposit, as I was lucky to be getting a spot in such a short time before my move and I was at risk of someone else taking my spot. I didnt have time to read through the contract. I did see One Source Van Lines on the top of their contract however, so when I asked about that, I was told that they are the company we rent our vans from or something along those lines. The salesman sold me, word-for-word, that he was going to be my moving team lead, that the vans were his, and that he would be there for the move. So I gave them a deposit. Soon after the call and after reading more into the company, I realized everything I was told was a lie, so I called back to cancel (after only about ***** minutes) but was told that I would not be getting a deposit back. No services of any kind were rendered, no investment was made by the company in my order. They literally make their money by scamming people out of deposits, it looks like, judging by reviews (real reviews) that ive read, including reviews of other companies owned by the same individual.I was scammed by a moving broker posing as a local moving company.

  Business Response

  Date: 10/12/2023

  Hello,

  ***** booked a last minute move with us which was within 7 days of the pickup date. Our contract that he signed and agree to states that moves booked within 7 days of the first available pickup date are non-refundable. This policy is in place being that the job has to be dispatched to the carrier directly after booking. When ***** was being quoted prior to presenting the price, we had to contact a carrier to confirm they could handle the job. Therefore the job was dispatched and funds were dispersed into the route. This is why the terms of our contract are the way they are.

  Later, ***** started looking at reviews and claimed that he saw a ton of poor reviews on ******* Our team did our best to explain to him we do not have a ****** page and he is looking at a Company based out of ** with the same name "One Source Moving". We are One Source van Lines LLC and have a very positive reputation on here with the BBB and other platforms. 

  We are not to sure why the customer felt the moving coordinator would be the one performing the move. maybe he confused the fact that he would be involved in the move for the duration but not the actual mover.

  Finally, Customer called for a late minute move, we were able to perform the move and dispatched it. They attempted to cancel outside of the window, which was longer then 15min from booking for the record. Our contract states that we are to locate and dispatch  a carrier that is up to date with the requirements set forth by the **** this was completed. We are an honest and hard working company, we do not use loading boards and send out random movers to handle our moves. Our company is full of hard working American folks that are doing their best to ensure families have a positive experience with us and receive the quality of service they need to relocate. 

   

  -One Source Van Lines

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20729985
  
  I am rejecting this response because:
  
  Later, ***** started looking at reviews and claimed that he saw a ton of poor reviews on ******* Our team did our best to explain to him we do not have a ****** page and he is looking at a Company based out of TX with the same name "One Source Moving". We are One Source van Lines LLC

  That is a blatant lie. There are numerous reviews and threads in forums online about your shady company. The company DOES have numerous ****** pages, as they pose as local moving companies in markets across the US. I have never heard of a ** company called One Source Moving, nor was there any confusion on my end in terms of reading reviews, so that paragraph is a flat-out lie.

  I did not feel that One Source Van Lines moving coordinator (saleman) was going to be physically present doing the move, I was TOLD that he was the team lead and that he was going to be there. I was also told the company was a local loving company.

  One Source Van Lines are a shady moving broker that pose as local moving companies and theyre run by career conmen. There are no legitimate positive reviews online about this group, only negative. Scammers.

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

  Business Response

  Date: 10/16/2023

  Hello,

  With all due respect, we are able to go back and forth with a customer through the ********************. The accusations made towards One Source Van Lines are simple opinion based. Fact remains the customer got online and read bad moving reviews in general as stated to our customer service department. had concerns about the pickup and drop off windows and wanted to cancel outside of the cancellation timeframe. He later charged back with his bank. Normally, in these cases one would think the consumer got their money back. However, if the matter is now on going with the BBB involved we would imagine the customers bank rewarded the funds to One Source Van Lines after review of the contractual agreement. 

  We are deeply sorry the move has come to this point. We had nothing but the best intentions for this customer move. Everything was scheduled and ready to go only for them to cancel after the move was dispatched to one of our carriers. At this time the move is deemed nonrefundable. If the customer would like to use the credit towards another move, we would be happy to do so. We are able to provide a carrier as long as we have a 7 day notice.

  Good day,

  -One Source Van Lines

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20729985
  
  I am rejecting this response because:

  I cancelled my move a mere ***** minutes after paying a deposit, due to bad reviews of this company and moving brokers in general, as well as due to the fact that it became apparent that I was told numerous blatant lies by a salesperson, including being led to believe that I was working with a local moving company.

  From the salesperson, to the predatory (and deliberately unclear) cancellation policy, to the threatening and hostile customer retention (or whatever she is) rep, the experience with this company was highly unprofessional. Thats not surprising after reading about the owner **** and his other scam company ventures.

  Ill be going out of my way to warn others of this scam company.

   

   

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