Moving Brokers
Bellhop, Inc.Headquarters
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Complaints
This profile includes complaints for Bellhop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 120 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/27/2023
Type:Service or Repair IssuesStatus: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 local move with this company on 12/6/2023. I paid a $66 deposit and had a set date of 12/24/23. A couple weeks later, the company texts me that they have a sooner available date to move my belongings. That date was 12/23/23. I agreed to reschedule my move for 12/23/23. On 12/23/23, I get a text message from the driver in the morning asking if I had any questions and just trying to get a general idea of what all needed to be loaded into their truck. About an hour or two later, I get a call from customer care stating that they need to reschedule my move to 12/26/23 due to a delay/sickness etc. They contacted me 15 minutes prior to our scheduled move time. Customer care would not give my deposit back, which I asked for. He told me if I wanted to cancel that I could, but unless I canceled, I could only receive a 10% discount on my move. My husband was extremely upset as he had taken off work and had been packing with me for hours in preparation...only to get canceled on 15 minutes prior. I will be contacting them on Tuesday 12/26/23 (as it is Christmas as I'm typing this), to cancel. Their policy states that I'll owe X amount of money if I cancel with 72, 48 hours etc. I should not have to pay a dime. Please help me rectify this.Business Response
Date: 12/27/2023
I have reviewed the text you provided and made some corrections to improve its clarity and readability. Please find the revised text below:
Hi *******,
Thank you for your honest feedback. We apologize for our inability to perform your move as promised. We understand that our error caused you stress and inconvenience, and we are truly sorry for that.
Our Move Coordination Team tried to find replacement movers for your original reservation time, but unfortunately, they were unable to do so. This was due to poor communication and a lack of support from our headquarters, which is highly unusual for us.
We have shared your feedback with our Management Team to ensure that we provide better solutions in the future. We have also reviewed your reservation details and refunded your cancellation fee and deposit since the requested change was outside your control and due to our fulfillment constraints.
You should see the refund on your account within 3-5 business days. We appreciate your patience and understanding in this matter.
Best regards.
..Customer Answer
Date: 12/27/2023
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:12/14/2023
Type:Billing IssuesStatus: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.
Bellhops has made fraudulent charges on my card, without my consent.
I scheduled a move on 12/7.
On 12/8 I cancelled - I called their support numbers on 12/8 - Urgent Support line ( ************** and support in general ( ************) to no avail.
I received their request to leave them a voicemail after 8 minutes on hold and then spoke with an agent who disconnected and never called me back.
Additionally, I also cancelled reservation ******** via "my dashboard" in the Messages/Communication section on 12/8. did this after calling both of your support numbers to no avail with help.
I THEN, additionally sent an email on 12/9 when there was no response.
I finally called again on 12/10 for it to only be finally cancelled at that point.
Bellhops finally confirmed the cancellation on 12/10 - two full days after my initial attempt. Because of this they want to charge me $279, and the full charge amount of $707 which they have fraudulently pushed to my credit card.
I was 100% within their policy of cancel within 48 hours of booking and I should not be charged.
Because of their poor customer service and inaccessibility, they are now trying to manipulate money from me - and THIS after using their service three weeks prior and spending more than $1100 with them.Business Response
Date: 12/14/2023
We are sorry for the inconvenience caused to you and the delay in processing your cancellation request. As per our records, your concerns were addressed by our Support Team, who have fully refunded the cancellation fees and released the pre-authorization hold that was placed. Please see attach the receipts. We understand the importance of providing a seamless experience to our customers and are taking all necessary steps to ensure that such issues do not occur again in the future.
In case you have any further questions or concerns that we have not addressed, please feel free to reach out to us at ***** ******** ** *******************. We appreciate your feedback and thank you for taking the time to share it with us.Initial Complaint
Date:11/27/2023
Type:Billing IssuesStatus: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 bellhop move for Nov. 15th 2023 at 8am. I reserved 3 movers for 4 hours a driver and a truck. Total estimated cost was around $800. (Estimate = $784+$78 deposit). Bellhop delayed the move until 2pm. The Team Lead arrived at 2pm and clocked in without working. The truck arrived around 3pm and the other mover arrived at 4pm. Only 2 movers showed up rather than the 3 I reserved. Before the movers started I showed the leader our belongings and he stated that it would take around 4hrs to move despite having one less mover. The 2 started moving at 4pm. Total move took 7.5 hrs. I checked in with the leader to evaluate the progress and it took longer than he thought due to the 3rd mover being absent. At the end of the move I asked the team lead what I can expect to be charged to all the inconveniences. His response: "You will only pay for 2 movers for 4hrs since the inconveniences were not your fault." The other mover was a witness as well as my parents, in-laws, and my wife. The next morning (Nov 16) I called Bellhop to notify them of the unprofessionalism, unsatisfactory service, and what I am willing to pay based on what I was told I would owe by the team leader. The new estimate was around $1200 (billed for all 7.5 hrs at a 3 movers/hr rate). I told a member of bellhop support (******), "Do not charge my card without talking to me first about what I owe." ****** told me that an investigation would ensue and I will be notified before my card is charged within 24-48hrs. On Friday (Nov 17), bellhop placed 2 charges on my card ($706.23 and $434.35) even though I clearly told them not to. They will not remove the charges and have charged me an additional $362.03 (unknown reason) since then. New total cost = $1,581.08. I still have not been contacted regarding the charges or the so called investigation. When I call bellhop support all they say is that the investigation is still pending. Its 8-9 days later and I was told it would be resolved in 24-48 hours.Business Response
Date: 11/27/2023
*******, we sincerely apologize for your experience with Bellhop; this does not live up to our high standard of service. We understand that anytime the move duration is longer than the estimated time, it creates a frustrating customer experience.
As an hourly, pay-as-you-go service, we operate in non-binding estimates rather than quotes. We work to make estimates as accurate as possible by asking detailed questions during booking. However, every move is unique, and several move-day factors can contribute extra time: additional inventory, long walk, box count, travel delays, and reassembly. When we receive concerns about the duration of a move, we do everything we can to investigate the situation and evaluate the service provided in the hopes of coming to a fair resolution on the bill.
Our system reflects that you discussed these concerns with our Support Team and that we adjusted your bill for accuracy and fairness. Our goal is to provide stress-free moves by maximizing efficiency, offering a workforce you can trust, and providing fair and reasonable customer service.
Please reach out to our Support Team if you have further concerns that we have not addressed in our contact with you at *******************. Thank you for taking the time to share your feedback.Customer Answer
Date: 12/04/2023
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:11/17/2023
Type:Service or Repair IssuesStatus: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 October 18, 2023 my belongings were packed in two trucks in Las Vegas, NV for a move to Newport, KY. One truck was full, and the other was about 2/3 full. The lead of the team instructed the second driver to stop at ******* to get more straps as there were not enough for a secure move.
Between Las Vegas and Newport, a completely unnecessary THIRD truck was obtained and the contents were divided. These were unsecured for the duration of the journey resulting in great damage. Upon arrival in Newport on October 21, the contents were simply strewn about on the trucks, broken, and/or damaged. Bellhop has yet to respond to my inquiries as to where this transition occurred and who authorized it. ****, the lead mover in Newport related that this is a fairly common practice in order to ensure that another driver receives compensation at the expense of the contents of the truck.
The damages were extensive, and the “compensation” was not even close to the value of the items, even for repair. Upon further examination, it appears that some of the damage was deliberate and parts were missing. Frighteningly, dolls that were packed with other fragile items arrived with the heads actually torn off! This is vandalism by some very disturbed Bellhop employees. Some items, such as an heirloom sword and boxes of kitchen items were simply stolen.
Bellhop employs day laborers, NOT professional movers.
To add insult to injury, my credit card was charged $19,684.50. This was a full $7,259.10 ABOVE the contracted price. The time spent on emails and calls trying to get some satisfaction from the “moving success team” was frustrating and fruitless.
I am a senior citizen female doing a solo move. I believe that Bellhop most knowingly took full advantage of me with their unethical business practices, vandalism, overcharging, and theft. Their brand of “compensation” includes draconian deadlines and a pressure to agree to the terms of their “settlement”. This is literally highway robbery.Business Response
Date: 11/17/2023
We appreciate you reaching out to us with your concerns. Your detailed feedback is invaluable, and we want to assure you that your experience matters deeply to us.
Firstly, we extend our sincere apologies for any distress caused by the issues encountered during your move. Your satisfaction is our top priority, and it's disheartening to learn that we fell short of providing the seamless service we strive for. Your patience during the resolution process is acknowledged. To address the specific points you've raised, we have thoroughly investigated your case. In light of the challenges you faced, we have already taken steps to address them.
The cost of the additional truck that did not show up has been waived, and as a goodwill gesture, we discounted your bill by $1000. Following the adjustments, discounts, and settlement issued for your order, the final total came to $11,213.30. We sincerely apologize if there was any confusion regarding the billing details, and we understand the importance of transparency in all aspects of your move.
We acknowledge that this may not fully compensate for the inconvenience and disappointment you experienced. However, we want to assure you that we take your feedback to heart, and we are actively working on improvements to prevent such issues in the future.
Your feedback regarding our compensation process is crucial, and we want to assure you that we never intend to pressure customers into settlements. If our process has caused any undue stress or if you felt rushed, we sincerely apologize. We are committed to providing our customers with the time and information they need to reach a resolution that feels fair to them.
Addressing your concerns about unethical business practices is of utmost importance to us. Rest assured, we take these matters seriously, and steps have been taken internally to address the specific issues raised in your case.
If there are specific aspects of your move or the settlement process that you would like to discuss further, please don't hesitate to let us know. Your input is invaluable as we strive to improve our services.
If you have any further questions or concerns, please feel free to reach out directly at *******************Initial Complaint
Date:11/15/2023
Type:Product IssuesStatus: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 November 01, 2023
I acquired the services of Bellhop moving company, they were scheduled to be there ***** * ******* **** at 8am and start moving at that exact time… two movers showed up but no truck driver…so no truck…One mover started moving my things at 8:34am…the truck came at 8:45 am…so it was a late start which means they will go over the 3-4 hour window we agreed upon…several of my things got broken…dining room table, mirror, potted plant, wheel off my kitchen island, entire bookcase destroyed, three other bookcases scratched up and damaged(I HAVE PICTURES)l reached out to several employees of Bellhop and they would only offer $210 for everything that l just listed… the table alone cost more than $210….l was told on November 01, 2023 that the refund amount would be sent to me within 3-5 business days, as of today 11-14-2023 l still have not received the refund amount….l was told November 01, 2023 they would refund me the extra $103 charged to my account for the over time caused by the movers within 3-5 business days and as of today 11-14-2023 l have not received it…l had to insist that my destroyed bookcase be returned to me ( THE PIECES)because the truck driver drove off with it broken and covered in the back of the truck….l have not been told the entire truth when l have asked questions about this experience…l have spoken to about 6-7 different people… l need some precise answers not round about unclear answers.Business Response
Date: 11/16/2023
We sincerely apologize for the inconvenience you've faced regarding damages and delay on receiving your refunds. Per further review of our records, we see that refunds were issued on 11/7 for $103.05 and on 11/12 for $210.00. Due to standard processing times, it may take 5-10 business days for the funds to reflect in your account. I assure you that we take your concerns seriously, and we're actively working to improve our services. Thank you for your understanding, and we appreciate your patience as we work to resolve these issues.Customer Answer
Date: 11/17/2023
Hello this is in response to Bellhop response. I REJECT THEIR RESPONSE and l have proof that they received all of there payments for the move on November 1st 2023. Here are my bank statements ??that show what they took out and what they actually gave me back as of today.Also the last email from *** ***** at BellhopTotal $933. 85 BellhopMinus $107.85(they gave me back for over charging me for the move)Bellhop$826 total payment for moveTHERE IS NO WAY I STILL OWE THEM FOR THE MOVE AS YOU SEE THEY RECEIVED THERE MONEY FOR THE MOVE.THE ISSUE IS PAYMENT FOR ALL OF MY BROKEN ITEMS. I WANT REPLACEMENT OR PAYMENT FOR THOSE THINGS. I SENT YIU AND BELLHOP IMAGES OF MY BROKEN THINGS.Business Response
Date: 11/20/2023
We have refunded the customer a total of $317.85. On 11/7, we issued a refund of $103.05 and $4.80. On 11/12, we issued a refund of $210. Please refer to the attached receipts and signed settlement letter for verification. We are willing to work with the customer to find a satisfactory solution.Customer Answer
Date: 12/05/2023
Only two refunds , I RECEIVED and that was $103.05 and $4.80( which was the overcharge refund. I DID NOT RECEIVE $210 FOR MY BROKEN ITEMS.Business Response
Date: 12/11/2023
Hi ****,
We have confirmed that the refund amount has been credited back to the original card that was used for the transaction. As a result, we no longer have the funds with us. We have already provided you with the receipts which can be used to assist your bank in locating the refunds. Please contact your bank for further assistance.
Sincerely,Customer Answer
Date: 12/12/2023
Hello. I am responding to Bellhop’s response,
I have also sent proof of the $210 NOT being deposited into my account…. I
have sent this proof to BBB and to Bellhop and to their corporate office…l
sent bank proof. There was NOT $210 deposited into my account in the
entire month of November neither on the dates specified by Bellhop. How
many times must l repeat this and show the proof?Initial Complaint
Date:10/31/2023
Type:Service or Repair IssuesStatus: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.
Hired Bellhop to move my belongings into my new home. Bellhop had damaged my fridge and dryer. The fridge lower left door was damaged and glass shattered. The dryer simply would no longer operate after moving. The fridge settlement they are offering $120, which is not enough to cover the damage.Business Response
Date: 11/01/2023
*******, 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 and contractual agreements. 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 ****************** to have your claim resolved.Initial Complaint
Date:10/24/2023
Type:Service or Repair IssuesStatus: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.
This complaint is in reference to reservation ********. I had previously moved twice with Bellhop and was optimistic that this third move would go as smoothly as the others. I booked my move on 9/8/2023 for 10/3/2023 and was quoted $746. I received a text on 9/29/2023 stating that my reservation was automatically moved to 2pm on 10/3/2023 due to lack of a crew to complete the move. This time was incredibly inconvenient for me as I had taken time off of work for my move and would essentially lose a day of unpacking due to the delay. I called Bellhop customer service and was offered a 15% discount and the ability to move my reservation up a day to 10/2 at 2pm. I had family rearrange their schedules to assist me with making this time work. 90 minutes before the move start time on 10/2. I received a email saying the truck had broken down. I called Bellhop and they guaranteed that the move could take place the following day 10/3 at 2pm. Again, this time was incredibly inconvenient but I accepted the reservation. I did not receive a confirmation on this reservation or have a crew assigned until maybe 3 hours before the move. When the crew did show up on 10/3. They had no equipment to wrap and move my furniture and were even dressed in backless shoes, completely unprepared to work. After 90 minutes of them getting lost in my apartment building and breaking a luggage cart that belonged to the building, they were still unable to load ANY of my belongings onto the truck. We asked them to leave due to their inability to complete the work, and hired another last minute moving company for the next day who were able to complete the job professionally. I have followed up at least 5 times with Bellhop customer service and no one can give me straight answers on getting a refund for the $743.40 total charges to my ****, as these workers wasted my time and were unable to complete the job. Every customer service rep thus far has offered to text me with a resolution, and no one has.Business Response
Date: 11/08/2023
The team experienced a delay of 90 minutes to begin work due to the truck's size and a lack of clearance at the loading location, as well as a long walk to the truck. However, the team was later sent home, and the customer asked to cancel, reporting that they were not wearing proper clothing and did not bring moving equipment, risking items being damaged as well as causing damages to apartment property, as well as being HQ rescheduled 3 times prior. Due to these service failures, we will be refunding the full cost of this move and any payments ***** has made for these services. We understand that ***** has reached out to our customer service team multiple times, and we want to ensure that this matter is resolved to the customer's satisfaction. In light of the numerous issues they encountered, we have issued a full refund of the $743.40 total charges. Please allow 1-4 business days for the refund to process. We are deeply sorry for ******* experience.
We take this feedback seriously, and we are actively working to prevent such issues from happening in the future.Customer Answer
Date: 11/09/2023
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:10/23/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 2, 2023 I booked a move with Bellhop over the phone (********) for 10/14/2023. I booked loading and unloading services on both ends of my move and was told I would pay a fixed price of $806 total ($403 for each side of the move). My Bellhop dashboard reflected this information and I was charged a deposit of $80.60 (10% of my final cost). I had been upfront about there being a small non-freight elevator on the unloading side and that going up 4 flights of stairs would be necessary. On the move day, the loading went smoothly and the movers were really helpful. It was on the unloading side in Philadelphia that things went terribly. Two movers arrived. The lead mover was helpful however the other mover would not move anything heavy. Before I knew it and without my approval, a third mover arrived who also would barely move things. Moreover, they smelled of marijuana and there were periods of 15-20 minutes during the moving process that I would not see them. Even the lead mover told me that the two other individuals were cousins and he had issues working with them in the past and not helping. There was a complete lack of care for our items and multiple of our belongings were damaged or broken. After the move, my Bellhop dashboard changed to a new total of $1,213.72 and my CC was charged for significantly more than the $806 I had agreed to. Moreover, they added an hourly breakdown for each mover and the 2 movers who barely did anything and arrived after the lead mover incorrectly logged more time than the lead mover himself. I have gone back and forth with Bellhop to get the appropriate compensation, but communicating with them has been incredibly frustrating and the refund they have provided does not even cover the difference between the price I agreed to pay and what they charged, let alone cover for the terrible service and damage of belongings that happened during the unloading portion of the move. I remain willing to pay the agreed $403 for loading only.Business Response
Date: 10/25/2023
Dear ******,
We apologize for the inconvenience you experienced during your move with Bellhop. We take your feedback seriously and are committed to addressing your concerns. We are currently reviewing the details of your move and the issues you encountered and have brought these quality concerns of your team's performance to our management team to resolve.
Rest assured that we have investigated the discrepancies in the billing, especially the unexpected charges and the additional time logged by certain movers. Our aim is to resolve this matter to your satisfaction and ensure that you are billed according to the initial agreement
We have issued a refund of to -$204.88 to your account to honor the initial agreed-upon fixed price of $806 as well as an additional 15% goodwill for the team's performance. Please allow 3- 5 days for this to appear to your account.
In regards to further compensation for your damages, please contact our claims team to submit a damage claim for our claims team to further assist with resolving these damage costs at *******************
Thank you for bringing this to our attention, and we apologize for any inconvenience you have faced.Customer Answer
Date: 11/01/2023
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:10/11/2023
Type:Service or Repair IssuesStatus: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 Bellpop Movers to complete a move for me on 9/25. However, i was not informed that my move was not going to executed that day until I reached out to the moving company several hours after the movers did not show up, to enquire about my move. Bellhop informed me that my move has been cancelled due to lack of staff. They informed me it would be rescheduled for the 1st. I informed them that this was unacceptable. It was rescheduled for the 27th, however the movers did not show up until 2 hours after the move was to begin. I was not informed of the pending lateness. The move lasted well into the evening after 11PM. I was promised 3 movers and received 2 movers. Several pieces of furniture were damaged extensively and i suffered many inconveniences financially and personally due to the lack of service. **************** representative had offered/promised a 30% discount for my inconvenience, however, there has not been a credit or follow up from the company to date.Business Response
Date: 10/11/2023
We hope this message finds our customer well. We would like to extend our sincere apologies for the experience they've had during their recent move with Bellhop. We understand the frustration and inconvenience they encountered, and we appreciate the patience as we work to address their concerns.
First and foremost, we deeply regret the lack of communication and the delays our customer experienced on their scheduled move date. This is not the level of service we aim to provide, and their experience falls short of our standards. Regarding the issue of the promised three movers and the actual two movers who showed up, we are genuinely sorry for the inconvenience this caused. this was due to a staff shortage in the area. In addition, in regards to the reported damages, we take this matter seriously.
We would like to clarify our customer's billing situation. As of now, we have only collected a partial payment of $586.00 out of the total bill of $1,492.50. This discrepancy appears to be due to an issue with their payment method. With the 30% discount applied to the final total, the adjusted bill would be $1,044.75. This means there is still a remaining balance to be paid.
Furthermore, our claims department has initiated contact with our customer to discuss the damages that might have occurred during the move. We understand the importance of addressing these issues promptly and providing compensation for any damaged items. Our customer's satisfaction is of the utmost importance to us, and we are committed to resolving these matters and ensuring that they receive the service and support everyone deserve. Please rest assured that we are actively working to improve our processes to prevent such issues from happening in the future.
If there are any questions or concerns or if our customer would like to discuss these matters further, please do not hesitate to reach out to our customer support team. They are here to assist with and throughout this process to ensure a satisfactory resolution. We appreciate all feedback and patience as we work to rectify these issues. We value our customer's trust in **********************, and we are committed to making things right.
Customer Answer
Date: 10/12/2023
Complaint: ********
I am rejecting this response because: I did not agree to pay Bellhop Movers $1492.20 fro my move from ******** ** to ***************** VA. The agreeed appon amount was $586.00. They attempted to advise me because me move was resceduled that it was going to cost more. It was rescheduled becuse they did not show up. I was promised 3 guys and 2 showed up. One guy 2 hour late and one guy short for the 3 person move. I dispute all charges for this moving company and want to report unethical practices and fraud.
Sincerely,
*************************Business Response
Date: 10/13/2023
We hope this message finds you well, and thank you for your patience as we reevaluate your concerns regarding your recent move with Bellhop.
Once again, we take your feedback seriously and aim to provide a fair and transparent resolution. I would like to provide you with an update on our findings and the actions taken. After revisiting your case, we have reevaluated the charges associated with your move. You are correct; the originally agreed-upon rate of $586.00 should be honored. We apologize for any misunderstanding regarding the pricing adjustment, which was an error on our part.
Here is a summary of the steps we have taken to address your concerns:
Rate Adjustment:To ensure you are charged the agreed-upon rate, we have honored the original hourly rate. This results in a bill adjustment of $525.50. After applying this adjustment, a balance of $381.50 remains on your account.
As previoiusly stated we deeply regret the inconvenience you experienced due to the late arrival of our movers and the miscommunication regarding the pricing. Your feedback highlights areas where we need to improve our service. If you have any further questions or concerns or would like to discuss your pending balance, please feel free to contact our customer service team. We are here to assist you.
Bellhop Claims department.
Initial Complaint
Date:10/07/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Worst experience ever with a moving company. I completed an online reservation and followed up with several representatives via telephone, prior to the move, to discuss the items I will need moved. However, the day of my move which was 9/27/2023, three movers showed up with one truck. Prior to the start of the move, I asked mover #1 was the truck big enough, it did not look like it could fit all of my belongings. Mover #1 assured me that everything would fit on the truck, and no worries. Approximately an hour into the move, the lead mover asked me if it was okay to add a 4th person to help make the move go faster, I agreed. However, three hours into the move, I was told that all of my belongings would not fit on the truck, and to schedule a follow up move. I was appalled! I contacted customer service, and I was told that my remaining items could not be moved until 10/2 and I would have to pay another moving fee. Keep in mind that I already sold my home and I had to be out by 9/28/2023 @ 5 pm. **************** could care less about the situation, I requested at least 5 times to speak with a manager (via telephone and via text message chat). When I finally spoke with a manager 5 hours into the move, which now I am being charge by the hour, he was nonchalant and could care less that most of my items were left at the home and could not fit on the truck. He stated that there was nothing that could be done. My items were not disassembled properly to make enough room on the truck, nor were all the items properly wrapped/secured. Which caused several items to be damaged, the floors in my laundry room of my new house were ripped. The appliances were not connected back properly, & the refrigerator wiring was damaged, and I had to replace the fridge. I had to secure another moving company and pay an addt'l $500 for them to move my remaining items. Bellhop movers were young and inexperienced. I submitted a claim & have yet to have anyone to respond with an update after 8 days.Business Response
Date: 10/12/2023
We hope this message finds our Customer well, and we would like to extend our apologies for the difficulties they might have faced during their recent move with Bellhop. All feedback is extremely important to us, and we understand their frustration. We'd like to provide them with a detailed overview of the actions taken to address their concerns.
Firstly, we appreciate all the patience and feedback regarding *********************. Every input helps us make improvements to our services.
Here are the key points of your complaint, along with the steps we've taken:Truck Size and Items Not Fitting: Our customer's concern about the capacity of the truck was valid however we provided a full size 26' foot truck as usual, nontheless we apologize for any inconvenience this might have caused. Adding a fourth person to the team was an attempt to expedite the process, but we acknowledge that our solution did not fully address the issue as there was more items than expected.
Schedule for the Remaining Items:We understand that the rescheduled move date of 10/2 did not align with our customer's need to vacate their property by 9/28. We're genuinely sorry for the misalignment in schedules. Our initial intention was to provide a timely solution.
Customer Service Experience:We are disheartened to learn about the experience with our customer service. Our customer should have received a more responsive and empathetic approach when contacting us for help. We sincerely apologize for any dissatisfaction they may have felt during those interactions.
Damaged Items and Incomplete Disassembly:It's unacceptable that our customer's items were damaged during the move, and we deeply regret the inconvenience this has caused. Our team should have taken more care in disassembling items to maximize space on the truck and ensure the safety of their belongings.
Pending Claim:We acknowledge that the submitted is still being reviewed and we apologize if our customer feel this has been a extended period of time as we're currently working our hardest fo provide timely revisions. Our claims department will provide them with an update as soon as possible.
In regards to their request for a refund, we have reviewed the case thoroughly, and it is clear that our customer was charged only for the services provided. Given the circumstances and the fact that our team attempted to resolve the situation by adding a fourth mover, the charges reflect the services rendered on the moving day. Our customer has the option to decline or accept the proposed solution; however, no additional refund is available beyond the bill provided.
Once again, we would like to extend our sincere apologies for the issues our customer faced. All feedback is valuable to us, and it is through feedback like this that we can continue to improve our services. We are working diligently to address our customer's pending claim and provide a resolution. If there are any additional questions or concerns, please feel free to reach out to our customer service team, who will be available to assist you.
Bellhop Claims Department.
Customer Answer
Date: 10/13/2023
Complaint: ********
I am rejecting this response because the damages to my property was over the amount of $401.00 that was offered as a settlement agreement. I provided pictures as supporting evidence showing that my items were not wrapped/secured properly. Therefore, this is why the damage occurred due to negligence on the part of the movers. Furthermore, I will have to come out of pocket once again to cover the difference for the items that was damage due to negligence by the movers. Is this best practices for Bellhop? The damages were due to negligence and the movers not following the proper moving procedures that are outlined by your company. However, your response is basically saying "sorry but not sorry", and I am still responsible for the move and that damages minus $401.00, which will not cover the cost of materials and labor.I am appalled by your response, and resolution has not happened regarding this matter. I will continue to escalate to matter until there is a resolution.
Sincerely,Business Response
Date: 11/07/2023
******, 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 movers 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 initial proposed compensation. We compensate for damages based on each items moving industry standard weight, calculated at .60/lb as stated in our Terms of Service. However, based on this additional feedback and further repair estimates provided, your claims agent has reviewed the damage for further compensation and increased the settlement to $725.80 to account for the additional repair costs which has been accepted.
We appreciate you taking the time to review and leave feedback as we continue to refine our claims processes.
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