Complaints

This profile includes complaints for Bellhop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bellhop, Inc. has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bellhop, Inc.

  1110 Market St STE 502 Chattanooga, TN 37402-3310

• 

  Bellhop, Inc.

  79 E 7th Ave Columbus, OH 43201-2561

• 

  Bellhops Moving Services

  1 Whitford Dr Durham, NC 27705

• 

  Bellhops Moving Services

  2717 Western Blvd Apt 331 Raleigh, NC 27606-2192

• 

  Bellhop, Inc.

  1809 South 8th Street Waco, TX 76706

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:11/09/2022

  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.

  Bellhop movers were hired for a local move within Chicago on 10/7. The total for the move was $884.53. That charge appeared high so after requesting an itemized bill, including the times the movers and truck clocked in and out, I discovered they committed time theft. Using Bellhop's technology, the movers clocked in (which isn't supposed to occur until they scan a unique QR code emailed to me) before they were on-site. I have text messages that prove they were not on-site during the times they claimed, as they were all late. Also, there was negligence as the movers broke my ***** *** body scanner, an item I specifically told them not to include in the move, as well as damaged one of my walls.
  I've been going back and forth with Bellhop via email and phone to have them correct the charges but unfortunately, they are not correcting invoice and providing an appropriate refund.
  Also, on Nov 3rd, Bellhop made an unauthorized charge of ~$35 to my credit card. I reached out to them to have that charge removed but as of yet, they have not replied. I'm also working with the credit card company on that as well.

  Business Response

  Date: 11/14/2022

  *****,

  Thank you for taking the time to send us your feedback, and please accept our apologies for the negative experience you had with your move. We're reviewing your feedback in full and want to make sure we get this fully resolved for you. 

  I can see that your original quote was for a full service move including a Truck and Driver and 4 additional Pros (movers), for 3 hours (8AM - 11AM), quoted at an estimated $717.00 for the full service move that you booked online. 

  Attached, please find a screenshot of your final bill as well as all related charges processed so far, and your $167.53 balance due. You can access this breakdown directly via your Bellhop customer dashboard here as well: *************************************/. This includes $52.07 in discounts (noted as Appeasements on your statement), as well as refunds totaling $260.41 which we also issued. 

  So far, we have charged a total of $664.93, with a $167.53 balance remaining, which will bring your total cost for this move to $832.46. This is because your move ran over by a full hour, to 12PM, rather than the estimated 11AM end time. So while your team was 20-25 minutes late as you've mentioned, we feel we did fully resolve the clock-in discrepancy via the Appeasements and refunds that we have issued. 

  We do require final payment in full in order to process your damage claim: with your permission, we will go ahead and charge then final $167.53 balance due to clear up your bill, and then I'll follow up with our Claims team to make your damage claim is expedited and resolved as quickly as possible. 

  I'm terribly sorry for the back and forth and confusion here surrounding your final bill, and I hope I've been able to help clear this up. 

  Thank you and will look out for your response,

  Megan

  Support @ Bellhop

  Customer Answer

  Date: 11/14/2022

  
  
  Complaint: ********
  
  I am rejecting this response because: Incorrect information was provided by the business in their response.  My breakdown is below.

  I was not provided a refund totaling $260.41 if Bellhop states I still owe $167.53.  Also, one of the credits they are claiming they provided was never refunded back to my credit card.  Last, the $8.85 refund for the time "discrepancy" is not sufficient.

  The billed total, including the additional charge because the movers went past the estimated time, is $887.75.  Bellhop did agree to a $41.70 appeasement to address the inefficiencies of one of the movers.  I responded to Bellhop last month letting them know I thought that appeasement was very fair and I appreciated it.  However, that $41.70 was never refunded to my credit card.  If necessary, I can export my credit card charges/refunds as validation.

  I did receive two refunds on 10/15.  One for $46.44 and the second for $213.97.  However, Bellhop support stated this was a mistake on their end, hence, my current bill showing a balance due.

  Also, Bellhop made an unauthorized charge to my credit card on 11/2 for $37.59

  So currently, taking into consideration the amount Bellhop has charged to my credit card ($925.34), the actual refunds I received to my credit card ($260.41), and the remaining balanced Bellhop states I owe ($167.53), I will have received a credit of $55.29.  Subtracting the $41.70 appeasement received for their inefficiencies leaves an inadequate refund to address the time discrepancies.

  Also, I want to be clear that this is not a 'discrepancy' with the time clock.  Bellhop's movers must scan a QR code on my phone when they start as a way to clock-in.  Claiming to start and be present before work actually started was an active attempt at time theft by Bellhops employees and/or contractors representing Bellhop.

  Last, regarding the negligence.  This was damage to personal property not part of the move and should be handled separately from the legally required liability ($0.60/lb) provided by Bellhop.

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

  Business Response

  Date: 06/13/2023

  We apologize for the length of time that has passed in resolving this matter, and we would still like to make this right. While our system still shows an outstanding balance, in the interest of providing a full resolution, we will go ahead and waive the remaining $$167.53 balance on your order, to refund the additional payment of $37.59 as a gesture of goodwill, and to offer additional compensation through our complimentary coverage policy should you still be interested in having your claim processed.

  
  

  Under our complimentary coverage policy, compensation for damaged items is calculated at a rate of $0.60 per pound per item, and structural damages are compensated for based on the average cost to repair localized area damage. Based on the information provided, the following settlement offer would be made:

  
  

  Damaged drywall: $125.00

  Footboard: 45 pounds * $0.60/pound = $27.00

  Headboard: 55 pounds * $0.60/pound = $33.00

  Dresser: 125 pounds * $0.60/pound = $75.00

  Hamper: Lightweight item, offering $20.00

  Scale: Lightweight item, offering $20.00

  Total Settlement offer: $300

  
  

  In summary, we would like to waive the remaining balance $167.53, refund the $37.59 which was previously charged pertaining to an outstanding balance on the order, and offer a damage settlement amount of $300 (in line with our Terms of Service and complimentary damage protection plan). We have reached out to the customer directly as well with this offer and hope that he might find this resolution satisfactory.

  
  

  Please let us know if you have any questions or concerns. Thank you so much for your patience and understanding in this matter.

  
  

  Best,

  Jack D.

  Bellhop Operations

  
  

  Customer Answer

  Date: 08/24/2023

  I did reply to Jack at that time agreeing to their offer, who then sent me the appropriate electronic doc to complete. However, I haven't received the $300 settlement as of yet. Since Aug 1st, I followed up (4) times for a status update, also creating support ticket  #***** with Bellhop, but have not received any responses.

  Business Response

  Date: 08/30/2023

  We truly appreciate all the patience and diligence in following up regarding the settlement agreement of our customer.

  We're glad to inform our customer that their settlement refund has been successfully processed and issued to the payment method they've used for the transaction. The refund was processed on 08/30/2023, and they should expect to see the funds returned to their account within the next 2-3 business days.

  We understand that the timing of this refund might have taken longer than expected, however, this was due to the time taken for the acceptance of the settlement agreement by our customer, which was submitted last year in 2022. Please rest assured that the $300 settlement refund is on its way to our customer's payment method, and they should see it reflected in their account very soon.
  
  Thank you for your understanding and cooperation.

  Bellhop Claims Department.

• Initial Complaint

  Date:11/08/2022

  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.

  08/16/2022: 4 movers were hired. Confirmation Code: ********. Only the "lead mover" showed up at the scheduled time. One more showed up an hour late. The remaining 2 movers showed up the final 30 minutes. Once the lead mover arrived I had specific pieces already staged inside of my home and showed showed him how I wanted these specific pieces staged inside of the moving truck. I was VERY clear on this. I also provided a tub full of bungee cords, rope, zip ties and even provided moving blankets. None were used. The furniture I asked to be stage in a specific way was not. They did not cover the very expensive sofa with any blanket, and actually used it as a step stool. It had dirty foot prints on it and they even laid it on its back. They threw expensive dining chairs in the truck. Placed extremely large and heavy boxes/bins on top of boxes marked fragile. They scratched up an expensive coffee table because they did not cover it and placed a bookcase with metal legs on top of it. 08/23/2022: I submitted the claims form and put in the claim that not all of my pictures would fit. Submitted form ID *******. Almost a month later on 09/13/2022 Jaylene D. emailed me stating that she was moving forward with my claim and asked for the additional photos. The photos were sent in multiple emails to her. I have heard nothing. I want to be fully refunded at this point.

  Business Response

  Date: 11/21/2022

  We're very sorry for the damages that were caused during this customer's move, and for the delays in getting her claim fully and complete processed. 

  I've looked into this customer's claim, and can see that we reached out to her on November 15 2022 with a revised settlement letter. ******* signed the settlement offer that day, on November 15, and we issued her the agreed upon $250 settlement amount via a refund to her payment method that same day. Because ******* did sign and agree to our settlement offer (attached here) and we have processed her refund in the agreed-upon amount, we do believe this outstanding claim issue to be fully resolved at this time. 

  I'm terribly sorry again for the headache and frustration here, and hope that the customer finds this resolution satisfactory. 

  Best,

  Megan
  Bellhop Support

• Initial Complaint

  Date:10/31/2022

  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.

  On Oct 10. 2022, I hired Bellhop to assist with my move. They destroyed two pieces of furniture, a desk and a bar-cart, totaling $815.43. The desk was glass and it was completely shattered throwing glass everywhere. They broke the bar cart so that it no longer is structurally stable. I sent them pictures of the items and pictures of the receipts for each. Both items had been in fantastic condition before the move and were less than a year old. They offered $85 to replace them, then $140. I need them to pay to replace the things that they broke due to negligence.

  Business Response

  Date: 11/07/2022

  We're very sorry to hear about these 2 items that were damaged during this customer's recent move with us. This is definitely not the level of service we strive to provide, and we'll be completing an internal review and taking action with the Pros who worked on his move to ensure that this doesn't happen again. 

  With respect the the damaged items, federal regulations require most moving companies to offer $.60/lb complimentary coverage, which is also detailed in our Terms of Service, which the customer agreed to upon booking his move with us. The glass desk weight provided by the customer is 110 lbs (*$.60 = $66 total settlement) and the bar cart was noted at 70 lbs (*$.60 = $42). The total settlement offer for this damage, in line with our Terms of Service, would come to $108.00. In the interest of goodwill and appreciation for the poor experience here, we have increased this settlement offer to $250. We sent this revised settlement offer to the customer on November 1, and have yet to receive a signature from him accepting this offer or a response otherwise. 

  We're really sorry again that this happened, and while we can't get back the time or frustration, we do hope that the customer finds this compromise a satisfactory resolution. 

  Best,

  Support @ Bellhop

  Customer Answer

  Date: 11/08/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best I will get even though it does not cover costs of what happened. I would have paid for better coverage if I knew it was an option. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/18/2022

  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.

  I hired this company to move my items. I was a victim of the flood. I paid $1800 for the move and they destroyed almost all my items. I had to buy the wrap for them to wrap my furniture. I paid $300 for that and have yet to be reimbursed. I also have damages to my wall. I tried to get them to stop the move, but they wouldn't. I paid for 4 movers and I only got 3. They have done nothing to resolve the issue. They said they might be able to get $500 off. Now they are holding my items from me.

  Business Response

  Date: 10/31/2022

  We are very sorry to hear about the negative experience that ****** had using our service earlier in October 2022. After reviewing the notes and breakdown of events on her move day, we can see that her move was short 1 mover, causing the move to run over by several hours, and that several of her items were damaged in the move. This is never the standard of service we seek to provide, and we're terribly sorry about this experience. 

  So far, we have honored the following discounts off of ******'s order: 

  - Total Order Cost (due to the job runover, before any discounts): $1802.76
  - Discount 1: -$551.25
  - Discount 2: -$120
  - Damage Settlement (sent to the customer over email today): -$783.25
  - Total of All Discounts offered: $1454.50 (81% discount) 

  While we can't get back the time lost or the frustration caused, we hope that the customer is satisfied with this resolution. We'll absolutely review the Pros who were assigned to her move and take appropriate action to ensure this doesn't happen again to any of our other valued customers. 

  Best,

  Bellhop Support

   

  Customer Answer

  Date: 11/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****/ I’ve enclosed pictures of a few items before and after my round table befure and washer prior to the move was flawless had no scratches I even enclosed a video of the movers tearing up my wall and not wrapping my fridge they fire the front door off the fridge dented it up and did not use a dolly. To begin I am a flood victim whose homes structure was destroyed in the July floods in St. Louis Mo. fema assisted me with the funds to hire movers I phoned bellhop. The company I initially wanted to use were booked out until 12/22. Bellhop did an assessment which included me going room but room in my home over the phone informing them of items needed to be moved and or wrapped and moved also a count of no ed to be stored. After I provided the information they suggested I hire four lovers that if I hired four movers as opposed to three the move could be done in four to five hours six at the most. The way they explained it was two movers could be taking furniture dune such as headboards etc while the remainder could do different tasks making the move swifter. I informed Bellhop that I only had a certain amount of funds provided by Fema that I could pay a hour over which the move was 230 dollars a hour at five hours which was 1250. That’s the amount I was quoted and the move was booked for 10/7/22 for four to five hours. The initial quote for three movers was 1175, I included that. The facility where they were taking my items was 5.4 miles away from my home public storage 14249 New Hallsferry Rd 63033. They had that info prior to quoting me 1250. The day of the move the movers arrived late without stretch wrap however days prior to the move I purchased stretch wrap and ended up going to get more from the store the day of. I included receipts upon my return I noticed scratches on my dining table legs that my family and I never sat and the manner in which they were wrapping my furniture. I said i am a flood victim we lost so much you are tearing up what my family have left. He said file a claim. I contacted Bellhop and spoke to “Kristen”, whom apologized said she would speak to them phoned the movers and they laughed and took a break and said “we don’t care we have other jobs”, I continued to contact Bellhop even begged them to allow my things to sit on the truck they said no. I told them it’s traumatizing to watch out belongings destroyed in water now by your movers. The short guy the valued the lead stood on my cooler with my food in it as he took screws out my fridge he damaged I said “ do not stand on my cooler we have food in there he cursed “. They damaged mostly all our things headboards footboards on two bedroom sets fridge washer dining table chairs cofee table even stole my son cologne we had to file a police report. The following day they pretended to be remorseful however they raised the price from 1250 to 1802 than said for your pain we will take 551 off the 1802 move which still put me back at the initial 1250. I had already paid 551.00 and 122.50 prior to the move the remainder was 700. When they said they were taking 551 off I thought there would be hardly any amount left however they boosted a price than wanted me to believe they were doing me justice. Just yesterday 11/1/20, Megan from bellhop phoned me with a offer I declined than phoned me again with what she called a revised offer where I would only receive 325.00 for the damage of my items which is on the thousands. She said insurance not going to give you much anyway may as well take the offer. They also initially said I had a 457.00 balance which I called in to pay abs was told I didn’t have one. The guy from bellhop who answered said I don’t see a balance and you will hear from claims in three to five days. When I didn’t hear I phoned bellhop only for them to say they listened to the recorded tape and he didn’t tell me that I said yes he did they said they would send me the take but never did because they were lieing. Still I gave them the info to take the 457.00 off my card because they said they were not filing any claims until I did. They also told me accept the offer insurance was not going to give me much and once I accept the offer and they subtract the remainder of what I owed I would end up with 325.00 and that would be it no claim filed. I told her I have high blood pressure and am traumatized by this entire experience. The manger said the day of the move she would terminate the movers if they did not wrap items as I requested they laughed and they took several  breaks cigarette water or just talking amongst themselves is why the move went over the quoted time they did what they wanted moved slowly. I paid for four movers three showed and no one cared my children are traumatized to watch in horror and the company stayed abreast of this issue by me and did nothing. I ended up paying for a Ubox as they didn’t move all my belongings they said they was tired out of my pocket i spent 300.00 because they said they wasn’t moving anything else they had already moved some other people and were tired is what they told me. So I didn’t argue I simply contacted uhaul for unboxed my children and I packed the remainder items. I also have the receipts from Ubox with dates if needed where we spent 300 to remove items they left behind. Bellhop knew about that and pretended to care that’s what they do say all stuff like we’re sorry but got mad when I defended myself and said “we don’t want to talk to you “ when I phoned them and I said ok Megan asked me to call the lady said oh hold on i said “ never mind have  a nice day “ you won’t speak to me any way. 

  Business Response

  Date: 11/07/2022

  We are very sorry to hear about the negative experience that ****** had using our service in October 2022. After reviewing the notes and breakdown of events on her move day, we can see that her move was short 1 mover, causing the move to run over by several hours, and that several of her items were damaged in the move. This is never the standard of service we seek to provide, and we're terribly sorry about this experience. 
  

  So far, we have honored the following discounts off of ******'s order: 
  - Total Order Cost (due to the job runover, before any discounts): $1802.76
  - Discount 1: -$551.25
  - Discount 2: -$120
  - Damage Settlement (sent to the customer over email on October 31 2022, awaiting the customer's signature in order to issue this amount)): -$783.25. This damage settlement amount is in line with Federal requirements, as well as our Terms of Service which the customer agreed to upon booking with Bellhop. 
  - Total of All Discounts offered: $1454.50 (81% total discount) 
  

  While we can't get back the time lost or the frustration caused, we believe that the total 81% discount ($1454.50 in value) we have offered more than makes up for our service failures, and is in line with government regulations and the terms that the customer agreed to upon booking with us. We're very sorry again for this experience and hope that the customer finds this resolution reasonable and satisfactory. 

  Best,
  Bellhop Suppor

  Customer Answer

  Date: 11/10/2022

  Date Sent: 11/10/2022 2:34:30 PM
  

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

  Because They liars and need to refund be the price of my damaged items including money I spent to rent a uhaul truck including Uboxes to remove items their workers says they were “ too tired to get” bellhop ball it a run over the initial price was 1275. When the movers took breaks, moved sluggish as they said “ we just left a big house where we moved things were tired”, they had no sheet wrap and bellhop call this negligence a “ run over” tried to charge me numerous times but my bank would not the 1100 they were trying to charge To go through. They boost your prices than try ti make you believe they are sorry and take off 551 keep in mind I had already paid them 773.50 had they did what they said from the quote they quoted me I only would have a 49 dollar balance. The manager Kristen knew about they way they were moving I kept her abreast and she knew they were late had only 3 movers not 4 and that they were not wrapping my items which is unethical and not what I hired. I begged the company to stop the move they would not. My family already traumatized after losing irreplaceable property in the floods in we’re double traumatized watching the movers purposely destroy our property. The amount they offered me after they take a 457.00 amount they say I owe would leave me with 325.46 and that includes property damage which Megan from bellhop asked me to drop I told her NO. They continually sent oriole to phone me now today they sent me something I signed on 10/8 to have my claims filed saying you signed this I’m like that was to have my claims reviewed these people harass you and don’t care. The bellhop in St. Louis needs to be shut down for unethical practices and because I’m a flood victim no I will not be afraid of them. Maybe labor practices as well the movers said” you over book them”  but that’s not my concern Their St. Louis reviews show the same tactics they used on others their using with me this is no coincidence. I did not ask for this nor will I accept this I have no fridge nowhere to sleep they tore up my box spring workers stole my son Dior cologne they tire up my son footboards which means he has no bedroom set anymore to watch this happen after already losing so much is simply wrong 

  Business Response

  Date: 11/14/2022

  We would like to reiterate that we are very sorry for this customer's experience, and believe we have done everything possible and resolve this issue for the customer, and have offered her $1454 in total compensation (81% off of her order amount). While we can't get back the time or frustration, we believe that this amount offered is more than fair, even far exceeding what our Terms of Service (which the customer agreed to) allow. We believe we have offered a full and reasonable resolution to this unfortunate situation. 

  We're so sorry again. 

  Customer Answer

  Date: 11/20/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This fraudulent company movers intentionally destroyed my property and Bellhop continues to lie about the amount given and even if they were not deceitful the amount offered would not compensate for the thousands of dollars of intentional damage their movers did. The structure of my home was Damaged in the Missouri Flood in July of 2022. This prompted me  to relocate I hired Bellhop to move and store what was left all the things I had not intentionally damage them nor to be charged for Bellhop movers exhaustion. I did not hire Bellhop movers to come in my home and steal from me, use explicit language towards me and to further be bullied by management into paying for the movers lack of work which caused the move to go over the initial time. Bellhop was aware of everything their movers was not doing in real time meaning as it occurred. At anytime they could have stopped the move as I desperately begged them to. The intentional damage resulted in 5,000 worth of damage I can provide pictures and receipts for and Bellhop only wants to compensate me with 326.00 and an “Im really sorry this was unfortunate”. This company Bellhop is unethical and does  fraudulent business practice taking advantage of unsuspecting customers as I am a disaster victim. Reviews on the BBB website backs up my claim how is we have similiar experiences ? They say they are sorry but I just want my property back in one piece or compensated. I no longer have a refrigerator for my family and their compensation is $90.00 my refrigerator they purposely destroyed was $1600, where is the right in that ? My Son nor I have a bedroom set anymore they tore up our bed frames even laid our mattresses on the ground outside the storage they literally traumatized us. Bellhop showed up with 3 movers instead of 4 that was hired and late without proper things needed to wrap my furniture to keep it from being damaged even after I went out and purchased sheet wrap they refused to use it. They intentionally showed up without the sheet wrap because they had no plans on using it it this damage was not accidental it was intentionally. They took breaks this bellhop one Mo needs to be investigated for fraudulent business practices I’m not the only one this exact thing happened to. This damage was preventable had they wrapped my items and moved them professionally. Bellhop insurance claim want me to accept 90.00 for a refrigerator I can’t purchase an appliance like that for that amount. This is what they did. They boost my initial price from 1250 to 1802.75, after they show up late with 3 movers and exhausted dont wrap my items everything is pretty much damaged “Kristin” their manager knew all this but did nothing but say “I’m so sorry “ I’ll terminate them if they don’t do better “, I phoned her their laughing at you and saying they don’t care she still did nothing ! After they boost the amount to 1802.76, which is a 552.76 difference in the initial quote they say “ we’re going to take 551.00 off your amount we’re so sorry” you believe it’s off the 1250 amount your not even aware yet they boosted it as they don’t tell you they phone you sympathizing and send you an email says later with the new price. So the amount you end up using is still the 1250, as they boosted up your bill so you can think they are trying to compensate you. Keep in mind I had already paid Bellhop 120, plus 600, prior to the move see they want you to hold your end except they don’t hold there end no way none of what they did even the amount of movers that showed up is what I hired I didn’t hire them to purposely tear my furniture up I didn’t hire them to show up and I had to leave abs go get sheet wrap I did not get what I pays for! They even harass you by having Megan call you and ask you not to file the insurance claim and take the 760 amount They will give me and they are subtracting 471.00 they initially said I owed but didn’t owe than I owed which would leave me with 300 dime odd dollars while they intentionally damaged 5,000 worth. Megan from Bellhop even told me “ you may as well take our 760.00 offer insurance not going to give you more anyway”, I responded goodbye Megan have a good day. I absolutely am not accepting that amount nor have they given me what they claim as the amount was boosted up after they were fully aware the movers intentionally tore up my property. Bellhop why should mr family have to suffer anymore than they already had to as a result of the flood which was out of our control but this was in their control. My family and I have suffered enough so to have people destroy everything we had left and we don’t have the money to compensate for your movers negligence. I only want what I had no more no less. You won’t victimize us yes I’m fighting back that was all we had left ! Bellhop sent me this from back in 10/08/22 the day I filled the insurance claims out I had to sign my name recently they sent me an email saying you signed this now you have ti take the offer. I responded I didn’t sign nothing except to make my insurance claims. This company is literally affecting my health with their unethical tactics and stress. They go home to their beds etc we don’t have them things and I did not hire them to destroy our property and do all the unethical things that a customer should never gave to endure 

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

• Initial Complaint

  Date:10/11/2022

  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.

  Bellhop Movers (hired by Open Door as part of the sale of our home) picked up our furniture on 7/26/22.  When they delivered our furniture the same day, only 2 of the 5 guys were able to get on Lackland Air Force Base which caused a major delay. They arrived at 12:00 and didn’t complete the move until 6:00 because 1 of the 2 movers quit in the middle of the move. I as a female had to assist the mover and it caused me to have major back pain immediately afterwards! I’ve been going to Physical Therapy due to the constant pain. We contacted Bellhop on July 28th to file the damage claim. We were instructed to fill out the paperwork and we submitted the claim on August 1st.  My husband has been getting the run-around constantly for the past 2 months. They have closed the case 3 times because they said it was resolved which is untrue-we have not received any monetary compensation for all the damage they done to our expensive, custom-made furniture! We haven’t been contacted at all regarding this case, although my husband requested a call back from management Friday, September 27th! We just got off the phone today and they’re requesting we submit another claim. This is ridiculous and so very unprofessional. The money that these “so-call” movers received from Open Door as part of the sale of our home should be given to us as I incurred a major injury to my back as a result of incompetent workers and me moving heavy furniture with only 1 “mover” as the other person walked out in the middle of the move-totally unacceptable! I personally saw the mover drop my son’s desk and broke it while trying to immediately cover up the damage done! I see that this company has 10 other BBB complaints already-I want them to be held financially accountable for the damages they have done to our household goods! We would not have went with this irresponsible moving company if we had known about their work ethics beforehand! They need to be held accountable for all damages to our property!

  Business Response

  Date: 10/13/2022

  Hi ******,

  I'm so sorry to hear about the frustrating experience you had with your move back in July, and for the length of time here in getting to a resolution for your damage claim. I did see that our Claims team sent out your damage Settlement letter yesterday (October 12 2022) and that it was signed by ****** P****** around 5:45PM ET on October 12 2022. Thank you (and ******) so much for quickly reviewing and signing the Settlement agreement: I've followed up with our Claims team on this and will make sure that we issue and mail your check for the agreed upon settlement amount. I believe that this fully resolves the outstanding issues with respect to your move, however please let me know if that is not the case.

  I'm sorry again about this experience: this is never the standard of service we seek to provide, and I really appreciate you taking the time to send us your feedback. 

  Best,

  Megan
  Support @ Bellhop

  Customer Answer

  Date: 10/18/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/20/2022

  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.

  On or around August 15, 2022, Bellhop provided the services for my move. However, after their departure, there were several items that needed to be moved that were left behind. I called Bellhop Customer service, and initially spoke to Kyle H********** on 8/16/22, and he advised that I'd be reimbursed for a rental truck, upon providing receipts, which I did. After some time passed with no resolution, I emailed him back on 8/27/22, and have not yet received a response. On 9/1/22, I called back into Customer Service, and was transferred to Simon H****, who assured me he'd personally take care of the situation and make it right. In this instance, I, again, emailed him receipts. I have not yet heard back. 20 days have passed.

  Business Response

  Date: 09/22/2022

  Thank you for reporting this issue to us, *****, and we are deeply sorry for the delayed delivery of the reimbursement promised. A check for $99.15 has been issued to be mailed to the provided address on 9/22/2022 and will be delivered as soon as possible. We have accommodated the customer's request and provided a full resolution, though we would also like to apologize for any and all frustration.

  Customer Answer

  Date: 09/22/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Customer Answer

  Date: 10/04/2022

  Hello, I filed a previous complaint against Bellhop for a refund they agreed to provide. However, the refund of $99.15 still has not been received.

  Business Response

  Date: 10/13/2022

  Hi *****,

  I sincerely apologize for any confusion here: I've followed up with our Accounts Payable team now to verify the details of the $99.15 check that we issued to you on September 22 2022. I'll circle back as soon as I have more information. 

  Best,
  Megan
  Support @ Bellhop

• Initial Complaint

  Date:09/12/2022

  Type:Billing 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.

  On or around August 1st 2022. My wife ****** ****** hired Bellhop moving company to move our items to our new home **** ** ***** ******* ******* **, on September 12th 2022. We paid the company $1275.00 for the move.
  Today's the 12th of September and only the Truck driver and a worker arrived to our place. No other staff arrived not even the Supervisor.

  Business Response

  Date: 09/19/2022

  Thank you for submitting your feedback, ******, and we are incredibly sorry for the last-minute cancellation and for any and all frustration caused. We have confirmed that the movers hired for ******'s reservation did not arrive to the move. After reviewing the resources available for the original move date and upcoming dates, it was determined that we would no longer be able to service the move. Due to the service failures, any and all payments made for the reservation have been refunded to the card that was on file.

  While we can't recover the frustration we caused, we do believe that our full refund resolves this incident to the fullest extent possible. We're very sorry again for our shortcomings here.

  Customer Answer

  Date: 09/19/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/12/2022

  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.

  I hired Bellhop to complete an interstate move in late August 2022 for a fee of roughly $3500. While the movers in each state were kind, courteous, and helpful for the most part, the overall experience with Bellhop has been disastrous. 1) Several of my items were broken/damaged. I have since filed claims, but they offered a paltry amount, not nearly sufficient to cover replacements. 2) Items were transported to the new location that I explicitly said should not have been. When I mentioned this I was advised "it's too late to remove from the truck." 3) Because of #2 and because, from what I was advised, the movers had items already in the truck taking up five feet of space, my items that needed to be transported could not go because of limited space. I've contacted Bellhop SIX TIMES regarding this every since my move was completed and I still have NO resolution. I was informed today that the person assigned to my case for #2 and #3 was no longer with the company which caused the lack of follow up. When I spoke with the newly assigned person today, I was advised that Bellhop informed her that I need to cover this out of pocket. ABSOLUTELY NOT! This was their error and needs to be corrected by them and at all cost to them. If this is not resolved by September 12, 2022, I will escalate further. I am incurring costs because the prior property cannot be rented/sold due to Bellhop's delay.

  Business Response

  Date: 09/15/2022

  Thank you for reaching out, and we are deeply sorry for the service failures that occurred during ********* reservation and for any and all frustration caused. An internal case concerning the customer's move was created on 8/27/2022 and sent to our Long Distance support team. I confirmed that we have been in communication with the customer as of 9/10/2022, and the matter was escalated internally on 9/12/2022.
  A damage claim was also opened on 8/27/2022 and submitted on 9/1/2022 (submission form attached). The claim was assigned to a claims representative and processed on 9/8/2022, and a settlement offer letter was sent to the customer the same day. The settlement amount was determined at a rate of $0.60/pound/item in accordance with Bellhop's complimentary coverage policy and the customer's moving contract (attached). The customer contested their settlement offer on 9/10/2022, and a response was sent on 9/12/2022 (attached), explaining the current evaluation and requesting additional information in order for the claim to be reevaluated. Both teams are actively communicating with the customer to resolve this complaint.

  Customer Answer

  Date: 09/16/2022

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

  This has been going on since Monday August 22, nearly a month. This needs to be resolved ASAP. This delay and poor customer service is costing me time, frustration, and money. I requested resolution via BBB on Monday September 12 and today is Friday September 16. I expect a call with a solution today with immediate execution to resolve this.
  
  
  
  Sincerely,
  
  
  
  ******* ***

  Business Response

  Date: 09/22/2022

  Hello *******,

  Thank you for your response, and we would like to apologize again for the delayed resolution of your move day issues and for any and all frustration caused. Due to the miscommunication during the loading process and shipping error, we have discounted the original reservation by $550 and will discount 10% from the cost of a follow-up service should they be needed.

  We offered the customer $385.00 for the Claim and sent a detailed breakdown of the Claim offer, which falls under our $.60/lb standard coverage, which the customer agreed to when she signed her contract for this move. The signed contract is attached. The customer has since stated that she is not satisfied with the $385.00 settlement offered, and we asked her for any additional weight information or context so that we could revise her settlement offer, however she has not responded to our request for more information.

  We're sorry for the inconvenience and headache caused, and feel that we have done all that we can (including offering a $550 partial refund and 10% off a follow up move should the customer need additional services) to resolve these issues at this stage.

• Initial Complaint

  Date:09/12/2022

  Type:Billing 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 reserved a 3.5-hour moving slot for Aug 29, 2022, at 2p. The quoted price of $531.64 for moving me out of a storage unit and to a unit less than 15 mins away from the unit. One mover arrived on time. The other two were late. One of the late arrival - movers, had to leave in the middle of this move. It took hours for the company to send another mover. I had to help them move my things from the truck into the house. During the move, which dragged on and on into the night, at least three pieces of furniture were heavily damaged. Bellhop bills me for $982, double the initial quote. When I called to complain about this fraud, they said they would not release my damage claims until they received full payment. They charged my credit card. They have their money. They promised me, by phone, refunds for the loss of the mover and for sharing me for extra staff. My bill is so convoluted, and the charges make no sense. I've called them and spoken to Nadia and Elania, who told me all sorts of different sums and amounts are being charged and refunded. Elaina told me today, 9/9/2022, that I now owe them $800. The numbers keep changing based on nothing tangible. I have no access to this billing practice or method. They are withholding my damage claims until I pay this new fee. This is extortion. It is illegal. Bellhop is a scam.

  Business Response

  Date: 09/22/2022

  Thank you for providing your feedback, *****, and we are deeply sorry for the experience that you had with Bellhop. We can confirm that the reservation was originally booked at hourly rate of $209 for a reserved three hours and a $30 standard service fee. The moving service lasted for approximately 5 hours and 40 minutes, with one move leaving midway through the move and being replaced later on. Based on the times submitted by the team and Bellhop's hourly pricing model, the initial billing was $1,110.75. After ***** contacted our Support team, adjustments were made to the billing to account for the early departure of one of the movers and for quality issues reported regarding the team, bringing the order total to $840.21, and a damage claim was opened. At the time of writing, a total charge of $386.46 was retained for the services provided, leaving an outstanding balance. Per our team policy, the damage claim was placed on a temporary hold until the balance was resolved.
  In light of your experience and the service's quality issues, we have adjusted the total billing for the move to reflect the original estimated total cost of $657 and have reopened the damage claim effective immediately. A damage settlement letter was sent to the customer on the morning of 9/22/2022. We believe all outstanding issues are now resolved, though we once again apologize for any and all frustration caused.

  Business Response

  Date: 10/17/2022

  *****,

  Thank you again for taking my call today and talking this out with me. I'm so sorry again for the many issues here on your move day, and subsequently with your final invoice/billing. I totally understand your frustration: I'd be pretty upset myself! 

  As we discussed, I'm having an engineer look into your billing now, as I do suspect we have some sort of bug that is showing you a balance due amount different from the amount reflected in our back end systems. Regardless, we will waive your final bill, so you will not have any further charges from Bellhop for this order. That will bring your total paid for this move to $386.46, and any remaining balance will be waived. I'll also send along your final, complete bill breakdown as soon as I have clarity on it from my engineer. 

  I hope that you find this resolution satisfactory. Thank you again and will be in touch via email ASAP with your final billing breakdown.

  Best,

  Megan R

  Customer Support @ Bellhop

  Customer Answer

  Date: 10/18/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for taking the time to call and speak to me. I appreciate your understanding response and willingness to review Bellhop's billing system for errors. I await the final billing invoice reflecting the waived fees, zeroing out the account. 

  Thank you again for contacting me to finally resolve this unfortunate matter. 
  
  
  
  ***** *********

• Initial Complaint

  Date:09/12/2022

  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.

  We scheduled a cross-town move with Bellhop. Because of some team members showing up late, our move started over an hour after our scheduled time. One team member did not show up, so the move took much longer than it should have. The team lead was incompetent and inefficient. They did not have the correct moving supplies and this resulted in our dresser being almost totally destroyed. It looks as though it fell off the truck. Screws were ripped out of several draws, panels were crushed, and the bottoms of drawers were shattered. All edges of the dresser are scuffed as if it was dragged across asphalt. Our couch also sustain several several rips and scuffs in places it should not have been damaged had the right precautions been taken.
  
  The team lead also left the job site early, leaving the only other moving team member to finish on her own. She did an excellent job and was very professional. The team lead was lacking.
  
  When I contacted Bellhop about these issues, they did adjust my bill and help me file a claim. However, their claim reimbursement is nowhere near what it needs to be for us to come close to recouping the damage that was done by their moving team. After asking for reconsideration, they said the $250 in repayment was the best they could offer. I absolutely do not recommend Bellhop for moving and feel that they did not vet their team lead properly. They also do not offer satisfactory claims repayment policies. I would like my moving charges refunded completely

  Business Response

  Date: 09/16/2022

  Thank you for reaching out, and we apologize for any and all frustration caused to ******* in the course of her move and/or her claims process. The customer's move was serviced on 8/29/2022. Upon completion of the move, the customer's billing was automatically adjusted to reflect any early departures or unfulfilled mover requests. The customer posted a review internally after the move as well. After reviewing the customer's feedback and the reservation's billing, our Support team made additional adjustments to account for delays and quality issues reported by the customer and emailed the customer to apologize for the experience and outline the adjustments made. A damage claim was also opened by the team on 8/29, which the customer submitted the same day, claiming two items: damaged dresser drawers and a damaged couch.

  The claim was assigned to our claims department's team lead on 9/6/2022 and processed that day. In accordance with Bellhop's complimentary coverage policy and Terms of Service, the customer's claim was evaluated at a rate of $0.60 per pound per item, which produced an initial settlement total of $165.00. The customer contested the settlement offer via email that afternoon, and a response was sent the following morning with an explanation of the current settlement amount and an offer to reevaluate the claim in light of the customer experience and the severity of the damages reported. After a second review, the settlement total was increased from $165.00 to $250.00 as a goodwill offer to the customer. The customer initially contested the offer on the morning of 9/8/2022, but later accepted the settlement offer. The settlement we provided exceeded those provided for in our Terms of Service, and we feel we have done our best to make the customer whole for this negative experience. The settlement amount we offered exceeded those provided for in our Terms of Service, and we feel we have done our best to make the customer whole for this negative experience. The settlement letter (that the customer voluntarily signed) indicated to us that this issue has been fully resolved and that the customer would make not further claims against us, for damages or otherwise. For this reason, we feel this issue has been resolved fully.

  Customer Answer

  Date: 09/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There is very little choice in the settlement letter. I rejected it initially and they said it was the best they could do. While $250 is better than nothing,I did not want to miss recouping those funds. However, I do not think it was the best they can do, especially based on the behavior of the team lead. What other avenues did I have to address this? I was shut down completely by their process and it is not acceptable that someone did not reach out in person, ESPECIALLY after giving such a low rating on the email their CEO sent (a marketing ploy for sure). They just hid behind their chatbot and emails. It was a very disheartening and demoralizing experience that showed me Bellhop does not care about their customers, regardless of how they present themselves online. 
  
  
  
  Sincerely,
  
  
  
  ****** *****