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:07/10/2023

  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.

  Dear Better Business Bureau,I am writing to file a complaint against One Way Van Lines LLC regarding a settlement case. Although the previous case (Case #********) has expired, I am now initiating a new case to address the ongoing issue with the company.The primary concern revolves around the agreed-upon settlement amount, which the business claims to have sent via check. Unfortunately, we have not received the settlement check as of yet. In an attempt to resolve this matter, I specifically requested the nullification of the previous check and requested a reissuance with a tracking number for secure *********** my disappointment, One Way Van Lines LLC informed me that opting for a tracking number would incur an additional fee. I find it unjust to burden the receiver with such an expense, especially considering that the sender failed to provide any tracking number or verification for the initial delivery.Since conveying my concerns, I have not received any further response from the company. Despite my efforts to reach out, the last communication I sent to them remains unanswered for a duration of 8 days.I am seeking assistance from the Better Business Bureau to address this issue promptly and ensure a fair resolution. I kindly request your intervention to facilitate the nullification of the previous check and secure reissuance of the settlement amount with a proper tracking number at no additional cost.Thank you for your attention to this matter. I look forward to your prompt response and the resolution of this dispute.Sincerely,Jaden

  Business Response

  Date: 07/25/2023

  A new check was scheduled and it should be with the customer by the 27th of this month.

• Initial Complaint

  Date:06/01/2023

  Type:Customer Service 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 contracted with moving company (landmark moving out of FL) specifically chosen as a veteran owned business, who outsourced us to One Way Van Lines for moving and storage! Insurance was discussed and we were advised, unless catastrophic issue, we would have professional moving and storage and basic would cover. We were not advised that movers would be incompetent! Basic moving process was not followed e.g., rugs not wrapped and covered, furniture not fully blanketed, no slip sheets between dishes, no individual coverage of decorative items. One way has all pictures and documents associated with claim. Compensation from them not close to acceptable. Total loss $5231. We were offered $249

  Business Response

  Date: 06/08/2023

  Your claim was determined based on the weight of your items, and based on the value protection chosen.
  
  As per the DOT rules and regulations, the compensation amount is $0.60 cents per pound per article. You can outline the disputed weight of the particular item if you do not agree with it. The estimated weight is based on the AMSA (American Moving & Storage Association).
  
  The amount can't be determined based on the value of your items nor the repair cost, due to the fact that full value protection was not purchased by you before the move. We provided amount based on the weight of the items and according to FMCSA rules and regulations. Since the customer was not happy with the amount, we also provided information for arbitration on 1st of June. 
  
  

• Initial Complaint

  Date:02/15/2023

  Type:Delivery 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 have been lied to from the getgo. They said it would be 3k for the move. They said the movers would call us 1 hour before they showed up. Movers called us 20 minutes before showing up. They told us it would be 6k to move. We were told 3-5 business days we should expect our things. Called at 5 business days, got told 5-14. Called at 14, got told that we would get a partial refund. Got told that our shipment was loaded and headed our way, then got told the loaders lied and they were not coming until the next week. A month without our things we got told the movers had loaded and would call us 24-48 hrs before they arrived. They called us three hours before their ‘expected’ arrival. Told us 6, showed up at 10 pm. They are throwing are things. Won’t take stuff upstairs. Found out we don’t get a partial refund because it’s 21 business days, and we had been lied to the three times we had communicated before. We were told the movers would be the same who picked up and delivered. They were not.

  Business Response

  Date: 02/23/2023

  We are not able to find such a client in our system with the personal details provided. Some further information is needed to confirm if we were the one doing the move for her.

• Initial Complaint

  Date:02/07/2023

  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.

  Regarding previously filed BBB Complaint (formerly Case ID *********, new Complaint Number - ******** I was promised a check ($180) from the business within 45 days. That time has lapsed and Ive still not received the check. The business doesnt respond to emails/ calls either. This is mental harassment and highest levels of unprofessionalism shown by the business. I request that my check with the agreed upon amount be given to me at the earliest.

  Business Response

  Date: 02/14/2023

  The check was initially scheduled for 1/20/2023, however, due to a clerical error, the check was sent to the wrong address. We notified the customer regarding the situation, and we confirmed via email that a new check was sent. We've discussed this over the phone as well. We would never avoid any type of correspondence, and we did everything we can to correct the error and the new check was scheduled. The customer should receive it within a week.

• Initial Complaint

  Date:12/29/2022

  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.

  One Way Van Lines took over my move from West Virginia to Ohio. I was told by 2 different employees my pick-up would be on the 28th & corrected my address during both calls. I hadn't gotten a time by the 27th so I called & was told pick-up would be on the 30th even though it was explained repeatedly id be gone that day. They moved me to the 29th & were sent to the wrong address. At least 1 of my items was damaged that day. The driver was not sent an updated estimate. So he initially tried to charge me a fee I had already paid. Luckily I had a copy of the payment on my phone, paid via Zelle in front of him. On the 30th I get another call saying my payment hadn't gone through. I was asked to cancel & resend the transaction, which I did. When it didn't go through again I was threatened with a late change even though I explained my bank may have put a hold on it. On the 1st I received an e-mail about the payment so I reached out to my bank, the payment cleared BEFORE the e-mail was sent, a second attempt to double-charge me. During these calls & on the contract I said my first available delivery date was the 1st. On the 2nd I received a call asking about my delivery date which was then recorded as the 2nd. That's also when they told me instead of 7 days (what I was originally told) they had 10-14 business days. Something I could have accommodated had I been told upfront. I was told delivery would be 13th between 2 & 4. I got a call on the 13th confirming & telling me more of my stuff had been broken. Then no one showed or called. The next day I was told; the driver no call no showed, the driver called out sick, & the truck broke down. It is impossible for all 3 of those things to be true. I was told my delivery was moved to the 18th. I call in to confirm the 17th & I'm sent an email (which didn't happen the 1st time). I was blown off again & got my stuff on the 19th. Every single piece of my furniture was damaged. Including a large cabinet that is now almost unusable.

  Business Response

  Date: 01/06/2023

  Dear Miss Davis, thank you for reporting your damaged household goods. We alerted the claims department and they have sent you the claim filing information and a claim form. Please fill in and file your claim and it will be processed with due diligence.

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was sent a claim form but doubt it will be processed by the 15th which is the deadline for my response.

  Business Response

  Date: 01/23/2023

  Dear Customer, The damages to your household goods must be reported to your moving company. A claim for Loss and Damage must be filed within 9 months of delivery for international or interstate moves. Federal regulations allow up to 120 days for claims to be offered settlements or denied. The very fact that you received all needed to file a claim, means that your complaint will be handled officially through the claims process. The carrier shall not be liable for the loss or damage of goods tendered unless a claim is made.

  Customer Answer

  Date: 01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issues here clearly go beyond just damaged furniture. But I would also like to make you aware that I e-mailed the company that made the severely damaged cabinet (Dreambox). Attached are their responses showing how much will need to be done to fix it. Along with the video I sent them showing the damage. The crack in the left side of the table goes all the way through the wood.
  See Attachment/File: Dreambox damage e-mail 1

  Customer Answer

  Date: 03/10/2023

   
  Complaint: ********
  
  I am rejecting this response because

  The issues here clearly go beyond just damaged furniture. But I would also like to make you aware that I e-mailed the company that made the severely damaged cabinet (Dreambox). Attached are their responses showing how much will need to be done to fix it. Along with the video I sent them showing the damage. The crack in the left side of the table goes all the way through the wood.
  
  Sincerely,
  
  Amy *****

  Business Response

  Date: 03/16/2023

  The customer filed her claim and as per Federal regulations, the process can take up to 120 days for claims to be offered settlements. On the 28th of February, we sent her an email explaining that the claim is currently in process of review and evaluation, and once there is an update, she will be notified immediately.

• Initial Complaint

  Date:12/29/2022

  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.

  This company lied about timelines for my move and dodged my calls as soon as my first payment went through. Delivery was late and they kept pushing back dates with horrible updates. They didn't deliver all my things and even broke some things. -office chair wheels broken -bedframe chipped -bedframe missing pieces -missing glass dining table centerpiece -broken pictureframes -wrapped the rest of the dining table in my blanket and punctured holes all over it

  Business Response

  Date: 01/06/2023

  We don't have a customer profile under the name of ************************* in our database. The phone number and email address also don't correspond to another customer profile. We are requesting additional information to identify the actual owner of the complaint. Thank you in advance.

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This is regarding the following mover: One Way Van Lines LLC US DOT No: XXXXXXX ICC MC No: XXXXX The move was scheduled for 6/12/2022, and we paid around $4500 (originally quoted for $3875.46, but additional amounts were requested during the process) for the move. The shipment finally arrived on 6/28/2022. However, many of the items were damaged. The damaged items include: - Refrigerator - Washer - Dining Buffet - Acoustic Guitar

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 7, 2022/12/08) */ After the customer reported the damages to the household goods, the claims department provided him with a claim form and all the needed information to file a claim. The customer filed the claim in a timely manner and after the process of evaluation, the claims department provided him with a settlement offer which currently awaits his approval. Consumer Response /* (3000, 9, 2022/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim department refused to reimburse two items on faulty justifications. Please see the attachment for their response. Here's my response to the business: Thanks for providing the information. We'd like to dispute the settlement. First, if you review the attachments of the original claim, you'll notice that there are two pictures with the prefix "washer." These are the pictures of the broken shock absorbers of the washer (https://www.lg.com/us/washers/lg-WM9000HVA-front-load-washer). A shock absorber is a critical component that sustains the weight of the drum of any front-load washer. When the drum sinks due to the damage to the shock absorbers, other critical components are damaged such as the wiring, hinges, gaskets, etc. We claim that these absorbers were broken during the move and ask for a reimbursement. We can also provide you with the receipts of the repair cost (labor + parts more than $200) if it helps. We just want to emphasize your conclusion that there are "no pictures supporting the claim" is simply not true. Also, we noticed you marked down the settlement amount for the refrigerator due to it affecting the appearance only. Let me assure you that appearance is one of the leading factors why many consumers pay significantly more for premium appliances. The exact model of the refrigerator is Samsung RF28JBEDBSG(https://www.samsung.com/us/home-appliances/refrigerators/4-door-french-door/28-cu-ft-capacity-4-door-french-door-food-showcase-refrigerator-black-stainless-steel-rf28jbedbsg-aa/) which cost $3,000 at the time of purchase. The replacement of the handles alone costs more than $250 (parts alone see http://www.samsungparts.com/Products/Parts_and_Accessories/PID-DAXX-XXXXXD.aspx?model=RF28JBEDBSG/AA and http://www.samsungparts.com/Products/Parts_and_Accessories/PID-DAXX-XXXXXD.aspx?model=RF28JBEDBSG/AA). And, we have pictures of the scratches on the refrigerator door as well. Finally, I'd like to remind you that the guitar damaged by the delivery is a Martin D-28. Settling the damage of a $3,000 guitar for a meager $8 is not justifiable to any rational mind. However, I'm respecting the contract that the reimbursement is calculated per weight of the item. And, I hope you do the same (you are welcome to reimburse the repair cost as an alternative). ) Business Response /* (1000, 18, 2022/12/27) */ Dear Mr. ****, your settlement amount dispute has been received and acknowledged. If you are not satisfied with the results of your claim, you may dispute the offered settlement by sending supporting documents and/or photos. Your claim and all supporting documents will be reviewed by the senior adjuster, however, in order to be properly processed, the claims department requested additional photos to support your dispute. Once they receive the requested photos, your dispute will be processed and you will be notified upon the release of the disputed settlement. Business Response /* (1000, 21, 2023/01/03) */ Dear Mr. ****, your settlement amount dispute has been received and acknowledged. If you are not satisfied with the results of your claim, you may dispute the offered settlement by sending supporting documents and/or photos. Your claim and all supporting documents will be reviewed by the senior adjuster, however, in order to be properly processed, the claims department requested additional photos to support your dispute. Once they receive the requested photos, your dispute will be processed and you will be notified upon the release of the disputed settlement. Consumer Response /* (3000, 23, 2023/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has asked for additional proof. And, I have included them in the response. I am still waiting for their reimbursement. Content of their last email: > In order to re-evaluate your claim case, the senior adjuster requested additional proof to be provided. Please provide photos of the claimed " Dents and scratches around the surface." for the washer. Please also provide photos of the whole damaged item for both washer and refrigerator. I have not included a photo of the whole damaged item for the washer since the damage was internal, and the item was repaired in July by a technician. The photo of the broken component (shock absorber) was included in my original request. Business Response /* (1000, 27, 2023/01/17) */ After we have received the requested additional proof to support the dispute, we have sent the information to the senior adjuster in order for the settlement to be reviewed. The senior adjuster released the adjusted settlement amount based on the documentation provided, and the customer has been notified. The customer accepted the adjusted settlement amount, and he will shortly receive the settlement agreement to be completed, in order for the check to be scheduled. Consumer Response /* (3000, 29, 2023/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I rejected the proposal due to a clause that prohibited me from expressing my thoughts about the company on social media. I have requested that the clause be removed. Business Response /* (4000, 31, 2023/01/23) */ The matter has been resolved and the customer has received the correct settlement agreement. We've explained to the customer that by mistake we've sent an outdated file.

• Initial Complaint

  Date:11/15/2022

  Type:Billing 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 Way Van Lines is the most unprofessional company I have come across with no customer empathy. They mis-charged me and even subcontracted without my knowledge. In fact, Landmark Moving & Storage (another fraud company) had sub-contracted to One Way Van Lines, again without my knowledge or consent. One Way Van Lines lost a lot of my goods and even damaged items, worth a few thousand dollars! The shipment itself was delayed by several days and their customer care had no idea whatsoever. I must have sent them more than 2 dozen emails! They have not processed my claim yet (it's been 110 days now since I formally submitted my claim and about 130 days since I first notified them of the lost items and damaged goods), and don't even have the courtesy to respond to emails or even answer phone calls. I need to be compensated for the damages and lost items (everything was sent to them via email in detail in the claim form) as well as for the mental harassment and trauma I've been facing due to them.

  Business Response

  Date: 11/24/2022

  Business Response /* (1000, 7, 2022/11/24) */ Dear Mr. ********, the deadline for your settlement release is 11/24/22. The settlement offer has been sent to you. Please review and respond to the claims department. Thank you for your patience. Consumer Response /* (3000, 14, 2022/12/29) */ It has been over 4 months since I filed my claim and I've still not received any settlement amount. Additionally, I was offered much lower (which I have not received yet) than what I had filed a claim for since One Way Van Lines misplaced my items and caused damages to my goods amounting to over $5000. Business Response /* (4000, 16, 2023/01/03) */ The settlement amount has been offered to the customer and the customer approved it. The check has been scheduled by the accounting department and the customer will receive the agreed-upon amount, keeping in mind that the check processing may take up to 40 days.

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 July 24, 2022, One Way Van Lines of Maryland came to Randolph ***** to package and pickup up my furniture from a warehouse. All new furniture were in boxes unopened and boxes not damaged. All other furniture was bubble wrapped and wrapped in blankets for protection prior to being moved. Company also wrapped additional furniture in blankets. The Furniture was transported to a warehouse in Baltimore until delivery date to 2884 Hatchers Run, Leland NC, XXXXX on September 28, 2022. I was at both locations to see furniture leave and arrive. The furniture was packed neatly and free of damage while in Randolph. A total of $6,876.38 US dollars was given to the company. The company committed to safe delivery and on time to which property was damaged/ destroyed and several items stolen; also, delivery was late. The company upon delivery dropped several bins and boxes off the truck causing many dishes, glasses and other fragile items to break in front of the new house. I also observed many items coming out of the truck damaged and unwrapped as I observed the items being neatly wrapped in Randolph ***** All brand-new pieces of furniture in unopened and undamaged boxes came off the truck open and destroyed/ mangled boxes. Items stolen were a five-foot stone vase, new Samsung surround system, tv swing arm mount, small wooden statues, new balance sneakers, Pepper Palace, hot pepper large containers, and various small items. High priced items damaged/ destroyed, Legacy Pool table, GF Clock, wooden tree table, power washer, audio equip, spectator chairs, weight rack, stone wall pieces, washer and dryer, end tables, adjustable bed, new bar, new bedroom set, new freezer, many dishes/ kitchens ware, The company will not return any of the many calls and emails sent to Mr. Alex Cooper, Co-Owner. Photos of all damaged and stolen furniture were sent to Mr. Cooper, no response. I do have check numbers to all checks and money orders that were signed over to the company.

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/08) */ Dear customer, we did pick up in Massachusetts in July 2022 as you stated, and we carefully bubble-wrapped delicate items and wrapped them in moving blankets, and the bigger furniture pieces for their protection prior to being moved as you noted. We agree with your statement that the furniture was packed neatly at the pickup address in MA. And yes you paid a broker $1130.97 and then you paid us $6,876.44 for the move to North Carolina The delivery schedule for a standard move MA - NC is given as an estimation and can change, so apologize that we didn't meet your expectations with the timing. We apologize also if it is true, that the movers dropped several bins and boxes off the truck causing many dishes, glasses and other fragile items to be damaged, I am sure that this was not intentional. This damage could have been fully covered by third-party insurance, we did offer you the chance to take out insurance in an email sent to you on 7/22/22. About the items emerging from the truck unwrapped and open, this seems not to be the case here, I would say that perhaps the wrapping had become loose but the boxes could not have been opened because they were stored in our warehouse in sealed crates upon arrival from pick up and then loaded directly into the delivery truck from those crates and delivered, which means there was no access to the boxes because they were stacked into the truck. Also the items you say were missing are not recorded in your inventory and the damaged items also are mostly not recorded in the inventory received from the broker. Please note items packed by the owner are not covered by the standard valuation coverage that you chose. We empathize with your complaint and we will process your claim. It should be through the correct channel and processed by our claims department directly, not aimed at the operational manager who spoke to you. It was already arranged with the claims department and a claim form and instructions for filing a claim have been sent to you. Allegations of theft can be taken up directly with your local law enforcement officials and if they contact us, we will do everything possible to cooperate fully with their investigation. Consumer Response /* (3000, 7, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I absolutely disagree with One Way Van Lines' response. The person clearly avoids responding to all the photos sent to Alex ****** which he requested. All photos show mangled boxes destroyed furniture to which were NOT in that condition in Massachusetts. The missing items are not made up, I clearly sent photos of what were missing which included brand new items in unopened boxes and items which I clearly described in my initial Email. The person responding failed to mention the many phone calls and emails sent to Alex ****** which were not returned. Alex ****** himself provided his personal number and email for direct contact to resolve this matter. It took the notification from the BBB for a response from the company. Business Response /* (1000, 11, 2022/11/16) */ Dear Mr. *******, the claims department sent you the filing of claim information and claim form but for some reason, you didn't receive it and they resent it again today. Once filed, your claim case will be forwarded for review and evaluation. The claims department is aware of this claim case, now placed on priority status for resolution. Please take your time, give a detailed description of all damages, and attach all photos of the damaged items. Once again, apologies on a behalf of the company for the delay in the process.

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was placed with this mover through ********** ****** and ******** a broker, for a move from OH to SC (416 miles). The broker said the move would take about 5 days, that trucks left for SC every week, but it took ONE WAY VAN LINES from July 10th to Sept 6th to deliver. 58 days! Well beyond the DOT's 30 day limit (even if they only count business days...another total crock since my pick up was on a Sunday). I lived on the floor for 2 MONTHS! One Way lied every week about delivery dates and then when they finally delivered, it was NOT them and they had not told me! They sub-contracted with another moving company who said my stuff was the last of anything in the Ohio warehouse. The subcontractor didn't even have a complete inventory or my things, so they wouldn't know if something was missing. One Way was unresponsive to calls and emails and LIED every time I did reach someone. I spent hours and hours of my time trying to get answers.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/20) */ We have been assigned by the brokerage company to execute your relocation, as a moving company with the resource of trucks and movers. The broker you have booked with may have indicated to you a time frame for delivery, but it was given to us as a standard delivery service to SC. Your initial estimate contained no expedited delivery or date guaranteed service charges, so it was transported under a reasonable dispatch/within a reasonable time frame. We normally advise customers being delivered to SC that delivery would be 10 - 14 business days, but due to a very busy peak summer period, when home relocation was in high demand, we were behind in the delivery targets with some destinations. Not wanting to make excuses about this delivery, because truly you were not delivered as quickly as we would normally have wished. Therefore we will send you a delayed delivery claims form to fill out, and once you return that to us, our claims department will access the claim and offer you a settlement. Sub-contracting is mentioned in all the estimates and contracts involved in your move and it is a standard practice in the moving industry. We also never lied to you, we always provided the information we had to hand, and sometimes that would change, as plans for delivery fell through due to no fault of our own. Consumer Response /* (2000, 7, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response because I want this resolved and the business has said they will send a delayed delivery claim to fill out. A problem I still see is that when a broker says something, they aren't responsible, apparently the moving company is not responsible and the sub-contractor is then not responsible...they didn't even know if they were delivering everything (no inventory list). What if I just wasn't responsible for the payment when they showed up...who looses then? I do."Standard Moving Practice" needs to change, be updated, be modernized and regulated to protect the consumer. Consumer Response /* (3000, 13, 2022/09/26) */ I have not yet received the claim form One Way Van Lines said they would send to me in their response. Business Response /* (4000, 15, 2022/09/28) */ Dear Miss *****, we have confirmed with the claims department that the delayed delivery claim form has been sent to you. Please double-check and inform us if we have to re-send. Consumer Response /* (4200, 17, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I receive the claim form, I will consider this resolved. Can you please tell me how to expect it? I have not received anything in the mail or by email. Consumer Response /* (3000, 20, 2022/10/01) */ I have received the claim and filled it out. One Way should be getting it soon for consideration. Business Response /* (4000, 22, 2022/10/05) */ Our claims department confirmed the receipt of Miss Hyrko claim. This claim case is now in process of reviewing and evaluation. Consumer Response /* (2000, 24, 2022/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I submitted a claim with a reasonable request for recompense. We'll see!