Complaints

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

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• 

  Bellhop, Inc.

  1110 Market St STE 502 Chattanooga, TN 37402-3310

• 

  Bellhop, Inc.

  79 E 7th Ave Columbus, OH 43201-2561

• 

  Bellhops Moving Services

  416 Knolls St Chapel Hill, NC 27516-2624

• 

  Bellhops, Inc.

  215 Fosdick St # 2 Cincinnati, OH 45219

• 

  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:08/26/2022

  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.

  Movers damaged dresser,couch and building walls offered very little money that will not pay for damages

  Business Response

  Date: 09/15/2022

  We apologize for the damages that occurred and for any and all frustration caused to Mr. ********. *****'s service was completed on 5/26/2022. Damages were reported on the day of the move, and a claim was opened that day as well. The customer submitted their claim form (attached) on 5/28/2022, claiming damages to a dresser, a sofa, and stairway walls. The claim was assigned to a claims representative and processed on 6/7/2022, and a settlement offer was sent to the customer on 6/9/2022. In accordance with Bellhop's complimentary compensation policy, compensation for the damages was determined at a rate of $0.60 per pound per item for the damaged furniture, and an offer for structural damage compensation was determined based on the average cost to repair localized area damage by the team's assessment, also in accordance with the company policy. As stated in the settlement offer letter (printed copy attached), the customer was given until 7/2/2022 to resolve the claim lest the claim be closed without compensation being issued.

  The customer contested their settlement offer on 6/20/2022, and a response was sent the following day (print copy attached), outlining the complimentary coverage policy and providing guidance on the information needed to review the claim and provide a revised settlement offer. The customer did not respond before the resolution deadline, leading to the claim being closed. We received communication from the customer regarding the claim in late July (approximately 7/27/2021). An email response was sent on the 27th (attached) explaining the deadline and offering an extended deadline to sign the settlement offer letter and receive compensation to 7/31/2022. The customer refused this offer, and the claim closed again. We feel we have made several attempts to resolve this with the customer and have been awaiting any clarifying information, repair estimates, etc. so that we can reach a satisfactory resolution with him. We have also extended our Claims deadline (going beyond what our Terms of Service allow) in order to try to arrive at a resolution. However, to date the customer has not provided us with the information requested in order to get to a resolution.

  Customer Answer

  Date: 09/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******** 315 dollars will not even cover wall damage all of it is on video

   

• Initial Complaint

  Date:08/18/2022

  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 moved with Bellhop Charlotte on 8/7/2022. I was scheduled for three movers, a driver, and moving truck. The driver and truck did not show. I was charged the full move before I was made aware in the amount of $519. This included the truck driver and truck that I did not get. I had to buy my own truck. The movers I was scheduled were late and then did not show up to the 2nd location. I have been requesting to speak with supervisors for three weeks with no resolution. I have asked for a full refund due to the overall experience of the move and still dealing with this horrible company three weeks after my move. I just want a refund and to never have to deal with bellhop again.

  Business Response

  Date: 09/15/2022

  We are incredibly sorry to hear of the poor experience Callie had with us. Since we could not provide a truck, any costs for the reserved truck were waived, and we compensated the customer for the U-Haul they rented and for the gasoline needed (U-Haul receipt attached). In light of the service failures and to address the customer's complaints, we elected to waived the bill in its entirety and refunded the customer in full on 8/18/2022 (receipt attached to note billing breakdown, adjustments, and refund dates). This refund was communicated to the customer on the 18th as well.
  

   

• Initial Complaint

  Date:08/12/2022

  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 booked Bellhops for 2 moves. On each, they failed to show up on time if at all. Due to their delays, I had to move all of the heavy items myself which is what I paid them to do. They put me in a position where it was too late to find an alternate moving company as I needed to leave the unit in less than 2 hours. They should give me the move for free as I had to do their work for them and didn’t have an opposition to find alternatives.
  
  On Move 2, they charged us for the full 2 hour move even though 1 mover didn’t show up for 35 minutes. Impossible to trust they’ll do their job.
  
  
  Move 1 - Move Out
  Reservation Name: ****** ******
  Reservation #: ********
  
  Move 2 - Move In
  Reservation Name: ***** *******
  Reservation #: ********

  Business Response

  Date: 09/19/2022

  Thank you for reaching out, and we are deeply sorry for the service failures on both of your reservations, ******* On 8/12/2022, a Team Lead for Bellhop's Support team contacted ****** via email to address their move experience and to assist in confirming that the bills for both moves would be corrected. After some correspondence between the customer and our Team Lead, both bills were adjusted for the reported service failures, and we confirmed the final billing with the customer on 8/15. We have confirmed today that any excess payments have been refunded to the card on file. We consider this now fully resolved.

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing about Bellhop Movers. I had a mover no show and was completely unable to do the move I had booked. The inconvenience of rescheduling a move is astronomical, and I had to call to cancel the whole move as the no show was not answering the driver or other mover, and the other mover was on hold for a long time and couldn’t get in touch with Bellhop for help. I got through and canceled and received zero apology, though my deposit for the move was eventually refunded. My major remaining issue, aside from the sheer unprofessionalism and how unacceptable it is to put someone in a situation where their moving day is canceled, is that I purchased a Groupon I cannot use. I can’t use it on the canceled move, and I handled the move and don’t need to move anytime soon, definitely not before the Groupon expires, so I will never see the services I paid for. I contacted Bellhop explaining my disappointment and seeking reimbursement but I did not receive a response. I attempted to reach out via the email provided on their site, as I wanted a paper trail of the communication and not just a phone call with empty promises. The email I sent this to was the one provided on their site, [email protected] and I emailed them 8/1/22. Their customer service # is 1-888-836-3939. I paid $126 for $200 worth of moving services and this was purchased on 7/15/22 with order confirmation number (through Groupon) ******************. I’m not sure if it’s a glitch or temporary or intentional, but it’s worth nothing I can’t get to the Bellhop website right now, but all other web pages are loading on my phone. At this point, since they have a deal with Groupon they clearly cannot promise to fulfill, I feel like I got scammed, especially since you move once and it’s not like there’s another way for me to spend that Groupon. The starting address of my move was 506 Tally Dr Pittsburgh PA 15237 and destination was 316 Hickman St Bridgeville PA 15017.

  Business Response

  Date: 09/19/2022

  Thank you for providing this feedback. We are incredibly sorry for the last-minute cancellation and for any and all frustration caused, *******. We have confirmed that we were unable to provide the full team requested by the customer for their move, forcing us to cancel the reservation. Due to these service failures, any and all payments made for the reservation have been refunded to the card that was on file. Additionally, we have reached out to the customer via email today requesting a preferred mailing address so that we may send additional compensation for *******'s Groupon purchase via check and to address any additional questions or concerns that the customer may have. While we can't recover the frustration we caused, we do believe that our full refund and the additional compensation offered will resolve this incident to the fullest extent possible. Once again, we are incredibly sorry for any and all service failures and inconvenience.

  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:08/08/2022

  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.

  On July 11 , 2022 Bellhop was contracted to move my family and we were guaranteed a full service move. They had a complete list of all of our items and furniture for 3 weeks before the scheduled move on August 3rd. I got many confirmations from them , what to expect and when they would arrive. We are moving into a 3000 sq ft home. And the move has been fully paid and arranged weeks in advance for the day of the 5th knowing we had to be out of the house on the evening of the 6th. The morning of the move they arrived on time at 8:00 AM in a small enterprise truck and told me they would take what they could but they had another move scheduled at noon so they would only be making one trip and could take one load and would not be moving all of my items.
  An hour into loading they asked me to walk around and choose what was most important to me to keep because the truck was getting full and they were only going to get a few more things. I explained that I had paid for a full move and that the house had to be empty the following day and they had to figure out how to get everything. Multiple calls to HR, Bellhop head quarters, customer service and everyone else in between by myself , my partner, my realtor and the movers themselves produced nothing but headache. I was informed we would have to book them to come out again to finish the job and they were not available until the following week possibly the 9th. Way after we are under contract to be out of the home.
  I had to call everyone I knew, book another last minute moving company and pay another $1500 to finish the move the following day.
  This company is a bait and switch. They took my money. Did not provide the service they were contracted to do and left me paying the bill for another company to come do what I had paid them thousands to do.
  We were helpless in the situation and the company would never answer or return our calls and still have not gotten back to us. We are out thousands, exhausted and stressed.

  Business Response

  Date: 09/22/2022

  We thank ****** for the feedback, and are deeply sorry that we were unable to complete her move, and for any and all frustration caused.
  
  At the time of booking, the customer provided us with an inventory that we estimated at about 7,000 pounds: and we sent a truck reflecting this inventory size and a moving team capable of loading and unloading this inventory in the allotted time. However, the inventory present at move day (August 5 2022) did not reflect the inventory or total weight provided by the customer at booking: the customer's actual inventory on move day was larger than the inventory that the customer provided to us at the time of booking.
  
  We attempted to book a follow up move to assist the customer with the excess inventory. We offered to assist the customer by booking a follow up move on August 9, which was the soonest we had availability to complete an additional move for her. This timeframe did not work for the customer, and she ultimately hired other moving services to assist with moving the rest of her items.
  
  We're sorry again that this occurred, however we feel that we did our best to assist the customer with a follow up move at our soonest availability (August 9) for the excess inventory that was beyond what was disclosed to our team when she booked with us. We are not able to compensate for the other services that the customer secured in order to move inventory that she did not disclose to our team at booking, and consider this issue resolved as fully as possible given the unfortunate and difficult circumstances.

  Customer Answer

  Date: 09/23/2022

  
  
  I am rejecting this response because:

  This is all very untrue. The inventory upon arrival was actually much less than what was described in great detail to the moving company. About half of what was described actually because the rest was in a storage unit that they never went to. 
  the driver informed me first thing upon arrival that your company had double booked them and one guy had to be in Atlanta so I needed to let them know what was important to be moved that day that they would not be able to complete my move due to truck size and time restraints. 
  the driver and all the movers contacted the company numerous times to see if they would bring another truck or could come back the next day to complete the contracted job. 
  the company intentionally would not answer or return any of my calls and still has not to this day. 
  I found out through the driver that I could reschedule and have them come out in a few weeks but I would have to pay them again and I had to be out of the house the following day for closing. 
  they absolutely knew this going in to the move and knew there was not a thing I could do about it.  They kept my money I paid for the full move but never completed the service. 
  I hired another company to complete the move the following day and I want my money back that I paid for this company for a service they failed to provide. 
  Horrible customer service.  Bait and switch transactions. 

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

  Business Response

  Date: 10/13/2022

  • BBB Complaint ********, Customer ****** *******
  • Bellhop Order: ********, Date: 8/5/2022
  • Our Response to the Customer's Rejection: We're sorry again for the frustration the customer experienced on move day. Lesley, this customer, booked our moving services through one of our partners, which covered the full cost of her move through our services. To be clear, we have not charged this customer for any services at any point, as her move was paid for by our booking partner. 
    
    We checked in with our team who was present for the customer's move, as well as our partner who covered the cost of her move, and confirmed that we reserved the appropriate resources (in terms of truck space and moving labor) for the total weight in the customer's inventory. We did offer the customer a follow up move on August 9 (4 days after her initial move date), however she declined and opted instead to book other moving services. 
    
    We apologize again for what we're sure was a frustrating and stressful experience.  However, given the information we have gathered so far, we believe that we have done our best to fully resolve this, and as mentioned we have not charged this customer for any services provided (as all costs were paid by the booking partner). 

  Customer Answer

  Date: 10/13/2022

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

  This is untrue. The company did not have enough time or room to complete the contracted service and offer to fix the situation for coming back in 4 days to complete the move. 
  I had to be out of the property the following day or the home sale would fall through. 
  I had no choice to call every company that I could get and pay them to come finished the move the following day 

  I am asking to be reimbursed the $1000 I had to pay another company to finish the job you were contracted to do 
  

  I also have talked to the partner company and they said your company needs to be prosecuted as you do this all the time to customers and we need to file complaints about you so someone else is not victimized. 

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

  Business Response

  Date: 10/13/2022

  We're very sorry again for the frustration the customer experienced on move day. ******, this customer, booked our moving services through one of our partners, which covered the full cost of her move through our services. To be clear, we have not charged this customer for any services at any point, as her move was contracted and paid for by our booking partner. 
  
  We checked in with our team who was present on site for the customer's move, as well as our partner who covered the cost of this move. Our experienced team of movers expressed repeated that the customer's inventory on move day exceeded the inventory list that the customer provided at booking. We did offer the customer a follow up move on August 9 (4 days after her initial move date), however she declined and opted instead to book other moving services. We understand that this date 4 days later did not work for the customer's needs due to the date of her house closing, and we are very sorry that we didn't have sooner availability to secure a follow up move for her excess inventory. 

  We apologize again for what we're sure was a frustrating and stressful experience. However, given the information we have gathered from the customer, our Pros, and our booking partner, we believe that we have done our best to resolve this in a manner that is fair and transparent.

• Initial Complaint

  Date:08/05/2022

  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.

  ref:_*********._***********:ref
  
  We contracted this company to move our furniture. The movers complained that they did not have enough staff to accomplish the job in one day. Three days later, they came back to finish the job. The scratched (deeply scratched) our floor in our new house. Days later, the company emailed me to tell me I had to pay them an additional $141.11 to even have our claim reviewed. I have emailed several times for an answer to how this is going to be resolved. I have not heard back. Last correspondence from them was July 26,2022

  Business Response

  Date: 09/19/2022

  Thank you for your feedback, and we are deeply sorry for the service failures and difficulties in the course of your move with Bellhop. In light of these service failures, *******'s original reservation was discounted by 20%, and we have discounted *******'s follow-up service by 20% with the three-hour minimum standard to Bellhop's full-service moves waived.

  A claim was opened on 7/14/2022 after the original reservation was finished, and a member of the claims team was assigned on 7/21, at which point we notified the customer of the balance noted above. After some correspondence, our Support team was tasked to review and resolve the customer's billing on 7/26. A settlement offer for the claim was finalized on 8/23/2022 and signed the same day (signed settlement letter attached). The settlement letter (that the customer voluntarily signed) indicates to us that this issue has been fully resolved and that the customer would make no further claims against us, for damages or otherwise. However, we recognize the frustration caused by the delays in this process. We are deeply sorry for any and all inconvenience.

  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 modestly satisfactory to me. Having said that; I accepted their tiny discount just to be rid of them!
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased moving services from Bellhop for my move on July 25th, order number ********* The estimate that they gave me for the job was $769.08. When I went to look at my bill today, July 29th, it was over $3000. I called their customer service and there was a time clock issue they are resolving and my final total will instead be around $1700. This is better, but it is still more than double what we were estimated. It took exactly three hours, which is what was estimated, and their billing breakdown on their website is very unclear and provides no information as to why I was charged so much more than they estimated. It looks as if it's deliberately made to confuse. They promise no surprises when it comes to billing, but my bill was more than double, it took me quite by surprise and is way over my budget.
  
  If the billing had a breakdown of cost for hours, supplies, etc, I would at least know where my money went and that I was not being scammed, but the billing is confusing and does not list these things, so I have no idea why I paid so much. I'd love to get an adjustment on my bill, but I would accept them just being able to justify where my money went.

  Business Response

  Date: 08/04/2022

  We sincerely apologize for the overcharge error on Ms. *******'s bill. This error is unacceptable to us and not the standard Bellhop experience. Our system reflects that all improper charges were refunded to Ms. *******'s order on 8/1/2022. A supervisor reviewed the issue and discovered it was due to a the improper date being entered when an associate was correcting the clock-out time after the move. Below is a breakdown of the updated billing:

  Loading & unloading: $160/hour  x  3.15 hours = $504.22
  Truck & driver: $99/hour x 3.02 hours = $298.65
  Tips: $150.00
  Order total: $952.87

  We believe this letter is responsive to these concerns and that Bellhop has taken appropriate steps to respond to Ms. *******'s complaint. Please let us know if there are any further questions that we may address or contact the Support Team at [email protected].

• Initial Complaint

  Date:07/26/2022

  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 am a 74 year old woman who lives alone, just completed treatment for cancer, and currently have a broken arm, so help with moving was essential. I booked a move with Bellhop who seemed like a very credible agency based on pictures on line and email communications. I was to move on July 20th at 8am. My Order # was ********* My daughter was there to help me. I was moving around the corner to a senior low income apartment and I had 12 items plus some boxes on my dashboard. On the day of the move, one mover Jamar-showed at 8am, and informed us that the truck would be an hour late due to it being subcontracted from a 3rd party. He also informed us it would be 2 movers instead of the 3 we had been promised. About 1/2 hour later, another mover showed- Omar- it was his first day and first move ever! During this time, my daughter was chatting with the online support to make them aware, and Jamar was on hold the entire move time trying to get in touch with his supervisors at Bellhop to make them aware. Truck showed a little after 9, and informed the 2 movers that the truck needed to be done by 12, which meant that only items that could be moved into the truck until 10:30 could come. The movers, due to being one man short, and inexperience had a really hard time taking apart the items we identified as essential (bed for me to sleep in, and 2 dressers in bedroom), and difficulty carrying the items. The movers came with no equipment to help them take things apart or move items. My daughter got in touch Sallie, a Supervisor at Bellhop and was told there was no way they could get another truck out there to move my remaining items until 7/25. Due to this we had to hire other movers for the same day to finish the job, an extra $700, and I am on a fixed/low income. We have called Bellhop 4 times now and have been promised a call back from the Quality Team to discuss adjustment to billing. No call backs at all. Sent a bill with some adjustment but no resolution.

  Business Response

  Date: 10/13/2022

  ********,

  I am so sorry to hear about these issues with your move back in July. Just to make sure I understand correctly: 

  - You had a move scheduled on July 20, however since one of the Pros assigned did not show up on move day, and because the truck was also late to your move appointment, this move could not be completed in full and on time. The full cost of this initial move was $717. 

  - The next available date we had to schedule a follow up move appointment was July 25. However, this date did not work for you, as you needed the rest of your belongings moved sooner. As a result, you hired other movers to move the rest of your belongings, and that cost you around $700. 

  I sincerely apologize for these issues with your move. This is not the standard of service we strive to provide, and I have issued you a FULL refund for your July 20 move: you'll see the remaining refund come through to your payment method within the next 3-4 days, depending on your bank processing time. Please let me know if you have any other questions or concerns in this regard. I'm really sorry again for your experience here, and I hope we've been able to make it right. 

  Very best,

  Megan
  Support @ Bellhop

• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12,2022 bellhop was hired to perform my local move. During the move there were multiple issues.
  1. My TV and king size mattress was damaged. Pictures were taken and can be provided. A claim was submitted to bellhop which has not been resolved.
  2. One of the movers was sick and threw up at both locations in my restrooms at the moving from location and the moving to location. He also used my restrooms as he had stomach issues which in return I had to clean and sanitize all bathrooms and present a worry about possible COVID. He ended up being sent home.
  3. Another mover assigned to the move ended up leaving early as he had to go to his second job. So what started as a three person team assigned to the move now was a 1 man team with it only being the team lead. It was so bad that the truck driver ended up having to help the team lead to complete the move.
  4. The move was only to cost $701.46 for 4 hours but now bellhop is trying to charge me over $1,300.00.
  5. The move went over due to the loss of manpower on bellhops end. As the customer I should not be charged all these additional fees when the service I paid for and the amount of movers that was supposed to be provided by bellhop was not effectively provided and the service was not efficiently carried out due to this.
  6. My claim was put on hold and the above issues have not been addressed by bellhop and they simply want to keep charging me when they failed to perform and provide the agreed to services. I should not be over charged for this move and I feel as if I’m being taken advantage of due to me being a female and Disabled Veteran.
  Bellhop has failed to provide a resolution, apology for the poor move and services or an attempt to make this right. Instead they just want to charge my card additional fees which I have not authorized and put it in writing until they resolve all the issues that went wrong.

  Business Response

  Date: 08/03/2022

  We apologize for Ms. *****s poor experience with Bellhop. We are sorry that we did not provide a complete team for the entire move, the damages, and the inconvenience of sanitizing after the Pro's illness. We understand that Ms. Reed trusted us to provide professional service and protect all belongings and that we let her down.

  Our system reflects that our Quality Team reduced Ms. *****s bill to ensure she is only charged for the time each mover was onsite assisting and discounted due to the overall service failures making the total cost $566.43. 

  Based on this BBB feedback, we've escalated her damage claim to be processed tomorrow, 8/4. We look forward to reviewing the damage for further compensation.

  We believe this letter is responsive to these concerns and that Bellhop has taken appropriate steps to respond to Ms. *****s complaint. Please let us know if there are any further questions that we may address or contact the Claims Team directly at [email protected]. 

• Initial Complaint

  Date:07/25/2022

  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.

  On 7/15/22 I went onto bellhop website to reserve movers and a truck for 7/23 8am. On the website, the company guarantees your move in if you book 3 days in advance. I booked 7 days in advance. On 7/22 at 631pm (13 hours prior to move) the company sent me an email saying they could no longer guarantee the move for 7/23 8am as they had an employee call out and had no back up even though the website says GUARANTEED if you book 3 days in advance. I have prepared for this move for over a week and have packed up all of my belongings as well as took time off work to ensure I was prepared for the move. When trying to call the company on 7/22 at 631pm I was placed on hold for well over an hour before I could speak to a manager. Finally a manager calls me back at 8pm on 7/22 which is 12 hours prior to the guaranteed move and informs me there is nothing she can do but reschedule the move for Wednesday 7/27 causing me to take additional time off work as well as paying more money for rent for having to stay extra days. The manager did not offer any type of discount and was not apologetic for this situation. The manager hung up the phone on me as well causing me to sit on hold for another 30 minutes just to be told there is no other solution. This company is false advertising their guaranteed service on their website. I expect a full refund for the false advertisement as well as a reschedule to move my belongings.

  Business Response

  Date: 08/03/2022

  Bellhop is sorry for the frustration and inconvenience caused by our need to cancel Mr. *******'s original reservation. We work to fulfill every order, and we apologize that our error and lack of appropriate solutions created a stressful experience for Mr. *******.

  Our system reflects that the deposit and authorization hold for the canceled order on 7/23 was fully refunded. Due to the experience, we rebooked Mr. *******'s order for 7/27 at 25% off. The order was completed in less than the estimated time of 4 hours.

  We believe this letter is responsive to these concerns and that Bellhop has taken appropriate steps to respond to Mr. *******'s complaint. Please let us know if there are any further questions that we may address.