Mohammed K.
Choose ANYONE but OneSource
OneSource Van Lines was a complete letdown, and took advantage of us financially. We hired OneSource for a cross-country move, and ultimately decided to cancel the move well within the 72 hour timeframe that they included in the contract. But the company completely twisted their own rules, claiming that multiple phone calls and check-ins on our cancellation were insufficient. They kept nearly our entire deposit, and offered us $200 of our $1000 initial payment. This was for a move nearly 6 months away, that was canceled within the first 3 days. Still, they insist that they should keep $800, for zero work - they certainly didn't move a single belonging! I simply cannot stress enough that there are far more trustworthy, honest partners out there. Good luck, and stay vigilant.
Response from One Step Lines LLCJan 11, 2023
Hello, We are sorry to see this type of review as we always do our best to provide the best quality of communication and service for every move we come in to contact with. When reviewing this file it appears that the customer went over an inventory list with a moving coordinator, agreed with the terms of the agreement, then signed a contract. They then went through a verification call confirming the work order to ensure everything was accurate and all proper expectations were set. Customer was informed that they are playing for the space they will be moving as to Cubic Feet. This is how most long distance moving base pricing. A few days after booking, customer began to contact their moving coordinator with concerns as to additional costs. Evidently they had additional items to add to the inventory list. We informed them that the Quality Assurance team would contact them prior to the pickup to go over the inventory again. This way if they wanted to add or remove items, their cost would adjust. Later, we learned that it was quite a bit of items and the customer wanted to set their own price for the increase. We informed them that they locked in a rate of 4.30 per cf. and they would adjust at this rate being that it is binding. They again said they only want to pay an amount that they felt it should increase to which was not agreed upon when signing the moving contract. We have policies in place just like every other moving company, we do our best to be fair and always put customers first. We understand the stresses of long distance moving and are not here to bring hardship to anyone's relocation. At the same time this customer needs to understand as a large outfit we have policies in place to allow every family to have a smooth transition into their new homes. We cannot allow our Quality Assurance team to stop dealing with customer about to move in a few days to take someone how is not yet due for their call. We did our best to communicate this to the customer and inform them we would try to get they're QA call done earlier if possible. Finally, customer did not email info@onesourcevanlines in order to cancel within 72 hours and the matter was treated as a late cancel. One Source offered a partial refund for the late cancel in order find common ground. Furthermore, they were also offered the option to place their move on hold if they wanted to allow themselves more time financially to be in a better position for the moving expense. We would only require a 7 day notice prior to any pickup window to accommodate. As folks can see based on our online reputation, the majority of our moves go extremely well when all parties are on the same page. We are sorry this particular move came to this point and we with the customer and their family the best. -One Source Van Lines