Complaints

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

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  Bellhop, Inc.

  1110 Market St STE 502 Chattanooga, TN 37402-3310

• 

  Bellhop, Inc.

  79 E 7th Ave Columbus, OH 43201-2561

• 

  Bellhops Moving Services

  416 Knolls St Chapel Hill, NC 27516-2624

• 

  Bellhop, Inc.

  1809 South 8th Street Waco, TX 76706

• 

  Bellhops, Inc

  3736 Glencoe Street Dallas, TX 75206

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: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.

  We contacted Bellhop as movers for May 20th 2023. We had made this reservation for their services over a month prior (April 10). Leading up to our moving day, we received regular emails with actions we needed to complete, moving advice and confirmation of service. A deposit of $96.75 was put down to reserve the service and on the evening of May 19th, the move coordinator reached out to confirm everything was aligned for the following day.
  
  Movers were scheduled to arrive at 9:00. Shortly after 9:00, we reached out to the customer service line to ask where the movers were and we were informed that they would not be arriving. After over an hour on the phone, they were unable to resolve the situation and cancelled the service. We were offered $200 for our inconvenience and were promised a call from a manager for an explanation, but we have received neither, although the deposit was refunded.

  Business Response

  Date: 06/20/2023

  We are writing in response to the customer complaint filed with your organization regarding the moving experience with Bellhop on May 20th, 2023. We appreciate the opportunity to address the concerns raised and provide clarification on the matter.

  First and foremost, we would like to extend our sincere apologies to the customer for the inconvenience and frustration caused by the failure of our movers to arrive as scheduled. We understand the significance of a reliable and timely moving service, and we deeply regret that we were unable to meet their expectations on this occasion.
  Upon reviewing the customer's account, we have confirmed that the service was indeed canceled due to unforeseen circumstances that led to the unavailability of movers.

  We understand the frustration this situation caused, and we take full responsibility for the inconvenience it caused the customer.
  In an effort to rectify the situation and express our genuine concern, we processed a refund of the deposit amount of $96.75. Additionally, we sent a check in the amount of $200 to the customer's new address as compensation for the inconvenience caused. We apologize if there was any miscommunication regarding the delivery of the check and assure the customer that it was sent promptly. Regarding the promise of a call from a manager for an explanation, we acknowledge that there was a delay in reaching out to the customer. We deeply regret this oversight and understand that clear communication is essential in such circumstances. We have taken appropriate measures to address this internally and ensure that similar situations are handled promptly and efficiently in the future.

  Once again, we would like to express our sincere apologies to the customer for the disappointing experience they had with our services. We appreciate their understanding and patience throughout this process. We value their feedback and will utilize it to improve our operations and customer service moving forward. Thank you for your attention to this matter. We appreciate your assistance in facilitating a resolution between Bellhop and the customer.

  Bellhop Claims Department.

  Customer Answer

  Date: 06/26/2023

   
  
  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. Although we received a check for $200 for our inconvenience and were refunded our security deposit, we'd like to point out that the company's use of independent contractors leaves them vulnerable to continued neglect of future clients. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/30/2023

  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.

  I was quoted for a price to move for a pro-rated 4 hours. I was billed 3 separate times, at almost $200 more than the original quote, while their movers stole over an hour and a half from my move time by going to get snacks and switching moving team members/drivers. the movers also damaged my couch and walls to my apartment and building hallways. The movers brought essentially no equipment, did not ensure the couch was covered or wrapped before moving it, and got paint all over it and chipped it. I contacted their customer service dept for a resolution, and was told by a Mark from customer service that I’d be issued a full refund within 3-5 days or so. I was given instructions on how to complete a settlement letter from their claims rep Jack, and upon completion received a settlement amount of $90 total, not the ~$726 I’d been charged and promised a refund on (which I rejected). I immediately tried to contact Jack after receiving the email and was told he is out of office for. I spoke with billing specialist Melanie who was able to reverse the final installment of $182, plus fees, however she told me Jack would be the one to finalize my claim when he returned to office. After waiting an additional 2 days, I was contacted via email from Jack telling me they only cover .60 per pound of damaged item (which was not once communicated to me). Jack then updated the settlement amount to $140, and advised that their customer service reps are new and shouldn’t have told me that I’d receive a full refund and it can’t be granted. (Everything was on a recorded phone line). I spent over a week and a half trying to get this issue resolved until I finally filed a claim with my banking institution. Also their customer service reps have heavy accents and at times we’re hard to understand. For that reason I wrote down specifics and confirmed with Mark multiple times that I’d get a full refund. I asked for confirmation emails and reference numbers which they weren’t able to provide.

  Business Response

  Date: 06/15/2023

  We apologize for the negative experience our customer had during their move with us. We understand that the issues they encountered, including additional charges, delays, damaged items, and unprofessional behavior from our movers, are not up to the standards we strive to maintain. We appreciate bringing these concerns to our attention, and we want to address them accordingly.

  Regarding the billing, we reviewed the customer's case thoroughly. While we apologize for any confusion, it's important to note that the original quote was based on a pro-rated 4-hour estimate. However, due to unforeseen circumstances and actions taken by our movers, there were additional time-related delays during their move. To address this, we applied a discount amounting to $168.50 in order to cover for the down time caused by our movers regrouping ( 0.5 hours downtime on the truck + 1 hour downtime on the full move), considering the inconvenience our customer experienced and an additional 10% discount ($58) due to the miscommunication that may have occurred between our customer service representatives and our customer..

  We also understand that there were damages to our customer's couch and walls during the move. Our claims department evaluated the situation and offered a settlement amount of $140. We would like to clarify that our coverage, as stated in our easily accessible terms of service, typically follows federal regulations of $.60 per pound of damaged item. The estimated compensation would've been of $90, considering the average weight of a heavy sofa.

  We strive to provide clear and accurate information to our customers, and we are working on improving our internal processes to avoid such situations in the future. We understand the customer frustration with the support experience and the difficulty in understanding some of our representatives due to their accents. We have taken note of this feedback and will continue to provide training and support to ensure effective communication with our customers.

  In conclusion, we apologize once again for the inconvenience and frustration caused during the move. We applied a total discount of $226.50 to their final charges and offered a settlement amount of $140, taking into consideration the estimated compensation based on our terms of service. We do however regret that these resolutions were not satisfactory to our customer.

  Sincerely,

  Bellhop Claims Department

  Customer Answer

  Date: 06/15/2023

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

  It does not coincide with what I was told over a recorded line by a Bellhop employee. Only after I raised several concerns was I informed that their customer service reps are outsourced overseas, newly hired, and unaware of what they can and cannot offer, which is another issue in itself - how are your reps clueless on Bellhop’s refund policy? Given the multitude of similar complaints on this platform, it’s no surprise BBB rated Bellhop an F. 

  Business Response

  Date: 06/20/2023

  We appreciate notifying us about out client's feedback in regards to our previous answer.Once again we sincerely apologize for any inconvenience caused and would like to address their concerns.

  We understand that our client was given information by one of our representatives during a recorded conversation, and it seems that there may have been miscommunication or misunderstanding. We regret any confusion this may have caused. As a growing company, we are constantly hiring and training new staff to meet the increasing demand for our services. While we strive to provide comprehensive training to ensure our representatives are knowledgeable about our policies, there can be instances where they may not have complete familiarity with every detail.

  We apologize if this has led to any frustration or inconvenience on our client's part. We are continuously working to improve our training processes and enhance the knowledge and expertise of our customer service representatives. Regarding our client's concerns about our customer service representatives being outsourced overseas, we would like to clarify that we work with a combination of in-house and outsourced representatives to provide support to our customers. We value their contributions and continuously monitor their performance to ensure consistent service quality.

  We understand their dissatisfaction with the overall experience and the rating Bellhop has received on BBB. We take these ratings seriously and are committed to addressing any issues raised by our customers. We appreciate their feedback, as it helps us identify areas for improvement and implement necessary changes.

  Sincerely,

  Bellhop Claims Department

• Initial Complaint

  Date:05/19/2023

  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 had moved with Bellhop two years ago from Mountain View to Cupertino and I was happy with the service. They had moved me in 3.5 hours including the driving. This time, even though the distance is less than a mile, only one worker showed up in addition to driver. It took more than 8 hours for the two to move my stuff. Now Bellhop wants to charge me more than twice of their first price. BTW, I only got a tv stand from Ikea, so it’s practically the same amount of items compared to their previous move.
  
  In addition, they broke wheels of my large Samsonite luggage. I reached them the day after move and the guy on the phone told me that someone will reach me the same day, but no one did.
  
  I am completely disappointed by the service. I do not want to pay more than what I paid two years ago, They had charged me $610, and now they charged $1,467! And previous move did include driving from Mountain View to Cupertino. Besides, I want to compansate for my luggage which is about $200.

  Business Response

  Date: 06/14/2023

  We appreciate bringing this matter to our attention. We would like to apologize for any inconvenience and dissatisfaction our customer may have experienced.

  We have thoroughly reviewed this case, and we understand the frustration regarding the discrepancy in the service provided compared to their previous move. We do want to clarify due to inflation which has been about 18.9% since 2020 we wouldn't be able to maintain the same price ranges as before currently on 2023, and this has supposed and increase of our rates for all customers. It is important to us however that we address all customers' concerns and make things right.

  After a careful assessment, we have made adjustments to our customer billing. The revised amount for their move is $747.40, which includes a discount of $719.60 (48.9% discount) from the original price of $1,467. We hope this adjustment reflects our commitment to resolving the situation and providing fair pricing for the services rendered.
  Furthermore, we are deeply sorry for the damage caused to the wheels of their Samsonite luggage. We strive to handle items with the utmost care, and it is regrettable that we fell short of our standards in this instance. To compensate for the damage, we have issued a payment of $200 as a gesture of goodwill.

  We want to assure that we take all feedback seriously, and we are continually working to improve our services.

  Once again, we apologize for any inconvenience caused, and we hope that these adjustments and compensation demonstrate our commitment to resolving the situation to our customer satisfaction.

  Bellhop Claims Department.

  Customer Answer

  Date: 06/14/2023

  
  
  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:05/08/2023

  Type:Product 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 moved me from Atlanta, GA, to Washington, DC in January of 2023. During the move, the crew damaged my home in a variety of ways. I filed a claim form on February 2, 2023. After a protracted time of back and forth during which I was chasing the company and often unable to get in touch with anyone by phone, I finally signed a settlement agreement on March 23, 2023, for $1,294, much less than the amount of the damage claim, simply to get this ordeal behind me. Since that time, I have not received a check from the company, despite repeated calls and emails, each of which has assured me that the check is being processed right away. I believe this company is acting in bad faith and would appreciate your assistance in procuring my funds. I also believe that other consumers should avoid this company, as it is unethical and provides sub-par services.

  Business Response

  Date: 05/11/2023

  ********We are thankful to have this concern brought to our attention. We apologize for any inconvenience caused by the damages to the customer's home during the move and the delay in processing their settlement refund.

  After reviewing the customer's claim form, we reached a settlement agreement for $1,294 on March 23, 2023, amount calculated as per our damages policies including good will adjustments. We regret that there was a delay in processing the refund due to a dispute over a payment on the customer's order. We understand that this delay may have caused frustration for the customer and for that, we apologize.

  We are however, pleased to inform you that we had processed the settlement refund and successfully sent it to the customer during the month of March. We understand that the customer had concerns about our company's ethics and service quality, and we take these concerns very seriously. We value our customers' trust and satisfaction and strive to provide the best possible experience. We hope that the customer is satisfied with the resolution and that they will consider using our services again in the future.

  If there are any further questions or concerns, we will be more than glad to continue to assist.

  Sincerely,

  Bellhop Claims Department

  Customer Answer

  Date: 05/13/2023

  
  
  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.A check was finally received after multiple calls to ask that it be sent after settlement was reached. Each time I was told it was in the mail, yet it just arrived. I am happy to put this company in my past!

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

• Initial Complaint

  Date:04/24/2023

  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.

  Booked a move for $300 and paid the initial $30 deposit which was advertised as refundable. Did more research and found another option for half the price. Called to cancel the move and explained that I'd found a cheaper alternative. Rep on the phone told me the only cost to cancel was the initial $30 deposit, which is SOMETIMES refundable, but not in my case becuase I had not cancelled within 48 hours of booking. Still ended up being cheaper to go with the alternative I'd found ($150 + $30 is cheaper than $300), so I said go ahead and cancel. Only to receive an email confirmation of my cancellation that said I would not only lost the $30 deposit but would be charged an additional $200 cancellation fee!! Called back to un-cancel, and was told they could not guarantee that movers would show up, and that their policy includes the $200 cancellation fee so the best they can do is "maybe" refund the $200.

  Business Response

  Date: 05/01/2023

  Thank you for sharing this feedback. We know that life can be unexpected, which is why we offer flexible reschedules and cancellations.

  However, within 72 hours of the reservation start time, a team and a driver are assigned to the order. We developed this late cancellation policy to protect our fulfillment costs and ensure that our rates remain affordable for all of our customers. 

  We state this policy at the time of booking, in our confirmation email, and our website FAQ. We apologize that the late cancellation fee policy was not clear to you when booking yet we understand it's public and available for any customer who reads the terms and conditions.
  

  
  

• Initial Complaint

  Date:04/06/2023

  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.

  Company broke one of my televisions while they were moving it. I filed a claim back in December. I signed a document agreeing to be paid 150.00 for the reimbursement for the TV (even though it was a lot lower that what was paid) and 4 months later, I have yet to receive the payment or a call back from them, after leaving a few messages.

  Business Response

  Date: 05/01/2023

  Thank you for reaching out to us regarding your recent experience with our company. We sincerely apologize for the inconvenience and frustration you have experienced with our services.

  Please know that we have thoroughly investigated your claim and have already offered the best possible compensation that we could provide. We understand that this may not fully make up for the negative experience you had with us, yet we hope that it is still helpful in some way.

  We understand that no amount of compensation can change what happened or make up for the disappointment. Nonetheless, we value your feedback and will take it to heart as we continue to strive to provide the best possible service to all of our customers.

  Thank you for giving us the opportunity to serve you and we hope that we can regain your trust in the future.

• Initial Complaint

  Date:04/06/2023

  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.

  We hired Bellhop on Saturday, April 1 to move our 3 bedroom home on April 4, 2023. The arrived 43 minutes late , with two young men. They was suppose to arrive at 8:00am with three men. The CSR told us they would have all the necessary packing supplies need, we didn't see any of that. My refrigerator was drop off the lift, landing on its side with the doors being broken off. My dining room table was scratched and damage because they did not wrap it with moving quilts. They removed the back of my couches and did not reattached them. Our food and medication was loss due to my family not having a way to store our items.

  Business Response

  Date: 05/01/2023

  Thank you for reaching out to us regarding your recent experience with our company. We sincerely apologize for the inconvenience and frustration you have experienced with our services.

  Please know that we have thoroughly investigated your claim and have already offered the best possible compensation that we could provide. We understand that this may not fully make up for the negative experience you had with us, yet we hope that it is still helpful in some way.

  We understand that no amount of compensation can change what happened or make up for the disappointment. Nonetheless, we value your feedback and will take it to heart as we continue to strive to provide the best possible service to all of our customers.

  Thank you for giving us the opportunity to serve you and we hope that we can regain your trust in the future.

  
  

  Customer Answer

  Date: 05/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The amount of money offer was $360.00 to replace a brand new refrigerator, glass dining room table and the replace of medication and food. Your movers were negligence by not securing the refrigerator before loading it onto the lift, also by not wrapping my table and drag it doing the move. I think the offer was an insult to me and my husband. This was a big inconvenience for the both. Due to our medication being refill three days before the move, we had to incur the retail price for replacement because  insurance would not replace it. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 06/13/2023

  We’re very sorry to hear about the damaged items and poor moving experience that occurred during this customer's move with Bellhop in April of this year. This is definitely not the level of service we strive to provide, and we’ll be completing an internal review and taking action with the Pros who worked on his move to ensure that this doesn’t happen again.

  
  

  With respect to the damaged items, federal regulations require most moving companies to offer $.60/lb complimentary coverage, which is also detailed in our Terms of Service, which the customer agreed to upon booking his move with us. Based on the weights of the items provided, we compiled the following damage settlement offer in line with our terms of service:

  
  

  - Refrigerator: $300

  - Dining Room Table: $60

  - Total Damage Settlement Offer: $360

  
  

  As a goodwill gesture, we had already discounted the customer's $685 order by a total of $343.32 (50%), and have offered the additional $360 damage settlement offer on top of that settlement amount, which the customer has declined. The customer has also, regrettably, disputed the payments for this order: this means that we currently have not retained any of the client's funds or charges for this order. The $343.32 goodwill already applied plus the $360 (which the customer has so far declined) would amount to $703.32, or greater than 100% of the $685 order value. 

  
  

  We’re really sorry again that this happened, and while we can’t get back the time or frustration, we do believe we have done our best to try to resolve this issue with the customer, honoring a 50% discount off the order, and further a $360 damage settlement resulting in >100% discount off this order. 

  
  

  Sincerely,

  Bellhop Customer Support

  
  

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint: 19905231
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 06/15/2023

  We appreciate our customer's response regarding the compensation offered for the damages they experienced during their move. We understand that the amount we offered may not have meet their expectations, and we sincerely apologize for any inconvenience caused.

  As stated in our previous communication, our offer was made in good faith, considering the terms outlined in our service agreement. While we strive to provide a smooth and damage-free moving experience, there are instances where unforeseen accidents can occur despite our best efforts to prevent them. Regarding the damages to their refrigerator and glass dining room table, we regret that these incidents took place. Our movers are trained to handle items with care and to secure them properly during the move. We understand the frustration and inconvenience this has caused our customer and her husband.

  However, it is important to note that our coverage for damages during the move is based on the terms and limitations outlined in our service agreement. We encourage our customers to review and understand these terms before the move takes place. In this case, we have offered compensation as a gesture of goodwill, we had already applied a discount of $343.32 (50%) to their order and included a $360 damage settlement offer on top of that. However, we understand that they have declined this settlement offer.

  We regret that the resolution we provided did not meet our customer expectations, and we apologize for any confusion or frustration it may have caused. It is important to note that the total amount of the goodwill discount and the damage settlement offer exceeds the value of their original order. We have also taken into account their dispute of the payments, and at this time, no charges or funds have been retained from their order.

  We understand that this situation has been time-consuming and disappointing for our customer, and while we cannot undo the past, we want to assure you that we have made every effort to resolve this matter. We sincerely apologize for any inconvenience caused during this process.

  Sincerely,

  Bellhop Claims Department.

  Customer Answer

  Date: 06/15/2023

  I am rejecting this response because: My family and I were never offered or told about any third part insurance. The Company states that I had a duty to have my own liability third- party insurance in effect for this matter. That is absurd since we are talking about my refrigerator, which they dropped and irrevocably damaged, resulting in loss of the refrigerator items it contained and certain medicine for myself and husband for which I had to replace out of pocket. The Company is trying to simply use Section 8 of its Contract as a way to excuse the negligence of its employees. Inasmuch as there are certain “expensive items that should and do require additional insurance during a move, the Company’s statement that I should have purchased third party Insurance for a household appliance, like a used refrigerator is not only without merit and baseless, it borders on being absurd. The matter is simple and straightforward. The company broke my stainless steel side by side refrigerator, and damaged my dining room table as the direct and proximate result of its employees failing the exercise reasonable care when moving it (thus, its negligence); and as a result thereof, I want to be made whole, which under basic common law I have that right. Third-Party Insurance is certainly needed for certain expensive items that may be fragile or valuable, but it's almost laughable, much less foreseeable that one should be required to buy third-party insurance for a Company trying to rely on its contract with me as a way to shield itself from the negligence of its employees. This the Company should not be allowed to do and absolute right to be made whole by the Company’s negligence in damaging my refrigerator. 
  Regard, 
  ******** ** **** 

  Business Response

  Date: 06/20/2023

  Thank you for providing us with your feedback regarding our previous response to our client's moving experience with Bellhop. We appreciate the perspective and would like to address your concerns.

  We would like to sincerely apologize again for the inconvenience and frustration our client and her husband experienced during their move. We take responsibility for the damages that occurred to their refrigerator and dining room table. Our goal is to provide a high level of service, and we deeply regret that we fell short of meeting their expectations in this instance. Regarding the settlement offer of $360, we acknowledge the importance of these items and the impact their damage has had on our client. However, it is important to note that our terms of service which are easily accesible, which our client agreed to upon booking the move, outline the complimentary coverage provided by us, which is calculated at $0.60 per pound.

  While we take responsibility for the damages caused by our movers, we operate by the terms of the coverage our client has agreed to. We recognize that this may not fully cover the replacement value of their items, and we apologize for any frustration this has caused. However, it is important to clarify that the coverage we provide does not extend to personal belongings such as food or medication. We understand the inconvenience this may have caused our client, but we cannot be held liable for the replacement costs of these items.
  We want to assure that we value our client's feedback and will use it to improve our services. We understand their dissatisfaction with the offered settlement, and we apologize if it came across as insensitive. Our intention was to demonstrate our commitment to resolving the issue by offering a combination of a 50% discount on the order and an additional settlement amount.

  Sincerely,

  Bellhop Claims Department.

• Initial Complaint

  Date:01/30/2023

  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.

  Please see my email to the company that notes all the issues of my complaint:
  To Whom It May Concern,
  Your offer is less than what your contract would require of me, if I cancelled 48 or more AFTER booking. This was not only a SAME DAY cancellation, but your crew was on site for 1.5 hours when your representative called to cancel. Not only did you fail to fulfill your contractual obligations, but our family incurred unexpected expenses due to your failure.
  
  I expect to be compensated at minimum for the same percentages and fees you would have charged me for a same day, hour of, during the move cancellation. Additionally, I expect for your company to pay in full for the expenses of finding and hiring another company to move us within 24 hours, again, due to your failure and inability to reschedule in a timely manner. *Invoice to be provided upon completion of our move 1/29/23.
  
  Let me reiterate one more time. This was a complete and total breach of contract on the part of Bellhop Movers, the “official mover of **** *****”. Your company had no plan b, no reasonable explanation and caused our family considerable stress and unexpected expenses. I expect for this to be rectified quickly and to be compensated as stated above. Simply put, DO BETTER!

  Business Response

  Date: 05/23/2023

  Thank you for bringing to our attention the concerns of our customer regarding their recent experience with Bellhop. We appreciate the opportunity to address their concerns and provide further information.
  
  Unfortunately, on the day of this customer's move, we became aware shortly into the move that the carrier assigned to this customer's move to provide the truck (to transport the customer's belongings) and the driver for the truck would not be able to make the move that day. We're terribly sorry for the inconvenience that the customer experienced here. We did issue the customer a 100% refund for this order (of course) as well as a payment of $278.60, which we mailed out to the customer as an additional sign of goodwill, even though our Terms of Service do not typically allow us to cover any expenses associated with moving services not rendered through Bellhop. 
  
  We understand that this situation was out of the customer's hands and that it caused stress for their family, and we're really sorry for any inconvenience or hardship this may have caused. Please know that we take customer service very seriously and that we strive to provide the best possible experience for our customers. 
  
  If the customer requires further clarification or has any additional concerns, we encourage them to contact us directly as we are more than willing to do our best to address all of them.
  
  Sincerely,
  Bellhop Customer Support
  

  
  

• Initial Complaint

  Date:01/25/2023

  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.

  I reserved movers to help with what ended up being 1 hour of labor. I paid for two hours, which was initially agreed upon, however, my mover Esteban M****** is fraudulently charging me for three hours of work and an additional $120. I filed a complaint with Bellhop customer service and when I reached out for an update was told Esteban is blatantly lying and fabricated a made up situation about keys to support his fraudulent attempt at stealing $120 additional from me. I cannot emphasize enough that the movers did not work for more than an hour and are attempting to scam customers by charging for additional time that was never worked.

  Business Response

  Date: 05/23/2023

  We apologize for the inconvenience caused and take full responsibility for the mistake in regard to the billing issue that our customer experienced during their move with us.

  
  

  Upon investigation, we found that an error was made in the final billing process, resulting in an incorrect charge to the customer's account. We have taken corrective measures and refunded the additional charge of $120.62 to the customer's payment method on January 25th.

  
  

  We take any allegations of fraudulent behavior seriously and have addressed the matter with the involved mover, Esteban Mendoza. Our company does not tolerate any dishonest practices and we will take appropriate action to prevent similar incidents from happening in the future.

  
  

  We understand the frustration and inconvenience that this situation has caused to our customer, and we are truly sorry for falling short of their expectations. We assure you that we are committed to providing our customers with the highest level of service and will do everything we can to make things right. We hope that this refund we issued back in January of this year reflects our commitment to transparent and fair pricing.

  
  

  If there are any further concerns or questions that we can address we will be more than happy to assist by doing so.

  
  

  Sincerely,

  Bellhop Customer Support

• Initial Complaint

  Date:01/25/2023

  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.

  I was quoted that my move would cost 139 per hour plus prorated charges at 2.32 per minute.
  
  Chargers were supposed to start when the lead scanned my code.
  
  The lead arrived at 8:11 and scanned in.
  He left at 12:20 and scanned out.
  
  I called to speak to Megan at bellhops who refused to correct the pricing discrepancy even tho she agreed I was correct.
  
  This company is fraudulently charging over the agreed and contracted rate.
  
  Originally I just wanted the difference but now I am charging bellhops for my time in dealing with this.
  
  Total refund should be 125.52
  
  My hourly rate of $100 and the refund that should have been provided had they honored their contract.

  Business Response

  Date: 05/23/2023

  We apologize for any confusion or inconvenience that the customer experienced regarding the charges for their move. After reviewing our records, we can confirm that the total amount due for this order came to $613.85. Here is a breakdown of the final order price, which can also be reviewed on the customer's order dashboard: 

  • Truck & Driver Service: Clock in at 8AM, clock out at 12:20PM. 4.33 hours total * $59/hour = $255.67 for the truck and driver service
    
  • 2 Pros (moving labor) Service: 1 Pro clocked in at 8AM, the other at 8:11AM. Both clocked out at 12:20PM. 4.23 hours total * $80/hour = $338.80 for the moving labor
  • + $30 service fee 
    
  • - $10.62 discount offered for the minor time discrepancy at the start of the move (8AM vs. 8:11AM clock in time)
  • Final Order Total: $613.85
    

  This amount was agreed upon at booking, and matches the hourly rate and prorated charges that the customer was quoted. We understand that the customer may have been confused about the start and end time of their move, and we regret any frustration this may have caused. We feel that the $10 discount that was honored is fair given the confusion around the order start time. However, we can confirm that ******** was charged only for the actual time that the movers were on site, in accordance with our prorated pricing policy that was agreed to.
  
  Regarding the customer's request for a refund of $125.52, we regret that we are unable to honor this request as there is no apparent discrepancy in the charges applied for the services that were rendered. As per our Terms of Service, we are unable to provide refunds or compensation for services that have been correctly charged. We take our commitment to our customers seriously and always strive to provide transparent and fair pricing.
  
  We are committed to continuously improving our services and appreciate all feedback, including that of the customer. We assure the BBB and the customer that we will take their feedback into consideration and use it to improve our services moving forward.
  
  Please let us know if there are any further questions or concerns that we can address.
  
  Sincerely,
  Bellhop Customer Support