ComplaintsforOne Way Van Lines LLC

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  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

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  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

  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

  09/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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!

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29th I hired ************** to do my move from VA to GA they were a broker who then hired one way van lines to complete the Move. My stuff was picked up by one way van lines on August 12th 2022 They were a little late arriving but did pack my stuff reasonably quickly even with noone on the crew speaking very good English. Freedom movers told me I should expect my stuff in about a week. On the 15th of august I got a estimate quite for the remaining balance. On the 19th I reached to Kevin via email who sent me the last estimate for where my stuff is got no response. I also reached back out to freedom movers, and they were also surprised my stuff had not arrived yet. After speaking with Freedom movers back and forth till Aug 23rd I reached out via one way's website to them. I got a response from Asia Adams saying they had been trying to get a hold of me which I received no calls or emails during this time from anyone but freedom movers, They told me they did not have my delivery address which was also not accurate freedom movers sent out the second estimate on august 9th which had a slight change to the price as well the final delivery address. Since One way did change the price not the address with their own system this is completely a one way issue. After a few email exchange between myself and Asia Adams about my delivery I was left with the average of 10-14 business days and that DOT gives them 30 days to move my stuff which is also inaccurate. I did not receive any further correspondence from one way van lines till the 6th of September finally telling my stuff was scheduled to be delivered that day between 3-6 pm. At 5pm I got a call from Asia asking if it it could be reschedule for the following morning which I said no to they finally reached my new address approx 715 pm Sept 6th, The delivery guys did leave all the tape trash in my front yard. I asked about a discount numerous times due to the delay and got no response.

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/09/13) */ Dear Mr. ********, Yes we did take this job from a broker and we did pick you up on the 12th of August. We were not informed of any delivery requirements, except that it was a standard pick-up in VA and delivery to GA. Please contact the broker and discuss what was promised regarding the delivery after one week. DOT advises that there has to be a reasonable delivery time frame for each customer, and it does not specify a period, we do offer 10-14 business days as an estimate for delivery to GA, but due to the timing of your move during peak summer time moving, we have delivered you in a reasonable time frame as stated by the DOT official website. The carrier who delivered you was asked by Asia if he could please facilitate the delivery as soon as possible and yes he went out of his way to deliver you on a day where he had two previous deliveries, and yes he arrived late in the evening but you received your items a day earlier. I apologize about the tape and packing materials that were left for you to dispose of but it does state in the contract that this will be the customer's responsibility. Please speak to our customer services department (I will ask them to call you) and they will organize for a claim from to be sent to you and you can mention the late delivery and the discount you require, our claims department will review the claim and offer a settlement. Consumer Response /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am declining this response One for the fact I don't trust you to get in contact with me through any other means besides here. Two I don't see how three and half weeks to get things from VA to GA is considered reasonable it wasn't reasonable by to freedom movers. I reached out to you multiple times through this whole ordeal and got no response asked for a discount before the move was even completed to which again I got no response. I emailed about where was my delivery to kevin the billing manager and got no response. After the 23rd of August getting two emails from asia about not having my delivery address which is between you and freedom cause they said they supplied on the 9th of August with the second estimate and I was never asked after for the address even you said you reached out to me numerous times I never got one call. When Asia emailed in response to my email I sent the morning of the 6th the response was it was scheduled to be delivered between 3-6 pm that day the fact that you guys scheduled too many deliveries for one day is your issue not mine I don't consider that to be a day early when Asia called me at 5 pm asking to move it to the next day and I refused because I had work the next morning and already took off early from work for the 3-6 time frame I was given. The trash being my responsibility is fine if you give me the trash to take care of not just leave it in my front yard and not say a word. You have shown me nothing but poor communication and poor service and even by your 10-14 day standard for a move to ******* you were late . you can offer me some type of reimbursement through here and I will choose to accept or decline it but I don't trust you to respond to me through any other means. Business Response /* (4000, 9, 2022/09/19) */ Please contact your broker and discuss with them their promise for delivery after one week. You have booked a standard service and didn't purchase expedited delivery or date guaranteed. Therefore your shipment has been transported under reasonable dispatch. DOT advises that there has to be a reasonable delivery time frame for each customer, and it does not specify a period, we do offer 10-14 business days as an ESTIMATED delivery time period to GA, but due to the timing of your move during peak summer time moving, we have delivered you on the 16th business days, and in a reasonable time frame as stated by the DOT official website. The claims department sent you a claim form in regards to the reported damages, and as soon as you file your claim, it will be diligently processed. The very important detail here is that once you have given us your first available date for delivery/FDA/, after this provided by you date, you should always be available at the address or have someone there on your behalf. It is not alright to say I cannot accept the delivery without accepting the financial consequences that go along with that. But as we assisted as much as we could on the delivery, you were saved from these expenses($500 overnight fee/ $150 per hour waiting time or delivery into storage because no one is at the delivery point, with redelivery fees and storage costs.) Consumer Response /* (4200, 11, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off as stated in the contract with freedom movers they are not responsible for any delays that is to be taken up with the brokered moving company which is your company. I don't see how you figure you delivered in 16 business days? You picked up my stuff on August 12th and delivered on Sept 6th where are you getting if you are talking Monday - Friday as business days that's false since you loaded the truck that delivered to me on a Sunday meaning you were working on a Sunday making it a business day. Third I replied to the claims dept email as I stated here I have no loss or damaged merchandise my only complaint is with the amount of time it took to deliver and the lack of communication. And Finally I made myself available when I got the information about my delivery window mind you that being the same day, To call and try to change it the last minute of the delivery window was not acceptable. You didn't save me anything you failed to provide a service that your business is providing you failed to correspond with either me the customer or the broker company on delays or issues with delivery timeline. When you loaded my stuff on the truck neither I was informed nor was Freedom Movers that it had been loaded and prospective delivery date. If I had not emailed that morning I doubt you would have even told me my delivery was coming. DOT takes into account with their window of cross country moves it isn't listed by distance it's for overall. SO if you think taking over 3 weeks to deliver a load from VA to GA is reasonable I can't imagine how long it would take you to deliver a true cross country move. I do not accept that this was reasonable in anyway. Business Response /* (4000, 13, 2022/09/23) */ The ESTIMATE from your broker may say they are not responsible for any delays. And the broker may have told you to expect your delivery in about a week. This played a big part in your dissatisfaction with us, your mover. We unfortunately were not informed of any delivery requirements, except that it was a standard pick-up and delivery to GA. Bear in mind DOT advises that there has to be a reasonable delivery time frame for each customer, and it does not specify a period, we do offer 10-14 business days as an estimate for delivery to GA, but due to the timing of your move during peak summer time moving, we have delivered outside of that estimate but in a reasonable time frame as stated by the DOT official website. The Delivery window starts from your FDA date, in this case, we spoke to you and you gave us the date 8/15/22, so counting business days from this date forwards to the 6th Sept gives us 16 business days. The delayed delivery claim form, in this case, will not be utilized because delivery was performed within a reasonable time frame as stated on the DOT website. Once you give your first available delivery date, you are obligated to be available at the delivery location from that date moving forward, or have someone else accept the delivery on your behalf. Changes to delivery times and dates do happen due to unforeseen circumstances such as delays or changes from other customers included in the same long-distance trip. Consumer Response /* (4200, 15, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well Considering the Estimate from the broker is what was used to charge by you the movers, and the fact that you the movers did not correspond reach out or tell me anything about my move besides two emails after I reached out through your website. Tells me you the movers are the problem and not the broker. Two business days are counted as days when business is conducted knowing that your moving company loaded my good on a Sunday to deliver on Tuesday would make your established business days of Monday through Friday a faux which means from the 15th of August to the 6th of September is still 3 weeks for a two day driving time delivery. Your company could have avoided all this with just being honest but to know my stuff sat in some warehouse in Virginia frame August 12th till Sept 4th tells me you don't know how to plan accordingly or you took on too many jobs in the same time frame just trying to make extra money. And like I said before I made myself available in the time frame I was given on the 6th to say that it was early is also false that is what Asia told me and then to try ask me to be available the next morning instead after just moving here and having a new job is unreasonable to try to ask my employer for time off two days straight because your company can't figure out when they will actually deliver my stuff. Third if the delayed delivery is not being used then why did your claims dept send it to me? I really don't understand where it is considered reasonable to take over two weeks for a move from VA to GA. Cross country sure but you are just trying to exploit a loop hole. Business Response /* (4000, 17, 2022/09/30) */ We have explained our position on the use of business days and that DOT says delivery should be within a reasonable time frame there is no period mentioned. To be courteous and explore all compensation avenues for you we sent the delayed delivery compensation form and the claims form, please fill out the information you fish our claims department to review and in due course they will respond with a settlement. Consumer Response /* (4200, 19, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand your position as you are justified in all what you did. However I don't agree with it at all Your company failed to communicate. Which is something that DOT mandates. Your Company believes even 16 days is a reasonable time for a for a 691 mile move which could be completed in two days. Even the broker company was not happy with your performance on this move or your lack of communication with them. You need to do better to resolve matters with clients and business partners.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My belongings were picked up on After my belongings were picked up June 14. I told the movers and wrote on the paperwork that my first delivery date was supposed to be June 20. I received a call from One Way on June 21 asking when my first possible delivery date was. I told her that I gave the movers the information as well as writing it on the paperwork I signed. She said she looked and didn't see anything showing a date. The paperwork from One Way is misleading because it says it will be delivered up to 20 days. I received my belongings 34 days later. I had called On Way multiple times and never got an update besides that they were still working on the route. My belongings sat in a warehouse for weeks and no one could give me an answer or some sort of delivery date range. My paperwork with the broker says that if the delivery takes over 30 days, the shipping company is responsible to pay compensation after the 30 days. When I got a call on the 32nd day, I asked about some sort of discount or information on a refund based on the contract I agreed to and signed. The person said that no, there was no discount or credit for being beyond 30 days. The movers did not follow what is stated in the agreement as far as bringing stuff to the location they need to and setting anything taken apart back together. I had a kitchen table that the original people took apart and they never put it together. They just stacked everything in my living room without bringing to any rooms. Many boxes were damaged and a large TV completely smashed in. After I got my stuff, I tried calling One Way to get information about reimbursement after 30 days and information on getting insurance information for the damaged items. I have called 3 times during their posted open hours of operation, and no one picked up. I have not been able to get a hold of them. I did receive an email a couple of days ago saying that they never guarantee any delivery timeframe and are not required to pay anything.

  Business response

  10/25/2022

  Business Response /* (1000, 5, 2022/08/30) */ Apologies that we did not meet your expectations. We confirm that we did pick up on June 14. June 20 is recorded as your FDA in our records. The BOL for our company One Way Van Lines does state an estimated 21 business days for delivery, but in the same paragraph a little above your quoted text, it does say standard delivery is up to a maximum of 30 business days. When you contacted us we always gave you the best advice we had available regarding your delivery, as the summer season was in full swing we advised delivery in 21 business days. then as it became obvious that we had not acquired a trusted partner to complete the delivery on our behalf, we stated 30 business days. The DOT website states delivery within a reasonable time frame /reasonable dispatch/, and because of the timing of your move during peak summer time conditions and the availability of the transportation we were able to secure through our dispatch department, the delivery was made in a reasonable time under the circumstances. We are aware that you claimed boxes were damaged and a large TV completely smashed, and we have sent you a claim form and that claim is in progress. We are not going to leave things without being just and fair, so to this end, we will process the delayed delivery claim form, which was also sent to you. Consumer Response /* (3000, 7, 2022/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is correct that the paperwork says up to 21 days and also up to 30 days. I did not get my belongings until 34 days after my first delivery date. This is beyond the contracted agreement. I was also not told that a 3rd party would be handling my items. This was not disclosed anywhere in the paperwork. I do see in my paperwork that it says anything after 30 days would be reimbursed by the movers. If your business that was paid to move my stuff, I would like the name and DOT number for the "partner" you used that had possession of my belongings. I have not received any emails about updates or anything on a damage claim or delayed delivery claim either. Business Response /* (4000, 10, 2022/09/06) */ We understand you are claiming delivery after 34 days, and we will process the delayed delivery claim form when received. I have double-checked and both loss and damage and delay delivery claim forms have been sent on 08/22 to the email provided. We apologize that you were not verbally informed that a third party might be involved in your move, but it was mentioned in the BOL and your estimate from the broker. I checked and we cannot provide the DOT number for the "partner" we used. They will have provided you with contact details upon delivery (paperwork and phone numbers) and you can contact them directly and ask for any information needed. Please check spam or junk folders for these emails. Consumer Response /* (4200, 12, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not "claiming" the delivery was 34 days. It is a fact. When the movers came, the only paperwork I got had One Way Van Lines at the top of the paperwork. I see nothing else that has another companies information. If there is another company, I think they are required to be registered with the department of transportation. It is concerning that the paperwork from the pick up was not communicated to your office. The first available date was listed and highlighted by the movers on the One Way Van Lines paperwork and when I got the call to ask about the first available day, the person I talked to stated she had no information for that). Now, you are claiming that another "partner" you used doesn't even have DOT information identifying them. At this time I will not be completing the damage claim as per the email you sent states if I would get anything it would be $0.60 per pound. Your email clearly states that you are not required to give any payment and given the quality of customer service and lack of information that can be provided, I doubt I will get anything that is of actual value. I have submitted for the delayed delivery. I hope we are able to come to a conclusion of something reasonable given the service I recieved from your company. Business Response /* (4000, 14, 2022/09/13) */ We apologize if we made some error in trying to communicate with you regarding the late delivery. The claims department received your late delivery form on 09/09/22, and they will assess the case individually and will respond within the allotted time frame, offering a settlement. I urge you to enter the claim form for losses and damages as well because once again the cases are looked into individually by the claims department. All claims you make will be diligently processed by our claims department. The loss and damage claim form was sent to you on 08/22/22 and resend again today. The third-party delivering company will have provided you with contact details upon delivery (paperwork and phone numbers), and you can contact them directly and ask for any information needed. Consumer Response /* (4200, 20, 2022/09/24) */ I have filled out the information requested by One Way Van Lines and no one has even responded. I have been lied to and this company has just told me to wait without any response or resolution. I believe it is just so this claim will close and they can be done with dealing with me. All paperwork I have says either New Leaf or One Way Van Lines and One Way Van Lines is denying they even had my possessions and refuse to tell me who did. Business Response /* (4000, 22, 2022/09/27) */ The claim of Miss Thomsen has been successfully received and acknowledged by the claims department: Claims One Way Van Lines <******@onewayvanlines.com> Wed, Sep 14, 3:39 PM (13 days ago) to Angie Dear Miss Thomsen, The delayed delivery claim form is well received. It will be processed and you will be notified immediately upon the settlement release within 30 days. Thank you. Regards The deadline for the settlement release is October 9th.

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