Complaints

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

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  Bellhop, Inc.

  1110 Market St STE 502 Chattanooga, TN 37402-3310

• 

  Bellhop, Inc.

  79 E 7th Ave Columbus, OH 43201-2561

• 

  Bellhops Moving Services

  1 Whitford Dr Durham, NC 27705

• 

  Bellhops Moving Services

  416 Knolls St Chapel Hill, NC 27516-2624

• 

  Bellhops, Inc.

  215 Fosdick St # 2 Cincinnati, OH 45219

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:04/04/2025

  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.

  Company Name: Bellhop, Inc. Complaint Summary: Bellhop damaged my high-value television during a move and refused to honor the coverage I paid for. ? Complaint Details: On March 30, 2025, I hired Bellhop for a local move and paid for Option 2 – Actual Cash Value Protection, which included $10,000 in declared coverage. During the move, Bellhop’s crew handled and wrapped my 75” Samsung Frame TV without a box. I specifically asked them to be careful with the edges and even offered additional blankets because they appeared short on padding. The crew did not advise that a box was required or that failure to use one would void any protection. After discovering the TV was damaged post-move, I submitted a claim in good faith. Bellhop later denied the claim, citing a clause in their contract stating that unboxed electronics are not covered. However, this clause was never communicated to me at the time of booking or during the move — and the movers made the packaging decision themselves. I was not given the opportunity to provide a box, nor was I warned that failing to do so would eliminate protection under the plan I paid for. Adding to the issue, the move took longer than estimated, and I was charged approximately $300 more. The assigned crew (2 movers) indicated that the job should have been assigned 3 movers, but Bellhop’s system under-assigned it. I was asked to help carry items myself, which contributed to delays. Despite a respectful and well-documented claim, Bellhop only offered to refund the $42 coverage fee as a “gesture of goodwill” and refused further resolution. I believe this situation reflects a failure to communicate critical policy terms and to deliver the professional handling promised. ? Resolution Requested: • Partial or full reimbursement for the damaged TV (approx. $1,300–$1,600 after deductible and depreciation) • OR a waiver/refund of the $300 in overage charges resulting from Bellhop’s staffing misallocation

  Business Response

  Date: 04/14/2025

  Business Bureau and ******* Okafor,

  Thank you for the opportunity to respond. We’re genuinely sorry that ******* experienced frustration during and after their move with us. We take all concerns seriously and appreciate the chance to clarify our position and the steps we’ve taken.

  Damage to Television and Coverage Limitations
  The damage to the customer’s 75” Samsung Frame TV is understandably disappointing. While we do offer valuation protection options, our Terms of Service (Section 10.5) clearly state that Bellhop is not liable for damage to electronics — including televisions — that are not properly boxed in manufacturer or equivalent packaging. This is standard across the moving industry and in place to minimize the high risk of damage to fragile electronics.

  Our crew lead, Majid, advised against moving the TV due to its size and fragility and requested the customer sign a liability waiver for this reason. The customer confirmed that they still wanted the item moved and assisted during the process. While extra padding (including customer-supplied blankets) was used, this does not substitute the level of protection provided by proper boxing. Because the item was moved unboxed and outside the scope of our protected services, the damage falls outside our coverage terms.

  That said, we waived the $42 protection fee as a gesture of goodwill and in acknowledgment that our team could have more clearly reiterated this policy during the move.

  Concerns About Move Duration and Staffing

  We also understand concerns about move duration and cost. While the booking was made for two movers based on the inventory submitted at the time of booking, we acknowledge that the scope of the job required more assistance (this was also subject to the Cx not mentioning the elevator was not available for use since the move was on a 3rd floor). We sincerely regret the impact of that underestimation. To help offset the added cost, we applied the following adjustments:

  $87.50 discount (10%) due to the team requesting assistance and delays experienced
  $42.48 adjustment for excess time logged due to a team member clocking out late
  $42 waiver for the valuation coverage as noted above

  Total Compensation: $172.98

  We believe this resolution is fair given the services delivered and the limits of our liability as disclosed in our Terms of Service. The move was completed, and we made meaningful adjustments to reflect the areas where we fell short.
  If the customer would like additional clarification or wishes to reopen the claim with further supporting documentation, our team is happy to review it again. However, at this time, we will not be issuing additional refunds beyond what has already been processed.
  We sincerely regret that this experience did not meet expectations and thank the customer for their prior business.

  Sincerely,
  Bellhop Support Team

  Customer Answer

  Date: 04/15/2025

  
  I am rejecting this response because:
  

  I need to correct several key inaccuracies in Bellhop’s statement.

  Bellhop claims that their crew lead, Majid, advised against moving my television and asked me to sign a liability waiver. This is completely false. I was never presented with a waiver, nor was I told one was required to move the TV. If I had declined to sign a waiver, there should be a record of that — but there isn’t, because no such waiver was offered.
  
  Additionally, I have video evidence from the morning of the move clearly showing the TV completely unwrapped and sitting in place before the movers arrived. I also followed up directly with Majid via text after Bellhop’s internal claims team shared feedback that conflicted with my experience. In the message, I explained that the TV was not wrapped and that I was surprised by what had been reported. I also reminded him that I personally offered an additional blanket after the crew said they were short. I’ve attached a screenshot of this conversation for reference — Majid never responded. 
  
  At no point was I warned that moving the TV would void my coverage, or told that a waiver was needed. The movers made the decision to wrap and move the item themselves, and I trusted their professional handling — especially since I had paid for enhanced coverage. To suggest now that I was warned and waived liability is simply untrue.
  
  If a waiver was truly required, the team should have refused to move the item without one. The fact that they moved it anyway — without any written or verbal waiver — shows that either the policy was not followed or was never communicated.
  
  To Bellhop’s credit, I do appreciate the adjustments made to the billing total and the partial refund applied after I raised concerns about the crew size and delays. However, the issue of the damaged TV remains unresolved and is being further misrepresented here. I am not asking for anything unreasonable — only a fair resolution given the circumstances and the documented facts.
  
  I’m happy to provide the video mentioned above directly if needed.
  

  Business Response

  Date: 04/22/2025

  Dear Better Business Bureau and Mr. ******,

  Thank you again for your follow-up. We appreciate the opportunity to respond to your concerns and clarify the reasoning behind our position.

  Liability and Terms of Service Agreement

  We want to respectfully reiterate that, as outlined in Section 10.5 of our publicly available Terms of Service, Bellhop is not liable for damage to televisions or other electronics that are not properly boxed in original or equivalent packaging. This is a consistent industry-wide standard and one we highlight clearly in the service agreement, which you agreed to upon booking.

  Whether or not a verbal warning or waiver was presented at the time of service, the responsibility for proper packaging—including the boxing of sensitive electronics—remains with the customer, particularly in moves where packing services were not booked. While your text message follow-up with the crew lead is noted, our obligation to protect unboxed electronics is clearly limited by our policy, regardless of on-site discussion or verbal intent.

  Coverage Selection and Damage Compensation

  Although you selected enhanced coverage, the protection under that policy also requires that qualifying items be properly packaged. Since the television was unboxed at the time of handling, this unfortunately voided that portion of the coverage, per the policy terms.
  To acknowledge the communication gap regarding this limitation, and as a gesture of goodwill, we previously waived the $42 coverage fee and applied further billing adjustments, totaling $172.98 in discounts:

  $87.50 for reduced team efficiency and the need for customer assistance
  $42.48 due to billing time adjustments
  $42.00 waiver of the coverage fee

  Final Resolution

  We understand and regret that your experience did not reflect the standard we strive to uphold. However, at this time, we are standing by our original resolution. All compensation applicable under our policies and contractual terms has already been extended, and we will not be issuing additional refunds or reimbursements beyond what has already been processed.

  We genuinely appreciate your prior business and feedback, and we will continue using this experience to improve our communication and expectations with future customers.

• Initial Complaint

  Date:03/11/2025

  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.

  A contract was agreed to provide moving services from Florida to Wisconsin. Bellhop was supposed to provide professional movers for the loading and unloading. The movers showed up without tools, and I had to provide them with tools, they improperly prepare my furniture for transport, and incorrectly loaded the trucks. On the unloading part not enough movers showed up, and it took them almost 12 hours to unload the trucks, they didn't stage my belongings nor assemble my furniture.. Include several items damaged or broken.

  Business Response

  Date: 03/18/2025

  We sincerely apologize for the challenges you experienced during your move from Florida to Wisconsin. Our goal is always to provide a smooth and professional moving experience, and we regret that we fell short of expectations in this instance.

  Our movers did their best to properly load the truck based on the available resources. We were made aware by our carrier at the time of the move that there were missing blankets, which we acknowledge may have impacted how some items were secured, we do have to reiterate we applied a discount for this inconvenience. Regarding the unloading process, while we made every effort to secure the full team of four movers as originally scheduled, we were unfortunately only able to provide two movers. We acknowledge that this caused delays, and we understand how frustrating that must have been. As a result, we issued the following discounts to help make up for the inconvenience:

  
  Missing/Insufficient Equipment (Not enough blankets): -$100.00
  Worker No-Show (2 out of 4 movers did not arrive for unloading): -$700.00
  Overpayment Refund (Honor original pricing due to order change): -$28.09

  Total Discount: $828.09

  It’s important to clarify that customer experience discounts are separate from any claims for damages. We have allowed you to file a claim, which is currently being handled by our claims department. They will assess any reported damages through the proper process.
  

  While we regret the difficulties you encountered, we did take action to address the issues through these adjustments. We appreciate your feedback and take it seriously as we work to improve our services. If there’s anything else we can do to assist, please don’t hesitate to reach out.

  Customer Answer

  Date: 03/18/2025

   
  I am rejecting this response because:
  
  The credit compensation is not enough to cover the amount of work me and my brother had to do complete all the work needed. None of my furniture was assembled, none of my garage storage was staged, there is still furniture wrapped in the moving blankets. We even had to help the two movers that only showed up for the unloading. We had to work with them for almost 12 hours just to finish unloading. Some office lady told me over the phone that she was coordinating for some personal to come back the next day and assemble my stuff, they didn’t showed up either.

  I was charged a great amount of money for the service they were supposed to provide, and I ended up doing half of the work and their solution is to give me a $800?

  Business Response

  Date: 03/27/2025

  Thank you for your response *******.

  We understand that your move did not go as expected, and we regret any frustration this caused. However, we must reiterate that we have taken multiple steps to address your concerns.

  While we acknowledge that fewer movers were available for unloading, the job was completed as all of the items were successfully unloaded. To make up for the inconvenience, we provided a significant discount of $828.09, which included compensation for missing equipment, reduced crew availability, and honoring the original pricing despite additional time being needed because we understand that was on our end. Additionally, we assumed the cost of the extended unloading time due to the reduced crew rather than charging for the additional labor hours as we're owning the inconvenience caused.

  Regarding assembly, we regret any miscommunication about a follow-up visit. However, per our standard service agreement, staging of items and furniture is not a guaranteed service. While we always strive to provide the best possible service, we believe the discounts provided were fair and reasonable given the circumstances.
  At this time, we have done our best discount to make up for the length of the move.

  Customer Answer

  Date: 03/27/2025

  
  I am rejecting this response because:
  
  No steps were taken by the company to remedy the breach in service promise made by their sales person and established in the contracted quote. It is incredibly dishonest to even mention not charging me for the extra hours it took the unloading crew to finish the job when that situation was created by their lack of operational support. All the extra work required to complete the unloading was done by me and my brother, to include furniture assembly which was supposed to be part of the contract. As far as compensation for my “troubles” the miserable $800+ credit applied is an insult, and only shows how poorly this company cares about their customers. 
  

  Unless a higher credit amount is credited to cover all the work, tool use, and aggrievances caused by the lack of professionalism and care I will not be satisfied with the results.

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising 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 went on the website to see how expensive the moving service is from Bellhop Moving, for a move from Georgetown to Austin, because I have almost nothing to move. The website required that I give my cell phone number to receive a quote. The minimum price was way move than I wanted to spend so I stopped my inquiry online. The company has been calling and texting me non-stop. I told them that I do not want their services. I asked them to please stop calling and texting me. They will not stop. I keep blocking their numbers, but they keep using new phone numbers, and they will not stop calling and texting me. This is harassment at this point. I feel that it may become criminal harassment. Please tell them to stop calling and texting me from new numbers. I just want them to leave me alone. I don't want to have to get a new phone. This is beyond belief.

  Business Response

  Date: 03/11/2025

  We sincerely apologize for the inconvenience and frustration caused by the repeated calls and texts after you requested no further contact. This is not the experience we want anyone to have, and we truly regret that our system did not honor your request in a timely manner.

  Please know that we have now added your information to our Do Not Contact list to ensure you no longer receive any further outreach from us. This situation is not typical, and we believe it may have been caused by an unexpected system bug. While this is not an excuse, we are actively reviewing our processes to prevent this from happening again in the future.

  We appreciate you bringing this to our attention, and we deeply regret any frustration this caused. If there is anything else we can do to assist you, please let us know.

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23014958, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sarah Braasch

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Move on October 9, 2024. Movers damages furniture and belongings and several items went missing. I filed a claimed for the damage and after following up was told there was no record of a claim. I asked to file a new claim and was told it was then too late to file a claim. This business is a scam and refuses to stand by their services and is too cheap to hire vetted, trained movers.

  Business Response

  Date: 03/03/2025

  Hi *****,

  We regret that you were not satisfied with your moving experience and understand your frustration regarding the claims process. However, we would like to clarify the timeline and policies regarding your claim.

  Our records show that you were provided with our claims form within the required timeframe, as our policy allows for claims to be submitted within 10 business days after a move. Unfortunately, we did not receive a completed submission from you within that period. When you attempted to file a claim in December—more than two months after your move—we were unable to process it, as it was well outside our stated claims window outlined in our Terms of Service.

  We understand that moving can be a hectic process, and we truly regret that we were unable to assist further due to the delay in submission. However, we do stand by our policies, which are in place to ensure a fair and efficient resolution process for all customers.
  If you have any further concerns, please feel free to reach out.

  Customer Answer

  Date: 03/03/2025

  
  I am rejecting this response. If you’re not going to cover the thousands of dollars worth of damage your “movers” made to my belongings you can at the very least reimburse me for the cost of my move since I paid for “professional” moving service and at best received mediocre service and had to unload my own belonging from the truck.

  Business Response

  Date: 03/11/2025

  We regret that you were not satisfied with your experience. However, we must reaffirm that our claims policy, as outlined, allows for claims to be submitted within 10 business days of the move.

  While we did provide you with the claims form within this window, we did not receive a completed submission from you. Unfortunately, since your claim was attempted more than two months after your move, we are unable to process it.

  Regarding your request for a full refund, we do not issue refunds for completed services. While we recognize that your experience did not meet your expectations, our team did fulfill the move as scheduled. We stand by our policies, which are designed to ensure a fair process for all customers.

  If you have any further questions, please feel free to reach out.

  Customer Answer

  Date: 03/11/2025

  
  
  This is absurd customer service. DO SOMETHING. 
  

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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 created an online quote with this company for informational purposes. Afterwards I was inundated with phone calls and texts, with the phone calls coming from different numbers so they couldn't be blocked effectively. I answered 3 of the calls and asked not to be contacted again, however I still received calls. I also texted back twice to ask them to stop calling me. My texts were never responded to and I kept receiving calls.

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the inconvenience and frustration caused by the repeated calls and texts after you requested no further contact. This is not the experience we want anyone to have, and we truly regret that our system did not honor your request in a timely manner.

  Please know that we have now added your information to our Do Not Contact list to ensure you no longer receive any further outreach from us. This situation is not typical, and we believe it may have been caused by an unexpected system bug. While this is not an excuse, we are actively reviewing our processes to prevent this from happening again in the future.

  We appreciate you bringing this to our attention, and we deeply regret any frustration this caused. If there is anything else we can do to assist you, please let us know.

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22945772, and find that this resolution is satisfactory to me.
  

• Initial Complaint

  Date:02/12/2025

  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.

  Bellhop Movers Date of Contracted Move- January 30, 2025 Start Time in Contract- 8am Long Distance Move from Phoenix, AZ to Dallas, TX Truck was delayed 8.5 hrs and arrived at 4:30pm. Lead mover came smelling intensely of marijuana. 2 out of the 4 loaders were not trained properly. Customer was assured prior to the moving date that the movers would disassemble and pack furniture with moving blankets and shrink wrap supplied by the moving truck. When the truck arrived at 4:30pm, there were 6 tattered blankets and no shrink wrap. The moving company sent the truck driver with an uber to buy more moving supplies- he came back with 9 small moving blankets. When the driver left, he took the truck key with him and we could not operate the lift gate to put furniture into the truck. Productivity was low and our family had to be very involved and had to take the initiative to finish packing the truck because the lead mover kept complaining everything would not fit. 3 out of 4 movers stood in the street watching my husband and father-in-law pack the truck for the last 2 hours. The entire loading/move was estimated to take 4 hours, it took 9 hours and finished at 12am, what should have been completed around 1pm. We had booked 2 hotel rooms in El Paso the night of 1/30- we had to eat the cost of those rooms because of the delays and had planned to arrive in Dallas the next day. Had to book 2 hotel rooms in AZ that night because everything had been packed in the moving truck as well as another 2 additional hotel rooms in Texas. The moving coordinator I had been working with, Arsie, had me send over the bookings and had told me she escalated the issues and kept telling me a supervisor would be in contact, and that we would determine compensation at the end of the move. After the move was completed, they charged my CC fully and told me $350 would be the max refund, when that doesn't even cover the cost of 2 out of 3 hotels we booked because of the delay. Many items came damaged.

  Business Response

  Date: 02/13/2025

  We sincerely apologize for the experience you had during your move from Phoenix to Dallas. We understand that moving is already a stressful process, and delays or issues on move day only add to that frustration. We deeply regret that we did not meet your expectations and appreciate you bringing these concerns to our attention.

  Regarding the truck delay, we acknowledge that the arrival time was significantly later than expected. While unforeseen logistical challenges can sometimes occur in long-distance moves, we fully recognize the impact this had on your schedule and plans.

  We also take your concerns regarding the movers' professionalism and preparedness very seriously. Bellhop expects all of our movers to conduct themselves professionally and be fully capable of handling moving tasks. We have escalated the concerns about the lead mover’s conduct and the team’s efficiency to our internal review team, and we will take appropriate steps to ensure higher service standards in the future.

  With regard to packing materials and equipment, Bellhop long-distance moves do include furniture disassembly, blankets, and shrink wrap as part of the service. However, we regret that the supplies available were insufficient and that additional materials had to be purchased mid-move. This is not the level of preparation we strive for, and we are actively addressing this internally with our logistics team.

  We also understand that the extended loading time resulted in additional expenses for hotel stays and impacted your travel timeline. While we sympathize with the inconvenience caused, as previously communicated, the maximum refund we can offer is $350, which has already been processed. Unfortunately, we are unable to cover all additional expenses beyond this amount.

  Below is the breakdown of this refund:
  Late truck arrival (10 hours x $25/hr): $250
  Missing / Insufficient Equipment: $50
  Worker Skills / Ability: $50

  Lastly, regarding your concern about damaged items, we encourage you to submit a formal damage claim if you haven’t already. Our claims team will review it in accordance with our damage protection policy.

  We truly regret that your move did not go as planned, and we appreciate your honest feedback. While we cannot change what happened, we are using this experience to reinforce better coordination, preparedness, and professionalism across our teams. If you have any further questions or need assistance with the claims process, please feel free to reach out.

  Customer Answer

  Date: 02/15/2025

  
  I am rejecting this response because:

  While I appreciate the offer of a $350 refund, I must express my disappointment as this amount does not even come close to adequately covering the costs of the delay we experienced from Thursday's sequence of events. As a result of the postponement, we were forced to book additional hotel accommodations, not to mention the hotel bookings we had to eat the cost of on the night of the move since we were unable to drive from Phoenix to El Paso that night. We also had to go out multiple times throughout the day to purchase additional moving blankets, bubble wrap and shrink wrap since the truck only came with 6 ripped blankets. 
  
  Many of our items arrived damaged and broken, which we will be submitting official claims for. I do have a video of the end of the night of my husband, father-in-law and Robert packing the truck, while the other guys, Demetrius, Daniel and Mason stood watching and talking, which I can send to you if you would like. 
  
  Given the circumstances, we are requesting further compensation in the amount of $2,000 to help cover the additional costs and the inconvenience this situation has caused my family. I believe this is a reasonable request considering the level of service provided and the unique challenges faced during the moving process.
  
  I hope we can resolve this matter amicably and look forward to your timely response. 
  
  Thank you for your attention to this issue.

  Business Response

  Date: 02/24/2025

  We appreciate your continued feedback and understand your frustration regarding your moving experience. Our goal is always to provide a seamless and stress-free move, and we sincerely regret that we fell short of that expectation in your case.

  As previously mentioned, our team has already processed a $350 courtesy refund based on the delays and service issues encountered. While we understand that you are requesting additional compensation, we want to clarify that customer experience-related discounts are separate from our claims process. Any claims for damaged items should be submitted through our standard claims procedure, where they will be reviewed in accordance with our damage protection policy.

  That said, in consideration of the additional hotel stay your family had to incur due to the delays, we are providing an additional $150, bringing the total refund to $500. This will be our final adjustment regarding your move, and we will not be able to consider any further compensation beyond this amount.
  If you have not yet done so, we encourage you to submit a formal claim for damaged items so that it can be properly assessed by our claims team. We remain committed to assisting you through that process and ensuring it is handled fairly.

  We appreciate your time and feedback, and we truly regret the challenges you faced during your move. Please let us know if you need guidance on submitting your damage claim.

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 to move me from my 1st floor 2 bedroom to a 2 bedroom townhouse 15 minutes away. I prepaid for 4 hours. It took their 2 movers 8 hours to move everything. I’ve moved this same amount of stuff 12 times and it has taken every other company I’ve hired 3.5-4.5 hours including travel time. One of the movers was moving items one by one and did not use the provided dolly leaving the bulk of the work on the team lead. The team lead admitted this to the supervisor. The reservation person assured me that the movers would come with tools to disassemble my furniture but they brought a single screwdriver and couldn’t disassemble my bed frame so it was left in my living room. I was told I could call Bellhop so they could send two guys another day to finish but when I spoke to customer service, she said she would need to charge me because it’s a new move. It is not a new move. It is the continuation of an existing move that was not completed. I had to hire someone else to come and move my bed frame. I asked to speak to a supervisor and even though they immediately charged for extra 4 hours, in order to speak to a supervisor I have to wait 24-48 hours. The supervisor called me back and said he could only offer a 10% discount on a $1700 bill and they could do nothing about my bed frame and I will have to call a “specialized” mover to finish the move. I refused and asked for a refund for the extra hours. he said he would escalate to someone else. another 48 hours later and he called me back and continued to emphasize that their policy is 10% discount only and that they could make an exception for $260 credit. I said no I’d like to escalate this. He said it would be another 48 hours. It has now been 72 hours and no call back. Their mover admitted that they could not complete the move and that one of the movers refused to use the dolly and was moving one item at a time taking his sweet time, but they refuse to credit me for the extra hours of work that they caused.

  Business Response

  Date: 12/26/2024

  Thank you for bringing your concerns to our attention. We sincerely regret that your experience did not meet your expectations and understand how frustrating this situation must have been for you.
  Regarding the concerns raised:

  Assembly and Disassembly Services:
  As outlined in our Terms of Service, Bellhop provides basic disassembly and assembly as part of our moving services. However, specialized furniture disassembly, such as handling complex bed frames, falls outside the scope of the services we offer. Our movers bring basic tools for simple tasks, and we apologize if this was not clearly communicated during your booking.

  Extended Move Duration:
  While we strive to complete every move efficiently, actual move times can vary based on several factors, including the logistics of the locations, the volume of items, and the pace of the team. We acknowledge the feedback regarding the performance of one of the movers and have addressed this internally.

  Resolution Provided:
  We have already applied a $260 credit, which exceeds the standard 10% courtesy adjustment, as a gesture of goodwill to address your concerns about the extended hours. This credit reflects our effort to acknowledge the inconvenience caused while adhering to the terms of your booking agreement.
  At this time, no further adjustments will be made, as the charges align with the actual time worked, and the credit provided serves as a resolution for the concerns raised.

  We appreciate your understanding of the services we provide and your agreement to our policies when booking. If you have further questions or concerns, please don’t hesitate to reach out.

  Customer Answer

  Date: 12/30/2024

  
  I am rejecting this response because: The extra time I was charged for was a direct result of the movers not doing their job. You’ve acknowledged that the movers did not do what they were supposed to do, this resulted in me being charged an extra 3 hours, so a $260 credit is completely unacceptable. You all have also consistently refused to connect me to a supervisor on several occasions. I don’t care what the 10% policy is. This is clearly an exception. Who is actually running this company? Is nobody in charge because I continue to be told our policy is 10% which is irrelevant when the charge was more than 10%. This has been escalated so many time over a month now and I cannot fathom how it seems like there is no one in charge, no one to speak to, no one who can give me a proper resolution despite you all continuously admitting you were in the wrong. Why should I have to pay $755 extra for your faults? That is a cost that you should take, not me. I did not send two inexperienced movers, including one who refused to use a dolly and decided to carry one single item at a time with absolutely zero sense of urgency. 
  

• Initial Complaint

  Date:10/02/2024

  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.

  First their sales rep, Olivia, told me about 4 hours for $****.00. Then she tried to sell me on Bellhop's "Complete Home Move" for $****.**" which I had turned down, telling the sales rep that was too expensive, and out of my budget, that I wanted to be around $**** (bc I had a mover that I had used twice for $****). I asked her to tell me more about the $****.00 figure. As you can see by the text, she gave me "what I wanted to hear” then in the end the charges were doubled! 4 hours didn’t even get me out of the place I was leaving! That took 4 hours and 45 minutes alone! Second location was 6.5 hours. They tell you $**** and 4 hours and it doubles! It became $**** and 10.5 hrs! First I received the following text confirming the agreed price on Sat, Aug *4 at 11:46 AM Hey Amy, With your confirmation code: CSZ**** Packing Hourly Rate: $*49/hr Estimated Time: * pm with 3 hrs Date: Sept. *, *0*4 Professional Packers: * Full Service: Hourly Rate: $**9/hr Estimated Time: * pm with 4 hrs Date: Sept. 4, *0*4 Professional Movers: 3 Licensed Driver(s) and Truck(s): 1 Fee: ADDSERV: UCB Boxes $58.00 Subtotal: $******** Discount: -$****** Total: $********, you now have access to your customized dashboard, where you can review and manage every part of your service. Visit your dashboard Next step: Review our moving preparation resources. It’s important that you’re ready when your team arrives, which is why we’ve created a guide containing helpful tips, a list of items we cannot move, and a list of unique situations in which we might have to refuse offering our services. Please take a look. Making sure you're fine with the fine print As a reminder, your move will be governed by our Terms of Service (that box you checked when scheduling), which outlines how we'll be arranging for both an independent trucking company and labor providers to perform the services you've requ ested. Regards, ****** ********************** **** * **** ************** Bellhop Moving Specialist

  Business Response

  Date: 10/03/2024

  Thank you for your feedback and for bringing your concerns to our attention. We sincerely apologize for the confusion and frustration regarding your recent move. We understand how important clear communication and transparency are, and we’re committed to addressing this situation.
  After reviewing the details of your move, we acknowledge that there was an underestimation in the original quote. To address this, we’ve already applied a *0% discount to your final charges. Additionally, we’ve received feedback from the moving team, which indicated that they completed packing services from the previous day and also assisted with additional unpacking and moving furniture after unloading. These additional tasks extended the length of the move.
  Per the pre-move contract that was signed, the total charges are subject to the actual length of time the move takes. The contract clearly states:
  “Your total charges may be higher or lower than the estimate depending upon the actual length of your move and your hourly rate above. You may end services at any time, subject to the minimum hour commitment. In the event that your number of movers is reduced, your hourly rate will also be adjusted based on the number of movers and time spent actually servicing your move. You agree to pay all lawful charges for services rendered hereunder.”
  While we regret that the move took longer than anticipated, the additional time and services rendered were the primary reasons for the overage. We take your concerns seriously and hope that this explanation helps clarify how the final cost was calculated. We strive for transparency in our pricing and appreciate your understanding in this matter.

• Initial Complaint

  Date:09/16/2024

  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 recently moved from Oregon to Texas and last night, 12sep24, there was an unfortunate accident with our entertainment center with an electric fireplace was damaged beyond repair. We were immediately offered $** for a $***** total lost on the entertainment center. Bellhop says the reimburse .60 a pound. They didn't weigh our furniture how do they know it weighs that much. On top of which it's not even close to the value of the damaged property. And bellhop know filing a claim with homeowners will actually hurt us in the scheme of things. Very poor customer relations. The customer service has been great. I'm requesting the replacement of this item or compensation for what we paid $*** (discounted price). Proof of purchase can be provided if required

  Business Response

  Date: 09/18/2024

  Bronson, we apologize for the damages that occurred during your move with Bellhop. We understand that you trusted us to protect your belongings and that we let you down. Preventing damages is a critical focus of our Operations Team. Due to this, we shared this feedback with the Market Manager to ensure the mover’s performance improves in the future. Our system reflects that you have been in contact with our Claims Team regarding these damages. We apologize that you are not satisfied with our proposed compensation. As noted, the $0.60 per pound coverage was selected in your pre-move agreement (attached), and the settlement we provided aligns with this policy. While we understand this may not reflect the full value of the item, the settlement is based on the agreed terms. We are standing by the original settlement offer, but we are always here to assist with any further questions or concerns you may have. We appreciate your understanding. Thank you for taking the time to review and leave feedback as we continue to refine our claims processes.

  Business Response

  Date: 09/24/2024

  Thank you for your feedback, and we appreciate the recognition of the hard work done by our crews during your move. We understand your frustration regarding the settlement offer for the damaged item. However, we must abide by our settlement policies, which are outlined in the terms of the booking agreement that you accepted prior to your move. The offer provided is in line with those terms, which also suggest obtaining third-party moving insurance for additional coverage beyond what is offered by default. We regret that this has caused disappointment and hope that our transparency with this policy will provide some clarity. Should you wish to discuss this further, our team remains available to assist.

  Customer Answer

  Date: 09/25/2024

  
  I am rejecting this response because:

  I don't agree with their assessment. And that's fine I don't think we will ever be on the same page. Again, I have already taken Bellhop off of my company's approved list of vendors. And have reached out to my contemporaries at ******* ****, and several other aerospace companies to do the same. Bellhop will no longer be allowed to provide services to them if any of their employees choose to use their company for a move. And I'm ok with that resolution. I don't want any other industry professionals to have to put up with their fine print. 
  

• Initial Complaint

  Date:09/03/2024

  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 date of this transaction was August 17-18 2024. - I paid Bellhop ***** total for this move from Birmingham, AL to Naples, FL. - The business committed to providing experienced and professional movers which was not given to me during my move. Please see complaint attached for more details. On their website they quote "Our background-checked local movers are some of the highest rated movers in the moving industry. And when you book with Bellhop, you'll get photos of your moving team of Birmingham movers in advance so you're greeted by familiar faces on move day. We have the best movers in Birmingham and we're eager to prove it to you." Not only did I not receive photos of my moving team, 2 of them were extremely young and inexperienced which resulted in damage to many of my items. - I have contacted the business and they have offered to refund me a total of $1328 which is less than 35% of what I paid. As you will see in the complaint, the offer amount is disproportionate to the extremely unprofessional and disappointing events that occurred. I am requesting at least half of what I paid refunded back to me which is $******

  Business Response

  Date: 09/10/2024

  ****, we apologize for the damages that occurred during your move with Bellhop. We understand that you trusted us to protect your belongings and that we let you down. Preventing damages is a critical focus of our Operations Team. Due to this, we shared this feedback with the Market Manager to ensure the mover’s performance improves for the future.
  Our system reflects that you have been in contact with our Claims Team regarding these damages and have come to an agreed settlement amount.
  We appreciate you taking the time to review and leave feedback as we continue to refine our claims processes. Please contact [email protected] if you have any further questions.