Reviews

Review Details

• Review fromKristen S

  Date: 03/24/2023

  2 stars
  I have never hired a moving company before, but my new job was paying for relocation expenses. My entire experience with One Source Van Lines was extremely frustrating. I'm giving them 2 stars instead of 1 because two of the employees were helpful, but I interacted with so many more unhelpful employees. One of the bigger issues was they had a *********** down, which happens and that's fine, but once that happened I got no communication and none of the employees knew what was going on. I had to call their customer service line multiple times every single time because they wouldn't answer or return messages. I had speak to multiple people to get any sort of updates, and my preferences had been ignored. They clearly have massive communication issues among their employees/departments. Throughout this experience, almost nothing they have told me has been true. They tried to upsell me on more space I did not need. Every time they've said "we will call you by this day" I receive no phone call. Absolutely awful communication. It's been extremely frustrating. They made me feel like at was at fault multiple times for issues that were going on from their end, not mine. This process was meant to make my move easier, and I fully regret hiring this company.I am never using One Source Van Lines again, and I will actively discourage my friends and family as well. If you are considering this company, just know that as soon as they encounter any issues their whole operation and communication falls apart. You have been warned, good luck.

  One Source Van Lines LLC

  Date: 03/25/2023

  Hello,

  We are sorry to hear there was a breakdown on your route. Unfortunately these things do happen in the moving industry. When reviewing the file it appears that dispatch manger spoke with you personally as to the re-dispatching of your truck. Seems at this time someone was going to have to be there for you to meet the movers and had a tight schedule of availability. This made things a bit tricky on our end being that you were a small move coming out of MT. We ended up paying the ******* extra in order to service the job in the requested timeframe. However, we do apologize for the delays. 

  Outside of the delay it seems you were unhappy with the transit time which is set by the *** as what a carrier is allowed to travel per day. This timeframe starts on the date that you listed on the paperwork for your first available delivery date. 

  Finally, besides the slight delay, all of the items were transported safely from the origin to the destination. We have up to 300 jobs on the calendar at any given time and do have many employees in different departments in order to accommodate everyone. You did indeed speak with some of our key players and it appears they did the best they could to rectify the matter for you. 

  We do hope you are now settled in the new place and all is well. Sorry again for your delay.

  -One Source Van lines

• Review fromMatt P

  Date: 03/21/2023

  1 star
  The experience end to end was not great. Initial estimate was off by 30-40%, after the initial estimate and my commitment to use this supplier they had someone from "quality control" call and "review" my estimate. At that time the man informed me he was looking at pictures of my home from Zillow, which was wholly inaccurate as the home was staged. Of course the price was then revealed to be 35% higher than initially thought. They were allowing me to back out if I forfeited my deposit. Had I known it wasn't going to get any better I would have just taken the loss. They then had 2-3 individuals call me from their management team and convince me not to back out. They assured me the original price was good, which was concerning and almost confirmed that the second quote was a scam. They were not able to honor the original price but it was close about 10% different. Their movers came and did a decent job loading and unloading but when damage occurred to some of our stuff (which was insured) they offered to have us deal with CSI a claims management group that was horrible to my wife and frankly probably the worst part of the process. Moving cross country is hard, dont make it harder by hiring these guys.

  One Source Van Lines LLC

  Date: 03/22/2023

  Hello,

  When reviewing this file it appears the customer mentioned to the ** rep (person to go over inventory prior to pickup to allow changes to the inventory) That he just moved and took up 43 ft of a truck. This would be the better half of a Semi truck. During this call he added 375 cf. which influences the cost to increase. We sent the new inventory over to **** so he could compare the 2 inventories to see the justified increases. Customer was not happy with the increase in price and decided to remove items in effort to bring it back down. This was Accomplished for the customer and sent back over to the carrier. 

  Later, customer stated they would like to cancel right before the pickup which would be considered a late cancel being that the job had already been dispatched to the carrier. We informed him this would not be a full refund in the event he needed to cancel as funds had been dispersed into the route. Customer ended up staying onboard and requested information for transit time and expectations. We then advocated with the carrier and were able to provide this direct info to the customer as follows-

  Friday, 01/20/2023
  Good afternoon Matt,
  
  Thank you for your patience today.
  
  We have ******************* assigned to facilitate your move. Their truck will be going into transit toward ******** today, which means their estimated time of arrival to begin the packing of your items will be tomorrow, Saturday 1/21 between 9AM-12PM. The driver normally calls about ***** minutes prior to arriving to the location to give you a heads up notice.
  
  At the time of the pickup, the movers will start by doing a walk-through of your items. If they think there is a possibility of your items requiring any additional space on their truck, your move will be revised at the rate of $4.70/CF that you`re quoted for. This rate per cubic foot will not fluctuate in any way.
  
  Once the move is completed in ********, the truck will begin traveling to *******. Our carrier stated the truck should arrive in WY to begin delivery for you by 1/23-1/24, potentially 1/25 if they hit any weather delays. The driver will be in communication with you guys between pickup and delivery so you know when to expect the truck to arrive in WY. Typically they always reach out at least a day prior to delivery to provide a 2-4 hr time frame.
  
  For any assistance over the weekend, we ask that you contact us here at customer service directly.

  **** later responded-

  I will be scheduled to work this weekend as well and will surely monitor calls over the weekend incase you guys reach out for some assistance as well. Thank you again for giving me the time of day today.

   

  Finally, we did our best to ensure this customer had a positive experience and all proper expectation were set for them. We do apologize if us or the carrier fell short in ****'s eyes. Everything is inflated in todays market unfortunately, and long distance moving can be expensive, We will continue to do our best to ensure every move we are involved in goes as well as it can. 

  Kind regards,

  -One Source Van Lines