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. has 31 locations, listed below.

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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:09/03/2024

  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.

  - The date of this transaction was August 17-18 2024.
  - I paid Bellhop ***** total for this move from Birmingham, AL to Naples, FL.
  - The business committed to providing experienced and professional movers which was not given to me during my move. Please see complaint attached for more details. On their website they quote "Our background-checked local movers are some of the highest rated movers in the moving industry. And when you book with Bellhop, you'll get photos of your moving team of Birmingham movers in advance so you're greeted by familiar faces on move day. We have the best movers in Birmingham and we're eager to prove it to you." Not only did I not receive photos of my moving team, 2 of them were extremely young and inexperienced which resulted in damage to many of my items.
  - I have contacted the business and they have offered to refund me a total of $1328 which is less than 35% of what I paid. As you will see in the complaint, the offer amount is disproportionate to the extremely unprofessional and disappointing events that occurred. I am requesting at least half of what I paid refunded back to me which is $******

  Business Response

  Date: 09/10/2024

  ****, we apologize for the damages that occurred during your move with Bellhop. We understand that you trusted us to protect your belongings and that we let you down. Preventing damages is a critical focus of our Operations Team. Due to this, we shared this feedback with the Market Manager to ensure the mover’s performance improves for the future.
  Our system reflects that you have been in contact with our Claims Team regarding these damages and have come to an agreed settlement amount.
  We appreciate you taking the time to review and leave feedback as we continue to refine our claims processes. Please contact [email protected] if you have any further questions.
  
  

• Initial Complaint

  Date:08/13/2024

  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.

  They charge a hidden cancellation fee that they don't notify you about until after you've already cancelled.
  - I cancelled over 48 hours in advance and was charged $*** + 10%; when I called to cancel they offered a discount if I didn't. At no point in the call did they mention I would be charged a cancellation fee; one it was all cancelled I received an emails saying I would be charged. When I called to get it refunded they said "sorry it's policy", "I can't speak to what someone else didn't say", "we have no power to do anything here". - Direct quotes from their customer service.

  Business Response

  Date: 08/13/2024

  We apologize for the frustration you experienced. Our cancellation policy is stated in our FAQ, Terms of Service, during the online booking process, and in our confirmation emails. Within 72 hours of the reservation start time, a team and a driver are assigned to the order. We developed this $200 late cancellation policy to protect our fulfillment costs and ensure that our rates remain affordable for all of our customers. We understand how this can be frustrating, especially if it wasn't clear when you called to cancel. Your feedback is valuable, and we will work on improving our communication to avoid any misunderstandings in the future. If you have any further questions or concerns, please don't hesitate to reach out.

  Customer Answer

  Date: 08/14/2024

  
  
  Complaint: 22134252
  
  
  
  I am rejecting this response because: The cancellation fee is not outlined in the confirmation email or in the booking process online. During booking it says "Risk free! No-cost cancellation up to 72 hours prior to your scheduled move.", it makes absolutely no mention of a fee or cancellation policy in the confirmation email as pasted below. The only location it's outlined is in the terms of service and hidden away in FAQ's, please do not lie about it being outlined where it isn't; also not having your CS rep tell me i'd be charged while on the phone is again hiding the charge. The FTC has recently cracked down on charges hidden in ToS for other companies, I'm sure they will be interested that you're following the same practice.

  Your reservation is confirmed.

  Confirmation code: ********
  Hey, ******* ****:
  With the code ********, you now have access to your customized dashboard, where you can review and manage every part of your service.
  Visit your dashboard
  We’ll be following up with more information as your service date approaches. In the meantime, please take a look at our Terms of Service, which includes important information on our cancellation and rescheduling policies, among other things.
  A note on payment
  Your deposit – 10% of your total estimated cost – will be charged to your payment method 48 hours after booking. We will also place a temporary hold on your payment method two days before your service. This hold is just for the estimated balance; your updated total will be charged 48 hours after the move is complete. You can view the payment breakdown in your dashboard, which is available via the link above.
  
  Questions? Check out our FAQ page! You can also chat with us online at bellhop.com or email us at [email protected] and a member of our team will follow up ASAP.
  
  All moves are subject to Bellhop’s Terms of Service
  

  Business Response

  Date: 08/15/2024

  We appreciate the feedback and apologize for the confusion. We strive to offer the most flexible policy possible as we understand things come up, which is why we changed our policy to no fee until 72 hours before the move. Once inside 72 hours there is a very small likelihood that we will be able to book another customer in such a short window, so we do add the fee to cover our costs incurred with booking, supporting, and staffing that move in advance. We apologize for not clearly stating this information at the time of cancellation. We have refunded $***.00 for the cancellation fee as a measure of goodwill and shared this feedback with our teams.

• Initial Complaint

  Date:08/07/2024

  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.

  They clearly over booked our move for Saturday August 3rd. Movers showed up at 2 pm, but no truck. 3:20 pm the lead mover tells me that he’s leaving and we have to reschedule. Dealing with customer service multiple times for an hour. Told there will be movers and a truck between 5 pm-6 pm. 5 pm rolls around, truck driver is there, but no movers. 6 pm rolls around and the movers are there but no truck driver. 6:30 pm customer service calls me saying they are canceling my move because the movers already left and we have to reschedule. Craziest part is the movers were standing in front of me waiting for the truck. 6:45 pm they start moving our stuff and I have already heard them complain earlier that we had too much stuff. Too much stuff for movers working at a moving company, okay. At 9:20 pm, they told me that they hit their max 4-5 hours and they have to be done. 6:45 pm-9:20 pm does not add up to 4-5 hours but okay. Broke my coffee table and multiple boxes were slammed around in our garage.

  Business Response

  Date: 08/08/2024

  We sincerely apologize for the issues you encountered during your move on August 3rd. A member of our supervisor team has reached out to you, and we have re-evaluated your final bill. It was discovered that your hourly rate was initially booked at $239 but was mistakenly increased to $317 per hour due to a system error. We deeply regret this mistake and have adjusted the rate to the correct amount. As an additional apology, we have applied an extra 5% discount on top of the 15% discount previously offered. You can review these adjustments on your dashboard. We are truly sorry for the inconvenience you experienced and appreciate your patience as we work to resolve these issues.

  
  

  Customer Answer

  Date: 08/12/2024

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

• Initial Complaint

  Date:08/07/2024

  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 move me from my residence in Gilbert, Arizona to my new house in Gilbert, Arizona. This was done on 8/1. I had ordered 7 Movers plus one Driver, which was confirmed to me via my Bellhop dashboard on 7/31 (Picture attached of Movers and Names). On 08/01, only 3 movers showed up, along with one driver, but the driver did not assist. Due to paying by the hour, this caused my move to be longer since now only 3 people were there instead of 7 plus the driver. Not only this, but one of the movers dropped my fridge off the truck, then also dented my cabinet. Finally, the driver left some of his belongings back at the old house, which caused me to have to drive back over there to let him in to get it. I have tried reaching out to bellhop via email and phone everyday since the move on 8/1; however, they not only haven't rectified this with a discount, but they actually charged my credit card without ever calling/emailing me. I have tried numerous times to get ahold of a supervisor and they always state one is not available and no one ever calls me back. This is the 4th time I have used bellhop, and I will never use them again unless they rectify this. To me, this is bait and switch and poor business practices by charging me for something that was not delivered.

  Business Response

  Date: 08/12/2024

  We apologize deeply for the challenges experienced during your recent move with Bellhop. We understand your frustration, especially given the discrepancy between the number of movers you expected and those that arrived. Our records indicate you web-booked this move for four movers and one driver; the driver’s role typically involves managing the truck rather than assisting with the move directly. As a courtesy, we initially added two recruits to support your move at no additional charge. Unfortunately, due to a scheduling conflict, these recruits were removed, and an unforeseen personal emergency further reduced our team's size. We have ensured that you were not charged for the unavailable mover and the recruits.
  Recognizing the inconvenience this caused, we applied a 15% discount to your bill, effectively waiving the cost of any runover. Regarding the damage to your belongings, please rest assured that our Claims team is actively handling your case to ensure you are compensated. We sincerely regret any damage and inconvenience and are keen to rectify this situation. If you need further assistance or wish to discuss this matter more, please do not hesitate to reach out to us at [email protected].

• Initial Complaint

  Date:08/05/2024

  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.

  Worst Moving Company Ever and I am going to let everyone know it via all of my available platforms which will in-turn affect this company’s bottom line revenues lost in future business.
  
  This move was booked on 7/24/2024
  
  I was quoted a little over a thousand dollars to complete my task. Ok cool. Just under ****.00. I agreed to it because I took solice in knowing it was a big name company.
  
  My move date was set for Saturday 7/26/24. At 3pm. The movers arrived within the hour window that’s given. When they arrived there were 3 movers and a 4th guy which I later found out was just there to drive! What a crappy model to have an able body person there not helping.
  
  Ronny(Lead) I could tell was experienced and I could tell HE knew what he was doing. The other two Asher and Johnathan were not. As a matter of fact through dialogue and my conversation with Ronny as well as the agent I spoke to on 7/31/24 found out they had just started the previous month! So they sent 1 experienced mover with two inexperienced movers. ( recipe for disaster) and that’s exactly what happened!
  Asher and Johnathan had no experience with moving things around walls and they damaged the Townhome(rental) which I will be charged around ***.00 out of my deposit to remedy.
  They also were moving things that did not require two man holds which increased moving time a great deal. Ronny had to stop his task of stacking numerous times to assist and redirect and appeared very frustrated with the delay this was causing.
  At the 2 hour mark, I went to Ronny and said hey, we need to speed this up and get on some type of willingness to meet the deadline of the time I agreed too and paid for. (Left pickup at 8 something!!!!
  Arrived at new location, they dropped my 2k fridge off of the lift onto concrete because Johnathan did not help brace it. scratched up, dented and now making a noise. Scratched walls in my new built home.
  Lost screws to handles!
  Was charged 5 extra hours due to these slow newbies!

  Business Response

  Date: 08/07/2024

  
  We are sorry for the poor experience you had. Our records show that our Support Management Team addressed your concerns directly by applying a 20% goodwill discount, which was agreed upon. Additionally, a damage claim form has been provided to resolve the cost of the damages and repairs. We are taking proactive steps to prevent similar experiences in the future. Thank you for taking the time to share your feedback.

  Customer Answer

  Date: 08/12/2024

  
  
   
  
  I am rejecting this response because not only was the damage claim form sent, but I filled it out and returned it and make said he would update me. So yes, I received the 20% but am now waiting on the damage claim to reimburse me for my ****.00 refrigerator that was dropped off of the lift gate of the truck and until all has been handled. AND PLEASE DONT SEND ME A CRAP OFFER FOR MY DAMAGE. If my refrigerator costs ****.00 and it was dropped of the lift and is not working properly. It will take quite an amount to repair
  
  
  

  Business Response

  Date: 08/13/2024

  *******, we apologize for the damages that occurred during your move with Bellhop. We understand that you trusted us to protect your belongings and that we let you down. Preventing damages is a critical focus of our Operations Team. Due to this, we shared this feedback with the Market Manager to ensure the mover’s performance improves for the future.
  
  We have noted that you have been in touch with our Claims Team about the damages. We apologize that you are unhappy with the compensation we have offered. Our compensation for damages is based on the standard weight in the moving industry, which is calculated at $0.60 per pound as stated in our Terms of Service and selected in the signed Moving Service Agreement attached.

  We appreciate you taking the time to review and leave feedback as we continue to refine our claims processes. Please contact [email protected] to have your claim resolved.
  

  
  

• Initial Complaint

  Date:07/26/2024

  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 called Bellhop about getting a quote for moving a couch. The lady said it would be $139 per hour but never mentioned it was per person. The first worker showed up and had me scan his QR code to login. I asked him to wait for his partner because they drove separately and I didn’t want to clock to start. He said his partner was almost there. After he clocked in he went outside and waited 20 minutes on the clock for his partner. When his partner arrived they tried moving the couch for about 5 minutes damaging my ceiling and door frame. One of the workers asked me if I could google how to take it apart. I tried calling the furniture store that I bought it from but they didn’t open until 9:00 so we stood around and talked until the store opened and I was giving directions on how to take it apart. After we waited 30 minutes for the furniture store to open the workers said it was against company policy to take furniture apart. So they clocked out and left. When I called customer service they said it was not against company policy and the worker lied and said that he didn’t say that. I was charged $293 for 5 minutes of work and hundreds of dollars damage to my house.

  Business Response

  Date: 07/26/2024

  Dear *****,

  We sincerely apologize for the poor experience you had with our service. The confusion regarding the hourly rate is regrettable; to clarify, $139 is the total hourly rate for both movers with a 2-hour minimum. We are sorry for the damage to your ceiling and door frame and the incomplete service you received. We have compensated you through our claims process and waived the full cost of the move due to these issues. You can view the status of your refund on your dashboard. Please allow 3-5 business days to process. Your feedback is important to us, and we are committed to improving our communication and service standards.

  Customer Answer

  Date: 07/29/2024

  
  
  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:07/23/2024

  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 booked a move with 2 movers and one driver for 8AM on 7/18, earlier that day I was advised the move was fully staffed and would be conducted as booked. I received an email around 9:30pm (less than 12 hours prior to my move) the move would need to be rescheduled by Bellhop for 7/18 at 2 PM. The move was not only rescheduled but the rate increased due to rescheduling original rate was $*** per hour and was now showing $*** per hour for 3 people. I was unable to get in contact with the business as it was after hours, I called promptly the following morning (move in day) to get more information and was advised the reschedule was due to Bellhop scheduling error and was advised the move would proceed at 2 PM at my original rate since the reschedule was at no fault to me. I was also able to see via their dashboard there were only two individuals assigned to my move (1 driver and and 1 mover) which was not what I booked and I inquired about this and was told the move would be fully staffed.
  
  Later this day the driver reached out to let me know there would only be two people. I contacted Bellhop and was advised they would find a third person, I called back shortly before the move to confirm they were able to find another staff member and was told the third person was on their way. Only two people ever showed up. I contacted the company the following day and spoke to an escalation manger about my experience and adjusting the bill as the bill was still showing $*** per hour for 3 people. They acknowledged I should be billed for the original rate and that they would adjust the rate to accommodate for 2 people instead of 3 since that is who showed up. They sent en a bill adjustment via email and it was not correct. I called back and spoke with someone to have it corrected before I was charged, was told I would receive it via email and have not received and was billed the incorrect amount. I have reached out via phone and email and the escalations team is not responding

  Business Response

  Date: 07/25/2024

  We sincerely apologize for the difficulties you have experienced with the billing for your move. It is important to us that our customers receive accurate and fair charges, especially when it concerns a service error acknowledged by our team. We understand your frustration and appreciate your patience as we addressed this issue. Our records indicate that you have spoken with our Senior Manager, who has provided a resolution by adjusting the billing discrepancies. If there are any further concerns or if you need more clarification, please don’t hesitate to contact us directly at [email protected]. Thank you for bringing this matter to our attention, and we hope to resolve any remaining issues promptly.

  Customer Answer

  Date: 07/25/2024

  
  
  
  I am rejecting this response because the bill still has not been adjusted properly. 

  per a previous conversation via phone on Saturday 7/20 I was advised my bill would be adjusted to $******, Bellhop has still provided me with a bill for $****** and refuses to return the refund I was promised. I reached out via email yesterday to have this corrected and have not received a response. When I call, I am told I will receive a call back from Bellhop’s escalation team and no one has done so. Please adjust the bill accordingly as Bellhop has acknowledged they will do so

  
  

  Business Response

  Date: 07/29/2024

  We have recalculated the final invoice by upholding the initial hourly rate for a team of 2 movers and 1 truck to meet the 3-hour service minimum at a rate of $*** per hour. Additionally, supervisor has reached out to customer to offer a 15% goodwill discount which has been applied. Please be aware that the previously assigned 3rd mover was in training and is not factored into the hourly rate. The breakdown of your final bill, as previously confirmed during the booking, is outlined below. Further information can be found in the accompanying final invoice.
  $***/hr for 2 movers 1 truck (honoring the original rate prior to reschedule)
  $***/hr x 3 hour minimum = $***
  + $*** service fee
  Subtotal
  $******
  -$***** 10% promo code
  -$***** 15% goodwill (hqrs and delays)
  Final Total
  $******
  Deposit (10% of the final total) paid
  $*****
  Remaining balance Captured
  $******
  If you have any further questions or would like to discuss this further, please contact at our team at [email protected]

  Customer Answer

  Date: 07/29/2024

  
  
  
  
  I am rejecting this response because:
  
  The $*** concession agreed upon is not being removed from the balance based on the invoice provided. The information Bellhop continues to provide contradicts previous conversations with your escalation team on the agreed upon balance due. Please go back through your record and review the recorded calls and provide an invoice and refund to reflect the already agreed upon solution here

  
  

  Business Response

  Date: 07/30/2024

  Upon further review, we are adjusting your discount further due to the issues reported  to bring your total amount to $******. You can review your updated billing details in your dashboard. A refund has been issued for the difference. 
  

  Sincerely,

  
  

  Customer Answer

  Date: 07/31/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that that while  my experience was extremely unsatisfactory and I do not appreciate the back and forth to come to a resolution the resolution although not satisfactory to me, will be accepted. 
  

• Initial Complaint

  Date:07/01/2024

  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.

  This is a move that took place on 6/26/2024. The cost was 0ver $2900.
  
  I dealt with a salesman in Chattanooga who said the company would provide a professional crew of 4 Bellhop moves who would arrive at my home at 8:00 a.m. I paid extra for the 4th crew member based on Nick's recommendation.
  
  The crew they actually provided did not arrive until after 10:00 a.m. They were from Atlanta and clearly were not professional movers. They would better be described as contract laborers. They were not employees of Bellhop. I walked the lead member of the crew, who went by Mr. Charles, around our entire house. We had items that were to stay grouped together and items that they were to take grouped together. I also specifically instructed him to make sure that they got all the large furniture on the truck and if there were boxes left over that would fit in a car, we would move them ourselves. He nodded and said something like Don't worry, Sir.
  
  6 hours later he came in to tell use that they could not get everything in the truck. They had taken almost every small box. They had taken all of the lawn equipment that I asked them to not touch. Tomorrow, I will return back to the old house with an SUV full of lawn equipment. Meanwhile, they failed to get my wife's computer desk and almost all of our patio furniture that they were supposed to move in the truck. The truck left while he was still explaining the situation to us. No final walk through. No chance to see what was on the truck. They also managed to leave 2 foldable twin bed frames for two mattresses and box springs that they did get on the truck, so I could not set those beds up. As we continue to unpack we continue to find more items that they moved that should not have been moved.
  
  I spent two days discussing this situation with their customer service department. They refuse to come and complete the move unless I pay 90% of the cost of the remaining move. This is not acceptable.

  Business Response

  Date: 07/05/2024

  ******, we sincerely apologize for the inconvenience and frustration you experienced during your move. We understand how important it is for a move to go smoothly and regret that this was not the case for you. Our records indicate you have been in contact with our Move Success Team, who addressed your concerns. We note that you chose to accept reimbursement for the U-Haul costs instead of proceeding with a follow-up move. Regarding the issues with the movers, we have brought your feedback to the attention of our Market Manager, who will take the necessary steps to address this internally. We strive to provide professional and reliable service, and your experience will help us improve our operations.
  
  We appreciate your feedback, as it helps us enhance our services and prevent similar situations in the future. Should you have any further questions or need additional assistance, please do not hesitate to contact us at [email protected]. Thank you for bringing this to our attention and giving us the opportunity to improve.

  Customer Answer

  Date: 07/10/2024

  
  
  
  I am rejecting this response because:

  As stated in my last message, I agreed to a refund of $390.  Bellhop issued a refund for $290.  You shorted my $100 on the refund, just like you shorted me on the service I was promised during our move.  It is beyond annoying after everything that we have been through with you that you cannot even meet your promise for the refund we agreed to.  I will continue to let people know about my horrible experience with your organization.
  
  
  
  Sincerely,
  
  
  ****** *********

  Business Response

  Date: 07/12/2024

  ******, our phone and email records indicate that a refund of $290 was discussed and agreed upon. We apologize for any confusion regarding the discounts. If you have any further questions or concerns, please contact us at [email protected]

  Customer Answer

  Date: 07/13/2024

  
  
  
  I am rejecting this response because:

  It is a not a response.  i have already been stonewalled by Bellhop's Customer Service on multiple occasions.  They will either issue the full refund they promised or they will not.  I wish I had looked at this site and seen their "F" rating. 

  I will be talking to my agent at **** *****, which provided the "concierge" service that led me to Bellhop and asking him to put me in touch with whoever at **** ***** is responsible for the "concierge" relationship.  I want to make sure that all of their agents are fully aware of what a horrible company Bellhop is so that they never choose them for moves into their new homes.

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

• Initial Complaint

  Date:06/28/2024

  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.

  Subject: Formal Complaint Against Bellhop Moving for Overcharge and Unethical Business Practices
  
  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Bellhop Moving regarding an overcharge and unethical business practices related to my move on June 21, 2024 Despite multiple attempts to resolve this issue directly with Bellhop Moving, the company has refused to address my concerns satisfactorily.
  
  On the day of my move, Bellhop Moving miscalculated the size of the truck needed, resulting in multiple trips by the moving team. The team leader admitted this was an error on the company's part and assured me that I would not be charged more than the originally quoted 5-6 hours (roughly $*****). However, my final bill included the original quote plus an additional overcharge of $*****.
  
  I immediately contacted Bellhop Moving to request an adjustment of my bill, but they have refused to return the overcharge. As previously detailed, the overcharge was a direct result of the company's error in miscalculating the size of the truck needed for my move. The moving team leader explicitly acknowledged this mistake and assured me that I would not be charged beyond the originally quoted 5-6 hours. It is outrageous that they are now refusing to honor this commitment and are instead holding me responsible for their company's incompetence. This refusal is completely unacceptable and demonstrates a lack of integrity and disregard for customer satisfaction.
  
  I am seeking the BBB's assistance in resolving this matter. Specifically, I request that Bellhop Moving:
  
  Refund the overcharge of $***** to align the final bill with the original quote.
  
  I hope the BBB can intervene and help resolve this matter swiftly and fairly.
  
  Thank you for your attention to this complaint. I can be reached at [phone number] or [email address] for any further information or clarification.

  Business Response

  Date: 07/22/2024

  We sincerely apologize for the difficulties you have experienced with the billing for your move. It is important to us that our customers receive accurate and fair charges, especially when it concerns a service error acknowledged by our team. We understand your frustration and appreciate your patience as we addressed this issue. Our records indicate that you have spoken with our Senior Manager, who has provided a resolution by adjusting the billing discrepancies. If there are any further concerns or if you need more clarification, please don’t hesitate to contact us directly at [email protected]. Thank you for bringing this matter to our attention, and we hope to resolve any remaining issues promptly.

  Customer Answer

  Date: 07/23/2024

  
  
  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.
  
  

• Initial Complaint

  Date:06/25/2024

  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’s website is full of lies. They are a moving broker, and they do not disclose this. Despite the fact that they claim to be based in Chattanooga, they have no US employees and you cannot speak to anyone in the US; everything is run out of an overseas call center staffed by ESL employees reading scripts.
  
  I used Bellhop in 2021 to move a smaller household than I have now. I engaged them again because they did a good job. They were US-based then.
  
  Customer service people blew the estimate of how many movers and hours it would take. All the packing was done by the time they arrived, but the inexperienced team lead didn't recognize that he needed more resources until three hours into the job. When I authorized an additional mover in the middle of the process, Bellhop never sent them, but they charged me $117.88 for them anyway. They’ve already reversed an unexplained $50 charge in my dashboard.
  
  The packers showed up 20-40 minutes late and just threw my belongings into boxes to make up for the lost time; one of them stank of weed. One of them never introduced themselves and the one who smelled like a walking bong gave me a nickname, so I have no idea who was in my home and Bellhop does not either. It’s not safe.
  
  The movers themselves were polite and professional, but the truck and furniture bins they used were filthy and they did not wrap my mattress or couch cushions. The couch was white; now the pillows are zebra colored. They are ruined; that’s a $1500 couch. The bottom of the mattress is dirty.
  
  Bellhop didn't finish the move and left me with a disassembled platform bed and multiple pieces of furniture still at the old location. (Furniture disassembly is not one of their scripted questions.) They couldn't complete the move for another five days, and they wanted an additional $700; I hired two college students and a U-haul and we finished it in two hours for $250 the next day. I have yet to receive the insufficient credit they promised.

  Business Response

  Date: 06/27/2024

  Dear ******,
  Thank you for sharing your feedback regarding your recent experience with Bellhop. We are deeply sorry to hear about the issues you encountered, and we genuinely appreciate your patience as we work to address these concerns. We have reviewed your account and noted the discrepancies in the service provided, particularly regarding the additional mover who was not sent, the extensive damages, the team's performance and the billing inaccuracies. To rectify this, we have only billed you for the three movers who were present. We are addressing your team's unprofessional and reckless performance with our Market Operations Management. Additionally, we have sent you a damage claim form to document the damages to your couch and mattress. Please complete and return this form at your earliest convenience so we can process your claim promptly. To acknowledge the inconvenience and stress this situation has caused, we have applied an additional 10% goodwill credit to your account of $194.01.We strive to provide transparent and reliable service and regret that we did not meet those standards in your case. Thank you for bringing these matters to our attention and allowing us the opportunity to make things right.
  
  Sincerely, 
  Bellhop

  Customer Answer

  Date: 07/02/2024

  
  
  
  I am rejecting this response because it fails to address most of the points I have raised. I also want to reiterate that the movers are good guys who did the best they could, although the team lead seemed inexperienced and should have asked for another mover earlier -- I don't want them punished for the fault of the call center. They booked a totally inadequate amount of time and number of movers because they failed to ask the questions needed to ascertain what the job actually consisted of, and they are deeply disorganized. 

  1) Refund of Unexplained Dashboard Amount ($117.88)

  I asked for an explanation of the $117.88 charge on my dashboard; I have not received one, and I am demanding that this amount be refunded. "Gerard" from Bellhop kept me on the phone for 47 minutes on June 23, 2024 (I spent 40 of that 47 minutes on hold). He had ostensibly called to resolve that charge, but remained unable to explain what the charge was for. This was not the first or only unexplained charge Bellhop levied against me; they already had to cancel out a $50 charge that had no explanation. I want the $117.88 refunded and I will not accept any settlement that doesn't involve a refund of this unexplained amount.

  2) Refund for Cost of completing Bellhop's unfinished work ($250)
  

  I demand $292.59 for the amount I had to pay to U-Haul ($42.59) and two other movers ($125 each -- documentation for all charges attached) to complete the move that Bellhop left unfinished. Bellhop's movers disassembled my bed, gouged the bedframe wood trying to jam it into the elevator, and finally abandoned it, still disassembled, in the entryway of the residence I was leaving, along with other large pieces of furniture and all the wall art in the residence. Bellhop's initial inquiry to establish the hours and number of movers needed should have included questions about furniture disassembly and wall art (I had called Bellhop to warn them of these issues), AND all of their teams should bring the basic furniture disassembly tools (hex keys and channel lock pliers) needed to disassemble furniture regardless. "Thea" from Bellhop demanded another $700 to complete the work (inflated nonsense), said they would not be able to find anyone for another four days, then had the nerve to ask me how many movers and hours I thought I would need. That is literally Bellhop's job; find the team lead and ask him what is needed. 

  I will not accept any settlement that doesn't include this amount.

  3) False Claims/Lack of Transparency on Bellhop website (getbellhops.com)

  Bellhop's website landing page says "Let our Atlanta movers take the anxiety out of your moving experience. From Buckhead to Midtown to Smyrna, Bellhop’s got your back with transparent pricing, customizable service options, and Atlanta movers you can trust when you need moving help. Let us show you why we're the most reliable movers in the Atlanta metro area." 

  First of all, it is obvious from Bellhop's BBB, Yelp, and Google feedback, which has been nothing but one-star since 2023 forward, that they are not most reliable anything anywhere. I made the mistake of using them because I had used them in 2021 when they were still local; they are a completely different company now. They have no Atlanta employees; they have no US employees at all except for a CEO in Chattanooga who outsourced all the functions to an overseas call center that doesn't bother to recruit employees with a solid grasp of English or train them on Bellhop policy and procedure. Second, they do not disclose that they are a broker unless you scroll ALL the way down to the tiny print at the very bottom and click on "Terms" (buried down by the copyright statement) to open a 20-page single spaced agreement where this language is buried:"** Bellhop is not a household goods mover or other transportation provider and does NOT provide moving services.**" They KNOW this is crucial to people's decision to use them, which is why it is set off by double asterisks. Yet they literally claim in multiple places on the website that they provide moving services ().

  All language claiming, suggesting, or implying that Bellhop is a direct provider of moving services must be removed from the website and the language ""** Bellhop is not a household goods mover or other transportation provider and does NOT provide moving services.**" must be placed at the top of their landing page and every other page of their main website in the same size font as the rest of the website content. 

  They do not have transparent pricing, because I had multiple charges appear in my dashboard with no justification or explanation. This is a consistent theme across Bellhop Yelp and BBB reviews. I want the claim about transparent pricing removed from their landing page. 

  When you move, you basically give a company your life and hope that they will treat it with respect and care. Bellhop treated me and my possessions with the ultimate disrespect and it has continued for two weeks and dozens of hours of my time trying to get the damage repaired and get made whole for a shoddy job that was not completed. 

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

  Business Response

  Date: 07/05/2024

  ******, we sincerely apologize for the negative experience you had with our service. Our records indicate that you contacted our Support Team on June 23rd and were provided with a thorough explanation of charges; however, we understand that you rejected this explanation. We have worked to discount you for your experience, though we could not provide the resolution you preferred, we made efforts to address your concerns. 
  

  Regarding the damages that took place during your move, we understand that you trusted us to protect your belongings, and we let you down. Preventing damages is a critical focus of our Operations Team, and we take your feedback seriously. It appears you have been in contact with our Claims Department, which is working to issue a settlement for the damages, separate from the discounts our Support Team has already applied.
  
  We apologize for the stress and inconvenience caused and appreciate you sharing your feedback, as it helps us improve our services.

  Customer Answer

  Date: 07/09/2024

  
  
  I am rejecting this response because the settlement offered by Bellhop was $30, which is outrageous and won’t even cover part of a replacement pillow cover. They said it was because the industry standard is to reimburse based on the weight of the item, which is (1) not true and (2) ridiculous; they apparently think I’m stupid enough to believe that a moving company that damages a $1000 dress would only have to pay five dollars because the dress doesn’t weigh very much. Bellhop’s own insurance is based on the dollar value of the items.

  They are wasting my time and hoping I will go away. I am not going away. 
  

  I provided my settlement number. Bellhop can meet it or choose not to meet it. 
  

  I hope that at some point the BBB will actually start mediating this instead of just passing emails back-and-forth.
  
  
  
  Sincerely,
  
  
  
  ****** ******