ComplaintsforBellhop, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a move that took place on 6/26/2024. The cost was 0ver $2900. I dealt with a salesman in Chattanooga who said the company would provide a professional crew of 4 Bellhop moves who would arrive at my home at 8:00 a.m. I paid extra for the 4th crew member based on Nick's recommendation. The crew they actually provided did not arrive until after 10:00 a.m. They were from Atlanta and clearly were not professional movers. They would better be described as contract laborers. They were not employees of Bellhop. I walked the lead member of the crew, who went by Mr. Charles, around our entire house. We had items that were to stay grouped together and items that they were to take grouped together. I also specifically instructed him to make sure that they got all the large furniture on the truck and if there were boxes left over that would fit in a car, we would move them ourselves. He nodded and said something like Don't worry, Sir. 6 hours later he came in to tell use that they could not get everything in the truck. They had taken almost every small box. They had taken all of the lawn equipment that I asked them to not touch. Tomorrow, I will return back to the old house with an SUV full of lawn equipment. Meanwhile, they failed to get my wife's computer desk and almost all of our patio furniture that they were supposed to move in the truck. The truck left while he was still explaining the situation to us. No final walk through. No chance to see what was on the truck. They also managed to leave 2 foldable twin bed frames for two mattresses and box springs that they did get on the truck, so I could not set those beds up. As we continue to unpack we continue to find more items that they moved that should not have been moved. I spent two days discussing this situation with their customer service department. They refuse to come and complete the move unless I pay 90% of the cost of the remaining move. This is not acceptable.

  Business response

  07/05/2024

  ******, we sincerely apologize for the inconvenience and frustration you experienced during your move. We understand how important it is for a move to go smoothly and regret that this was not the case for you. Our records indicate you have been in contact with our Move Success Team, who addressed your concerns. We note that you chose to accept reimbursement for the U-Haul costs instead of proceeding with a follow-up move. Regarding the issues with the movers, we have brought your feedback to the attention of our Market Manager, who will take the necessary steps to address this internally. We strive to provide professional and reliable service, and your experience will help us improve our operations.
  
  We appreciate your feedback, as it helps us enhance our services and prevent similar situations in the future. Should you have any further questions or need additional assistance, please do not hesitate to contact us at support@bellhop.com. Thank you for bringing this to our attention and giving us the opportunity to improve.

  Customer response

  07/10/2024

  
  I am rejecting this response because:

  As stated in my last message, I agreed to a refund of $390.  Bellhop issued a refund for $290.  You shorted my $100 on the refund, just like you shorted me on the service I was promised during our move.  It is beyond annoying after everything that we have been through with you that you cannot even meet your promise for the refund we agreed to.  I will continue to let people know about my horrible experience with your organization.
  
  Sincerely,
  ****** *********

  Business response

  07/12/2024

  ******, our phone and email records indicate that a refund of $290 was discussed and agreed upon. We apologize for any confusion regarding the discounts. If you have any further questions or concerns, please contact us at support@bellhop.com

  Customer response

  07/13/2024

  
  I am rejecting this response because:

  It is a not a response.  i have already been stonewalled by Bellhop's Customer Service on multiple occasions.  They will either issue the full refund they promised or they will not.  I wish I had looked at this site and seen their "F" rating. 

  I will be talking to my agent at **** *****, which provided the "concierge" service that led me to Bellhop and asking him to put me in touch with whoever at **** ***** is responsible for the "concierge" relationship.  I want to make sure that all of their agents are fully aware of what a horrible company Bellhop is so that they never choose them for moves into their new homes.

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bellhop’s website is full of lies. They are a moving broker, and they do not disclose this. Despite the fact that they claim to be based in Chattanooga, they have no US employees and you cannot speak to anyone in the US; everything is run out of an overseas call center staffed by ESL employees reading scripts. I used Bellhop in 2021 to move a smaller household than I have now. I engaged them again because they did a good job. They were US-based then. Customer service people blew the estimate of how many movers and hours it would take. All the packing was done by the time they arrived, but the inexperienced team lead didn't recognize that he needed more resources until three hours into the job. When I authorized an additional mover in the middle of the process, Bellhop never sent them, but they charged me $117.88 for them anyway. They’ve already reversed an unexplained $50 charge in my dashboard. The packers showed up 20-40 minutes late and just threw my belongings into boxes to make up for the lost time; one of them stank of weed. One of them never introduced themselves and the one who smelled like a walking bong gave me a nickname, so I have no idea who was in my home and Bellhop does not either. It’s not safe. The movers themselves were polite and professional, but the truck and furniture bins they used were filthy and they did not wrap my mattress or couch cushions. The couch was white; now the pillows are zebra colored. They are ruined; that’s a $1500 couch. The bottom of the mattress is dirty. Bellhop didn't finish the move and left me with a disassembled platform bed and multiple pieces of furniture still at the old location. (Furniture disassembly is not one of their scripted questions.) They couldn't complete the move for another five days, and they wanted an additional $700; I hired two college students and a U-haul and we finished it in two hours for $250 the next day. I have yet to receive the insufficient credit they promised.

  Business response

  06/27/2024

  Dear ******,
  Thank you for sharing your feedback regarding your recent experience with Bellhop. We are deeply sorry to hear about the issues you encountered, and we genuinely appreciate your patience as we work to address these concerns. We have reviewed your account and noted the discrepancies in the service provided, particularly regarding the additional mover who was not sent, the extensive damages, the team's performance and the billing inaccuracies. To rectify this, we have only billed you for the three movers who were present. We are addressing your team's unprofessional and reckless performance with our Market Operations Management. Additionally, we have sent you a damage claim form to document the damages to your couch and mattress. Please complete and return this form at your earliest convenience so we can process your claim promptly. To acknowledge the inconvenience and stress this situation has caused, we have applied an additional 10% goodwill credit to your account of $194.01.We strive to provide transparent and reliable service and regret that we did not meet those standards in your case. Thank you for bringing these matters to our attention and allowing us the opportunity to make things right.
  
  Sincerely, 
  Bellhop

  Customer response

  07/02/2024

  
  I am rejecting this response because it fails to address most of the points I have raised. I also want to reiterate that the movers are good guys who did the best they could, although the team lead seemed inexperienced and should have asked for another mover earlier -- I don't want them punished for the fault of the call center. They booked a totally inadequate amount of time and number of movers because they failed to ask the questions needed to ascertain what the job actually consisted of, and they are deeply disorganized. 

  1) Refund of Unexplained Dashboard Amount ($117.88)

  I asked for an explanation of the $117.88 charge on my dashboard; I have not received one, and I am demanding that this amount be refunded. "Gerard" from Bellhop kept me on the phone for 47 minutes on June 23, 2024 (I spent 40 of that 47 minutes on hold). He had ostensibly called to resolve that charge, but remained unable to explain what the charge was for. This was not the first or only unexplained charge Bellhop levied against me; they already had to cancel out a $50 charge that had no explanation. I want the $117.88 refunded and I will not accept any settlement that doesn't involve a refund of this unexplained amount.

  2) Refund for Cost of completing Bellhop's unfinished work ($250)
  

  I demand $292.59 for the amount I had to pay to U-Haul ($42.59) and two other movers ($125 each -- documentation for all charges attached) to complete the move that Bellhop left unfinished. Bellhop's movers disassembled my bed, gouged the bedframe wood trying to jam it into the elevator, and finally abandoned it, still disassembled, in the entryway of the residence I was leaving, along with other large pieces of furniture and all the wall art in the residence. Bellhop's initial inquiry to establish the hours and number of movers needed should have included questions about furniture disassembly and wall art (I had called Bellhop to warn them of these issues), AND all of their teams should bring the basic furniture disassembly tools (hex keys and channel lock pliers) needed to disassemble furniture regardless. "Thea" from Bellhop demanded another $700 to complete the work (inflated nonsense), said they would not be able to find anyone for another four days, then had the nerve to ask me how many movers and hours I thought I would need. That is literally Bellhop's job; find the team lead and ask him what is needed. 

  I will not accept any settlement that doesn't include this amount.

  3) False Claims/Lack of Transparency on Bellhop website (getbellhops.com)

  Bellhop's website landing page says "Let our Atlanta movers take the anxiety out of your moving experience. From Buckhead to Midtown to Smyrna, Bellhop’s got your back with transparent pricing, customizable service options, and Atlanta movers you can trust when you need moving help. Let us show you why we're the most reliable movers in the Atlanta metro area." 

  First of all, it is obvious from Bellhop's BBB, Yelp, and Google feedback, which has been nothing but one-star since 2023 forward, that they are not most reliable anything anywhere. I made the mistake of using them because I had used them in 2021 when they were still local; they are a completely different company now. They have no Atlanta employees; they have no US employees at all except for a CEO in Chattanooga who outsourced all the functions to an overseas call center that doesn't bother to recruit employees with a solid grasp of English or train them on Bellhop policy and procedure. Second, they do not disclose that they are a broker unless you scroll ALL the way down to the tiny print at the very bottom and click on "Terms" (buried down by the copyright statement) to open a 20-page single spaced agreement where this language is buried:"** Bellhop is not a household goods mover or other transportation provider and does NOT provide moving services.**" They KNOW this is crucial to people's decision to use them, which is why it is set off by double asterisks. Yet they literally claim in multiple places on the website that they provide moving services ().

  All language claiming, suggesting, or implying that Bellhop is a direct provider of moving services must be removed from the website and the language ""** Bellhop is not a household goods mover or other transportation provider and does NOT provide moving services.**" must be placed at the top of their landing page and every other page of their main website in the same size font as the rest of the website content. 

  They do not have transparent pricing, because I had multiple charges appear in my dashboard with no justification or explanation. This is a consistent theme across Bellhop Yelp and BBB reviews. I want the claim about transparent pricing removed from their landing page. 

  When you move, you basically give a company your life and hope that they will treat it with respect and care. Bellhop treated me and my possessions with the ultimate disrespect and it has continued for two weeks and dozens of hours of my time trying to get the damage repaired and get made whole for a shoddy job that was not completed. 

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

  Business response

  07/05/2024

  ******, we sincerely apologize for the negative experience you had with our service. Our records indicate that you contacted our Support Team on June 23rd and were provided with a thorough explanation of charges; however, we understand that you rejected this explanation. We have worked to discount you for your experience, though we could not provide the resolution you preferred, we made efforts to address your concerns. 
  

  Regarding the damages that took place during your move, we understand that you trusted us to protect your belongings, and we let you down. Preventing damages is a critical focus of our Operations Team, and we take your feedback seriously. It appears you have been in contact with our Claims Department, which is working to issue a settlement for the damages, separate from the discounts our Support Team has already applied.
  
  We apologize for the stress and inconvenience caused and appreciate you sharing your feedback, as it helps us improve our services.

  Customer response

  07/09/2024

  
  I am rejecting this response because the settlement offered by Bellhop was $30, which is outrageous and won’t even cover part of a replacement pillow cover. They said it was because the industry standard is to reimburse based on the weight of the item, which is (1) not true and (2) ridiculous; they apparently think I’m stupid enough to believe that a moving company that damages a $1000 dress would only have to pay five dollars because the dress doesn’t weigh very much. Bellhop’s own insurance is based on the dollar value of the items.

  They are wasting my time and hoping I will go away. I am not going away. 
  

  I provided my settlement number. Bellhop can meet it or choose not to meet it. 
  

  I hope that at some point the BBB will actually start mediating this instead of just passing emails back-and-forth.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 7th, 2024 I signed a contract with Bellhop Movers for $977.40. The contract was for the move to take place on May 27, 2024 @ 8 A.M. It included a moving truck and 4 movers for 4 hours. On May 27th at approximately 7:45 A.M. I got a call from Bellhop stating they were not coming because their truck broke down. When I expressed my dissatisfaction with this they changed it to the move could take place at 2P.M. We agreed at this time because I had no other choice because I had to move this date. At about 2:15 P.M. the 3 movers not 4 as promised showed up stating that I needed to go online and sign the contract before they could get started. I attempted to do this but was unsuccessful due to a glitch on Bellhops end. I then called Bellhop and spoke to a representative who stated the movers could get started and for me to record the time that the movers started (2:48 P.M.). The movers proceeded to pack up and load the truck. But before I left going to the location where items were to be delivered, one of the movers said that they were going to move only the inside of the house and would be back the next morning to complete the move. When they arrived at the drop off location I was told they they had received notice to complete the the move that day. They unloaded the truck then went back and loaded the items from the garage and backyard and brought them back at which time it was dark outside. The move did exceed over the 4 hours that was scheduled but to no fault of mine. After the movers left I discovered damages to items and filed a claim. On 6-12-24 a settlement letter was signed awarding $148.60 for the damaged property. On 6-5-24 I discovered Bellhop had withdrawn an additional $537.42 from my bank account without my knowledge or consent. In addition to this Bellhop also kept the $148.60 awarded for damages stating that it went towards the money that was owe to them for exceeding the 4 hours.

  Business response

  06/22/2024

  We apologize for the frustrating experience you had with your recent move and for any damages to your items. To clarify, the additional charge of $537.42 was part of the order total, as outlined on your receipt. The settlement amount of $148.60 was applied as a discount to your order total, as there is still an outstanding balance. Consequently, it was not issued as a refund or check. In recognition of the inconvenience and understanding that the no-show mover contributed to the runover, it appears our Support Team waived the cost of the additional runover.
  
  If you have any further questions or concerns, please contact us at support@bellhop.com. We appreciate your feedback and are committed to making improvements to prevent such issues in the future.
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/26/24 I contracted with Bellhop Moving to move me from ****** ****, Chicago to West Loop, Chicago on 5/31/24 with a start time between 2-3 pm. I paid a deposit of $102 at that time to reserve my move. At 8:30 am on 5/31, they called and said they wouldn't arrive until 3 pm because their first move was running long. I told them that was fine and then at 3:30 pm they called again saying they would have to reschedule me because they no longer had a truck or driver for me. Rescheduling was not an option for me as I had to be out of my old apartment that same day and I would have made that clear at the time of booking and/or not booked with them had they communicated needing to reschedule was possible. After numerous calls, they finally told me that they could still provide me with movers but that I would have to rent my own truck and find my own driver. At ~4 pm, they said my new movers would arrive no later than 5 pm. The 2 movers arrived an hour late at 6 pm and finished my move at ~11:30 pm. I was told I'd have a crew of 3 but only got 2 and naturally the move took longer than it should have, however, Bellhop won't work with me to cut any labor hours off of my final bill. I also had to pay for renting a Uhaul, driver, and transportation to/from the Uhaul rental location out of pocket which I believe Bellhop should reimburse me for. The only accommodation they made was not charging me $150 for a truck and driver, but my total costs associated with procuring my own exceeded that by nearly $300. I contacted them explaining why I was asking for a partial credit and they didn't respond, which is why I'm filing this claim. I believe they should reimburse the amount my out-of-pocket costs exceeded the $150 credit and cut some of the labor hours since they didn't fulfill all of the obligations they committed to: provide me a truck and driver, start my move between 2 and 3 pm, and send a crew of 3.

  Business response

  06/08/2024

  *******, thank you for taking the time to share your feedback. We sincerely apologize for any frustration or inconvenience that we created. We understand how important it is for a move to go smoothly and regret that we did not fulfill our commitments to you. A member of our Support Team will be reaching out to you to discuss your experience in detail and ensure we are discounting you fairly, in accordance with our discount policies and procedures. We appreciate your patience and look forward to resolving this matter.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted the company on 5/26/2024 and signed a contract for 3 movers and a truck - 4 people total. The company is having problems with their system so I received an email the next day asking me to sign a contract again. We called and were told not to sign anything else. When the movers arrived there were 2 people total. One of those other contracts may have made the change but I was not told that a change was made to the contract. I'm relatively certain the contract I signed is what is binding. The truck was smaller than promised as well. The movers were from a third party. They had a Lawrence KS phone number so I don't know if they were working for the KC location or the Overland Park location. Our contract guaranteed arrival between 8:00 and 9:00 am. They arrived at 10:30 am. They were to take a minimum of 3 hours and a max of 5. Had there been enough movers this would have been easy to accomplish. However, they a. took a 15 minute break and b. worked til 4:12. I called the company and they said that they would honor the 5 max and somehow came up with a $180 discount. Mathematically that made little sense since we were 2 people short. They said they'd call back yesterday - and they didn't. As of last night, we called the company again and talked to another person who gave us totally different numbers. We were given a 15 % discount and that's all he could do. His explanation: 10:27 to 4:12 is computed as 5 hrs and 50 minutes. (No way.) Because the driver helped move, he gets paid as the second mover AND he gets paid as the driver. Obviously he can't drive and move items simultaneously, but his fee is paid 100% for both. If there had been 3 movers, they would not have gone over the stipulated time and the pay would be fair. No effort to acknowledge that my time (8:00-10:30 and then 2:00-4:12) was wasted AND we had to scramble to figure out how to be home for our youngster returning from school at 2:30. He just kept saying "sorry" but won't really fix it.

  Business response

  06/05/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention, and we sincerely apologize for the issues you experienced during your move.
  
  We understand that there was a miscommunication regarding the number of movers and the contract. Our records indicate that we did not receive a signed contract from you, which may have contributed to the misunderstanding. We apologize for any confusion caused by multiple contract emails and any resulting discrepancies in your expectations.
  
  Regarding the team size and timing, we supplied 2 movers as per the booking we received. We acknowledge that the movers arrived later than the guaranteed window of 8:00-9:00 am, which was not acceptable. Additionally, the smaller truck and the extended time taken for the move significantly disrupted your plans, and for that, we are truly sorry.
  
  After speaking with you, our supervisor has provided several adjustments to address your concerns:
  We have waived the $150 service fee as a gesture of goodwill.
  We have deducted the additional 50 minutes of run over time from your bill due to the smaller team provided. This brings your final bill to reflect only the 2 movers, 1 truck at the 5 hours reserved.
  
  We believe these adjustments more accurately reflect the service you received and the disruptions caused. We appreciate your patience and understanding as we worked through this situation.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us at *******************. We are committed to ensuring your satisfaction and will do our best to resolve any remaining issues.
  
  Thank you for giving us the opportunity to address your concerns.
  
  Sincerely,
  
  Bellhop

  Customer response

  06/06/2024

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Bellhop moving to help me load furniture into *****l pods at a house I was selling through Offerpad (paid for by Offerpad). The team they sent included 3 young men, who didn't have an appliance dolly with them. As they attempted to take the fridge (a ******* ***** model) out of the house, the dragged it, dropped it several times, scratched it severely, and left dents in it. It looks horrible with these defects, and because it is in a pod I don't even know if it is functional. I submitted a claim to Bellhop for damaged property, with images of the damage (attached here) and a video of the drag marks on the concrete. They are only offering $150 in compensation, which is not nearly enough to replace the fridge that as you can see shows visible damage that I don't believe is repairable or mendable. I requested more, and they indicated that this is standard amount for damages. I won't accept $150 in compensation for the amount of damage inflicted, this fridge may not function and will look terrible in the new house now. I have more images, if needed.

  Customer response

  05/29/2024

  Hello,
  I wanted to provide additional details for my complaint, Complaint ID: ********.  Please see the attached email and images.
  In regards to the companies emailed response, they indicated it is standard policy to base claims on weight of items at a ratio of $0.60 to the dollar.  This makes absolutely no sense to me, and if this is truly an industry standard I believe there should be a class action suit filed against it.  Items are not valued solely on their weight.  There should be considerations for technology, material quality, craftsmanship, brand, and other attributes potentially.  

  *****, I don't agree with this amount offered, it is insufficient to replace this fridge and repair or mending of the damages is not possible.  I also don't know if it is even functional anymore.  We need a fridge for our new home, and planned to take this one, but now it will look appalling in the house and may not even work.  I feel it is inappropriate that your company provides no warranty of services rendered beyond $0.60 cent on the pound, as there are many items that are not valued by weight but by technological, material, craftsmanship, or branding elements for their quality.  
  
  For an analogy: This is the equivalent of a moving company transporting vehicles, one a high-end sports car (use your imagination, Ferrari, Lamborghini, etc)  and the other a economy vehicle (honda civic or something).  They both get damaged in transit, which would be the transportation companies fault, and the company compensates based on weight of the vehicle; the amount compensated would not cover the quality of the high-end vehicle.  It makes 0 sense frankly!
  If Bellhop cannot offer a sufficient amount to cover the damages to our fridge in transit, then I will be seeking arbitrage through a 3rd party, a legal group, or alternatively through reviews of service.  I won't accept an undervalued amount I cannot morally agree with. 
  Best regards,
  ********** *******
  On Tue, May 28, 2024 at 3:14 PM Lily C***** (Support) <support@bellhop.com> wrote:
  Hi ,
  Your request (*****3) has been updated. To add additional comments, reply to this email.
  Lily C***** (Bellhop)
  
  May 28, 2024, 3:14 PM EDT
  Hi **********,
  Thank you for your feedback on the offer we proposed. We evaluated your claim in line with our standard damage protection policy. This amount is not tied to the repair or replacement cost but rather is tied to the weight of the item. This method of reimbursement is common within the moving industry. 
  Here’s some additional information that may be helpful in understanding this offer: How are settlements determined?
  If the weight used for any of your damaged items is inaccurate, please send a store listing with the item’s actual weight, and I can adjust accordingly.
  Best,
  Lily
  Bellhop Operations
  
  
  ********** *******
  
  May 28, 2024, 3:08 PM EDT
  
  Greetings Lily,
  
  That is an unacceptable offer.  The fridge, which was a nice Kenmore Elite model, was badly damaged and $150 will not cover it's cost of replacement.  I don't even know if it functions anymore.  You should provide an amount that would enable me to replace my fridge with a model equivalent to the one damaged.
  
  Best regards,
  ********** *******
  
  
  Lily C***** (Bellhop)
  
  May 28, 2024, 3:03 PM EDT
  
  Hi **********,
   
  I’m Lily, your Bellhop Claims Associate. I have completed our internal review of your submitted claim, and have provided a detailed breakdown below of your claim settlement offer in line with our standard damage protection policy. 
   
  Kenmore Elite Refrigerator: 250 pounds * $0.60/pound= $150.00
   
  Here’s some additional information that may be helpful in understanding this breakdown: How are settlements determined?
   
  IMPORTANT, ACTION NEEDED TO PROCEED: I have also sent along our standard claims settlement agreement for your signature: you’ll see that email come through with the subject line ******* Bellhop Settlement Letter. Once we receive your signed settlement letter, we’ll issue your settlement amount. 
   
  Please note that if we do not receive your signed settlement letter and/or do not hear from you within 5 days, your claim will be automatically closed. Claims are kept open up to 30 days from the date that the settlement letter is sent - we cannot guarantee that your claim can be reopened if the claim is not resolved within this time frame.
   
  Please let me know if you have any questions or concerns at this time: I’ll be happy to help. 
   
  Best, 
  Lily
  Bellhop Operations
  
  
  Bellhop (Bellhop)
  
  May 28, 2024, 2:35 PM EDT
  
  Hi **********,
  
  We just wanted to share a quick update that your Bellhop damage claim has cleared the initial review phase, and is currently being reviewed by one of our skilled Claims Associates. You can expect an additional status update on your claim within 2 business days.
  
  Here’s some additional information on Bellhop’s damage claim process and policies should you have any questions in the meantime:
  
  How long does it take for my claim to get processed?
  How are settlements determined?
  Best,
  
  Bellhop
  Bellhop Operations
  
  
  Bellhop (Bellhop)
  
  May 28, 2024, 1:48 PM EDT
  
  Hi **********,
  
  Thank you for submitting your Bellhop damage claim. We aim to make moving less stressful, and we know that having your belongings impacted by damage misses the mark. We appreciate the opportunity to review your damages and work with you on a resolution. You can expect a status update on your claim within 5 business days.
  
  Here’s some additional information on Bellhop’s damage claim process and policies should you have any questions in the meantime:
  
  Insurance and Damage Claims
  How long do I have to file a damage claim?
  How long does it take for my claim to get processed?
  How are settlements determined?
  Best,
  
  Bellhop
  Bellhop Operations
  
  
  This email is a service from Bellhop. Delivered by Zendesk
  
  [MJ97KN-GD2J4]
  
  
  --
  
  Best regards,
  
  ********** *******
  (336)978-7222

  Business response

  05/29/2024

  **********, 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 filed a claim for your order and 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. We apologize that you were not satisfied with our proposed compensation. We compensate for damages based on each item’s moving industry standard weight, calculated at .60/lb as stated in our Terms of Service. However, based on this additional feedback, your claims agent is reviewing the damage for further compensation. 
  We appreciate you taking the time to review and leave feedback as we continue to refine our claims processes. Please contact claims@bellhop.com to have your claim resolved.

  Customer response

  05/30/2024

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

  I understand that it is there standard policy, and while I feel that it is absolutely ridiculous to provide standard coverage based on weight without other factors being considered, I feel that there is a huge gap here.  Coverage should be based on either repair costs (visual and functional) items replacement MSRP and disposal costs.  The bigger issue is that the movers were provided to me through Offerpad to support my move out of the house.  I was NOT given the choice to purchase extra coverage, I wasn't told about insurance, because even though I am the individual the service was rendered to, Offerpad was ultimately the paying customer.  So, essentially, my items being broken or damaged becomes just a minimal cost of doing business expense that they don't need to have concern over, because they give $0.60 on the pound.  Even doubled, with the Good Will offer ($300) that the claims team provided this is still not nearly enough to replace the fridge, plus dispose of the damaged one.  A 20 cubic ft french door fridge with an water/ice dispenser runs $1500 - $2500.  I don't even know if this Fridge will work, and it looks awful now.  From what I have been advised the casing may not be recoverable, and because it was dropped several times (see dents in picture) there is a chance that the components may not function as intended or could run the risk of a safety hazard.  So, I am stuck 1) transporting something that is severely damaged, 2) May be unfunctional or unsafe and may need to pay to be disposed of (much less replaced), and 3) may have safety concerns.

  I am reaching out to an attorney asking if this should be a class-action lawsuit, as I have seen other reviews where people have mentioned this method of compensation for damages being an issue.  I believe that 1) this policy should be documented to all customers AND people receiving service (if they are not the customer), 2) Additional coverage should be offered to people who services are rendered to if they are not the paying customer, 3) All customers should be advised in advance of this policy (ex: when I call U-Haul they always mention property protection coverage and discuss amounts for different tiers of coverage!). 4) customers who were not given this offer for extended coverage should be compensated fairly for damages.

  Alternatively, if the company is relying on it's policy as a shield against providing fair compensation for damages and proper compensation is not provided, then I will take it to social media as a negative review of their business model and provide the evidence aforementioned.  While I may not be able to quantitatively say how many customers would see my review and choose not to use them as their service provider, I feel that they will lose at least what the cost of replacing this fridge, and compensating for disposal, would be over time.

  Best regards,

  ********** *******

  Business response

  06/04/2024

  
  Thank you for sharing your detailed feedback regarding your recent experience with our services. We understand your concerns about the coverage and compensation policies, and we apologize for any inconvenience this situation has caused you.
  Our standard policy provides coverage based on weight, specifically $0.60 per pound per item. We do not offer additional coverage for labor-only services, which is the service you booked. This policy is part of our Terms of Service, which all customers agree to when booking with us. We regret any confusion or lack of communication about these policies, especially since the service was arranged through Offerpad.
  We acknowledge that being provided movers through a third party can complicate matters, particularly regarding understanding and opting for additional coverage. However, as the service was arranged with Offerpad being the paying customer, our policies still apply, and we are bound by them.
  We strive to make our policies as clear as possible through various channels, including during the booking process and in our terms. We apologize if this was not adequately communicated in your case.
  
  Regarding the damaged refrigerator, we understand your frustration. The goodwill offer of $300 was made to address this issue, but we recognize that it may not fully cover the replacement or disposal costs of a severely damaged item.
  Thank you for bringing these issues to our attention. We value your feedback and are committed to improving our services to better meet our customers' needs.
  Best regards,
  Bellhop.

  Customer response

  06/05/2024

  
  Complaint: ********
  I am rejecting this response because:
  It does not solve for the fact that I did not receive an offer for extended coverage or movers insurance, nor was I advised of such.  It does not solve for the fact that the meager $300 will NOT replace the fridge (est $1500 - $3K to replace) and will likely go mostly to disposal services costs!  

  You acknowledge a gap in your processes, in your policy really, and yet you provide nothing to compensate for it to a customer (Or person services were rendered to) to protect your bottom-line.

  You give only 2 business days timeframe to accept the nominal compensation of your claims process with the risk of either losing the opportunity at compensation entirely OR otherwise being forced into agreeing to the nominal compensation and closing the claim.

  This is frankly a dishonest method of business and I intend to take this to public opinion through reviews of Bellhop service and of Offerpad "Free Local Move".  I sincerely hope that some people do see it, and steer clear of using your service (or Offerpads, if the free move is a major point of consideration) so that you lose more than you would have lost simply to replace my broken fridge!!!

  I do not say this to be unnecessarily harsh, but you are hiding behind a unfair policy and practices, behind your legal jargon, when a customer has a legitimate complaint and you refuse to do anything about it because it affects your bottom-line.

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked a move with getbellhops.com order ********, with a start time of 08:00 May 25. Receive notice from mover at 18:30 May 24 that start time was now 14:00 May 25. Called to clarify issue and was told that a truck was no longer available and that 14:00 was the earliest possible truck on the 25th or a 08:00 on the 26th would be available. I had to discuss it with my partner to work out logistics and when I called back they affirmed that my start time was now 14:00 on the 26th. 30 hours past the original agreed upon start time. I found this unacceptable and customer support offered a full refund, and all penalties waived connected to an early cancellation, if I was able to make other arrangements before the start time of 14:00 May the 26th. I was able to do so, and informed them of such and every call I was hearing different information to the point that I requested the supervisor on shift to which there was not one and I have been waiting in the “supervisor callback que” and I am “next at the top of the list” since 15:15. It is now 17:37 local. I cannot get an answer, and I cannot get any information on the much needed return of all monies paid to the total of $959.40USD. My partner and I both struggle with various body disfunctions on a good day, and this stress has caused extreme distress to our physical and mental wellbeing. I am just now being contacted to be told to wait and other 48-72 business hours before I can expect to speak to someone in concern of refund. I am panicking and I desperately beg for intervention. Thank you

  Business response

  05/28/2024

  Hi ******, Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and distress caused by the changes to your move and the subsequent communication issues. A supervisor will be reaching out to you shortly to address any further questions or concerns you may have. Regarding your refund, we can confirm that the refunds have been processed on our end. Please see the attached receipts provided. Please allow 3-5 business days for the funds to reflect in your account. We understand the frustration this situation has caused and are committed to ensuring it is resolved promptly. Thank you for your patience and understanding

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We booked a move through Bellhops to move on 4/20/24. We were double charged by the vendor that Bellhops used and were also overcharged for the amount of time (Signed off on 4.8 hours or so but charged for almost 6) We have contacted Bellhops and their vendor ****** ****** company multiple times and were given different answers like “we already refunded you” or (when calling the support team) “this is with our support team not sure what’s happening”. Bellhops has an outsourced call center so I can’t actually speak with anyone that works at the company. All we know is that we were quoted $1100 for 4 hours should have paid about $1300 for 4.8 hours. Instead we paid north of $3k and no one can give us answers after weeks of trying. I left a negative review of them and they responded with “we had already refunded you” (not true). We are at the end of our rope and this is starting to feel like fraud at this point. We need help getting this resolved please

  Business response

  05/11/2024

  We are truly sorry for the confusion and frustration you experienced with the billing process. It's unacceptable that you were double charged, and we understand your frustration. Our team mistakenly billed outside of the official invoice, but according to our records, the team did issue a refund for this error. Additionally, we want to clarify that the increase in the estimate was due to the move taking an additional hour and a half. Our service operates on a pay-as-you-go basis, which means that any additional time will be added to the final cost. We're sorry if this was not made clear to you before booking our service. We work hard to ensure that all customers are informed about this policy in the booking process, confirmation emails, and online FAQs. In lieu of the experience you've had we have applied a 10% discount to your order total. You can review your updated receipt in your dashboard. We understand that this discount does not change your overall experience. However, as a courtesy and in recognition of the inconvenience you have faced, we have applied it. 

  If you have any further concerns or if there's anything else we can do to assist you, please don't hesitate to reach out at *******************. We're here to help in any way we can.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I selected bellhop at the recommendation of the moving truck company. I setup the move and everything was great until the movers started loading the truck. I showed the movers everything that needed to go in the truck and they said it should fit. I made sure to get the biggest truck that I could get to move so that I could fit everything. I did not monitor the loading of the truck because I hired professionals to make sure everything was loaded correctly. While I was getting the last of the stuff such as my washer and dryer they said oh the washer and dryer are not going to fit in the truck we are out of room and there was still boxes and bags in the basement that had to go. When I asked how they stated there is just not enough room. When I went outside to look at the truck you could tell that the truck had not been loaded correctly but I couldn't see how bad it was because the mattress was blocking the view of the back of the truck at that point there was not much else I could do. they put the last of the last 2 boxes that they could fit in the truck. My new washer dryer and a bunch of boxes ended up staying behind. I had to make a separate trip form Pennsylvania to IL with another truck to get my washer, dryer and bikes and the remaining boxes. This ended up costing me another 300 bucks not including the gas and tolls. When I got to my destination with the 1st truck the unloaders told me the truck was loaded terribly and everything would've fit. I have pictures to prove this. Not to mention an entire entertainment center that I've had for a long time was damaged because they put boxes on top of it and was not designed to hold that much weight. My Kitchen Island has scratches going down the side of it and to replace that top piece will cost me 200. I called customer service they said 15% was all they could offer off. Then the damage claim was only offering 75.00 and I sent an email and never got a response. I would like more money returned.

  Business response

  05/03/2024

  We're sincerely sorry to hear about the negative experience with your move and the subsequent response time delay with your damage claim. It appears there may have been a technical issue that prevented us from being notified of your email reply, and for that, we apologize. Please know that a member of our Claims Team will be reaching out to you shortly regarding your contested settlement. We understand the importance of addressing your concerns promptly and will work to resolve this matter as soon as possible.
  
  Thank you for bringing to our attention the issues you encountered with the movers. Your feedback is invaluable as it allows us to investigate and ensure our team performs better on future moves. As a goodwill gesture for the delay in response, our Support Team has increased your total discount to 20%. This is separate from what you can expect to receive in your settlement. While we understand that this may not fully compensate for the inconvenience you've faced, we hope it demonstrates our commitment to addressing your concerns and improving your overall experience.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or concerns, please don't hesitate to reach out to us at s******************. Thank you.
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moving company claims they did not steal items during my move items missing are a safe, ****** ***** , and Grandfathers coin collection. The mover **** was clearly told not to touch the 3 boxes I had set aside and out of the way because they had Personal item and that I would be taking these few items in my SUV to the new house myself. Again it was made extremely clear to him! He clearly did not listen and loaded these items on the truck when I went to load these items into my SUV they were gone so I confronted **** and he said he had loaded them onto the truck already when I ask him to get them he stated I can get them but we will have to unload the truck to get to them and then reload the truck again and you will have to pay for that extra time! I’m a single mother and I didn’t have the extra money to be paying for HIS mistake because he was made very clear that those items were to be left as I would be loading them into my SUV to take to the new house. When it was time to leave the house and go to the new house The moving truck driver didn’t show up for 30-35 minutes and the houses are 4.3 miles apart. **** claimed he has to stop for gas when I talk to a manager/supervisor they stated that the trucks were to always be filled up prior to the move yet they charged me for the time the driver supposedly was filling the truck up with gas. Once the truck made it to my house **** was told to park in back of the house because the sliding glass door would be the best way to get the couch through. He would not listen to me or the other worker who tried telling him the same thing as had told him which they charged me two extra hours for getting the couch into the house had he listened the first time it would have take 3 minutes to get the couch in (in the end he finally listened and went through the sliding glass door with the couch) the did serious damage to New Laptop, couch, clothing,furniture and more the left all items sitting out in the rain on the lift of the truck

  Business response

  04/26/2024

  We are sorry to hear about the situation you're facing. We take allegations like this very seriously and have conducted a thorough internal investigation. Our findings indicate that our team did not take the item in question. However, if law enforcement contacts us, we'll fully cooperate with their investigation. In the meantime, we're offering compensation in line with the legally-binding contract you signed. We have applied a  25% discount, a $50 goodwill gesture, and we've also deducted 2 hours of labor for moving the couch in addition to the offered settlement for the damages.  If there's anything else we can do to assist you, please let us know. We're here to help.

*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. ↩