Bellhop Reviews

They damaged items in small & annoying ways. Am I going to file a claim to get $40 after you chipped & scratched the wood on my dresser? Can I make a claim for the plants that snapped in half? They even left some items on the street that they forgot about and I only discovered after they left. Above all, their customer service is absolutely horrible. Would not wish this on my enemies.

After spending a frustrating amount of time submitting emails and talking to AI bots, whenever Id get a person, they didnt understand the problem. They would say they never charged me before the move, despite the fact that they have to charge customers before assigning the truck and team. I still haven't gotten a refund and am having to work with my bank to remove their hold on the initial charge. Their inability to handle invoicing was eye opening. I wish I had looked at their reviews before choosing their service.

To make matters worse, they broke an expensive glass table during the move. Their compensation policy paid out $0.60 per pound, which is frankly insulting and nowhere near the value of the item. This feels less like customer protection and more like a loophole to avoid real responsibility. Between the late crew, inflated charges, damaged property, and minimal compensation, this company showed a complete lack of fairness and accountability. I trusted Bellhop with my belongings and my money and regretted it. If you value transparency, professionalism, and fair treatment, look elsewhere.

I responded with a simple question, which was, “can you explain to me why we, as your customer that booked and confirmed 2 months ago for 9am today, am having our time moved because someone else called you the day before? And why weren’t we notified”? Her response was, that isn’t what I meant to say which gave us cause for more concern that she was not being truthful.

We arrived back at the apartment early (around 1:30pm) and had the apartment complex raise the door to the open Bay Area for the truck. At 3pm, no one at arrived, so we called Bellhop moving, only to have the AI experience again which told us a customer representative will return our call shortly since they could resolve the issue. At 4pm, we had not received a call back and no truck at arrived. I literally had to book an emergency move with another company. Also please note, bellhop now charges you in advance which was not the case before.

When I called Bellhop back and because I selected the option for cancelling, for the first time, we were immediately put through to a human being that wanted to know why we were cancelling. After explaining the lack of communication and the multiple no-shows, I asked to cancel and she said I had to be transferred in order to do so. Who did she transfer me to? AI… I called back only for her to transfer me to AI again and I called back again and demanded to stay on the phone until I reached a human to cancel and also to release the hold on my card. After demanding over and over to speak to a supervisor only to be told there is no way to do that then I got a call from someone else from Bellhop who could actually cancel the reservation. I ended up having to pay a 20% emergency fee for the new movers and they didn’t finish until almost midnight when I had intended to be done by noon.

Bellhop has left us with the impression that they have no customer service ethos. Bellhop demonstrated to us that they do not honor its reservations. Bellhop has demonstrated to us that have one of the worst communication systems and processes with its customers. After experiencing over 20 years of moves while in the military and multiple moves on our own, Bellhop is by far the worst moving company we have ever experienced.

I booked Bellhop to help me move at 2:00 pm on Sunday, 7/13. I called ahead of the move to ensure everything was squared away on my end, and they assured me it was. I started getting worried because I was told I’d get a call before the movers were scheduled to arrive, but at 2, I hadn’t heard anything. I called repeatedly and was unable to reach anyone (wild how their sales team is SO MUCH more responsive than their support team), until at 2:51 when they texted me that they’re delaying my move to 5:00 pm. I expressed frustration as I had work early the next day and this would mess up my work week. I also knew the move would take longer because I had reserved an elevator and parking spot that would be expired by 5. When I asked to confirm that they would be here by 5 at the latest, they responded that they’re canceling my service entirely.

I’m a single woman without a car, and I needed to get out of my place by midnight, otherwise my apartment would charge me a hefty fee. When they cancelled on me over text, I tried calling and couldn’t get a hold of anyone for a while until I got a very generic call saying they’re sorry and nothing could be done. At this point, it was about 4:00 pm, and I started calling moving companies who would be able to help me on such short notice. Because of the short notice, the company I ended up going with was the absolute cheapest I could find, but they were over double the price I had locked in with Bellhop.

By the time those movers could come, it was after 9 pm and I didn’t finish moving my stuff into my new place until after midnight. I had to work a lot the next week, and spent it sleeping on a mattress on the floor and going through my boxes to find clothes. I was pissed that I was out so much money, but even more frustrated because this was the first time I’d ever booked professional movers, because I was told how it takes so much stress off your plate, but it ended up causing exponentially more stress than if I just paid a friend with a truck to come by.

Since I was out so much money for a mistake that was 100% on Bellhop, I asked them to reimburse me for the additional money I spent on emergency movers that I would not have spent if Bellhop operated as they advertise they do. I tried calling the next day to figure this out and could not get a hold of someone who could help me. On my first few calls, it went to voicemail and when I finally spoke to someone, they were reading such a generic script that I think they were AI, and they hung up on me. On Tuesday, I texted them that I really need to talk to a real human, and on Wednesday, they gave me a call reading from another generic script saying that they’ll escalate my complaint.

I JUST heard back from them on their final decision over a week after my move was scheduled, and over text in a jumbled (likely written by AI) message, they told me that my case was resolved and they’re not doing anything else to help me. Because of their mistakes, I am out A LOT of money and experienced a lot of stress, and they refused to take any accountability or any action to make the situation right.

TLDR: I booked Bellhop because it was $50 cheaper than the competition, and now I’m out more than it would have cost to move twice. If you experience ANY issue with your move, the one dependable thing about this company is that their support team will be nonresponsive, disrespectful, and waste even more of your time. Save your time and money and avoid this company.