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: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

• Initial Complaint

  Date:05/10/2023

  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.

  One Source Van Lines was pushy, unprofessional, and unhelpful in their business. When asked to have extra time to review the cost I was told if I didnt accept it that second the price would go up. Moving company had 1 star ratings across the board. I brought this to their attention and was told it was like playing the lottery and sometimes things turn out good but sometimes bad too. I spent thousands of dollars for that?? I also tried to update my inventory list to be 100% accurate and the man who called me to confirm said he didnt want to update it because it was more paperwork and he just wanted to make sure they didnt need a semi truck. Then when the movers got there they said I used 500 cu ft vs 460 I was quoted because they never updated my inventory list. Thankfully it wasnt much more but still cost more. The moving company was very late and I couldnt get ahold of them and tried One Sources after hours customer service. Rang and rang and went to voicemail twice. When I brought this to their attention the customer service agent insinuated I didnt know how to use the phone properly and that my story was wishy-washy on calling them. My delivery sucked too the driver was late again and had only one other person. The mover yelled at me and my family, other residents, and my landlord. He blocked people from getting on the elevator and put items in front of other apt doors. He dragged my furniture items through the parking lot and also scratched many of my walls and broke my bed. The company also lost a piece of furniture too. When I called One Source after the fact the only thing they cared about was the after hours customer support not working. They offered no resolution or to even try and contact the moving company to address my missing item and many damages, or even the irate delivery mover. Id hesitate to use a broker in the future and I would caution others to NOT use One Source Van Lines for their move. In hindsight, I wish I had never used them.

  Business Response

  Date: 05/10/2023

  Hello,

  We are very sorry to hear you had a poor experience with the move. When reviewing our company online, we are 5 stars on review platforms and A here on the BBB. We are sure where the customer saw ****** rating. There is indeed another One Source out of ** which is not **.

  Our customer service team is available from 10am to 6pm EST. This is gone over with customers directly after booking and also in our emails that are sent out prior to the move, which is the rights and responsibilities email. Outside these times, customer will receive our after hours team. Like most companies, this is a 3rd party service that will email management in the event of an emergency. This team does not have the ability to address matters on-site. 

  When reviewing a file from ****************** it states the following-

  Qa done taking a few items off but adding a floor lamp and a couple more boxes... Told him this is coming out super close and could do minor onsite adjustments. Gave pickup payment options and let go. 

  When there are adjustments on-site as to adding items, this does influence the cost to increase. 

  Like most movers, we cannot guarantee pickup or delivery dates due to traffic, weather, or unforeseen circumstances. We can only provide windows. We are sorry if the driver was late for delivery. 

  If broken/damaged items were incurred, we will be happy to send out the claim's information, so the customer can file a claim with the insurance carrier. Furthermore, we have our dispatch manager digging deeper to verify the level of service that was provided to the customer as to the above complaints of how the furniture was treated. We will advocate on the customer's behalf and for what we can to obtain compensation from the carrier if the work was performed on a less than par level. 

  In the meantime, if further assistance is needed, please reach out to our customer service team during normal business hours, so we may assist with any matters needed. 

  -One Source Van Lines

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20040606
  
  I am rejecting this response because:

  I said the moving company had all one star reviews, not you. You do tout 5 star reviews, but in fact on another website it says that they removed lots of your positive reviews because many originated from one IP address and seemed false to boost your ratings. So I dont believe you actually have that many glowing reviews because theres plenty as bad as my experience. I had no complaints about being charged for 500 cu ft vs ****************** my original complaint. And yes I got the correct customer service number I am saying your company you contracted out to didnt answer multiple times. That falls back on you for not quality checking who youre using. Also, I also understand that there are times estimates arent correct on timing. However, I expect to be notified and I expect your company to not hire them again even though Ive seen other reviews about the moving company stating the same things. Im glad someone is doing a deeper dive because I feel as though I should be compensated somewhat for the absolutely terrible experience. I also believe whoever the customer support person who said its like the lottery should be re-trained. No business should be telling their customer to just expect 50/50 chance of good or bad when theyre taking thousands of dollars for a service. Had you provided me with a quality mover I would not have walls dinged and scratched, furniture broken, and items missing. I expect when I use a broker that they will find me quality movers and will treat their customer right, you have not. 
  
  Sincerely,
  
  Brody

  Customer Answer

  Date: 05/11/2023

  I dont know exactly what it means for clarification. As Ive said One Source Van Lines was the broker for my move and hired an unprofessional and 1 star rated moving company. They were also pushy and lied to me about the process. I was also left in the dark with One Sources customer service who never returned my calls and told me that this moving process was like playing the lottery and thats the assurance I got. One Source refused to update my list of items so then it was not 100% accurate for the moving company and I incurred more charges on the night of pickup. One Source was also not helpful with me regarding any communications to/from the moving company they hired. Theyve never contacted me after my horrible move to discuss the unprofessional and mean behavior of the driver, the damaged furniture and walls, or the missing furniture pieces. 

  Business Response

  Date: 05/12/2023

  As expressed in the previous response, we are here to approach moves with integrity and do our best. We have a full customer service team that is committed to handle every situation. Customers need to contact the customer service team during normal business hours. ****pm EST. Outside these times, we have a 3rd party after hours service.

  If the customer needs further assistance with the claims process or need ** to advocate on their behalf with the carrier, please reach out to the customer service team.

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

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20040606
  
  I am rejecting this response because:
  
  As I discussed in my previous responses, I called your customer service team multiple times and they were wholly not helpful. In fact your customer service team is responsible for me getting charged more by the moving company for not updating my list and also telling me the wrong footage for a long carry fee. I was told multiple times by customer service it was ***** yet the contract says 75ft and there was disparity. Also, Ive only ever communicated with one person on this team when Ive called so I am unsure if there actually is one. You have not advocated on my behalf whatsoever you have not even called me back about my complaints and its been 2+ weeks. I was told upper management was going to look into it and call me, where are they? If you really cared about doing whats right youd compensate me for the issues (which are beyond minor) and apologize for the terrible service your company has provided me. I have not received anything close to appropriate help or services from your company. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/13/2023

  Hello,

  The customer states that we never updated the inventory list. ******** from Our customer service department called for this exact purpose, to go over the inventory one last time. Customer only made minor adjustments. We only know what the customer is telling ** as to the inventory being moved. As stated in the contract, It is the customer responsibility to provide an accurate description of the items being moved. In the event it is not accurate, it will be adjusted at the price per cubic foot that was agreed upon.

  Furthermore, our contract clearly stated what can cause overages, see below exact verbiage from our contracts-

   

  If Necessary For Your **************** Services And Fees May ** Applied:
  

  The packing of delicate items (televisions, mattress covers, glass tops, or delicate items, etc.) 
  Any additional packing or special crating (if not already listed on estimate)
  The loading of any bulky items (kayaks/canoe, motorcycle, large safes, piano, ATV) 
  Full packing services are available if needed. If a full pack is purchased, One Source Van Lines will coordinate all labor and materials needed to professionally pack all household items listed. This includes all boxes, furniture packing, and delicate/fragile items. If additional household items are added at the time of pickup, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. The customer will receive a new written agreement at time of pickup.
  Shuttle services can be provided if necessary. If circumstances prohibit a semi-trailer to get close to the property for loading or unloading, a shuttle truck may be needed to complete the service. This can be arranged for a minimum charge of $300.
  If there are more than one flight of stairs (up to 10 consecutive steps), an additional fee of $75.00/flight may be added.
  Long carry (first 75ft free). Anything after 75 feet will be re-adjusted by the ******* at $1.25/Foot.
  The standard delivery timeframes are based off the **** (First Available Delivery Date) the customer marks while completing the bill of lading at the pickup.  If the **** is outside 30 days from the day of pickup, then the carrier has the right to charge for monthly storage costs.

  We are here to assist, however, taking action to harm our companies reputation prior to bringing the matter to ***************************** first, as stated in the contract, is not the best way to seek compensation.

  At this time, there is no refund available to the customer. **low, we have attached the contact info for the carrier. If the customer would like, they can reach out to them.

  NON-STOP MOVING ***** *************************
  1600 highland Ave.
  ******,
  DOT: 3491768 MC: 1149454
  ************ ************

   

  Regards,

  -One Source Van Lines

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20040606
  
  I am rejecting this response because:
  
  Obviously your company was never going to help me even if I emailed you. Phone calls werent enough so certainly emails wouldnt have been. Upper management was supposed to reach out but have never and I suppose they will never. I do not accept any response you are giving on this matter as it does not address any issues, youre merely defending your inaction. ******** did call me but said it was a lot of extra time to re-write the contract with my inventory list to be accurate. As I have said MANY times I am not saying I shouldnt have had to pay the movers more but I would like my inventory to be 100% accurate (as your contract says it should be) so I know exactly what Im paying when I move. Also, I have reached out to the moving company and started the claims process but it doesnt negate the fact that you hired inadequate, unprofessional movers on my behalf. I, the customer, shouldnt even be in this position because I paid your company to find me a quality mover and ensure the process goes smoothly. Additionally, the fact that you put in your contract that were supposed to email you and call you before putting a review online only furthers my suspicions that this type of experience isnt rare with your company. I am putting this out here publicly so hopefully future customers can be better informed about your lackluster service and responses. 
  
  Sincerely,

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

• Initial Complaint

  Date:05/04/2023

  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 reached out to One Source Van Lines on April 7th 2023 at 12:30pm to get a quote. I mentioned that it was still uncertain I'd need to move for the possible new job on the specified date, so the representative told me they would extend the cancellation period until April 14th for a full refund. This time frame worked for me so I placed the down payment of $1,425.48 via eCheck. On April 13th, it was confirmed that I would not need to relocate for work and I called One Source Van lines customer support to cancel services.They said that the eCheck hadn't went through on their end and told me to check my bank statements to see if it in-fact went through. If it did, their billing team would assist in a refund. The following week I noticed the money was debited from my account, so I called the customer service line to inform and they told me a member of their billing team would be in touch with me. I waited for a callback from April *****th even though I left voicemails and sent emails every day checking on the status. On Fri April 21st 3:30pm, Billing answers my call and says they were waiting for me to send documentation saying I declined the offer of employment to move the refund forward. I called HR from the company I declined employment from and requested a letter stating such. I didn't get the document until Sat April 29th because the HR worker was out sick. I immediately forwarded this to the billing team at One Source Van Lines. I called Monday May 1st at 10:49am to ensure they recieved my email with the attachement, no answer and no callback from my voicemail. I get a text from Billing the following day asking if I sent it, I reply "Yes" and I reforwarded it to speed things along. Now I'm waiting for the Billing Team Manager to "Review" my supporting documentation. I feel this process has taken way too long and I've recieved very poor communication from everyone at One Source Van Lines. I just want my money back since I cancelled prior to the adendums deadline.

  Business Response

  Date: 05/05/2023

  Hello,

  It appears that the customer is currently in the process of finding resolution with our billing department. There was a stipulation in their contract in which documentation was to be provided by a certain date. Seems this documentation was not provided in time to satisfy the addendum placed in the contract. 

  -One Source Van Lines

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20019191
  
  I am rejecting this response because:
  

  When I talked with **** S on the phone initially he never mentioned that I needed to provide documentation stating I declined the job offer and no longer needed your services. On April 13th (one day before extended cancellation deadline), I called your customer support to cancel and they assured me that everything was squared away and billing would proceed with my refund. Once I found out I needed the document, I immediately reached out to the company, requested the document, and sent it to your billing ***** I've tried to follow up multiple times since. 

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

  Business Response

  Date: 05/05/2023

  We have gone ahead and attached the signed contract from the customer in question. Directly below understanding your estimate, it states the terms of the addendum. 

   

  -One Source Van Lines

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20019191
  
  I am rejecting this response because:

  I called and cancelled on the 13th. **** S did not let me know initially that I needed to send a letter from the company stating I declined the offer. I didn't learn about this portion you're pointing out until a week later. Your personnel seemingly intententionally deferred conctacting me. Also, The addendum states that documentation needs to be supported (which I have) but not by a specified date. I have highlighted that for you in the attachements.

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

• Initial Complaint

  Date:04/11/2023

  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 tried to hire One Source Van Lines LLC and immediately they were extremely pushy, offering deals that were suspect and repeatedly calling and texting to make sure I knew that I had to have it done then, immediately. At any minor question or request they would threaten an unusual 200 dollar fee, act extremely rude, and then call me three or four times. In my contact with them in all of one day, I have been called roughly ten times, each time trying to get me to keep going with the company and saying that I would be in the wrong if I did not. Despite me cancelling the service, they are still attempting to charge $1000, and their contract also seems to violate the Consumer Review Fairness Act, the contract says all deposits and refunds are void if I tell other people I have had a negative experience with the company.

  Business Response

  Date: 04/11/2023

  Hello,

  We are very sorry to see the customer feels this way, what was discribed is not our intention when assisting families on a long distance move. 

  In this case they called us on 4/6 to move around 4/10. Most of our customer reserve moves ***** days out. This is done to lock in lower pricing and also allows the moving company to plan the routes appropriately. Furthermore, we had a cancelled move on this route and were able to fill it with this customer move. When potentially booking cancelled routes, they are extremely time sensetive. These discounted routes are open to many moving coordinators who can potentially help their customer save money by utilizing the option. We apologize if this come over as pushy. 

  When reserving a move with us, the contract offering a 72 hours cancellation window. This means if the customer cancels within the first 72 hours we will refund 85% as we hold 15% for processing and administrative fee's. After this time, the deposit would be non-refundable. In addition, the contract also states if a customer books a move with 7 days of the 1st available pickup date, the deposit is non-refundable. This is done being that last minute booking need to be dispatched as soon as possible to ensure the move goes smoothly.

  We hope the customer can understand where we are coming from as a moving company. 

  -One Source Van Lines

  Customer Answer

  Date: 04/11/2023

   

  Business Response

  Date: 04/12/2023

  Hello,

  The customer submitted a screenshot of the terms (*****) of our contract. This is separate from the resolution agreement that they signed and agreed to. The resolution agreement basically states, by accepting the offering we have come to an agreement and resolved the matter. Customer agree's they are satisfied and will not talk negative action towards One Source Van Lines. Now they have gone against that and started a BBB complaint. 

   

  -One Source Van Lines

  Customer Answer

  Date: 04/12/2023

  We most definitely did not sign a resolution agreement, ever. I signed this contract and nothing else. We have never been sent anything regarding a resolution agreement whatsoever.

• Initial Complaint

  Date:03/21/2023

  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.

  THEY rescheduled 3 times for pickup date,also were supposed to pack the kitchen stuff for ** since its more delicate and was a part of the service initially agreed, but seemed the movers werent aware(the office never told them) anyways we paid the pickup charge online through a link the movers sent, after they left we discovered many thing left in kitchen cabinets that we now have to throw out since we cant take them across the country with us Now to delivery, we had a temporary address for the delivery in ********* since we didnt have a place yet,but a month ago we got a place/new address for delivery and let the office know to change in their system,WEEKS AGO still in the same city, they delivered to wrong address because again the office/company ***** at communicating, the driver called us and we gave the driver the correct address.They said forms of payment cash or Zelle, no link this time(weird) so my husband and I sent the money in 2 parts since from experience we know ***** has a cap on large amounts, both transactions went through and my husbands said it would be available for them within 1-3 days. WITH CONFIRMATION NUMBER AND ALL, the movers got the notification also but the company rejected that form of payment and basically said send the $500 again, we dont have it so we contacted ***** and my husbands bank directly and they both said they couldnt cancel to send another $500 since the money WAS ALREADY SENT TO THEM, it will just clear fully within 1-3 days but we have no access to that money anymore since its already sent to them.We called one source to let them know and they did not care at all.They said the only option was to hold our stuff and charge another 600!So ultimately we HAD to send our payment double!!Just to get our stuff delivered. I hope we get the first payment back (the one thats 1-3days) and were handling all of this over the phone across the country, OneSource is a terrible, stressful, unprofessional company to work with

  Business Response

  Date: 03/22/2023

  Hello,

  This move was reserved within 2 weeks on the pickup window which was to take place directly between Christmas and New Years Eve. As this is a military move, we were to pickup on a base which in some cases can be challenging to gain access at the gate. It appears the first attempt, the carrier did not have the strict requirements to gain access, due to this unfortunate situation the carrier had to pivot and come back the next day with all the proper documentation to be allowed on the Military base. 

  Leading up to the move, the customer received texts, calls, and emails to ensure all proper expectations were set and they understood their responsibilities as a customer. When it comes to payments to the carrier, they all require cleared funds, cash or money order. In some cases they will accept, cash app, Zelle, Venmo, Etc. However, these types of payments needs to be acceptable by the ******* on-site and the funds have to hit on the spot just like cash or money order. Unfortunately moving companies have been burned in the past when they drive thousands of miles away for a check to bounce or a card to be reversed. This is standard for the industry. This is all stated in the Customer rights and responsibilities email. We also go over this verbally directly after booking during the verification call. 

  Finally, our job was to locate and dispatch  a licensed carrier to handle the move. This was completed and we followed all requirements set forth by the *** and our agreement with the customer. This complaint should be directed towards the carrier that the customer signed a Bill of lading with as that is the contract that bares the weight for the claimed issues by the customer. Anything outside of that directed towards One Source Van Lines is simple a defamation case in which our legal team will purse if need be.

  -One Source Van Lines

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19631507
  
  I am rejecting this response because:

  they are the sole company we hired for the move, the driver of the moving company told us they accept Zelle which is exactly how we paid, they received $500 additional that they claimed they would return over the phone but never did. They are responsible for returning the money we paid them for them move. As we stated prior, they claimed to not have received the payment from my husband *************************** to the driver *************************************, so they had me send $500 additionally from my account(******) since they claimed to not have received my husbands payment. ***** and my husbands bank both confirmed the payment from his part went through so  One Source needs to return that to us. Because we paid $500 over our contract/bill. We have all screenshots of payments submitted as well. So they cannot claim we did not pay over the amount due.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/24/2023

  I am more than happy to provide any clarifications. What additional information is needed? I have the amount total we had to pay and I also have the amount of what we actually paid and it was $500 over that the driver from their company said they would return to us. They owe us $500, they also stole my husbands weed ****** but at this point we just want the $500 they stole from us. As shown in all screenshots, I have collected all transaction numbers so One Source cannot deny receiving the funds. Its confirmed as the funds are not in our account, the bank confirmed it, and so did Zelle. If One source did not want to accept Zelle as a payment option, then why offer that service in the first place and no they are ignoring my calls. I just really need my money back as we are practically living paycheck to paycheck, we had to borrow that money same day because we did not have an additional $500 just sitting around. Please I ask that this gets resolved as they stole $500 and its not fair they can get away with it.

  Business Response

  Date: 03/24/2023

  Hello,

  We are the broker on the job and only took the deposit payment in the amount of *******. One Source Van Lines did not take any payments via Zelle, this was taken by the carrier. Yes, the carrier's do except *****. Zelle is an automatic payment that should go right through, just like cash app or venmo. When they go into a pending state, this is an issue on the senders behalf. This could mean they have limit restrictions that cannot be exceeded, or additional approval is needed. This was an issue on the customers end. The carrier does not have the ability to take the chance of it going through in a couple days after they've traveled to another state. This is why cleared funds are due at pickup and drop off. 

  Finally, this complaint is being directed towards the wrong company as we never took a Zelle payment. Below you will find the contact info for the carrier to reach out to them directly. We have also notified our customer service department to reach out to the carrier and investigate the matter. 

  -One Source Van Lines

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19631507
  
  I am rejecting this response because:

  I think the insert points here is missing info. Im looking for what to clarify but it doesnt give me what info it needs. I am adding a screenshot of what appears on my screen.

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

  Business Response

  Date: 03/28/2023

  Hello,

  We are not sure what the customer is referring to here. In our previous response we provided our side of what took place with the move. 

  At this time there is no further information available for this case. 

  -One Source van Lines

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19631507
  
  I am rejecting this response because:

  what is the carrier info that was said to be attached? Zelle was a form of payment that was provided, we know how ***** works, we have no issues with our account from the customers end. As stated multiple times Zelle and the bank both confirmed that the funds were sent and received. The driver lied and said they never received anything so they stole $500. Whos going to make this right?! We hired this moving company so where is the help we need and resolution. We are the people who got cheated of $500 who we somehow have to find a way to pay back our family for borrowing
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13th, 2022, my girlfriend (***************************) and I entered a contract with **************************************************** fora cross-country move from ******* to ***********. The company took a $1000 deposit. Within 24 hours, we felt that the company's model, which charges moves by weight, was one that would not work for us in planning our move. We informed our sales point of contact of this, *******, in the first 24 hours. We have records of those calls to ******* where we initiated the process of cancelling our move. ******* insisted that we give the business one more chance to try and get things right. Even after the updated quote, which was provided shortly after, we still did not feel that we could proceed. So we asked ******* to please process final cancellation for our move. All of these conversations fell within the first 72 hours of our contract signing, which reflects the cancellation requirements listed on the company's website (Attached). We did not hear back from the company despite calling multiple times to call and check on our cancellation. The following week, a different representative *****, called to inform us that we had not followed the procedure for a cancellation, because we had not sent an e-mail to the affect. After reviewing the cancellation policy listed on the company's website as well as our contract for the move, we believe the company invoked improper terms to avoid returning our full deposit. The company claims that an e-mail is required. However, the cancellation policy on their website says no such thing. Additionally, the company was clearly aware of our desire to cancel, because we had called repeatedly, requesting if further action from us was required, only to hear back one week later and be informed that we had not taken the adequate steps to cancel. After offering only 20% of our deposit, the company tied the refund to a new contract requiring us to acknowledge full responsibility for the improper cancellation, which we could not accept.

  Business Response

  Date: 01/23/2023

  Hello,

  One Source Van Lines would disagree with the accusation the customer has made. Like most companies, we go by cubic feet, not weight. However can provide weight slips for military moves. We did everything we could for this customer to ensure they had a positive moving experience. Unfortunately, they were not willing to pay for extra items in the event they added inventory. We weren't sure why they felt they should not have to pay for additional space on the truck as if we would just move more items for free. When it comes to the terms of our business practices, these are the terms listed on the adobe E-sign, not our website. Most of the moves that we come into contact with reserve a move with the intention to move, very few cancel. In the event that a move needs to be cancelled, customers are to send an email to ***************************** as to cancelling, this way it is in writing and time stamped. This is very clearly outlined in our cancellation policy. Unfortunately no such email was sent by the customer. In effort to find common ground, we sent out a partial refund offer in which the customer declined and felt that would take further action through news outlets and review sites. This is simple defamation of our reputation and the BBB should take into consideration that we did nothing but follow the terms of our agreement as to moving services. 

   

  -One Source Van Lines