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

• 

  Bellhops Moving Services

  1 Whitford Dr Durham, NC 27705

• 

  Bellhops Moving, LLC

  92 King St Boston, MA 02122-2885

• 

  Bellhop, Inc.

  4400 Greek Ct Orlando, FL 32816

• 

  Bellhop, Inc.

  1110 Market St. Suite 502 Chattanooga, TN 37401

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:08/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were quoted 3 movers for 4 hours at $50 hour per mover. There was no truck fee quoted. It was told to us it would be $600 for 4 hours with 3 movers. Only 2 movers showed up. We were told after being charged the driver was an admiral and mover so 1 person counted as 2 somehow. The 2 movers were good and did the best they could with only 2 doing the job. This caused the move to last 6 hours and we had to help to complete in 6 hours. We were billed $1057.50. We would like a refund of the $460.51 that was an extra charge after the deposit of $59.70 and the final payment of $537.29. This was NOT explained to us clearly at all with a lack of a mover and shady sales tactics.

  Business Response

  Date: 08/11/2023

  Firstly we would like to state we appeciate the oportunity to solve and clarify this matter. We sincerely apologize for the confusion and inconvenience our customer might have experienced during their recent move with Bellhop.

  We understand how important clear communication and accurate pricing are, and we deeply regret any misunderstanding that may have arisen.
  
  While we strive to provide transparent information about our pricing and services as they're easily and widely available in our terms of service including explainations about our movers, drivers, admirals, fees and associated such, it seems that there might have been some miscommunication in this instance. We understand that our customer was quoted for 3 people for 4 hours, and the final cost ended up being higher due to only 2 movers being present.

  We apologize for any frustration this may have caused.
  
  We'd like to clarify that our "Admiral" movers are indeed trained to perform both driving and moving tasks, which offers flexibility in managing our teams. However, we understand that this information may not have been made clear to you initially.
  
  In an effort to make amends for any inconvenience and miscommunication, we are applying a goodwill discount of 5% to your total bill, which amounts to $61.

  This adjustment will be reflected in your final charges.
  
  We truly appreciate your feedback, as it helps us identify areas where we can improve our services and communications. We strive to ensure that every customer has a smooth and satisfactory experience with us, and we apologize that this was not the case for you.
  
  If you have any further questions or concerns, please do not hesitate to reach out. We value your business and your feedback, and we're committed to working towards a resolution that meets your expectations.

  Kind Regards,

  Bellhop Claims Department

• Initial Complaint

  Date:07/24/2023

  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.

  I called Bellhop moving company and scheduled movers for 7/21/23. They were scheduled to arrive between 2-2:30pm. Around 3:15pm they hadn't shown up, so I called to touch base. The lady stated they didn't have any movers available and that they would work on assigning someone. This person then asked if she could reschedule me for movers on 7/24-7/26. I asked to speak to a supervisor,
  as i was never notified that there would be no movers coming, and i paid for services. Supervisor called and reassured me that movers were coming. By 4:45pm, I checked the Bellhop dashboard and there still were no movers attached. I called again, this time demanding answers and received nothing. At this point I demanded a refund since the appointment was never made. Upon reviewing my credit card statement, they not only charged me a $42 deposit, but $490 and $450. I am currently disputing charges with my credit card company. What a mess this left me with. So disappointing, unethical, fraudulent and unprofessional.

  Business Response

  Date: 08/05/2023

  We would like to address the complaint filed by the customer regarding their experience with Bellhop moving services.

  We sincerely apologize for the inconvenience and frustration caused by the mishandling of the scheduled movers. We understand how important it is to have a reliable moving service, and we deeply regret that we were unable to fulfill our commitment on the scheduled date.

  Upon reviewing the situation, it appears that there was a breakdown in our internal processes, which led to the miscommunication and lack of available movers for the customer's move. We understand that this is unacceptable, and we have already taken measures to address and rectify the issues within our system to ensure it does not happen again in the future. Regarding the charges on the customer's credit card, we would like to clarify that these were processed due to a system error, and they should have already been refunded.

  We can assure the customer that a full refund has been issued to their payment method, including the $42 deposit, $490, and $450 charges. If the refund has not yet reflected in their account, we recommend reaching out to their credit card company for further assistance. We apologize for any confusion or inconvenience caused by this error. At Bellhop, we take customer feedback seriously, and we are committed to providing excellent service to all our clients. We deeply regret the disappointment and frustration experienced by the customer, and we sincerely apologize for any unethical or unprofessional conduct on our part.

  We appreciate the customer's understanding and patience throughout this process, and we hope to have the opportunity to restore their trust in our services in the future. If there are any further concerns or questions, we encourage the customer to reach out to our customer support team, and we will be more than happy to assist them.
  Thank you for bringing this matter to our attention, and we once again extend our sincere apologies for the inconvenience caused to the customer.

  Bellhop Claims Department

  
  

• Initial Complaint

  Date:07/19/2023

  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 have never contacted Bellhop or subscribed to any email listing. It seems Bellhop has obtained my contact information through a partnership with **************** Over the last 2 weeks, I have received over 30 emails from BellHop. Last week, I unsubscribed from email notificaitons from Bellhop through their email link. I have continued to receive emails and received 11 emails today (7/18) alone. I contact BellHop support over the phone and they instructed me that they cannot update the email listing and I need to create a rule within my email account. This is a predatory sales practice that is in direct violation of the CAN-SPAM act.

  Business Response

  Date: 08/11/2023

  We apologize for any inconvenience you've experienced regarding the emails you've been receiving from Bellhop. We take your concerns seriously and want to address this matter promptly.

  First and foremost, we want to clarify that Bellhop is committed to complying with all applicable laws and regulations, including the CAN-SPAM Act. We apologize if you have been receiving unwanted emails from us, and we are actively working to resolve this issue.

  We understand that you've unsubscribed from our email notifications and yet continue to receive them. We have tried to remove the email manually yet we have not been able to locate the specific email address in question to update our Do Not Contact (DNC) list.

  We want to assure you that we are taking this matter seriously and are committed to resolving it promptly. However, we need your assistance to help us locate the email address that is causing the unwanted emails. We kindly request that you provide us with your email address so that we can ensure it is added to our DNC list and prevent any further emails from reaching you.

  Your privacy and satisfaction are of the utmost importance to us, and we apologize for any frustration this situation has caused. We are dedicated to addressing this matter in a timely manner and ensuring that you are no longer receiving unwanted emails from us. Please reply to this message with your email address, and we will take immediate action to resolve this issue for you.

  If you have any further questions or concerns, please do not hesitate to reach out to us. Thank you for bringing this to our attention, and we appreciate your understanding as we work to rectify the situation.

  Sincerely,

  Bellhop Claims Department.

• Initial Complaint

  Date:07/18/2023

  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.

  We used Bellhop, Inc to arrange moving services for our move from Chicago, IL area to Raleigh, NC on June 9th, 2023. We received a quote of $10,273.00 for 5 pros for up to 6 hours to breakdown and load 2, 26 foot trucks and 5 pros for up to 5 hours to unload the truck in Raleigh.
  
  In the agreement, Bellhop, Inc. indicated they will provide Bellhop Pros who will safely and professionally load our belongings. It also indicated they would provide basic furniture disassembly, padding, and wrapping.
  
  On the day of the load, only 3 movers showed up. (1 never showed and 1 left shortly after arriving). We attempted several times to call customer support and our sales contact at Bellhop but was unable to get through to anyone. Several times, we would hold for up to 20 mins only to have the call disconnected multiple times. The captain of the move team indicated he was also having difficulty making contact with other associates.
  
  The movers did not have the proper manpower and failed to protect our belongings and due to the shortage of staff and unprofessionalism, over 10 pieces of our furniture were badly damaged. In addition, they lost a leg to our office desk and took 2 of our personal furniture dollies. We took pictures of one of the trucks and our furniture was loaded without any padding and stacked on top of one another without any protection. In addition, Bellhop, Inc. failed to facilitate and support us on moving day leaving us to figure it out.
  
  We have asked Bellhop for $3,000.00 in damages (This is only a 1/3 of estimated damages) and reimbursement of 50% of the moving charges since they did not uphold their agreement on the loading part of the move. They failed to provide 5 trained pros to properly protect and load our belongings. As a result, this caused out of the ordinary damage which could have been prevented.

  Business Response

  Date: 07/27/2023

  We sincerely apologize for the inconvenience and frustration our customer experienced during their move with Bellhop, Inc. We understand how important it is to have a smooth and professional moving experience, and we regret that we fell short of their expectations.

  After thoroughly reviewing the case, we acknowledge the issues you encountered with the number of movers and the quality of service provided during the loading process. We fully understand the concerns about the damages to their belongings that might have ocurred during the loading.

  As a token of our commitment to resolving this matter, we have already provided compensation of $1,200 as a settlement for the damages incurred during the move. We understand that this may not fully cover the estimated damages, however it is the maximum amount we can offer as per our claim settlement policy. Regarding the reimbursement of 50% of the moving charges, we regret to inform our customer that we won't be able to accommodate this request. Our pricing is based on various factors, including the number of movers and hours required, and we did provide the service as agreed upon in the contract. However, we acknowledge that there were issues with the execution of the move, and we are taking steps to address the deficiencies in our service to ensure this does not happen again in the future.

  We value all feedback and will use it as an opportunity to improve our services and customer support. Rest assured that we are taking this concern seriously, and we are implementing measures to enhance our communication and responsiveness.

  Once again, we apologize for any inconvenience caused during the move. Please feel free to reach out to us if you have any further questions or concerns. We appreciate the understanding and hope to regain our cusomer's trust in the future.

  Sincerely,

  Bellhop Claims Department.

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because as indicated in paragraph two of their response, Bellhop has acknowledged that the agreed upon number of movers were not provided, which resulted in poor quality of service during the loading of our belongings. In paragraph 3, contradicting this acknowledgment, Bellhop specifically states that “our pricing is based on various factors, including the number of movers and hours required, and we did provide the service as agreed upon in the contract.” This is exactly our dispute, as they failed to meet that part of our contract which ultimately resulted in the improper protection of our furniture and the damage to our belongings. 
  
  Furthermore, we understand that if we were provided the correct number of movers according to our contract, we would be obliged to accept their ‘token’ amount of compensation calculated by their standard formula. This is not a standard damage claim, however. This is a claim for breach of contract that left us with an untrained, unprofessional crew handicapped by not enough hands to get the job done in the time allotted. We attempted to contact Bellhop customer service multiple times on the day of the move for assistance and those calls went unanswered.

  Due to their negligence, we are looking at a total replacement cost of over $16,000. We felt a settlement of $3000 plus 50% reimbursement of the total moving costs is a reasonable settlement.
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 08/11/2023

  We appreciate our customer's response and the opportunity to provide further clarification regarding their concerns. We apologize for any confusion caused by our previous response and want to address the points indicated directly.

  We understand that the number of movers provided did not meet the agreed-upon terms, leading to a subpar loading experience and potential damage to our customer's belongings. However we want to clarify we did provide the moving service agreed upon at the best of our capabilities and intentions.

  In regard to the statement about our pricing being based on various factors, including the number of movers, we did not intend to create confusion. Our intent was to convey that the pricing is based on the agreed-upon terms and that we did provide the service within those terms charging only for the movers on site, even though it was not in accordance to the total amount of movers requested.

  Regarding the compensation offered, we understand our customer's perspective and their estimation of the damages incurred. We are committed to resolving this matter and have already provided the maximum amount we can offer as per our claim settlement policy.

  We value all feedback and understand the desire for a larger settlement. Please know that our intention is not to downplay the impact of this situation on their move, but rather to adhere to our established claim settlement policy. We acknowledge their concerns about the said breach of contract and the subsequent implications. We want to assure that we are taking this feedback seriously and will use it to enhance our services and prevent similar issues from occurring in the future.

  We are constantly working to improve our operations, communication, and training to ensure a smoother experience for our customers. Once again, we apologize for the difficulties they've faced and for not meeting their expectations during their move.

  Sincerely,

  Bellhop Claims Department

• Initial Complaint

  Date:06/26/2023

  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.

  This is regarding a moving service offered by Bellhop.inc for moving us from North Carolina to California. The ount paid was $16,000 but the service was not complete. Leaving me to hire an additional ****** trailer, paying carrier in the amount of $1000 plus trailer fees and then me lifting and loading remaining stuff to truck myself. I have asked for me to be reimbursed in the amount of $2000 for expenses, labor and inconvenience but so far Bellhop is not willing to work with me. Had a worst moving experience of my life and I want to report bellhop so future customers can be alerted of this dishonest practice.

  Business Response

  Date: 07/18/2023

  We would like to extend our sincere apologies for the inconvenience and frustration our customer experienced during his move with Bellhop.inc. We have thoroughly reviewed the case and would like to address their concerns.

  Firstly, we understand that the service they received did not meet their expectations, resulting in additional expenses and the need for them to make alternative arrangements. We deeply regret any inconvenience caused by the incomplete service and the subsequent challenges they faced in completing their move from North Carolina to California.

  In an effort to rectify the situation and provide some form of restitution, we have processed a refund for the expenses they incurred. they have been reimbursed in the amount of $1250, which covers the cost of the additional ****** moving service and the bill from the carrier. Additionally, we will issue a refund of $333 to cover the trailer fees you paid. Furthermore, we acknowledge the further inconveniences you faced and will provide an additional refund of $291 to account for the labor and overall inconvenience caused during the move.

  Meaning this a total refund of $1874 has beensent to the customers payment method.

  We sincerely apologize for the inconvenience and stress this situation has caused our customer. It is never our intention to provide anything less than exceptional service, and we deeply regret falling short of thir expectations. We take this feedback seriously and will use it as an opportunity to review and improve our processes to ensure that such incidents do not occur in the future.

  Thank you for bringing this matter to our attention. We appreciate the patience throughout this process and want to assure you that we are committed to resolving this matter promptly and to all parties satisfaction.

  Once again, we apologize for the inconvenience and frustration caused by the incomplete service and the subsequent expenses incurred. We appreciate the understanding and willingness to work with us to find a resolution. We remain committed to providing excellent service and will take the necessary steps to prevent similar situations in the future.

  Sincerely,

  Bellhop Claims Department

• Initial Complaint

  Date:06/20/2023

  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.

  I was told I was hiring professional movers. A bunch of young kids showed up, and after destroying our property and laughing about it, admitted they had ZERO training and just signed up through an app. So I was lied to to sign the dotted line, AND BONUS, my property is destroyed. I filled out a damage claim and have heard nothing back, just as I did when I was terrified mid move when I saw how incompetent my “professional movers” were. False advertising and damaged property, this company should not even be in business.

  Business Response

  Date: 07/14/2023

  We deeply apologize for the negative experience our customer had with our moving and customer service. We take this feedback seriously and appreciate their honesty in sharing all concerns. It is disheartening to hear that their experience was below our standards, especially considering this was through a connection with our partnet Redfin.
  
  We understand that the lead for the load team arrived late, and the movers admitted to having limited on-site experience, we do want to inform however, we do provide them with theorical training beforehand so they're trained. Nonetheless this is not the level of professionalism and expertise we expect from our team members. We apologize for any damage caused to or customer's home and belongings and understand the frustration they felt when those damages were not taken seriously as per your review in our google reviews portal.
  
  While we acknowledge that the crew on this particular job may have lacked on-site experience, we want to assure that our team members undergo training and have the necessary skills to handle various moving challenges. However, we understand that difficult angles and tight spaces that were present can pose challenges during the move, which may have contributed to the damages you experienced.
  
  It is important to note that our crew members were receptive and willing to assist during the move. We believe there may have been a mischaracterization of their behavior, and we apologize for any confusion caused.
  

  As per the damages our customer has mentioned, we've filed a claim for them and provided compensation as per our terms of service for a total of $465 due to the damages, to which they've agreed.

  Once again, we sincerely apologize for the inconveniences and frustrations you encountered during your move. We value your feedback and will take it into consideration to improve our services moving forward. If there is anything else we can do to address your concerns or assist you further, please do not hesitate to reach out to us directly.
  
  Thank you for bringing these matters to our attention, and we appreciate your assistance reaching an agreement.

  
  

  Customer Answer

  Date: 07/17/2023

  
  
  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:06/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** - RE: CLAIM, DISPUTE, AND DEMAND FOR MONEY OWED
  
  DEMAND: $1,125.00
   
  RE: Ticket number *****
  ATTENTION: **** DENT AND **** *******, BELLHOP CLAIMS TEAM (*******************) (*****************) (*******************) (****.*******@bellhop.com)
  
  COMPANY: BELLHOP
  **** ****** ****** ***** *** ************ ** ***** 
  CLAIMANT: DR. ****** *******
  **** *********** **** ******* ***** ***** 
  BELLHOP:
   
  Please remit the sum of $1,125 immediately to the following:
  
  DR. ****** ******* **** ******* ****** **** ** **** *** ******** ** *****
  
  or
  
  ZELLE: ************* ; ****** *******
  
  or
  
  VENMO: ************* ; DR. ****** *******
   
  Initially, your company was negligent and caused severe damage to my property resulting in a claim for damages. I never agreed to apply the settlement offer to a dispute claim that was already in progress and under review by your team. After thorough review of legal fees and damages (inclusive of the costs of supplies and labor,) you are now being requested to remit the full $1,125.00 immediately upon receipt of this letter.
  
  Initial Settlement Offer Made by BELLHOP: $125.00
  
  -Settlement Offer
  -Damage to Property
  -Supplies
  -Labor
  -Administrative/Legal Fees
  
  Final Demand: $1,125.00

  Business Response

  Date: 07/18/2023

  We are writing to address the present complaint filed by our customer. Our team has thoroughly reviewed the case, and we appreciate the opportunity to address your concerns. We understand the importance of resolving this matter promptly and to all parties satisfaction.

  Initially, we apologize for any confusion regarding the application of the settlement offer to our customer's dispute claim. Our intention was to provide a resolution for the damages caused to the property. Based on our records, a settlement offer of $125 was provided to cover the structural damages to a hose connection in our customer's house, as per the terms and conditions outlined in our agreement.

  We would like to reiterate that this settlement offer was intended to address the specific damage to the property mentioned in your claim. However, we understand that you believe additional costs, including supplies, labor, administrative/legal fees, and overall damages, should be taken into account, we do have to inform you as agreed upon accepting our terms of service we are onnlly to cover damages as per said term and we have do so. We appreciate your perspective, and we want to assure you that we take all customer feedback seriously.

  Thank you for bringing this matter to our attention. We remain committed to working with you toward a resolution.
  Sincerely,

  Customer Answer

  Date: 07/18/2023

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

  The attached letter references my previous response:

  Initially, your company was negligent and caused severe damage to my property resulting in a claim for damages. I never agreed to apply the settlement offer to a dispute claim that was already in progress and under review by your team (THE SAID $125.00 was not agreed upon as an “application” to the dispute.)

  After thorough review of legal fees and damages (inclusive of the costs of supplies and labor,) you are now being requested to remit the full $1,125.00 immediately upon receipt of this letter.
  

  Itemization of funds being requested
  Initial Settlement Offer Made by BELLHOP: $125.00 (Settlement Offer) -Damage to Property
  -Supplies
  -Labor
  -Administrative/Legal Fees

  Final Demand: $1,125.00

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

  Business Response

  Date: 07/27/2023

  Thank you for your prompt response regarding the settlement offer for the damages caused to the property during the move. We appreciate the continued communication, and we understand your position.

  We want to reiterate that our settlement offer of $125 was specifically intended to address the structural damages to the hose connection in your house, as per the terms and conditions outlined in our agreement. As you mentioned, this offer was in response to the damages you reported during the moving process.

  However, we must clarify that our agreement, which you accepted when booking our services, clearly stipulates that our liability for damages is limited to the settlement offer made for the specific damages mentioned in your claim. As such, we are unable to accept liability for additional costs, including supplies, labor, administrative/legal fees, or any other expenses beyond the initial settlement offer.

  Please understand that we take your concerns seriously, and we genuinely want to resolve this matter amicably. Our intention is to address your concerns to the best of our ability within the confines of our agreement. If you have any further questions or would like to discuss this matter further, our team is here to assist you. However, we want to reiterate that, as per our terms of service, our liability is limited to the initial settlement offer made for the reported damages.

  We remain committed to working towards a resolution that is satisfactory to all parties involved. Thank you for your understanding, and we look forward to further communication.
  Sincerely,

  Customer Answer

  Date: 08/02/2023

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

  Please provide the following:
  

  The exact paragraph from your terms and conditions which indicates: “….. specifically intended to address the structural damages to the hose connection in your house, as per the terms and conditions outlined in our agreement.”

  Please note as mentioned, the $125.00 was not agreed to as an “applied settlement.”  This makes the settlement void since it was not agreed to be “applied” (which created unnecessary changes to your terms and conditions.)

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

• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  • Date of transaction: 6/6/23 2:42pm EST
  • Money I paid the business: $1836.38
  • What the business committed to provide you: A household move from Elyria OH to GA
  • What the nature of the dispute is: On 6/9 I called and cancelled because I went with another mover due to price and reservations about Bellhop’s abilities from past moves where I used Bellhop. Bellhop advised the refund was nonrefundable because I missed the deadline by 1 day. I asked about anything that could be done and was advised as far as the refund no, but the price was lowered from 26000 to 22,300 (approx) but with a lot less included than the other carrier, I declined. I called Jesse the next morning 6/10/23 and left a voicemail asking if instead of cancelling and losing the entire $1800 that I paid could I either use Bellhop for a move in the same timeframe and location or for other services such as debris removal/packing help. Monday 6/12/23 Jesse quoted $679 for debris removal, $6150 for packing (do not need the full home packed only need any assistance that the 1800 I paid could get me) and $1753 minus a 15% offset so $1490.05 for a move from a storage unit at **** ****** ** ****** ** *** ******** ** ****** but I was advised that $0 of the $1836 that I paid for moving services could be applied. I should not have to pay anything additional because I paid $1836 which is more than $1753, but at least I should have been allowed to use some of the money I paid them. This would have been my 3rd time as a customer. I never complained about anything before but their refusal to allow me to use ANY of the $1836 that I paid them is unreasonable and cruel.

  Business Response

  Date: 06/15/2023

  Thank you for reaching out to us regarding this recent booking with Bellhop.

  We appreciate our customer past business and value their feedback. We understand their concerns regarding the refund of the initial booking fee they paid and the options available to them after canceling their move. We do have to reiterate however, that according to our terms of service, the booking fee can only be refunded if the cancellation is made within the first 48 hours after booking the move. In this case, the 48-hour period had already passed when our customer requested the cancellation.

  We apologize for any inconvenience this may have caused, but it is important to note that the refund policy was clearly stated in our easily accessible terms of service. We understand that our customer was looking for alternatives to make use of the funds they had already paid. When they inquired about using the remaining balance for other services such as debris removal or packing assistance, our representative, Jesse, provided you with pricing options for those services. However, we informed that we were unable to apply any of the funds from the original booking fee towards these new services. Our policy states that the booking fee is non-transferable and non-refundable after the 48-hour cancellation window has passed which was the unfortunate case.

  We apologize if this has caused any frustration or inconvenience. We strive to be transparent and provide clear information to our customers. We encourage you to review our terms of service to better understand our refund and cancellation policies.

  Sincerely,

  Bellhop Claims department

  Customer Answer

  Date: 06/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I wasn’t told beforehand that I couldn’t change the move or use the money in any way.  Jesse did give pricing for packing, debris removal through a 3rd party as a separate transaction and for moving from the storage unit to the home, since it was a much lower priced move it is nonsensical that the money can’t be used for the same service, same day and location or if unavailable then similar.

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

  Business Response

  Date: 06/20/2023

  We apreciate bringing our client's response to our attention.

  We understand their frustration regarding the inability to change the move or utilize the payment in another way. We apologize for any confusion or misunderstanding that may have occurred. We strive to provide transparent information to our customers, and our terms of service, including the limitations on using the payment for other services or changing the move, are readily available and easily accessible.

  It is important for customers to review and familiarize themselves with these terms before agreeing to them.

  While Jesse provided pricing for packing, debris removal, and moving from the storage unit to the home as separate transactions, as well as other frequently asked questions, our terms of service state that the payment made for a specific service cannot be transferred or used for alternative services. We apologize if this or every other specific clause was not verbally rehiterated and communicated to you beforehand.
  
  Sincerely,

  Bellhop Claims Depatment

• Initial Complaint

  Date:06/01/2023

  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.

  SCAMMERS!!!!!!!!!!!!!!!!!!!!!!!!!!!!! TOOK MY DEPOSIT, SENT AN Email hours before arriving to say they needed the payment for the rest of the trip, when I went to upload it, the cpu system said to close to departure time, so call. I called and left a message saying I had the additional payment they requested. They left us on the morning of the move with no help, no where to go, when I called, there was someone with a thick accent that reads from a script about the additional payment over and over, neverminded that we tried to pay it in the few hours turnaround they communicated through email with with no human interaction or support. THEY STOLE OUR MONEY AND LEFT US WITHOUT A PLACE TO LIVE and with all of our possessions in boxes with no where to go or any help. I can't believe it. The driver said that just what they do and hung up in my face when I asked him what were the next steps. EVIL COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 06/14/2023

  We appreciate bringing this to our attention and are very sorry about the experience our customer has had using our services.

  We do have to reiterate however, based on our policies, we are unable to do moves without collecting payment (an initial booking hold of 10% on the selected payment method or a full hold after several tries and contact). After 6 conversations with our client to attempt to collect said payment and giving additional chances out of our normal policy, we were forced to cancel the move the day before due to not being able to capture a successful pre-authorization of their payment method (credit card).

  After we were finally able to reach our customer we explained the situation and offered different dates to accomodate their moving services needs, unfortunately they decided to go with a differenct company.

  We would like to once again apologize for the experience our customer has had, we will continue to improve and will take this feedback to heart.

  Bellhop Claims Department.

• Initial Complaint

  Date:05/30/2023

  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.

  Bellhop was supposed to move on from **** * *********** ** ** ******* to **** ****** *** ** ******** on Thursday the 25th of May. They got to our house late and departed before the truck was full, leaving a great deal of of stuff at our former home. They then promised that they would come back on Sunday the 28th at 2 pm to complete the move. However, they then postponed that time and said they would come on Monday the 29th at 2 pm. On Monday the 29th, they did not inform us until AFTER THE PICKUP TIME that they would not be coming. They then said that a supervisor would call us before the end of the day on Monday the 29th to set the earliest possible next pickup. Nobody called. So, today, Tuesday the 30th, I called again, and I was told a supervisor would call without 36 to 48 hours. This is utterly unprofessional. I am stuck half way between a move. To note, the move is only across town.

  Business Response

  Date: 07/14/2023

  We sincerely apologize for the inconvenience and frustration our customer experienced during their move with us. We have thoroughly reviewed their case and would like to address the concerns.

  Firstly, we acknowledge that there were delays and miscommunication regarding the completion of their move from **** * *********** ** ** ******* to **** ****** *** ** ********. We deeply regret any inconvenience caused by the late arrival of our team. We understand the frustration this must have caused to our customer, and we apologize for falling short of our commitment to providing a seamless moving experience.

  Regarding the rescheduling of the completion of their move, we apologize for the multiple changes in the agreed-upon dates and the lack of timely communication. This is not reflective of our standard practices, and we understand the impact it had on their moving plans. We should have kept them better informed about any adjustments promptly and provided them with alternative solutions.

  We found that one of the reasons there was so many changes was that we had received a message from our customer the day prior to the move stating that they had found alternative movers to attend their move, and we understood our services wouldn't be needed even tho the customer then asked us to still show up.

  In response to the inconvenience and disruption caused, we have issued a refund for the cost of the follow-up move, totaling $1195. This refund has been processed, and you should see the amount credited back to your account soon.

  We deeply regret the negative experience you had with our services. We take your feedback seriously and will use it as an opportunity to improve our processes and communication channels. We understand that moving is a significant event, and our goal is to provide a smooth and stress-free experience for our customers.
  Once again, we sincerely apologize for the inconvenience and frustration caused by the delays and lack of communication. We appreciate your understanding and patience throughout this process. Should you have any further questions or concerns, please do not hesitate to contact our customer service team, and we will be more than happy to assist you.
  Thank you for bringing this matter to our attention. We value your feedback and will continue striving to enhance our services.
  

  Sincerely,

  
  

  Customer Answer

  Date: 07/17/2023

   
  
  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,
  
  
  
  ******* ********