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:10/06/2023

  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.

  This company misrepresented itself. I was NEVER told over the phone that they were contracting out my move to someone else - I had to discover that for myself on the document that they insisted I sign over the phone without giving me time to really read it. I was also told explicitly by my sales representative that I would receive my deposit back if I had to cancel up to 7 days prior to my scheduled move. I also explained that this was domestic violence situation and that I was in an extremely vulnerable position and needed liquidity because of that and I was verbally promised it. After learning that they had contracted me out to ProSmart Movers, I began an attempt to contact them as well to just gain some clarity and transparency on estimate and scope of service because nearly every review about MetroHop Relocation includes people receiving wildly inflated bills when the movers arrive. MetroHop's Bill of Lading states that I am entitled to see the tariff, and when I went to cancel outside of the 72 hour window clause that I never got a chance to read, they claimed I am not entitled to a refund. So I'm not entitled to a refund, but the contractor doesn't have to provide their tariff even though that is also listed in the bill? The entire thing is a scam and shady through and through, set up to prey on vulnerable people.

  Business Response

  Date: 12/08/2023

  This customer signed her estimate and her moving *************************** of lading on 9/30/2023. She was aware of us not being the moving company, as it clearly states in our estimate that we are a broker, it was verbally confirmed with her, and she signed the *************************** of lading on 9/30 which includes the carrier's name, department of transportation number, and motor carrier number. During the signing process of her moving estimate, it states in large, bold letters the cancellation policy, It is the only writing on the screen while she is signing. She has to click a button stating that she has read and understands the terms stated above. This customer cancelled outside of her cancellation window. 

• Initial Complaint

  Date:10/04/2023

  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 called what I thought was **************** but somehow got routed to this company. They provided an estimate of ******* on 09/26/23. They told me that my deposit was 20%. When I checked my credit card statement, I saw that they actually charged me *******. When I attempted to cancel on 10/3/23, they told me that I only had 72 hours to cancel. They refused to refund anything although my deposit my much greater than 20%.

  Business Response

  Date: 12/08/2023

  This customer signed the terms of the estimate, knowing that we were Metro Hop Relocation, not ****************, on 9/26/2023. He then signed the bill of lading for the carrier that Metro Hop recommended to him, *********** Services, on 9/26/2023. The customer was verbally made aware, signed and provided us his payment information for the deposit amount of $1,864.00. It states in the terms of his estimate that a 10% deposit is required PLUS the binding estimate fee, which totaled out to $1,864.00. I have placed the relevant information below. Per the new federal regulation, all customers may cancel within the 72 hours immediately after signing their interstate bill of lading. This customer cancelled outside of his cancellation window of 72 hours. 

  Electronic Signature:
  Thank you for choosing Metro Hop Relocation - This is your cancellation policy: Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 72 hour window immediately after Bill of Lading is signed. Any cancellation shall be made in writing to ******************************** Please call ************ for any questions or concerns. Thank you for choosing Metro Hop Relocation.
  
  Document Emailed On: Tuesday, 09/26/2023 10:41:48 AM (ET)
  Document Signature Name: *************************
  Document Signature Email: *******************
  Document Signature Date: Tuesday, 09/26/2023 10:50:02 AM (ET)
  Document Signature IP Address: 185.243.57.243
  Internet Browser: Chrome

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

   

• Initial Complaint

  Date:09/28/2023

  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.

  Metro hop Relocation LLC, was a moving company that called me, ******* promised me his personal help through getting started till i got my personal things. He lied, he knew i was in a hurry due to family issues and needed to leave quickly and i had little money said since it was short notice he told me i could take alot of things and i told him it was person things that was breakable, he promised me it was fine they would be careful. I stopped my uhaul box, from coming and agreed to let him help me, i paid him for the next day pick up, again he assured me he would help me.The next day no movers and no answers from them or the moving company, finally they showed up a day and half late. The driver was rude and laughted when my daughter cryed when they loaded her guitar, the last thing her dad gave her. Which i told the driver and the person, moving things, we never saw the guitar again.Metro hop was informed about the driver rudeness and laughting about my daughter they said they would contact the company and let them know. The next day rcv first america called me asking why i had called them and when told me they didnt have my stuff nor account with me name. next day metro hop said it was a miss understand and lost paper work but everything was fine, it was never fine.Metro hop knew this was a bad comany and used them any how, metro hop told me my stuff was fine and it was not. They lied to me and promised me things they couldnt do. I want my stuff that i paid you to make sure was delivered, you stoled from a disabled young lady. bad bad company.

  Business Response

  Date: 10/04/2023

  This customer has been delivered. We are working with the moving carrier on her behalf to try to locate the missing items. We have also provided her information for filing a claim. The moving carrier was fully licensed and registered when the pickup of her items occurred. The customer was provided the carrier's information within her cancellation window so that she could decide whether she wanted to move forward or not. The customer books her move with the moving carrier, we just provide her an estimate and assist her in locating a licensed moving carrier within her area. 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20671691
  
  I am rejecting this response because:

  You did not tell me (******* your caller) that you was not moving me, that you was only a broker, i didnt not seek you out your company called me. You knew that RCV First America was

  having problems and you use them any ways. I was not told not to send personal items, nor breakable items. when your company's caller Was lieing to me about how wonderful things was going to be.

  How he personally would help me out the whole time. Your company only said my stuff was fine and everything would be alright, when it was not. ******* from your company told me i had enough room for 

  2 beds and 55 boxes that was a lie your moving company you hired wouldnt take 1/3 of my stuff that i was told i could not take. how did metro hop know that my stuff was being stored in a air conditioner unit in the

  middle of July. When you are all in Flordia and cant even reach RCV first ameica movers. I called 3 times a week after 2 weeks out, and you didnt even talk to him maybe 5 or so time the whole time that  that rcv first america movning company had my stuff. And metro hop told me not to call him it was your job. The one time *** first america owner did call he said he had not been to my storage unit and the unit had no air. So how could metro hop know for sure.

  Maybe metro hop should not using moving companys they know are bad, tell the customers up front they do not deliver, and not promise things or say things they know are not true. 

  I will say they did answer my phone calls 75% of the time but the same answer was all i got about where my stuff was or when i would get it was  next week and they didnt know. Im sorry, if the owner of metro hop didnt know how they talking and lieing to your customers maybe you should talk to

  your empoyees or reach out to the other countless people that are saying the same thing about metro hop that i am.

  You Metro HOP are as much to blame for lieing to me about my personal belonging when i told him that was all i needed moved and had already got uhaul. But he promised me my dolls would be ok and all my items would

  be delivered to me within the same day i got home or with in a 2 week time zone. I wish i had used Uhaul like i had planned.

   

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

  Business Response

  Date: 01/16/2024

  This customer singed the terms of her estimate on 7/6/2023. Our job as her moving brokerage is to provide her with a moving estimate and recommend a licensed moving company to service her move. We recommended First America Moving and Storage, who was licensed and registered through the federal government, based off of her expectations and our recent positive history with them. The customer had the choice of not entering into a contract with First America Moving and Storage, that was just the carrier that we recommended. This customer was delivered and informed us that she was missing a couple of items, which, unfortunately, does occasionally happen in this industry . We informed the carrier immediately and gave her information as to how to file a moving claim for missing items through her moving carrier. 

• Initial Complaint

  Date:07/31/2023

  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 misrepresented themselves. They took a moving contract, told me that they were the movers. Asked for the payment to reserve the moving appointment. Then misrepresented my move to another company which showed up, and said I had more items. I was quoted for my move then, they asked for more money. The movers that showed up were We the best movers from *********, **. and they asked for even more money. I have not heard from Metro Hop LLC. since they took my ***** dollars and did nothing for it except hire a second company. This occurred on 6/2/23 and to date I have not received my household belongings.

  Business Response

  Date: 08/15/2023

  This customer hired ** as her moving coordinators and signed her moving estimate on 5/5/2023. It states in the terms of our estimate that we are a moving broker. We also sent over the interstate bill of lading for the recommended moving carrier immediately after she booked our services. She was informed of our recommendation of We the Best Movers, and signed their interstate bill of lading, directly after booking our services. According to federal regulation, the customer has up to 72 hours to cancel our services, and We the ************ services, after signing their interstate bill of lading. The customer had additional services at the time of pickup which was charged according to the agreed upon rate that the customer agreed to upon booking. The customer was also given the option to pay only the estimate for the ***************** that she required or, if she chooses, to agree to the new cost which is charged based off of the the additional services she needs. This customer has also been delivered. 

  Customer Answer

  Date: 08/15/2023

  I asked their representative specifically if they were the movers at which time they repeatedly assured me they were the movers. Only to find out 2 days prior to my move that they were subcontracting to another company. With2 days notice, you cannot get another long distance company. This is a clear bait and switch scheme. Do a weak initial assessment, give a low quote, call a week before the move, do a more through assessment, quote more money, then tell you another mover is coming. There should be a law against this, when you're moving you have deadlines. 

• Initial Complaint

  Date:07/30/2023

  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.

  Date of transaction- 6/26/2023 Amount paid- $1,910 deposit on debit card. $4,392.72 in cash. Total $6,302.72 Business committed to deliver the materials on the inventory list in the allotted time schedule provided.Nature of Dispute: Damaged items, poor service, incomplete job, weak business model.The business has not tried to resolve the issue. They did not offer a refund when I asked and did not agree to help move the rest of the items.Job # is R4958543 The purpose of this letter is to provide information about this charge. Metro Hop did not complete the job and did not provide the services that they agreed to. This is why I am disputing the charge. The below documentation is merely my attempt to outline the facts of lack of service, commitment and ultimately a failed transaction.They only allow a credit or debit card payment for the nonrefundable balance. They only accept official checks or cash for final payments. This was single-handedly the worst experience of my life. When I originally booked with Metro Hop, they werent forthcoming that they were a broker. They also would not allow me any time to think about the quote. I was ultimately forced at the time of the call to put down a deposit of $1,910 dollars. The business model is flawed for the customer. The sales rep ******* was very vague about sizes and counts of items during the beginning inventory stages of the quote process. It almost appeared that he was trying to reduce the number of items that I had so that the cubic foot price came in lower to ultimately lower the price of the move. Luckily for me, one of my colleagues who was also relocating for work and using Metro Hop let me in on the scam ahead of time so I could get out in front of it. During my colleagues move, (*********************************) the mover told him on-site the day of the move that he had more items/space requirements then he was quoted. On the spot, they made him agree to sign to pay an additional $2,000 dollars.

  Business Response

  Date: 08/15/2023

  This customer signed and agreed to the terms of the estimate with Metro Hop Relocation on 6/23/2023. The customer is not ready for delivery until 8/17/2023 so I am not too sure how he is claiming to have damages. The customer also did not ask ********************** to be refunded; he disputed his charge for the deposit and his bank declined his dispute after further investigation. He claims we did not completed the job; Metro Hop Relocation, as his hired moving broker, has the responsibility of providing him a moving estimate and recommending a licensed moving carrier to him, which we have done. The customer was made aware verbally, and also twice via email, that the forms of payment accepted for pickup and delivery are certified funds (cash, postal money order, or cashier's check.) The customer claims that we were "not forthcoming" in disclosing we are a broker when this was also disclosed verbally, listed on our website, and in the explained in detail in estimate that he signed and agreed to. The customer was not forced to sign up with **********************. He signed the terms of his estimate via email, and also provided us with his card information for the down payment. The customer was provided the inventory list, that he provided to us, and asked to read over it to make sure its accurate before he signed. 

• Initial Complaint

  Date:07/18/2023

  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.

  I was quoted $12,589.18 to move a list of household items (60 items, 234 pieces) that they estimated at **** cubic feet. The carrier was scheduled to arrive in a 9am-12pm window. At 10am the driver called and said he was going to start driving to me from 363 miles away. When the carrier arrived at 5:30pm, to supposedly pack all of my items that day, the driver suggested the same list of items that I was quoted to move was more like **** cubic feet and the new price would be $24,000. The carrier and broker (Metro Hop) then got on the phone and the two of them were able to negotiate down to $20,800, still over $8,000 more than I was quoted.I understand that the cubic feet of my items was only estimated to be **** cubic feet and is subject to change upon carrier arrival. However, the idea that the same list of items can more than double in size from what was estimated doesnt make any sense. I have also received quotes from other movers (in person and over video) that suggest the cubic feet of my items is within 10% of the **** cubic feet estimated by metro hop. When I let metro hop know that I could not afford $20,800 to move, they let me know I could not get my $5000 deposit back. In short, I was quoted $12,500. Paid $5000 deposit. Upon arrival to begin work, my price was changed to $24,000 then changed again to $20,800 and that I could not get my $5,000 deposit back.

  Business Response

  Date: 07/24/2023

  Upon the carriers arrival, they provided a second shipping document for the additional services that the customer required that were not discussed with us prior to arrival. We gave the customer the option of just taking the estimated volume at the estimate cost or to agree to the new shipping document, being charged at the agreed upon rate. The customer declined both options and sent the movers away. Per the estimate, the customer's deposit is non-refundable after 72 hrs. from signing the interstate bill of lading, which was signed on 6/26/2023. The customer is not due a refund. 

• Initial Complaint

  Date:06/22/2023

  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.

  I hired Metro Hop as a moving company. They were listed under Budget Movers and I thought they were safe. They told me over the phone that my items would be delivered in 3-5 days. They picked up my items on May 22 which was two days after the contracted date. They have not delivered my items and it is now 28 days after they picked them up which is a breach of their contract. My attempts to reach the company through phone calls, voice mails and emails have been unsuccessful. I need my belongings delivered to me and a refund. I have been sleeping in my new empty house on a camping mattress on the floor for one month since all my furniture and belongings are with Metro Hop. I have paid them $4618 and have nothing to show for it. They seem to have contracted with Moving Wise for delivery and they have not contacted me with updates. When I call the number for Moving Wise I get placed on hold and no one is able to tell me where my things are or when they will be delivered.

  Business Response

  Date: 01/16/2024

  This customer requested her pickup window of 5/19-20. The requested pickup dates, as stated in the terms of the estimate, are a request and are not guaranteed. Also, the delivery spread as stated verbally during the initial booking process, in the terms of the estimate and in the carriers contract, which she entered into on 4/25/23, states that they have 30 business days starting from her first available delivery date. The customer was delivered within that timeframe. We searched her phone number in our phone system and did not receive any calls from this customer requesting updates on delivery. I have placed the relevant information below:

   

   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.