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:08/05/2024

  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.

  Called and signed document on 7/31/2024. Sell fell through on house. Called back on 8/3 2024 to cancel within 72 hour time limit. First person spoken to said was transferred to customer service but got disconnected. Called back and got ***** and he told me would have to call back on Monday 8/5/2024. Finally got someone on Monday and was told sorry your outside the 72 hour window. This company is a rip off.

  Business Response

  Date: 08/06/2024

  Unfortunately, we received your cancellation request outside of the 72-hour window specified both verbally and in the written estimate. However, as discussed, you may utilize your deposit for a future move within the next two years. We hope this flexibility accommodates your needs and provides you with some assurance. If you have any further questions or require assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 08/07/2024

  I called and canceled on 08/03/2024 at 12:09 after being disconnected at 12:07. Was told to call back to get the refund on Monday 08/05. Canceled within 72 hour time but told  to call back for the refund that was then  outside the 72 hour window.  Seems they take your cancellation but put off the refund till your outside the window to keep your deposit. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22096691
  
  I am rejecting this response because:

  I called and canceled on 08/03/2024 at 12:09 after being disconnected at 12:07. Was told to call back to get the refund on Monday 08/05. Canceled within 72 hour time but told  to call back for the refund that was then  outside the 72 hour window.  Seems they take your cancellation but put off the refund till your outside the window to keep your deposit.
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/07/2024

  The cancellation instructions are clearly outlined in the estimate in large, bold letters, with a note to read before signing. Unfortunately, the customer sent a cancellation email outside the designated window. However, we want to help in any way we can, so if the customer plans to move within the next two years, the deposit can be used as a credit toward the next move.
  

  Customer Answer

  Date: 08/08/2024

  I called and canceled in the 72 hour window. Was told it was cancelled and to call on Monday for the refund. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22096691
  
  I am rejecting this response because:

  I called and canceled in the 72 hour window. Was told it was cancelled and to call on Monday for the refund.
  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/13/2024

  I cancelled within 72 hours, but the business refuses to refund my deposit. I have proof of this, do they? 

• Initial Complaint

  Date:07/29/2024

  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.

  On December 26, 2023, we paid Metro Hop Relocation $11,814.00 for down payment of our move. Because many of the verbal phone agreements were not included in the final contract, we tried unsuccessfully to cancel the contract. The contract was to move items from ****************, ** to a ********, CA storage facility on February 10 for a period up to 30 days and then move some of the items to ************, ** and the remaining items to **********, **. We paid Prosmart $9,345.00 on February 10. All items were to be delivered to the locations predetermined on the Bill of Lading contracts within a reasonable time frame. It has been three months since that move, and we still have missing items. Our claim includes missing items: antique rug, pots/pans, wagon, wood rails, buffet table glass, stone and glass tabletop. Our claim includes broken items: Grecian Vase, hand carved tusks, washing machine, table buffet, Grandfather clock pendulum. We have called the dispatchers cell phone, customer service, and Ordo Moving many times over the last five months but they are no longer returning our calls. The dispatcher stated these items were in WA storage and would be delivered soon. While we do not believe in paying a bill in full until services have been rendered, Prosmart/Ordo Moving policy is that the bill is paid in full prior to delivery of items. We paid an additional $2,487.00 to the ************, ** crew and an additional $2,487.00 to the **********, ** crew. We would have waited for these two final payments, but the dispatcher would not offload any items until the bill was paid in full. In total, we paid over $26,000 for this move and five months later still have items missing along with broken items. We have all correspondence records including phone calls, text messages, and emails with dates showing our attempt at closing this transaction.

  Customer Answer

  Date: 07/29/2024

  On December 26, 2023, we paid Metro Hop Relocation $11,814.00 for down payment of our move. Because many of the verbal phone agreements were not included in the final contract, we tried unsuccessfully to cancel the contract. The contract was to move items from ****************, ** to a ********, CA storage facility on February 10 for a period up to 30 days and then move some of the items to ************, ** and the remaining items to **********, **. We paid Prosmart $9,345.00 on February 10. All items were to be delivered to the locations predetermined on the Bill of Lading contracts within a reasonable time frame. It has been three months since that move, and we still have missing items. Our claim includes missing items: antique rug, pots/pans, wagon, wood rails, buffet table glass, stone and glass tabletop. Our claim includes broken items: Grecian Vase, hand carved tusks, washing machine, table buffet, Grandfather clock pendulum. We have called the dispatchers cell phone, customer service, and Ordo Moving many times over the last three months but they are no longer returning our calls. The dispatcher stated these items were in WA storage and would be delivered soon. We originally signed the contract with Metro Hop Relocation as they guaranteed our large and very heavy items would be moved without damage. We were especially concerned about a solid limestone dining room tabletop. We had several conversations with the Metro Hop dispatchers who assured us there would be sufficient crew to move the tabletop. When the tabletop arrived in **, the crew refused to move the tabletop stating it was too heavy. We called the Ordo moving dispatcher who indicated they would send another crew out the following week. The following week the same crew arrived and had my son assist with moving the tabletop. I would think there would be a liability issue with having non-employees move heavy items. The *************** took numerous 10-minute smoking breaks and complained about the job many times throughout the day. They left several items in the garage refusing to move them into the house. They stated they were not required to reassemble items (e.g., bed frames, etc.) nor take any packaging materials away. They left wood crates to transport our heavy items in the garage with nails sticking up. Several times they stated they did not make any money and needed a larger tip. (They would have received a larger tip had they done a better job.) While we do not believe in paying a bill in full until services have been rendered, Prosmart/Ordo Moving policy is that the bill is paid in full prior to delivery of items. We paid an additional $2,487.00 to the ************, ** crew and an additional $2,487.00 to the **********, ** crew. We would have waited for these two final payments, but the dispatcher would not offload any items until the bill was paid in full. In total, we paid over $26,000 for this move and three months later still have items missing along with broken items. We have all correspondence records including phone calls, text messages, and emails with dates showing our attempt at closing this transaction.

  Business Response

  Date: 08/15/2024

  Thank you for reaching out and sharing your experience with us. We want to clarify that Metro Hop Relocation is your booking agency, and we are not directly involved in the physical moving process. However, we take your concerns very seriously and are committed to assisting you in resolving the issues youve encountered with your moving carrier. The issues youve described with missing and damaged items, as well as the service provided by the moving crew, are unacceptable, and we are here to help you navigate the claims process with your carrier. We sent you information and instructions on how to proceed with your moving claim and the claims process *** take a bit longer depending on the amount of claims being filed. If you need assistance in filing a claim with your moving carrier, please give our office a call at ************. Please feel free to reach out to us with any further details or questions. We are here to support you every step of the way and will do everything we can to assist you in resolving this matter.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21716230
  
  I am rejecting this response because while this company was not directly responsible for lost items and broken items, they were responsible for recommending a reputable mover.  There are numerous complaints online about Ordo Movers by other dissatisfied customers.  We are considering suing Ordo Movers for lost items (items were in fact in their possession not lost for over four months by their own written admission) but we presume the company will not pay stipulated claims, close and set up a new LLC elsewhere.  Metro Hop was responsible for recommending a substandard company.  This has been the worst experience from start to finish. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/16/2024

  Metro Hop Relocation recommended a reputable moving company registered with the ******************************************* to handle your move. We understand how important it is for everything to go smoothly, and we're here to help. If you need assistance with filing a claim with your moving carrier, please don't hesitate to reach out to us at ************. We're here to support you. Thank you.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21716230
  
  I am rejecting this response because:l the company recommended had numerous conplaints.  I filed a complaint with the ******************************************* several months ago.  The moving company delivered one of our items broken four months after the move was completed.  I am currently dealing with their claims department which is a hoax at best.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/21/2024

  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.

  METRO HOP RELOCATION LLC owes me an unreturned deposit charge of $2600.00. I canceled this move and the services of MetroHop Relocation as I experienced fraud. I spoke with **** first. He told me to send a cancellation email to him with no link or email sent to me. As per my request, **** finally sent me a link/email to cancel. After they received the cancellation email, **** and **** each harassed me over the phone claiming that I was not entitled to my deposit, or that I should not be allowed ALL of my deposit back. ( I was never informed of any motor carrier other than MetroHop for my household belongings, and was only informed of the auto transport carrier, US Transport, for transportation of my **** F150 separate from my household belongings.) I had been guaranteed by phone calls to MetroHop (and noted on my paperwork attached) on 12/29/23, 2/13/2024, 4/1/2024, 5/3/2024, and 5/30/2024 of the FLAT Rate of $7200, and a No Risk Deposit Refund even if my house did not sell. I spoke with **** from MetroHop on June 15, 2024 to confirm the moving date, which was to be either June 18 or 19, 2024 the following week. He could not give me a definite date, and at the same time, told me that additional charges of at least $2600.00 would be required because my inventory was over. ( I have email(s) confirmation dated December 29, 2023 from *************************** (attached) confirming my inventory -that he even said in the email ****** (******) overestimated- and confirming the FLAT Rate of $7200.00 not including my **** F150 transport through their subcontractor, ****** from US Transport. On this same day, June 15, 2024, **** and ****, and then *****, called me relentlessly in the following minutes of receiving my cancellation email and upon learning that I was getting *********** involved. They harassed, threatened, and verbally accosted me thinking perhaps that a retired CA teacher would not pursue their fraudulent and unacceptable practices.

  Business Response

  Date: 07/22/2024

  This customer booked our ********************** services on 12/28/23. Our website and the terms of her estimate explain that we are a moving brokerage company. She also signed her moving carrier's paperwork on 12/28 so she was aware of who her moving carrier was. After adding additional items to her inventory list and refusing to pay for the additional items, she cancelled her move. She was outside of her cancellation window by 6 months, however we attempted to amend her cancellation policy and offer her a partial refund of the deposit. She refused and fraudulently disputed her credit card charge. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22022310
  
  I am rejecting this response because:
  
  I have sent BBB, the **** and *********** evidence to prove MetroHops response to the BBB is false. I will now await the return of my deposit of $2600 for no longer than 8 more days.  If deposit is not refunded, I will file a Small Claims lawsuit in CA Superior Court in the amount of $10,000 for fraud, harassment, and punitive damages. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/22/2024

  I wish to amend my recent reply. I will file a Small Claims lawsuit in CA Superior Court for $12,500, not $10,000 which I believed was the maximum, no longer than 8 days from today-7-22-24. 
  

  -***********************;

  Business Response

  Date: 07/22/2024

  If this customer would still like for us to amend her cancellation policy and refund her a partial refund, she may call us at ************. She may also reschedule our services at any time. 

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 moved from *********, ** to *********, ** very quickly, we only had a week to find a mover as the Mil movers were unavailable. We tried to do PODS but they were unavailable in our location, and Metro Hop Relocation was the 3rd one to pop up on ****** so we looked into them. We set up with them and had a wonderful experience. After mil discounts and everything, we paid a $3,000 deposit, with another $3,000 due between pickup and delivery, for a 1 bed, 1 bath apartment, we also opted in for 30 day free storage. Our pickup driver was amazing, very polite and professional (05/25/2024). We arrive in ********* and call to have our stuff processed to be delivered. They were coming from **********, AL so the lady on the phone told us it should be about a week(06/12/2024). 5 days pass and we hadn't had an update, so we call again and the lady on the phone said the drivers arrived in ********* and we should receive a phone call by the end of the week. We never receive a call, so we call customer service again. She again tells us that the driver is in ********* and we will receive a call soon. Never got that call, we call again, she then tells us our stuff is in **********. We never got a call back. We call AGAIN the following week and we're told it is still in AL being processed. They give us the customer service # for the main carrier *************** they tell us the same thing, and we will receive an email and phone call in the next two days, again we never received that call. At this point my husband is having to call multiple times before someone answers the phone, both the main carrier and the other customer service line. We then got a # for a manager, and we can't get ahold of her. We keep trying to get in touch, at one point my husband called ***** times in a day and only got two answers, told we'd get a call back, nothing. We reached out to a Navy attorney, who said to file a complaint while waiting. we were supposed to have our stuff June 17th-21st.

  Business Response

  Date: 08/05/2024

  It seems that the customer is experiencing issues with her moving carrier, which is not us. According to the notes in the file, we have consistently provided her with delivery updates each time she called. The delivery has been completed within the maximum delivery timeframe established by the ********** of *********************

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising 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.

  Was quoted ******* to move my house goods from ******* to ********* but charged me ******** during the move they banged up walls and furniture also did not load the truck right left empty space throughout the truck and had other items in the nose maybe 3 feet which caused them to leave some of my things behind with no way to move them but had to pay for the whole truck,Lots of damage to my things form poor loading and dropping things

  Business Response

  Date: 07/12/2024

  It appears that this customer is having an issue with his moving carrier, not Metro Hop Relocation. This customer gave us an inventory list, which we reviewed twice before move day, and we based his estimate off of the volume of the items he requested to be moved. The movers showed up, he had more items, he was given the option to just take the estimated volume or to take the additional items charged at the agreed upon rate per cubic foot. Also, we provided claims information to this customer so that he may file a claim with his moving carrier for any damages. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21975559
  
  I am rejecting this response because: They did not load the truck tight it was loose and also they already had things in the nose that was not mine and also the damage done while loading and unloading i am not done tacking pictures but here are a few.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/12/2024

  Again, this customer appears to be having an issue with his moving carrier, not Metro Hop Relocation. We did not load his items. We are his advocators throughout the moving process, but he never called us to seek assistance with the loading and stacking of his items.

  Customer Answer

  Date: 08/06/2024

  Would like to know what you are doing about this situation I have not heard anything back yet and nothing has changed as I was told one thing and then they did another if you cant help please let me know who can thank you 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21975559
  
  I am rejecting this response because:
  I hired Metro Hop Relocation to move my stuff from ******* to ********* I never knew that they brokered it out that is on them to make this right and they never would call me back are email me back this in on them I hired them I didnt hire anybody else they need to make this right 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/09/2024

  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 a move with Metro Hop and ******************* on June 3 2024. I provided an inventory and they quoted me for about $4,000, then applied a AAA discount of $750 which brought the total down to about $3200. Pickup was on June 21 2024. They were several hours late for the scheduled pickup. Then, they raised the price to $5700. I gave a first available delivery date of June 26th 2024. I did not hear from them until July 6th. They called but left no voicemail. They did not answer when I called them back. They called again on July 7th to tell me my delivery would be on July 8th or 9th, and that I would be hearing from the driver the day before. I did not hear from them. I called today, July 9th and they had no answers for me as to when my things would be delivered.

  Business Response

  Date: 07/10/2024

  Per the moving carrier, this customer additional services and was given the option to take the estimate at the estimated cost or to move forward with the additional services at the locked in rate. This customer chose to pay for the additional services. Per the federal regulation, the moving carrier has a maximum delivery spread of 21 business days starting from the customers choses first available delivery date to delivery. The moving carrier is well within that window. The customer's items loaded for delivery on Sunday, 7/7, and the driver will call the customer the day prior with the estimated arrival time for the following day. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21966065
  
  I am rejecting this response because:

  I was not presented with any options on pricing. The movers arrived then got on the phone and simply states that the cost went up. Absolutely no options were presented to me. Also, per the quote I was give, I was told that there would be a 10 day delivery window.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/12/2024

  The customer was given those options, and also signed and agreed to the additional charges. The delivery spread is in his estimate and it does not state 10 days.  

   

• Initial Complaint

  Date:07/03/2024

  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.

  The moving company was supposed to move us on June 30, 2024, and were to arrive between 2:00 and 5:00 p.m. That time had seemed odd, however, when I originally contracted with them, I was told that the moving company was moving another local family and so we had assumed that they were going to them first, followed by us, and that was the reason for the late arrival time. We called several times on Saturday to confirm the moving company was going to arrive on Sunday, whereby your company had confirmed the same and gave the window of 2-5 p.m.On Sunday at 330 pm we received a call from the truck driver indicating he was in excess of 3 hours away stuck on the *********************. He said the bring was closed as of 2pm. This was easily proven as a lie as we contacted the Bay bridge and they indicated the bridge was open. The driver continued to call several times indicating he would not arrive until at least 9 pm. At this time we informed him the senior facility we were moving to was closed and the storage facility was also closed. They also informed us that a check would need to be issued when they arrived providing full payment before they would load anything on the truck. We also must mention we are both seniors with medical conditions. This was obviously a scam were the moving company continues to delay in an attempt to have the customer "cancel" then deny reimbursement due to the cancellation.

  Business Response

  Date: 07/05/2024

  This customer requested a pickup on 6/30. We recommended her a moving carrier and they were set to arrive on 6/30 with an estimated arrival time of between 2-5pm. There was a delay with the bridge, however they were still set to arrive on 6/30. The customer cancelled the movers while they were in transit to her pickup location. We have offered her a new carrier and a new pickup date but she has refused. She is outside of her window of cancellation to receive a refund of her deposit, however, as discussed with the customer, she may utilize her deposit for a future move for up to a year. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21940693
  
  I am rejecting this response because:

  There was absolutely no justification for metro hop relocation to not meet the 2-5pm pickup. The excuse give has been proven a lie. This company intentionally delays there pickup time. Then when the customer is back into a corner with limit options they requested full payment before the job is even completed. Not to mention in excess of five hours after the quoted time frame. Who in there right mind would allow unknown workers into a elderly couples home at 10pm. Not to mention the senior facility and storage unit were both closed. This is a total scam!

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

  Business Response

  Date: 07/29/2024

  This customer sent the movers away while in transit to her pickup location. We provided the customer an estimated arrival time and the carrier experienced a delay in transit. The customer refused to have them pickup her items after the estimate arrival time and also refused another carrier to come pick up her items. She cancelled outside of her window. This is not a scam, this is the moving industry and trucks experience delays, which is why it is always an estimated arrival time. 

• Initial Complaint

  Date:06/25/2024

  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.

  On May 2nd I called Metro hop relocation and scheduled a move from ******* ******* to ********* ****. I was led to believe the Metro Hop was 'the moving company'. I was not told that they are only a contractor that hires a 3rd party to actually complete the move. I was misled and told things like when 'our movers' get to your home. Metro Hop took a total of $7373.00 for my move. I was told I would be changed an additional 3G (***** at pick up and ***** at delivery). Metro Hop hired Tic Tac Relocation to complete the move. They arrived on 5-31 a day late and at 9pm. I was told that the $7373.00 I paid was a broker fee and did not cover my move. At that point I was charged and additional ****** for the move all of which I am told is for tic tac moving. I have called Metro Hop 2X and left messages never to get a return call. When I did speak to Metro Hop, I was laughed at and told "you signed our contract you knew what you were signing." I am asking for a refund because metro Hop did not complete my move. I still do not have my things, even if Metro Hop was only providing the estimate they grossly underestimated moving services, and mis represented themselves as the actual moving company. I have tried to attached documents but your site says the files are to BIG. Is there another way to get them to you?

  Business Response

  Date: 06/27/2024

  This customer booked our services on 5/2/2024. As stated verbally to the customer, on our website, and on our estimate, our services include providing an estimate and recommending a licensed moving carrier. This customer knew that we were not a carrier because of the reasons above, and she also because she signed the recommended moving carrier's contract on 5/2/2024. The customer had 72 hours to cancel after signing the carrier's paperwork if she found that she did not approve. Upon reviewing the paperwork, the customer had additional services at the time of pickup. They were given the option to just take the estimate at the estimated cost, or to proceed with the additional services which would be charged at the agreed upon rate. The customer chose to move forward and pay for the additional services that she needed. Also, upon reviewing her paperwork with her carrier, she was not charged $12,000 additional. We are not sure where that number is coming from. Also, the deposit that she paid is part of the total moving cost, not a separate fee. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21899621
  
  I am rejecting this response because:

  I was charged $7373.00 on my Discover card by Metro Hop moving as a deposit on 5-2 $4,373.00 and on 5-27 I was charged another $3,000.00. (see attached statements)

  I was charged $6,000.00 at time of pick up by tic tac relocation. I am told I will be charged an additional $6,996 at the time of my delivery (which still has not occurred). That is a total of $20,369 for a move I was quoted at 7-10G.

  I was told I would receive my items in 7-14 business days after it left its original destination. It has now been 19 business days and I still have not received my items.

  Tic Tac claims they did not receive any money from Metro Hop Moving, and the money I paid to Metro Hop was simply a fee to book the move. If metro hop is disputing this allegation, show me where my money went? 

  How much of the $7373.00 was given to Tic Tac and why I am being charged an additional 12G when I did not change services, I actually lessened their load as most of my things did not make the truck. Further Tic Tac showed at my house at 8pm and did not leave till 12am. I did try to call customer service at ********************** Hop and left a message. My call was never returned. At this point Tic Tac relocation left my home with all of my things and refused to load the rest when I asked why the price changed.

  I did not use any moving supplies as I ordered all of my own from Amazon and packed my own belongings, yet I was charged ****** for packing materials.

   When Tic Tac arrived all they did was load my items onto their truck. Most of the stuff I requested to be moved did not even make the truck EX: king size bed, armorer, washer, dryer, kitchen table and four chairs, small beer refrigerator, night stands.  I was charged an additional 225 for stairs when I was told the first 7 stairs were free. There are only 12 stairs leading to my home. That's ***** a single step??? 

  I was charged a bulk rate of 600 for moving a bar that was on my list. I told Metro Hop the bar was heavy. I didn't pay 600 for the bar itself and certainly would have declined to move it if I had been told that there was an extra 600 change. I was also charged for fuel ******? Seems to me that should have been included. 

  Even if all these issues are the fault of Tic Tac relocation Metro Hop was supposed to supervise them and respond to any of my issues. When I did finally get a hold of someone at Metro Hop I was told "you know what you signed up for" and laughed at.

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

  Business Response

  Date: 06/27/2024

  This customer was charged ******** over the estimated cost because she requested the additional services at the time of pickup rather than just taking the estimated volume at the estimated cost. She was not charged ********* additional. Per the estimate, the carrier's contract and federal regulation, they have up to 30 business days to deliver starting from the first available delivery date. Also, I just spoke with her moving carrier, and she is refusing to pay the balance for her move that she signed and agreed to pay. Again, the deposit she paid was part of the total moving cost. She was charged a packing charge because that was the total cost for what she needed packed, and she was charged for a stairs fee because of the amount of stairs that she had, she was charged a bulky fee because of a bulky item she had, and the fuel is part of the total cost as well. All of those fees were signed and agreed to by the customer and were charged based off of the carriers tariff rates. Also, no one laughed at her. 
  

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21899621
  
  I am rejecting this response because:

  I did not request extra services when the moving carrier arrived. I am being charged an additional 12G over the 7G that was charged to my credit card. Did you not see the attachments? Where did the 7G I originally paid go? Show me the breakdown of metro hop charges and what was paid to Tic Tac relocation.

  AGAIN: the movers did not pack any of my items. They did wrap TV that were prewrapped in bubble wrap with blankets. I was told blankets were free and included in their services. 

  Metro Hop led me to believe that they were the moving company. I was not told of other charges: such as the bulk rate or fuel charge. I have not refused to pay the carrier when the deliver the items as THE ***** HAVE NOT BEEN DELIVERED. And YES your agent did laugh at me and tell me to go ahead and complain because she was right and would win.

  You can see from the image that I have paid Tic Tac Relocation a total of 9G and so to say I have refused payment is a lie. 

   

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

• Initial Complaint

  Date:06/21/2024

  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.

  The date of transaction was 4/23/24 where I spoke with **** who did not tell me he was a broker he made verbal promises over the phone which is a recorded line stating the amount he gave me 2684 was the price with NO surprises. The day of the move which was 6/19/24 ******* came to my home inspecting each piece stating my painting and 2 mirrors were not on the contract, which they are. He then continued to tell me certain things on the inventory list wasn't when they were to double charge us. I even called the office to let them know the 6chair dining room table and hutch will no longer be needed on the list, they told me okay we won't discount it now we will wait till they came. Once ******* wrote up a new contract and new number of ***** dollars I told him I needed to speak with management. ******* the driver gets his boss ******* on the phone who was yelling at me from the start telling me " she hasn't even touched me yet" I am a pregnant women and had a one year old in my home. I did not feel safe at all with these people near me or in my home. One I spoke with the other manager **** she was just as rude telling me she had never lost of dispute and laughing at me. The entire moving company is a scam from beginning to end, they also call them selves ******************** **** also told me they dissemble furniture and reassemble furniture and when ******* saw the baby crib he stated he will not reassemble it. They misrepresented themselves and sent a contract of cancellation after I refused their services if that isn't fraud. **** stated the contract isn't even acceptable since I haven't signed it and no customer initials or any numbers/ inventory items are even listed. I have started a dispute through my bank because why are they entitled to my hard earned money when they did nothing for me but scam me. I would appreciate the back up of looking into this scam of a business and to get my money back. The reviews speak for themselves many people are being scammed.

  Business Response

  Date: 06/21/2024

  This customer requested our services on 4/23 which include providing a moving estimate and recommending a licensed moving carrier to facilitate the move. The customer knew we were a broker because we verbally discussed this with her and she also signed the recommended carrier's paperwork on 4/23. upon pickup, the customer had additional items and needed additional services. We gave her the option of taking the estimated list at the estimated cost or to move forward with the additional services which would be charged at the agreed upon rate. The customer chose neither option and sent the crew away. She can still utilize our services and we may send another carrier to assist her with her relocation, however she is outside of her 72 hour cancellation window to receive a refund. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21881473
  
  I am rejecting this response because it's inaccurate. I would never use services for people who threatened to touch a pregnant women. You made a verbal promise of the amount made and sent the cancellation after the fact. The contract has no customer initials or any information regarding inventory. Until ****** is served I will go every length to receive my money back. There was no extra things since the hutch and dining room set was taken off which I was told a discount would be taken. You misrepresented yourself and never said you were a broker. Your company are scammers and fraud. Every review says so, it's a shame you think you're entitled to money that you didn't provide service for. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/21/2024

  The cancellation policy is stated verbally as well as placed in big, bold letters when the estimate is being signed. In other words, when it takes the customer to the signing page, the cancellation policy is stated in bold letters. I have attached the estimate with the cancellation policy and the customer's IP address as well as electronic signature agreeing to the terms of the estimate. We are more than happy to update her inventory list, add her additional items she needs moved, and recommend a new carrier to service her move. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21881473
  
  I am rejecting this response because I was not told verbally and everything you said is inaccurate. This wasn't an estimate I was told no surprises and this was a set price. You are continually scamming with no regard. You threatened a pregnant woman and I'm not using your services. You don't deserve a dollar and I will fight to the end. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/24/2024

  The moving company admitted to not having the paperwork filled out and they DID verbally state this was not an estimate number this was the amount it would be with NO surprises. There are no customer initials and that contract was sent to me after I did not want rude there services due to being the hugest scam and threatening me over the phone. I never received any copy of that contract with the cancellation policy. I added the contract that I have only. 

• Initial Complaint

  Date:06/15/2024

  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.

  On 5/6/24 I called Mayflower movers for long distance move from *********, ** to **********, **. They transferred me to Metro Hop LLC where I completed an inventory list with their Rep and made a credit card payment of $1410 toward the agreed upon total of $3999.00. I was verbally told the furniture would arrive in IL in 4 days. Movers arrived late to load, causing me a delay of a day to leave **. After loading, I gave the movers a Cashier's Check for $1291, made out to Metro Hop. I drove to IL and arrived in 3 day. When the truck did not arrive on the 4th day I was told it had not left ********* and it could take up to 30 days to arrive. **************** directed me to a paragraph in the contract which stated that unless the **************************** was purchased the promised delivery date was not valid. I I call the shipper (Prosmart LLC) daily and am told the truck has not left due to not having anyone to drive it to ********. **************** has been uncooperative giving information or returning calls, and nothing has been done to help resolve this matter. I feel powerless to resolve this issue without help or advice. Until then, my belongings are essentially being held hostage on the ********** while I have been living in an empty house for 15 days to date and no end in sight. Thank you for hearing my complaint.

  Business Response

  Date: 07/12/2024

  This customer was verbally told the delivery spread of up to 21 business days starting from her first available delivery date. That delivery spread is also in her estimate. Her items have been delivered. 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21855763
  
  I am rejecting this response because:  Many of my belongings (couch, chairs, misc household items and boxes) have not been returned to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/24/2024

  Once the moving carrier locates the missing items they will send them to the customer. We will send this customer a claims email so that she may proceed with filing a claim through her moving carrier in the meantime. 

  Customer Answer

  Date: 07/24/2024

  I have received the claim form and it has been completed and returned.  No response has been given as yet.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21855763
  
  I am rejecting this response because:

  I have received the claim form and it has been completed and returned.  No response has been given as yet.
  
  Sincerely,
  
  ***********************