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:08/18/2025

  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.

  On July 19, I spoke with ***** ******* and arranged a move for my 66 year-old mother to relocate from ********** to *****. Prior to arranging this I got a quote from Uhaul for $3955. ***** ******* assured me that working with his company would Create less stress and be a significant price difference. After going over everything that was in my mothers possession, the grand total was. $3492. We then put $1658 down as a deposit and was told our stuff would be picked up on 7/27. ***** ******* assured me this would be stress-free. I can contact him, that this is family owned. I would then have to pay ****** at pick up at 917 at drop off. As the 27th arrived, we received a call on the 25th to then go over all of the stuff we had in possession that needed to be relocated from ********** to *****. I received a call on the 27th letting me know that my driver wouldnt be there till the 28th. Already a delay, my mom had her sister to drive with her to *****, who was to fly out on 8/2/25. Delays were very important to not have. I was told by the moving company he would be there between 8 AM and 10 AM. We did not receive a call till the 29th saying the driver would be there between 11am and 1pm. I was then told mom can leave the key under the mat and the movers would lock up. Her and my aunt left to *****. The driver did not arrived until 7 PM on 7/29/25. When the driver got there, he informed me we paid for 400 square feet and I have about 850 square feet worth of stuff. I was then quoted $5660. After much stress and figuring out what to leave and what to take we narrowed it down to $4,280. Mind you Im coordinating this all the way from *****. My mom now had to leave a lot of her stuff at the **************** so now she is not going get her deposit because we can only take whats important because thats all we could afford. This is not solely about complaining its extortion. They wait till they have your stuff and then demand more money.

  Business Response

  Date: 08/19/2025

  Metro Hop Relocation coordinated this move based on the inventory list provided by the customer, which generated the initial estimate. Prior to pickup, we provide a call to review the inventory list to make sure its accurate, and the customer attempted to add several additional items to her inventory list. Once it was explained that these items would increase her overall volume, she chose to remove them, confirming that only the original inventory should remain on the order. At pickup, the assigned motor carrier assessed that the household goods still exceeded the estimated volume due to having additional items. To assist, the carrier provided the customer with two options: (1) proceed with the original inventory at the originally quoted rate, or (2) move forward with the additional items at the previously agreed-upon per cubic foot rate. These options ensured that the customer could stay within her budget if desired while still allowing flexibility to transport the additional belongings. We also attempted to contact the customer m to provide support during this process, but she declined to speak with anyone other than her original representative, who was out sick at the time. Our team remained available and willing to assist to ensure the move was handled smoothly.
  
  

• Initial Complaint

  Date:08/07/2025

  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.

  On June 12th I hired metro hop relocation services for a move from ********** to ******** and paid them an an initial deposit. On June 20th they called to confirm the manifest, which had grown from the original because the intake they did on June 12th was inaccurate despite the fact that I had walked through my house while on the phone with the representative. At that point we signed off on a new contract with the correct manifest.After some discussion we decided to cancel our service with them and called on June 21st to cancel our contract. This cancellation being within 3 days and inline with their policy was due for a full refund of $5,498. At that time we cancelled the representation on the phone declared with certainty our deposit would be refunded on Monday. When no refund had shown up on Thursday, given the reputation and combative service level we had on Saturday we decided to file a dispute with our credit card company in order to protect ourselves. Metro Hop relocation has continued a combative and defensive stance and is NOT abiding by their own cancellation and refund policy.

  Business Response

  Date: 08/08/2025

  We understand the customers concerns and would like to clarify the timeline and terms of the booking. On June 12th, the customer booked a move from ********** to ******** and provided us with an initial inventory list, which generated the original estimate. On June 20th, during our courtesy confirmation call, the customer advised us of additional items not included in the original list. This change resulted in a revised estimate based on the updated manifest, which the customer reviewed and signed electronically. Per our cancellation policy, which is clearly stated in the estimate, on our website, and verbally explained at booking, the 72-hour cancellation window begins from the date the agreement is signednot from the date of any later inventory update. As the original agreement was signed on June 12th, the cancellation request on June 21st fell well outside of this refund window. At the time of cancellation, we informed the customer that while the deposit was non-refundable, it could be placed on hold for up to one year and applied to a future move at no additional cost. This offer remains available. We have made every effort to  communicate these policies clearly and treat the customer fairly within the terms of the agreement.

  Customer Answer

  Date: 08/10/2025

   
  Complaint: 23713639
  
  I am rejecting this response because:

  First and foremost, the initial contract with MetroHop was established on false pretense. I made it specifically clear while talking to the representative (S***** J******) that 

  1) I wanted to continue working with the team that I had on site that day that he confirmed was affiliated with MetroHop

  2) the price under specific terms had to beat the competitive option at hand. He PROMISED verbally, it would.

  On the issue of the revised manifest the second manifest doesnt only contain the added inventory but the original inventory list as well. We were clearly double charged for the original. Ive stated my issues with the original manifest and believe it was altered in order to maintain promises on price. At this time, despite the inaccuracies and questionable practices I am not trying to pursue anything from the first deposit. 
  

  At this time we are no longer in need of service, NOR has the customer service manager I have spoken with on a number of occasions made any verbal offer of any kind of service.

  Last Point:

  The same customer service manager, who I have spoken with on multiple occasions at this point has stated the following 
  

  in our call on 6/21 she 1) identified herself as the decision maker in this process 2) stated that the SECOND deposit, and only the second deposit, was eligible to be refunded and 3) the second deposit WOULD be refunded on the following Monday (6/23). When none of this happened, and with no communication or pending transactions from metrohop on our credit card we filed a dispute with the credit card company as a means of protecting ourselves. 
  

  in a follow up call with the same customer service manager approximately a month later she stated that MetroHop no longer had access to the funds due to said dispute and would not and could not provide a refund until the dispute was resolved. Now, that the dispute has been cancelled, my ask, is to please follow through and refund the second deposit. 

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

  Business Response

  Date: 08/11/2025

  We understand the customers concerns and would like to clarify the circumstances surrounding their booking and refund request. The customer initially booked their move based on the inventory they provided, which generated the original estimate and first deposit. At a later date, the inventory was revised to include additional items, which resulted in an updated estimate and a second deposit. We can confirm that the second deposit was eligible for a refund, and our customer service manager communicated this to the customer. However, before the refund could be processed, the customer initiated a dispute with their credit card company for the second deposit. Once a dispute is filed, the transaction amount is placed on hold by the bank, and the funds are no longer accessible to us. This process is entirely managed by the card issuer and can take up to 90 days to resolve. We have not received any request from the customers bank to cancel the dispute. In contrast, the case progressed into pre-arbitration, which means the matter is still actively under review by the financial institution. Until the dispute is fully resolved and the funds are released back to us by the bank, we are unable to process the refund directly. We remain committed to following through on our prior agreement to refund the second deposit as soon as the dispute process is complete and the funds are returned to us. In the meantime, we are available to provide any supporting documentation needed to help expedite the resolution with the card issuer.

   

  
  

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23713639
  
  I am rejecting this response because:

  I am currently rejecting this response but will start by saying I do appreciate the response and that there are nuances to the dispute process explained here that had not been explained to me by either the bank or MetroHop. And at this time I do want to highlight that the bank had told us that it would take 15 days for the dispute to become active and for the funds to be placed on hold. MetroHop did have close to 3 weeks to refund the second deposit before the funds were placed on a hold by the bank and obviously I am curious and frustrated as to why this was not resolved in the time frame that had been promised initially. More direct communication would have been very helpful in this matter and private channels would have been appreciated. Having said that I am grateful for the dialogue here, it had yielded progress.
  

  At this time, I can assure you, that the dispute is no longer active and the charge is currently sitting on the credit card and the funds need to be accounted for.

  I look forward to resolving this and hope you will contact us in short order with any instructions for expediting the refund.

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

• Initial Complaint

  Date:08/05/2025

  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.

  This company has no professional transparency, deceitful, and not forthcoming with being a broker and doing a 3rd party move contracted out to some guys with a truck. I paid this company for what?? They did nothing, the kid that ended up moving us did all the work. When I tried contacting the company I didn't get a call back. This is a typical scam that takes your money with no follow through, onsite agent to do a spot check of what it will cost. My move ended up costing double what the consultation was because they charged me for every box, loose item, any single piece they could put a numbered sticker on. AND YES I KNOW ITS AAAALLLL IN THE CONTRACT, but...If they were upfront during the phone consultation and order I NEVER would have used this place. BAD BUSINESS PRACTICES.I called with a list of my inventory(Usually a mover will send someone to your location to do an initial assessment) had a quote that I was told had to be paid to secure the move. After this so called mover shows up with no help, just his girlfriend, no other assistance...I asked him where his help was he told us nobody showed up to his ********** ad.Metro Hop was not transparent about any of this, who they are ,or their role.

  Business Response

  Date: 08/06/2025

  Thank you for your feedback. Were sorry to hear about your experience and want to clarify our role and the services we provided. Metro Hop Relocation is a licensed broker, as clearly disclosed on your estimate, our website, and during the initial consultation. As a broker, we are responsible for preparing your moving estimate and connecting you with a licensed and insured motor carrier. We do not perform the move ourselves but receive a portion of the total cost to coordinate and facilitate the booking on your behalf. We do not charge any fees beyond what is included in the total cost of the move. Your estimate was based on the inventory you provided, which generates the estimated volume. As discussed verbally and detailed in your documents, any additional items added at pickup will increase the volume and overall cost, calculated at the agreed-upon per cubic foot rate. Prior to pickup, we reached out again to confirm whether anything had changed with your inventory, to avoid surprises. You were also provided the option of taking the inventory list you provided to us at the agreed upon cost. We regret any frustration caused and appreciate you bringing your concerns to our attention. We strive to set clear expectations and remain available throughout the booking and coordination process to assist with any questions.
  
  
  

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23703284
  
  I am rejecting this response because:

  The Non transparent actions for consultations were never disclosed about the role this company played in my move. After reading the company's reviews it seems they have a history of illicit and non disclosure information on their role in the so called "Move" 

  The company they sent us was a joke. One man and his girlfriend in an Enterprise truck to move our 2x2 condo. When I asked him where his help was he said..."Im it and my girlfriend, nobody else answered his ********** ad" I asked him if he was with Moving Hop he said they were a broker...what broker I asked?...all I ever got in response from him and them is "Its all in the contract" Had I realized during the initial conversation I was not dealing with a moving company but some mystery broker that did nothing to guarantee their business, reputation, licenses, I NEVER would have utilized such a practice. This was the most unprofessional and deceitful scam I have encountered in all my moving experiences. To not be upfront and transparent in who and what you are and the "role" you play in the customers move from the beginning is unacceptable. What did they do to earn more than $2000 of a customers money? The movers, if any, should have received that payment.

  These so called "Brokers" are a third party SCAM for potential customers, and deliver poor quality services, hiding behind a "contract obtained without full disclosure" with no recourse for a customer. We are consulting a law firm an such devious contractual business practices, damages that resulted due to the move and filing with the **************************************, ************************ for business practices that result in financial loss and no guarantee from the company of the services. 

   

   
  Sincerely,
  
  ****** & ****** ****

  Business Response

  Date: 08/19/2025

  We are sorry to hear about your dissatisfaction with your moving experience and appreciate the opportunity to address your concerns directly. First, we want to clarify that Metro Hop Relocation is a licensed moving broker, as stated transparently in the estimate, terms and conditions, and all documentation provided at the time of booking. Our role is to coordinate the logistics of a move by assigning a licensed carrier to perform the transportation services. This distinction is not hiddenrather, it is clearly outlined in the signed agreements provided to and acknowledged by each customer prior to scheduling. Regarding your specific concerns, the motor carrier assigned to your move was fully licensed and contracted to provide transportation services. While we regret if the number of crew members present did not meet your expectations, staffing and truck assignments are at the sole discretion of the carrier. Metro Hop does not dictate the personnel or equipment used by the carrier. That said, we remain available to assist customers with communication and, if needed, to provide guidance on submitting claims for damages or service concerns directly with the carrier. In terms of payment, the deposit collected by Metro Hop covers the administrative and coordination services provided, including confirming availability, securing your pickup window, and ensuring your move was assigned to a licensed carrier. This role was performed in accordance with industry regulations and with the agreements you signed at the time of booking. The remaining balance is always due to the carrier directly for their labor, transportation, and delivery services. We understand that moving is a stressful process, and we regret that your experience did not meet your expectations. However, Metro Hop did fulfill its obligations as outlined in the contract. If you experienced damages or service issues with the assigned carrier, we encourage you to submit a claim through the carriers claims process, as outlined in your paperwork, so that the matter can be formally reviewed. We take all customer concerns seriously and strive to provide support within the scope of our role as a broker. While we respectfully disagree with your characterization of our services, we remain committed to assisting you with next steps should you wish to pursue a resolution regarding the carriers performance.
  
  
  
  
  

• Initial Complaint

  Date:07/19/2025

  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.

  The owner of this company ****** ******* was totally dishonest with me. He told me that he had a family moving from ************* CA to ****** ** and they were loading them up on June 30th and they would be to our house in ******************* July 1st since we were on the way and bring our stuff directly to the new house in ************************** as it would be just down the road from the other family. We discussed the items to be move which were two bedrooms furniture, one love seat , two rocker recliners, taxidermy animal mounts a gun safe, ****** medium sized boxes and he added the cost for five extra boxes for the kitchen dishes, pots, pans and other items and we agreed on a price of $8100.00. They required a deposit of $4713.00. He gave me his personal cell number and told me that I could call him anytime if there were problems. I did not realize that Metro Hop is a broker and not the actual moving company. When I realized that they werent giving me anywhere near the space we needed I started trying to call him back, he wouldnt answer my calls or text messages, I called the company direct and was told that I would be getting a call from the ****** 3 days before July 1st and I could negotiate with him about extra space, A Metro Hop employee called us on July 1st to say that the truck wouldnt be here until the 2nd and negotiations were made for another 300 sq ft for an additional $3K. A budget rental truck finally showed up on July 3rd and not only did the workers say that it was going to cost extra for them to pack up the kitchen but that our stuff was going to a warehouse in ********* for up to two weeks until they had enough loads going east to fill a semi truck and we were told that we were now dealing with their company and to forget anything that Metro Hop told us. The movers finally showed up today 16 days later, we have damaged items and will be seeking compensation. This company is out to rip people off, they are not a legitimate business.

  Business Response

  Date: 07/21/2025

  Thank you for your message. We understand how stressful a cross-country move can be, and were sorry to hear your experience did not meet expectations. We'd like to clarify a few important points. Metro Hop Relocation is a licensed moving broker, not the carrier. This was disclosed during booking and outlined in your signed estimate and agreement. Our role was to coordinate your move and assign a licensed carrierin this case, ***************************** handle the physical transportation, including pickup, delivery, and handling of your items. Your original quote was based on the inventory provided at booking. There has been no change in price per cubic foot (your rate, which stays the same) however your volume may change based off of adding/removing items. While we understand your concerns about the timeline, its important to note that standard delivery timeframes allow up to 21 business days from your first available delivery date, per the Bill of Lading and the carrier's tariff. The use of warehouse storage and consolidated shipping is a common practice for long-distance moves and does not indicate a violation of your agreement. If you experienced damage during the move, we recommend filing a claim directly with the carrier, who is responsible for the handling of your items. Were happy to assist you in beginning that process. Metro Hop Relocation operates in full compliance with federal regulations and remains committed to transparency and customer service. Please let us know if you need assistance filing a claim or obtaining copies of your signed documents.
  
  
  
  
  

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23625703
  
  I am rejecting this response because: They lied about everything to me. Im a senior citizen and they took advantage of me. They did not disclose anything about them being a broker in our original conversation. I was told that their truck would be transporting a family from ************* CA to ****** ** and that we were on the way and the truck was going straight to **. *********** the name of the moving company was ************* not *******************. Metro Hop went out and contracted the cheapest moving company they could find and kept half the money. These movers had to hire someone from Craigs list in *********** to help them unload the truck, their lift gate on the truck didnt even work. I just want to make other consumers aware of the scandalous company that they are. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/01/2025

  Thank you for reaching out and sharing your concerns. We truly understand that moving can be a stressful experience, and were sorry to hear that your expectations were not fully met. Please allow us the opportunity to clarify the situation and explain the steps we took to support your relocation. At the time of booking, it was disclosed both verbally and in writing that Metro Hop Relocation is a licensed moving broker, not a motor carrier. This is clearly stated in our estimate documentation, on our website, and is part of the terms acknowledged when services are secured. Our role as a broker is to coordinate moving services on behalf of our customers with properly licensed and insured carriers. In your case, services were coordinated with *************** NV, not Peregrine Moving, and we are unsure where that reference originated. The moving industry standard for long-distance relocations often includes the use of regional teams for loading and unloading. This allows for logistical efficiency and is a common and accepted practice across the industry. The use of local support staff does not reflect a lack of professionalism or care, but rather is intended to ensure timely service across multiple regions. We take all feedback seriously and are sorry to hear you feel taken advantage of. That was never our intention, and we did our best to assist throughout the booking and coordination process. If you believe the carrier's service fell short in any specific way, we are happy to help you file a formal claim directly with them. Please dont hesitate to reach out if you have further questions or need assistance with next steps. 
  
  
  
  
  

• 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,
  
  **** ******