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: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,
  
  *********************

• Initial Complaint

  Date:09/07/2023

  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.

  Insurance coverage purchased at the time of the execution of the moving contract with One Source Van Lines. Once One Source is contracted the outsource the move and do not follow through with protecting your property. The freight forwarder that picked up the move charged additional monies for the pickup and did not send enough personnel to load the freight/furniture. In return most of my furniture was ruined to the point of unusable/unsellable. Worst Move I ever experienced. Would not recommend.

  Business Response

  Date: 09/08/2023

  Hello,

  When the customer reserved their move they went with the minimum coverage that we are required to provide which is 10k standard liability @ .60 per pound. No additional coverage/full value protection was purchased. When the movers arrived they learned they could not get within 75 feet of the pickup location. As stated in the customer agreement, this does constitute a long carry fee. This was also gone over verbally directly after booking during the verification call. These additional funds to carry heavy furniture outside of 75 feet until they hit the front door goes directly to the movers for additional work. We as the moving broker do not benefit from these situations. Moving is hard work, carrying a triple dresser over 75ft until you get to the front door is back breaking and we would hope that consumers can understand where we are coming from. This is why we hire movers in the first place. 

  If customer needs further assistance with the claims process, our customer service team would be happy to assist in the matter. We do apologize for any inconveniences that *** have occurred during the moving process with us. 

   

  Thank you,

  -One Source Van Lines

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20570500
  
  I am rejecting this response because:  One Source was contacted as the moving company and paid the amount contracted.  I realize that the insurance purchased at the time was the suggested coverage by the selling agent from One Source.   Upon contracting with One Source I was told that a freight forwarding company would pick up my belongings within a 3 day window.  At no time did I receive confirmation that a truck would arrive in that 3 days until 1 pm on the 3rd day.   In fact, the driver of the moving company said he received the job at 11 that morning.  That is another issue.
  

  Once the truck showed up, only 2 loaders were available to pick up the furniture.  Not only was there not enough time to load, there was definitely lack of man power.  In return,  my furniture was rolled, dragged and thrown into the truck.  My  expensive mahogany table was rolled on the concrete and damaged beyond repair.  The indication that the truck was more than 75 feet is not the case.   The truck was pulled up to the garage and they basically had to walk out the front door and place the furniture in the truck.

  The entire move was a nightmare, stay clear of this moving company.  Once they receive their money you are left with no recourse.  Your name is place on a board and whoever picks it up ( no screening) you are left with.  Not to mention the additional costs added to the move.  Stay Clear!  Bate and Switch.  

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

  Business Response

  Date: 09/11/2023

  Hello,

  At no time do we use a loading board to find carrier. We have been in this industry for a number of years and have network carrier that we work with on a constant basis. These are the same carriers that have produced positive reviews for our company. Nonetheless, our job was to locate and dispatch a carrier to the job. Broken items would result in an insurance claim not come after the moving broker. 

  -One Source Van Lines

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20570500
  
  I am rejecting this response because: I did file an insurance claim and they wanted to resolve it for $75.  What a joke.  When contracting with you (One Source) the agent suggested the standard insurance option, which I chose.  Upon receiving my furnishings the driver pointed out the damages and indicated they where damaged prior to his pickup in the yard.  
  

  If you have received positive feedback in prior moves, something definitely went wrong here.  Rolling a table on its side, stacking appliances, not wrapping and protecting chairs. It is your responsibility as a moving company to hire the responsible parties to pick up and deliver said furnishings and goods.  I hired you, I did not pick the carrier who picked up my furnishings.  That responsibility is in your court.

  In the end, you are the responsible party.  

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

• Initial Complaint

  Date:08/30/2023

  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 booked a move with One Source Van Lines LLC in July of 2023. I was going to place a move with another moving company, however, the One Source Van Lines LLC (OSVL) agent stated that the other company would make me pay more on the date of pickup and delivery, and that OSVL would not charge me anything additional as long as I kept my items the same and that they are very prompt with delivery. The official total of the move on the contract to *****, ***** $2362.59. With being told that news, I decided to book with OSVL and they took two deposits of $481.29 out of my account, one on July 11th and the next on July 24th which would be deducted from the total. I stated that I wanted my items picked up by July 28th and my official move out date was July 31st. The week of the move was a total disaster. Due to them missing drivers, my pickup date got switched more than once. On the 28th, they informed me that it couldn't be picked up until July, 30th. On July 29th, two of their drivers contacted me stating that they needed to pick it up on JULY 29TH & that they would be at my house within the next hour. They switched their responses and said they couldn't do pickup on the 30th anymore but would do it July 31st which is what I DID NOT want to happen. On July 31st the delivery team arrived with the wrong type of truck. They came with a small trailer and said that I would need to pay an additional $742 to the amount that I already owed them that day. I immediately called the moving company to speak with the agent who created my original invoice and was transferred to a manager. I told the manager that it was bad business practices and that I was lied to , and should NOT have to pay almost an additional $1,000. The manager mocked me and said "$742 isn't even close to $1000". They refused to refund my full amount although they NEVER picked up my items and I had to cancel my entire move. They said they would have different people call me and have not for over a MONTH.

  Business Response

  Date: 08/31/2023

  Hello,

  When this move was originally booked with us the contract had a 3 day pickup window of 7/28-7/30. ******* attempted to pickup on the 29th and the customer was not yet ready. They then had to reschedule for the 31st. When the carrier arrived, customer had move stuff to move. They said they would be able to fit everything, however, this would revise the cost. Customer then sent the movers away. As stated in the contract, sending the moving away is considered a forfeiture of the deposit.  It costs us money as a company tov get  a truck and crew to a location only for the customer to send them away. 

  When reviewing the notes on the file, customer spoke with multiple customer service reps who were involved when needed. Instead of allowing us the opportunity to advocate with the carrier on their behalf to find common ground or maybe revise back to the original amount of space, they simple just sent them away. 

  Later, they attempted to notify their bank only to find out that services were indeed rendered based on the signed agreement. This has now brought the matter to the BBB.

  Finally, if the customer has the original amount of space to be moved that was listed on the inventory list when the movers got there, the cost would never have changed. Our job was to locate and dispatch a licensed carrier to the move, this was completed. We cannot control the fact that the customer made a conscious decision to send the movers away and forfeit their deposit. 

   

  -One Source Van Lines

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20546142
  
  I am rejecting this response because: my date was changed MULTIPLE TIMES! The original date was not the 29th. And that is a fact. Your agents said that the delivery drivers were short which is why mine was changed. I stated numerous times that I did not want the 31st. Your customer service was horrific and ALL of my items were ready for the movers. They brought the wrong truck. I had the exact items that were on the invoice made by your agents and the movers even agreed with me. They KNEW that everything was not going to be able to fit. In fact, they even told me that this was a common issue with your business. The billing department was no help as they said they would not refund the full amount. I was told to check with my bank. I called days and days after and you all would not answer my calls. Your customer service agents even told me that I wasnt allowed to speak with another manager because they would lose their job. I still would like my money refunded, this was a poor job by your business and looking at other reviews now makes me realize that I wasnt the only one with this issue.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/31/2023

  Hello,

  With all due respect we are not sure where the customer is coming up with what they are claiming. We almost feel as if they are attempting to inflate and fabricate the matter to get  a rise out of the reader/public.

  We are going to attach the signed contract by the customer which states the pickup window. One can also find in the terms that we do not guarantee pickup or delivery dates due to unforeseen circumstances. This is why we ask for a pickup "window".

  We did our best to accommodate this move for the customer. The customer agreed to the terms of our service when signing the agreement. We also went over the details verbally directly after booking during the verification call which they agreed to our terms as well.

  Please see the attached.

  -One Source Van Lines

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20546142
  
  I am rejecting this response because: In fact, you all do know what I am referring to. No need to attach the contract as I already did! You went outside of the contract window and literally kept changing my pickup date before then. Because I was told that you were short drivers. The delivery team literally brought a small trailer and even confirmed that I had the correct items. Your customer service agent literally told me that I could not speak with another manager because they didn't want to lose my job. I have called EVERY WEEK since this happened and I keep being told that billing was going to contact me. No one even apologized for the inconveniences this caused. I would like my money back as stated before. It is not fair. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/31/2023

  I have a video of the driver telling me that OSVL did my quote incorrectly. It has time stamps and everything. Where should I send this to and what email please?

  Business Response

  Date: 08/31/2023

  It is the customers responsibility to provide us with an accurate description of the items being moved. If the inventory was not correct, why did the customer fail to notify us as such? Customer's only pay for what they move, if you have less stuff, the cost comes down. if you have more items, the cost increases at the rate per cf. 

  One Source Van Lines has attached the contract signed by the customer. We would ask that the ******************** please review the terms of the contract and reevaluate the customer's accusations.

  We have no further information to provide at this time. 

  -One Source Van Lines

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20546142
  
  I am rejecting this response because: I actually had less items than was actually listed on the paper. I sent an email to the BBB of the video of your driver stating that the I actually had less items then was actually listed on the paper. I sent an email to the BBB of the video of your driver, stating that the quote was still done incorrectly. The quote was done incorrectly by your business in order to get more money as some of your other reviews online seem to say the same thing. Im rejecting this response and I still would like my money back. From the tone of your last message that you sent from the first one it seems like you do know what I was referring to although you said you did not. I literally have video proof of your drivers stating that you are did the incorrectly and I called you the exact day that this happened. I would just like my money back. I showed you the proof of your driver even saying that. I am not understanding while a business of your stature cannot except responsibility and take care of a customer who did nothing wrong. Even your own driver agreed as it is shown in video evidence with the exact timestamp. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/01/2023

  Hello,

  Again, customer are responsible for providing an accurate discerption of the items to be moved. They missed the first pick up window. Carriers bring out a truck that has adequate space for the required cf. Claiming that they have a video saying the driver agreed the estimator did the inventory wrong is irrelevant as the customer has the same responsibility.

  On the contract, just waived the right for an on-site estimate and did their estimate over the phone. Therefore they are responsible for providing an accurate description of the items being moved. When signing the agreement, if the inventory was not accurately listed, they should have brought it to their moving coordinators attention and made the adjustments. A mover is not going to pay for additional items to be moved. Customer have to pay for what they move. Nothing more, nothing less. This goes for all movers. 

  As previously mentioned to the customer, this job is deemed non-refundable. Bringing the matter to the BBB will not help the matter. We do not participate in the BBB as this is a paid for profit organization. 

  This will be One Source van Lines final response as we have closed the case on our end.

  Good day,

  -One Source Van Lines

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20546142
  
  I am rejecting this response because:
  You all are very unprofessional. No Im not closing this case. I sent the video to the BBB and I can send the video to you and whoever else I need to send it to. As a BUSINESS saying that what I sent is irrelevant and highly unprofessional and furthers my point about how your business operates. The quote was done incorrectly as far as square feet even though I had less items then was actually on the CONTRACT. It shouldnt have cost anything extra AT ALL. And you still came OUTSIDE OF THE WINDOW! I called for a month with no answer and bad customer service that wouldnt allow me to speak with a manager. I want my money back.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/01/2023

  Also I DID NOT miss the pickup window! Your drivers called me and rescheduled because the drivers were SHORT!!!!

• Initial Complaint

  Date:07/28/2023

  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.

  I used one source van lines one year ago and was a returning customer. This process has been nothing but h*** I was told my belongings would be delivered August 1st. I was then informed my belongings would be placed on a truck for shipment STARTING august 1st and my belongings would not arrive up until August 22nd this was not indicated in their contractual agreement. When I informed the company that I could not go a full month without my belongings I was told there was nothing they could do for me. I was then asked to sign a long distance form which indicated my things could take upward of now 30 business days and they would be charging me for every flight of stair despite already being quoted for this fee. Moving across the country is an incredible stressful experience let alone doing it as a young adult. This company does nothing but take advantage of others and fails to inform you of important details regarding their services. God only knows when I will be getting my belongings now and I can not stress this enough to never use this company for their services.

  Business Response

  Date: 07/31/2023

  Hello,

  We are sorry to hear there was a misunderstanding as to how to **** works (First Available Delivery Date).

  Being that ***** was a return customer, we'd imagine the first move went well and driver her back to us. We would also question, if the customer moved with us previously, we would think they would already understand how the **** works. When the movers pickup the goods, they ask the customer what is your first available delivery date? This is the date that the movers would start to schedule the delivery and the spread that was given per mileage. In this case the customer was picked up one 7/14, they signed the **** for 8/1. This means that the goods were picked up and brought back to the warehouse until 8/1 when they will start the delivery spread. Now, legally on any move no matter the distance, the movers have up to 30 days to deliver. However, 95% of moves do not take this long, even the ones going across the country that are only a studio apt sized move. 

  As this can be confusing for some customers, we do our best to ensure the **** is explained properly and there are no misunderstandings. To do so, we send out an email prior to the pickup discussing customer responsibilities which goes over the matter. Furthermore, directly after booking, every customer goes through a verification call and the **** is gone over verbally. 

  If a customer is looking for direct delivery, they need to list asap for the **** or next day, this allows the delivery spread to start immediately. This is standard practices for all moving companies unless a full truck is reserved and the move is a dedicated route. 

  Finally, we do apologize for the inconvenience, we are only going off of the paperwork that the customer requested. We are not here to make the move more stressful than need be. When it comes to the stair fee, as stated in the contract the 1st flight is on us, the rest are ***** per flight of stairs. Carrying heavy furniture up and down stairs is very challenging hard work, all moving companies have this as an addition charge. 

  If further assistance is needed, or if the customer would like us to advocate on their behalf with the carrier, we'd be happy to do so. We've also gone ahead and spoke with the carrier to speed up the delivery process the best we all can. We hope the customer can understand where we are coming from as a company. When handling long distance moving there are multiple moves on every route, there is a logistical system that takes place, and we plan all delivery based on the **** that customer list of their paperwork. 

   

  Kind regards,

  -One Source Van Lines

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20391792
  
  I am rejecting this response because:

  Legally, material terms to a contract cannot be agreed upon verbally. Expressing what an FADD is needs to be included as a written condition within the contract. Any contract involving a purchase/service of more than $500.00 must be signed by BOTH parties. (1) The contract you provided does not indicate or provide an explanation of the 21 allotted days for an FADD. (2) This contract was only signed by myself the customer and not the merchant ************************
  

  Thus making this contract voided should one pursue legal remedy. 
  

  Furthermore, my items were picked up on the 12th of July. You have had 30 plus days to arrange a carrier/dispatcher within a timely manner. 

  Pursuant to civil common law there is substantive unconscionability in this contract: legally defined as the terms of this contract are overly-harsh or one-sided.
  

  Loading ones belongings onto a truck THE *** OF their move-in date only benefits your company (One Source) and puts the customer (myself) in a position of hardship. I could continue to point out various ways in which this contract should be voided, however, all I am asking is that my belongings are expedited and delivered promptly. 

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

  Business Response

  Date: 08/02/2023

  Hello,

  We have spoken with the customer numerous times as to the status and the long carry form that was just recently signed. We have no control over the transit time. This is based on the carrier and tariff's that were approved by the ********** of *************** When the goods were picked up, customers have the option to choose from economy or expedited delivery. This should have been done at the time of the pickup. However, the expedited deliveries do come at an additional cost. Our contract is standard for most movers and was created by a transport attorney. We are sorry if the customer has their own opinion's on its verbiage. We do our best to be an open book from the contracts to verbally verifying the job directly after booking. Likewise, we understand the customer, like most, want their goods asap. Furthermore, we are here to advocate on their behalf with the carrier to see this takes place. 

   

  Good day,

  -One Source Van Lines

• Initial Complaint

  Date:07/24/2023

  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 had reached out to this company for a state to state move for my daughter from ******* to ******** and was given a rate of approximately $2900 after verifying all the articles/furniture with the measurements, etc. We were notified that the movers would be there at 1 p.m. on June 28th and they actually ended up coming at 5, which we thought was ok but they said that it would be $750 more, so I reached out to the sales person who gave us the quote and he said that he will find out and get back and since we needed to get everything to be removed, we signed off on it with the thinking that it will be resolved by the company. The movers were in such a rush when they came to pack/pickup that we all had to drop everything and help them pack when they were supposed to get everything packed and taken. We were supposed to receive everything in ******** on the 2nd of July, but we didnt get it until July 14th after making multiple calls and each time we called, they kept changing the delivery date. When the movers finally came to deliver, they asked for $250 on top of everything else because they said that theyd need more people to help. These were 2 different moving companies asking for more money each time to be sent to them directly via Zelle. When I called one source van lines, they said that they werent notified about the extra money and that theres nothing they can do. The delivery was horrible because theres chipped paint all through the room because they scratched the wall with the furniture. They broke a leg on my bed with missing screws. They also broke a shelf in my table. Since one source can lines was so unhelpful that I didnt even call them to inform them about how terrible the delivery was.

  Business Response

  Date: 07/25/2023

  Hello, 

  we are sorry to hear the customer feels they did not have a good experience with the move. We had them scheduled to be picked up on 6/29 and provided a full packing service for their move. We are not sure where they are getting drop off by 7/2 as we and all movers cannot guarantee delivery dates. Moreover, this route was going 793 miles, and we cannot go straight through with 286cf on a truck that holds 3900cf. 

  Our contract states that customer should bring matters to us prior to taking action to harm our companies' reputation. For some reason, the customer signed the paperwork at pickup and did not notify us of changes. We were never given the opportunity to advocate on their behalf with the carrier if there were mishaps.  That being said, if they signed the paperwork and agreed to its terms, yes the carrier would be looking to collect on what was signed off on. 

  If there were broken or damaged items during the transit, we would be happy to assist with filing an insurance claim. If this assistance is still needed, please reach out to our customer service team, and they'll be sure to assist in making the customer whole. We are always here to ensure moves go well, as most of our moves do. All we ask is that the customer communicates with us as to arising matters, so we can do our part to make them right with the carrier.

  Thank you kindly,

  -One Source van Lines