Bellhop Movers
🔧 Home Services · Phoenix
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Customer service phone line is unavailable during local business hours.
Business reply on Google
Hi La, thanks for the review. We plan our staffing levels around when we get the most calls, it sounds like you reached our AI assistant around 5pm PT which is an hour we do not receive many calls from customers looking to book. In those cases our AI assistant can set an appointment for as early as 7am PT the following day, so hopefully we can help any customers with urgent needs. Please reach out if we can still help you. We did flag this review as spam because you were not a customer of our business.
Movers failed to arrive on time and provided dishonest communication.
Business reply on Google
We’re very sorry for the stress and disruption you experienced on move day. This is not the level of service we aim to provide, and we regret that delays and miscommunication made your move more difficult rather than easier. In this case, the moving team faced issues reaching your location, which unfortunately caused repeated delays. Our communication with you also fell short, and we recognize how frustrating that must have been. While the crew ultimately completed the move, we understand the late arrival caused significant inconvenience, and we applied a discount in recognition of that. We appreciate your feedback and are using it to improve our communication and coordination processes to prevent situations like this in the future.
movers arrived without the scheduled truck and third crew member
Business reply on Google
We’re very sorry for the inconvenience you experienced on move day. Unfortunately, due to a scheduling error, the truck and driver were not properly dispatched alongside the movers. We understand how frustrating this was and why you chose to cancel under those circumstances. A full refund was issued, and we sincerely regret that we fell short of expectations.
Understaffed crew, damaged items, and unresponsive customer support.
movers attempted overbilling and lost essential furniture hardware
Business reply on Google
We’re sorry to hear about your experience and appreciate you bringing these concerns to our attention. Regarding the overcharge, we want to clarify that this was the result of a system error, not an intentional action by the crew. As soon as it was identified, we corrected the mistake and promptly issued a refund for the extra time billed. We also understand how frustrating it is to be left without the necessary hardware for your bed. Our damage claims are processed based on standard industry policies, which typically calculate compensation using a per-pound rate unless enhanced coverage is selected. It’s disappointing to know this move didn’t reflect the level of service you previously received from us. We truly value your loyalty as a repeat customer, and we’re sorry we fell short this time. If there’s anything further we can review or assist with, we’d be happy to discuss it directly. Thank you again for your feedback.
Insufficient movers arrived and customer had to assist with the move
The moving crew failed to arrive during the scheduled time window.
Business reply on Google
We sincerely apologize for the frustration caused by the timing adjustments on your move day. We understand how important it is to have a reliable schedule, and we regret that we couldn’t meet your initial expectations. However, we do want to clarify that your move was booked with less than 24 hours’ notice, which classified it as a Rushed Booking request. Given the high demand at the end of the month, our available team options were limited, especially for a move of that distance. Despite these challenges, we worked hard to secure a crew and ensure your move was completed, even after another company had let you down. While we completely understand your frustration with the delay, we also hope you recognize the effort made to accommodate your move under these circumstances. If there’s anything else you’d like to discuss, feel free to reach out
Unreliable scheduling, incomplete moving crew, and damaged furniture.
Business reply on Google
Emily, we sincerely apologize for the unacceptable experience you had with our service. We regret the delays, miscommunications, and issues that occurred during your move. It is clear that our scheduling did not meet your expectations, and we understand the frustration this caused. Our management team provided a 15% discount that was initially agreed upon, but we recognize that this was insufficient given the stress and damage you experienced. Our support team is actively reviewing your case, and we will be reaching out with a more appropriate resolution. We appreciate your patience and understanding as we work to make this right.
unreliable scheduling and poor communication caused significant moving delays
Business reply on Google
Danielle, we sincerely apologize for the negative experience you encountered during your recent move. Your feedback is invaluable to us, and we are committed to addressing your concerns to ensure a better experience in the future. We understand the frustration caused by the miscommunication and scheduling issues you experienced. Please know that this falls short of the level of service we aim to provide, and we take full responsibility for any inconvenience caused. Our Move Success agent, Aubrey, will reach out to you between 8 AM to 10 AM, your local time, to discuss and finalize the billing details. We want to ensure that everything is resolved and that you are fully informed about the charges. Once again, we apologize for any inconvenience you have experienced and appreciate your patience and understanding as we work to resolve this matter promptly.
Movers lied about truck issues and overcharged for incomplete staffing
Business reply on Google
Roar, thank you for sharing your experience with us. We're so sorry you did not receive a stress-free move. Our Support Team would love to know more about your poor experience so we can assist, but we have had trouble locating your order based on the name provided. Please contact our team at [email protected]. We want to make it right.
Company cancelled moving services twice on short notice.
Business reply on Google
Crystal, thank you for your feedback. We are deeply sorry for the stress and inconvenience of what happened and our inability to perform your move as promised. It is rare for us to be unable to fulfill a move at the original time, and we hate that we experienced fulfillment problems with your order on both occasions. We understand that the last-minute changes and lack of communication were frustrating and fell short of your expectations. This is not the level of service we aim to provide. We are committed to improving our processes and ensuring incidents like this do not happen in the future. Your feedback is valuable to us and will be used to enhance our services. Looking at our records, our Support Team offered our next available time at a discounted rate, but unfortunately, our availability did not work within your needed timeframe. We have shared your feedback with our Management Team to ensure we provide better solutions in the future. If you have further questions or concerns about this, please let us know.
The company repeatedly cancelled the scheduled moving service at the last minute.
Business reply on Google
Kevin, thank you for alerting us to this experience. Our Support Team is eager to address this, but we have had trouble locating your order based on the name provided. Please message us your confirmation number or contact our team directly at [email protected]
customer overcharged for services and experienced poor support
Business reply on Google
Thank you for sharing your experience with us and providing us with valuable feedback. We apologize for any inconvenience you faced during your recent move with Bellhop. It's important to us that we address your concerns and work towards rectifying any errors that occurred. We appreciate your recognition of Arturo's professionalism and punctuality. However, we understand that your overall experience was negatively impacted by the billing issues you encountered. We are sorry for the confusion and discrepancies in the billing. It appears there was an error in the charges applied to your account. We have reviewed your billing and have identified the issue. We have taken immediate steps to refund the excess charge of $110.17, which should reflect in your account within the next few business days. Please accept our sincerest apologies for the misunderstanding and inconvenience caused by this error. Your feedback is crucial in helping us identify areas for improvement, and we are committed to addressing the shortcomings you've highlighted. If you have any further concerns or questions about your billing or the overall move experience, please feel free to reach out to us directly. We valu
Company failed to provide the reserved number of movers for service.
Business reply on Google
We apologize for the unsatisfactory experience you had during your move with us. We understand how crucial it is to have a reliable and efficient moving service, and we deeply regret that we fell short of your expectations. We acknowledge that having one mover instead of the two you had reserved may have created a challenging situation for you. We tried our best to provide a prompt solution to ensure the job was completed as smoothly as possible. It is disappointing to hear that we were unable to send an additional mover to assist, and we understand how this affected your moving experience. Regarding the resolution we offered, we truly value your feedback, and we have taken your concerns to heart. We want to point out we had revised your bill to reflect a reduction of $139 in addition to the $30 previously credited. Your feedback is crucial to us, as it helps us identify areas where we can improve and provide better services to all our customers. We deeply regret any inconvenience or frustration this situation may have caused, and we want to assure you that we are actively working on implementing measures to prevent similar incidents in the future. We are committed to making amends
Poor communication and scheduling caused significant moving delays and missed work.
Business reply on Google
Andrew, Thank you for taking the time to share your feedback regarding your recent move experience with Bellhop. We sincerely apologize for the inconveniences and frustrations you encountered during your move. Your feedback is important to us, and we deeply regret that we fell short of delivering the level of service you expected and deserved. We appreciate your recognition of the hard work and dedication of our movers, drivers, customer support, and sales teams. However, we hear your opinion about the management's handling of the situation caused which you feel caused unnecessary stress and resulted in a less than satisfactory experience. We are truly sorry for the unexpected delay in the availability of the truck for your move. We understand how crucial it is for moves to happen as scheduled, and we deeply regret any impact this delay had on your plans and commitments. The miscommunication and lack of responsiveness you experienced in regards to rescheduling your move time are inexcusable and do not reflect the standards we strive to uphold. We genuinely understand your frustration with the lack of professionalism you encountered, and we apologize for not providing the clear comm
customer charged for extra hours not worked by moving team
Business reply on Google
Thank you for bringing this to our attention. We are deeply sorry for the terrible experience you had with our company. This is not how we strive to treat our customers, and we have taken immediate steps to address the issues you've raised. We have investigated your claim and have taken appropriate action to ensure that this does not happen again in the future. We have also reviewed our pricing policy to make sure that all charges are transparent and fair. Please know that we take full responsibility for the problems you experienced and we are committed to making things right. We have already offered compensation for the extra charges and the inconvenience caused, and we hope that this will help to resolve the issue.
movers were late, understaffed, unprofessional, and overcharged for services
Business reply on Google
Stephanie, thank you for taking the time to share the details of your poor experience with Bellhop. We sincerely apologize for underestimating the move resources for your order and for the unprofessionalism that caused the move to be incomplete. We understand that the missing Pro, poor unload quality and our communication delays caused you great stress and inconvenience. Due to this, we've made additional adjustments to your bill to account for the overall poor service. Please reference our recent email from a Support Supervisor to verify your total reduced cost. The service provided to you is not our standard, and we sincerely hope to have the chance to redeem this experience in the future. Please don't hesitate to reach out with any additional questions or concerns at [email protected]. Thank you!
movers failed to complete job, damaged items, and charged extra fees
Business reply on Google
Alyssa, thank you for alerting us to your poor experience. We sincerely apologize for our inability to complete the move in one day scheduled and for the damages caused to your valued items--including your daughter's chair. Our system reflects that our Quality Team is reviewing your order experience and claim to provide a complete resolution as soon as possible. Please reference our recent email and voice messages to connect. We look forward to assisting. Thank you.
Company offered inadequate compensation for damaged refrigerator.
Business reply on Google
Codi, we're so sorry that your refrigerator was impacted during the move. It is never intentional for damages to occur and is not the way we expect moves to go. In the rare event that damages do occur, we have a claims process where we reimburse for damaged items at the industry standard rate of $0.60 per pound per item. This amount is not tied to the repair or replacement cost of your item. It looks like our Claims Team has already been in contact with you regarding the damages and we are so sorry that you are not satisfied with their resolution. The team is eager to work out a resolution in line with the moving industry standard weight on the item. We are continuing to look into and refine our claims processes and appreciate you taking the time to review and leave feedback.
Repeated billing errors and failure to apply promised discounts.
Business reply on Google
Hi Jay, we are so sorry that your move was rescheduled based on our HQ error and for the billing issue on your order. Your experience falls short of the high standard of service that we strive for, and we want to apologize for the frustrating situation and the service that you received. We take customer feedback very seriously and we have shared your comments with our Quality Team to address your concerns and improve our service moving forward. Due to your experience, we have adjusted your bill to our 2-hour minimum and applied both discounts to your reservation. $22.26 has been refunded to your card, to make your total move cost $109. Please see our email for your updated receipt of service. You will see this reimbursement processed within a few business days. We sincerely hope to redeem the experience in the future!