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:06/06/2024

  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 with Metrohop in 4/29. When I went to look at my signed contract due to that they were the cheapest, I noticed that their cubic feet were way off in comparison to all of the other companies I received quoted from. Theirs was in the 400s where as all others with the same items were in the 700s. Then I started reading online that this is a common practice and people are held hostage to 3rd party moving companies for more money due to this deceptive business practice. Unfortunately I needed to cancel anyhow due to a change of job plans which I mentioned when I deposited. I was told they would work with me. Guess what? They didnt and then proceeded to lie. I mentioned the BBB reviews and was told they are extortionists and you have to pay them for good reviews. Moving is already difficult enough not have shady people take advantage of you. Glad I didnt lose more than 1895. Which if they are honest, they would refund.

  Business Response

  Date: 06/07/2024

  I am not sure why this customer filed this complaint. We worked with this customer and amended his cancellation policy (he was months outside of his cancellation window) and refunded him in full two days ago. 

• Initial Complaint

  Date:05/13/2024

  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 company provided the movers w/ highly inaccurate measurements despite listing every single item in detail. I was quoted $4,461 total & paid $2630, a combination of the initial quote and additional items, prior to my move. When the mover got to my residence (5 hours late & in the dead of night w/ little communication, or explanation mind you. I had to call THEM), they argued the estimate provided by the broker was wildly inaccurate (whatever software you people are using to generate your info is unreliable). He also looked at my king sized mattress and bed frames and stated it was not listed! Even though it's printed directly on the contract. He said it wouldn't fit in his truck with as well as the rest of my items. I showed the itinerary, he had no words. He then said he'd try to fit them but I told him I could not afford the additional quote he was trying to have me pay. I also mentioned that even with the additional ******* cf of space he's trying to **************** fit he pitched about 428 cf not being enough, how would that guesstimate guarantee us space? He wanted to 'try and see' but in the contract, it stated that if I allow them to load, pack, store, wrap, or use any materials (basically perform any services) then my deposit would be voided. I told him I wanted to speak with the broker first, to which he said he'll make a call and see what he could do and it would only take 5 minutes. I told him he could make his call and not even 5 minutes later, he leaves! Didn't speak to us or let us know any outcome, just left us w/ my things at my mother's home w/ no communication. It was unprofessional & I told the "supervisor" I spoke with the ordeal. She was cordial at first then became nasty once I told her I'd be discussing this with my bank. How dare you threaten to hold someone's money & think I would trust you a 2nd time to try and contract this work out when the 1st experience was abysmal! You did not complete the service & have NO RIGHT to hold my funds.

  Business Response

  Date: 05/14/2024

  This customer booked our services on 3/6/24. Our services include providing a moving estimate and recommending a licensed moving carrier to service the move. The estimate is based off of an inventory list provided to us by the customer and a locked in rate per cubic foot. We spoke to the customer again on 5/9/24 to gave them another chance of providing us with an accurate description of her items. The customer did not provide us an accurate description of her items and therefore, according to her moving carrier at the time of pickup, the size of the move was estimated to increase. The carrier gave the customer the option of taking the original estimate at the estimated cost or to provide the additional services at the agreed upon rate. The customer chose neither option and refused the carrier's service. We spoke to the customer and gave them the chance to provide us with an accurate description of her items so we could recommend another carrier to her but she declined. The deposit is nonrefundable after 72hrs from signing her bill of lading, which was signed on 3/6/24. We may still provide our services, proving an estimate and recommending a new carrier, if the customer approves. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21704984
  
  I am rejecting this response because you did NOT call me for adjustments. I called YOU because I wanted to account for any additional items that we had in our possession so we could get a new estimate as a precaution. I recorded each interaction I had with this business and also made sure to get pictures just in case they would try to pull a he-said-she-said or refute what they explicitly stated in our calls. Why would I entrust you a second time when the first scheduling was abysmal? I also have to be back in my new state TODAY because my husband works. We have to be present to supervise the move and your last minute replacement would NOT have come in time. We already had to reschedule our flight which cost us another $140 because of this delay and we cannot afford to place anymore trust in them which is why we requested a refund for services that were never rendered. The carrier argued with us that this broker had no idea what they were doing when it came to their estimates and that the amount of space listed on the document was highly inaccurate based on the breakdown of items listed over the phone. They never asked for dimensions or descriptions, just an itemized list. I even mentioned my king sized bed, mattress and bed frame that the carrier stated was not specified (??? which it was and was reflected on his copy of the document) and would be too big and take up all of the room on their truck. He said he would make a "quick 5 minute phone call" to see what he could do and left us there, just drove away. How do you justify that? It's a breach of contract, abandoning not only the job but jeopardizing our time slot! You did not honor anything on our agreement and we are entitled to that refund, which we repeatedly told you. We even sent an email AND called several times to try and rectify it before our flight, you chose to resolve this WAY TOO LATE.
  

  Business Response

  Date: 05/14/2024

  We can recommend another moving carrier to this customer and either pickup the original estimate at the estimated cost or the customer can pay for the additional services at the agreed upon rate. This customer's deposit is nonrefundable due to the fact that they are outside of their 72hr cancellation window. 

  Customer Answer

  Date: 05/14/2024

  According to their rules, you are permitted a 72 hr window to request a refund via email and if the movers did not start their required job. Well, I called this company to adjust my items on 5/9/24. Per ****, I needed to re-sign the contract with includes their Bill of Lading etc. I resigned the document because the previous one was then voided due to the addition I called to request, making it inaccurate. ****** sent me a new link to provide an updated signature for their records as well as my own. I am providing proof of the NEW estimate that was signed and delivered via email as well as the email I sent requesting my refund within that 3 day period. I followed ALL of their protocol and ******* still refused my plight. I am attaching proof with dates from both parties I corresponded with.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21704984
  
  I am rejecting this response because I re-signed the newest agreement on 5/9 after adding the new additional items and confirming the re-adjusted dates. The old agreement was voided because ***************** informed me over the phone I needed to re-sign to properly reflect the changes. ****** then sent me a NEW LINK to sign for the newest agreement. I sent the email for a refund WITHIN the 72 hr window (5/12) AND called this business FIRST THING at 11am EST that day to speak with a representative (I have the phone log to prove that as well). Even if it is not 72 business hours I am well within the window to receive my refund. Attached is proof of correspondence with the email encryption and time stamps.
  

  Customer Answer

  Date: 05/15/2024

  This business did not submit a reply to my two responses regarding me having sent an email request, as indicated, through to the proper channel. It was done within their 72 hr window per their policy, I would like a response.

• Initial Complaint

  Date:05/03/2024

  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.

  We paid MetroHop over $12,000 to broker our move and another $16,000 to Prosmart Movers and Ordo Moving for the move. Result is that many items were broken and many items are lost, missing, or stolen. Company refusing to return our calls, emails, texts, and certified letters. We will be taking them to court.

  Business Response

  Date: 05/03/2024

  The last time we spoke to the customer she informed us that "the move went really well". It appears she is having a dispute with the moving carrier that we recommended to her, and not with Metro Hop Relocation. I will send her over a claims form so that she may file a claim with her moving carrier. 

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21662151
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/04/2024

  It appears that my response to the business's response did not post as I don't see it in the history.  We reject Metrohop's response.  Despite what Metrohop claims, we have had no verbal or written communication indicating we were satisfied with the move.  To the contrary, it has been one of the worst experiences we have ever had.  We paid Metrohop $11,814 to broker our move with substandard moving companies (Prosmart and Ordo Moving who received $14,000).  We have email correspondence documenting our attempts to cancel the Metrohop contract several days after signing since much of what was agreed upon via phone was not included in the contract.   Many items were delivered to the wrong address, other items were broken beyond repair, and despite it being almost three months since our move, several items have not been delivered and are therefore missing or stolen.  Metrohop does not need to send us claim forms.  We submitted a letter and claim forms on March 1 although we have had no response.  We are investigating hiring an attorney in ******* or going to small claims court.  In addition, we will be filing a complaint with California and ********************* of ********* and ********** of ***************************

  Business Response

  Date: 05/15/2024

  It appears this customer is having an issue with her moving carrier, rather than Metro Hop Relocation, considering her main concern is missing/damaged items. Metro Hop Relocation is a moving broker; our services include providing a moving estimate and recommending a licensed moving carrier to the customer. Our services have been rendered. We have also sent claims information to the customer to assist them in filing a claim with their moving carrier.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21662151
  
  I am rejecting this response because: while we agree that our main dispute is with Ordo moving company for broken and missing items, Metro Hop is the broker that assigned our move to Ordo Moving as a "quality mover."  In addition, we selected Metro Hop because ***************************** (operational manager) and **** (dispatch) guaranteed they would identify a moving company that could move our solid limestone tabletop and bases.  We informed Metro Hop that it took six individuals to deliver our table after we purchased it.  When Ordo Movers, hired through Metro Hop, delivered our belongings to **********, **, the three movers refused to move the table from the moving van because they said it was too heavy.  I called Ordo Moving and Metro Hop who informed me they would deliver the table the following week with additional movers.  Unfortunately, the same three movers came to the house and had my son assist with moving the table into the house.  I would think there is a liability issue with requiring a customer to assist in moving belongings that a moving company was paid $28,000 to move.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/15/2024

  Customer remains dissatisfied and take business to court in *******.

• Initial Complaint

  Date:05/03/2024

  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.

  I moved from ******** to ******* recently (Moved weekend 4/27/24). I filled out something online that sent my information to multiple moving companies. Metro Hop called me and gave me a lot of information, including an estimate and telling me not to answer any calls from other moving companies since they will try to undercut their price. I spoke to a *************************** who sold this service to me by giving me all these discounts that only applied while on that call. I was not allowed to think it over or I would lose those discounts. Additionally, this call took place before I had anything packed. I am moving into 1 bedroom so he estimated the box amount from that and I listed my furniture. This triggered an estimate that was not much more than the uhaul, which is the sole reason I chose to move forward. The estimate was very low once the movers packed their truck. The price went from an estimated $2,700 to $6,800. Then the carrier had the audacity to ask for a tip after tripling my original price. I believe Metro Hop strategically gives low estimate in order to sign a customer. They didnt give me the opportunity to shop around or Id lose all the discounts he said I qualified for. I was also told it would take up to 5 days for my stuff to be delivered after pickup. We are on day 7 currently without my stuff. I called yesterday (5/2/24) and was told the truck just got on the road that day so I can expect delivery to take place in 3-5 days. I only packed a weeks worth of clothes and dog food because I was told it would take UP TO 5 days for delivery after pickup, not a week before the truck is on the road then up to 5 days from that. Their customer service email is automated and only directs me to call. They dont respond from their sales email and the rep who signed me is no longer responding to me even though he specifically told me I can contact him directly w/ any issues. That was also a lie as he cold transfers me to customer service each time. Id like a refund

  Business Response

  Date: 05/03/2024

  We provided an estimate to this customer based off of the inventory list he provided to us. We then called him prior to pickup (after packing had been completed) to do a final inventory check. He proceeded to add items during that inventory call, which increased the cost of the estimate at the agreed upon rate. Upon reviewing his paperwork, the customer had 87 items added onto the truck, however he only told us about 51 items he wanted moved. He also needed us to pack some items for him. He was charged at the agreed upon rate per cubic foot for the additional services he required. He also had the option to just pickup the original list for the agreed upon price, or to pay for the additional services. He chose to pay for the additional services at the agreed upon rate. I have attached the signed paperwork showing what I am disclosing. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21662070
  
  I am rejecting this response because:
  
  None of the business reply address the main points of my concern. Yes, I ended up with more than 15 boxes as originally estimated (Metro Hop estimate, not mine). Yes, I added my kayak for a $100 bulk fee. These are true but not a factor in my concern. I believe it is a strategy of Metro Hop sales to give a low ball estimate in order for customers to commit to the service. That is an unethical business practice. Once everything is loaded on the truck do you really expect anyone to have the carriers take it all out if the total price isnt agreed upon? Especially the day before having to move? And my main issue with price was Metro Hop charged me over $2,000 to just refer me to a carrier that I then had to pay for the actual move. I was not aware Metro Hop was a broker; they made it seem as though they were moving my stuff. Why would you charge based on the amount the carrier is going to charge? Your service did not warrant the amount I paid since I also had to pay the carriers. 
  

  Then the carrier arrives the day before I have to move out. Yes, I could have agreed to the original price and they could have taken half of my items but then Id still have to pay for the rest of my items which would have been very difficult to set up the day before I have to move. I was not given much of a choice but to proceed. Metro Hop is ignoring that fact. 
  

  The fact that their representative also told me not to talk to any other carriers because they might try to give me a better deal, just goes to show the unethical business practices. I did get calls from other carriers but ignored them because I had faith in Metro Hop. 

  Additionally, Metro Hop told me it could take up to 5 days for me to receive my stuff. We are on day 7 and I have not been told which day I can expect it to be here. I called Metro Hop yesterday (5/2/24), which is 6 days after my stuff was picked up and was told the truck just got on the road that day and I can now expect to receive my stuff within 3-5 business days. Thats 10+ days of not having my stuff, twice as long as I was originally told. 
  

  I want to make it clear my problem is with Metro Hop, not Revo *** Lines. Metro Hop is the business that convinced me to move forward with them. Reno *** Lines was just contracted for the move from my understanding. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2024

  Again, we provide the estimate based off of the inventory list provided by the customer, any additional services the customer requests, and a locked in rate per cubic foot. The customer's estimate increased, according to the moving carrier, due to additional items/services requested at the time of pickup. If the customer did not want to leave items behind at pickup (meaning he chose the option of the carrier picking up the inventory list he provided us), then he should have provided us with an accurate inventory list/description of items. It states in our website and the terms of the estimate he signed that we are a broker, explains the breakdown of payments and explains what our services include/what the deposit is utilized for. This was also discussed verbally with the customer. All in all, the customer had additional items/services at the time of pickup, he was charged accordingly for those additional items/services at the agreed upon rate, he signed and agreed to those services with his moving carrier (Metro Hop Relocation receives none of the additional costs), and his items were transported successfully to ******* within the ************************************* the terms of his estimate. 

   

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21662070
  
  I am rejecting this response because: Metro Hop is not being truthful. There were no additional items added at pickup. Everything at pickup had previously been mentioned on the initial call as well as the follow up a week or so prior to pickup. I did not add anything at pick up. If you believe there were additional items not previously mentioned, please list those. 
  

  Additionally, I was NEVER told it could take up to 30 days to receive my items. I would most certainly not have used this service if that was mentioned. I was told it could take up to 5 days, not 30. Metro Hop has unethical business practices by underestimating items as a STRATEGY to get sales, giving incorrect time frame for delivery, and now lying that additional items were added at pickup.
  

  I based my decision to use this service from the verbal conversation had in which I was given a reasonable estimate initially and a reasonable delivery time. None of that actually occurred, total charges and delivery time was not not even close to what I was told. If your company is telling customers different information on the sales call than your fine print, then you are MISLEADING CUSTOMERS. 
  

  ********************** Hop misleads their customers by not disclosing they are simply a broker as well as their sales team giving different details on the call than their fine print in order to get customers. It is not reasonable to expect a customer to have the carrier unload all of their items because they are not in agreement with the final total, especially 1 day prior to having to move. Metro Hop is obligated to provide reasonable services based on the sales call, not what they might hide in fine print. Nothing Metro Hop explained in their response was verbally explained to me on any of the calls I had with their company.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/08/2024

  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.

  Metrohop was to ***************** 10/05/2023. I had no idea the job was being outsourced to another company. My belongings were to remain secure in the truck for one month and then delivered to my new location. This was not done. The items were immediately moved to my new location with the company calling to ask what time they could drop them off. I reminded them of the agreement and the stated they would secure a storage unit at no additional cost to me. Upon receiving my belongings 50% of my things were missing and the other 50% damaged beyond repair. I had two expensive bikes, one of which is seen being ***** in a video provided by the storage unit. Both bikes were stolen along with much of my property. When asked about the company who delivered the items they could only provide a first name. This company is dishonest, unethical, and should not be in business. This who experience has been an utter nightmare. This move cost me 11K.

  Business Response

  Date: 03/08/2024

  This customer is mistaking ** for her moving carrier, Prosmart. This customer purchased a moving estimate from **, and we recommended a fully licensed and registered moving carrier. She was aware of this because she sign their paperwork immediately after booking. We have provided her claims information so that she may file a claim through her moving carrier. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21403178
  
  I am rejecting this response because:  MetroHop was our initial contact and it was never mentioned once that it was just an estimate and they were not the company moving **.  My brother can attest to this as he used them also and we both feel that our interaction with your company was dishonest.  Even when we signed the paperwork we thought it was a subsidiary that Metrohop worked through. We were never informed that our move was being subcontracted out.  Furthermore Metrohop told us that they would hold our belongings for one month and it would not be moved to **** until the stated time. When we spoke with Metrohop they continually used the phrase, 'our guys' in talking about the move.  Never once was the mention of our job being subbed out to another company.   
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/12/2024

  This customer signed the moving carrier paperwork via DocuSign on 9/15, the day that she booked our services which has a large letterhead at the top with the carrier name, address and DOT/MC numbers. Our website and all advertising platforms state that we are a moving broker. Also, the terms of our estimate state that we area moving broker and not a moving carrier. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21403178
  
  I am rejecting this response because we were never sent a copy of the docusign.  We were never on the website.  We talked with you over the phone you NEVER said that you were sub-contracting it out to another carrier. You stated it would stay in your possession for 1 month before delivering.  There were numerous mentions of you taking care of our things.  As far as subcontracting it out you did so with no regard as to how things would be handled from that point forward.  *********** that you sub contracted out to did not even know the last name of the man who stole our belongings.  You negligently sub contracted it out.  I am 79 years old and trusted you to do what you said you would do.  I am also a widow on a fixed income. I saved many years for the quality belongings I owned and enjoyed. It will take me many more years to save to replace those items. 

  You also charged me more money on the day of the move and I had no choice but to pay you.  Therefore I am out thousands more dollars and paid you for items that were never delivered to my home.  

  Shame on You!!!  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair 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.

  Not delivered, no one said it could take 21 days to get my things from *******, I would have never put my medication including insulin in the moveable boxes,no one said this would be the way they operated

  Business Response

  Date: 03/05/2024

  This customer was picked up on 3/2/2024. Per the estimate and the interstate bill of lading, the carrier has up to 21 business days to delivery. The suggested delivery spread is 3-10 business days starting from the first available delivery date. The moving carrier will send the customer an email once the truck is departing for delivery. 

  Customer Answer

  Date: 03/06/2024

   
  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:02/01/2024

  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.

  This company was quick to move me through the process of setting up a moving truck and taking inventory of my items - however, the seller did not at any time notify me that I only had 72 hours to cancel the service. I cancelled one week later (3.5 weeks before the move) and they refused to even discuss a refund.

  Business Response

  Date: 02/06/2024

  This customer signed the terms of her estimate and her recommended moving carrier's interstate bill of lading on 01/23/2024. The cancellation policy is stated in the terms of the estimate as well as in large, bold letters right above where she signed electronically. Per the new federal regulation, 49 CFR 375.501(c), the customer has *****. to cancel after signing the bill of lading, which, as stated above, she signed on 01/23/2024. She sent her cancellation email outside of her 72hr. cancellation window. I have attached the estimate that she signed with her IP address included at the top. 

• Initial Complaint

  Date:01/07/2024

  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 12/27 I booked a move with Metro Hop relocation for $4078.12, paid $1667.00 via credit card over the phone for a pickup of furniture 01/05 that we went over & listed item by item in the contract. Then 01/05 they sent a 3rd party mover to pick up who then forced me to pay them an additional $1800.00 because the 3 dressers listed were "bulky". It's a total bait & switch scam. The itemized list Metro Hop had me sign just says 3 dressers, they never asked me for measurements or photos of any furniture, the 3 dressers are just normal dressers, nothing bigger than normal. It's a complete scam, there are countless reviews online stating that the same scam happened to others. They quote a good price, then when the 3rd party comes they force you to pay more & you're stuck because you're moving out of state and everything is on a timeline. I called them several times and no one answered, it was Friday 1/5 at 2pm, so they should still be there. I was forced to pay $5814 not the original quote $4078 and they won't return my calls or refund me anything. The new invoice even says 3 dressers "bulky" when my original estimate already says "3 dressers". They had NO reason to charge me more except that they were a bait-and-switch scam. I want a refund of the original $1667.00

  Business Response

  Date: 01/10/2024

  This customer singed her estimate and her recommended moving carrier's interstate bill of lading on 12/27/2023. We are the moving brokerage company, meaning that we provide her a moving estimate and recommend a licensed moving carrier to her that, if she chooses, she would enter into a contract with (interstate bill of lading). We provide her the moving estimate based off of the list of items that she provides us which generates a cubic footage amount, as well as other factors (mileage, pickup dates requested, etc.). We also provide assistance to the customer is needed. The customer is locked in at the rate per cubic foot ($3.00). The moving software we use generates an average volume for a piece of furniture, as furniture sizes can vary slightly. This is a moving estimate because it is subject to change if the customer requires additional cubic footage or accessorial services. The customer described her dressers as being "single dressers" meaning having one row of drawers, however they did not have just one row of drawers, therefore they took up more cubic footage. The moving carrier gave the customer the option of just picking up the estimated volume at the estimate cost, or to pickup the additional volume which would be charged at the agreed upon rate per cubic foot. The customer called in once to customer service during pickup, and once the day after pickup. We spoke to her both times, and not once did she mention she was having trouble understanding the increase in the cost of her move. 

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21109494
  
  I am rejecting this response because:  It is false.  #1, I never once stated or was asked if the dressers were 1 row of drawers or 2, and regardless, adding an additional row of drawers on 3 dressers does not equate to an additional $1800.00.  #2 it says I spoke with them 2 times snd never objected to the increase and that is also a lie, I Never spoke with anyone at Metro hop after my initial call to ***** and the Followup call from ***** or ****** asking if anything had changed since my call with *****.  I called and There was no answer from either of them once the actual movers showed up and ****ed up the price.  I called all the numbers I was given from 3-4pm on Friday and they all went to an answering service.  There are multiple complaints online about this exact scam from Metro hop, they promise to beat your quote from a real moving company and quote a decent price and then their movers **** up the price at arrival.  It is a bait & switch scam & its fraud.

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

  Business Response

  Date: 01/12/2024

  I have attached the phone log showing that we spoke to this customer on the day of her pickup. We provided her an estimate based off of the information she provided to us, most importantly her inventory list. We even called her prior to pickup to discuss any inventory changes where she stated nothing has changed and everything is accurate. Upon the moving carrier's arrival at her pickup location, she had many items that were not listed on her original inventory list. She was charged accordingly, at the agreed upon rate per cubic foot, for the additional services/cubic footage she needed. She had the option of just picking up the original inventory list at the original price. I have attached the inventory list from pickup and the inventory list that she original provided to us so that you may see the difference. The client states she wants a refund on her deposit. We provided her an accurate estimate based on the information she provided us. The deposit is utilized for providing a moving estimate and recommending a licensed moving carrier, meaning the services have been rendered. She has since entered into a contact with the moving carrier. Her deposit has nothing to do with the pickup/delivery payments she paid directly to the moving carrier.

• Initial Complaint

  Date:12/15/2023

  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.

  When I called metro hop relocation initially I was looking to see how much quotes were going for I spoke ************************* and discussed How many items I was shipping. He then gave me a quote that was cheaper than U-Haul (*******). And he stated that his service also engaged in active packing and for items. So I decide to go with his service. He stated that delivery dates from the time of pick up should be between 7 and 14 days. And that a little less then half of the deposit was due at that time of confirmation so I paid $1182. Which leaves $1643.69 left to pay. When the movers Blue lion shipping came to relocate my items the charged me a packing fee and didn't take any of my out door furniture. (Love seat, 2 chairs, coffee table) they ended up charging me **** for half of there deposit for pick up and told me they would charge me another **** dollars at reliever in **** days this was on Nov 29th. Fast forward to today December 15th I've tried to be in contact with the blue lion shipping movers and there will not pick up the phone and from the last time we spoke the week before my items have not even left *******************. When I called metro hop relocation they told me oh we only gave you a quote for space and said they couldn't do anything to make sure my stuff was here and within the **** days promised. So I was overcharged and paid ******* from a price locked promised amount of ******* and no body knows where my items are as well.

  Business Response

  Date: 01/02/2024

  This client book with the recommended moving carrier through us, Metro Hop Relocation. Our main responsibility is to provide a customer with an over-the-phone moving estimate and recommend a licensed moving carrier. We provided the customer with an estimate based off of the information that he provided to us. Based off of his inventory list, our moving software generated a volume of 325 cubic feet. Once the movers arrive, all customers have the option, if additional services are requested, to take the estimated volume at the estimated cost, or to sign for the additional services which will be charged at the agreed upon rate. Also, as stated in the estimate and discussed with the client over the phone, any materials other than moving blankets will require an additional charge. We provide the customers with an estimated delivery window based on many factors. As stated in the estimate and over the phone with the client, that it a suggested delivery spread and not a guaranteed delivery spread. The maximum delivery spread is 30 business days. We have been responsive to the customer in assisting in his delivery update requests. All of this information has been available to him in his moving estimate and the *************************** of lading which was signed on 10/11/2023. I have placed the relevant information below:

  Thank you for choosing Metro Hop Relocation. We are happy to provide you, the Customer, this estimate based on the specific list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not specifically listed on this estimate. This document is an estimate only and not a contract for moving services; it is only binding for the specific services and items listed herewithin; any deviation of the services listed and ordered will result in a new estimate being issued.

  9. ESTIMATED PICK UP AND DELIVERY SCHEDULE: Each long-distance interstate moving customer will have different requirements as to a delivery timeframe. Some customers need their property delivered as quickly as possible and some customers may wish to wait several weeks, or months, before they receive their delivery. Accordingly, there are two delivery service options available; ************************** and ***************** Pickup and delivery dates are not guaranteed unless the optional ************************** (P.G.S.) is purchased. Standard Service (S.S.) period is up to a maximum of thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. Per ******************* rate is $30.00 (thirty dollars) per business weekday. Business days do not include holidays or weekends. Unless P.G.S. is
  purchased, estimated delivery period is up to thirty business days from date indicated as first available for delivery. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. Claims and liability for any pick-up or delivery delay claims are to be exclusively made against the motor carrier. Broker has no liability for the actions, omissions, delays in pick up or delivery by the motor carrier.

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21012255
  
  I am rejecting this response because: in the words of an employee Cases in which the items are not delivered within the **** business days rarely happen. This was stated to me before before purchase. And was a key factor in my decision to go with metro hop relocation. The constant reassurance plus the miss calculation of cubic ft that was projected attributed to a overall horrible experience. I had to trash expensive outdoor lazy boy furniture that I planned on bringing back for the holidays and still paid an additional couple of hundred dollars to get my stuff shipped it is currently Jan 2nd and there hasnt been a response as to if my belongings have been shipped and are in transit. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 01/10/2024

  The employee stated that the suggested delivery time-frame is between **** business days starting from the first available delivery date because that suggestion is based off of previous moves going similar distances and other contributing factors. It is not typical for the delivery time to exceed that suggested delivery spread. However, we say "suggested delivery spread" because, per the estimate and bill of lading signed by the customer and per the ********** of **************** delivery regulation, the movers have up to 30 business days to deliver. The estimate was not miscalculated. We use a moving software that generates a cubic footage amount for each individual item the customer disclosed to us. This is a moving estimate and, just as any estimate, is subject to change if the customer requires additional services at the time of pickup (additional items, volume, etc.). The moving carrier provided this customer the option of taking the estimated volume at the estimated cost, or to add the additional services which would have been charged at the agreed upon rate. This customer has also been delivered. 

• Initial Complaint

  Date:11/16/2023

  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.

  In June 2023, I hired this company to relocate some pieces of my late ****************** from ********* to **************. The move took place, but all 3 large pieces of the hand-made carpentry were damaged. I filled out the appropriate claim form(s) to collect some damages and have been promised a check for a small amount for several months now and am still waiting to receive compensation. The company has told me a check will be mailed to me but it has not arrived.

  Business Response

  Date: 01/16/2024

  The carrier originally sent the claims check and she never received it for some reason. We apologize for the delay on behalf of the shipment company. The moving carrier sent her the payment via Zelle since the check was not able to be delivered. I have attached the receipt.