ComplaintsforOnly Vans Moving and Storage

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired this company to move some furniture and items from ** to MO and paid a deposit of $695.31. I ask the salesperson, *****************, if I could call and cancel 3 or 4 times to make sure I could get a refund if I found out I didnt need the moving service after all. He definitely told me yes each time as long as I did it within 48 hours. I called back the next day in less than 24 hours to cancel. I know that my order was canceled on time and within the a lotted time because I never heard from the truck drivers . Because ***************** told me I would receive my refund in 5-7 days I waited the time schedule out and even gave it a week longer because of the mail. After three weeks I called to inquire about my refund and was told that they would pass my message along to accounting and they would get back to me. I waited a week, no call. I called again and explained what I was told and they would check on it and give me a call back. I waited a week and called again because I hadnt received a call back. They said they would do the same thing I said ok and waited again for a call. Never happened so I called again. This time I was told that they would get it and start processing it. So I said ok after asking how long that would take and was told anywhere from 2 weeks to a month. I couldnt believe that and expressed it to them. They said this was normal for the company. I didnt like it but said ok. After a month passed by making it two that Im waiting for my refund I called again. Told in processing. So waited another 2 weeks. Nothing called again told same thing. Waited again then called back now 3 mos. Waiting told processing ask to speak with accounting wouldnt put me through. Twice that happened over the next month. Now its been 6 mos still in progressing I refused to hang up and put me on hold then came back on after six months and tell me Im not entitled to a refund. Of course I got mad and explained that I confirmed it . He said have my lawyer call the legal *****

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/5/2023, I was contacted by ***************** with Only Vans Moving and Storage. I told him that I had a 10x10 storage unit that needed to be emptied, and I also had a trailer parked at the destination that needed to be emptied. He asked about the contents of the trailer, which I listed. He gave me a quote of $2048.15 over the telephone to move my belongings to my house and to empty the trailer. The company sent me a contract to move my belongings on 10/23/2023, which I signed and returned with the $700 down payment. A van from another company subcontracted by Only **** arrived on 10/23 for the move. When I mentioned to them that I also had a trailer at the destination to be emptied, they denied that that was in the contract, and would not agree to empty it. I contacted Only Vans, and they also tried to deny that they had agreed to empty the trailer, even though the items were listed on the contract. (Even though I told *** 3 times the trailer would have to be emptied, he insisted that he would need to know the items, and that's what he put in the contract!) After an hour of exchanges, they said they would empty it for additional money, after which we refused the additional charge and sent them away.We talked to a manager named ****** at Only Vans, and he finally agreed (verbally) to refund our $700 deposit, but it would take about a month. On 11/29/2023 I called ****** about the refund, and he said it was "being reviewed" and they would call me. On 1/8/2023 I called back and also texted ****** but received no reply.This company definitely defaulted on their contract, and they should be required to refund my deposit. I am attaching a copy of the contract which I signed. I am 85 years old, and living on a fixed income, so I am reluctant to hire an attorney. I would appreciate any help you could give me. Thank you for your assistance in this matter.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 11-22-23 i hired this company to move me and put a deposit down of $1,000.43 Then i found someone cheaper and called the company back and cancelled requesting a refund. I was told i would get a check in the mail 5-7 days that he would refund my money. Well a week went by and no check so i called and ******* (****) told me he would check on it. Then i get a call from the movers to verify time and i knew then something was wrong! I told them i had someone else moving me i canceled with them and they said oh and hung up. I called again about my refund and that movers called and he said he would see what's going on. Now he won't answer my calls and no refund! account ********

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We initially contacted ******** on October 9th to get a quote to move my mom from ***** to ************* were looking at December 1st as the date of having movers arrive to load her things and move her. As we were talking with the sales associate (*****************) we decided that she may be ready prior to that date, by a couple of days, & that would allow her additional time to clean & get her apartment ready for move-out inspection. The sales associate at that time said he would put a window of time down in order to reserve those dates, but we needed to call 2 weeks in advance to solidify the date. My mom called 2 weeks prior & spoke to ***************** to give him the date of 11/27 that she would be ready. All week we have received the run-around from OnlyVans in regards to when they would be there to move my mom - yesterday they told her they would be there between ****pm, she asked if there was any possibility of an earlier arrival (because they should've been there earlier in the week) & without a whole lot of hesitation the person replied, ok fine "9am-12pm is your window" - today comes & no show - the movers called & said they would be there between 12p-1p, then they said there was a road ************** wouldn't be there until 5pm. We call the same number that had been calling throughout the ******** goes straight to voicemail. They completely did not show & my mom needed to be out of her apartment by today - so she packed what she could in her car & left everything else behind. This is not ok. She will most likely not get her deposit back from her apartment and will owe for the complete day of rent today. Something needs to be done to stop this company and its fraudulent behaviors.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  -Customer Name: ****** and ************************* -Move Pick Up Address: ********************* ****** **, ***** -Move Drop Off Address: ************************************************************************ -Customer Contact Number: ************ -Customer Contact Email: ************************** -Company Name: Only Vans Moving and Storage LLC -Move Pick Up Schedule: 10/20/2023 (1 day move)-Actual Pick up Schedule:10/22/2023 (3 1/2 day load)-Scheduled Delivery Date: 10/25/2023 -Actual Delivery Date: 10/27/2023 -Type of Service: Packing, Loading, Shipping,Delivery, Reassembly of house hold goods -Results of move: hotel stays and food cost incurred due to schedule and staffing changes -house closing changed by one week resulting in unexpected cost -price gouging from initial estimate, demanding more money in the spot to pack and deliver my goods -partial shipment only received on what was a direct shipment sale -Damaged goods delivered, refusal to unload, reassemble, unpack goods as scheduled and paid for up front. - Refusal to provide explanation or details on missing goods -over $65K in missing goods -company continues to refuse communication and hangs up or lies to use when we attempt daily contact and updates - refused to inventory our goods when asked to as paid for.

  Business response

  11/21/2023

  We have spoken to carrier and delivery of items are scheduled for sometime this week. Also, we have informed customer of delivery update.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Sep 22 2023, I signed a contract to move furniture (3 bedroom apt) com *******************************, pick up date 5 Oct to ****** *****. On the date of the pickup the truck was a no show and I couldnt contact only Moving Van, however another company who I didnt have a contact showed up as a representative for the company a day late and wanted $5000.00 to move me which I declined.I paid only van movers $1186 as a deposit for the pick. The company does not accept calls from me

  Business response

  11/16/2023

  After further investigation, we discovered that customer had **** cubes more than estimate . The carrier driven over 500 miles to service job ,but the customer rejected services due to the amount charged for increase of space needed. We provided the customer with a option ,to take original cubes at no additional cost and that was rejected also.

   

  Customer response

  11/17/2023

   
  Complaint: 20854566
  
  I am rejecting this response because:The documents are fraudulent.furthermore when I contact the company on the day they were scheduled to pickup!,,,,the individual on the other end stated the truck broke and that was a lie. The driver stated they never had mechanical issues.The company. Never viewed the apartmentthe scam was not picking up on the scheduled and reject all calls because they new I would reject the pickup and lose the money I deposited. The company is a fraud 
  
  Sincerely,
  
  ***************************

  Business response

  11/20/2023

  The contract cannot be fraudulent . The terms are written in laymen terms. The bottom line is that the customer did not take the time to read contract. But yet, signed and agreed to the terms. The customer had 5 times  more cubes than estimated and refuse to pay for the overages. 

  Business response

  11/21/2023

  The contract cannot be fraudulent . The terms are written in laymen terms. The bottom line is that the customer did not take the time to read contract. But yet, signed and agreed to the terms. The customer had 5 times  more cubes than estimated and refuse to pay for the overages. It is not possible that the customer provided us with a accurate items list . Due to the inaccuracy of the list provided, the refuses to move forward , the route was derailed with expenses incurred.  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 10th I spoke with ******** explained the horror stories that I heard and read about and he assured me that this would not occur.We spoke about my cancelation and my pull date being Monday as I didn't want to overdraft.We agreed.Once I got off the phone. A few days go by Fri the 13th I was deducted and overdrafted. When I called to speak with ***. He denied everything got irate and didn't ever speak to me again.I think spoke with someone said his name was ****- he was very apologetic. He said ok but I'll make sure of this your move is done right.A few days later I updated move date - **** agreed it was cool.I called day i should get my move info. At 11am I was told I'll call back. Then I called after *****said oh I just got the move.He said we have to give 24 hrs.I said that's not 24 hrs quoting me 12-4.Then a dispatch called me to confirm I was in the gym.Next day I get a text telling me ok he will be there between 5-8 but I already had plans at that time.Next we are going back forth in text.Agreed ok we can do tomorrow morning.Came back 2 hrs later said nope if not today you owe us another 650 I did not agree.Then he came back hrs later and agreed on morning.Next morning I get a text from a different number as I couldn't reach dispatch.They gave me a name if moving company- did not match.I explained on I called in I'm not paying anything more til furniture arrives.Got upset but he agreed.Proceeded to want to charge me another 1000-1400 and said if I want my move done right - it will require more.It was 2 hrs later I canceled the job.They lied about truck. Sent someone that I need to translate conversation. Upchsrged me and said mystuff would be broken I sent them away and canceled the job.This was exactly as the reviews for moving companies described an upcharge nightmare.Please help.Didn't have my TV box, rude and the manager changed his name when I called but I knew voice Phone I called spoke **********

  Business response

  11/06/2023

  The customer signed and agreed to a estimate contract based on cubic feet, When our agent arrived , he accessed that the items were bulkier and would take up more space. The customer was fully aware that the price could decrease or increased based on the space used in the truck. They provided the cost for the overages and the customer rejected. I was able to waive the overage cost and the customer still decided to cancel. The customer did not qualify for a refund due to the fact , that he was outside cancellation window,.

  Customer response

  11/06/2023

   
  Complaint: 20809078
  
  I am rejecting this response because: as follows: I was lied to about initial pull date of deposit.

   

  they didnt show up with the right moving supplies.

   

  they lied about giving me 24 hrs ahead of time.

   

  they showed up and asked for **** near an extra 1000$ dollars. Told me if I didn't pay them more my stuff would be broken. I spoke to 5 different people one of which li3d about who he was on Two separate occassions. So are you telling me that if a service isnt rendered and they fail to comply with anything that they told me - i am not *********** my refund. So basically I paid them 500 to move all my own stuff. These brokers companies get people like me over this. I hadn't ever used movers before and I won't ever again. They take my money then **** me off to a broker. I was told only vans truck and movers were pulling up... this didn't happen either there has to be some sort of justice for such customer negligence. 

  It's beyond unacceptable and if it was the other way around, I guarantee - they would feel differently- before I signed, I was told things that were lies..so I just lose out.

  Sincerely,

  Enclosed - text message from mover - indicating he was not from only vans - I specifically asked at the top of my call with *** the day of reservation that do not send me a broker I was guaranteed it would be only vans.

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

  Business response

  11/07/2023

  The customer signed and agreed to  contract that clearly states******By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
   As a properly licensed interstate broker,  Only Vans Moving and Storage LLC   is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by its published tariff. All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker,  Only Vans Moving and Storage LLC   is not responsible for any acts or omissions of the motor carrier or its employees or agents. There is no agency or subcontractor relationship between Only Vans Moving and Storage LLC   and the moving company.  It is the customer/shipper's sole decision to enter into a contract for moving services (Bill of Lading) with the moving company or not.  This document is an estimate only.  Only Vans Moving and Storage LLC   is not a party to the contract for moving services (Bill of Lading) between the moving company and the customer/shipper. The customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.

  Customer response

  11/08/2023

   
  Complaint: 20809078
  
  I am rejecting this response because: if I have to hold up my end of the bargain so do they.

  They lied about pricing.

  lied about who was transporting.

  They lied about timing.

  They told me my stuff would be broken.

  They gave me false names.

  I paid. I stayed in communication they did not. I had to chase my delivery down and it never happened.

  So a fair practice is they can not do a job, try and corner me to having to take the service - upcharge on arrival...and I am not the only one. One search - ********************************************************************

  They are a bad example of what a moving company should be - why am I paying non-refundables for moving my own stuff. They agreed to terms they broke all of them, why do I have to comply - if it's broken its null and void - which means I'm *********** my refund.

  Thank you,

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

  Customer response

  11/08/2023

  What do you mean they made a good faith attempt.

   

  So you are condoning the multiple lies and the various attempts I made to get this settled. This is seriously how you take a complaint that I even sent over multiple people with the same issues....and my complaint falls on deaf ears because you took their word over mine and multiple others - wow ok

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired Only Vans to move me from **********, ** to ******** ****** on August 31. They quoted me a price of ******* for the move and said they would *****************, which were in storage, on 9/18 or 9/19. On 9/18 a check for ****** was put through my checking account and electronically signed by them. My bank agreed it was fraud and reinstated the funds. The moving company arrived on 9/19 and began cataloguing and loading my things. The estimate shot up to over ******. They promised delivery on 9/25. I gave them a check for ******* in addition to my original deposit of *******. They tell me that I now owe another ******* upon delivery. I spoke with them on multiple occasions, most recently, Friday, 9/29. They said that my furniture is now in a warehouse and are not sure when it will arrive. They will give me no further information.

  Customer response

  10/05/2023

  Only Vans is apparently a brokerage company that contracted with a company called Moving Express and storage to actually facilitate the move.  Moving Express called me yesterday (the driver) and said my things would be delivered this weekend.  Today I got a call from their customer service person saying that Only Vans contacted them and stated they would not be delivering my items until I pay an additional $776.00.  Only Vans did a fraudulent bank draft from my and my bank returned the money to me.  They said they will put my items back in the warehouse if I do not pay the additional money.  They said that the additional charges were for items I added, which is entirely false.  I've asked  them to send me an accounting of this and I have not received any paperwork as of the writing of this statement.

  Business response

  10/10/2023

  The customer is fully aware that she had more items and paid for the overages. Her items are in transit and scheduled to be delivered within 5 business days.

  Business response

  10/13/2023

  The customer had more items versus the original estimate and paid accordingly for the overages. The items are in transit and expected to be delivered within 7 days. 

  Business response

  10/23/2023

  After further investigation, the carrier informed us that items were delivered. The customer did not pat $776 and do not owe us additional money.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company did nothing but try to scam us. They claimed they were the actual brewing company but in reality they are just brokers. They quoted us $2000 and in reality it ended up costing us $4000. The mover showed ** in an old rider truck with graffiti all over it. We were getting on the road the next day, and we had no choice. We had to pay it to get our stuff moved across the country. I dont even know if my stuff is going to show up were just hoping and praying it shows up. We are worried theyre gonna try to scam us on the other end to get more money. Now theyre not returning any of my calls. Ive called three times today and no callbacks. When the driver showed up, we tried to get a hold of the moving company and they would not answer our calls then either.

  Business response

  09/22/2023

  After further investigation , the customer used more space on the truck and exceeded the estimated cubes. The customer was charged accordingly based on the overages.

  Business response

  09/29/2023

  The contract signed and agreed by customer ..***clearly states***Thank you for choosing Only Vans Moving and Storage LLC. We are happy to provide you, the Customer, this estimate based on the list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
  
  This estimate includes the following services to be performed by the carrier:
  Transportation of goods from pick up location to delivery location by carrier fleet.
  Disassembly of all standard furniture items required for safe movement at the origin.
  Reassembly for all items disassembled by the movers on the day of pick-up.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at origin of items.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  Standard valuation protection up to $10,000 based on **** cents per lb. per article.
  Elevator must be reserved and accessible
  No elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties if your request is made more than seven (7) days before your originally scheduled pick-up date. If date change is requested less than seven (7) days prior to original pick-up date, then the customer may incur $750.00 date change fee.
  Note: Elaborate furniture items that need to be disassembled and/or reassembled may require a 3rd party professional servicing or additional labor and should be disclosed to your estimator in advance of the move to be included on the estimate. Disconnecting and reconnecting of appliances is not included in the estimate. Reassembly of any item is subject to the availability of tools and/or parts being available at delivery. *******, materials, and unpacking services are available at an additional charge and are only included in this estimate if the service is listed on the Relocation Estimate section of the estimate.
  
  Optional *********** Services and Additional fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If the customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional *********** post contract services not included in your estimate include:
  First flight of stairs is included(12 steps), each additional flight is $75.00.
  Long carry: first 100 feet are included, each additional 100 feet will be charged $75.00 per 100 feet.
  Shuttle service: if a carrier vehicle cannot get reasonably close to a building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $450.
  ******* of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle).
  ******* supplies such as boxes, bubble wrap, etc.
  For full packing service: All labor and materials to pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
  Storage and redelivery services, unless listed in Estimate Total.
  ***** OF PAYMENTS: Upon booking a 10% deposit (plus binding estimate fee) is required to be paid in the form of ACH, Zelle, PayPal ,or Cash App . At pickup, 50% of the balance is due in the form of certified check, cash, or postal money order. At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading Subject to the 110% law, if applicable. All charges are based on the carrier's full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all ********************** and redelivery fees.
  
  THE PROVISIONS OF THIS AGREEMENT, INCLUDING ***** AND CONDITIONS CONTAINED: HEREIN REPRESENT THE ENTIRE UNDERSTANDING AND AGREEMENT BETWEEN Only Vans Moving and Storage LLC   AND THE CUSTOMER WITH RESPECT TO SUBJECT MATTER. THIS SUPERSEDES ALL OTHER NEGOTIATIONS, UND REPRESENTATIONS (IF ANY) MADE BY OR BETWEEN SUCH PARTIES,INCLUDING ANY REPRESENTATIONS MADE BY ESTIMATOR. IN THE EVENT OF ANY CONFLICT BETWEEN THE ***** OF ANY/ALL ESTIMATES AND THE **** OF LADING, THE ***** OF THE **** OF LADING WILL ATTAIN PRIORITY. THIS AGREEMENT MAY NOT BE AMENDED ,SUPPLEMENTED,OR WAIVED ORALLY. IF THE AGREEMENT IS ALTERED IN ANY WAY IT MUST BE IN WRITING, SIGNED BY BOTH  Only Vans Moving and Storage LLC  AND THE CUSTOMER, BY MAKING CERTAIN REFERENCE TO THIS AGREEMENT.
  
  Services rendered by Only Vans Moving and Storage LLC entail, but are not limited to, compiling an inventory, pricing the move, dispatching/brokering the move to a licensed interstate moving carrier, ensuring the customer understands the ********************** process, relaying pickup/delivery messaging, assisting customer with potential claims, and acting as the customer's advocate. Customer understands the deposit paid to ****************** LLC is for services separate from the actual moving company.
  
  PACKING YOUR GOODS: ******* services, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the services are specifically listed on the Relocation Estimate section of the estimate.
  
  ABBREVIATIONS and DEFINITIONS: Motor Carrier or Mover is the actual moving company performing packing, loading, storage, transportation, and offloading services. Customer or Shipper is the customer who contracted with the mover to perform interstate domestic moving services. Broker or shippers agent is the customers coordinator for the move who issues the estimate and brings the customer and the mover together. The broker is not a party to the contract for moving services (bill of lading) between the mover and the customer. Articles listed as follows: Articles listed as CP = Carrier Packed; PBO = Packed By Owner; PO = fragile item to be wrapped with Pads Only per customer.
  
  CERTIFICATE OF INSURANCE: Some buildings require a certificate of insurance from the mover. Please check with your building management at both current and new locations regarding their requirements. Please notify your Relocation Specialist and we will be glad to assist you. Note: A fee may apply depending on building requirements.
  
  PARKING RESTRICTIONS: Customers must confirm parking restrictions with the building/s management or local police department at both current and new locations in order for the carrier to avoid parking violations. If the truck physically or for reasons of parking restrictions cannot park close enough, Long Carrying or ********************* charges will apply and added to the original agreement.
  
  FURNITURE TRANSPORTATION: ********* carrier requires that all drawers must be emptied prior to the day of move. Furniture with full drawers will not be transported due to high risk of damage to the actual furniture, premises walls and floors.
  
  UTILITIES/APPLIANCES: Make sure that all of your utilities and appliances will be turned off and disassembled from electric, gas and water connections prior to the day of your move. We do not disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move-out or move-in.
  
  VALUATION: The carrier provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by the carrier. We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $**** per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), Carrier cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $**** per pound per article. *******, or its representative, has the right to inspect and repair any alleged damage. Consumer shipper waives all claims against Carrier and  Only Vans Moving and Storage LLC   for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, customers agree and are not permitted to move and we will not accept, transport, or store and have no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, pets, liquids or perishable items.
  
  ESTIMATED PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the optional ************************** (P.G.S) is purchased. Standard Service (S.S.) period is approximately thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is the first date of the delivery window, as estimated. Estimated delivery period is up to thirty business days from date indicated as first available for delivery. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.   
  REVISED WRITTEN ESTIMATES:  If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Carrier, or its representative, may either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this revised written estimate given prior to loading will serve as the only active estimate for which charges will be calculated.
  AGREED MANDATORY CHOICE OF LAW, VENUE AND JURISDICTION. If a lawsuit becomes necessary to resolve any dispute between  Only Vans Moving and Storage LLC  , and shipper, said suit shall and must only be brought in circuit or county court in and for Palm Beach County, *******. Suits involving disputes over interstate shipments must be limited to the governing federal law. Both parties agree to submit themselves to the jurisdiction of the ******* Courts and agree given the relationship to the state, such exercise is reasonable and lawful. Shipper consents to jurisdiction in Palm Beach County, *******. 
  AGENTS: Carrier may use agents/independent subcontractors on all orders. Additionally, unless the customer purchased an exclusive use of the vehicle option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments.
  CLAIMS:  Only Vans Moving and Storage LLC  is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. Carrier shall not be liable for the loss or damage of the goods unless a claim is made in writing supported by proof of ownership, value, and weight. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 90 days of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indicators must specify each item damaged at the time of delivery. 
  SUMMARY OF DISPUTE SETTLEMENT PROGRAM: Summary of dispute settlement program:  The neutral arbitration program has been designed to give neither party any special advantage.  If a dispute arises between Carrier and the shipper arbitration may be a mutually beneficial alternative to help resolve the dispute. Section 49 CFR Section ******* provides that a mover must have a program in place to provide shippers with an Arbitration alternative.  Arbitration is optional and not required under Federal law.  A. Summary of the arbitration process: Arbitration is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make decisions as to the merits of each sides case. Arbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrators discretion, through telephonic appearance.  After the initial filing fees have been paid and the arbitrator selected, the initiating party or Claimant must submit a written brief summarizing their legal position and factual claims. All supporting documentation must be included with the initial arbitration brief.  Copies of all documents must be submitted to all parties involved in the arbitration. Upon receipt of the Claimants arbitration brief and supporting documents, the responding party or Respondent will have 30 days to file their responsive arbitration brief and supporting documentation.  Further deadlines and timetables are subject to the arbitrators discretion.  B. Legal effects: If the arbitration alternative is chosen, then any decision made by the arbitrator may be binding. Additionally, an arbitration decision may not be appealed in a court of law. All parties agree that the Arbitrator's decision will be based exclusively on the governing ************* Federal Law without regard to conflicting State laws or regulations. C. Applicable costs: Each party is responsible for their own costs associated with arbitration. A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees.  There is a $250 filing fee FOR EACH PARTY and a supplemental charge of $50 administration fee.  Call the carrier at the phone number in front of this form for ADR processing forms.
  Notice of Maximum amount due upon delivery: Final charges will be based on actual weight or cubic feet/volume of property and services provided. Maximum amount demanded at time of delivery, prior to unloading, is the amount of the non-binding estimate plus 10%; or 100% of the binding estimate. Actual charges may exceed the amount of estimate if additional services were ordered or required to be performed; if a customer moved additional items, weight, or cubic feet; or if extra service options such as packing or storage were necessary.
  NOTICE AND WAIVERS:  Customer has agreed to receive and subsequently received the ***** publications "Your Rights and Responsibilities When You Move " as well as "Ready To Move" and "Tips For A Successful Move" . Additionally, In accordance with 49 CFR 371.113(c)(1) and 49 CFR  375.401(a)(2), customer agrees to waive a physical survey of the household goods and alternatively agrees to receive a Binding Estimate based upon the customer provided item list of property to be transported and services ordered. The terms of this estimate and all services to be provided are subject to the carrier's tariffs, incorporated by reference and available for inspection upon reasonable request at the carrier's offices.
  VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ITEMIZED ON THIS ESTIMATE:
  The mover may provide you with a revised estimate
  DO NOT allow the mover to load the truck or perform any services before you agree in writing to the new estimate
  If you have not signed the mover's revised estimate, and the mover loads the truck, then Federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items. Any balance due above the binding estimate would need to be billed by the mover thirty days after delivery.
  This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any.  The total price will be the same as the price listed on this estimate if your inventorys estimated weight/volume has not changed and if you do not require additional services. If your inventorys estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
  Accurately conveyed inventory:  Customer/shipper agrees that the inventory and services requested that have been provided to  Only Vans Moving and Storage LLC  on this written estimate constitute an accurate and honest inventory and size of every item to be shipped.  Customer understands that having waived a physical survey,  Only Vans Moving and Storage LLC   can only account for the items listed on this estimate.
  By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
   As a properly licensed interstate broker,  Only Vans Moving and Storage LLC   is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by an ***** authorized motor carrier, whose charges will be determined by its published tariff. All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker,  Only Vans Moving and Storage LLC   is not responsible for any acts or omissions of the motor carrier or its employees or agents. There is no agency or subcontractor relationship between Only Vans Moving and Storage LLC   and the moving company.  It is the customer/shipper's sole decision to enter into a contract for moving services (Bill of Lading) with the moving company or not.  This document is an estimate only.  Only Vans Moving and Storage LLC   is not a party to the contract for moving services (Bill of Lading) between the moving company and the customer/shipper. The customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.
  CANCELLATION OF SERVICES:  Customer/Shipper agrees to  ****************** LLC   cancellation policy as well, which reads, "If electing to cancel your move with   Only Vans Moving and Storage LLC  , written notification must be sent to ****************************************************  Cancellation requests made subsequent to the 48 hour cancellation period are non refundable, however, cancellation requests made subsequent to the 48 hour cancellation period will receive a credit toward a future move with  Only Vans Moving and Storage LLC. Cancellation requests received within 48 hours of signing the original agreement with  Only Vans Moving and Storage LLC  will receive a full refund, minus 20% for processing fees and internal resources. If your first scheduled pick up date is within seven (7) business days of electronically signing the original  Only Vans Moving and Storage LLC   estimate agreement, and customer/shipper requests to cancel, the deposit is non-refundable for scheduling and routing purposes.
  The time period for cancellation request does not restart when a contract is amended and resigned. The cancellation window commences at the time the contract was originally signed. 
  IF PICKUP IS REFUSED BY CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED. ALL DEPOSITS WILL SHOW ON YOUR ****ING CYCLE AS  Only Vans Moving and Storage LLC  .
  All cancellation or refund requests MUST be sent in writing via email to **************************************************** Any cancellation or refund request received after normal business hours, after 6 pm Eastern Time, will be deemed received on the next business day (Federal holidays Excluded). An estimate/order also may not be cancelled and deposits are not refundable after the mover has arrived at the pick up location.
  
  
  
  
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction 9-10-23 8:49 pm EST with Only ***s ********************************************** LLC w/ ************************* Job No: O5636735Customer Sep 10, 2023, 8:49?PM (5 days ago)Rep:************************* Phone:************************ Direct:************** Email:***************************************** Web:***************************************************** account that you tried to reach is disabled Only Vans Moving And Storage LLC ********************************************************* *********************** <***********************************>Mon, Sep 11, 12:44?AM (4 days ago)to *************************:Would you be kind enough to explain these reviews to me? I don't feel comfortable if the *** is only a broker; told if cancelled within 48 hrs - no charge; cancelled 12 hrs.24 Reviews for Only ************************************************** from ****************, ******* (mymovingreviews.com)*********************** <***********************************>Wed, Sep 13, 10:54?AM (2 days ago)to *************************:Very disappointed you cashed the $100 check marked hidden - marked hidden?! You provided no services, very unethical.Customer Service <************************************************************************************>Wed, Sep 13, 2:40?PM (2 days ago)to me Hey ******, The billing supervisor asked if you have a zelle or venmo account that can be refunded instantly as they plan on refunding you as soon as possible. Thank You,*********************** <***********************************>Wed, Sep 13, 7:41?PM (2 days ago)to ********.****************************** ************** ****************************************************** Please send a check, as ************** advised me to close my checking acct based on reviews, advised by Manager ********************************** not to give further access to my Account.*********************** <***********************************>7:40?PM (1 hour ago)to Customer, ********.***********************, I've forwarded the original e-mail from Only *** Lines Moving - ****** also called them ******************. They call, ask if my name is ***********************; trying to get me to say Yes, when I say "This is ***********************, they hang up on me, trying to keep my $100. occurred 9.15.23 hrs. 6:23 pm & 7:38 pm. I

  Customer response

  09/16/2023

  Refund
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  
  Customer Service <************************************************************************************> Wed, Sep 13, 2:40?PM (3 days ago)
  
  
  to me
  
  
  
  
  
  
  Hey ******, 
  
  
  The billing supervisor asked if you have a zelle or venmo account that can be refunded instantly as they plan on refunding you as soon as possible. 
  
  
  Thank You,
  
  
  
  
  
  
  *********************** Wed, Sep 13, 7:36?PM (3 days ago)
  
  No, I do not.
  
  
  *********************** Wed, Sep 13, 7:41?PM (3 days ago)
  
  My address is currently: ************************** ***************************************************** Please simply send a check, as the Better Business Bureau advised me to close my chec
  
  
  *********************** Wed, Sep 13, 7:42?PM (3 days ago)
  
  ---------- Forwarded message --------- ********************** <************************************************************************************> Date: Wed, Sep 13, 2023 at 2:40 PM Subject: Refund To: *****.
  
  
  *********************** Fri, Sep 15, 2:03?PM (16 hours ago)
  
  ******: When can I expect my $100 refund to be sent? ************************** ********************************************** ************
  
  
  Mail Delivery Subsystem Fri, Sep 15, 2:03?PM (16 hours ago)
  
  Address not found Your message wasn't delivered to ***************************************** because the address couldn't be found, or is unable to receive mail. LEARN MORE The
  
  
  ***********************;<***********************************> Fri, Sep 15, 7:33?PM (10 hours ago)
  
  
  to Customer
  
  
  
  
  
  
  
  
  
  
  
  ReplyForward
  
  
  NOTE: *************************' email address close, ONLY VANS....CLAIM CAN'T SEN ***** CHK WANT MY NEW ACCT. NW BANK MNGR. SAID NO - ONLY VANS....WON'T ANSWER

  Business response

  09/16/2023

  We have no issues with refunding customer's deposit of $100***PLEASE SEND MAILING ADDRESS***VENMOINFO...CASHAPP INFO **OR ZELLE  INFO ...TO BBB***AND WE WILL GET THIS RECTIFIED

  Customer response

  09/18/2023

   
  Complaint: 20612987
  
  I am rejecting this response because: per advisement of my Bank - **************.  The Manager, *** *************************** advised me to have only *** Lines Moving & Storage to send a paper check as the aforementioned apps are attached to my old checking account & it was necessary to close that account and create a new Checking Account after speaking with Manager *************************,from the company NOT TO CASH THE DEPOSIT after I read a myriad of negative reviews online.  She cashed it anyway well within the 48 hr. window $100.  Manager *********************** then changed her e-mail so I could not communicate with her.  I spoke with a multitude of supposed 'company employees' in attempt to resolve this matter, & continued to call my phone number asking, "is this ***********************? "I did not say, "yes."  I said, this is *********************** or you're speaking with ***********************, what is this regarding."  *********** employees would immediately hang up & then I'd call back no one would answer.  It is reasonable to ask for a paper check refunding, me, ************************** at *********************************************; 16502.  I trust ************** & their respective Corporate Headquarters not to give Only *** Lines Moving & Storage further associated access to my accounts.   THEY SIMPLY NEED TO WRITE A $100 PAPER CHECK, SEND IT TO MY AFOREMENTIONED ADDRESS, NORTHWEST BANK WILL THEN CASH IT!  PLEASE ADVISE. 
  
  Sincerely,
  
  *************************

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

  ****, **  16502

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

   

  Business response

  09/22/2023

  Thanks for providing the address needed . Billing will issue customer a check within 7 days. 

  Customer response

  09/27/2023

  My Bank Manager, ********************************** advised I have the ********************** sign my original summary, Only Vans Moving & Storage has over 300 complaints, cashed my $100 check when Only Vans Moving & Storage, Manager, ************************* said she wouldn't since I cancelled within their 48 hr. clause (less than 12 hrs.) she then closed her e-mail, phone, as the other former complainants experienced, then kept having multiple people call my home asking if this is ************************  Instead of stating, "yes" I'd state "this is *********************** or your speaking with ***********************" and they'd hang up, call back, hang up, call back.  I'm going to follow my Bank's advisement, 1st.  They may be just trying to close the case & not refund my &100, as they have for 100's others.  ************ has proven to me and many 100's of other clients.  They can't be trusted.  They keep asking for my address - they've had it for weeks.

  Customer response

  09/29/2023

  Please find the attached ****, ** Police report regarding $100 check.  I'll also be reporting to ICE3.gov due to the large number of (over 300 complaints) and the similar pattern of fraud.  The second attachment is a copy of my check cashed on the 10th by Manager ************************* of Only Vans Moving & Storage on the night I spoke with her.  I cancelled in less than 48 hours, as per agreement for the (12 hrs.).  Only Vans Moving & Storage has had, per proof of the attached check cashed, my home address for 19 days.  Only Vans Moving & Storage needs to provide a paper check to my address & provide a copy of the check number, prior to sending.  Once I receive the check & is successfully cleared by ************** I can close the case with the BBB, ****, ** ************ & **************.   Sincerely,  **************************

  Business response

  09/29/2023

  The customer was provided a tracking number via text on 09/25/23 . The ****************** issued a refund check for $100 .

  Customer response

  10/05/2023

   
  Complaint: 20612987
  
  I am rejecting this response because: My Bank Manager, ******************** of ************** recognized & confirmed with ********************* that I was sent a 'washed' check; therefore, Only Vans Moving & Storage,Llc committed wire, mail, & check fraud.  These crimes should be taken seriously & thus Only Vans Moving & Storage, Llc still owes me a 'legitimate' refund.  Only Vans Moving & Storage, Llc needs to send a legitimate check that can be cashed to refund the $100 check they still owe.
  
  Sincerely,
  
  ***********************

*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. ↩