Complaints

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:04/20/2025

  Type:Order 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.

  Signed a moving contract on 4/7. Estimate nearly 11K. I was so stressed about the sales contract and the move, I just wrote a check for over $6,900. After re reading the contract. Deposit was only supposed to be 20%. Our sales contract has fallen through and we no longer need to move and we need our deposit refunded. I then researched this company and they have been involved in multiple charges of fraudulent and deceptive practices and I want out of this contract.

  Business Response

  Date: 04/21/2025

  Thank you for reaching out and sharing your concerns. We certainly understand how stressful moving and real estate transactions can be, and we want to address your concerns with care and transparency. Regarding your deposit, we would like to clarify that the terms you agreed to are accurately reflected in your moving estimate. As outlined in the estimate, the deposit amount consists of 20% of the estimated total cost, plus the binding estimate fee, which together make up the total deposit due at booking. We understand that this may have been overlooked during an understandably stressful time, but we can assure you that there was no misrepresentation or fraudulent activity. Additionally, we have no record of receiving a cancellation request by phone or email. Per our policy, cancellations must be formally submitted by email to allow us to properly process and document any changes. If you wish to discuss your situation further or proceed with a cancellation request, we encourage you to call our office directly at ************. As noted in the terms of your estimate, your deposit remains valid for up to two years and can be applied toward a future move should your plans change. We are committed to assisting you in any way we can and would be happy to discuss your available options. Please feel free to contact us at your earliest convenience if you would like to review next steps. We are here to help.
  
  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23228862
  
  I am rejecting this response because: This is an extraordinary circumstance. My house contract fell through, we have decided not to move our belongings. There is no set date, and being out of a job, I need those funds returned to me. 
  
  Sincerely,
  
  ***-********* ********

  Business Response

  Date: 04/23/2025

  Thank you for your response. We sincerely understand how difficult and unexpected situations like this can be, and we truly empathize with the challenges you're currently facing. While we remain sympathetic to your circumstances, we must respectfully adhere to the terms of the agreement that were acknowledged at the time of booking. As noted in the signed estimate, the deposit becomes non-refundable once the cancellation window has passed. At this time, your request falls outside of that cancellation period. That said, we want to support you as best we can. Please know that your deposit remains fully valid for up to two years and can be applied toward a future move at any time within that period. We hope that when the timing is right and your circumstances improve, well have the opportunity to assist you. If theres anything further we can do to help or if you have any questions about your options, please dont hesitate to reach out. Were here to support you.
  
  
  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23228862
  
  I am rejecting this response because: my move has been cancelled. We are not moving. My deposit is required to be refunded. 
  
  Sincerely,
  
  ***-********* ********

• Initial Complaint

  Date:03/23/2025

  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.

  Hello, I used this company for a multi- state move. When going through the inventory I was quoted one price of $4900. Upon arrival of the movers - I was quoted a higher price, they said I had more items than quoted and charged an additional $1500 that day. From there I had to sacrifice brining my belonging to my new home and find a storage unit in the state I was moving from. This has put me out each month to rent a storage unit. When I was called that my belongings were arriving to my new home, they let me know that again more additional charges would be incurred. When receiving my belonging at my new home they also required I had to pay with cash, money order, or Zelle - no credit cards, which was how I had been paying up to this point. The charge was only supposed to be $1400, but with the additional charges I was required to Zelle them $2101. Now months later, I am being charged a fee from the company each month on my credit card. When I reached out multiple time to get this taken off - I have received no response from the company. What I am seeking is a refund for the inconvenience, a refund for the fee that is being repeatedly charged to me, and to give information on this company's business practices. They have now been an expense in my life since I used it 4 months ago. Please advise on next steps.

  Business Response

  Date: 03/24/2025

  Thank you for taking the time to share your feedback. We truly understand that moving across states can be a stressful experience, and were sorry to hear that youve encountered difficulties. That said, wed like to clarify a few key details regarding your experience to ensure an accurate understanding of the services provided. Your original estimate of $4,900 was based on the inventory you provided to our team during the booking process. In fact, during our follow-up call prior to your scheduled pickup, you advised us that you would be removing items, not adding to them. Had we been informed of any additional items or services needed, we would have gladly updated your estimate to reflect those changes. This process is in place specifically to avoid surprises at the time of pickup. The increase in cost at pickup was due to additional inventory and services beyond what was originally quoted. Per your agreement, the carrier presents two options at the time of pickup: Move forward with only the items listed in the estimate at the quoted rate, or Include additional items or services at the agreed-upon rate per cubic foot. This flexibility is provided to ensure the customer has control over their moving budget at every stage. We understand you chose to move forward with the additional services, which is why your cost was adjusted accordingly. Please note that Metro Hop Relocation does not receive any financial benefit from adjustments made at pickup or deliverythese charges are made by the licensed moving carrier performing the physical move. Regarding your final payment at delivery, the carriers accepted payment methods (such as Zelle, money order, or cash) are standard in the moving industry and are outlined in the carriers terms as well as in the estimate you signed with us. In regard to the monthly charges on your credit card, Metro Hop Relocation is not charging you on a recurring basis. When you made your initial deposit, you opted to use a credit card, and it appears the recurring charge is part of a payment plan set up through your credit card providernot a charge initiated by our company. We recommend contacting your credit card company directly to inquire about how the payment schedule was set up. We appreciate you bringing your concerns to our attention. While we regret any inconvenience this process has caused you, our team followed standard procedures and communicated openly throughout your booking and pre-move process. If you would like to discuss your move further or need assistance filing a claim with the carrier, we are more than happy to help.
  
  
  

• Initial Complaint

  Date:03/07/2025

  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 contacted Metro Hop to hire them for my move. On the day of my move, the movers showed up and asked for an additional $3k dollars and informed me Metro Hop has a pattern of under quoting jobs to sell them and then making customers pay once theyre in a pinch. I tried calling them over 20x (I have the phone records) to resolve it and no help. I ended up renting a Penske truck and doing the move myself. My credit card company said they are unable to refund my money because of Metro Hope T&Cs. Metro Hop refuses to take ownership and say they need to keep the money for marketing and other related fees even though they performed no work and were notified day off the contracted freight carrier was performing zero work.

  Business Response

  Date: 03/07/2025

  We understand your frustration and appreciate the opportunity to clarify the details of your move. Metro Hop Relocation provided you with an estimate and recommended a licensed and registered moving carrier per the terms of the agreement you signed. The deposit you placed was utilized for these services, as outlined in the estimate, and is not a fee for the physical labor of the move itself or marketing. Additionally, the deposit remains available for up to one year should you choose to move at a later date. At the time of pickup, the carrier identified additional services required beyond the original estimate. As per the agreed terms, you were given the option to either proceed with the original estimated inventory at the quoted rate or include the additional services at the pre-established pricing. Rather than choosing either option, you declined the service. We regret that you ultimately chose to handle the move yourself, but we stand by the terms of the agreement, which were provided to and signed by you in advance. If you have any further questions or require assistance with utilizing your deposit for a future move, please dont hesitate to reach out.
  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23033908
  
  I am rejecting this response because:

  When I booked the job the salesperson, Max, informed me this was the one and only cost for the move; thus creating a verbal binding agreement. He did not explain any part of the contract I was signing when he went through it with me section by section, line by line on the phone thus willfully omitting their hidden clause about hidden fees. 

  Furthermore on the day of my move the movers that arrived informed me that Metro Hop has done this to their moving company and customers on several occastions. They immediately called their dispatcher and told the dispatcher, in front of me, "Metro Hop ****** us again." They called their boss and said the exact same thing! The movers then began trying to work on their pricing to make a fair quote for me. 

  On the day of my move I tried calling Metro Hop more than a ***** times to rectify this situation. I was able to speak to a salesperson TWICE. The first time they told me, out of their mouth as a REPRESENTATIVE OF METRO HOP that it was incorrect and I should not be being asked to pay an additional $3.5k on the spot and NOT TO PAY IT. He ask I call ***** in customer service. Mind you all of this is during their normal business hours. I begin calling her. Leaving voicemails. Calling. Calling. Calling. Calling. She is not answering or calling me back. I try the sales line again. I get another sales guy, he AGAIN tells me I should not be paying an additional $3.5k but he can't help me and to pound sand. They begin screening my calls. So of course I take matters into my own hands. 

  I call again on Monday! Guess what, nothing. Sure I didn't get my email out in time to them but I am cancelling airline tickets, booking hotels and driving a moving truck down the west coast. 

  They know what they did and the scam they pull. BBB has them as a C+, Yelp has them as a 1.5 star with countless reviews warning of the scams they pull. This is not a reputible company. They are thieves who hide behind word play tricks to steal from honest people. 

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

  Business Response

  Date: 03/21/2025

  Thank you for taking the time to express your concerns. We understand how stressful the moving process can be, and we genuinely regret that you feel your experience did not meet your expectations. However, we would like to respectfully clarify a few important points regarding the nature of our services and your agreement. Metro Hop Relocation is a moving brokerage, not a moving carrier. Our role is to provide customers with a moving estimate and match them with a licensed and insured carrier who performs the actual relocation. At no time was a contract signed with Metro Hop Relocation to perform the move itself. The estimate you were provided was based on the information you supplied at the time of booking and clearly outlines the terms, conditions, and cost structureincluding the possibility of rate adjustments by the carrier if additional services or inventory are requested and signed by you at pickup. This estimate was thoroughly reviewed with you at the time of booking, and you were also provided three business days to review the estimate in writing and cancel for a full refund. During that time, no cancellation was received, and the estimate was accepted as outlined. Its important to note that any rate changes at pickup are determined solely by the carrier based on the actual inventory and services requirednot by Metro Hop Relocation. Metro Hop receives no financial benefit from any upcharges made by the carrier. If there was a discrepancy between the estimate and the final cost presented by the movers, that discussion and decision were between you and the carrier on-site. While we understand your frustration with the experience on the day of your move, we respectfully disagree with the characterization of our service or intent. Our records indicate that our team made efforts to assist, and we are always available during business hours to support our customers. If you had difficulty reaching someone, we sincerely apologize for any delay and are happy to follow up further as needed. We take all feedback seriously and are committed to ethical and transparent business practices. If you have any further questions or if you'd like assistance in addressing concerns with the carrier directly, we would be more than happy to help you initiate a claims process or support you however we can.
  
  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23033908
  
  I am rejecting this response because:

   

  They made no reasonable help to help me cancel my move. If it was that simple to cancel my move, they would have answered my phone calls the day of the move and told me to quickly send them an email to cancel my move due to the extortion. I have outlined a ton of evidence showing their negligence. This is ridiculous. 

  Long story short, if they are as friendly as they say and not a bunch of crooks: the day of my move when I called near ********************************************************************************************************* to voicemails and telling me to pound sand they could have said "I am sorry you are having this experience, if you would like to cancel your move just send us a quick email stating so and a full refund will be issued." 

  Simple. It is the company's responsiblity to inform their customer of the loopholes in their paperwork. Again, when I went through it with my con artist they intentionally omitted such facts. On the day of the move the two sales people told me out of their mouths, "You should not be paying anything extra, call customer service." 

  I did my part. If you are truly sorry, refund my money in full. 

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

• Initial Complaint

  Date:02/09/2025

  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 uploaded the information.

  Business Response

  Date: 02/10/2025

  Thank you for reaching out and sharing your experience with us. We truly value our customers and appreciate the opportunity to address your concerns. We regret that you feel dissatisfied with your experience, and we would like to clarify certain aspects of our process to ensure transparency. At Metro Hop Relocation, we strive to provide accurate and competitive quotes based on the information provided by our customers. Our pricing is determined by cubic feet and inventory details, which is why we request as much information as possible during the initial consultation. While we understand that you emphasized the size of your storage unit, the volume calculation ultimately depends on the specific items being moved. Our representatives use industry standards to estimate the required space, and the final price is subject to verification. We recognize that contracts can sometimes be overwhelming, which is why we encourage all customers to review them thoroughly before signing. Our 72-hour cancellation policy is clearly stated within the contract to ensure customers have an opportunity to make adjustments or reconsider before the deposit becomes non-refundable. We apologize if there was any difficulty in reaching specific team members. Our customer service team is trained to assist with all inquiries, and while our sales representatives may not always be immediately available, we ensure that concerns are addressed by the appropriate department. Our priority is to assist every customer in a timely manner while managing multiple ongoing relocations. While we are unable to issue a refund due to the contract terms, we are committed to working with you to find a solution. Your deposit remains fully valid for one year, allowing you the flexibility to reschedule your move when you are ready. We would be happy to assist you in planning a revised moving strategy that aligns with your budget and needs. We genuinely regret any frustration you have experienced and appreciate your understanding of our policies and procedures. Should you have any further questions or require assistance with rescheduling, please do not hesitate to reach out. Our team is here to support you every step of the way.
  
  
  
  

  Customer Answer

  Date: 02/10/2025

  I understand what they are saying however, to keep someone's money for no reason is totally unreasonable and a theft. As I stated in my letter, I did not know there was a problem with what I had discussed and MADE PERFECTLY CLEAR TO ******* what I had that needed to be moved until speaking with **** and he called me outside of their 72 hour policy. I request that this company please refund my money to me as I will not be able to ever afford their services and would not trust them even if I could. They were and are completely an un-honest company. They are scammers and prey on customers with their incomplete information and promises of being a top company. They need to train their employees to accurately work with people so as to avoid this entire situation. Thank you. **** ************

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22919231
  
  I am rejecting this response because:

  I understand what they are saying however, to keep someone's money for no reason is totally unreasonable and a theft. As I stated in my letter, I did not know there was a problem with what I had discussed and MADE PERFECTLY CLEAR TO ******* what I had that needed to be moved until speaking with **** and he called me outside of their 72 hour policy. I request that this company please refund my money to me as I will not be able to ever afford their services and would not trust them even if I could. They were and are completely an un-honest company. They are scammers and prey on customers with their incomplete information and promises of being a top company. They need to train their employees to accurately work with people so as to avoid this entire situation. Thank you. **** ************
  
  Sincerely,
  
  **** ******** ************

  Business Response

  Date: 02/11/2025

  At Metro Hop Relocation, we take great care in ensuring that all information provided by our customers is accurately assessed when preparing a quote. While we understand that you emphasized the size of your storage unit, our estimates are based on the specific inventory details provided, as the total cubic footage determines the space required for transport. Our representatives use industry-standard calculations to estimate this, and final space requirements may sometimes need adjustments upon further review. We regret that this aspect of the process caused frustration, but the need for additional space was determined based on a more detailed inventory review, not due to any intentional oversight. Regarding the 72-hour cancellation policy, this clause is clearly outlined in the contract and serves as a standard business practice to manage scheduling and logistics. We acknowledge that you may not have noticed this policy before signing; however, we encourage all customers to carefully review their agreements before proceeding. Our records indicate that you were provided with a contract for review before signing, and the urgency to complete the process was tied to ensuring the quoted rate remained available. We would like to clarify that Metro Hop Relocation is a reputable company, and we take great pride in delivering reliable moving services. While we regret that your experience did not meet your expectations, we stand by our commitment to fairness and transparency. We do not engage in misleading practices, and our policies are in place to maintain operational efficiency and ensure all customers receive the best service possible. Although we are unable to provide a refund based on the contractual agreement, we want to reassure you that your deposit remains fully valid for one year. Should your moving plans change within that time, we would be happy to assist you in arranging transportation that fits your needs. We truly regret any frustration this situation has caused and appreciate your feedback as we continuously work to improve our processes. If you have any additional questions or concerns, please do not hesitate to reach out.
  
  

  Customer Answer

  Date: 02/11/2025

  Thank you to the Better Business Bureau in your assistance however, going back and forth with this dishonest company is unnecessary. **** solely based the new price on the size of the unit and did NOT ask me if there was anything in the unit other than what was shared on the Contract. As a matter of fact, he told me "TO DO THE **** ON A UNIT THAT SIZE". I did correct the 3 small children dresser as I NEVER said that to *******. I said "Two small three drawer dressers!" The last correspondence with whomever is responding to me says: "While we understand that you emphasized the size of your storage unit, the volume calculation ultimately depends on the specific items being moved." SO which is it? The size of the Unit as **** quoted me or the items being moved as this person wrote????? They know they are wrong and their reviews on several review website reflect their honesty and how they treat customers. I just wish I hadn't felt I was being pressured to sign quickly while speaking with *******. This horrible incident would of never happened to me. Thank you again to the Better Business Bureau and to this company..I say...YOU KNOW YOU ARE WRONG FOR KEEPING A PERSON'S MONEY WHEN YOU DID NOTHING FOR THEM EXCEPT LIE AND SCAM THEM IN EVERY WAY YOU COULD.

  **** Westmoreland 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22919231
  
  I am rejecting this response because:

  Thank you to the Better Business Bureau in your assistance however, going back and forth with this dishonest company is unnecessary. **** solely based the new price on the size of the unit and did NOT ask me if there was anything in the unit other than what was shared on the Contract. As a matter of fact, he told me "TO DO THE **** ON A UNIT THAT SIZE". I did correct the 3 small children dresser as I NEVER said that to *******. I said "Two small three drawer dressers!" The last correspondence with whomever is responding to me says: "While we understand that you emphasized the size of your storage unit, the volume calculation ultimately depends on the specific items being moved." SO which is it? The size of the Unit as **** quoted me or the items being moved as this person wrote????? They know they are wrong and their reviews on several review website reflect their honesty and how they treat customers. I just wish I hadn't felt I was being pressured to sign quickly while speaking with *******. This horrible incident would of never happened to me. Thank you again to the Better Business Bureau and to this company..I say...YOU KNOW YOU ARE WRONG FOR KEEPING A PERSON'S MONEY WHEN YOU DID NOTHING FOR THEM EXCEPT LIE AND SCAM THEM IN EVERY WAY YOU COULD.

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

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was moved on December 20, 2024, at 6 PM, after spending an additional $1950 to CITA Van Lines, who broke a computer desk and several pieces of furniture gauged significant holes in the front door, left bookcases unassembled, and rode off to get dinner without telling us, leaving us to wonder if they'd return. I have called Metro Relocation several times to speak to the agent who booked this move, and I have not heard back from him or anyone at the company. Having notified CITA Van Lines of their crew's damages and unprofessional behavior has left me without a response.

  Business Response

  Date: 02/25/2025

  We sincerely regret to hear about your experience with Cita Van Lines and the challenges you faced during your move. Customer satisfaction is very important to us, and we understand how frustrating it can be when a move does not go as expected. To clarify, ************** is the licensed and registered carrier that handled your relocation, and any claims regarding damages or service concerns should be directed to them. However, we want to assure you that Metro Hop Relocation is here to assist you in filing a claim with them if needed. We can provide guidance on the claims process and work with you to ensure that your concerns are properly addressed. If you would like to proceed with filing a claim for the damaged items and any other concerns, please let us know, and we will be happy to assist you in getting started. We appreciate your patience and the opportunity to help resolve this matter. Our office phone number is ************. 

  Business Response

  Date: 02/25/2025

  I have attached the claims email we sent to ******. Had to called us to request this information we would have sent it sooner. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22884211
  
  I am rejecting this response because:

  I have filed an almost insurmountable amount of downloads to substantiate my claim against damages to furniture and home. I am still waiting for a response. I sent pictures of the damage months ago, and now we're doing this dance! I do not expect to ever get any money from them and hope that giving this business a negative BBB review will result. This process is a joke and hopefully, these companies will be deported. Cita Van Lines (DOT # *******) ****** ****
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/11/2025

  We understand how frustrating this experience has been for you, and we sincerely regret any delays in getting your concerns addressed. We want to clarify that your complaint is against **************, the licensed carrier that handled your move. Metro Hop Relocation does not process claims directly, but had we been made aware of your damages sooner, we would have promptly provided you with the claims information. We have now sent you the necessary claims instructions via email. To proceed, you will need to file your claim directly with the carrier through the process outlined in the email. If you need any assistance or have any questions, please do not hesitate to contact us. We are here to help in any way we can.
  

• Initial Complaint

  Date:01/15/2025

  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 had a scheduled move from ******** to **************. When calling for a timeframe for pickup I was given the window of 1-4pm the day of my scheduled move. I called around 2pm on the day of my scheduled move to see if they had a more specific time of arrival but was ok waiting until 4pm. The last I spoke to in customer service told me they would be there within the timeframe. I call back again at 3:55 after not hearing from anyone about a pickup. Talked to two different people they put me through to the dispatcher who then informed me my pickup would be 2-3 hours after my 1-4 window, making my pickup not until 6-7pm. I then get in contact with the customer service manager ******* ********. On the phone seeing what they can do for me as I am expected to have my items on the truck and loaded by now. She was quite defensive about the pickup window and how it is a range. Which I agree it is a range which I expect my items to be picked up within that time frame or at least a call about the driver running behind. Instead I got yelled at over the phone, offensively talked to by the head of customer service and told there was nothing I could be done to have my things picked up any sooner. I will be in contact with the owner as how this lady talked to me was completely out of line and inappropriate when it came to providing the customer with a service request. This is outrageous and I will NEVER be using this moving company again. I will also make it clear on all social media platforms that this is and ******* specifically is atrocious to work with. This has been nothing but a nightmare and as I write this review waiting for all of my things to be picked up 7 hours later I am frustrated beyond belief. This company will be hearing from me and I expect some actions to be taken against ******* specifically due to how poorly she talked/ yelled at me over the phone while trying to get some clarity on my driver arrival situation.

  Business Response

  Date: 01/16/2025

  Thank you for taking the time to share your feedback. We genuinely regret that your moving experience did not meet your expectations and apologize for any frustration caused. While we understand the concerns youve outlined, we would like to provide clarity regarding the events and processes involved in your move. Our records indicate that you were provided with an estimated arrival time within your requested two-day pickup window, as per our standard procedure. Its important to note that these estimates are subject to change due to factors such as traffic, weather, and unforeseen delays along the drivers route. We do confirm that the driver will call you when he is roughly 30 minutes away, providing you with a more accurate arrival time. While we strive to maintain clear communication, the nature of logistics sometimes makes it difficult to provide precise timing updates until closer to the scheduled window. Regarding your interaction with our team, we take concerns about professionalism very seriously and appreciate you bringing this to our attention. After conducting an internal review, it appears our representative was attempting to clarify the flexibility required within the pickup window. However, we understand that the communication may not have been handled as effectively or empathetically as it should have been. We sincerely apologize for any frustration caused during this interaction and want to assure you that we are addressing this matter with the employee involved to ensure it is handled appropriately. We are committed to upholding the highest standards of professionalism and will take the necessary steps to prevent similar situations in the future. We value your business and are committed to continuous improvement. While we must reiterate that your pickup was handled within the agreed-upon terms, we acknowledge that better communication could have alleviated some of your frustrations. Please be assured that your feedback will be used as an opportunity for growth and to refine how we manage customer interactions in the future. If you have additional concerns or require further assistance, please do not hesitate to reach out to me directly. We want to ensure that your transition to ************** concludes as smoothly as possible. Thank you for allowing us the opportunity to address your concerns.
  
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Order 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 company engages in fraudulent and unethical practices and will completely mis***resent themselves. They commit a number of ***** violations including:1. Mis***resenting services; a MetroHop salesman claimed they were a full moving service that "packages, ships, and unpacks your belongings." They even have doctored reviews and testimonials all from the same IP address that reinforces these claims: ************************************************************************************************** 2. Failure to provide customers with the ***** Handbook which details the rights a consumer has with both moving companies and brokers 3. Their estimates are not based on volume or weight, which is what is standard practice. They instead will try to have you sign a ***** **** of Lading. This will allow them to upcharge you after the delivery 4. They will also spam you with calls and push you to sign these contracts at the promise of a rate that will not be provided again. The fine print of these documents will contradict anything they sell you on the phone.Unfortunately for me, I know so much about all of this after falling victim to their scheme for my very first move. Had I been provided the ***** Handbook, which is standard practice, I would have clearly seen so many violations and wouldn't have followed through in signing a contract with them. I am not against admitting my own ignorance in signing a contract with them based purely on what their sales *** has told me, and in doing so I am paying a 'stupid tax' of an $1,800 deposit that I have no ground to get back. It is a hard pill for me to swallow both in terms of my pride and my wallet. My only hope in this review is that someone might read this and catch themselves before falling victim to their scheme. If I can save one person from falling victim, then I'd consider this worth it. I pray for the day the *** or ***** investigates them for shady and unethical business practices. Their business borderlines legality.

  Business Response

  Date: 12/05/2024

  Thank you for sharing your concerns. We sincerely regret that you feel this way about your experience, as our goal is always to provide clear, ethical, and professional service to all our customers. We would like to address the points you raised and provide clarification. MetroHop serves as a moving brokerage company, and we strive to communicate this clearly to all customers. We do not provide packing or unpacking services directly but work with licensed and vetted carriers to facilitate your move. All information about the scope of our services is detailed in the estimate provided at the time of booking. The FMCSA Your Rights and Responsibilities When You Move booklet is included as a link in the estimate sent to every customer, as required by federal regulations. We make this document readily available so that all customers can fully understand their rights and responsibilities before proceeding with their move. Our estimates are based on the cubic footage that is generated directly from your provided inventory list. The Bill of Lading, which is a federally required document, must be signed at least three days prior to pickup as part of the moving process. This is in compliance with ***** regulations and ensures that all details are confirmed prior to the start of the move. We ensure that all documents, including the Bill of Lading, are set up with your information, the total cost of the move, and the cubic footage details pre-filled prior to signing. We also strongly encourage all customers to carefully review their agreements to ensure full understanding before proceeding. We strive to be responsive and proactive in assisting our customers, particularly as they prepare for their move. Any follow-up calls or emails are intended to ensure the process is on track and to address any questions or concerns. Our contracts and terms, including all pricing and conditions, are transparently outlined in the documents shared with you. We understand that moving can be a stressful experience, especially if it is your first time. We sincerely regret if there was any confusion or frustration during this process. If you would like to discuss your concerns further, we are here to assist and clarify any remaining questions. Thank you for sharing your feedback, and we truly wish you the best in your future endeavors.
  
  
  
  
  
  

• Initial Complaint

  Date:11/13/2024

  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.

  In September 2024, MetroHop brokered a deal with **************** moving company to transport a relatively small load of items from ******, **, to ************, **, promising that the items would be delivered within 14 to 21 business days of pickup, and that MetroHop would be reachable for their service throughout the delivery. None of this was true. MetroHop did not give **************** all of the details of the move, nor did MetroHop ensure with A.K. that my delivery could be within that time window, and their prices also went up from the initial estimate despite my list of items not changing. My items were picked up by the movers on Saturday, September 21. Because MetroHop did not share the final destination with the movers and the movers were forced to confirm with me, their count for delivery window begins on Monday, October 7. Even from that start date as of today, Nov 13, were at Day 28, and the items are STILL not on a truck to the delivery point, which is a few days drive (if there are no other stops) from their storage warehouse in *******, **. If we count from pickup, were 38 business days since.I paid over $3,000 to hire MetroHop for them to completely wash their hands of my business the moment they had their money and throw everything into the lap of another ********** not hire them under any circumstances.

  Business Response

  Date: 11/14/2024

  We appreciate you taking the time to share your experience, and were truly sorry to hear about the frustration youve encountered. At Metro Hop, we strive to ensure a smooth moving process for all of our clients, and its disappointing to learn that your experience did not meet these expectations. While we coordinate services with fully licensed and registered moving carriers like ***********************, we provide estimated timelines and pricing based on the information shared during the booking process. Its important to note that these estimates are intended to offer a realistic range, but unforeseen circumstances can impact the final schedule. Additionally, Metro Hop does not benefit financially from any price adjustments; any increase in cost typically reflects changes in the scope of service required, such as additional volume or packing. Please know that we are still here to assist and facilitate communication to ensure your items are delivered as quickly as possible. Our goal is to make things right and support you throughout the entire process. If you have any further questions or need assistance, please reach out to our customer support team directly so we can work together toward a resolution. Thank you for your feedback, and we sincerely hope to address your concerns.
  
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22552405
  
  I am rejecting this response because:

  MetroHop falsely advertises that their deliveries will arrive within 14 to 21 days, and that they can guarantee a safe and responsive experience. What they don't tell you is that they are merely a middle man, who completely washes their hands of your business as soon as they've dumped your delivery onto another service without the proper information for that delivery to arrive in time. My items were picked up on September 21, 2024, and not delivered until November 18. I was promised continued communication about when my delivery would arrive, I had to chase this information, and I was supposed to be made aware at least 48 to 72 hours before delivery. I was given 4 hours notice and had to miss a day of work to accept delivery. When I called MetroHop's customer service I was spoken to rudely and told "Sorry about your luck" and "it's not our problem." 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/25/2024

  Thank you for sharing your concerns and giving us the opportunity to address your experience. We understand that moving can be an incredibly stressful time, and were truly sorry to hear that you feel let down by the process. Your feedback is important to us, and we would like to clarify a few points to provide a clearer understanding of what occurred. Metro Hop operates as a moving brokerage company, which means we work with a network of licensed carriers to secure the best possible solutions for our customers. While we aim to be transparent about this process, we understand that this may not have been clear at the time of booking, and we apologize if there was any miscommunication. Regarding your move, we promptly worked to accommodate your urgent request and secure a truck heading to your destination, as promised. Weather delays and unforeseen logistical challenges, while unfortunate, are sometimes beyond our control. Regarding the pricing, the initial estimate provided is based on the details shared with us at the time of booking. Any changes in the final cost result from adjustments to the inventory or additional services that you request at the time of pickup. We also take customer communication very seriously and are disappointed to hear you felt unsupported during the process. Our intention is always to remain accessible and assist in resolving any concerns that arise. We will review this matter internally to ensure any potential breakdown in communication is addressed. Finally, we deeply regret that you feel taken advantage of. Metro Hop is committed to treating all customers with respect and care. Your feedback will help us improve, and we sincerely apologize for any part of your experience that left you feeling otherwise. If you would like to discuss this further or if there is anything we can do to assist you, please dont hesitate to contact us directly. We genuinely value your business and wish you the very best.
  
  
  

   

  
  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22552405
  
  I am rejecting this response because:
  

  This is a form letter that they release to any and all complaints. They have it drafted because they have dealt with these complaints before and they will again. That's an issue that the BBB should take seriously. Should a business continue to operate knowing that they're going to be constantly "apologizing" to their clients with the same form letter drafted by a high price lawyer? When does the BBB step in to address the issue and stop allowing apologies to substitute for service?

  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 11/26/2024

  Cool. Thanks for a waste of time and not protecting any consumers from further complaints.

• Initial Complaint

  Date:11/05/2024

  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 are filing this complaint to warn others about our experience with Metro Hop Relocation LLC. This companys unprofessionalism, deceptive pricing practices, and lack of communication turned our move into a costly ****************** Delay and Lack of Communication Metro Hops manager, ****** ******** promised our belongings would arrive by November 2, 2024. Without any notice, they missed this date, and we only learned of a 4-5 day delay by contacting the subcontracted movers ourselves. Despite repeated attempts to reach Mr. ******** he ignored emails, routed calls to voicemail, and avoided accountability. We finally reached him from a new phone number, but he quickly transferred us to customer service, disregarding our questions. This left us in a stressful situation with no confirmed delivery date.Deceptive and Unexpected Cost Increase We initially received a binding estimate of $6,920.00, based on the volume and weight of our items. However, on moving day, the subcontracted movers suddenly raised the cost to nearly $10,000.00, claiming our items took up more spacewithout mentioning any weight changes or new items. This sudden cost increase was shocking, especially as wed already paid a deposit of $7,338.00, more than the original estimate. When we reached out to Mr. ******* to clarify this discrepancy, he briefly responded but then cut off all communication, leaving us to deal with the carrier alone.Additional Financial Burden Due to Delays Because of Metro Hops delivery delay and lack of transparency, weve had to pay for hotel accommodations since November 2 and will continue to incur costs until our belongings arrive. This has been one of the worst experiences weve had with a company. We strongly urge others to avoid Metro Hop Relocation, as they have shown a complete disregard for honesty, customer care, and transparency. Save yourself the stress, financial burden, and frustrationdo not trust Metro Hop Relocation with your move.

  Business Response

  Date: 11/06/2024

  Were truly sorry to hear that youre dissatisfied with your experience with Metro Hop Relocation, as customer satisfaction is at the core of our business values. We work hard to ensure clear and transparent communication with all our customers, and wed like to address the points you raised. Regarding the cost of your move, we understand that receiving a higher charge than the initial estimate can be frustrating. At Metro Hop, we provide an estimate based on the inventory list provided by our customers before moving day. This estimate locks in a rate per cubic foot, ensuring that if additional items are added, they are charged at the agreed-upon rate. On moving day, you were given the option to move only the items on the original inventory for the initial estimate. However, additional items meant a larger volume than originally calculated, and you were informed that this would increase the overall cost. At that time, you chose to include the additional items, which were charged accordingly.
  

  Regarding the delivery timeline, we apologize for any delays and the inconvenience this may have caused. We provide suggested delivery windows based on mileage and our previous experience with moves over similar distances. However, its stated in the estimate and explained verbally that all moving carriers are allotted up to 21 business days for delivery. While we strive to keep customers updated throughout the process, we regret any communication gaps that may have left you feeling unsupported. Our goal is always to provide transparency and consistent communication.
  

  We genuinely appreciate your feedback, as it helps us improve our processes and communication. We hope that the remainder of your experience with us meets your expectations. If theres anything we can do to address any remaining concerns, please feel free to reach out to our customer service team.
  

  Sincerely,
  The Metro Hop Relocation Team
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22517487
  
  I am rejecting this response because:
  When first speaking with ******, I advised him of my dilemma regarding my move. I informed him I would be arriving in ********** on the 2nd and I had just found out that my original moving company, ***********, had gone out of business and could they handle a move this quickly. After checking with his manager he informed me they had a truck going to *********** and could handle my move to ******. If I could they offered me a discount for doing so.  What I didnt know then but do now is I was dealing with a broker and I have since found out my account was brokered 4 times. My things ended up in ****** and delivery was delayed 2 more days because of weather.  
  

  Of course if I had a lot more things than I told ****** I would expect to pay some more but $4,000 extra was outrageous. I had no choice but to agree to the price increase and companies basically have you held hostage at this point and when it is delivered as well.  How am I supposed to check the cubic feet when they have 3 or 4 loads on the truck?

  
  The delay in getting my things caused me to have to pay for a hotel costing me another $1,000 on top of the extra $4,000.

  in addition Metro Hop stopped communicating with me or my daughter and when I asked a friend to call from his phone he was immediately transferred to the front office and no one would answer our calls    This was after assuring my daughter and I he would be the point person all through the move.

  I had my daughter on the call with me because as a senior citizen I always feel like someone is trying to scam me and while I wasnt scammed I was highly taken advantage of   Metro Hop and ******************* should be ashamed of the way they treat elderly customers   I absolutely would never recommend them and reject their canned response

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

  Business Response

  Date: 11/20/2024

  Thank you for sharing your concerns and giving us the opportunity to address your experience. We understand that moving can be an incredibly stressful time, and were truly sorry to hear that you feel let down by the process. Your feedback is important to us, and we would like to clarify a few points to provide a clearer understanding of what occurred. Metro Hop operates as a moving brokerage company, which means we work with a network of licensed carriers to secure the best possible solutions for our customers. While we aim to be transparent about this process, we understand that this may not have been clear at the time of booking, and we apologize if there was any miscommunication. Regarding your move, we promptly worked to accommodate your urgent request and secure a truck heading to your destination, as promised. Weather delays and unforeseen logistical challenges, while unfortunate, are sometimes beyond your carrier's control. Regarding the pricing, the initial estimate provided is based on the details shared with us at the time of booking. Any changes in the final cost result from adjustments to the inventory or additional services required during the move which are charged, if you chose to move forward with those additional services, at the agreed upon rate. We also take customer communication very seriously and are disappointed to hear you felt unsupported during the process. Our intention is always to remain accessible and assist in resolving any concerns that arise. We will review this matter internally to ensure any potential breakdown in communication is addressed. Finally, we deeply regret that you feel taken advantage of. Metro Hop is committed to treating all customers with respect and care, especially our senior customers. Your feedback will help us improve, and we sincerely apologize for any part of your experience that left you feeling otherwise. If you would like to discuss this further or if there is anything we can do to assist you, please dont hesitate to contact us directly. We genuinely value your business and wish you the very best.
  

• Initial Complaint

  Date:10/25/2024

  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.

  October 1, 2024 Contacted and retained Metro Hop to move my furniture.Metro hop took the money but did not show up. Metro Hop claimed to have given the Job to a second party named Peregrine movers who was not located in ******* and listed a fraudulent address that is an abandoned house.I was contacted by a 3rd party with no address operating out of a rental storage unit near ***************. They would not give me their address and I was only lucky enough to get their phone number. When I discovered it was a scam I canceled the move. I have contacted Metro Hop in ******* several times they refuse to help. When I said I was contacting BBB they equated it to a militant jehaudist militant group that extorted businesses like Metro Hop. I knew then these guys were scared of BBB but now will not answer any of my calls. Id be happy to supply more information if needed. Thanks so much for your help ***** ******

  Business Response

  Date: 11/06/2024

  Thank you for reaching out and sharing your experience with us. We apologize for any frustration this situation may have caused. At Metro Hop, we prioritize transparent communication and are committed to ensuring that all carriers we work with are fully licensed and registered through the federal government. ****************, the carrier assigned to your move, meets these regulatory requirements, and their information was provided to you in compliance with federal guidelines. As per our terms, customers have a three-day period after receiving their carrier information to cancel without penalty. While we understand your concerns, the cancellation was made outside of this window. However, we want to ensure you have a positive experience moving forward. We can provide you with a new carrier at your convenience, and your deposit can be applied toward a future move for up to a year. We understand how important it is for our customers to feel secure throughout the moving process, and we apologize if any aspect of our communication fell short of your expectations. Our team remains available to address any questions or concerns and to assist in any way we can. Thank you for your patience and for giving us the opportunity to make things right.

  Warm regards,
  The Metro Hop Team
  
  
  

  
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22476083
  
  I am rejecting this response because: The response from Metro Hop was fraudulent concerning ***************** in *******.  That company does not exist in *******.  I would like their contact number, their  place of business and a person I am able to contact directly.  

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

  Customer Answer

  Date: 11/06/2024

  I just verbally talked with metro hop.  They said they had assigned me to another Company Named Perrigrine in *******.  Perrigrine does not exist and so my order was reassigned to a group that will not give their address or contact information. Metro Hop has my money and will not refund it or any portion.  Metro Hop says they have they entire funds and will not even give them to one of the subcontractors they say were reassigned my order.  Please ask them to call or indicate with you how Metro Hop and I can come to a mutually agreed on solution.  

  Business Response

  Date: 11/07/2024

  Hi there, I'm sorry to hear about the frustration you're experiencing; its clear this situation has been stressful for you. However, there may be a misunderstanding regarding the handling of your order and the companies involved. Metro Hop does not recommend carrier's that are not licensed and registered through the federal government. We also verify their safety rating with the *****. If you would like to verify that they are active, their Department of Transportation number is *******. If you would like to continue with the move with that carrier or a new carrier, you may utilize your deposit for up to a year. If you need any further assistance, please give us a call at ************.