Complaints

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

• Initial Complaint

  Date:10/12/2023

  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

• Initial Complaint

  Date:07/23/2023

  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 inquired with OneSource June 5, 2023. I needed to move from *********, ** to ***************, ** and I had about a month gap in between. They picked up my stuff in ********* mid june for my move in date to be July 14. I spoke with ********************* told me he was going to be my point of contact should I need anything at all throughout the entire move. He even told me he would physically be there the day of my move (July 14, 2023) and he would help my brother move to *************** from ********* as side work. No where did he mentioned they would broker a company to come pick up my things. I still dont have my things. I understand in the contract it says they cant guarantee delivery date thats fine. Im mad because **************** LIED to me. He told me that they will take my things from *********, ** and they will be in a storage unit in **********, ** so that it is close to *************** for my move in. I call 2 days prior to my move in and im told that my things are still in a storage unit in ************** and I wont have an update as to when Im getting my things until the Monday after I move into my apartment. Why are my things in ************** still? On the first page of my contract it says they are bringing my stuff to TBD Storage in **********, **. See how that can be misleading? ******* has continuously given me misleading information and I for one do not want to give another cent to this money hungry company.

  Business Response

  Date: 07/24/2023

  Hello,

  We are sorry to see you are displeased with the services provided. It appears the dispatch team had to pivot on this route as changes were made on other moves involved on the route. In most cases we do store the items on the pickup side, However being that our main hub is in ** we do store down here as well. We are sorry if an expectation was set, then not met. As to the local move, We do have a lot of local companies that we work with down here, we would assume this is what ******* was referring to when mentioning helping on the local portion of the move. 

  The moving coordinators are available to advocate on the customer behalf, however the guys can be extremely busy during the moving season we are currently in. We always recommend that customer service be the main point of contact after the booking, as this is their job. 

  If any further assistance is needed whatsoever, please reach out to our customer service department during normal business hours. 

  Customer service-

  ************ 

  -One Source Van Lines

• Initial Complaint

  Date:07/17/2023

  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.

  My things were picked up on May 3, 2023. I was told that my things would be delivered in two weeks. It is now July 17, 2023 and I have tried several times to get my things delivered. I have reached out to dispatchers and **************************************************** to help get this issue resolved. Week after week, ** told that my things would be delivered the following week! People from **************************************************** tell me theyll call me back for an update on specific days, only for me to not hear anything. Even when I call personal numbers, they ignore my calls. I have no idea where my things are, if the warehouse is temperature controlled or if they have been stolen!!! Its going on 3 months and my things still have not been delivered.

  Business Response

  Date: 07/18/2023

  Hello,

  Based on the file, it appears we communicated with the customer yesterday (7/17) around 5pm EST. Spoke with the carrier, and they have loaded the items and are in route. Driver said he was contacting the customer. 

  -********************

• Initial Complaint

  Date:06/26/2023

  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.

  We booked their services in good faith on the 13th of June. We had an extensive in take call with an agent named ******* to whom we described in detail the exact articles, size of the house and storage unit we were moving. Based on that ******* generated a quote of $4895.82. ******* called me multiple times ******* me into locking in this price and handing over a cash deposit. He also gave the impression the movers were part of their company butfrom the research I have done it appears they use third party movers.On thu we received a call from a rather rude and unprofessional gentleman by the name of ****. He was incredibly aggressive and condescending . **** was short in tone when he was going through the ********** then went on to tell us the move would cost close to ***** as ******* had quoted the wrong price. I told him we would not be paying that amount as it is triple the initial cost. When I asked him to cancel he became more aggressive telling me it wasn't a good idea and became rude. I told him many times that I wanted to cancel and he became pushy saying I would have no alternative option. I told him that was not his concern.I asked to be connected with ******* which he aggressively refused to do. He mispronounced my name despite me correcting him and then went on to say I am pretty sure no one gets it right. I wonder why he would make such an ignorant comment. Having done some research into moving scams I believe OneSource falls into that category. Reputable companies do not ask for cash deposits up front and nor do they quote significantly lower prices then try and hold the customer hostage later. ******* had been very pushy telling me I was getting a Feb rate that I needed to lock in immediately otherwise summer rates are ****. looks like we will not get our cash back. I do not even know who the moving company would be at this point. I only realised it was a Broker after I started digging deeper into them yesterday. They were not upfront about this.

  Business Response

  Date: 06/26/2023

  Hello,

  We believe this complaint has already been responded to through another case, this file just seems to have a different name for the writer, which we are unable to locate in our system. 

   

  Please advise and we'll address in any means necessary. 

  -One Source Van Lines

• Initial Complaint

  Date:06/20/2023

  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.

  Called moving company to schedule the move on 5/25/23, called customer support to cancel 5/26/23. According to the policy, the move could be cancelled within 72 hours of booking for a full refund of the deposit minus a 15% processing fee. Customer support advised me to put the move on hold and that I could cancel under the same terms should I wish in the future. I confirmed to put the move on hold. I called again on 5/27/23 to confirm the details with the customer support team and was told I would receive a call by the end of the day, which I did not. I was called the following day and they left a message. I called again on 5/31/23 and spoke to customer support whom said they would review the call. I was never called back. I called again on 6/19 and spoke to customer support whom was supposed to communicate to billing the refund, I was not called back. I called again 6/20/23 and was told that it doesn't matter what customer support said and advised me, they would not refund. They stole my deposit by guaranteeing a refund and they refusing to refund.

  Business Response

  Date: 06/21/2023

  Hello,

  Customer reserved a move to be picked up within 7 days. Our contract states that booking a move within 7 days of the 1st available pickup window is non-refundable. When these emergency type moves are booked, we have to dispatch them immediately. Funds are then dispersed into the route in order to solidify the truck and the crew for those dates. When the customer called in, they were offered to put the move on hold. They would not be able to receive an 85% refund, this was misunderstood. Since then, they have been informed of this by multiple representative in the customer service department. Customer threatened to come to the ******************** and other platforms. This does not change the fact that we have policies in place for a reason. Booking moves to get picked up asap, then turning around and cancelling on the mover puts them in a very tough situation. We hope the customer can understand where we are coming from, and we apologize if they misunderstood the matter and terms of the agreement. 

  -One Source Van Lines

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20210877
  
  I am rejecting this response because:

  When I called customer service, the move had not been scheduled. I had not received notification that the move was scheduled. The contract states cancellations are entitled to 85% refund if cancelled within 72 hours of booking. **************** told me I could cancel and it would be refunded, or I could put it on hold and I would be refunded in the future if I needed to cancel. Customer support mis-advised me to put it on hold. ******* confirmed had I cancelled when I spoke to the representative I would have been refunded, but since I put it on hold I would not be. I was tricked into putting the move on hold with the false pretense could be cancelled in the future. I contacted the BBB to resolve this issue and to warn future customers that customer support can lie and trick customers and you will not get your money back. 

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

  Business Response

  Date: 06/21/2023

  Hello,

  Seems the customer is failing to understand they were out of the cancellation window after they booked, being that the move was booked within 7 days of the pickup. This means the 72 hours cancellation policy is null and void on this move. We are not in business to trick or mislead anyone. We handle thousands of moves annually and have the upmost integrity for families moving. 

  We have no further information to provide for this case. Customer booked a move and is non-refundable. If they would like to use the credit towards another move, we would be happy to assist. 

   

  -One Source Van Lines

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20210877
  
  I am rejecting this response because:

  The business is changing their policies on a whim. The policy states an 85% refund within 72 hours. This was confirmed on the phone by 3 customer service representatives and the billing department. **************** advised a hold instead of cancel, to trick me into not cancelling. I have seen dozens of other reviews from customers in similar situations. They have all stated that customer service was deceitful and manipulative causing dozens of patrons to lose money.

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

• Initial Complaint

  Date:05/10/2023

  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.

  One Source did a visual inspection of my house to determine a price. 1/3 up front, 1/3 at load, 1/3 at unload. At no time did they indicate it was not a direct move. On May 4, 2 days before the move they called and I had now boxed everything that was unboxed at the time of the inspection. They said due to the revised box count, they increased the price by 50%, but DOUBLED the up front amount! So, all of the sudden the up front was GREATER than 1/3 of the move (**** up front on a move priced at ******) on move day, May 6, I questioned the look of the van to discover it was not a direct move. I tried to call the person who had worked with me, they did not return any of my calls or texts. So I sent the move team away indicating the move was cancelled. Since then they have refused to respond to my calls. Since they revised the contract 2 days before the move, I feel that the 72 hour no fault cancellation period in their contract should have begun on that date. Instead, they have over $4500 of my money, and won't talk to me. At least the cancellation fee should not include the funds they extorted out of me 2 days before the move.

  Business Response

  Date: 05/11/2023

  Hello,

  When reviewing this file it appears prior to the move the customer ad revision to make which would increase the size of the move. Our ******* Assurance agent went over the revision with the customer and provided a new price point for the customer. Later, the customer signed off on the new moving estimate, and we notified the carrier of the increase to ensure all parties were on the same page day of service. 

  Now, directly after the original time of booking, the customer went through a verification call to ensure all proper expectation were set by the coordinator and everyone was on the same page. They were confirming the pickup and drop off location, dates, customer responsibilities, movers responsibilities, and transit time frames. At no time did we ever state this would be a direct shot over to CA. The only time this takes place is when moves are shorter distances or full trucks are being utilized. 

  Come the day of service, there were no cost revisions on-site and everything was ready to go. For some reason, the customer felt the need to send the movers away due to the transit time, we believe. This does seem odd, being that the expectation was set prior to the movers even showing up. 

  In the contract, it clearly states, sending the movers away is considered a forfeiture of the deposit. At no time did we or would we extort money from customers. We simply revise in the event they have more or less items to be moved. In this case, there were indeed more items to be moved, and the price did have to increase. When customer increase the cost of their move, these additional funds do not go to use, they simply go to the movers for additional work, space occupied on the truck, material, and fuel surcharged.

  Finally, we have done our best to go over this with the customer and the daughter of the customer, we are here to move families the right way. However, in the event of 100's of cubic feet being added, we do have to revise the cost of the move. 

  Thank you,

  -One Source Van Lines