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:11/05/2024

  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.

  We are filing this complaint to warn others about our experience with Metro Hop Relocation LLC. This companys unprofessionalism, deceptive pricing practices, and lack of communication turned our move into a costly ****************** Delay and Lack of Communication Metro Hops manager, ****** ******** promised our belongings would arrive by November 2, 2024. Without any notice, they missed this date, and we only learned of a 4-5 day delay by contacting the subcontracted movers ourselves. Despite repeated attempts to reach Mr. ******** he ignored emails, routed calls to voicemail, and avoided accountability. We finally reached him from a new phone number, but he quickly transferred us to customer service, disregarding our questions. This left us in a stressful situation with no confirmed delivery date.Deceptive and Unexpected Cost Increase We initially received a binding estimate of $6,920.00, based on the volume and weight of our items. However, on moving day, the subcontracted movers suddenly raised the cost to nearly $10,000.00, claiming our items took up more spacewithout mentioning any weight changes or new items. This sudden cost increase was shocking, especially as wed already paid a deposit of $7,338.00, more than the original estimate. When we reached out to Mr. ******* to clarify this discrepancy, he briefly responded but then cut off all communication, leaving us to deal with the carrier alone.Additional Financial Burden Due to Delays Because of Metro Hops delivery delay and lack of transparency, weve had to pay for hotel accommodations since November 2 and will continue to incur costs until our belongings arrive. This has been one of the worst experiences weve had with a company. We strongly urge others to avoid Metro Hop Relocation, as they have shown a complete disregard for honesty, customer care, and transparency. Save yourself the stress, financial burden, and frustrationdo not trust Metro Hop Relocation with your move.

  Business Response

  Date: 11/06/2024

  Were truly sorry to hear that youre dissatisfied with your experience with Metro Hop Relocation, as customer satisfaction is at the core of our business values. We work hard to ensure clear and transparent communication with all our customers, and wed like to address the points you raised. Regarding the cost of your move, we understand that receiving a higher charge than the initial estimate can be frustrating. At Metro Hop, we provide an estimate based on the inventory list provided by our customers before moving day. This estimate locks in a rate per cubic foot, ensuring that if additional items are added, they are charged at the agreed-upon rate. On moving day, you were given the option to move only the items on the original inventory for the initial estimate. However, additional items meant a larger volume than originally calculated, and you were informed that this would increase the overall cost. At that time, you chose to include the additional items, which were charged accordingly.
  

  Regarding the delivery timeline, we apologize for any delays and the inconvenience this may have caused. We provide suggested delivery windows based on mileage and our previous experience with moves over similar distances. However, its stated in the estimate and explained verbally that all moving carriers are allotted up to 21 business days for delivery. While we strive to keep customers updated throughout the process, we regret any communication gaps that may have left you feeling unsupported. Our goal is always to provide transparency and consistent communication.
  

  We genuinely appreciate your feedback, as it helps us improve our processes and communication. We hope that the remainder of your experience with us meets your expectations. If theres anything we can do to address any remaining concerns, please feel free to reach out to our customer service team.
  

  Sincerely,
  The Metro Hop Relocation Team
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22517487
  
  I am rejecting this response because:
  When first speaking with ******, I advised him of my dilemma regarding my move. I informed him I would be arriving in ********** on the 2nd and I had just found out that my original moving company, ***********, had gone out of business and could they handle a move this quickly. After checking with his manager he informed me they had a truck going to *********** and could handle my move to ******. If I could they offered me a discount for doing so.  What I didnt know then but do now is I was dealing with a broker and I have since found out my account was brokered 4 times. My things ended up in ****** and delivery was delayed 2 more days because of weather.  
  

  Of course if I had a lot more things than I told ****** I would expect to pay some more but $4,000 extra was outrageous. I had no choice but to agree to the price increase and companies basically have you held hostage at this point and when it is delivered as well.  How am I supposed to check the cubic feet when they have 3 or 4 loads on the truck?

  
  The delay in getting my things caused me to have to pay for a hotel costing me another $1,000 on top of the extra $4,000.

  in addition Metro Hop stopped communicating with me or my daughter and when I asked a friend to call from his phone he was immediately transferred to the front office and no one would answer our calls    This was after assuring my daughter and I he would be the point person all through the move.

  I had my daughter on the call with me because as a senior citizen I always feel like someone is trying to scam me and while I wasnt scammed I was highly taken advantage of   Metro Hop and ******************* should be ashamed of the way they treat elderly customers   I absolutely would never recommend them and reject their canned response

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

  Business Response

  Date: 11/20/2024

  Thank you for sharing your concerns and giving us the opportunity to address your experience. We understand that moving can be an incredibly stressful time, and were truly sorry to hear that you feel let down by the process. Your feedback is important to us, and we would like to clarify a few points to provide a clearer understanding of what occurred. Metro Hop operates as a moving brokerage company, which means we work with a network of licensed carriers to secure the best possible solutions for our customers. While we aim to be transparent about this process, we understand that this may not have been clear at the time of booking, and we apologize if there was any miscommunication. Regarding your move, we promptly worked to accommodate your urgent request and secure a truck heading to your destination, as promised. Weather delays and unforeseen logistical challenges, while unfortunate, are sometimes beyond your carrier's control. Regarding the pricing, the initial estimate provided is based on the details shared with us at the time of booking. Any changes in the final cost result from adjustments to the inventory or additional services required during the move which are charged, if you chose to move forward with those additional services, at the agreed upon rate. We also take customer communication very seriously and are disappointed to hear you felt unsupported during the process. Our intention is always to remain accessible and assist in resolving any concerns that arise. We will review this matter internally to ensure any potential breakdown in communication is addressed. Finally, we deeply regret that you feel taken advantage of. Metro Hop is committed to treating all customers with respect and care, especially our senior customers. Your feedback will help us improve, and we sincerely apologize for any part of your experience that left you feeling otherwise. If you would like to discuss this further or if there is anything we can do to assist you, please dont hesitate to contact us directly. We genuinely value your business and wish you the very best.
  

• Initial Complaint

  Date:10/25/2024

  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.

  October 1, 2024 Contacted and retained Metro Hop to move my furniture.Metro hop took the money but did not show up. Metro Hop claimed to have given the Job to a second party named Peregrine movers who was not located in ******* and listed a fraudulent address that is an abandoned house.I was contacted by a 3rd party with no address operating out of a rental storage unit near ***************. They would not give me their address and I was only lucky enough to get their phone number. When I discovered it was a scam I canceled the move. I have contacted Metro Hop in ******* several times they refuse to help. When I said I was contacting BBB they equated it to a militant jehaudist militant group that extorted businesses like Metro Hop. I knew then these guys were scared of BBB but now will not answer any of my calls. Id be happy to supply more information if needed. Thanks so much for your help ***** ******

  Business Response

  Date: 11/06/2024

  Thank you for reaching out and sharing your experience with us. We apologize for any frustration this situation may have caused. At Metro Hop, we prioritize transparent communication and are committed to ensuring that all carriers we work with are fully licensed and registered through the federal government. ****************, the carrier assigned to your move, meets these regulatory requirements, and their information was provided to you in compliance with federal guidelines. As per our terms, customers have a three-day period after receiving their carrier information to cancel without penalty. While we understand your concerns, the cancellation was made outside of this window. However, we want to ensure you have a positive experience moving forward. We can provide you with a new carrier at your convenience, and your deposit can be applied toward a future move for up to a year. We understand how important it is for our customers to feel secure throughout the moving process, and we apologize if any aspect of our communication fell short of your expectations. Our team remains available to address any questions or concerns and to assist in any way we can. Thank you for your patience and for giving us the opportunity to make things right.

  Warm regards,
  The Metro Hop Team
  
  
  

  
  

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22476083
  
  I am rejecting this response because: The response from Metro Hop was fraudulent concerning ***************** in *******.  That company does not exist in *******.  I would like their contact number, their  place of business and a person I am able to contact directly.  

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

  Customer Answer

  Date: 11/06/2024

  I just verbally talked with metro hop.  They said they had assigned me to another Company Named Perrigrine in *******.  Perrigrine does not exist and so my order was reassigned to a group that will not give their address or contact information. Metro Hop has my money and will not refund it or any portion.  Metro Hop says they have they entire funds and will not even give them to one of the subcontractors they say were reassigned my order.  Please ask them to call or indicate with you how Metro Hop and I can come to a mutually agreed on solution.  

  Business Response

  Date: 11/07/2024

  Hi there, I'm sorry to hear about the frustration you're experiencing; its clear this situation has been stressful for you. However, there may be a misunderstanding regarding the handling of your order and the companies involved. Metro Hop does not recommend carrier's that are not licensed and registered through the federal government. We also verify their safety rating with the *****. If you would like to verify that they are active, their Department of Transportation number is *******. If you would like to continue with the move with that carrier or a new carrier, you may utilize your deposit for up to a year. If you need any further assistance, please give us a call at ************. 

• Initial Complaint

  Date:10/23/2024

  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 salesman who booked my move, told me I had within seven days before the move to modify or cancel my booking. I reached out two weeks before my move, and they refused to refund my deposit. I never signed a bill of lading I just signed an estimate contract and they used my signature and manually added that to the bill of leaving. The customer service representatives were taking turns answering my calls and laughing and going on mute and yelling in the background. They told me if I tried to sue them. I would go broke, and also came for my character saying I was a grown woman to stop whining amongst other things. Completely unprofessional scammers.

  Business Response

  Date: 10/24/2024

  Thank you for reaching out and sharing your concerns. We deeply regret that youve had such a frustrating experience, and we want to address your concerns with care and provide clarity regarding your move. Firstly, we want to clarify the cancellation policy. Prior to signing your moving estimate, their is a section, displayed in bold lettering, that states to please read before signing and it states your cancellation policy. It is also included in the estimate you signed. Unfortunately, as your request to cancel came outside this window, we were unable to refund the deposit as per the agreement. You also signed the bill of lading, as we have your signature on the document, which we have attached, as well as your IP address. Additionally, we are truly sorry to hear about the interactions you had with our customer service representatives. We strive to maintain a high level of professionalism and respect in all communications. Your feedback will be taken seriously, and we will address any lapses in conduct to ensure this does not happen again. Although your deposit is non-refundable due to the terms of the signed contract, we would like to offer you the opportunity to apply your deposit toward a future move with us, valid for up to one year. We hope this option can provide some flexibility for your moving needs. Please know that we value your feedback and are committed to addressing your concerns. Should you have any further questions or require assistance, we are here to help.
  
  

• Initial Complaint

  Date:10/02/2024

  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.

  9/25/2024, talked to ***** ******* from Metro Hop Relocation, He explained all the pricing and providing a quote that we need in the end of this month in October. he also stresses that we have it till 10/7 to cancel the move without any penalty and we will get a full refund no question asked. I tried to cancel the contract and ******* form the company informed me that it is un refunded able since we only have 72 hrs window after we sign the contract. We didn't examine the contact in detail since we are busy preparing for the move, and we trusted ******* verbal information. I've asked to escalate this complaint to the Manager or the President of the company and ***** says I can only talk to her, and she says we cannot talk to ***** and says we should have gotten it in writting..... there's nothing she can do and we are welcome to go through our credit card company for a dispute.

  Business Response

  Date: 10/17/2024

  Thank you for taking the time to share your concerns. We sincerely regret the confusion and frustration surrounding the cancellation process, and we would like to address your concerns. During your conversation with ***** ********, we understand that he provided an explanation of the pricing and terms for your move. While we strive to make all of our policies as transparent as possible, we apologize for any misunderstanding regarding the cancellation policy. As outlined in the estimate you signed, cancellations made within 72 hours are eligible for a full refund. After this window has passed, the deposit becomes non-refundable. We realize that the busy nature of preparing for a move can make it difficult to review all details, but the estimate, right before signing, asks in bold letters to "please read before signing," and then immediately lists your cancellation policy. The written agreement governs the terms of service, and we are required to follow those terms. Additionally, we would like to offer you the option to utilize your deposit for a future move. You may apply the deposit within the next year, should you decide to proceed with a relocation at a later date. If you need additional clarification or support, feel free to reach out to us. We appreciate you bringing this to our attention and hope to assist you further.

• Initial Complaint

  Date:09/10/2024

  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.

  This company was the broker for our interstate move in August 2024. At no point were we given a list of their contractors, nor is a list available on their website. The broker made multiple verbal assurances that our items would take 5-7 days to deliver; it took 24 days. A couple days before the movers arrived, the broker called, and we discussed the items for pickup in order to come up with an estimate. He gave us a binding estimate of 455sqft based on the information I provided.The moving company, at pickup, did not complete an inventory list. Moreover, the moving company loaded the truck and inserted dividers blocking the view of our items before we were given a chance to view our items in the truck and before he gave us a new estimate for our items. After our items were loaded and out of our view, we were given, for the first time, a "new binding estimate" that was 700sqft. We believe the original estimate was an accurate description of our items for pickup and, because an inventory list was never completed explaining a discrepancy, we have no reason to believe there were any inconsistencies. The driver never gave us a tariff and included fees that were not adequately explained to us. The driver also never gave us a bill of lading and, instead, forged my signature on his copy. Because the inventory was the same as described to the broker, we have reason to believe the 455sqft estimate was not in good faith. Moreover--because of their inability to follow federal regulations, the extensive damage to our items (roughly 60-70% of our furniture was completely destroyed or damaged), the forged signature, the fact that our movers sent our items first to the wrong side of the country, their F-rating with the BBB, the 5 bad faith delivery estimates, and the fact that they were late for each appointment--we have reason to believe we were not given a list of contractors because at least some of the contractors the company uses provide substandard service.

  Business Response

  Date: 09/11/2024

  Thank you for taking the time to share your concerns. We sincerely regret the challenges and frustrations you encountered during your move, and we want to clarify our role while addressing your concerns with care. As a moving broker, our responsibility is to connect customers with reputable, licensed moving carriers. While we work diligently to ensure all contractors meet industry standards, we do not directly manage or oversee the operations of the moving companies themselves. You signed your carrier's paperwork at the time of booking within the cancellation window, giving you the opportunity to confirm or decline the chosen carrier. Regarding the estimate, the original binding quote was based on the information provided at the time of booking. At the time of pickup, the moving carrier identified the need for additional services. You were given the option to decline those services and proceed with the original estimate or accept the additional services at the agreed-upon rate.
  If you believe there were any discrepancies or improper conduct during the move, we are more than happy to assist you in filing a formal complaint with the moving carrier and will guide you through the claims process. Please dont hesitate to reach out if you need further assistance. Our goal is to support you through this process, and we genuinely hope we can help address your concerns.
  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22264013
  
  I am rejecting this response because:

  Thank you for the response. The paperwork that we signed at booking about the moving company was incompleteit was a bill of lading with all but the first page omitted. When we received the forged copy of the updated document, we saw the subsequent pages for the first time. At the time of pickup, we were not told we would need additional services until after our items were already loading onto the van with dividers blocking our viewthere was no reasonable action we could have taken at that point but to accept the new binding estimate that the movers were legally required to give us prior to loading the truck. We maintain that there is no paperwork from the move to indicate that there was any difference between the items your company used to make your estimate and the items used to make the final estimate. To this point, the large discrepancy in cubic footage is unexplained. We are disappointed that Metro Hop has not responded to any of our many emails and phone calls since we started to have issues with the moving company. Indeed, Metro Hops employees were wonderful to us until we started reporting issues with the moving company and our grievances with the estimate, at which point the response to our BBB complaint is the only communication weve been able to maintain since. We are ready to cooperate and explore ways in which we are able to come to a fair settlement or engage in arbitration or mediation. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/17/2024

  Thank you for sharing your concerns and for your patience as we work through this matter. We deeply regret the challenges you've faced during your move, and we want to address your points with the utmost care and clarity. First, wed like to clarify that the paperwork provided at the time of booking was complete and included all the necessary documentation. The bill of lading, which you signed, was fully presented during the booking process. Any updates or changes to the documents were handled by the carrier, and we regret if there was any confusion regarding the updated copies you received. We would like to clarify that the movers provided an updated estimate based on the final inventory, which may have included items not initially accounted for in our virtual walkthrough. The movers were required to assess and provide an updated binding estimate, and they did so as per industry standards. In terms of communication, we want to assure you that we are committed to assisting our customers throughout the process. If there were any missed connections or delays in responses to your emails or phone calls, we sincerely apologize for the inconvenience. Please be assured that we are here to help and will be happy to assist with any further steps, including filing claims or exploring other resolutions. We would be more than happy to assist in coordinating further discussions with the carrier to resolve any remaining issues. Additionally, if you wish to engage in arbitration or mediation, we are open to working toward a fair and equitable solution. Thank you for your understanding, and we hope to continue working with you to resolve this matter. Please dont hesitate to reach out directly if you need further assistance.
  

• Initial Complaint

  Date:09/04/2024

  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.

  planning a move from ************* to ******** ar. I called moving company Metro Hop Relocations spoke to ****** ******* (*****). he gave me a quote I said sounds high. ****** then gave me a military discount and I agreed $4095.00. we made a contract $2375.00 down payment. I pay $860.00 on pick up day and $860.00 on drop off. a few days before my pick up a guy by the name of **** called to review my load at that time **** told me I was over and he needs another $1000.00 to complete the contract. I told **** that me and ****** had already locked in a contract. he told me the movers will check it out when they arrive and there could be a reduction. the movers arrived that was set up by ****** and **** and told me they can't start loading til they were paid in full of over $6000.00. I spoke to **** ***** owner of ********** from ********** and he said they should of told me this. So now I'm out $3000.00 that went to ****** and **** from Metro Hop and from then on they would not communicate with me after they got there money. I believe ****** and **** scammed me out of $3000.00 when they had nothing at all to do with the move other than referring A&L movers that took another $6000.00 from me ( total move $9000.00 ) for a medium size truck. I would like to get back my $3000.00 from metro hop from ****** and **** that never made my move and farmed me out to another company. Metro Hop **************************************************. ****** or **** ************ ****** direct # ************. A&L forced me into this new contract knowing I had to be out of the house the following for the new owners. I believe these two company's are working together. can you help me please get my $3000.00 from Metro hop for having nothing to do with this move. thank you.

  Business Response

  Date: 09/11/2024

  Thank you for reaching out and sharing the details of your experience. We deeply regret the confusion and frustration you encountered during your move, and we want to address your concerns as clearly and compassionately as possible. As a moving broker, Metro Hop Relocation's role is to connect customers with licensed moving carriers. While we facilitate the introduction and agreements between customers and carriers, we are not directly involved in the actual moving services provided. We want to make sure you are properly supported, so we would be happy to assist you in addressing this with the moving carrier and filing any necessary claims. It is our intention to ensure transparency and fairness throughout your move, and we are sorry if this was not the experience you received. We understand your request for a refund of the $3,000 and will be reviewing the details to determine the best course of action. We assure you that we are here to support you and will do everything we can to assist you in seeking resolution. Please don't hesitate to give us a call at ************ if you need further assistance or additional clarification. We genuinely want to help.

• Initial Complaint

  Date:08/17/2024

  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.

  **** MOVING BUSINESSES CONSPIRACY TO COMMIT FRAUD IN RE METROP HOP RELOCATION W/ ALLIED MOVING ********* [SEE DOC FILE ATTACHED FOR MORE DETAILS]Customer ********************************** residing at ********************************** contracted job # R4999579 on 16 Apr 2024 to relocate household boxes and one H-D Road King motorcycle to *********, **. *********************** was the initial contact, ************ but **************** made assurances that he would personally see to any problems at ************** or **************. When being shook down by their sub-contractor, ******************** **************************************** for an additional $500 once the truck was loaded and again another $500 at destination under threat of unlawful conversion of the items, Metro Hop would not return any of my calls.******** meticulously documented the exact volume of boxes, their contents and the year, make and model of the motorcycle. She was assured by ********************, the final estimator at Metro Hop, that the estimate of $3713 was more than sufficient. They discussed how the motorcycle would be trucked and that it would be loaded and unloaded with care.A week, ********, now in *********, **, received a call from Allied Moving insisting she pay another $500 cash or retrieve the motorcycle from inside the 24 moving van at a remote location! ******** called a local attorney who expressed disgust and exasperation telling her that this was a common fraud and that because it involved interstate business, the moving companies shake down customers for amounts that are not worth suing over and is not an amount that criminal prosecutors will entertain.******** is amazed that such swindles are allowed to exist in the **** today and seeks to put all future moving customers on notice of the fraud perpetrated on her by Metro Hop, metrohoprelocation.com.

  Business Response

  Date: 08/19/2024

  Thank you for sharing your concerns with us. First, we want to clarify that Metro Hop Relocation acts as a booking agency and is not directly involved in the physical moving process. We recommended ******************** a company registered with the ******************************************** to handle your move. Regarding the care and handling of your motorcycle, we are concerned to hear about the issues you encountered. While we do not have direct control over the actions of the carrier, we can assist you in filing a formal complaint and pursuing a claim with ******************** We are also willing to escalate this matter with the carrier on your behalf. Your satisfaction and trust are important to us, and we are committed to helping you resolve these issues. Please feel free to contact us directly at ************ so that we can assist you further. Thank you for bringing this to our attention. We are here to help and want to ensure that your concerns are addressed as fully as possible.

• Initial Complaint

  Date:08/09/2024

  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.

  I schedule a move from ******* to ******** for October 2023. I paid $2,731 as a deposit. I canceled my move but Metro Hop refused to refund any of my money. It n the Bill of Lading it says the deposit to book is only 10% of the binding estimate provided which was $4,368.47 therefore my deposit was should have been equal to $436.85. I was overcharged for my deposit and if there was a specific reason I should have been refunded $2,294.15 per the customer service agent I spoke with and the contract I signed which states canceling after 72 hours means I forfeit my deposit. I will be filing a lawsuit against this company to recover that + accrued interest given I had to put it in a credit card.

  Business Response

  Date: 09/04/2024

  This customer canceled outside of the ******* cancellation window and declined both the option to place her move on holdallowing her to use the deposit for up to two yearsand a partial refund. The cancellation policy is outlined below for reference. Additionally, the estimate clearly states that the deposit is 10% plus the binding estimate fee (not 10% of the estimate), which explains the deposit amount. I have also included this information below. We understand this situation can be frustrating, and were here to help if you have any further questions or concerns or if you would still like to utilize the deposit for a move. 

  Cancellation policy within the estimate: CANCELATION OF SERVICES: Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 72 hour window immediately after Bill of Lading is signed subject to 49 CFR 375.505(h). An estimate/order may not be canceled and deposits are not refundable outside the 72 hour window, or after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc. ****** services may not begin until the contract for service (Bill of Lading) is signed by the customer authorizing the mover to begin services. Services may not be canceled after the customers property has been loaded on the truck.

  Deposit Explanation: TERMS OF PAYMENTS: Upon booking a 10% deposit of the subtotal (plus binding estimate fee) is required to be paid in the form of credit card ****** Discover or Mastercard), Debit Card, cashiers check, or personal check. Prior to pickup 50% of the balance is due in the form of cashiers check, cash, postal money order or bank certified funds. At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading Subject to the 110% law, if applicable. All charges are based on carriers full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all storage and redelivery fees.

  
  

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22121274
  
  I am rejecting this response because:

  I was not offered a partial refund from your customer service. I was told there was nothing they could do. I would have happily accepted a partial refund. Its wrong to claim things you did not do. Thats why there are so many people on here with complaints and people warning others to steer clear of your business. If you would like to actually offer me a partial refund Ill accept.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/04/2024

  Please reach out to our office so we may better assist you. Thank you!

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22121274
  
  I am rejecting this response because:

  I have tried to call but I'm just not getting the assistance I need from customer service, is there another number to call? I don't enjoy this but it's hard when I feel like I was taken advantage of during a vulnerable point in my life. The move was cancelled due to a brain tumor and a lot of things during that point were rough. I was told one thing and because I was **** enough to trust people that worked for your business, it came back to bite me. I respect that you have to run a business and sympathy isn't something you can afford but if you're willing to work with me on a partial refund now since I was not provided that option as you claimed I would be very appreciative of that. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/07/2024

  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.

  I booked Metro Hop because their quoted price was much less than all of the other estimates. This was a same day move about 3.5 hours away. I brought a bedroom set, office furniture, bathroom, two recliners, 2 TVs, out door furniture, 2 rocking chairs, my clothes, a China cabinet, outdoor fire pit, 4 piece silverware set, 2 pans and some odds and ends. This was not an extensive massive move. It took them (3 ***s) 8 hours to pack this up and load the truck. So my same day direct move which I paid for did not happen. Then my $5k quote turned into almost 11k at delivery. They said I exceeded what I told them but I didnt. They didnt even measure the items in the truck as the price was given to me and the *** told me I was over before they had even packed my items. And then at delivery, they require cash, cert funds, venmo, cash app, etc which was never mentioned (but may be buried in the fine print) and is definitely something that should be highlighted during the sales process. They were slow, inefficient, and operated in a bait and switch manner with pricing. They should refund at least $4k of my total.

  Business Response

  Date: 08/08/2024

  The customer did not reach out to us for assistance regarding his carrier, which allegedly charged him more than the estimate. We will request his paperwork and call him to discuss any additional charges and negotiate with the moving carrier on his behalf. If the customer indeed paid $11,000 on delivery as mentioned, it is likely that additional services were provided.
  
  
  

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22110115
  
  I am rejecting this response because I have not yet heard from the company to negotiate a fair compromise.  I've attached the on sight estimate.  I am perfectly ok with some of the extra charges like the stairs and fuel.  The issue is with the additional lbs/cu.ft. The list that I gave and updated the day or two before is what was packed.  I think I added a rug - certainly not enough to double my original estimate.  Therefore, if additional cu/ft were needed, it is because the MetroHop system is not accurately measuring the size of items when they are input.  This is a classic bait and switch with a low price and then steeply increased.  Secondly, they don't give you your items if you don't pay for it so they are literally holding your belongings hostage until they get paid and then only accept cashapp/zelle, etc so that you can't dispute the bogus charge.  Also - I would like you point out that at no time did anyone actually "measure" my belongings or the space in the truck that was utilized prior to this estimate being drawn up - it was done visually.  Again - if the system is telling them one thing, but on sight there's a double of price because of a visual estimate, that is a bait & switch when the same amount of items are moved. Because it took them 8 hours to pack the little that I had, this was no longer a "straight" delivery which apparently I paid $1500 extra for, so it was driven to my new city, and then they had to stay in a hotel and come the next morning to deliver.  The $1500 should be returned and the overage amount should be returned.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/26/2024

  Metro Hop Relocation provided this customer with a moving estimate based on the inventory list he provided, which generated an estimated volume. We then recommended a licensed moving carrier to handle his move. When it was time to move, the customer had significantly more items than initially listed. Before proceeding, the carrier offered him the option to only move the original list of items or to move everything with a revised estimate. The customer chose to move everything, and the charges were based on the pre-agreed rate per cubic foot, as measured by the lines inside the truck.
  Additionally, the forms of payment for both pickup and delivery were clearly outlined in the estimate we provided, so he had access to that information from the beginning. We understand moving can be complex, and we're here to assist with any further questions or concerns.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22110115
  
  I am rejecting this response because:  There were not more items than originally estimated. Additionally, attached is the original sheet from the vendor showing that NOTHING was added.  This is a clear bait and switch scheme whereas they underestimate items to get the business and then do a "visual estimate" which is always over what was planned.  At some point, they need to do a real estimate to determine price, but that was not done.  The reviews for this company are all the same- complaining about the bait and switch scheme to get the business. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/27/2024

  The written inventory list from the pickup is what reflects the additional items. We use the same industry-standard software as other moving companies to generate our estimates, and we even follow up with a call to verify the inventory list. If there were any additional charges, it would be due to extra items or services, such as packing, that were not initially included. We understand how unexpected charges can be concerning, and we're here to help clarify any details and ensure you have a clear understanding of the process.
  

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22110115
  
  I am rejecting this response because: a $6K difference?  This didn't even fill 25% of the truck.  Let's take a look at the other costs from people.  $4460 from ** to **, $5540 from ** to ** and $4980 from MD to MT.  All for 2 bedrooms houses.  And yet my move for a 2 bedroom house was $11K for 200 miles??  You can't honestly tell me that either you, or the company you contracted is a scam artist.  Especially since my list matched your list since there were no additional items listed on your form.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/05/2024

  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.

  After being guaranteed that they were very professional about moving grandfather clocks specifically. I heard this company. After the initial deposit was made, the only thing the movers were worried about was Getting paid. When I received my items it appears. The grandfather clock fell over on the roll. Top desk completely destroying my grandfather clock. The packer and mover assured me that he used extra thick cardboard. However, the cardboard was simply a box. Cut open and wrapped around the clock. When I went to file an insurance claim, I understand why they use the insurance they use. You have to answer the same question. It only allows you to upload two pictures for the damage, even though there's probably more damage. It's so difficult to navigate the submission system, it's frustrating. So now I'm left with a roll top. ****, that was given to me by my dead mother and a grandfather clock. That was given to me, my my father, who is ailing. Neither one of these items are in the condition. They were picked up in and nobody seems to want to help or care. When I called customer service to complain about the condition I was hung up on and my number was blocked.

  Business Response

  Date: 08/06/2024

  This customer has mistakenly directed her complaint about Metro Hop Relocation to us instead of her actual moving carrier, whom we recommended due to their expertise in handling fragile items. We have provided her with the necessary claims information to file with the carrier. While we are more than willing to assist her through the claims process, she has not reached out to us for help.
  
  
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22097027
  
  I am rejecting this response because: 

  The document from my email shows I contracted with metro hop Relocation, shows I paid a deposit for metro hop relocation shows, I spoke with metro hop relocation. The other picture I sent shows how many times I called metro hop relocation after I found my items were damaged. Furthermore, When I spoke with customer service as you will see in the picture, I was told a link was being sent to my email for a claim to be filed.  That email never came. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  Metro Hop Relocation provided you a moving estimate and recommended a moving carrier to your that specializes in the transport of fragile household goods. It appears that the claims email was sent on 7/28, however we will re-send the email to you. Also, the carrier confirmed that they sent you a claims email as well.