To Whom it May Concern:**My name is Gina Bucy, and I want to apologize for moving charg...
GetHuman-profgbuc's customer service issue with BellHops from June 2018
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To Whom it May Concern:**My name is Gina Bucy, and I want to apologize for moving charges being declined by the debit card I had on file. This was unintended and I wanted to explain what happened and dispute some of the charges based on the facts below. When the card was run by Bellhops the day before my move, it passed for having enough on it to cover the move based on the projected number of hours (five). But when the movers came that Saturday June *nd, they stopped their job halfway through and left, which caused some problems. They called the company and had Bellhops sign me up to have another team come at **:** AM the next day (Sunday the *rd). Well, **:** rolled around on Sunday and no one had shown, so I called Bellhops. It turned out there had been a technical error and they said it would be Tuesday the *th before they could send a crew back out. The problem was that I was supposed to turn in our house key the next morning (on Monday the *th) to the new owners, who would then hand me a $*,*** check for turning it in on time. I explained this to customer service and am grateful that they worked with me and were eventually able to book me at *:** on Monday the *th. At that point however I had to receive permission from the new owners to turn the key in late since it was supposed to be delivered Monday morning. Fortunately I was permitted to turn it in first thing on Tuesday morning. So I was able to get the $*,***, but moving that late the day before meant that we had no time to clean out the house ourselves and still get the key in on time. Therefore I had to ask the movers (the same crew as before) if they could haul the junk off in lieu of that. It ended up taking a lot of extra time, and if my move had been completed on schedule Saturday I would’ve had time to clean the house and get all the junk out on Sunday myself and then turn the key in on time the next morning. This increased the cost of our move, as did the fact that on the first half of the move on Saturday when the movers got to the storage building no one was there to let them in. They ended up waiting for about an hour until an employee came back, and we were charged for that hour even though no work was done and it wasn’t our fault. In addition, I learned about Bellhops on Groupon and purchased $*** worth of services for $***. It said a minimum of two hours moving time was required on the ad, and the wording was unclear enough that I thought it meant two hours cost $***, and that the Groupon was saving you **%. Therefore I though it covered two hours of moving and that each additional hour cost $*** instead of $***. When I spoke with someone in customer service the day before about the move, she estimated that my move would be around $*** for the five hours I was booked but explained that it did not count the Groupon worth $*** of services. So based on my understanding of the Groupon and that number, her projection made sense to me. At that time the card had enough on it to pay that much. When we received the bill for just the first moving day, we thought it was for both move days because it was about the price projected by the lady in customer service (minus $***). I was very shocked to receive a voicemail later that we owed an additional $*** for the second day, and that the other bill was just for the first day. The debit was denied because we did not expect we’d be paying that much more than what had been indicated. I sincerely believe dividing the move up into two days cost us extra money, as the movers had to go to the storage unit twice instead of once and we had already been charged for the hour they had to wait for an employee to show up on the first day. Furthermore, as I stated earlier, moving the junk there on the second day took a lot of time and we would have been able to do it ourselves if the move had been completed on Saturday. I believe we were charged for multiple hours unfairly in this process, and at any rate as indicated above I thought it was $*** per hour based on the Groupon ad and the customer service lady’s cost projection. The card denied the transaction because we did not expect a bill so high above the projected cost and the card simply did not have enough on it to cover so much more. Also, if I had understood correctly that it cost $*** an hour, to be honest I would not have used Bellhop’s services and would’ve looked for a better deal with local movers. The $** discount I received on Groupon was very minimal considering the final charges, and I would have definitely gone another route. I realize that I misunderstood the wording in the Groupon ad, but I think it was unclear enough that it is understandable, especially since the projected cost given by customer service seemed to align with my understanding of it. I also want to say that the crew did a great job. I am not putting down their work but rather explaining how their decision to not complete our move as scheduled led to what I believe are disputable costs. I intend to make it right with your company and pay as soon as possible, but it would take a long time for me to cover all those unexpected charges ($*** more than projected) or even to pay less than that. I would never have booked Bellhops if I had known my card would be declined, so I apologize that it took place. However I hope you can see the points I covered in this letter and would be willing to consider lowering the charges. I believe our move could have been completed in the five projected hours on Saturday the *nd if it hadn’t been split into two days, and that multiple hours were added to the bill because of it. Considering that those hours cost $*** each (as I understand now), that cost a lot of money. I appreciate you taking the time to read my dispute and would appreciate your consideration in this matter. **Thank you so much,*Gina Bucy**G*****@***.com*(***) ***-****
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