Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The deposit was made on 4/12/2025 after several emails going back and forth and phone calls. When I started to question even more my original thoughts, MetroHop refused to provide me an updated quote and said they could not do this until it was closer to the time of the pick up. I asked for someone to physically come out, as I feel that they under quoted me and they refused. My move was ***** lbs more than what MetroHop quoted and over 300 additional items. I did not use their service because when I contacted them, they refused to provide the necessary updates and became rude with me on the phone. I never signed a finalized BOL and their tactics are deceitful. I would have had to pay the difference at the time of pickup and that would not have been possible. I tried to explain that to them as well. Contact with Will ********** through emails after the agreement was signed were not answered as well. Service was not used and will not be used. The request for cancellation was done more than 30 days prior to pick up after going back and forth with customer service. They are still charging me the deposit when no service were rendered and never will be (must use within a year of booking....well I am in a years lease....so not even possible...very deceitful and the representative should have went over every aspect and when asked for a revision well before the pick up, should have been able to be handled.)

  Business Response

  Date: 07/10/2025

  
  Thank you for your message. Were sorry to hear about your concerns and understand that moving can be a stressful process. We appreciate the opportunity to clarify a few points. Your estimate was based on the inventory and details you provided at the time of booking. If your actual move size increased by over ****** lbs and ********************************************** a higher cost. However, we did not receive any updated inventory prior to your cancellation, which is necessary to revise a quote. As a brokerage, we do not dispatch in-home estimators unless you are within 50  miles, but we are always happy to revise estimates as new information is provided. We did not refuse a revisionwe simply require the updated list to proceed. Because no pickup occurred, no Bill of Lading was signed and no further charges were applied beyond the initial deposit. As outlined in the agreement, this deposit is non-refundable but remains valid for up to one year and can be used toward a future move. We will review the communication history internally to ensure professionalism was maintained. If you have any additional questions or if your plans change, were here to help.
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23580118
  
  I am rejecting this response because: I had asked several times to do an update and was advised an update could not be done prior to 3 days to the move date in which I advised that was not acceptable. I advised I needed a better quote and couldnt wait until the last minute and had no response. At one point because I wanted to cancel I was even treated rudely over the phone. I attempted numerous times to get a revised quote and even advised that there was no way that I had that little amount of items. I would like you to provide a refund as I am not moving anytime in the next year as we just moved in and cost me well over what you were quoting me and I had asked you to come out and was never advised someone couldnt come out because it was over 50 miles away. You are putting my family in a hardship and there is no need to do so. I support 5 children and my husband is a military vet. Please find it in your heart to do the right thing as you know I will never use your service and its like stealing someones money. I never even saw a BOL nor signed one. You can see that I questioned several times about the contents and the cost
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/10/2025

  Thank you for reaching out. We understand that moving can be stressful, especially when trying to coordinate around family and financial responsibilities. We appreciate the opportunity to address your concerns. To clarify, we do offer one updated estimate prior to pickup, but this is strictly done the week of the move to ensure the inventory list is finalized after packing is complete. This policy is in place to provide the most accurate pricing based on the confirmed volume, and was explained during the booking process. As a licensed moving broker, we do not provide in-home estimates unless within a 50 mile radius. We coordinate remotely with customers across the country and rely on the inventory list submitted at the time of booking. If there was a significant difference between the original list and your actual volume, this would have impacted your final cost. Additionally, contrary to your claim, you did sign the Interstate Bill of Lading confirming your agreement to the terms and services. For your reference, a copy of the signed BOL is attached to this email. While we empathize with your situation, the deposit is non-refundable as outlined in the signed agreement. However, it remains valid for one year and can be applied toward a future move should your plans change within that timeframe. We truly wish you and your family all the best in your new home, and we remain available should you need assistance in the future.
  
  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23580118
  
  I am rejecting this response because:

  again This isnt a finalized BOL and have requested numerous times to update the existing quote to prepare for additional costs. You refused to. This is not what was agreed upon. I informed you I could not wait until the last minute to provide a final quote as I needed to obtain additional funds. You did not provide or offer any other options. Knowing that people dont normally move in a year after they sign (I signed way before the move date) which means with a year lease there is no way I would ever get my money back. You are operating under false pretenses. You have no right to keep my money when you didnt perform any service nor did you offer a solution to fix the issue at hand even though it was related to you several times. 

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

• Initial Complaint

  Date:07/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked if the delivery could be the next day as I needed to drive 10 hours. ****** ******* said that would not be a problem because the law requires a rest period for the driver. I was NEVER given the option of a guaranteed vs standard delivery and there is no line item on the contract to even address that. It has been 8 days and I am still waiting for my delivery. ******** services has refused to address the issue after repeated attempts.

  Business Response

  Date: 07/09/2025

  Thank you for reaching out, and we truly understand how frustrating it can be to experience delays during such an important transition. We sincerely apologize for any inconvenience this situation has caused and appreciate your patience as we work to ensure your household goods are delivered safely. We would like to clarify a few points to avoid any further confusion. While we do our best to accommodate requested delivery dates, your reservation was booked under our standard delivery window, not a guaranteed delivery service. Guaranteed delivery is available as an optional upgrade, and when selected, is clearly itemized in the estimate and agreement. We regret if there was any misunderstanding regarding this distinction. Regarding your conversation with ****** *******, he may have referenced the federally mandated rest period for drivers, which is standard in the industry. However, this regulation does not ensure next-day delivery, especially for long-distance moves, as timing is subject to multiple factors including route planning, freight logistics, and driver availability. Please know that we remain committed to supporting you through this process, and were here to help however we can. If you have any further questions or would like a direct update from dispatch, please dont hesitate to reach out to our office. 
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23574880
  
  I am rejecting this response because:

  ****** ******* did not offer guaranteed vs standard shipping as an option. He stated that it would not be a problem for delivery on July 1. He never disavowed me of the understanding that the delivery would not be July 1. He lied by both omission and commission. He also lied when stating that the crew that would move me was out of *********** and was the crew that moved his relative's belongings to *********. In fact, the crew that picked up my belongings was from ************* and was not the crew that delivered my belongings. Another lie. The cost quoted and the amount I ended up paying differed by @ $4000.00. Really??
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/21/2025

  Thank you for sharing your concerns. We understand that moving can be a stressful experience, and were sorry to hear you were dissatisfied with aspects of the process. We appreciate the opportunity to clarify the situation. At the time of booking, your move was reserved under a standard delivery window, which is the default service unless a guaranteed delivery option is specifically selected and itemized in the estimate. No such upgrade was requested or paid for in your case, and the signed documentation reflects this. While we always aim to meet requested timeframes, delivery dates under standard service are estimatednot guaranteedand can be impacted by factors such as routing, volume, and carrier availability. Regarding the moving crew, Metro Hop Relocation is a licensed brokerage that arranges moves through fully insured and authorized carriers. The assignment of drivers and crews is handled by the carrier based on scheduling and logistics. Any reference to a specific crew during your booking was provided in good faith based on the information available at that time, but is not guaranteed. The price difference noted appears to be the result of additional items or volume not included in your original estimate. As outlined in the agreement, the final cost is based on actual space used, and any increase would have been discussed and agreed upon with the carrier at the time of pickup. We are committed to transparency and customer service and regret if any aspect of the process caused frustration. If youd like assistance reviewing your estimate or signed documents, were happy to help.
  
  
  
  
  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23574880
  
  I am rejecting this response because:
  Failure to clearly articulate what is required by the contract and saying bold face lies rather than saying that you are speaking generally is outrageous. Way to sell! I have also filed a complaint with ***** and will be seeking damages.
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Metro Hop Relocation Location: **********, ** Complaint Type: Service Issue / Scheduling Failure / Financial Loss ?Complaint:I contracted with Metro Hop Relocation for a full-service move and was given a confirmed pick-up date of June 4, 2025. The assigned driver initially contacted me to confirm the date, and during our conversation, he called his scheduler separately to verify that June 4 was available. He then called me back and confirmed that the June 4 pick-up date was officially set.Based on that confirmation, I made non-refundable hotel reservations for two nights (June 46), arranged to vacate my apartment by that date, and scheduled my travel accordingly.Less than 24 hours before the confirmed pick-up, I received a call from the driver saying they could no longer come on the 4th. I was told the date was subject to change, despite no prior indication of that, and despite the company confirming it through their scheduling department.When I contacted Metro Hop to express my concern and request reimbursement for the hotel reservation I could no longer cancel, they refused. I was told the change was allowed under their policy and that they would not reimburse me for any resulting financial loss.If I had been told the date could shift, I would not have booked non-refundable lodging or made time-sensitive plans. Instead, I was assured the 4th was locked inand I structured my entire move around that date.This caused financial loss, logistical disruption, and emotional distress. Their refusal to acknowledge or take accountability is unacceptable.?Desired Resolution:I am requesting:Reimbursement for the two-night hotel reservation ($Acknowledgment from Metro Hop Relocation that their communication failure resulted in financial harm A change in policy or documentation to make it explicit when dates are subject to changeespecially when customers are making major life plans around them

  Business Response

  Date: 06/04/2025

  Thank you for taking the time to share your concerns. We truly regret the inconvenience and stress this situation has caused during your moving process. At Metro Hop Relocation, we are committed to transparent communication and supporting our customers throughout each step of their **********************. To clarify the timeline and terms of your move: your original pickup window was scheduled for May 3031, 2025. On May 26, you contacted our office to request a change to those dates. Although this request was made within one week of your scheduled pickupwhich typically incurs a date-change feewe accommodated your request at no additional charge as a courtesy. At that time, your pickup window was updated to June 17, 2025, which you reviewed and signed. This one-week pickup window was necessary due to both the last-minute adjustment and the logistical challenges of your service area. We communicated that your move would take place within that timeframe, and that all dates within the window are subject to change depending on routing and operational availability. While the carrier initially confirmed June 4 as a projected pickup date, this was not a guaranteed date. As outlined in your agreement and the verification call, all dates are subject to adjustment within the confirmed window unless a premium guaranteed date service is purchased, which was not selected in this case. Due to an unforeseen routing delay, your pickup was rescheduled to June 5still within your agreed-upon window of June 17. We understand your frustration and sympathize with the impact that even minor scheduling changes can have, especially when outside accommodations or travel plans are involved. However, given that: your pickup window was changed at your request without a fee, the service was reconfirmed within the contractual timeframe, we are unable to offer reimbursement for personal expenses incurred outside the terms of the agreement. That said, we greatly value your feedback and are sharing it with our team to help improve how we communicate expectations around schedulingparticularly in time-sensitive moves or areas with limited route availability. Should you have any further questions or need support, please dont hesitate to contact our customer service team directly.

  
  
  
  

  
  

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: Misleading Information and Unethical Business PracticesI am filing this complaint on behalf of my 75-year-old mother, who was misled by this company regarding the nature of their services. She was under the impression based on a phone call with a representative that the fee she paid covered the entire cost of her move. In reality, this company is only a broker, and the fee went solely toward coordination, not the actual moving services.She used nearly her entire rent money for what she believed was a full-service move. However, when the movers arrived, she was told she would need to pay $2,000 upfront and another $2,000 upon delivery, a cost she had not been made aware of beforehand. She was also told that key items, including her bed, would not be delivered for at least two weeks.When it became clear she could not afford the unexpected fees, the movers left the day before she had to vacate her home leaving her in an incredibly stressful and vulnerable situation. We contacted the broker to request a refund of the deposit, but they refused.This experience has caused significant emotional and financial distress for my mother. I am deeply concerned about the companys failure to clearly communicate the nature of their services, and their unwillingness to take responsibility for the misinformation provided.I am requesting a full refund of the deposit paid and hope the BBB will help hold this company accountable to more ethical standards, especially when dealing with elderly and vulnerable clients.

  Business Response

  Date: 06/02/2025

  We sincerely empathize with the emotional and financial stress this customer and her family experienced during the moving process. However, we would like to clarify the nature of our services and address the concerns raised. Metro Hop Relocation operates as a federally licensed moving broker, a fact clearly stated in our initial documentation, our terms and conditions, and our website. which were reviewed and signed at the time of booking. Our role is to coordinate moving services by connecting customers with licensed and insured motor carriers, and the initial deposit paid reflects the cost of those coordination services. This deposit does not cover the full cost of the physical move, which is handled directly by the assigned carrier and based on the details provided by the customer. Prior to scheduling, we provided a written estimate outlining the projected costs of the move based on the inventory and information communicated to our team. It is also explained during the recorded verification call that the remaining balance is due to the carrier at the time of pickup and delivery. We make every effort to ensure that customers understand this structure, and there is no record indicating that we misrepresented the nature of the service or guaranteed a full-service move for the deposit alone. We understand that unforeseen financial limitations can be distressing, especially in time-sensitive situations. However, the additional charges presented by the carrier were based on services and inventory beyond what was originally estimated. Furthermore, the customer was provided with contact information for both our company and the carrier, and our team made good-faith efforts to assist once we were informed of the issue. While we regret that this move did not proceed as planned, the services agreed upon were rendered as contracted. As such, the deposit is non-refundable, as it reflects administrative efforts, scheduling, and coordination services already fulfilled. The deposit can be used towards a move within the next two years. 
  
  
  
  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23401721
  
  Consumer Rebuttal:
  We appreciate the companys acknowledgment of our distress, but their response fails to address the core issuea clear lack of transparency and misleading verbal communication during the booking process.
  My 75-year-old mother, who was alone during this process, was not properly informedverbally or in writingof the full nature of the services or the fact that this was only a broker fee. She was led to believe the amount she paid would cover the entire move. No one clearly explained that this was not the cost of the actual moving service, nor that she would later be required to pay an additional $4,000.
  Furthermore, this is not an isolated case. Numerous reviews across multiple platforms reflect a pattern of similar experiences: elderly, vulnerable, or time-pressured customers being misled or confused about the structure of the costs, only to find out later that the deposit was non-refundable and that the actual move would cost much more.
  The claim that the documentation and costs were clear is in direct contradiction to our experience. My mother was rushed through a process she didnt fully understand, pressured to sign and pay quickly, and left without the services she believed she was purchasing. When she could not pay the additional unexpected costs, the movers left, and she was left in a crisis with no refund and no movejust days before needing to vacate.
  The offer to reuse the deposit within two years is not a remedy for someone who was already financially devastated and misled the first time.
  At minimum, this experience highlights a failure in ethical communication, especially with vulnerable populations. We ask the company to acknowledge this failure and take responsibility for ensuring that future customersespecially elderly individualsare not misled through aggressive or unclear sales tactics. We respectfully request a full refund of the deposit as a matter of principle and accountability
  Sincerely, ******* ********. 
  
  
  ******* ********

  Customer Answer

  Date: 06/02/2025

  Please see below reasons the attached document is decieving. 
  
  1. The Language Downplays the Nature of the ********************** refers to this as a moving estimate but only in small print clarifies that they are a moving broker, not the actual mover.
  While it says theyre not a motor carrier (bottom of the first page), this fact is buried in fine printnot highlighted clearly upfront where a vulnerable consumer would see and understand it.
  Why its deceptive: Many consumers assume when they hire a company for moving, that company is performing the movenot outsourcing it. The lack of upfront, bold, and repeated clarification is misleading by omission.
  2. The Deposit Appears to Cover the Move
  The document shows a Total Estimate of $3,217.67, with a Required Upfront Deposit of $1,509.49.
  There is no large, clear disclaimer that this deposit does not cover any physical moving services.
  Many people (especially the elderly) would reasonably assume this is a payment toward the total cost, not a non-refundable broker fee.
  
  Why its deceptive: Without explicitly stating that the balance is paid directly to a third-party moverand that the company retains thedeposit regardless of whether a move occursmost people would assume its refundable if the move doesnt happen.

  3. Recorded Verification Call Clause Is Used to Avoid Responsibility
  The company refers customers back to a recorded call for confirmation of termsbut this isnt attached, and unless requested, the customer likely wont remember every detail.

  This shifts the burden onto the customer instead of clearly explaining terms in writing.
  
  Why its deceptive: Relying on a past phone call that wasnt clearly documented or written in plain English in the contract undermines informed consentespecially when the target audience may be elderly or under pressure.
  
  4. Legal Language Is Dense and Easy to Miss
  
  The document uses industry jargon (non-binding estimate, weight-based charges, carrier-provided services) without plain-language explanation.
  Theres no plain-English summary stating: You are hiring us to match you with a mover. We are not the moving company. Your deposit is non-refundable and does not go toward the cost of the move.
  Why its deceptive: Legal language can protect the company while confusing the customera classic hallmark of unethical business practices.
  

  We will be filing this complaint to the State ************************* *****, and CFPB. 

  Business Response

  Date: 06/03/2025

  Thank you for taking the time to share your concerns. We are genuinely sorry to hear that you feel misled and that your experience did not meet your expectations. At Metro Hop Relocation, we take transparency, compliance, and customer satisfaction seriously, and we appreciate the opportunity to respond to your concerns. 

  1. Clarity of **********************start="561" data-end="564"> We understand that the distinction between a broker and a motor carrier can be unfamiliar to some customers. However, we do clearly disclose our role as a federally licensed moving broker in multiple places within our documentation, including the first page of the estimate, and also on our website. This information is not hidden in "fine print" but is included in the written agreement, on our website, and disclosed verbally over the phone to ensure transparency and consumer understanding. Many consumers may assume a moving company performs the move directly, which is why we go to great lengths to explain our role in securing services from a licensed carrier.

  2. Nature of the ****************start="1248" data-end="1251"> The estimate and terms of service indicate that the upfront deposit secures coordination, scheduling, and reservation of services with a licensed carrier. This deposit is not, and is not presented as, full payment for the move. It is part of a total cost estimate based on information provided at the time of booking. We acknowledge that misunderstandings can occur, especially under time pressure, but our documentation clarifies that the remaining balance is paid directly to the assigned carrier and that the deposit is non-refundable once the cancellation window passes.

  4. Use of *****************************start="2405" data-end="2408"> Our agreements follow federal guidelines and use legally required language that applies to all household goods brokers and carriers. That said, we also include support from live agents who are trained to answer questions and provide clarification in plain language. Customers are encouraged to ask questions and review all terms prior to booking, and we are always available to explain details to ensure understandingespecially for those who may need extra support.

  We take every effort to communicate our services clearly and legally, and our practices align with ***** regulations and consumer protection standards. While we regret that this experience was upsetting, our documentation and communications were consistent, accurate, and disclosed the nature of the services provided. Should you wish to discuss this further, please do not hesitate to reach out to our customer service team.

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 

  Thank you for your response. However, your continued insistence that this experience was the result of a misunderstanding rather than a failure of clear, ethical communication is both inaccurate and deeply disappointing.
  1. Broker Status Was Not Clearly Disclosed
  While your documents and website may contain the legally required broker disclaimers, they are buried in dense legal language, and not clearly explained to consumers especially during initial verbal conversations, which are often the only interaction many elderly or overwhelmed customers rely on to make decisions.
  My *********** mother was never explicitly told she was hiring a broker, and she believed in good faith that she was paying for her full move. Your references to we go to great lengths are not supported by our experience nor by many other consumer reviews reporting the same deception.
  Lets be honest: if you genuinely prioritized transparency, your representatives would begin every call with a clear statement such as:
  Please note, we are a broker. We do not perform your move. This deposit is for coordination only and does not cover your movers or your move.
  That was not said. And because of that, my mother believed she had paid for the entire move a belief your sales process did not correct.
  2. Misleading Presentation of the Deposit
  You claim the deposit is not presented as full payment, but this is exactly how it came across in the estimate. There was no clear statement that this deposit would not be refunded under any circumstance or that an entirely separate company would later demand thousands of dollars more.
  By using terms like total moving estimate and required upfront payment, and failing to place a bold, standalone warning that the deposit only covers broker services, your contract intentionally gives the impression that this is a partial payment toward the entire move.
  3. Industry Language Does Not Excuse Confusing Contracts
  Legal jargon and disclaimers do not absolve your company of responsibility for ethical communication. Relying on customers to sort through pages of legal text much of it designed to protect the company, not inform the customer is especially unacceptable when you are dealing with elderly or vulnerable individuals.
  Your sales team should be trained not just in legal compliance but in trauma-informed, ethical communication, especially when asking customers to make large, non-refundable financial decisions.
  4. Pattern of Complaints Indicates Systemic Issues
  This is not an isolated incident. Your company has received multiple public complaints from customers who experienced the same pattern of misunderstanding, financial distress, and lack of refund after being led to believe they were paying for a complete move.
  When numerous customers say the same thing, the issue is not confusion its a systemic communication failure. The appropriate response is to revise your sales practices, not deflect responsibility.
  Conclusion & Request
  My mother was left without a move, without her money, and with no ability to recover what she paid. She trusted your company and was misled. We again request a full refund of the $1,417 deposit and urge your company to revise your communication strategy to reflect true informed consent, especially for elderly consumers
  
  

  
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were scheduled to move on June 28th 2025 and called metro hop. We notified them that our plans changed and we wont be moving. They refused to give us our deposit back the so called manager hung up on our face this whole company is a scam

  Business Response

  Date: 05/19/2025

  Thank you for reaching out. Were sorry to hear about your experience and understand how frustrating this situation must be. After thoroughly reviewing our records, we are unable to locate a reservation under your name or for the move date of June 28, 2025. It's possible that you may be referring to a different company with a similar name. Metro Hop Relocation LLC takes customer service and professionalism seriously, and we strive to handle all communications with respect and transparency. 
  
  

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am no longer in need of relocation services, thus I do not need any of the services their business is providing. They have not provided any service to me thus far - they simply collected a 50% deposit for a move that was scheduled for June *****. I am due a refund of my deposit because to date I have not received anything from this business save for an estimate.

  Business Response

  Date: 05/19/2025

  Thank you for reaching out. Were sorry to hear that you no longer require relocation services and appreciate the opportunity to address your concerns. We understand your position; however, please note that your reservation was made under terms that include a pre-disclosed cancellation policy, which allows for a full refund only if cancellation is submitted in writing within 72 hours of signing the Interstate Bill of Lading. As your cancellation was received outside of this window, the deposit is non-refundable as outlined in the agreement. That said, we want to be as accommodating as possible. Your deposit remains valid and may be applied toward any future move coordinated through Metro Hop Relocation LLC for up to one year from the date of your cancellation email. If your plans change and you need to reschedule, well be happy to assist. Should you have any further questions or need help coordinating a future move, please dont hesitate to contact our office at ************. We sincerely appreciate your understanding.
  
  
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23349587
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 05/20/2025

  I reject this response from the vendor for multiple reasons.  First and foremost, I have received NO goods or service from the vendor.  The deposit made was for an out of state relocation to be completed on June 28, 2025.  This is no longer needed, and thus there is no service to e rendered that I should be charged for.  Furthermore, this is not standard or conforming practice for this type of service - I called multiple other moving companies to inquire as to their policies for either taking deposits or for refunding a deposit made if a move is cancelled well ahead of the scheduled date.  All the other vendors either said there is no deposit required, or that any deposit would be fully refunded if no service was rendered, such as in this case.  In short, I am not moving, so I should not have to pay for moving services that were not and will not be provided.

  The second reason, and probably more serious issue for my rejection and complaint, is that this business is using illegitimate and misleading methods to lure customers.  In my case, I performed a search online for well-rated moving companies in the area and was returned a name of a business that led me to the broker who facilitated this transaction.  At no time was the company name of "Metro Hop Relocations" indicated in my search or during the conversation with the broker.  If i had seen or heard that name, I would never have continued with this transaction because a search online reveals an egregious customer service rating, as well as myriad complaints and accusations of scams perpetrated by Metro Hop Relocations.  They are using misleading and possibly illegal tactics to direct people to online brokers for them without revealing their name in order to obfuscate their poor reputation.  The only time its evident you're working with them is when the paperwork is sent for signature electronically, which is easy to miss at that stage.  

  For these reasons, i hope you'll agree that there is no reasonable decision to come to other than rejecting this business's response, but instead for  your agency to seek to investigate them further and provide consumers with protection against their unprofessional, and frankly harmful and dangerous business practices. Thank you.

   

  Business Response

  Date: 05/20/2025

  Thank you for your follow-up message. We genuinely regret that you feel this way and appreciate the opportunity to respond to your concerns in greater detail. While we understand your frustration regarding the cancellation, we would like to reiterate that your reservation was made under clearly outlined terms and conditions, including a pre-disclosed cancellation policy. This policy was acknowledged and agreed to at the time of booking when the Interstate Bill of Lading was electronically signed. As per those terms, cancellations must be submitted in writing within 72 hours of signing to qualify for a refund. Since your cancellation was received outside of that window, the deposit is non-refundable. Although no physical relocation services have yet occurred, we would like to clarify that services were rendered in the form of move coordination, reservation placement, and the recommendation of a licensed carrierall of which require time, administrative labor, and scheduling resources. These are integral parts of the service Metro Hop Relocation LLC, as a licensed moving broker, provides in accordance with DOT regulations. Regarding the company name and online presence: Our name, Metro Hop Relocation LLC, is disclosed in all official documentation, including your estimate. While online broker platforms may use lead generation services or network listings to match customers with licensed companies, at no point have we mislead or concealed our identity. We are committed to full transparency and compliance with all applicable laws and regulations. We also take allegations of scams and illegitimate practices seriously and respectfully reject these characterizations. We operate in accordance with *** regulations and strive to provide every customer with a fair and professional experience. Your deposit remains available for use toward any future relocation with us within one year of your cancellation, as outlined. Should your plans change or you decide to proceed with a move at a later time, we would be more than happy to assist.
  
  
  
  
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23349587
  
  I am rejecting this response because this company continues to misrepresent its practices and makes claims that dont reflect the reality of their conduct. Finally, I have consulted with many other reputable moving companies and all of them note that the practice of requesting a deposit to schedule a move is unusual at best and suspicious at worst. I will not accept anything less than a full refund. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/20/2025

  Thank you for your continued correspondence. We understand your concerns and appreciate the opportunity to clarify once again. We respectfully stand by our previous responses. Your reservation was made under the terms and conditions fully disclosed in the estimate and Interstate Bill of Lading, which was electronically signed to confirm your acceptance of the service agreement. These terms include a clearly defined cancellation policy allowing a full refund only if cancellation is received within 72 hours of signing. As your cancellation was submitted outside of this window, the deposit is non-refundable. As a licensed moving broker, Metro Hop Relocation LLC coordinates services on your behalf by assigning a DOT-authorized carrier, securing a reservation within your requested time frame, and preparing the logistics necessary for your relocation. While the physical move has not occurred, these coordination efforts represent services rendered in accordance with our role as outlined by federal regulations. While we understand that other moving companies may operate under different business models or policies, collecting a deposit to reserve servicesespecially for long-distance or interstate relocationsis a common and legitimate industry practice. Our policy is not only clearly communicated but is in full compliance with FMCSA and DOT guidelines. We regret that you are dissatisfied, but respectfully maintain that your deposit remains non-refundable under the terms you agreed to. However, as previously stated, your deposit will remain valid and may be applied toward any future move coordinated through Metro Hop Relocation LLC for up to one year from the date of cancellation. If you would like to revisit scheduling at a later date or have any further questions, we are more than willing to assist.
  
  
  
  
  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23349587
  
  I am rejecting this response because I stand by my previous comments and statements. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Metro Hop Relocation used bait and switch methods to raise prices from initial estimate of $5710.00 to $14,900. Then they would not refund our deposit because my wife docu-signed a bill of lading back in April. I'm in trucking and a bill of lading is conveyance paperwork, full odf details about the shipment, which were not available at the time she signed it.

  Business Response

  Date: 05/13/2025

  At Metro Hop Relocation, we strive to maintain transparency and fairness in every aspect of our service. The initial estimate of $5,710.00 was based entirely on the inventory list and cubic footage you provided at the time of booking. Prior to your scheduled pickup, an additional 684 cubic feet of household goods were added to your inventory, which significantly increased the required space and labor. As outlined in our agreement, any additions to the inventory are subject to charges at the agreed-upon rate, which accounted for the updated cost. We understand your concerns regarding the Bill of Lading. Please note that, as per **************************** regulations, the Bill of Lading is a required document to initiate brokered moving services and secure a carrier on your behalf. It does not finalize shipment details but serves to confirm that services are being coordinated and a carrier is being assigned based on the information provided at the time. The signing of this document in April confirmed your reservation and authorized us to move forward with securing services for your requested timeframe. We regret any misunderstanding but must respectfully clarify that this was not a "bait and switch" practice. Customers are always given the option to proceed with the original estimate by keeping their inventory unchanged or to move forward with an updated estimate that reflects any additions. If you would like to further discuss your situation or explore possible resolutions, we are more than willing to speak with you directly. Please feel free to contact our office at your convenience. 
  
  
  
  

• Initial Complaint

  Date:04/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 29, 2025: made deposit with Max, April *******: they show up 1.5 hours late with a quote almost $3000 higher than they originally quoted. SCAM ALERT: Metro Hop Relocation is a Dishonest, Unprofessional Nightmare! DO NOT USE METRO HOP RELOCATION UNDER ANY CIRCUMSTANCES! This company is a complete scam, and I wish I had read the reviews before trusting them with my move. From the start, they lied, manipulated, and strong-armed us into paying nearly $3,000 MORE than our original quote. Heres how their scam works: 1. They bait you with a low quoteI explicitly told them we were moving everything from our 900 sq ft apartment, including storage (with exact measurements provided), and they assured us it would fit. 2. They show up lateTheir crew arrived 1.5 hours behind schedule, then immediately started making excuses. 3. They hold your deposit hostageThey claimed that if we didnt agree to their outrageous upcharges the next day, theyd keep our deposit. Essentially, they trapped us into paying more. 4. They lie about truck spaceSuddenly, our belongings (which they had full details on) "wouldnt fit" unless we paid an extra $2,700. Absolute robbery! The movers were unprofessional, disorganized, and clearly trained to pressure customers into paying more. This is FRAUD, plain and simple. They intentionally underquote to lure people in, then hold their belongings and deposits hostage until they cough up more money. I am reporting them to the Better Business Bureau, my states attorney general, and any other consumer protection agency that will listen. DO NOT FALL FOR THEIR SCAM. Spend a little more on a reputable companyMetro Hop Relocation will lie, cheat, and steal from you without hesitation. 0/10 PREDATORY BUSINESS PRACTICES. AVOID AT ALL COSTS.

  Business Response

  Date: 04/29/2025

  Thank you for taking the time to share your feedback. We sincerely regret that you are dissatisfied with your experience, and we appreciate the opportunity to address your concerns directly and transparently. At Metro Hop Relocation, we provide moving estimates based solely on the inventory list and information provided by the customer at the time of booking. Your initial estimate was prepared based on the details you supplied, including the cubic footage and description of your storage items. We rely on the accuracy and completeness of the information shared with us in order to generate a fair and accurate estimate. At the time of the pickup, the moving carrier identified additional items and a greater volume of goods than originally outlined in your estimate. Per the terms clearly stated in your agreement, customer are always given two options at pickup: 

  1. Proceed with moving only the inventory listed in the original estimate at the quoted price, or
  

  2. Move all items, including any additional inventory, at the agreed-upon rate per cubic foot.

  This policy ensures that our customers retain full control over the scope and cost of their move. Any adjustment in pricing is directly related to the increase in inventory or services requested at pickup, not due to any change or action by Metro Hop Relocation. Additionally, we want to clarify that your deposit secures your space and services with the moving carrier and remains valid for a future move for up to two years if needed. At no point is a customer's deposit "held hostage." Rather, the terms of service and cancellation/refund policies are fully disclosed and agreed upon at the time of booking. We understand that moving can be an emotional and stressful process, particularly when unexpected changes occur. However, we firmly deny any allegations of fraud, dishonesty, or predatory practices. Metro Hop Relocation remains committed to providing transparent, professional, and ethical services to all customers.
  
  If you would like to discuss your move further, we would be happy to assist you. Please feel free to contact us directly so that we may offer any additional support you may need.
  
  

  
  

• Initial Complaint

  Date:04/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a moving contract on 4/7. Estimate nearly 11K. I was so stressed about the sales contract and the move, I just wrote a check for over $6,900. After re reading the contract. Deposit was only supposed to be 20%. Our sales contract has fallen through and we no longer need to move and we need our deposit refunded. I then researched this company and they have been involved in multiple charges of fraudulent and deceptive practices and I want out of this contract.

  Business Response

  Date: 04/21/2025

  Thank you for reaching out and sharing your concerns. We certainly understand how stressful moving and real estate transactions can be, and we want to address your concerns with care and transparency. Regarding your deposit, we would like to clarify that the terms you agreed to are accurately reflected in your moving estimate. As outlined in the estimate, the deposit amount consists of 20% of the estimated total cost, plus the binding estimate fee, which together make up the total deposit due at booking. We understand that this may have been overlooked during an understandably stressful time, but we can assure you that there was no misrepresentation or fraudulent activity. Additionally, we have no record of receiving a cancellation request by phone or email. Per our policy, cancellations must be formally submitted by email to allow us to properly process and document any changes. If you wish to discuss your situation further or proceed with a cancellation request, we encourage you to call our office directly at ************. As noted in the terms of your estimate, your deposit remains valid for up to two years and can be applied toward a future move should your plans change. We are committed to assisting you in any way we can and would be happy to discuss your available options. Please feel free to contact us at your earliest convenience if you would like to review next steps. We are here to help.
  
  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23228862
  
  I am rejecting this response because: This is an extraordinary circumstance. My house contract fell through, we have decided not to move our belongings. There is no set date, and being out of a job, I need those funds returned to me. 
  
  Sincerely,
  
  ***-********* ********

  Business Response

  Date: 04/23/2025

  Thank you for your response. We sincerely understand how difficult and unexpected situations like this can be, and we truly empathize with the challenges you're currently facing. While we remain sympathetic to your circumstances, we must respectfully adhere to the terms of the agreement that were acknowledged at the time of booking. As noted in the signed estimate, the deposit becomes non-refundable once the cancellation window has passed. At this time, your request falls outside of that cancellation period. That said, we want to support you as best we can. Please know that your deposit remains fully valid for up to two years and can be applied toward a future move at any time within that period. We hope that when the timing is right and your circumstances improve, well have the opportunity to assist you. If theres anything further we can do to help or if you have any questions about your options, please dont hesitate to reach out. Were here to support you.
  
  
  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23228862
  
  I am rejecting this response because: my move has been cancelled. We are not moving. My deposit is required to be refunded. 
  
  Sincerely,
  
  ***-********* ********

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I used this company for a multi- state move. When going through the inventory I was quoted one price of $4900. Upon arrival of the movers - I was quoted a higher price, they said I had more items than quoted and charged an additional $1500 that day. From there I had to sacrifice brining my belonging to my new home and find a storage unit in the state I was moving from. This has put me out each month to rent a storage unit. When I was called that my belongings were arriving to my new home, they let me know that again more additional charges would be incurred. When receiving my belonging at my new home they also required I had to pay with cash, money order, or Zelle - no credit cards, which was how I had been paying up to this point. The charge was only supposed to be $1400, but with the additional charges I was required to Zelle them $2101. Now months later, I am being charged a fee from the company each month on my credit card. When I reached out multiple time to get this taken off - I have received no response from the company. What I am seeking is a refund for the inconvenience, a refund for the fee that is being repeatedly charged to me, and to give information on this company's business practices. They have now been an expense in my life since I used it 4 months ago. Please advise on next steps.

  Business Response

  Date: 03/24/2025

  Thank you for taking the time to share your feedback. We truly understand that moving across states can be a stressful experience, and were sorry to hear that youve encountered difficulties. That said, wed like to clarify a few key details regarding your experience to ensure an accurate understanding of the services provided. Your original estimate of $4,900 was based on the inventory you provided to our team during the booking process. In fact, during our follow-up call prior to your scheduled pickup, you advised us that you would be removing items, not adding to them. Had we been informed of any additional items or services needed, we would have gladly updated your estimate to reflect those changes. This process is in place specifically to avoid surprises at the time of pickup. The increase in cost at pickup was due to additional inventory and services beyond what was originally quoted. Per your agreement, the carrier presents two options at the time of pickup: Move forward with only the items listed in the estimate at the quoted rate, or Include additional items or services at the agreed-upon rate per cubic foot. This flexibility is provided to ensure the customer has control over their moving budget at every stage. We understand you chose to move forward with the additional services, which is why your cost was adjusted accordingly. Please note that Metro Hop Relocation does not receive any financial benefit from adjustments made at pickup or deliverythese charges are made by the licensed moving carrier performing the physical move. Regarding your final payment at delivery, the carriers accepted payment methods (such as Zelle, money order, or cash) are standard in the moving industry and are outlined in the carriers terms as well as in the estimate you signed with us. In regard to the monthly charges on your credit card, Metro Hop Relocation is not charging you on a recurring basis. When you made your initial deposit, you opted to use a credit card, and it appears the recurring charge is part of a payment plan set up through your credit card providernot a charge initiated by our company. We recommend contacting your credit card company directly to inquire about how the payment schedule was set up. We appreciate you bringing your concerns to our attention. While we regret any inconvenience this process has caused you, our team followed standard procedures and communicated openly throughout your booking and pre-move process. If you would like to discuss your move further or need assistance filing a claim with the carrier, we are more than happy to help.