Business ProfileforBellhop, Inc.

BBB files indicate that this business has a pattern of complaints alleging customer service and billing issues. Consumers allege that their move was cancelled the day of their move or just before the scheduled time due to a lack of crew and/or trucks. Some consumers report that fewer crew members arrived to assist with the move than were secured at the time of booking, which caused delays and increased costs. Some complaints also allege damaged items due to improper packing and handling.

On November 14, 2022, BBB submitted a written request to the company, identifying the potential patterns of complaint, and requested that the business respond with information on steps the company would take to help eliminate the underlying cause of complaints.

BBB received a formal response from Dustin Carlton, VP, Legal & Compliance for Bellhop on December 9, 2022. Mr. Carlton shared the following:

"I am writing in response to the Better Business Bureau’s letter dated November 14, 2022 in which the BBB has requested a response to the BBB’s review of certain patterns of complaints alleging customer service and communication issues. According to that letter, the BBB has identified the following patterns of consumer complaints: (i) allegations that customers’ moves were canceled just before the scheduled move date; (ii) allegations that fewer crew members arrived to assist with the move that were requested during booking; and (iii) allegations of damages due to improper packing and handling. Each of these allegations are addressed in turn below.

Cancellations:  Cancellations can be explained in part by Bellhop’s willingness to book last minute orders that other movers refuse or are otherwise unwilling to book. For last minute orders, Bellhop advises its customers in advance that the company may be unable to fulfill the order but that it will attempt to do so by reaching out to its expansive network of providers. If the company is unable to identify service providers to complete the requested last minute job, the customer may receive a notification on the day of the move that the company was unable to fulfill the customer’s order request, resulting in a last minute cancellation.

With respect to other orders that have been booked in advance, Bellhop strives to ensure that every non-last minute booking is fulfilled in accordance with the customer’s request. Unfortunately, the company has not been immune from the so-called “great resignation” and general worker shortages in the larger economy. These worker shortages have, in a minority of cases relative to overall move volume, resulted in customer cancellations despite the company’s efforts to fulfill every move—and efforts that are taken at great length up until move day.

If the company is unable to fulfill a move on the requested date, the company always attempts to reschedule the move, as opposed to canceling the move, and the company provides as much notice as is possible after learning that it will not be able to fulfill a move. However, Bellhop understands that a reschedule may not work for every customer.

In an effort to reduce cancellations, the company has: (i) removed service providers from the Bellhop moving platform who have failed to show up for jobs and (ii) communicated and reiterated its expectations that all service providers perform all contracted and agreed upon work assignments. The company has also continued to invest in its people and hiring practices to ensure that it always has available resources to meet consumer demand.

Crew Member Shortages: As stated above, Bellhop has been impacted by the labor shortage and “great resignation” in the broader economy, much like other companies. In some cases, this has resulted in fewer crew members arriving to perform a move than originally scheduled by Bellhop. Although the number of movers may impact the speed of the load and unload, Bellhop adjusts pricing to account for instances when fewer movers arrive than originally booked. Customers should rest assured that the price of their move should not be significantly different than it would have been had more movers arrived. In addition, as stated above, Bellhop continues to invest significant resources in recruiting across all markets to ensure that supply is able to meet customer demand, as well as to exceed customer expectations.

Damages: All Bellhop service providers are expected to know and be familiar with industry standard moving practices, including with respect to padding and wrapping unboxed furniture and other items and with respect to general handling of customer goods. Unlike any other company in the moving industry, Bellhop asks customers to actively rate and review every mover as part of every move. Bellhop reviews these ratings to ensure that only the highest rated movers remain on the Bellhop moving platform. Bellhop actively removes any movers who fall short of the quality and performance standards that Bellhop and customers demand for all service providers."

BBB noted that Bellhop advertises online for last-minute moves and has requested additional information regarding this portion of the complaints submitted to BBB.

BBB will monitor the company's complaints to confirm that the patterns have been eliminated, and this report will be updated as warranted.