Complaints
This profile includes complaints for One Call Logistics, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:01/21/2025
Type: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 One Call Logistics to get our trailer from ***** to **********. We were never informed with the information of the company they contracted with to do the move. They contacted ********************** out of **********. On they way from ***** to ****** the trailer was hit from behind sustaining $10,000 worth of damage. One Call is not taking any responsibility for the damage as well as GMZ Transportation. We had to get the trailer fixed and the bill for that work is enclosed. We would like to get the $1600 we paid One Call as well as the $10k we paid to get it fixed. We contacted ****************** and they refused to cover the repair bill.
Business Response
Date: 01/22/2025
The carrier offered many times to take the ** to a repair shop however, the customer was not willing to take it anywhere besides a shop of their choice.
The contractor (GMZ) consulted their insurance and got information and confirmed they would gladly take it to get it repaired with a body shop within their network. Unfortunately the insurance company and *** have the right to choose which shop the Sprinter goes to for repairs and the customer denied that shop choice. We worked with the customer and GMZ for a while trying to get this resolved.
Customer Answer
Date: 01/22/2025
Yes, the carrier offered to take the Sprinter out of state. We did not think we would ever see it again.Customer Answer
Date: 01/22/2025
Complaint: 22838093
I am rejecting this response because:Yes, the carrier offered to take the Sprinter out of state. We did not think we would ever see it again.
Sincerely,
***** ********Business Response
Date: 01/23/2025
The carrier is based out of state so there are limitations to which what insurance will cover and what repairs shops insurance works with as well.Customer Answer
Date: 01/23/2025
The carrier told me to just pay for the repairs through my insurance and they would pay me out of pocket. When I told him I did not want that on my insurance, they told me they would tow it to a shop out of state.
Would you let someone who seems totally unreliable take your vehicle somewhere out of state to a shop you do not know?
One Call is the company we had a contract with and ultimately they are the responsible party.
Customer Answer
Date: 01/23/2025
Complaint: 22838093
I am rejecting this response because:The carrier told me to just pay for the repairs through my insurance and they would pay me out of pocket. When I told him I did not want that on my insurance, they told me they would tow it to a shop out of state.
Would you let someone who seems totally unreliable take your vehicle somewhere out of state to a shop you do not know?
One Call is the company we had a contract with and ultimately they are the responsible party.
Sincerely,
***** ********Initial Complaint
Date:05/22/2024
Type: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.
On 05/03/2024 I contacted One Call Logistics to transport our 42Ft Montana 5th-wheel RV from ******* ******* to **********************. I spoke with the manager of One Call Logistics *********************** and explained that I'm a disabled Veteran and that my wife is also disabled and that this was not JUST our *** but our HOME as well, and how important it is to us that it arrives safely and in one-piece. At that point *********************** assured me that they were FULLY BONDED and FULLY INSURED for all and any damages incurred during transport. Well *********************** (One Call Logistics) could not fulfill that order with one of their drivers, I guess, (it was never explained to me why the change), so she subbed-it-out to another transport co., Showroom Auto Transport, whose driver picked-up the *** (05/30/2024), in *** and preceded to drive it under a bridge that was not tall enough for him to pass therefore destroying our home. Well as it turns out Showroom Auto ******************** will NOT cover replacement only NADA **** (actual cash value), which, OF-COURSE, is NO-WHERE near what it would take to replace what they've destroyed.So now *********************** and One Call Logistics, ****************** and Showroom Auto Transport are not taking my calls, not returning my calls, when I've left messages, and refuse to take responsibility for the devastation they have caused myself, my wife and my service dog.*********************** and One Call Logistics didn't even refund the $2450.00 they charged us to destroy our home. This is wrong and companies like these should not be allowed to operate in this country. We can only hope that BBB can make a different in stopping this kind of unfair and deceptive practices.Business Response
Date: 05/23/2024
One Call Logistics is a licensed transportation broker that utilizes contracted carriers to fulfil shipping needs which is explained thoroughly and signed in a contract. This customers fifth wheel was involved in an accident due to a low bridge in north east. The driver and company took full responsibility of this and a claim was submitted right away to ensure fast processing. The claim was approved however, it is not up to the standards of what the client wants and he feels as if he should be getting the purchase price of what the unit was bought for back in 2019. Unfortunately with commercial policies the adjuster and insurance company deem the cash value of the items and make a decision from there. One Call Logistics still rendered services for arranging and delivering this clients fifth wheel travel trailer. The funds the client paid are for the services rendered and are paid to the carrier who now will be utilizing this for an insurance deductible. In no where in our contract or agreements does it state that if your item is damaged that the transportation cost is refundable. The insurance company is handling this from here.
Customer Answer
Date: 06/05/2024
Please don't close this... I did not receive your reply message until today. unfortunately, this whole ordeal has displaced us, and I am unable to go through my email as much as I like, so please don't close this case.
************************;
email:*************************
Phone: **************
Customer Answer
Date: 06/06/2024
Not sure what you mean by "rebuttal response" could you please clarify that. Thank you
***************************
*************************
**************
Customer Answer
Date: 06/06/2024
One Call Logistic ensured us that our RV would be delivered safely and undamaged, and that they fully bonded and insured for replacement of any damage, they did-not fulfill that obligation and therefore should refund the cost of the shipment. The fact that we had to resort to the BBB to get a response from this company after numerous attempts to resolve this with *********************** and One Call Logistic is unacceptable and should impact their BBB rating at the very least.
I was told, by ***********************, that they were completely bonded and insured for "replacement cost" of our RV/Home in the event of total damage. She did-not mention, she would be using an unqualified driver from another company to transport our RV/Home, nor did she mention that the company she did use was only insured for NADA *** (actual cash value), and not replacement value. These kinds of practices should not be allowed to exist in our country.
Customer Answer
Date: 06/10/2024
One Call Logistic ensured us that our RV would be delivered safely and undamaged, and that they fully bonded and insured for replacement of any damage, they did-not fulfill that obligation and therefore should refund the cost of the shipment. The fact that we had to resort to the BBB to get a response from this company after numerous attempts to resolve this with *********************** and One Call Logistic is unacceptable and should impact their BBB rating at the very least.
I was told, by ***********************, that they were completely bonded and insured for "replacement cost" of our RV/Home in the event of total damage. She did-not mention, she would be using an unqualified driver from another company to transport our RV/Home, nor did she mention that the company she did use was only insured for NADA *** (actual cash value), and not replacement value. These kinds of practices should not be allowed to exist in our country.Business Response
Date: 06/10/2024
One Call Logistics is a fully licensed and bonded transportation broker that subcontracts to owner operators across the nation. We have close relationships with our contractors and use the best. Accidents unfortunately do happen and this RV is being replaced in full for what it is worth. Unfortunately the insurance company makes the decisions based on the value of the trailer. This unit is being fully covered by our carriers insurance.Customer Answer
Date: 06/10/2024
Complaint: 21748843I am rejecting this response because:
This response is unacceptable. They did not tell us that would be using an unqualified driver, and that the driver would not have the appropriate equipment to handle the job. This was not "just an accident" that happens, this was a clear situation of negligence on the company as well as the driver. This was not just an accident; the driver drove our RV/Home under a bridge that the load he was carrying was too large for the overpass he was driving under. All drivers that are transporting loads as big as an RV has the proper equipment, i.e.: navigational equipment that would-of told the driver "Not to take that road" as well as being able to "read Road Signs" that would have been clearly visible. For those reasons it is clear that this was absolute negligence, and we should at the very least get a full 100% refund.
.
Sincerely,
***************************Initial Complaint
Date:04/16/2024
Type: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.
I hired One Call Logistics for the transport of my houseboat from *********, MD to Mystic CT. After paying One Call Logistics the requested deposit, an employee, ****, started communicating with me about moving my boat.If I could give this company 0 stars, I would. If you want to get ripped off and taken advantage of, hire One Call Logistics. Not only did they hire an ill-equipped, inexperienced driver to move our boat, they have evaded me since confronting them for months. The driver strung me along with poor communication, then, when transport day finally came, the driver loaded my boat incorrectly, did not properly strap the boat down, drove a truck that wasn't his (so insurance can't cover the damage) and because of the poor handling of the boat, the **** BLEW OFF ON THE HIGHWAY, which could have killed people. The reckless nature of the driver and the fact that One Call Logistics did not vet him properly is embarrassing and laughable. Our boat is now back in it's original location with a giant hole in the roof and irreversible damage. It's disgusting that they take no ownership for the poor hire they made for the driver and that they have no care for their customers. Since trying to get in touch with them, they have ignored our desire to settle the issue. If you want to get ripped off and taken advantage of, hire One Call Logistics.Business Response
Date: 04/16/2024
The driver did not load the boat wrong as you can see in the photo submitted in by ********. This unit was loaded correctly. ********'s boats roof had dry rot all in the front of it by the ** (as noted in the photos). The roof completely
blew off during transport because of the dry rot which is NOT the fault of the drivers nor One Call Logistics. This boat should have been thoroughly inspected prior to shipping which most ******** do before loading the vessel onto a transporters trailer.
Customer Answer
Date: 04/17/2024
Complaint: 21582170
I am rejecting this response.
Sincerely,
*******************************Customer Answer
Date: 04/18/2024
One Call Logistic's response reflects that it continues to refuse to take accountability for hiring an unqualified, uninsured driver despite promising otherwise.Business Response
Date: 05/17/2024
The driver hired for this job is a professional CDL driver who specializes in boat and yacht transportation across the ***
This customer purchased a boat that had a dry rot roof that flew off during transport. This was unavoidable and would have happened with any driver that was hauling this houseboat.
Initial Complaint
Date:03/24/2024
Type: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.
March 1,2024 Accusation of damaged trailer ,but with clear picture and video of non damaged trailer from delivery drop and BOL from driver. $2000. Notice two different trailers one show numbers and clear markings on pictures of a damaged trailer near bottom k*** that shows black skid looking scratch and one showing no black skid scratches from driver. Unedited raw footage and Bol pictures included from straight ******Business Response
Date: 04/09/2024
The photos sent in were from a previous trailer this driver delivered. The trailer he delivered had damage and the owner of the company he works for understood and agreed to the damages after reviewing photos.
The damage shown has the vin number that was assigned to this carrier right above it. In the photos he sent, you couldn't see the vin number of the trailer. One Call Logistics had to pay the dealership $2010.00 to repair the trailer damages made by ***** which is what the payment was utilized for.
Initial Complaint
Date:03/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
One Call Logistics is a registered carrier for the ****************************. They had issued me a load to carry from ***** to ******** *******. It was 250$. They will not ************* and are refusing to pay ** the money that we are owed for the last two months.Business Response
Date: 04/04/2024
This is not a customer, but a subcontractor who illegally hauled a unit for us that we caught after doing so. There is not much we can respond to this complaint besides the fact that we held payment due to fraud being committed by this company.
Initial Complaint
Date:01/26/2024
Type: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.
I paid $3250 to have my camper delivered from MT to **. The weather was getting cold in MT and I explained the need to get the camper moved asap. The temperature when delivery was scheduled was low 30s. A week and a half later when they actually picked up camper the temperature was -35F. This caused my water heater to freeze and split in half. The cost of repairs for the water heater is $1500, and another 1k for water damage. The 1k water damage was covered by my insurance. The delay in delivery also resulted in $1300 in hotel waiting for camper to be delivered. The company made no attempt to make it right. Basically telling me weather is act of god. Sorry, not sorry. The reason for the pick up delay I was given was road conditions between WY and MT. My wifes ************** had no issues on the road at our requested pick up time. This was my third time using One Call Logistics in 8 months. The first 2 times it was a very smooth and professional process. The company rep has not responded to my request for compensation for the issues.Business Response
Date: 05/21/2024
One Call Logistics advised we would pick the camper up as quickly as possible for this client. Unfortunately the weather is out of our control and within the 2 days of wanting the camper picked up the temperature dropped significantly causing delays for our driver and for many other truckers. There are actions that can be taken to avoid these things from happening which we explain prior to pick up including winterizing the camper, etc.Initial Complaint
Date:10/06/2022
Type: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.
In May 2022 I contracted wit One Call Logistics to Dispatch a Hauler to transport out Tiny Home from *************, ** to *******, **. They dispatched a hauler to my address on August 8th. ********** pulled my home from our property without even meeting us since he came and pulled out in the darkness of the night. ********** had two flat tires on the home and also was found to have no license or over width hauling permits as required for the job so ************ in ******** ** had the hauling truck and the trailer pulled to an impound tow yard where it sat for over a month. Ultimately, we had to have a local hauler go pick up out home and bring it back to it's original destination. One Call Logistics would not stand by their contract and find a legit licensed trucker to finish hauling my trailer to ** and would not refund my $1400 down payment. The contract I signed clearly states that down payment would be used to secure permits and this company did not do that at all and did not finish the job per the contract. I was told that the problem was with the trucker and was given every excuse by them not to find another trucker to finish the transport. I want my $1400 refunded.Business Response
Date: 10/25/2022
Our agent in charge of coordinating transport with ******** had done what every agent is expected to do and that is to take down as much information as possible before setting up a transport contract and getting a driver assigned to any load. At the initial time of contact we were informed that the tiny house would fall within legal dimensions on the height and would be considered oversize as we were informed that it was under 11' on the overall width. We were also informed that the conditions of the trailer, tires, and all other necessary components were up to spec and in good road worthy condition.
Our agent coordinated the route and set up a carrier that had all the correct information necessary to legally transport this unit including proper DOT and MC numbers as well as insurance that carried a $100,000 cargo and $1,000,000 liability policy.
From what we were informed the carrier decided to purchase the permits on their own as they had someone to attain them in a much more convenient time frame than what our usual guys would provide. We would then be reimbursing the carrier for the permits purchased upon completion of the transport.
The driver provided from the carrier picked up immediately after delivering a prior load and was ahead of schedule picking up later in the evening. He then decided to beat the traffic and hit the road as to get a head start and make the delivery in a timely manner. After experiencing 2 blowouts and not having any spare wheels available the driver reached out to a local friend to provide assistance with this as to avoid roadside assistance and fees. With it being late in the evening they were set to return in the morning and figure out a way to resolve this as the wheels are specific vintage mobile home wheels they are not easy to come by. To their surprise the unit had been intercepted by local authorities and taken to an impound lot. When the unit was impounded authorities informed us that not only was this unit larger than what was described as it was over 12' wide but it was also not deemed safe to transport on the axles as they were not rated for the proper weight.
One Call Logistics kept their end of the deal by immediately processing a claim through the carriers insurance and providing status updates on what was going on during the time being. From what we are aware the insurance company did not pay out or arrange for an agreement as the unit was not damaged directly due to driver cause and had underlying issues.
One Call Logistics did not want to place any other drivers at risk with the unit not being safe and informed ******** that our contract would be forfeited due to lack of information and safety standards. The deposit was used for permitting the load as mentioned this was an oversize load.Customer Answer
Date: 11/05/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost, by law the driver is required to complete a pre-trip inspection and when driver pulls the load away and begins transport, he has accepted the load, deems it safe and takes responsibility. We had our home professionally wrapped, fresh tires and brake wiring installed and took all precautions to make sure our home reached it's destination safely. One Call as well as the driver were made fully aware that there was an extra (4) tires inside the zipper door of the home if there happened to be any problems where tires would need to be changed. I also made them all aware that I would be fine with paying for any roadside assistance. We own (5) more tiny home units identical to the one we were having hauled and they all have the same axles and tires from the same manufacturer and are all original. Each of the two axles are rated for **** lbs. and the home only weighs ****** lbs. One Call was never rushed to find a driver but was asked to find a driver that was experienced and knowledgeable to haul our home; was told the home should not be towed with a pickup truck. If we had known what the driver showed up with, which later we found out was a Dodge Ram Dually, we would have never allowed him to take the home, but he came in the middle of the night with no prior warning. Once the driver took our home, he only made it approx. 3.5 hours away before experiencing two flat tires. Driver did not contact me until that evening at 6pm, only sending me a picture of the two flat tires with no explanation to what would happen next. I assumed he would exchange the tires himself or call roadside assistance and be on his way. I did not find out where our home was and that it had been left abandoned along with the driver's truck on the side of I-81 in ******** until I called the ****************** Police the next day and was informed that my home as well as the driver's truck had been impounded to a tow yard. When I contacted One Call before calling the police myself, I was told that they had called the driver that was hauling my home and got no response so couldn't tell me where or what happened to the driver or my home. When I did hear from One Call, I was told that there had been axle damage and that was a complete lie. When local authorities intercepted, they found that the driver had NO permits, not wrong permits as One call states. He also had no license. ****** also later admitted to us that his permit had expired. While our home and the driver's truck sat in the tow yard, we worked with the tow lot manager as well as the trucker's insurance directly to rectify the situation and the driver's insurance did pay out over $14,000 in accumulated storage fees as well as reimbursed us for paying a local hauler to pick up and return the home to us. The Insurance Claim# was 22-5414431 for the record. Our local hauler had the proper hauling equipment and was able to haul the home with no issues. One Call did nothing to help process a claim other than share initial contact info. Luckily our home did not suffer any other damage other than two flat tires so driver's insurance did not have to pay out but would have if there had been any. Again, there was no axle damage and home was safe for transport. I also spoke with authorities from the ****************** Police as well as the Officer in charge of the removal of obstructions in the roadway and confirmed all information concerning any damage, driver's abandonment of the load and his tow vehicle as well as the absence of the proper credentials. One Call obviously enjoys making up stories. Our home sat for many weeks unnecessarily due to One Call's negligence in finding out the truth of the situation while for those weeks telling us that they would find another driver to finish the delivery and not to worry because they would take care of it; Ultimately leaving us to find someone to at least remove it from the tow yard where it was accumulating $150 per day for storage or risk losing our home or worse. One Call did not offer any assistance to transport, just saying that they didn't want to deal with it any longer and I was never told that my contract was forfeited due to lack of information and safety standards. I was only informed that they believed the axles were not original and that there was damage which are both false statements. With all the mental anguish that we have suffered during those weeks having to do our best on our own to rectify this horrible situation, they are lucky that all I'm seeking is my $1400 back instead of having a lawyer look into their business practices.
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