![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforOne Call Move
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
One call move is a moving company in Charleston sc that can be contracted directly or through U-Haul or other moving assistance. I booked 2 helpers for 2 hours. Upon discussing with the owner - he requested I book an additional hour to account for flights of stairs which I had 3. It was my understanding that I was booking the additional hour to account for the time it will take to go up and down the stairs. He did not specify that it was a non refundable stair fee. After the helpers came and completed the job it only took half the time - 1.5 hours even though I paid for 3 hours. I requested a refund of the money for the time and the owner, mark refused. Stating that the movers have already been paid and there’s nothing he can do. it’s my fault for not understanding the terms. It’s a stair fee thay everyone pays. I explained that this is poor customer service and poor business practice.Business response
06/23/2023
One Call Move LLC
Hey Miranda, I see you have a complaint on the stair fee. I send the same text or tell all my clients the same thing. Our first flight is free. When it’s 2 or more flights then we tell them about the stair fee. Since they booked through uhaul, I follow uhaul policy according to mine as well. When I’m booked through uhaul, I can’t personally charge you. It would have to be through the uhaul site I was booked from. But when it’s on uhaul, we ask to add another hour for the stair fee. Since we can’t Zelle it or anything. Cause that’ll be breaking the rules with uhaul. All my clients have had no problem and they had understand. All you booked with us was 2hrs plus the stair fee. If there was any concerns before then you could’ve canceled and went with different movers. I tell all my clients about the stairs ahead of there move to book another hour through uhaul if it’s 2 flights or more for the stair fee. I even have text messages of me telling all my clients the same thing. Are movers got paid for 2hrs plus the stair fee to account for the 3 flights of stairs. If there’s any more questions, I’ll gladly answer them.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
7910 Crossroads Dr Apt 10K
North Charleston, SC 29406-9445
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.