Complaints

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

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  Bellhop, Inc.

  1110 Market St STE 502 Chattanooga, TN 37402-3310

• 

  Bellhop, Inc.

  79 E 7th Ave Columbus, OH 43201-2561

• 

  Bellhops Moving Services

  1 Whitford Dr Durham, NC 27705

• 

  Bellhops Moving Services

  2717 Western Blvd Apt 331 Raleigh, NC 27606-2192

• 

  Bellhop, Inc.

  1809 South 8th Street Waco, TX 76706

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/20/2023

  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.

  Over a month before our move we booked Bellhop for an 8am arrival on September 16, 2023. The night before we received a call from the local moving company they had contracted that they had been double booked and would not be able to start until 11am. On moving day, the movers did not show up until 3:45pm because the first move they completed ended up being a large move. The movers had already been working 8 hours and they were exhausted. They still worked as hard as they could (for movers who had already worked an entire shift) but it took 5 hours to pack up 2/3 our 3 bedroom, 1.5 bath condo. 1/3 of our possessions remained and they stated it was too late to consider a second trip. About half of what was left was left outside (and of course it rained). When they got to our condo, almost all boxes and furniture were just delivered through the front door as they didn’t have time or energy to get the items to the correct floor or room. The only furniture they put together was our bed. We were left to put two tables, a sectional, a bookshelf and a bed back together. Come to find out when we went to put things back together that pieces were missing or damaged. We had damage to our condo and our new home. Our dryer had large dents on top. We contacted Bellhop and asked them to make it right. They offered a 20% discount but said it they sent someone out to finish the job, we would have to pay more. Our estimate essentially doubled because the move took longer than expected (again exhausted movers). Bellhop refused any additional discounts or help. My husband and I had to rent a ***** to finish the job the next day. Our furniture is still in pieces and much of it will likely need replaced. Stay away from Bellhop.

  Business Response

  Date: 09/26/2023

  We want to extend our sincere apologies for the numerous challenges you might have faced during your recent move with Bellhop. Your experience was far from the level of service we aim to provide, and for that, we are deeply sorry.

  We understand that there were several issues that occurred throughout your move, including a delayed start time, exhaustion among the movers, and incomplete assembly of furniture. We take full responsibility for these inconveniences and the negative impact they had on your moving experience.

  To address your concerns, we have taken the following steps:
  We have applied a discount of $537.99 to your move's total cost. This discount has been issued in recognition of the inconveniences you faced and any potential damages incurred during the move. We want to sincerely apologize for the double booking issue that caused the delayed start time. This was a system failure on our part, and we deeply regret the impact it had on your move.

  We understand the frustration and stress that this situation has caused, and we genuinely appreciate your patience as we work to make this right. Our team is committed to learning from these challenges and continually improving our services. While we cannot change the past, we hope that this discount serves as a gesture of goodwill. If there are specific damages or issues that require further attention, please do not hesitate to reach out to us.

  We are here to assist in any way we can. Once again, we apologize for the difficulties you faced during your move, and we sincerely hope that you will reconsider Bellhop in the future. We value your business and want to ensure a smoother experience should you choose to use our services again.

  Thank you for sharing your feedback, and we appreciate the opportunity to address your concerns.

  Bellhop Claims Department.

  
  

  Customer Answer

  Date: 09/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We are still trying to find the pieces to our disassembled furniture and finding more damaged to our home and items. These movers were exhausted and overworked. I am sorry, but I will not accept less than only paying the original quote. We have also paid for two days of ***** rental and hurt ourselves trying to complete this move while working full time. Unacceptable.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/04/2023

  We hope this message finds our customer well.

  Our records indicate that the total cost for their move was $1,066. However, they were charged a total of $566.19 for the services provided. This reflects a substantial discount from the original estimate. We understand that there may have been some confusion regarding the billing process as the initial amount is placed on hold before the final charge, especially if they were expecting a higher total.

  Please note that refunds for adjustments or discounts may take up to 10 business days to fully reflect on the payment method. This delay in processing refunds can sometimes lead to confusion about the final charges. In this case, it's essential to emphasize that our customer has paid less than the original estimated cost. We hope this clarifies the billing situation. If there's any further questions or if there's anything else we can assist with, please don't hesitate to reach out to us.

  Our customer's satisfaction is our priority, and we want to ensure that their experience with Bellhop meets their expectations.

  Thanks for choosing Bellhop for your moving needs. We appreciate your business and value your feedback.

  Customer Answer

  Date: 10/07/2023

  
  
  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:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bellhop Moving were contracted to move me to a new apartment complex on June 27, 2023. During the course of the move from the old complex to the new one located at **** ** *** **** **** ***** the driver of their truck backed into the carport overhang which sustained damage. This was reported to the complex and to the management of Bellhop Moving for their insurance to pay for the damage. I filed a claim with them via a claims representative named ***** ** Claims Lead Rep. on July 3, 2023. He sent me a copy of their liability insurance carrier, ***** Insurance Co, contact ******************************** . I forwarded a copy of my claim to her, but have heard nothing back from them. I tried calling Bellhop Moving Headquarters, no response. The apartment complex management also reached out to this company; their insurance carrier regarding the matter, but received no response. As a result, I was charged $850.00 for the repair cost which should have been paid by the insurers of Bellhop Moving. As such, I am reporting this to the Better business Bureau to see if I can get some action out of them to reimburse me this costs because it was their driver's fault, not mine.
  
  My renters insurance would not cover because there was no damage to my personal property in this matter

  Business Response

  Date: 09/11/2023

  ******, 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 shared your feedback with the Market Manager to ensure the mover’s performance improves for the future.
  Our Bellhop Claims Manager contacted their team to request an update on your claim status. You should receive an update from our claims team within 5-7 business days. We apologize that you have not received a swift resolution.
  We appreciate you taking the time to share this feedback as we continue to refine our claims processes. Please reach out at ******************* if we can be of further assistance. Thank you.

  Customer Answer

  Date: 09/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They did not provide me with the results of the claim I filed with them to either pay for the damage or reimburse me since I had to pay out of pocket for the damage costs.   They did indicate that they would research the status of my claim and get back to me.  Therefore, I await their findings to reimburse me my costs.   Keep this claim open.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/06/2023

  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.

  First, I booked a move for 3 movers and 1 driver. The day before the move my team was reduced to 1 driver and 2 movers without my consent. Next, the movers took my belongings into their personal cars, therefore damaging my items. One of the movers left mid-move and then the remaining mover bumped items along my stairs, causing scratches and damage to my banister. Lastly, I was told I had a minimum of 3 hours to pay for and that one hour would be taken off of my total as the movers were present for less than 2 hours. I have been charged for all 4 hours with no refund.

  Customer Answer

  Date: 09/06/2023

  I would like to note that after repeated communications with the business, they did refund my fourth hour of moving. However, the rest of my complaint still stands. Please let me know if I can or if the complaint needs to be amended in any way. I would still like to seek a refund or reimbursement based on the damages done to my home and property as well as the mover that they removed from my team the day before without my consent.
  
  Thank you,
  ****** *******
  ***** ********

  Business Response

  Date: 09/26/2023

  We want to begin by extending my sincere apologies for the inconveniences our customer encountered during their recent move with Bellhop.

  All feedback is invaluable to us, and we take it seriously as we continually strive to improve our services. We understand that there might have been multiple issues throughout your move, including a reduction in the number of movers due to a staff shortage, the handling of your belongings, a mover leaving mid-move, and damage to your banister and items.

  This is far from the experience we aim to provide, and for that, we are deeply sorry. To address your concerns, we have taken the following steps:

  We have applied a discount of $179, which accounts for the one-hour reduction in the total time the movers were present as promised. This will be refunded to your payment method within the next 2-3 business days.

  In addition, we are issuing a further refund of $380 to account for any damages that may have occurred during your move. We take full responsibility for any harm caused to your items and property during our service

  We understand that these issues have marred your moving experience with us, and we are committed to rectifying them to the best of our ability. We genuinely value your business and want to ensure that you are treated fairly. Please know that your concerns have been taken seriously, and we are actively working to prevent such issues from recurring in the future. If you have any further questions or require additional assistance, please do not hesitate to reach out to our customer support team. We are here to help and are dedicated to making this right for you.

  Thank you for providing us with your feedback, and we hope to have the opportunity to serve you better in the future.

  Bellhop Claims Department

• Initial Complaint

  Date:08/18/2023

  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 Bellhops for a move from my old apartment to my new apartment on august 16th 2023.The website says they provide you with professional movers. The movers the provided me with were not movers and had only ever moved a couple times before they told me theyd been on the job about two weeks and had worked for post mates prior. The movers did not have plastic, tape, tools, or enough moving blankets - they had just a rented uhaul truck. They did not wrap my furniture and many times dropped my fully unwrapped mattress on the sidewalk. I saw them dragging it up my stoop at one point.They did not wrap my couch but draped two blankets over the top they also dragged it up the stairs which resulted in it getting very dirty as well as breaking part of the ********* and the wall. I called their boss because when I asked what would happen if they couldnt get the couch upstairs (it has been measured now by professional movers and I know that it can fit) they told me they had no idea and it was up to me after one of them named **** found out I had called to ask what my options were he cornered me in my hallway and got very close to my face and started screaming and cursing at me for five minutes I am a small woman and prior to that hed also made remarks asking about why I didnt have a boyfriend there and then asking me where he was. He also told me he was doing a bad job because he was nervous around me and a few other flirtatious comments. They got the couch stuck and my landlord who is an 84 year old woman came out to ask what was happening and he started screaming at her repeatedly for ten minutes cursing and yelling I asked him to stop many times which just made him louder. The move was supposed to take 3-4 hours starting at 2pm but it ended at 11:30pm. They were unable to get the couch upstairs and we had to bring it back. I will have to hire professional movers to move it as well as a bookshelf they forgot. There were a few other issues as well.

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Bellhops has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:08/17/2023

  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 moving service for 7/21/23 through Bellhop because I got a discount through my employer's ********* program of 15%. The day of the move, only two movers showed up and pretty quickly they said that I would have to pay for another mover because the one didn't show up. I called Bellhop and they assured me that they were looking into it, and would call me back. They said they would take the big furniture and my mom and I would have to get the rest ourselves. Another mover showed up at the new apartment to unload the furniture, which I was charged for, yet i already paid for 3 movers for a full day's work.
  Nearly every single piece of my furniture is cracked in half (Standing mirror) or damaged, even my mattress has a gash right through the middle of it. I paid for extra insurance in case something like this happened, so I called and was sent the claims forms, which I filled out and sent pictures back. I have not heard back at all regarding this. I have called multiple times, and one woman said she gave me an $80 credit which is not showing up in my bank account, so she wanted me to call my bank and tell them to give me a refund??
  The billing itself is also wrong, The total originally was $651 but I was charged $727.60.

  Business Response

  Date: 08/19/2023

  Firstly we would like express we deeply appreciate the opportunity to further clarify this matter while bringing our customer's experience to our attention, and we apologize for any inconvenience they may have faced during their recent move with Bellhop. All feedback is important to us, and we are committed to addressing our customer's concerns in a timely and satisfactory manner.

  Firstly, we would like to clarify the details of our customer's moving service. According to our records, they had initially booked a moving service with two movers and a truck. One of the movers also acted as the truck driver, making a total of two individuals for their move. We understand that this may have caused some confusion as our customer may have expected 3 people (2 + an additional 1 being the truck driver), and we apologize for any misunderstanding that may have arisen. We have attached the estimate confirmation that our customer signed for reference purposes.

  We have reviewed the billing concerns and found that while their initial total was $651, due to the inclusion of a third mover, the actual estimated total increased to $886. We apologize for any confusion caused by this discrepancy, and we appreciate the understanding as we address this issue. In relation to their concerns about damages to their furniture during the move, we understand the frustration this situation has caused. Our claims department has received our customer's claim forms and the accompanying photos. Please be assured that we take damage claims seriously, and we are currently in the process of reviewing the documentation provided. The claims process typically takes up to 10 business days, and we would appreciate some patience as we work towards a resolution.

  Regarding the $80 credit that was mentioned, we apologize for any confusion. As a goodwill gesture, we applied an additional 10% discount to our customers invoice aside from their mentioned initial discount. If our customer has not yet seen this credit reflected in their bank account, we recommend them contacting their bank for further assistance.

  Once again, we apologize for any inconvenience our customer may have faced throughout this process. Our primary goal is to provide seamless and stress-free moving experiences, and we regret that we fell short of our customer's expectations.

  If there's have any further questions regarding our customer's claim or billing, please feel free to reach out to our customer support team.

  Bellhop Claims Department.

  Customer Answer

  Date: 08/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Your website specifically says that insurance claims take 2-3 business days to process, and your BBB response says to allow 10 business days. It has been EIGHTEEN (18) business days since I submitted by claim with verification (07/26/2023).
  
  I have not received a refund of $80.00, or 10%, as shown by a search of the account used to pay for the Bellhop services. I was charged a total of $727.60. When I spoke to your agents, she also advised me to call my bank and tell them that I should be getting a refund. There is not a bank in the world that will  give a customer a refund when they call because "this moving company said they gave me one."
  
  Please see attached documentation for copies of my bank charges, email from your agent, documents from your own website stating your claim policy, and my submission of my insurance claim on 07/26.
  
  
  
  Sincerely,
  
  
  ******** *******

  Business Response

  Date: 08/26/2023

  We apologize for any confusion or delay our customer has experienced in regards to their claim with Bellhop. We understand their frustration and want to assure that we take all concerns seriously. As feedback is invaluable in helping us improve our services.

  Upon reviewing their case, we can confirm that the claim was indeed submitted on July 26, 2023. Our records indicate that there was a discrepancy in the processing time for insurance claims in the information provided. While our website mentions a 2-3 business day processing time, we acknowledge that they were also informed to allow up to 10 business days during the resolution process. To further clarify this the process, the reviewing the initial submission of the claim takes 2 to 3 business days, nontheless the remaining evaluation and resolution of said claim continues for up to 10 business days.

  To resolve this matter, we are pleased to inform our customer that we have issued a settlement letter, both by mail and email, outlining a resolution. The settlement amount of $300 has been determined based on our internal review and in consideration of the situation that has been faced.

  Being detailed as follows:

  Tv stand 100lbs * $.60 =$60.00
  Dresser 100lbs * $.60 =$60.00
  Queen mattress 100lbs * $.60 =$60.00
  Queen bed frame 100lbs * $.60 =$60.00
  Led standing mirror 25lbs * $.60= $15.00
  Bookcase 75lbs * $.60=$45.00

  Total Claim $300.00

  Once again, we apologize for any miscommunication and the inconvenience this matter has caused our customer. We value their business and hope that this settlement offer demonstrates our commitment to addressing the explained concerns and making things right.

  If any further questions or remain or there's additional assistance needed, please don't hesitate to reach out to our customer support team. We appreciate all the patience and the understanding as we work to resolve this matter.

  Thank you for bringing this issue to our attention, and we hope to have the opportunity to serve better in the future.

  Bellhop Claims Department

  Customer Answer

  Date: 08/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Bellhop pays out $.60/lb for those customers that did not purchase extra insurance. I did in fact purchase the $70 insurance plan that covers up to $10,000 of damaged goods.
  The total that I paid for the damaged furniture is $1,673.84.
  

  Attached are the receipts for my furniture that was damaged or completely broken, including the second headboard that was not included in Bellhop's last response.
  Bellhop also failed to resolve the issue regarding the $80 refund for the charge of the extra mover for a whole day of work when he was there for 2 hours.
  
  
  
  Sincerely,
  
  
  ******** *******

• Initial Complaint

  Date:08/11/2023

  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.

  Had a move 7/24 my 1400 mirrored dresser was destroyed. I filed a complaint the same day and a claim 7/25 and have been ignored everyday since. I called in today and demanded information and the representative *** said at 11am ET to file a lawsuit and started laughing at me! **** **** who is my claims specialist and the claims email never responds. I have videos from my security cameras and pictures from the move and I will file a small claims suit. This has been the most unprofessional company I’ve ever dealt with. None of my furniture was wrapped like they said on the phone or the website and nothing was handled with care. I have videos of almost all my items being banged and the movers acting carelessly. I am filing 8/19 if I hear back from no one. I paid full price for a professional move and have been left with a headache. Below is the email I sent same day and NO ONE responded. I will not be left with the bill of my broken dresser.
  
  Good Afternoon I had a move yesterday 7/24 and the mover ******** instructed ****** to help him move my dresser. ******** had the bright idea to turn my all mirrored dresser upside down and drag it down carpeted stairs. The front corner of the dresser hit the stairs and cracked, completely ruining my $1400 mirrored dresser. I have been calling since the incident happened and would like someone to reach out. I would also like to inform a manager about that mover ******** he was very careless after breaking my dresser he laughed and told me to put tape on it. He also put a small hole in my mattress. I had to ask him on multiple occasions to be careful and he did not listen. He laughed about breaking my dresser and started dancing and joking around. He almost broke another mirrored item and laughed and said I think I broke another one. The team lead was kind, but he had no control over that mover. Please someone contact me about this my dresser was over $1400 I would like this replaced.

  Business Response

  Date: 08/11/2023

  We appreciate the opportunity to address the concerns raised by the customer in question. We want to extend our deepest apologies for the distressing experience that they encountered during their recent engagement with our services. We understand the gravity of the situation and wish to convey our sincere apologies for any inconvenience, frustration, or disappointment this may have caused.
  
  The customer's feedback is of paramount importance to us, and we are committed to rectifying the situation to the best of our ability. We have promptly escalated this case to our dedicated Claims department, and a member of our team will be reaching out to the customer today. Our aim is to comprehensively understand the extent of the damages and work collaboratively to determine the most suitable resolution.
  
  Furthermore, we are deeply concerned about the unprofessional behavior the customer described when interacting with our representative. This conduct is contrary to our company values and standards, and we take this matter very seriously. As a result, we are launching a thorough investigation into this incident to ensure that our representatives consistently uphold the highest levels of professionalism and courtesy when assisting our esteemed customers.
  
  We want to assure the customer that their concerns have not gone unnoticed. In light of the inconveniences faced, we have taken the initiative to provide a 10% discount as a goodwill gesture. We are genuinely committed to regaining the customer's trust and demonstrating the caliber of service we strive to deliver to all of our valued clientele.
  
  Once again, we apologize for any inconvenience experienced by the customer and express our gratitude for their understanding as we endeavor to rectify this situation.
  
  

• Initial Complaint

  Date:08/10/2023

  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 was moving from Deltona to Clermont Fl on May 12th. A moving company named Bellhop was sent by the buyer of my home to move my stuff. They moved most of my stuff plus my 55inch ******* television which was wrapped in a blue blanket and placed inside of a box; I told the guys that were moving the television not to hold it by the glass/screen and they held at the top and cracked the screen. I complained to Bellhop and they offered me $50.00 which I refused; then I was offered $150.00 which I also refused because that television cost me $500.00 plus tax. The last time I spoke to Bellhop representative was in June and was told that they would look into it and see if there is more that they could do for me and it would take 1-2 business days. Since that time I never heard a word from Bellhop again.

  Business Response

  Date: 08/11/2023

  We deeply apologize for the inconvenience our customer has faced in regards to their damaged television during the move on May 12th. We understand the importance of their belongings and we are sorry for any frustration this situation has caused.

  Upon receiving our customer's complaint, our team reviewed the circumstances and assessed the damage. We acknowledge the value of your television and, in accordance with our terms of service, we offered a settlement of $50 t which we increased $100 as goodwill totalling $150 as compensation for the damage. This offer was extended as the best resolution within our guidelines.

  We want to emphasize that our goal is to ensure that our customers have a satisfactory experience, and we do take these matters seriously. We understand that the offered settlement may not fully cover the cost of the damaged television, and we truly regret any inconvenience they've experienced. We did send a settlement letter to our customer in June, outlining the details of the proposed resolution. However, it appears that we haven't received a response from them in regards to this settlement. Our intention was to proceed with the settlement and issue a check for the agreed-upon amount once we receive their acceptance.
  

  If our customer is still interested in proceeding with the settlement, they may please let us know at the earliest convenience. We want to address all concerns and provide a resolution. If any further questions persist or if there's anything else we can assist with, please do not hesitate to reach out to us. Once again, we apologize for any inconvenience our customer may faced and appreciate the understanding.

  Customer Answer

  Date: 08/20/2023

  
  
  Complaint: ********
  
  response
  
  I am rejecting this response because: I received this response letter on 08/19/23 stating that they sent a settlement letter, we did not settle on the price that they want to pay on my brand new 55 inch ******* television. They sent out a lot of young kids to do a moving job and instead of lifting out my television carefully out of the box they grab it by the top and crack the screen and I would like full compensation for the television.

  I am a retiree and I do not have that kind of money to replace a television.  I did not agreed or accepted  their settlement, as a matter of fact they said to give them 1-2 business days to review my claim a second time and that was since 06/08/23 and **** * or anyone else from that company never responded again. I do not want to be played by this company, I thought it was business company that someone could work with; I never knew that the television was broken until the person came to fix the internet.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/25/2023

  We appreciate the time our customer has taken to further explain the situation faced and we truly apologize for any inconvenience they've experienced during their recent move and subsequent communication.

  We understand the frustration regarding the damage the television could have faced, and we sincerely apologize for any inconvenience it may have caused. Our intention is always to provide a smooth and hassle-free moving experience for our customers, and we deeply regret that this was not the case.

  In regard to our customer's claim, we have reviewed the situation thoroughly, and our settlement offer is based on our terms of service damage coverage. We understand this may not fully cover for the dissapointment, and we truly empathize with the situation. However, we must adhere to the terms and conditions that were agreed upon when services were hired.

  We understand that our customer is seeking full compensation for their brand new 55-inch ******* television. While we would like to accommodate said request, we must also consider the terms under which our damage coverage operates. As a retiree, we recognize the financial strain this may cause, and we genuinely regret any additional stress this situation has brought.

  We want to assure you that the claim filed has been taken seriously, and we have reviewed it multiple times. Unfortunately, based on the terms outlined in our service agreement and damage coverage, we are unable to provide a higher settlement offer beyond the initial proposal. We truly appreciate the understanding of our position and our customer's patience throughout this process. If there's any further questions or if there's anything else we can assist with, please don't hesitate to reach out to our customer support team. We sincerely hope to have the opportunity to serve more positively in the future.

  Bellhop Claims Department.

  
  

  Customer Answer

  Date: 09/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Bellhop plan was to pay the money they offered in the first place and nothing else. I am going to report this to Offer pad and let them know how my stuff was treated.  I am hoping that Offer Pad or any other company do not use this company/agent again; this is the worst company to place your valuables in their hands; with a whole lot of kids just playing around; because they do not want to pay the full wages to other workers. 
  
  
  
  Sincerely,
  
  
  ******* *****

• Initial Complaint

  Date:08/09/2023

  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 scheduled a move for 6/20/23. On moving day some movers showed up without a truck even though the truck was part of my order. Bellhop cancelled the move but as of 8/8/23 has yet to refund the cost of my move of $815.40 despite multiple calls with their support.

  Business Response

  Date: 08/11/2023

  We sincerely apologize for the inconvenience our customer has experienced with their scheduled move on 6/20/23 and the delay in processing their refund. We understand the frustration this situation has caused and we deeply regret any inconvenience they've faced.

  After investigating the case further, we have confirmed that a refund of $815.40 was indeed processed on 08/08/2023 and the necessary steps were taken to ensure that the refund was issued to the customer's payment method. We understand that they were concerned about the delay in receiving the refund, and we want to clarify that there was an unexpected issue with our billing system that affected the timely processing of refunds for some customers, including theirs.

  We sincerely apologize for this oversight and for any confusion it may have caused. Our team has worked diligently to address this issue and ensure that the refund was correctly processed. We have attached proof of the refund transaction for reference.

  We deeply value all feedback and we want to assure you that we take these matters seriously. We understand that a timely resolution is important, and we apologize for any inconvenience experienced due to the delay in receiving our customer's refund.

  If further questions or concerns are yet ongoing, or if any additional assistance is needed, please do not hesitate to reach out. We are committed to ensuring that all our customers have a positive experience with Bellhop, and we appreciate your understanding and patience.

• Initial Complaint

  Date:08/07/2023

  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.

  Moved from Washington to Texas. Used Bellhop movers on both ends. Incurred massive amounts of damage to personal items due to poor packing by movers. Regional manager was present when unpacking in Texas, said that the damage was extensive and we should be entitled to a claim. Took pictures on his own phone to capture damages.
  
  Have been trying to file a claim with company and communication has been poor. Have been running us in circles at every turn. We would like to hold Bellhop accountable and be compensated to recover the items that were damaged. Pictures of damages have already been submitted to the company.

  Business Response

  Date: 08/19/2023

  We appreciate this opportunity to go over our customer's concerns regarding their recent move from Washington to Texas using Bellhop's services.

  Firstly we'd like to mention we understand how important it is for all belongings to be handled with care, and we apologize for any damages our customer may have experienced during their move. We sincerely regret any inconveniences caused by the damages to their personal items due to what seems to be poor packing by our movers. We'd like to rehiterate our goal is to provide smooth and stress-free moving experiences, and we're sorry that we fell short of our customer's expectations in this instance.

  We are now aware of the communication challenges our customer faced while trying to file a claim with us. This is certainly not the level of service we aim to provide, and we apologize for the frustration this may have caused. Please rest assured that we take all concerns seriously, and we are committed to resolving this matter promptly. Our customer has mentioned that our regional manager was present when unpacking in Texas and recognized the extent of the damages. We are currently reviewing the pictures of the damages submitted, and we appreciate all the cooperation in providing evidence to support their claim.

  Our claims department is actively working on reaching out to our customer to discuss the situation further and guide them through the final stage of our claims process. We want to ensure that this claim is handled with the attention it deserves, and we aim to provide a fair resolution. We understand the importance of holding us accountable for the damages we might have caused and compensating as agreed upon terms of service. Our team is dedicated to addressing all concerns and finding a suitable resolution to recover the items that might have been damaged during the move. In the meantime, if there's any additional information or updates regarding this claim, our customer may feel free to share them with us. We kindly ask for your patience as we work to establish communication and address our customer's concerns as swiftly as possible.

  Once again, we apologize for any inconvenience they might have faced, and we appreciate the understanding as we work towards a resolution. We appreciate the trust in Bellhop, and we are committed to making this right for our customer. If any further questions are remaining unsolved or if there's anything else we can assist with, please don't hesitate to reach out to our customer support team.

  We appreciate the patience and understanding as we work to resolve this matter.

  Bellhop Claims Department.

  Customer Answer

  Date: 08/21/2023

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

  We have reached out several times, and been told this claim is being looked into, but after contacting Bellhop again last week we were told this claim hadn’t been started or assigned to anyone even yet… So we have been waiting to be contacted for two months now and will not accept this response until this claim is started and completely resolved.
  
  
  
  Sincerely,
  
  
  ******** ********

  Business Response

  Date: 08/30/2023

  We sincerely apologize for any frustration you've experienced in relation to your insurance claim with Bellhop and we understand how important it is for you to have a timely resolution, we want to assure you that your concerns are being taken seriously.

  We can confirm that your claim has indeed been received by our claims department. We apologize for any misinformation you might have received previously. Our team is actively working to address your claim and ensure a fair resolution. We completely understand your disappointment with the time it has taken for your claim to progress.

  However, please rest assured that your case is in our dedicated claims process and we are committed to resolving it as swiftly as possible. We want to thank you for your patience during this process. Your feedback is incredibly valuable to us as we continually strive to improve our services. We are fully committed to addressing your concerns and ensuring that your claim is handled in a satisfactory manner.

  Bellhop Claims department.

  Customer Answer

  Date: 09/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Again we will not be accepting until this claim is resolved. It's been over two months living with these damages and seeing them every day. Bellhop recently asked us for pictures of the damages again, which we had already provided with a breakdown of what was damaged and how much each item cost. 

  We look forward to resolving this as quickly as possible.

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

• Initial Complaint

  Date:08/02/2023

  Type:Delivery 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.

  6/20/23 Long-Distance Full-Service Move. Full documentation available.
  Bellhop offered $709 to settle almost $10,000 damages directly resulting from Bellhop’s gross negligence, willful misconduct, and breach of contract when my scheduled move disappeared from the Bellhop Job Board and seemingly went ‘off the books’ to replace scheduled FL Bellhop Load Pros, Driver Pro, and designated truck with inexperienced contractors: a warehouse pallet driver with a filthy, grimy warehouse truck and zero residential move experience who didn't have the skills (and wasn't aware of his obligation) to supervise and provide adequate/sufficient moving supplies/tools; an inexperienced load team who'd only performed one prior move (they were fearful of pushing back when the driver smoked in my garage and when they were told to 'improvise' using my residential items/supplies instead of utilizing adequate/sufficient industry standard supplies/procedures to securely protect my belongings). None had ever worked with/for Bellhop and had no access to the QR Code System that supposedly tracked my move. They seemed surprised when I mentioned Bellhop; the job was evidently set up via an employee's cellphone. Driver was an hour late on both ends of the move. NC Bellhop Pro Unload Team was shocked by the inexperienced 'useless' driver and grimy truck; but said that nothing would have been soiled/damaged/stained if they'd been properly disassembled, wrapped in overlapping standard quilted pads, and completely covered in stretch wrap.
  
  Comparison: June 2021 moving company “*** ***s” disassembled, protected, loaded, and moved the exact same inventory 1,026 miles from Texas to Florida, using industry standard tools, supplies, and procedures as described by NC Bellhop Pro Unload Team. Every item arrived in pristine condition.
  In direct contrast: Bellhop failed to professionally and safely disassemble, protect, load, and move the exact same inventory 479 miles from Florida to North Carolina.

  Business Response

  Date: 08/11/2023

  We want to take this opportunity to address the issues mentioned. We sincerely apologize for the challenges and inconvenience our customer might have faced during their long-distance move with Bellhop.

  We understand the frustration caused by the issues they've outlined, and we deeply regret any negative experience they had. Upon reviewing their case and the circumstances surrounding their move, we recognize that there were serious discrepancies in the service provided. We acknowledge that the situation described falls short of the high standards we strive to maintain for every customer.

  In light of the damages incurred during the move, we have extended our offer of $709 as compensation. We understand that the total damages our customer is claiming amount to a significant figure. However, we would like to clarify that our offer is based on our terms of service, which outline the coverage provided for damages during a move in the unfortunate case of them ocurring.

  While we stand by our offer, we understand that our customer is seeking a larger amount to address the damages experienced. We acknowledge their concerns and perspective on the situation. We also appreciate their feedback regarding their positive experience with a different moving company in the past. We take it seriously as it helps us identify areas where we can improve our services. We understand that the resolution we have offered might not fully align with their expectations, and for that, we apologize however it's within the agreed upon terms of service.

  If there's any further questions we invite our customer to not hesitate to reach out. We remain committed to working towards a resolution that addresses their concerns.

  Customer Answer

  Date: 08/11/2023

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

  Damages were a direct result of Bellhop’s gross negligence, willful misconduct and breach of contract. The $709 is based on the weight of damaged items, with no documentation as to how they arrived at such weight. Nevertheless, how do you “weigh” gross negligence, willful misconduct, breach of contract, my personal stress and time spent as a result of Bellhop’s breach. They’ve basically admitted their wrongdoing in the response; I’m basically asking $7,000 settlement for over $10,000 in personal property damages alone. 
  

  I am prepared to continue pursuing this claim until I am made whole.  I shouldn’t have to return to the workforce in order to repair/replace my damaged items. I want to prevent this from happening to any other retired single female living on a fixed income. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 08/16/2023

  Firstly we'd like to state once again we appreciate our customer's feedback and understand their concerns regarding the compensation offered for the damages experienced during their move with Bellhop.

  We'd like to inform that our claims department thoroughly evaluates each claim based on our terms of service and coverage parameters, as well as any documentation provided by the customer. While we are aware of the dissatisfaction of our client with the $709 settlement offered, we want to rehiterate this has been based on the assessed weight of the damaged items by the indrustry standards.

  We apologize if our response did not fully address their expectations. Please understand that the assessment of damages and subsequent settlement is in accordance with our claims process and the terms outlined in our agreement. While we empathize with the inconvenience and stress they might have encountered due to the damages, we are only liable to base our settlement on the parameters set in our terms of service which the customers agree to at the moment of hiring our services.

  We understand their perspective on pursuing a larger settlement, but we want to emphasize that our coverage is defined within these terms. We want to assure that our priority is to provide fair and consistent resolution to all claims. We appreciate the determination to seek a resolution that is found satisfactory, and we encourage our customer to review our terms of service and coverage parameters for a better understanding of the coverage and compensation process.

  If any further questions or concerns are remaining, our claims department is available to assist and provide any necessary information via e-mail. We understand that this situation has been frustrating, and we remain committed to addressing your concerns within the boundaries of our terms.

  Thank you for your understanding and continued communication.

  Sincerely,

  Bellhop Claims Department.

  Customer Answer

  Date: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Bellhop is ignoring causation - the damages and stress were a direct result of Bellhop’s gross negligence, willful misconduct, and breach of contract. Bellhop made a business decision to replace my reserved Bellhop Pros and dedicated truck with last-minute contracted grungy warehouse truck, inexperienced warehouse driver, and inexperienced load team; none of which protected my belongings using standard industry practices.

  If Bellhop is not willing to work through BBB to equitably resolve this dispute, I will next engage the Federal Trade Commission,  as well as Florida & North Carolina Divisions of Consumer Protection  & Deceptive and Unfair Trade Practices;. I will also contact **** ***** regarding my experience with their ‘professional business partner.’ I am exploring other federal and state divisions who can make sure this doesn’t happen to any other retired single women. 
  

  I was very fair with my initial request of $7,000 settlement to replace over $10,000 in damaged/destroyed items.
  

  If BBB mediation isn’t successful in recouping this amount, then going forward I will also take into account replacement cost, my valuable time, and my mental well-being.

  Again, I shouldn’t be forced out of retirement to replace my quality belongings that were pristine prior to Bellhop’s unfair and deceptive trade practices. 

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