Bait-and-Switch, Damaged Goods, and Broken Promises – My Nightmare with Metro Hop Relocation & ProSmart Moving
If I could give Metro Hop Relocation and ProSmart Moving & Storage negative stars, I would. What I experienced was predatory, dishonest, and emotionally draining — and
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If I could give Metro Hop Relocation and ProSmart Moving & Storage negative stars, I would. What I experienced was predatory, dishonest, and emotionally draining — and I’m sharing it here in full so no one else goes through what I did.
A month and a half before my move from Vista, CA to Eugene, OR, I had planned to use PODS (a great company, just bad timing). That’s when I was contacted by Metro Hop Relocation. They seemed professional at first. A rep called and asked me to list every single item in my home that couldn’t fit into a small or medium box. I spent real time walking through everything with them — no shortcuts, no missed items. I did my part.
Based on that inventory, they quoted me $3,400, which was about $300 cheaper than PODS. It felt like a good deal. I signed the contract and paid $1,500 upfront. But the contract only listed a few of the big items — and not everything I gave them — which I assumed was normal.
A few days before the move, a second rep called and had me repeat the process — same itemized breakdown, same detailed list. Then came the bait-and-switch. I was told I’d actually need to pay an additional $2,600 because the original estimate didn’t cover enough “cubic footage.”
I was shocked. I’d given them everything — twice. But they wouldn’t budge. So to avoid being forced to pay more, I started selling off my own furniture and large items just to stay within their original quote. I lost money, I lost time, and I lost things I actually needed — all because of their shady business model.
On move day, a crew showed up looking nothing like professionals. They were aggressive, intimidating, and immediately repeated the same script: “This won’t fit. You’re gonna need more space.” This was now the third time they tried to get more money out of me.
One mover even told me flat-out: “If it were up to me, I’d take your stuff off the truck right now and leave. You’d eat the deposit.” That’s the level of professionalism I got. I was being bullied by the people who were supposed to help me.
The only reason the move happened at all was because of Curtis, a manager I was put in touch with — from a different company, ProSmart Moving & Storage. He offered me a “discount” to stop the madness. At the time I thought he was helping, but I now realize he’s just part of the same machine. He got me just far enough to stop complaining and then disappeared when it really mattered.
When my things arrived in Eugene, I was devastated. Over $1,200 in damages. My dining table? Broken. Work desk? Smashed. Picture frames? Shattered. Stainless steel trash can? Dented and ruined.
The only reason I had documentation is because the local delivery crew (different people) felt so bad for me, they helped me take photos before unpacking. They told me they’d seen this happen many times before.
I followed the claims process exactly. I submitted photos, receipts, itemized lists, everything. They sent me to a claims department with the wrong mailing address and a deliberately complicated process. But I did it all. Then they told me it would take 4 to 9 months to review the claim. Not pay it. Just review it.
I went back to Curtis from ProSmart. Told him what was happening. He promised he’d “talk to his team” and “see if they could get me reimbursed sooner.”
He ghosted me. Just like the rest of them.
I’ve since looked up both companies online and found review after review after review of the same exact scam: bait-and-switch pricing, surprise charges, damaged goods, and months of silence. The system is designed to take your money, destroy your belongings, and leave you with no recourse.
So I’m here now, putting this everywhere. Yelp. Google. Reddit. BBB. FMCSA. Trustpilot. I won’t stop until others are warned.
If you’re considering using Metro Hop Relocation or ProSmart Moving & Storage, DON’T. There are better companies out there. And even if they cost a little more, you won’t be treated like a sucker.
Move size: 2 Bedroom Home
Service cost:
$-2
