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

  416 Knolls St Chapel Hill, NC 27516-2624

• 

  Bellhop, Inc.

  545 Milledge Cir Athens, GA 30606-4363

• 

  Bellhop, Inc.

  1203 Uhland Rd #11 San Marcos, TX 78666

• 

  Bellhop, Inc.

  800 Market St STE 200 Chattanooga, TN 37402-2677

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:01/25/2023

  Type:Billing 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 paid for 2 hours labor to assist with my long distance move. My moving team spent about 1 hour labor and is fraudulently charging me for 3 hours and an extra fee of $120 for the additional hour. Even when confronted with my dispute over the charges via Bellhop’s customer service team, the movers are continuing to tell blatant lies about the time spent during this move and are knowingly committing fraud in an attempt to accrue extra income.

  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

  Customer Answer

  Date: 05/23/2023

   
  
  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:01/23/2023

  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 scheduled a move on October 14-15 with confirmation number ********* The movers did not have the standard moving blankets and consequently my furniture was damaged. I reported this to Bellhop and they issued me a $600 refund. The total cost of the move was $4,812.30. After applying the $600 refund the cost was $4,212.30, which was paid through the initial deposit of $481.23 and subsequent payment of $3,731.07. Everything was settled correctly. Then, almost 3 months later they claimed there was no refund and that I still owed $600 and charged me without authorization. I spoke with an account rep who refused to acknowledge the refund. The attached receipt shows the refund was issued ays after the move, but then they added another charge months later to effectively reverse it. They unilaterally decided to ignore the refund and did so without warning months after the fact. I was previously a fan of the service but now adamantly warn people to avoid them.

  Business Response

  Date: 05/23/2023

  Thanks for bringing this to our attention, and Bellhop apologizes for any inconvenience caused by the delay in processing the customer’s refund and we appreciate the inquiry regarding the status of the customer's settlement refund as this allows us to evolve and grow into a better business.
  
  Upon reviewing the customer's order and damage claim settlement letter, we can confirm that the settlement refund of $600 was supposed to be issued as a refund against the order total. However, due to a still-unresolved disputed charge of $300 (still unresolved with the customer's bank or credit card company), we are unable to issue the refund at this time. We are waiting for the dispute to be resolved so that we can issue the settlement refund - until the disputed $300 amount has been cleared with the customer's bank or credit card company, our payment processor will not allow us to push the $600 partial refund through to the customer's payment method. We're very sorry for the delay here, and will appreciate the customer's consideration in clearing up the $300 disputed charge with his bank or creditor so that we can issue the full $600 settlement that was agreed to. 
  
  We understand that the delay in processing the settlement refund can be frustrating for the customer and we assure you that we are doing everything possible to expedite the process. We appreciate the customer's patience and understanding in this matter. If the customer has any further questions or concerns, we encourage them to reach out to us.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  Bellhop Customer Support

• Initial Complaint

  Date:01/19/2023

  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.

  Bellhop contracted to move me from NC to OH. Sales sold me coverage of $100,000. Moving day the movers were not protecting my items (appears to be standard practice for Bellhop based on other BBB complaints). Called Bellhop that day and was told not to worry, I can file a claim to get the damage taken care of. My stuff was going into storage so they extended my claim window to file the claim when it came out of storage. Asked the movers to be more careful, but they didn't bring enough blankets or wrap. Damage was already done.
  12/19/22 Closed my claim. Agreed to reopen for 3 days. Submitted claim and sent photos
  12/22/22 email someone was assigned to my claim
  12/26/22 request for more photos. provided same day
  12/28/22 more photos requested, photos provided same day
  12/29/22 settlement letter offered at low value (~$780) with no explanation of exclusion listed. Emailed saying I don't accept. Received reply saying they only offer 0.60$/lb and that they cap at $2000. Asked me to send links and weights so they could better evaluate the value of the items. Shady practices given you support team told me not to worry on moving day because I can file and claim and your sales person told me it was covered to $100,000 (says it on my contract).
  1/2/23 sent a full list of weights and links as available. 4055.6 lbs which is $2,433,36 according to their policy.
  1/5/23 no reply, no acknowledgement of my email. Sent follow-up email
  1/12/23 received response saying it was being reevaluated. Received new offer that day (~$1300) but like the first offer, no explanation on how value was arrived at. Emailed again saying this isn't acceptable and I'd like an explanation as to how this was calculated.
  1/18/23 still no reply. emailed asking why they never respond and if someone was looking at this.
  1/19/23 no response.
  Their offer also lists 1/23/23 as the last day to resolve this claim. Seems they are being intentionally slow.
  
  Example photos of how they treat your stuff attached.

  Business Response

  Date: 02/15/2023

  Hi there ****,

  Thank you so much for your feedback, and we're so sorry to hear about the damages you experienced on your move from North Carolina to Ohio, as well as the length of time and back-and-forth required to get your damage claim to a resolution. This is definitely not the level of service we seek to provide. 

  I hope that I can help clarify things a bit, with respect to our damage coverage policy which you referred to in your feedback. While our insurance does cover up to $100,000 in value, that amount is applicable only in cases of severe damage or total loss of property caused by a motor vehicle accident (for example, if a moving truck had a severe accident or collision resulting in a total loss of property). State regulations regulate the insurance we offer customers, and it is stipulated at $0.60/lb. Above that, customers are required to take out their own insurance policies. This is standard, regulated practice that is applied by all moving companies. The details of our Damage Protection Policy can be found in section 8 of our Terms of Service (*******************************************e/), which allow for coverage at the regulated rate of $.60/lb up to a maximum liability of $2000. I've also attached a signed copy of your move contract, in case it's helpful for reference. 

  I was glad to see that our Claims team re-evaluated your damage claim at the revised weights you provided, and that you were able to finalize your $1,472.80 damage settlement agreement on February 2. Again, I’m really sorry that our settlement amount didn't meet your expectations, and we'll continue to improve on how we communicate our damage protection policy going forward. 

  Wishing you all the best,

  Bellhop Support

• Initial Complaint

  Date:01/12/2023

  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.

  The moving company failed to assemble a bed I paid to have taken down and reassembled. The hardware is missing and the bed is broken. My sons Xbox along with accessories are missing. I have submitted a claim to which they took multiple days to assist with. I submitted pics of the bed, cost of, etc and they state they offer reimbursement based off weight. None of this makes sense. I have tried reasoning with their claims lead and he refuses to help other than offering $200 based off of weight of the items. Again, this does not make sense.

  Business Response

  Date: 05/10/2023

  We’re very sorry to hear about the damage and missing items that occurred during/as a result of the customer’s move with Bellhop in October 2022. 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 the the damaged items, federal regulations require most moving companies to offer $.60/lb complimentary coverage, which is also detailed in our Terms of Service, which the customer agreed to upon booking his move with us. The bed frame weight provided by the customer is 132 lbs (*$.60 = $79.20 total settlement), and our Terms of Service do not allow us to cover missing items, as it is very difficult for us or any business to verify the location or prior state of items reported missing. The total settlement offer for this damage, in line with our Terms of Service, would come to $79.20. In the interest of goodwill and appreciation for the poor experience here, we offered this customer a goodwill offer of $200 for the XBox and an additional $25 for the bed frame, bringing the total settlement offer to $304.20. We sent this revised settlement offer to the customer on January 18 2023, and the customer signed this settlement offer on February 11 2023. This signature indicates to us that the customer accepted our resolution as of that date. We want to also acknowledge that the customer reached out again on April 12 as she still had not received her $304 settlement check in the mail: while we can’t be sure what happened to the check that was sent or why/how it was lost, we went ahead and reissued a new check to the customer on April 17, and hope that this fully resolves the issues here.
  
  We’re really sorry again that this happened, and while we can’t get back the time or frustration, we do hope that the customer finds this compromise a satisfactory resolution.
  
  Best,
  
  Support @ Bellhop

  Customer Answer

  Date: 05/10/2023

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

  Not only can I not even replace a bed for the amount of $79, it was broken upon delivery to my new home and no one informed me.   I did not agree to any terms before delivery. On top of the broken furniture and missing items, the communication from Bellhops settlement group after the fact was very poor. I sent Bellhop a pic of the bed from the store purchased from including price to replace at their request and still was not offered even a fraction of what it costs to replace what their movers broke and left for me to find after their departure. On top of that, my son now has no Xbox which was VERY expensive and had several downloaded games which cost money as well. On top of these issues- one of their employees had a pregnant female with them who came into my home and used my restroom. Just very unprofessional. I would just like the full amount to replace at least the bed and cost of the Xbox. I provided them with the requested documentation of the cost of the items. Saying you replace by weight is a joke. What if I had bricks in that mattress? Does that mean it’s worth more money?? I sent pics of the exact bed and I would at least like that amount back, it’s a matching suite and was less than a year old. TERRIBLE customer service and communication. 

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

  Business Response

  Date: 05/11/2023

  We understand the customer's frustration with this situation, and again apologize for the poor experience and that the compensation amount offered did not meet the customer's expectations. However, as noted, our $.60/lb complimentary coverage is standard for the moving and cargo industry and is in line with federal mandates. We feel that we have gone above and beyond here to make things right, offering significantly more than our damage protection policy and Terms of Service (which the customer agreed to upon booking with Bellhop and receiving services from Bellhop) would typically allow. We offered this additional compensation in light of the poor service experience that the customer noted in her response: namely the professionalism issues with the on-site team and the poor communication with our support team when trying to reach a resolution.

  I have also included here a copy of the damage settlement agreement that the customer signed on February 11 2023. This settlement indicates to us that the customer has accepted the compensation we offered, provides adequate consideration, and releases Bellhop of any further claims. 

  We’re really sorry again that this happened, and we do believe that we have resolved the outstanding issues here to the fullest extent that we can.

  Best,

  Bellhop Customer Support

• Initial Complaint

  Date:01/11/2023

  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.

  On September 9, 2022, I was provided moving services from Bellhop moving company, in which they provided services from my previous apartment to a storage unit in Columbus, Ohio. Prior to the move, I spoke to my moving coordinator (Jamie), who guided me through the process and ensured me of what the services entailed. Amongst the things listed, the biggest concern was wrapping my furniture. Additionally, the day prior to my move, I was reassured by the lead mover (Ayrielle) that my furniture, large and expensive items would be wrapped with plastic (SEE ATTACHEMENT). However, the only item that was wrapped was my couch. On October 3, 2022 (from Storage to the truck) and October 4, 2022 (from the truck to apartment), Bellhop assisted me once more on my long distance move to Charlotte, North Carolina. Both scheduled moves resulted in a thirty-minute delay which was the least of my problems and concerns. When the items were delivered to my apartment, I observed an amplitude of damages to my furnishings. First, I observed damages to my couch (see attachments), damages on the backside of the couch on both top corners were torn. In the front, several scuff marks on both sides of the bottom of the armrests. Lastly, the cushions were removed from the couch, instead of being wrapped with plastic as well, most moving companies wrap all the pieces together. This caused not only my cushions to get soiled but additionally there were multiple footprints on my couch which is totally unacceptable. My bedframe was also tarnished during the move and was not wrapped as it was confirmed it would be. There were multiple scratches observed on the pieces of my bed frame (see attachments). In addition to the holes in the head and foot of the bedframe, knicks and screws were missing to my dresser drawers. Also, my mattress was left in unsanitary, unhygienic environments and soiled on all of its side’s (see attachments). I also experienced damages to the top of my desk (see attachments), my lamp, and two canvas pictures (see attachments). None of these items were wrapped as again, I was reassured and guaranteed, and that is what I paid your moving company to do.
  
  I am completely dissatisfied with the services that I was provided. My furnishings were purchased within a year ago and had NO wear or tear, or damages period. I am deeply saddened that I paid for a service that ruined the items I spent my hard-earned money on. I would be happy to provide any receipt information need to replace the items or a full refund for the Columbus to Charlotte moving invoice.
  
  The company has failed to offer any reasonable solution for the negligence of my furniture.

  Business Response

  Date: 05/23/2023

  We’re very sorry to hear about the damage and missing items that occurred as a result of the customer’s move with Bellhop last October. 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: 
  
  Bed frame $54.00
  Couch $90.00
  Desk $45.00
  Mattress $45.00
  Picture $25.00
  Lamp $25.00
  Goodwill/additional compensation for the long processing time: $100
  Total Settlement Offer: $384 
  
  We did send out the original settlement offer of $284 (in line with our $.60/lb complementary protection policy) back in October 2022. However, as the customer did not respond to this offer at that time, her claim was automatically closed in our system due to non-response. We went ahead and reopened her damage claim today, and increased the settlement offer by $100, just in light of the lengthy processing time here and as an apology for the delay in getting to a resolution. 
  
  We’re really sorry again that this happened, and while we can’t get back the time or frustration, we do hope that the customer finds this compromise a satisfactory resolution.
  
  Sincerely, 
  Bellhop Customer Support 

• Initial Complaint

  Date:01/09/2023

  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 requested a “Long Distance Full Service Move” from Long Island City, NY on 6/18/2022 at 8/8:30am to Miami, Fl 6/20/2022 at 1/1:30pm, the cost of the transaction was $6,003.00. A deposit of $600.30 was made on 5/27/22. On arrival to Florida the unloading team did not arrive and Bellhop failed to provide a solution, we had to then pay the driver extra tip and call multiple friends to unload the moving truck as our building only offered us the elevator for a set time frame and charges $200 extra per hour past our allotted time. We were not provided a FULL Service move and as a result were under significant distress and had to unload and unpack the entire truck as the services promised were not provided. We contacted Bellhop they agreed to a $500 price reduction. However, this is not adequate for stress, time and money caused by their inabilities to provide what we were charged for. Order: ********

  Business Response

  Date: 02/13/2023

  ********,

  Thank you for your feedback, and we're so sorry for the stress and multiple issues with your long distance move from Long Island City to Miami in June of last year. I went back and reviewed our records from your move, and can see that our unloading crew in Miami did not show up at the scheduled time for your truck unload. I understand as well that you were under a time constraint due to your building's elevator reservation, and had to call in help from friends in order to get your belongings unloaded in time. We're so sorry for this breakdown and for the stress and headaches caused: this is never the standard of service we strive to provide. We hope to make this right by you. 

  I can see that we did honor a $500 refund off of your order: this $500 refund was calculated because our hourly rate for your unload team (2 Pros) would have been $156/hour. At 3 hours, that would have been a price of $468 for that unloading labor, had the unload crew shown up as expected. This $468 in unloading labor was baked into your overall move price, so our initial refund of $500 was an attempt to remove that unloading labor charge entirely (and then some) from your overall package price. 

  That said, refunding you the unloading labor cost would be the bare minimum here, given the frustration you experienced on your unload date. For that reason, we have refunded you an additional $250 to compensate you further for the time and frustration you experienced: you should see this refund come through to your payment method within 3-5 business days depending on your bank processing time. 

  While we know we can't get back the time and frustration, we hope that this additional $250 refund (on top of the $500 we honored in June of 2022) feels more fair and reasonable given the experience you had. We'll continue to review our practices and our crews based in Miami to ensure that this doesn't happen again to any other valued customers. 

  Very best,

  Move Support @ Bellhop

• Initial Complaint

  Date:12/08/2022

  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 utilized moving services through bellhop on May 15th, 2022. I paid a deposit, and they kept
  my card on file to charge a final amount ($894.65) once the move was complete. On December 2nd, 2022, they apparently attempted to charge my card for the remaining balance that they forgot to charge within a timely manner of service. This was over six months after service date. The charge did not go through, because in September of 2022 I had to get a new card because my old one was lost and compromised. I never realized the services were not charged. They tried charging the card on December 2nd without even emailing me to give me a heads up, which for nearly $900 you think would be just common sense customer service. They admitted to a user error on their end in email as to why my services were not charged in a timely manner.

  Business Response

  Date: 05/23/2023

  We apologize for any inconvenience caused to the customer, and yet are thankful for bringing this matter to our attention. We take all customer complaints seriously and are committed to addressing them thoroughly.
  
  Upon reviewing the customer's account, we can confirm that their booking was made through our website, and as part of the process, they agreed to our terms of service and billing policy. We acknowledge that we attempted to charge the customer's card for the outstanding balance due (from her May 2022 order) on December 2nd, but the transaction was unsuccessful due to their card being replaced in September of 2022.
  
  We understand the frustration with the slow/delayed follow up on our part about her final bill. However, to date we have only been able to charge this customer $78.60 on her $973.25 order, due to the issues with her payment method last year which have been noted. We apologize for any confusion or stress here, and understand the frustration caused by our delayed attempt to charge the customer. However, given the significant balance still remaining on this order, we do still consider this final bill outstanding and would appreciate the customer's cooperation in paying this outstanding balance due. 
  
  We have taken steps to ensure that this type of situation does not happen again in the future. We value the customer's business and appreciate the opportunity to make things right.
  
  We appreciate your understanding and cooperation in this matter.
  Sincerely,
  Bellhop Customer Support

• Initial Complaint

  Date:12/05/2022

  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 contracted with Bellhop for a move to take place on August 17, 2022. My order number was *******. I ordered 2 trucks and 5 movers. They were to move belongings not only from my house, but from a storage unit and take everything to my new residence. Only one truck showed up. That truck then broke down in my front yard and everyone stood around for 1.5 hours while awaiting a new truck. After loading the new truck, 2 of the movers left and did not finish the job. My storage unit was never emptied. I was then charged for 2 trucks and the full salaries for all 5 workers and the 1.5 hour downtime. I disputed this and they reduced the bill. I have had no contact with them since August. On December 2 my credit card was charged $845.65. When I called I was told it was an amount overdue. I have receipts and bank statements showing this is not the case. There may be a chance I do owe them something, because they were very confusing when we were trying to work out how much they would be taking off. And the last receipt they gave me does not reflect all payments I've made. Even if I do owe them something, however, it is certainly not $845.65 and I have had absolutely no contact for almost 4 months. In addition, they did not have authorization for that particular charge, only the past ones as shown by my bank statements. I have emailed them every day since the charge with supporting documentation and demanding answers and have been summarily ignored. I have not even received acknowledgment of my claim. I have had multiple other terrible interactions with this company, some of which are also monetary though no actual money was taken, but none of them pertain directly to this particular complaint.

  Business Response

  Date: 09/26/2023

  Haley, thank you for reaching out to us regarding your experience moving with Bellhop. We sincerely apologize for the inconvenience and frustration you have experienced with our services. We're very sorry that we could not provide a complete team for your move as promised. We're sorry that our team caused you stress and inconvenience on your move day.

  
  

  Our system reflects that our Support Team worked to address these concerns through a few different discounts: 

  • • A $510.62 discount was applied to your bill, due to a no-show Pro (mover) and a no-show driver
    • $47.25 was taken off for downtime during your move, while your team was clocked in but did not complete work
    • An additional discount of $588.32 was applied to your move to honor the original quote

  We know that you had also filed a damage claim for damage to a gaming table. The claim was evaluated at $0.60/pound with an initial weight of 100 pounds. You reached out to our team noting that you did not agree with this evaluation, and stated that you would follow up with us to provide more info on the table. Since we never heard back from you in this regard, your damage claim was closed out automatically in our system. We are open to working with you on your outstanding claim if you'd still like to pursue our damage claim process. 

  
  

  We understand that no amount of compensation can change what happened or make up for the disappointment and the stress you experienced. 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.

  
  

  If you have any further questions or concerns that we have not addressed, or if you would like to reopen your damage claim, please contact us at (888) 823-5568 or [email protected]. Thank you for taking the time to share your feedback.

• Initial Complaint

  Date:12/05/2022

  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 hired Bellhop for a move on 11/02/22. The team of 5 movers showed up and brought a truck that I did not have included on my reservation because I already had my own. The team assured me that it would be free of charge because it was an error in their part. They loaded my furniture on their truck and boxes and everything else on mine. The move itself was flawless. The issues came about when I noticed the damage to $14,000 worth of furniture. I filed a damage claim on 11/08/22 and was told it would take 3-5 business days to be assigned. I followed up with bellhop via phone on 11/10/22, 11/14/22, 11/16/22, 11/17/22, 11/22/22, 11/23/22, 11/26/22, 11/28/22, 11/29/22, and 12/02/22. Each time I was given a different answer and eventually found out the agent assigned the claim was no longer with the company and my claim was passed off to another agent. I finally received a settlement offer in the amount of $728 on 11/29/22 and I counter offered for $5000 due to the value of my furniture and not being given the option to purchase additional insurance because I didn’t originally book their moving truck. She responded stating their complimentary coverage and policy. I sent back another offer on the same day (11/29) for the settlement offer in addition to the cost of my move and Jennifer did not respond. On 12/01/22 I sent a follow up email to her again and she sent the same generic coverage email and didn’t address anything I had offered or said. At this point, Bellhop has not made any attempts to negotiate a settlement and the end date is 12/13/22 per their original offer.

  Business Response

  Date: 05/23/2023

  We’re very sorry to hear about the damage and missing items that occurred during/as a result of the customer’s move with Bellhop in November 2022. 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. The total settlement offer for this damage, in line with our Terms of Service, came to $728. The customer agreed to this settlement amount on December 8 2022, and we mailed a check to the customer on January 9 2022, and confirmed that the check was cashed on January 18 2022. Please see attached copy of the signed settlement offer. While we’re really sorry that this amount didn’t meet the customer’s expectations, we do believe this issue to be fully resolved as indicated by the customer’s acceptance of the settlement offer that was extended.
  
  We’re really sorry again that this happened, and while we can’t get back the time or frustration, we do hope that the customer finds this compromise a satisfactory resolution.
  
  Best,
  Bellhop Customer Support

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  Move date
  October 29, 2022 @ 8 AM
  Confirmation #
  AIDP3DA3
  
  I was overcharged for my labor only move. I was charged $600. I received the on 10/30 and called and spoke with April. I informed her the 3 hours was not correct; I provided detail that only 1 person arrived at 8 and scanned. The other 3 arrived at 8:27 and would not scan the QR code. One team members that arrived at 8:27 had some issues and left for approximately 30mins to an hour. The move was finished at 10:52 and the lead scanned at that time.
  April spoke to the team lead and a supervisor and validated what I said and confirmed the billing error would be fixed and the final charge to the credit card would reflect the correct amount.
  Unfortunately, I have not received any refunds and a second credit was also charged. I called again on 11/9/22 and spoke with Brittany, spent 42mins on the call. Issue still not resolved and she modified the payment details to incorrectly reflect what I was actually charged versus what my pending refund should be. Additionally she promised for my trouble and inconvenience she add an additional 10% to the refund amount.
  She said she would send everything in an email, no email was received. After the call was disconnected I called back and spoke to Aaron, explain the situation. It was too complicated for her so she said Brittany would call be back in 15mins, that didn’t happen.
  
  I want my refund and credit that was promised.

  Business Response

  Date: 11/14/2022

  *******

  Thank you for sharing your feedback with us, and I'm so sorry to hear about all of the confusion surrounding your final bill. I'm here to help get this cleared up for you.

  I can see that you did speak with Brittany on November 9, and that she sent along your final bill breakdown that day. Please see the attached files and screenshots which include your billing breakdown in detail. I can also see that you were quoted $790 for your move, and that due to delays with the team getting started, we discounted your order by a total of $294.47. The final, total amount that you paid for your move $495.53, which includes a $110 tip to your Pros (movers). 

  Please note that you can also access your billing breakdown directly here: https://dashboard.bellhop.com/details/. Please do let me know if you have any other questions here and I'll be sure that we get them sorted out ASAP.

  Best,

  Megan

  Support @ Bellhop

  Customer Answer

  Date: 11/14/2022

  
  
  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. The refunds have been applied to my account.
  
  
  
  Sincerely,
  
  
  
  ****** *******