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:04/01/2024

  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.

  I retained the services of bellhop in February to move me from one residence to another. From the beginning it was a nightmare. I booked the service online. To male sure I understood the process correctly. I requested a call immediately. Which i received the following morning and was given incorrect information. From details of the move, rates, how the move would be facilitated, how I would be charged, care taken with my items, etc. Was all a complete fabrication. Ultimately, the move took place and once completed I ended up with missing, broke, damaged items as well as the property itself had structural damage. I've attempted and still attempting to resolve with the company by filing a damage claim however while at one point email correspondence was steady when I wasn't in complete agreement with the offer thrown at me. Communication has ceased so I felt that I had to go to the next steps.

  Business Response

  Date: 04/01/2024

  We sincerely apologize for the negative experience you've had with your recent move and the subsequent settlement process. We understand the frustration that can arise when damages occur during a move, and we deeply regret any inconvenience this has caused you.
  Per our terms of service, the agreed-upon settlement amount has been deducted from your final invoice. We want to assure you that we take customer satisfaction seriously, and in light of your dissatisfaction, we have applied an additional 10% goodwill discount on top of the settlement discount and the $50 goodwill discount previously discussed.
  We truly value your business and hope that this resolution demonstrates our commitment to addressing your concerns. If you have any further questions or need assistance, please don't hesitate to reach out to us.

  Customer Answer

  Date: 04/02/2024

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

   

  Although the attempt is appreciated. I am still wondering about the amount being offered and if I were to accept any offer going forward how would that be sent to me? I went to the bank today and there is a credit  that I can see coming from bellhop for $42.93 however the banker stated they were inable to see the transaction on their end. This gesture  while appreciated isn't  enough for thr stress and strain bestowed upon me for this move. As I mentioned from the beginning,  this company  has misrepresented the process, fees and billing practices. To add insult to injury then the movers destroyed my personal property and the new home I was moving into not to mention the items that were missing. Which now have to be repaired and repurchased. I have attached the photos for you review and you amd anyone else reviewing this complaint  complaint let me know if what you're  offering seems fair

  Business Response

  Date: 04/05/2024

  ******, we understand your frustration and disappointment regarding the recent issues you've encountered during your move, as well as the damage claims process. We sincerely apologize for any inconvenience or stress this situation has caused you.
  
  Regarding your concern about the settlement amount and the acceptance process, we want to reiterate that the settlement agreement you signed is a legally binding contract that outlines the resolution of disputed claims. As stated in the agreement,”You expressly acknowledge and agree that this settlement agreement is a compromise of disputed claims and provides adequate consideration for the release and other covenants contained herein“. This means that the settlement amount offered is final, and no further adjustments can be made.
  
  We regret that we cannot meet your expectations regarding the settlement, but we want to assure you that our decision was made in accordance with our policies and procedures. We truly value your business and are sorry that we could not provide the resolution you were hoping for.

  Customer Answer

  Date: 04/05/2024

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

  That offer was made under false pretenses. That settlement agreement was drawn up, submitted, presented and shoved down my neck after I expressed to the claim specialist that due to the damage caused mainly to the property the property managers were less than  enthused about it especially just moving in and needed this to rectified immediately or there would be repercussions for me so my back was against the wall. I was given the impression that the $265.00 offered would be credited  to my account. Not until I signed the agreement the claims person then claimed there was an outstanding  balance owed and there would no such credit for all the carnage caused. So explain to me how this is ethical. Might I also add the property managers were less than enthused about several other aspects of this move especialy with the movers having to take out a window to mkve in my couch that we are not sure was put back in correctly on top of everything else. The fact that I'm  still dealing with this is beyond me. I would think as a business you would do the right thing. Your claims person wants to send over contracts showing this and that. I know what I was told and what I agreed to. When the movers came my apartment was packed and ready to with the exception of one item but then the driver had to stop to put air in his tire and for whatever else and they think I'm  going to pay for that time. Not part of the agreement. Then when arriving  at the new apartment they moved items . The ones that actually  made it that is and most were damaged and here we are still going back and forth? Completely baffled! 

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

   

• Initial Complaint

  Date:03/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Contract with Bellhop for packing, loading, transporting, and unloading of a 3 bedroom home from Acworth, GA to Winter Garden, FL. It was a fixed rate contract at $6,293.00, which included 6 packers for up to 7 hours on day 1 and all packing supplies.
  
  On the day of packing, only 4 packers show up 1.5 hours late and only worked for 4 hours. It was discovered that only 57 boxes were provided by Bellhop to pack a three bedroom home. Bellhop told P—- she would have to obtain and pay for the additional boxes needed to pack her home and pay for an additional day of packing ($2,669) because of the lack of boxes.
  
  Day 1: Bellhop provided 16 man hours for packing and the job was incomplete. We paid for 42 man hours.
  
  Day 2: Bellhop provided 20 man hours for packing and the job was still incomplete. Packers arrived 6.5 hours after Bellhop’s scheduled time. Charged an additional day for this packing and thus should have received 42 man hours of packing.
  
  The fixed rate contract states that we are paying for 6 workers for up to 7 hours, which is a total of 42 man hours. However, Bellhop is charging us for 2 days of packing, which is a total of 84 man hours for packing. We received only 36 man hours over two days and an incomplete job.
  
  P—paid a deposit of $629.29 on 2/9. Her credit card was charged the remaining balance of the fixed rate contract $5,663.70 on 3/5 (less than 24 hours after the unloading date). P—filed a dispute with the credit card company for the charge. On 3/6 Bellhop attempted to charge P— an additional $2,669 for the second day of packing. However, it was declined because of the hold put on the card due to the dispute with Bellhop. P--- also spent $552.63 in packing materials.
  
  They offered a refund of $1,000. This is insufficient. It does not compensate for the shortage of man hours provided, materials, and time spent arguing with Bellhop* ******* ******* *** ******** ******** are on paperwork.

• Initial Complaint

  Date:03/01/2024

  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.

  On 2/29/24 bellhop was scheduled to move my home. The movers showed up with their truck and came to do a walk through.
  They scanned my QR code, went back outside and left!!! I called the driver, and he had blocked my number! My boyfriend then called him to which his phone rang, and he acted like he didn't know what we were talking about, with him being our mover!
  We were offered no explanation, and left without movers!
  I want not only a full refund, but a credit for the waste of time I endured and the extra money I had to pay towards finding another moving team.

  Business Response

  Date: 03/01/2024

  We sincerely apologize for the inconvenience and frustration you experienced during your scheduled move on 2/29/24. Your feedback is invaluable to us, and we regret that we fell short of your expectations.
  
  After conducting a thorough investigation into the circumstances surrounding your move, we acknowledge that the communication from our moving team should have been much clearer, and we're taking immediate steps to enhance this aspect of our service to prevent similar occurrences in the future.
  
  Upon reviewing the situation, it appears that our Support Team informed you of a violation of our Terms of Service (TOS) due to conditions at the home. Unfortunately, this TOS violation prevented us from proceeding with the service as planned. While it is our policy to charge a late cancellation fee for such violations, we understand the inconvenience this situation caused you. As a courtesy, we have already issued a full refund for the service. This typically takes 3-5 business days to process, depending on your bank's processing times.
  
  However, we regret to inform you that, in accordance with our policies, we will not be able to provide additional monetary compensation beyond the refund. Once again, we apologize for any inconvenience you faced, and we appreciate your understanding as we work to address the issues raised during your move. If you have any further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 03/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have used bellhop several times in the past without issue, and there was no difference in circumstances. I used another moving team today 3-1-24 with no issue. Your team failed me and my family and failed you as a company. I still think I deserve to be compensated for all of the trouble,emotional turmoil, money and fuss your team caused me and my family. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service 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 made a reservation and cancelled within 24 hours. I continued to receive emails so I checked the online portal to discover that my reservation was not cancelled. I called several times and no one could process by cancellation but instead transferred me to a department that was not answering the phone. After holding for lengths of times, multiple times (as a result of calling in more than once) I was still only able to contact someone who took a message. This is particularly concerning because on Monday I could incur another charge. I spoke to three individuals and they all could help me if I was booking a move but no one could help me if I was cancelling.

  Business Response

  Date: 02/26/2024

  Dear ******, thank you for reaching out to us. We apologize for any inconvenience you've faced with your reservation and lack of support from our team. We  apologize for the lack of communication and resolutions with our support team in processing your request. We seek to handle every request with urgency, and I'm incredibly sorry that you were not provided that in a timely manner. We take customer feedback very seriously and we have shared your comments with our Support Leadership Team to address your concerns and improve our service moving forward with further coaching.We have investigated your case, and we're pleased to confirm that your reservation has been successfully cancelled. Please allow some time for the refund to reflect in your account. If you have any further concerns or questions, feel free to contact us. We appreciate your understanding.

• Initial Complaint

  Date:02/14/2024

  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.

  Move for 8am on the 8th; 2 movers for 4 hr for $593. Movers arrived at 8:20am & felt a 3rd was needed. Quoted an extra $266, totaling $859. Movers removed the last items from my apt, I locked up & went out the back. Apt was cleared & loaded by 10:30am when 3rd mover arrived. By 11:30 am truck was unloaded. At 6:00 pm I realized I was missing furniture, went back to my apt to find 3 items left on the shared elevator. Called Bellhop, spoke to ****, asking that they resolve the issue & move the forgotten pieces. **** said she’d call back. I heard nothing back. Called on the 9th, spoke to **, after several calls back & forth we scheduled a “follow up” move for the 13th. Was sent a quote for an extra $591 for 3 movers for 3 hrs. Called back, said I was not paying extra when the original contract was never completed. The negligence of the movers, intentional or not, was not my fault. ** said he would be back in touch. Called back on the 12th to confirm finishing the move. I reached ****, who said my “follow up” move was not scheduled since I had not agreed to the extra charge. I was told it was against their policy to complete a “follow up” move at no charge and there was nothing they could do apart from offering me a discount. Called the 13th at 11am, asked to speak to a mgr and was told all the mgrs were in a meeting and someone would call me back. I called back at 3:30, asked to speak to a mgr and was told they were all in a meeting. I confirmed this meeting had been taking place for the last 4 hrs and was told they had a lot to discuss as it was almost heavy moving season. As of now, I have not reached anyone in mgmt to resolve the issue of the furniture and to explain how the “follow up” move quote was $590 for 3 movers for 3 hr when my move worked out to be 2 movers for 2 hr & 3 movers for 1 hr & I’m being charged $859. In light of Bellhop’s lack of follow through & unwillingness to rectify their mistake I have disputed the charges with my credit card company.

  Business Response

  Date: 02/28/2024

  We sincerely apologize for the inconvenience you experienced during your recent move with Bellhop. We understand that having missing furniture items can be incredibly frustrating, and we deeply regret any inconvenience this may have caused you.

  After investigating the matter with our team, it appears that the missing items were not included in the initial inventory provided to our movers. Additionally, there were a couple of boxed items that you proactively asked not to be moved, as you intended to handle them separately. Unfortunately, it seems that the missing items were only realized after everything had been moved and after our movers had asked if there was anything else pending, to which you indicated there was not.

  We sincerely apologize for any miscommunication or oversight on our part if you feel that was the case. Our team strives to provide the highest level of service to all of our customers, and it is disappointing to hear that we fell short of your expectations in this instance.

  Regarding the follow-up move, we understand your frustration with the additional charge. Our team attempted to schedule a follow-up move to address the missing items, and offered a discount as a courtesy which was rejected. If you have any further questions or concerns, please do not hesitate to contact us directly. We are here to assist you in any way we can.
  

  
  

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  There was no inventory provided or requested. The pieces of furniture in question were the entire reason I needed a moving company.  There was no miscommunication about the pieces staying or going. The movers were briefed at the beginning that every piece of furniture was to be moved. The movers then removed the items from my apartment and left them in a public space. They were in the movers possession and were mishandled. 
  The boxes I placed in my car to convenience the movers, aren’t in question. Those made it to my destination. 
  Being offered a $60 discount on a $600+ “follow up” move is insulting and in no way would constitute a resolution. I am already being charged over $600 to have the pieces moved the first time. Bellhop failed to uphold their part of the contract and instead of correcting the mistake, expected me to pay an additional $600. Absurd. This is ludicrous reasoning and incompetent customer service.

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

  Business Response

  Date: 03/25/2024

  We'd like to let you know we acknowledge your response and appreciate your candid feedback regarding your moving experience with Bellhop.

  However, we must respectfully stand firm on our position.While we understand your frustration, our investigation indicates that there was no inventory provided or requested, and the missing furniture items were not included in the initial inventory provided to our movers. We apologize for any misunderstanding, but it appears there may have been a miscommunication regarding which items were to be moved.We regret any inconvenience caused, but our movers were briefed to move all furniture items. Unfortunately, it seems that the missing items were only realized after everything had been moved and after our movers had confirmed with you that there was nothing else pending.

  Regarding the follow-up move, we understand your concerns about the additional charge. However, our team attempted to schedule a follow-up move to address the missing items, and the quote provided was based on the additional time and resources required for this service. We genuinely value your business, and we are committed to resolving this matter to your satisfaction. We regret any frustration caused and assure you that we are reviewing our internal processes to prevent similar issues from occurring in the future. If you have any further questions or concerns, please feel free to contact us directly. We are here to assist you in any way we can.

  Customer Answer

  Date: 04/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there was no attempt at a genuine mediation for the issue. Charging an additional $500+ to complete my move is robbery. The initial contract was broken. There was no miscommunication between the movers and I. They knew they were to move the items, which is why they took them out of my apartment. And while in their possession the items were negligently left in a public space. That is not on me. And this company’s inability to remedy the situation and return phone calls is appalling. There is nothing they can do now to resolve this complaint. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/29/2024

  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 Thursday, Jan 26, Bellhop was supposed to arrive to my house at 8am to move my things to a storage unit 2 miles down the road. Prior to this day, I confirmed with Bellhop on multiple occasions that I had a lot of boxes, a little bit of furniture, an upright piano, & a long wooded driveway. I was assured there would be no problem & that a 20ft box truck was being provided & that if there was room for two cars to be parked side by side, there'd be enough space for the truck. On moving day, the team members arrived on time, but the truck was late by about 45 minutes. Then, the truck driver (trucks owned by *** *****) refused to come down the driveway, not because they couldn't fit or couldn't turn around, but because they had a fresh wrap on the vehicle & were concerned about overhead branches scratching it. The moving team got on the phone with Bellhop to try to devise a solution & were getting nowhere. I too got on the phone with Bellhop & kept getting told they were working on it. But nothing happened. For 2+ hours. Finally, knowing that I needed to move all my things before closing on my house, I went & rented a ******* 2/3 team members provided by Bellhop couldn't stay past 1, so they did their best to get as much loaded onto the ****** as possible, by the time they got to the piano, they didn't have enough manpower, nor did they have the appropriate straps & tools due to the original truck bailing on the job. Bellhop still hadn't provided a solution to the labor shortage, so I hired 2 men from ********** to help. My piano did get slightly damaged during this. Eventually we got the majority of my things in the storage unit, ***** ******** (original Bellhop mover) asked a nice man named **** to come help & between them & the ********** guys & myself, got the truck unloaded by 530 pm. I still had to move quite a few things that night & next morning. I spent $724.13 in addition to what I paid Bellhop to compensate everyone. I would like all my money back.

  Business Response

  Date: 02/05/2024

  We sincerely apologize for the challenges you faced during your recent move. Your feedback is invaluable, and we regret that your moving experience did not meet the high standards we aim to provide.
  
  After a thorough review of your case, we identified a billing discrepancy. We would like to inform you that the charge for the unused Bellhop truck has been corrected. Additionally, in recognition of the inconvenience you faced, we have applied a 20% discount to your total order. We understand the unexpected costs you incurred due to the situation and have reimbursed $150 towards your ****** rental as a measure of goodwill. While we acknowledge that these measures may not fully compensate for the inconvenience you faced, we hope it serves as a measure of goodwill and acknowledgment of the inconvenience you experienced.
  
  Your feedback is instrumental in our continuous efforts to enhance our services. We will take this experience as a learning opportunity and work diligently to prevent similar issues in the future.
  
  Once again, we apologize for the challenges you faced, and we genuinely appreciate your understanding. If you have any further concerns or questions, please feel free to reach out to us at *******************

• Initial Complaint

  Date:01/26/2024

  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.

  I booked a full-house move with Bellhop in St. Louis, MO, for November 16, 2023, with email confirmation for an 8:00 a.m. start, with 2 trucks and 5 movers. First, at no time was I informed Bellhop would not be the movers - they simply contract with a third-party moving company to actually perform the move. I only found this out on November 15, when the contracted company called to confirm our move for the next day - which Bellhop had not scheduled to start until 2:00 p.m., with only 1 truck and 4 movers. The contracted company scrambled to rearrange their schedule and were able to get 1 truck and four movers available to begin at 8:00 a.m. However, they were never able to free up a second truck, and were only able to move half of our belongings. So Bellhop stated they needed to schedule a 'follow-up' move, which could not be completed until 5 days later, on November 21. For our inconvenience, they offered a paltry 10% discount, which we had already received due to booking online. We never did receive any additional discount for our 'inconvenience'. I received voicemails and texts confirming the 8:00 a.m. start for the 21st. I received a call at 7:30 a.m. on November 21, as I was completing the 45 minute drive to our previous residence, that Bellhop needed to confirm a few details related to a building on our property that was never included in our original move details or estimate. It was then I was informed they were waiting to schedule with the third-party movers (the same company) until after confirming these details. After speaking with the third-party movers I was informed Bellhop had never scheduled the 'follow-up' move with them, and their schedule was full for the day. I then canceled the follow-up move with Bellhop, and scheduled directly with the other company for the following day. But Bellhop has still charged our credit card the full amount of $1,620.45 for the second day move, which they never actually performed.

  Business Response

  Date: 01/26/2024

  We sincerely apologize for the inconvenience and frustration you experienced during your move. It's disheartening to hear that the details of your move, including the rescheduling, were not communicated clearly and caused such significant disruption.
  
  Upon reviewing our records, we noticed that the follow-up move had not been scheduled, and this was due to our inability to reach you after numerous attempts via phone and SMS. We would also like to provide clarity regarding the discount applied to your order. The 10% discount you mentioned is in addition to the 10% promotional discount that was applied during the booking process. This means you received a total discount of 20% on your order. 
  
  We understand the confusion and frustration this situation has caused, and we sincerely apologize for any misunderstanding or inconvenience. We value your feedback and will use it to improve our communication processes to ensure a smoother experience for our customers in the future.
  
  If there are any further questions or concerns, please don't hesitate to reach out to our Support Team at ******************** We appreciate your understanding and the opportunity to address your concerns.
  

  Customer Answer

  Date: 01/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting Bellhop's response due to never receiving any communication that the follow-up move would not be scheduled until additional information was received. I have already included the text message I received stating the date and time for the follow-up move, and my reply that we accepted that date and time. Additionally, attached are transcripts of the two voicemails I received from Bellhop support on Friday, November 17, 2023, in which there was never a statement that the move was not in fact scheduled. Furthermore. Bellhop should be able to provide their own estimate based on the original estimate provided to us and the fact that only half the move had been completed. Just as Bellhop tried to imply the original mis-scheduling of the move was my mistake until I provided documentation, this is another attempt to shift the blame off their responsibility to coordinate their own information.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/04/2024

  Thank you for providing additional insights into your experience. We understand the frustration and inconvenience you've faced, and we sincerely apologize for any confusion caused by the miscommunication surrounding your move.
  
  Upon revisiting our records, we found that our attempts to discuss service details and pricing for the follow-up move were met with no response. While we acknowledge your initial agreement to the proposed date and time for the follow-up move, it's important to note that we did not receive your acknowledgment or response to our attempts to confirm these necessary details before proceeding with the booking.
  
  We are open to share our records of communication logs with you via email as proof of outreach. Unfortunately, due to the BBB platform's privacy policy, we are limited in what information we can provide directly here as it personally identifies you as a customer. However, you can access your dashboard to review the receipt, which outlines the billing details, including the discounts we previously mentioned.
  
  Once again, we genuinely regret that we were not able to provide the experience you expected, and we acknowledge falling short of the standards we aim for. We will continue to work to enhance our processes to ensure a smoother experience for our customers in the future.

  Customer Answer

  Date: 02/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because as listed on the Dispute Timeline Notes already attached, on Monday, November 20, I received and answered a phone call with a Bellhop representative at 1:41 pm. In this conversation it was specifically stated that some details were needed for our move that was set for 8:00 am the next day, November 21. The representative, a woman whose name I did not catch, asked only about how many hours and how many movers would be needed. First, in this conversation there was never any mention of the details of an additional structure/items to be added (which we never indicated needed to be added). Second, there was never any mention in this conversation of the move not actually being scheduled as had been stated. I received not one single additional text message or email regarding needing additional details. Never, at any point in time, was I ever notified that the second move was in fact not scheduled. Never mind the fact this second move should never have needed to be scheduled - Bellhop should have done their job and scheduled the first day correctly. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/18/2024

  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.

  My wife and I sold our house and needed be out by early July 2023. Our new residence would not be ready until late August 2023. We contacted **** to arrange storage of our possessions.
  
  Bellhop was a recommended provider on the **** site. Bellhop advertised, while a moving broker, they only hired professional movers, properly trained in packing ****. Their website also states they only utilize moving professionals who would “load, efficiently and securely, with furniture being disassembled, padded, and wrapped”.
  
  I contacted Bellhop on June 14, 2023 and scheduled a loading appointment for June 28, 2023. Bellhop advised there would be 3 or 4 movers assigned to me. On the morning of the load date, it was communicated to me only two movers would be showing up.
  
  The movers eventually arrived and throughout the morning, we heard noises indicating damage was being sustained to our furniture and our walls/floors. We contacted Bellhop and were advised our concerns would be addressed after the movers left.
  
  When asked, the movers were unable to advise us of what training they had relative to loading ****. And, we had to go buy dollies so they could move the heavier furniture. The movers did not use the straps or moving blankets we provided for them.
  
  Once the movers left, we found a number of damaged items and completed Bellhop’s claim form. Damage to other items were discovered a month later when we moved in to our new home. Bellhop refuses to allow us to update the claim form with these items.
  
  Bellhop made a settlement offer and sent a release which stated we agreed not to “disparage” Bellhop. We rejected both.
  
  We’re asking the BBB to review their rating of this organization as well as comment on Bellhop’s refusal to allow us to update our claim form, the language contained within in their release, their refusal to provide the name of the movers assigned to us and provide evidence of what **** training Bellhop provides to the movers they contract.

  Business Response

  Date: 01/22/2024

  We sincerely apologize for the challenges you faced during your move and the damages incurred to your belongings. 
  
  Firstly, we appreciate your valuable feedback concerning the movers. This type of feedback provides us with an opportunity to thoroughly investigate such situations, ensuring that we take the necessary steps to prevent such occurrences in future moves. Thank you for bringing this to our attention, as it contributes to our ongoing efforts to enhance the quality of our services.
  

  We want to address your concerns about the settlement offer. The initial offer did include a clause that we have since recognized as problematic. Upon your expression of discomfort, we promptly revised the offer, excluding the disparagement clause. We understand and have respected your decision to reject both offers.
  
  However, it's important to note that we have a deadline of 5 business days for submitting a claim. While we often display leniency to allow customers time to unpack and assess their inventory, a month after the move becomes challenging for us to verify the conditions in which the items were stored or to establish liability accurately.
  
  We recognize your frustration regarding the additional items you discovered after the initial claim submission. Unfortunately, as per our Terms of Service, we do not allow revisions of damage claims once submitted. This policy is in place to provide a fair and consistent process for all customers.
  
  As part of our ongoing commitment to improvement, we have discontinued the inclusion of the disparagement clause in our settlement offers. We appreciate your feedback, which helps us enhance our services and policies.
  If you are open to revisiting the settlement offer without the disparagement clause, we would be more than willing to discuss this further. 
  
  Thank you for your understanding, and giving us the opportunity to address your concerns.

  Customer Answer

  Date: 02/01/2024

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

  While I appreciate Bellhop’s decision to remove the “Disparaging Comments” language from their releases, they did not address my request to be provided with the name of the moving company they assigned to us. Nor did Bellhop’s response provide evidence of what training Bellhop provided these movers relative to loading of **** containers.

  As to settlement aspect, I am familiar with the language contained within Bellhop’s Terms and Conditions relative to the one and done 5 day claim reporting period. However, on October 6, 2024 we received a phone call from Bellhop Claims representative, ******** ****. During that conversation, I expressed to Ms. **** the original claim form seemed to missing items. And again advised her of other damaged items discovered after the original claim form was completed.
  

  Since I was unable to review the original claim form, Ms. **** instructed me to review prior emails which would contain a list of the damaged items on the original claim form. Ms. **** then instructed me to send her an email with any missing items, and the weight of those items, and she would review for payment consideration. 
  

  This email was sent to Ms. ****. I then received an email from a supervisor named **** saying he listened to the phone call. And my recollection of the call was inaccurate and refused to update our claim. 

  Since this call was recorded, I am requesting Bellhop forward a transcript of the call to myself and the BBB rep monitoring this complaint. It is my opinion my summary of the content of the call is accurate. And by Ms. **** agreeing to allow me to send in an updated list of damages for payment consideration, Bellhop is estopped and have waived their right to implement the 5 day claims deadline contained within their Terms and Conditions.

  I look forward to Bellhop’s response.

  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 02/04/2024

  Thank you for your continued communication regarding your experience. 
  
  We understand your request for the name of the moving company assigned to your reservation and details about the training provided to the movers. We want to clarify that the movers assigned to your reservation are not from a separate moving company but are contracted through Bellhop and are official movers within the Bellhop platform. While we cannot share our proprietary training materials, we can assure you that all movers contracted through Bellhop go through a rigorous training process during the recruiting phase and are held to high standards of service. However, we acknowledge that, in this instance, we fell short of the experience we aim to provide, and we are committed to taking steps to prevent similar issues in the future.
  
  Regarding your request for the transcript of the call with our Claims representative, ********, please understand that providing transcripts of recorded calls may have privacy and legal implications. However, we acknowledge that misunderstandings can occur, and we're here to address your concerns. Our records indicate that the purpose of allowing you to resubmit the list of damages was to specify items, such as antiques, not initially detailed on the original claim form - not to add more items to the claim.
  
  We want to clarify that the settlement offer we provided is in accordance with our Terms of Service, and it is considered final. 
  
  Again, we appreciate your understanding and the opportunity to address your concerns. We are continuously working to improve our processes and ensure a better experience for our customers.

  Customer Answer

  Date: 02/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because your movers admitted to us they had never received any training from Bellhop or any other source. I am quite positive they were telling us the truth. Yet you continue to falsely claim they were trained.
  

  Secondly, your summary of my phone call with ******** **** is also inaccurate. I told her there were items missing from the original claim form and I was unable to access the form in order to update it.  She told me to review prior emails which would list the original items, send an updated list and she would review for payment consideration. She also stated there would no increased adjustment for damage to our antique furniture and if would be computed at .60 per pound. 
  

  Attached is the email I sent to ******** involving damage we noted on June 28, 2023 but were missing from the original claim form. All of the photos of the damaged items (attached to this original complaint) include these same items and were taken shortly after your movers left on June 28, 2023. 
  

  I will accept $904 to settle this matter. 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:01/16/2024

  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 scheduled a move with Bellhop through my ****** realtor. A big mistake. Despite my initial feedback as to what needed to be moved, they sent too small of a truck. So, we had to make two trips—that meant another 1.5 hours of Bellhop’s packing and travel time, which ate into the 5 hours scheduled. So, I had to pay an additional fee as we went over by 1.45 hours.
  
  And, the movers didn’t take everything I asked them to take. I had to rent a ****** truck that weekend to complete the move.
  
  Prior to the move I asked Bellhop if they could disassemble and reassemble a ***** ****** bed. I was assured that they could. The mover in charge of that assignment forgot the pump in the second load, so I’m sleeping on my couch. It will cost me $400 to have a ***** ****** professional assemble the bed and it’s now missing rings.
  
  They also broke an irreplaceable glass urn that fit into a hand-forged metal stand. Did they tell me this? No, they just left the metal stand sitting in my basement.
  
  In addition, Bellhop took the 5% discount I had from my realtor off of the 1.5 additional hours and not the overall bill.
  
  The movers were nice. I’m sure their hands are tied by Bellhop corporate’s overall poor policies and training.
  
  It’s the principle of that matter, that matters. Therefore, I’m requesting a refund of the 1.5 hours overtime ($409) plus the cost ($400) of a ***** ****** professional visit, plus the ****** cost ($68.95), as well as $350 for the hand-forged urn that I cannot use now and the $3 additional discount that was applied to the 1.5 hours and not the overall bill.
  
  This is a total of @$1,225.00. I have sent photos to Bellhop. I was told that I would receive $75 in Goodwill donations. What??

  Business Response

  Date: 01/17/2024

  ****, 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. I completely understand your concern regarding the 5% discount. To clarify, we have applied a discount of $111.67 on the final bill of $2,223.37.
  
  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 and will be contacting you shortly.  We have decided to increase the compensation to $200 for "goodwill" since, under our standard coverage protection, we would have evaluated the claim based solely on weight. The three items claimed - an urn stand, a ***** ****** bed pump, and the missing rings - are of extraordinary value and were not inventoried as such.
  
  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.
  
  re...

  Customer Answer

  Date: 01/21/2024

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

  I already sent this in with the reasons why. If you didn't receive it then please let me know. I uploaded additional damage on my walls, furniture and floors. I had not noticed this before. I had already sent photos to bellhop regarding the picture and urn. If these pictures didn't upload (I'm redoing this submission), then please let me know and I can re-submit them.

  I would now like a full refund. If this isn't done I'm going to have to go through my bank. And the total isn't @$2111.00 as Bellhop responded with. It was $1897.70. I only see 3 charges in my account. One for down payment, one for the move and one for the overtime caused by too small of a truck being sent.

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

• Initial Complaint

  Date:01/16/2024

  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 hired this company to load my belongings into a ****** for a cross country move. I sent a detailed inventory of what needed to be packed and they failed to pack one large item (a vintage dresser, full of my personal clothes and belongings). I contacted the company to file a complaint and seek reimbursement for a job they did not do. The company was not able to retrieve my lost item, a family member had to retrieve it and send the contents of the dresser to me at a personal cost of $128. I let the company know that this step had been taken and they denied my claim to reimburse me for services rendered, the personal cost of shipping, and the cost of the lost item. They also called me every morning at 5 a.m. - a new representative - with no updates and a clear lack of understanding of the circumstances of my complaint. I would like my money back and to be fairly compensated for my lost items.

  Business Response

  Date: 01/18/2024

  *******, we extend our sincere apologies for the challenges you faced during your recent move. Your feedback is invaluable to us, and we appreciate the chance to address your concerns as a team.
  
  Moving is a significant undertaking, and we regret any stress caused by the issues you've encountered. We want to clarify that it is our expectation for customers to conduct a final check-in with the movers to confirm that all intended items have been loaded into the customer's provided truck. Based on our internal review, there was no feedback reported about any inventory that was not loaded during the final check-in. 
  
  We want to assure you that your concerns have been heard. Although we are unable to provide a full refund as other services were completed as scheduled and instructed on your move day, our Support Team has been in touch with you and has already applied a 20% discount as a goodwill gesture. While we understand this may not fully align with your expectations, we hope that it brings some resolution to the matter.