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:06/20/2024

  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.

  On May 7th, 2024 I signed a contract with Bellhop Movers for $977.40. The contract was for the move to take place on May 27, 2024 @ 8 A.M. It included a moving truck and 4 movers for 4 hours. On May 27th at approximately 7:45 A.M. I got a call from Bellhop stating they were not coming because their truck broke down. When I expressed my dissatisfaction with this they changed it to the move could take place at 2P.M. We agreed at this time because I had no other choice because I had to move this date. At about 2:15 P.M. the 3 movers not 4 as promised showed up stating that I needed to go online and sign the contract before they could get started. I attempted to do this but was unsuccessful due to a glitch on Bellhops end. I then called Bellhop and spoke to a representative who stated the movers could get started and for me to record the time that the movers started (2:48 P.M.). The movers proceeded to pack up and load the truck. But before I left going to the location where items were to be delivered, one of the movers said that they were going to move only the inside of the house and would be back the next morning to complete the move. When they arrived at the drop off location I was told they they had received notice to complete the the move that day. They unloaded the truck then went back and loaded the items from the garage and backyard and brought them back at which time it was dark outside. The move did exceed over the 4 hours that was scheduled but to no fault of mine. After the movers left I discovered damages to items and filed a claim. On 6-12-24 a settlement letter was signed awarding $148.60 for the damaged property. On 6-5-24 I discovered Bellhop had withdrawn an additional $537.42 from my bank account without my knowledge or consent. In addition to this Bellhop also kept the $148.60 awarded for damages stating that it went towards the money that was owe to them for exceeding the 4 hours.

  Business Response

  Date: 06/22/2024

  We apologize for the frustrating experience you had with your recent move and for any damages to your items. To clarify, the additional charge of $537.42 was part of the order total, as outlined on your receipt. The settlement amount of $148.60 was applied as a discount to your order total, as there is still an outstanding balance. Consequently, it was not issued as a refund or check. In recognition of the inconvenience and understanding that the no-show mover contributed to the runover, it appears our Support Team waived the cost of the additional runover.
  
  If you have any further questions or concerns, please contact us at [email protected]. We appreciate your feedback and are committed to making improvements to prevent such issues in the future.
  

• Initial Complaint

  Date:06/06/2024

  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.

  On 4/26/24 I contracted with Bellhop Moving to move me from ****** ****, Chicago to West Loop, Chicago on 5/31/24 with a start time between 2-3 pm. I paid a deposit of $102 at that time to reserve my move.
  
  At 8:30 am on 5/31, they called and said they wouldn't arrive until 3 pm because their first move was running long. I told them that was fine and then at 3:30 pm they called again saying they would have to reschedule me because they no longer had a truck or driver for me. Rescheduling was not an option for me as I had to be out of my old apartment that same day and I would have made that clear at the time of booking and/or not booked with them had they communicated needing to reschedule was possible. After numerous calls, they finally told me that they could still provide me with movers but that I would have to rent my own truck and find my own driver. At ~4 pm, they said my new movers would arrive no later than 5 pm. The 2 movers arrived an hour late at 6 pm and finished my move at ~11:30 pm.
  
  I was told I'd have a crew of 3 but only got 2 and naturally the move took longer than it should have, however, Bellhop won't work with me to cut any labor hours off of my final bill. I also had to pay for renting a Uhaul, driver, and transportation to/from the Uhaul rental location out of pocket which I believe Bellhop should reimburse me for. The only accommodation they made was not charging me $150 for a truck and driver, but my total costs associated with procuring my own exceeded that by nearly $300.
  
  I contacted them explaining why I was asking for a partial credit and they didn't respond, which is why I'm filing this claim. I believe they should reimburse the amount my out-of-pocket costs exceeded the $150 credit and cut some of the labor hours since they didn't fulfill all of the obligations they committed to: provide me a truck and driver, start my move between 2 and 3 pm, and send a crew of 3.

  Business Response

  Date: 06/08/2024

  *******, thank you for taking the time to share your feedback. We sincerely apologize for any frustration or inconvenience that we created. We understand how important it is for a move to go smoothly and regret that we did not fulfill our commitments to you. A member of our Support Team will be reaching out to you to discuss your experience in detail and ensure we are discounting you fairly, in accordance with our discount policies and procedures. We appreciate your patience and look forward to resolving this matter.

• Initial Complaint

  Date:06/03/2024

  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.

  We contacted the company on 5/26/2024 and signed a contract for 3 movers and a truck - 4 people total. The company is having problems with their system so I received an email the next day asking me to sign a contract again. We called and were told not to sign anything else. When the movers arrived there were 2 people total. One of those other contracts may have made the change but I was not told that a change was made to the contract. I'm relatively certain the contract I signed is what is binding. The truck was smaller than promised as well. The movers were from a third party. They had a Lawrence KS phone number so I don't know if they were working for the KC location or the Overland Park location. Our contract guaranteed arrival between 8:00 and 9:00 am. They arrived at 10:30 am. They were to take a minimum of 3 hours and a max of 5. Had there been enough movers this would have been easy to accomplish. However, they a. took a 15 minute break and b. worked til 4:12. I called the company and they said that they would honor the 5 max and somehow came up with a $180 discount. Mathematically that made little sense since we were 2 people short. They said they'd call back yesterday - and they didn't. As of last night, we called the company again and talked to another person who gave us totally different numbers. We were given a 15 % discount and that's all he could do. His explanation: 10:27 to 4:12 is computed as 5 hrs and 50 minutes. (No way.) Because the driver helped move, he gets paid as the second mover AND he gets paid as the driver. Obviously he can't drive and move items simultaneously, but his fee is paid 100% for both. If there had been 3 movers, they would not have gone over the stipulated time and the pay would be fair. No effort to acknowledge that my time (8:00-10:30 and then 2:00-4:12) was wasted AND we had to scramble to figure out how to be home for our youngster returning from school at 2:30. He just kept saying "sorry" but won't really fix it.

  Business Response

  Date: 06/05/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for the issues you experienced during your move.
  
  We understand that there was a miscommunication regarding the number of movers and the contract. Our records indicate that we did not receive a signed contract from you, which may have contributed to the misunderstanding. We apologize for any confusion caused by multiple contract emails and any resulting discrepancies in your expectations.
  
  Regarding the team size and timing, we supplied 2 movers as per the booking we received. We acknowledge that the movers arrived later than the guaranteed window of 8:00-9:00 am, which was not acceptable. Additionally, the smaller truck and the extended time taken for the move significantly disrupted your plans, and for that, we are truly sorry.
  
  After speaking with you, our supervisor has provided several adjustments to address your concerns:
  We have waived the $150 service fee as a gesture of goodwill.
  We have deducted the additional 50 minutes of run over time from your bill due to the smaller team provided. This brings your final bill to reflect only the 2 movers, 1 truck at the 5 hours reserved.
  
  We believe these adjustments more accurately reflect the service you received and the disruptions caused. We appreciate your patience and understanding as we worked through this situation.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us at *******************. We are committed to ensuring your satisfaction and will do our best to resolve any remaining issues.
  
  Thank you for giving us the opportunity to address your concerns.
  
  Sincerely,
  
  Bellhop

  Customer Answer

  Date: 06/06/2024

  
  
  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:05/28/2024

  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 contracted with Bellhop moving to help me load furniture into *****l pods at a house I was selling through Offerpad (paid for by Offerpad). The team they sent included 3 young men, who didn't have an appliance dolly with them. As they attempted to take the fridge (a ******* ***** model) out of the house, the dragged it, dropped it several times, scratched it severely, and left dents in it. It looks horrible with these defects, and because it is in a pod I don't even know if it is functional. I submitted a claim to Bellhop for damaged property, with images of the damage (attached here) and a video of the drag marks on the concrete. They are only offering $150 in compensation, which is not nearly enough to replace the fridge that as you can see shows visible damage that I don't believe is repairable or mendable. I requested more, and they indicated that this is standard amount for damages. I won't accept $150 in compensation for the amount of damage inflicted, this fridge may not function and will look terrible in the new house now. I have more images, if needed.

  Customer Answer

  Date: 05/29/2024

  Hello,
  I wanted to provide additional details for my complaint, Complaint ID: ********.  Please see the attached email and images.
  In regards to the companies emailed response, they indicated it is standard policy to base claims on weight of items at a ratio of $0.60 to the dollar.  This makes absolutely no sense to me, and if this is truly an industry standard I believe there should be a class action suit filed against it.  Items are not valued solely on their weight.  There should be considerations for technology, material quality, craftsmanship, brand, and other attributes potentially.  

  *****, I don't agree with this amount offered, it is insufficient to replace this fridge and repair or mending of the damages is not possible.  I also don't know if it is even functional anymore.  We need a fridge for our new home, and planned to take this one, but now it will look appalling in the house and may not even work.  I feel it is inappropriate that your company provides no warranty of services rendered beyond $0.60 cent on the pound, as there are many items that are not valued by weight but by technological, material, craftsmanship, or branding elements for their quality.  
  
  For an analogy: This is the equivalent of a moving company transporting vehicles, one a high-end sports car (use your imagination, Ferrari, Lamborghini, etc)  and the other a economy vehicle (honda civic or something).  They both get damaged in transit, which would be the transportation companies fault, and the company compensates based on weight of the vehicle; the amount compensated would not cover the quality of the high-end vehicle.  It makes 0 sense frankly!
  If Bellhop cannot offer a sufficient amount to cover the damages to our fridge in transit, then I will be seeking arbitrage through a 3rd party, a legal group, or alternatively through reviews of service.  I won't accept an undervalued amount I cannot morally agree with. 
  Best regards,
  ********** *******
  On Tue, May 28, 2024 at 3:14 PM Lily C***** (Support) <[email protected]> wrote:
  Hi ,
  Your request (*****3) has been updated. To add additional comments, reply to this email.
  Lily C***** (Bellhop)
  
  May 28, 2024, 3:14 PM EDT
  Hi **********,
  Thank you for your feedback on the offer we proposed. We evaluated your claim in line with our standard damage protection policy. This amount is not tied to the repair or replacement cost but rather is tied to the weight of the item. This method of reimbursement is common within the moving industry. 
  Here’s some additional information that may be helpful in understanding this offer: How are settlements determined?
  If the weight used for any of your damaged items is inaccurate, please send a store listing with the item’s actual weight, and I can adjust accordingly.
  Best,
  Lily
  Bellhop Operations
  
  
  ********** *******
  
  May 28, 2024, 3:08 PM EDT
  
  Greetings Lily,
  
  That is an unacceptable offer.  The fridge, which was a nice Kenmore Elite model, was badly damaged and $150 will not cover it's cost of replacement.  I don't even know if it functions anymore.  You should provide an amount that would enable me to replace my fridge with a model equivalent to the one damaged.
  
  Best regards,
  ********** *******
  
  
  Lily C***** (Bellhop)
  
  May 28, 2024, 3:03 PM EDT
  
  Hi **********,
   
  I’m Lily, your Bellhop Claims Associate. I have completed our internal review of your submitted claim, and have provided a detailed breakdown below of your claim settlement offer in line with our standard damage protection policy. 
   
  Kenmore Elite Refrigerator: 250 pounds * $0.60/pound= $150.00
   
  Here’s some additional information that may be helpful in understanding this breakdown: How are settlements determined?
   
  IMPORTANT, ACTION NEEDED TO PROCEED: I have also sent along our standard claims settlement agreement for your signature: you’ll see that email come through with the subject line ******* Bellhop Settlement Letter. Once we receive your signed settlement letter, we’ll issue your settlement amount. 
   
  Please note that if we do not receive your signed settlement letter and/or do not hear from you within 5 days, your claim will be automatically closed. Claims are kept open up to 30 days from the date that the settlement letter is sent - we cannot guarantee that your claim can be reopened if the claim is not resolved within this time frame.
   
  Please let me know if you have any questions or concerns at this time: I’ll be happy to help. 
   
  Best, 
  Lily
  Bellhop Operations
  
  
  Bellhop (Bellhop)
  
  May 28, 2024, 2:35 PM EDT
  
  Hi **********,
  
  We just wanted to share a quick update that your Bellhop damage claim has cleared the initial review phase, and is currently being reviewed by one of our skilled Claims Associates. You can expect an additional status update on your claim within 2 business days.
  
  Here’s some additional information on Bellhop’s damage claim process and policies should you have any questions in the meantime:
  
  How long does it take for my claim to get processed?
  How are settlements determined?
  Best,
  
  Bellhop
  Bellhop Operations
  
  
  Bellhop (Bellhop)
  
  May 28, 2024, 1:48 PM EDT
  
  Hi **********,
  
  Thank you for submitting your Bellhop damage claim. We aim to make moving less stressful, and we know that having your belongings impacted by damage misses the mark. We appreciate the opportunity to review your damages and work with you on a resolution. You can expect a status update on your claim within 5 business days.
  
  Here’s some additional information on Bellhop’s damage claim process and policies should you have any questions in the meantime:
  
  Insurance and Damage Claims
  How long do I have to file a damage claim?
  How long does it take for my claim to get processed?
  How are settlements determined?
  Best,
  
  Bellhop
  Bellhop Operations
  
  
  This email is a service from Bellhop. Delivered by Zendesk
  
  [MJ97KN-GD2J4]
  
  
  --
  
  Best regards,
  
  ********** *******
  (336)978-7222

  Business Response

  Date: 05/29/2024

  **********, 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 filed a claim for your order and 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. We apologize that you were not satisfied with our proposed compensation. We compensate for damages based on each item’s moving industry standard weight, calculated at .60/lb as stated in our Terms of Service. However, based on this additional feedback, your claims agent is reviewing the damage for further compensation. 
  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.

  Customer Answer

  Date: 05/30/2024

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

  I understand that it is there standard policy, and while I feel that it is absolutely ridiculous to provide standard coverage based on weight without other factors being considered, I feel that there is a huge gap here.  Coverage should be based on either repair costs (visual and functional) items replacement MSRP and disposal costs.  The bigger issue is that the movers were provided to me through Offerpad to support my move out of the house.  I was NOT given the choice to purchase extra coverage, I wasn't told about insurance, because even though I am the individual the service was rendered to, Offerpad was ultimately the paying customer.  So, essentially, my items being broken or damaged becomes just a minimal cost of doing business expense that they don't need to have concern over, because they give $0.60 on the pound.  Even doubled, with the Good Will offer ($300) that the claims team provided this is still not nearly enough to replace the fridge, plus dispose of the damaged one.  A 20 cubic ft french door fridge with an water/ice dispenser runs $1500 - $2500.  I don't even know if this Fridge will work, and it looks awful now.  From what I have been advised the casing may not be recoverable, and because it was dropped several times (see dents in picture) there is a chance that the components may not function as intended or could run the risk of a safety hazard.  So, I am stuck 1) transporting something that is severely damaged, 2) May be unfunctional or unsafe and may need to pay to be disposed of (much less replaced), and 3) may have safety concerns.

  I am reaching out to an attorney asking if this should be a class-action lawsuit, as I have seen other reviews where people have mentioned this method of compensation for damages being an issue.  I believe that 1) this policy should be documented to all customers AND people receiving service (if they are not the customer), 2) Additional coverage should be offered to people who services are rendered to if they are not the paying customer, 3) All customers should be advised in advance of this policy (ex: when I call U-Haul they always mention property protection coverage and discuss amounts for different tiers of coverage!). 4) customers who were not given this offer for extended coverage should be compensated fairly for damages.

  Alternatively, if the company is relying on it's policy as a shield against providing fair compensation for damages and proper compensation is not provided, then I will take it to social media as a negative review of their business model and provide the evidence aforementioned.  While I may not be able to quantitatively say how many customers would see my review and choose not to use them as their service provider, I feel that they will lose at least what the cost of replacing this fridge, and compensating for disposal, would be over time.

  Best regards,

  
  ********** *******

  Business Response

  Date: 06/04/2024

  
  Thank you for sharing your detailed feedback regarding your recent experience with our services. We understand your concerns about the coverage and compensation policies, and we apologize for any inconvenience this situation has caused you.
  Our standard policy provides coverage based on weight, specifically $0.60 per pound per item. We do not offer additional coverage for labor-only services, which is the service you booked. This policy is part of our Terms of Service, which all customers agree to when booking with us. We regret any confusion or lack of communication about these policies, especially since the service was arranged through Offerpad.
  We acknowledge that being provided movers through a third party can complicate matters, particularly regarding understanding and opting for additional coverage. However, as the service was arranged with Offerpad being the paying customer, our policies still apply, and we are bound by them.
  We strive to make our policies as clear as possible through various channels, including during the booking process and in our terms. We apologize if this was not adequately communicated in your case.
  
  Regarding the damaged refrigerator, we understand your frustration. The goodwill offer of $300 was made to address this issue, but we recognize that it may not fully cover the replacement or disposal costs of a severely damaged item.
  Thank you for bringing these issues to our attention. We value your feedback and are committed to improving our services to better meet our customers' needs.
  Best regards,
  Bellhop.

  Customer Answer

  Date: 06/05/2024

  
  
  Complaint: ********
  
  I am rejecting this response because:
  It does not solve for the fact that I did not receive an offer for extended coverage or movers insurance, nor was I advised of such.  It does not solve for the fact that the meager $300 will NOT replace the fridge (est $1500 - $3K to replace) and will likely go mostly to disposal services costs!  

  You acknowledge a gap in your processes, in your policy really, and yet you provide nothing to compensate for it to a customer (Or person services were rendered to) to protect your bottom-line.

  You give only 2 business days timeframe to accept the nominal compensation of your claims process with the risk of either losing the opportunity at compensation entirely OR otherwise being forced into agreeing to the nominal compensation and closing the claim.

  This is frankly a dishonest method of business and I intend to take this to public opinion through reviews of Bellhop service and of Offerpad "Free Local Move".  I sincerely hope that some people do see it, and steer clear of using your service (or Offerpads, if the free move is a major point of consideration) so that you lose more than you would have lost simply to replace my broken fridge!!!

  I do not say this to be unnecessarily harsh, but you are hiding behind a unfair policy and practices, behind your legal jargon, when a customer has a legitimate complaint and you refuse to do anything about it because it affects your bottom-line.

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

• Initial Complaint

  Date:05/28/2024

  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.

  Booked a move with getbellhops.com order ********, with a start time of 08:00 May 25. Receive notice from mover at 18:30 May 24 that start time was now 14:00 May 25. Called to clarify issue and was told that a truck was no longer available and that 14:00 was the earliest possible truck on the 25th or a 08:00 on the 26th would be available. I had to discuss it with my partner to work out logistics and when I called back they affirmed that my start time was now 14:00 on the 26th. 30 hours past the original agreed upon start time. I found this unacceptable and customer support offered a full refund, and all penalties waived connected to an early cancellation, if I was able to make other arrangements before the start time of 14:00 May the 26th. I was able to do so, and informed them of such and every call I was hearing different information to the point that I requested the supervisor on shift to which there was not one and I have been waiting in the “supervisor callback que” and I am “next at the top of the list” since 15:15. It is now 17:37 local. I cannot get an answer, and I cannot get any information on the much needed return of all monies paid to the total of $959.40USD. My partner and I both struggle with various body disfunctions on a good day, and this stress has caused extreme distress to our physical and mental wellbeing. I am just now being contacted to be told to wait and other 48-72 business hours before I can expect to speak to someone in concern of refund. I am panicking and I desperately beg for intervention. Thank you

  Business Response

  Date: 05/28/2024

  Hi ******, Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and distress caused by the changes to your move and the subsequent communication issues. A supervisor will be reaching out to you shortly to address any further questions or concerns you may have. Regarding your refund, we can confirm that the refunds have been processed on our end. Please see the attached receipts provided. Please allow 3-5 business days for the funds to reflect in your account. We understand the frustration this situation has caused and are committed to ensuring it is resolved promptly. Thank you for your patience and understanding

• Initial Complaint

  Date:05/09/2024

  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.

  We booked a move through Bellhops to move on 4/20/24. We were double charged by the vendor that Bellhops used and were also overcharged for the amount of time (Signed off on 4.8 hours or so but charged for almost 6)
  
  We have contacted Bellhops and their vendor ****** ****** company multiple times and were given different answers like “we already refunded you” or (when calling the support team) “this is with our support team not sure what’s happening”. Bellhops has an outsourced call center so I can’t actually speak with anyone that works at the company. All we know is that we were quoted $1100 for 4 hours should have paid about $1300 for 4.8 hours. Instead we paid north of $3k and no one can give us answers after weeks of trying. I left a negative review of them and they responded with “we had already refunded you” (not true). We are at the end of our rope and this is starting to feel like fraud at this point. We need help getting this resolved please

  Business Response

  Date: 05/11/2024

  We are truly sorry for the confusion and frustration you experienced with the billing process. It's unacceptable that you were double charged, and we understand your frustration. Our team mistakenly billed outside of the official invoice, but according to our records, the team did issue a refund for this error. Additionally, we want to clarify that the increase in the estimate was due to the move taking an additional hour and a half. Our service operates on a pay-as-you-go basis, which means that any additional time will be added to the final cost. We're sorry if this was not made clear to you before booking our service. We work hard to ensure that all customers are informed about this policy in the booking process, confirmation emails, and online FAQs. In lieu of the experience you've had we have applied a 10% discount to your order total. You can review your updated receipt in your dashboard. We understand that this discount does not change your overall experience. However, as a courtesy and in recognition of the inconvenience you have faced, we have applied it. 

  If you have any further concerns or if there's anything else we can do to assist you, please don't hesitate to reach out at *******************. We're here to help in any way we can.

• Initial Complaint

  Date:05/02/2024

  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 selected bellhop at the recommendation of the moving truck company. I setup the move and everything was great until the movers started loading the truck. I showed the movers everything that needed to go in the truck and they said it should fit. I made sure to get the biggest truck that I could get to move so that I could fit everything. I did not monitor the loading of the truck because I hired professionals to make sure everything was loaded correctly. While I was getting the last of the stuff such as my washer and dryer they said oh the washer and dryer are not going to fit in the truck we are out of room and there was still boxes and bags in the basement that had to go. When I asked how they stated there is just not enough room.
  
  When I went outside to look at the truck you could tell that the truck had not been loaded correctly but I couldn't see how bad it was because the mattress was blocking the view of the back of the truck at that point there was not much else I could do. they put the last of the last 2 boxes that they could fit in the truck. My new washer dryer and a bunch of boxes ended up staying behind. I had to make a separate trip form Pennsylvania to IL with another truck to get my washer, dryer and bikes and the remaining boxes. This ended up costing me another 300 bucks not including the gas and tolls. When I got to my destination with the 1st truck the unloaders told me the truck was loaded terribly and everything would've fit. I have pictures to prove this. Not to mention an entire entertainment center that I've had for a long time was damaged because they put boxes on top of it and was not designed to hold that much weight. My Kitchen Island has scratches going down the side of it and to replace that top piece will cost me 200. I called customer service they said 15% was all they could offer off. Then the damage claim was only offering 75.00 and I sent an email and never got a response. I would like more money returned.

  Business Response

  Date: 05/03/2024

  We're sincerely sorry to hear about the negative experience with your move and the subsequent response time delay with your damage claim. It appears there may have been a technical issue that prevented us from being notified of your email reply, and for that, we apologize. Please know that a member of our Claims Team will be reaching out to you shortly regarding your contested settlement. We understand the importance of addressing your concerns promptly and will work to resolve this matter as soon as possible.
  
  Thank you for bringing to our attention the issues you encountered with the movers. Your feedback is invaluable as it allows us to investigate and ensure our team performs better on future moves. As a goodwill gesture for the delay in response, our Support Team has increased your total discount to 20%. This is separate from what you can expect to receive in your settlement. While we understand that this may not fully compensate for the inconvenience you've faced, we hope it demonstrates our commitment to addressing your concerns and improving your overall experience.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or concerns, please don't hesitate to reach out to us at s******************. Thank you.
  

• Initial Complaint

  Date:04/26/2024

  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.

  Moving company claims they did not steal items during my move items missing are a safe, ****** ***** , and Grandfathers coin collection. The mover **** was clearly told not to touch the 3 boxes I had set aside and out of the way because they had Personal item and that I would be taking these few items in my SUV to the new house myself. Again it was made extremely clear to him! He clearly did not listen and loaded these items on the truck when I went to load these items into my SUV they were gone so I confronted **** and he said he had loaded them onto the truck already when I ask him to get them he stated I can get them but we will have to unload the truck to get to them and then reload the truck again and you will have to pay for that extra time! I’m a single mother and I didn’t have the extra money to be paying for HIS mistake because he was made very clear that those items were to be left as I would be loading them into my SUV to take to the new house. When it was time to leave the house and go to the new house The moving truck driver didn’t show up for 30-35 minutes and the houses are 4.3 miles apart. **** claimed he has to stop for gas when I talk to a manager/supervisor they stated that the trucks were to always be filled up prior to the move yet they charged me for the time the driver supposedly was filling the truck up with gas. Once the truck made it to my house **** was told to park in back of the house because the sliding glass door would be the best way to get the couch through. He would not listen to me or the other worker who tried telling him the same thing as had told him which they charged me two extra hours for getting the couch into the house had he listened the first time it would have take 3 minutes to get the couch in (in the end he finally listened and went through the sliding glass door with the couch) the did serious damage to New Laptop, couch, clothing,furniture and more the left all items sitting out in the rain on the lift of the truck

  Business Response

  Date: 04/26/2024

  We are sorry to hear about the situation you're facing. We take allegations like this very seriously and have conducted a thorough internal investigation. Our findings indicate that our team did not take the item in question. However, if law enforcement contacts us, we'll fully cooperate with their investigation. In the meantime, we're offering compensation in line with the legally-binding contract you signed. We have applied a  25% discount, a $50 goodwill gesture, and we've also deducted 2 hours of labor for moving the couch in addition to the offered settlement for the damages.  If there's anything else we can do to assist you, please let us know. We're here to help.

• Initial Complaint

  Date:04/22/2024

  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.

  I scheduled a move for 4/21/2024 about a week or two ago and paid my deposit $84.50. I was then charged $655 for the remainder of the move on 4/19/2024. I get an email on the night of 4/20/2024 to tell me my reservation has been cancelled. 12 hours before my scheduled move. When I called, I was told they don't service my zip codes...why didn't they tell me that when I booked and paid my deposit???? I called again the next day and was told it's because there was something wrong with my form of payment and they couldn't process my charge. I was told the $655 charge would drop off but I would not be getting my deposit back...why wouldn't I get my deposit back when the cancellation was not my fault?
  
  Do not do business with this company, they are fraudulent and cause unnecessary stress.

  Business Response

  Date: 04/23/2024

  
  We apologize for the confusion and inconvenience you experienced with your move reservation, ********. Regrettably, there was a miscommunication regarding payment processing with our team.To hold a reservation, we require a successful deposit of 10% of the estimated move cost 48 hours after booking and a positive authorization of the remaining estimated cost two days before the move. We state this policy at the time of booking, in our confirmation email, and our website FAQ. 
  To make things right for the miscommunication with our team, We'd like to offer you a full refund of your deposit of $84.50. This refund will be processed promptly, and you should see the credit reflected in your account within a few business days. We understand the frustration this situation has caused, and we appreciate your understanding. If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out.

  Customer Answer

  Date: 04/23/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:04/19/2024

  Type:Order 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 pack and move my home April 12 and 14th. The estimate was 2500 for the packers and movers. My bank was charged over $4,000 for the above services. I called the company and was on the phone for 1 hour trying to dispute this charge. They state the billing is correct due to *subject to price increases on the contract. This company was not transparent in the estimate and I feel is scamming people out of money. They also did not complete the job they were paid for. I am having to get a second company to finishing moving my items.

  Business Response

  Date: 04/19/2024

  We sincerely apologize for the negative experience you encountered during your recent move with us. Your feedback is invaluable to us, and we appreciate you bringing these concerns to our attention.

  Upon reviewing your case, we understand your frustration regarding the discrepancy between the estimated and actual charges for your move. We want to clarify that our Move Service Agreement contract, which you signed, includes a clause stating that "Your total hourly rate is based on the selected move date and time. Additional charges may apply for overtime hours, and in the event that you need to reschedule, your total hourly rate may change." When you requested to reschedule your service, there was a rate increase; however, as a one-time courtesy, we honored the original hourly rate for the cost of the movers. We want to assure you that transparency and honesty are fundamental values at our company, and we regret any confusion or inconvenience caused.

  It's important to note that we operate with estimates rather than fixed quotes, and we make no guarantee regarding the exact duration of the move. Our estimates are based on historical data from similar moves, and while we strive for accuracy, we acknowledge that variations can occur. This is why we operate with hourly rates, providing flexibility to accommodate unforeseen circumstances during the move. We are truly sorry to hear that your move was not completed to your satisfaction. In cases where a move is incomplete, we typically recommend a follow-up move with a discounted price to address any remaining items. However, our records do not suggest you mentioned needing a follow-up move, which left us without the opportunity to address this concern.
  
  Once again, we apologize for any inconvenience or frustration caused, and we appreciate the opportunity to address your concerns. If you would like to discuss this matter further or require any assistance, please do not hesitate to reach out to us at ********************
  
  Thank you for choosing Bellhop, and we hope to have the opportunity to serve you better in the future.

  Customer Answer

  Date: 04/19/2024

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

  The lack of transparency on your business’s behalf leads me to believe you do not have the best interest of your customers in mind. I did tell the customer service agent about the terrible service I was provided and nothing was offered. When I switched dates I was told it was only a $50 increase. There was no mention on the conversation about an hourly rate increase. The fact that your company attempted to pursue that increase is questionable. 
  
  
  
  Sincerely,
  
  
  
  ****** ******