Review Time
Bellhop’s cancellation and billing process borders on a scam. We asked to move our scheduled move time from 8 AM to 11 AM — Bellhop verbally confirmed this change and said it would be a $15 adjustment. The next morning, after charging the full amount at 9:29 AM (before any service occurred), they called back at 12:46 PM to say they could no longer do the move.Then they claimed we were “past the 72-hour mark” and charged a $200 late cancellation fee — even though they were the ones who cancelled after confirming the new time. When we asked how they planned to make it right, the representative said, “I can’t do anything.”This is unethical business behavior, plain and simple. I’ve filed a dispute with my credit card company and a formal complaint with the BBB.
This is an update to my previous review. First off, the movers, Sinatra and (I do not remember the names of the other 2 movers.) did their job and were professional, but they missed most instructions (language barrier) and caused damage to my house. They were very heavy handed. The leader literally stood over me to watch me write my first review and demanded a tip, starting that they don't get paid much. I will never hire this company, again!
Really appreciated not having to piece together all the moving parts to our out of state move. Our liason Becca was an excellent communicator, and helped walk us through the process. We had a minor hiccup, but they offered compensation and did the best to get answers for us. It wasn't their fault, it was a lack of communication on the drivers end. But all ended well.
I hired Bellhop Movers expecting a professional service, but what I experienced was dishonesty, vague contracts, and negligence that left me with financial losses and irreplaceable damage.First, Bellhop’s website, contracts, and estimates are written in deliberately vague terms. I specifically hired three movers, but Bellhop only sent two movers and a driver—a driver who did not move anything. Even the two movers admitted on-site that a third mover was required and should have been there. Without that third mover, the job dragged on far longer than necessary. When Bellhop finally sent the third mover hours later, that mover accomplished more in one hour than the team had all day. Bellhop then charged me an additional $600 for delays entirely caused by their own under-staffing and misrepresentation.Second, their negligence caused direct damage. A full box of fragile valuables—clearly marked FRAGILE and carefully bubble-wrapped—was dropped from the truck. The movers acknowledged the damage and apologized. That box contained vintage and antique items, including glass pitchers, coffee equipment, vintage cups, plates, and an antique iced tea pitcher that is irreplaceable. While this wasn’t a large portion of my belongings, it was a box of highly valuable and sentimental items, some of which can never be replaced.Third, Bellhop’s customer service and claims process is designed to frustrate customers into giving up. Their phone line is nothing but an AI system that cannot provide real assistance. When I attempted to file a claim, the website they directed me to was incorrect. It took me over five days just to get the correct link to their claims portal—time wasted only because I had to send a detailed email listing all damaged items before anyone responded. To make matters worse, Bellhop requires claims to be filed within five days of the move date, yet they make it nearly impossible to locate the claims portal on their own website, effectively blocking customers from filing in time.Bellhop caused me:$1,000+ in losses between destroyed items, wasted time, and unjustified charges.Sentimental losses from antiques that cannot be replaced.Stress and frustration from vague contracts, dishonest practices, and a deliberately obstructive claims process.If Bellhop does not reimburse me, I will seek legal action for damages and deceptive business practices.Bellhop’s vague wording, unhelpful AI “customer service,” obstructive claims process, and unprofessional conduct should be a red flag to anyone considering using them. This company cannot be trusted.
Strongly advise to stay away from Bellhop. They misrepresented the scope of their work, failed to carry proper authority under the FMCSA (as they are legally required to do) at the time we signed our contract, tried to tie contingencies into a refund such as cancelling a bank chargeback, removing reviews, etc. (coercion to waive consumer rights) Do your homework here as there are plenty of reviews online of similar experiences.
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