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:06/11/2025

  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.

  I hired LoadUp for a 2 story colonial house and 2 car garage clean up. It was a big job. I uploaded >50 pictures documenting how much stuff there was in the house, the basement, the attic, the garage and the garage attic. The job was $2000 and LoadUp said it would be done in 4-6 hours. Day 1: The job was scheduled for Sunday, June 8. The team that showed up asked for a $700 in cash and said they were not certified to take the antifreeze or paint (included in pictures shared), then left when we refused to pay.LoadUp incorrectly scoped the ******* 2: The team that came on June 9th only finished about 1/3 of the ******* 3: It took a 3rd team (part of the 2nd team) another day, June 10 to finish the job. This team was exceptional: they came at 7 am and did not leave until 8:15 pm. They left the property broom swept. LoadUp did not scope the job accurately. They took 3 days to complete a 4-6 hour job. As the customer, I had to delay painters 2 days, reschedule ****************** & push out listing. The subcontractors had to work for 2 days and no doubt they only got paid for a 4-6 hour job.Worse yet, LoadUp did not take ownership of their mistake. Their customer service did not have the flexibility to send an additional team and split the job into 2 projects (a house and garage cleanup). They gave me a 10% discount, but I wasted much more time uploading pictures showing how the job was not done on Sunday, **************** than the $200 discount they offered. See all emails with customer support, not to mention hours of phone calls. LoadUp only cares about their margins above their customers or the suppliers. They dont care about the loaders because they are not their employees (as customer service pointed out to me numerous times). They give you the details of the subs and then you have to manage the subs yourself. its a terrible business model in which LoadUp makes money, the customers take on the project management work, and the suppliers get squeezed.

  

  Business Response

  Date: 06/16/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience and frustration caused throughout your service with LoadUp. We want to acknowledge the challenges you encounteredparticularly the unprofessional behavior of the initial team on June 8th and the delays that affected your schedule. While our service providers are independent contractors, we hold them to a high standard of professionalism and work ethic. We are currently investigating the matter with the first team and will take the necessary disciplinary action to ensure this behavior is not repeated. We also appreciate your candid feedback regarding your interactions with our customer service team. We regret the additional stress this situation placed on you, and we understand that the experience fell short of the hassle-free process we aim to provide. After reviewing your order, we have issued an additional $300 refund. Please allow 35 business days for the funds to return to the card used at the time of booking. Lastly, we want to sincerely thank you for recognizing the exceptional effort of the third team who completed the job on June 10th. We will be sure their hard work is acknowledged internally. We value both our customers and our service providers, and your feedback is vital to helping us improve. If there is anything further we can assist you with, please dont hesitate to reach out.
  

  Customer Answer

  Date: 06/17/2025

   
  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.  I am sincerely grateful to you and am very pleased with the help you have provided in resolving this conflict.  I am grateful to LoadUp for their acknowledgement of the fact that they provided substandard services and their willingness to return monies paid for these.  I am most grateful to LoadUp for their commitment to recognize the 3rd team from June 10th that finally did provide the service promised and completed of the incorrectly scoped job at the highest of standards.
  

  With sincere thanks for the work you do to help consuming received the help they need when they have no choice but to either privately resort to lawyers that unnecessarily burden our judicial system or great institutions such as you who advocate to find resolutions between businesses and individuals.  

  Many thanks for your help!
  
  ******** ***

• Initial Complaint

  Date:06/01/2025

  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.

  On May 31, 2025 I contacted Load Up to assist me with removing several pieces of furniture from my uncles home. This company was contracted specifically for the purpose of transporting the dining table, chairs, coffee tables and large ottoman, because their website and representative made it clear that they would go to local donation centers. I was told they would be there between 12p and 4pm today, however they showed up at 530pm. My elderly uncle stayed with them and the furniture that was clearly marked for them, because I needed to leave and pickup my children. My uncle called me frantically about 20 minutes later stating that the team had taken a sawzall to the tables and chairs on the front lawn. He went on to explain that they arrived in a small van, nothing close to being able to fit this furniture for the donation. I contacted the company several times this evening and received no satisfaction, including being told that I shouldve stayed to ensure the work was done as paid for IN ADVANCE. Multiple families have been deprived of quality low cost, or no cost, furniture because of this. Their site indicates transparency, however I feel completed defrauded. We were given no donation receipt for taxes as promised, my hardwood furniture was processed into garbage and I paid someone $249.04 to do this to me.

  

  Business Response

  Date: 06/03/2025

  Thank you for bringing this matter to our attention. First and foremost, we sincerely apologize for your recent experience with LoadUp. At LoadUp, we take customer experience very seriously, and its clear that we missed the **** with your order.While we encourage all of our loaders to donate or recycle items whenever possible, there are unfortunately times when items are disposed of by other means. We understand how upsetting that can, especially given your intent to donate to those in need.After reviewing your order, we are issuing a full refund of $249.04 to the original payment method. You should see this reflected in your account within the next 5 business days.Thank you again for bringing this to our attention and giving us the opportunity to address and correct the issue. If there is anything else we can do to assist you, or if you have any further questions, please dont hesitate to reach out to us.

• Initial Complaint

  Date:05/29/2025

  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.

  I signed up for LoadUp to pick up a mattress on Monday, to occur on Saturday. On Wednesday I cancelled because I learned that ************** will pick it up for free. The company messaged me today, Thursday, saying they have to charge me 20% to cancel the pick up! With four days notice, this seems very unfair. I'm out $22.52 for absolutely nothing.

  

  Business Response

  Date: 05/30/2025

  Thank you for taking the time to share your feedback. Were truly sorry to hear about your experience with canceling your order and appreciate the opportunity to address your concerns.
  At LoadUp, we strive to provide transparent and fair service, and we completely understand your concerns regarding the cancellation feeespecially given the several days' notice. After reviewing your order I can confirm that our team was already aware of the situation and has issued a full refund for the remaining amount of your order.Please allow 35 business days for the $22.52 to appear back on your card. Were grateful for the opportunity to make this right and thank you for considering LoadUp. If theres ever anything we can assist you with in the future, please dont hesitate to reach out.
  

  Customer Answer

  Date: 05/30/2025

   
  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:05/28/2025

  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.

  I wanted someone to remove a queen size mattress from my apartment. It was in good shape and I didn't want to throw it away. I found this business by doing a ****** search. It seemed straightforward to sign up, but I found out after confirming the removal that they would be charging me 20% of the total cost (which was not told to me up front-in excess of $300) if I canceled. I understood the day of cancellation, but this was about 2 weeks prior to me needing the mattress removed.They are still going to charge me, even though they've done absolutely nothing and this is with more than enough notice.

  Customer Answer

  Date: 05/29/2025

  I saw a refund. However, it was not the full amount.

  See below. I am still being billed for services not rendered.

   

  I canceled the service AFTER finding out how much you were going to charge (which is not made clear ANYWHERE on your website. If it is, it is buried in your "Terms and Conditions"-and I still found no monetary information in those terms). 

   

  I also canceled almost two weeks in advance-minimal if any inconvenience. This is a very blatant way to get money from people without providing any services. I will continue to pursue this until I receive my full refund.

   

  

   

   

   

  On Wed, May 28, 2025 at 9:13 AM LoadUp <********************************************************************************************************************************************> wrote:

  Hello!   Hi Mo, Thank you for reaching out to us and sharing your concerns. We truly appreciate your communication and would like to inform you that we have processed a full refund of $374 as a one-time courtesy. Please allow two to three business days for this transaction to be completed. Additionally, please be aware that our system automatically grants an eighty percent refund, so we kindly ask for your patience as the remaining twenty percent is reflected in your account. If you have any further questions or require assistance, please do not hesitate to contact us. We are here to help. ******* ****** Phone: ************** Email: ************************************************************************************************************************************************************************* ******************************** Wed love to know more about the level of customer service I was able to provide today. In about an hour you will get an survey, please feel free to score honestly and give any feedback"       Removal is hard. We make it easy. Contact Us If you have any questions we are here to help. ?? Email: ************************************************************************************************************** ?? Call or Text: ************** Check us out onsocial!

  Customer Answer

  Date: 05/30/2025

  Thank you very much-I did hear back from them and they sent the complete refund. 

   

  Thank you for your assistance, it appears the issue is now resolved.

• Initial Complaint

  Date:05/16/2025

  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.

  I would not recommend LoadUp. We found them extremely unreliable and untrustworthy. Per their terms and conditions "we cannot promise specific service dates and times." Yet they provided us with a timeframe of 8-12p on a specific day for the services. We received confirmation at 8a about the service with our address and timeframe. Later in the morning they needed to extend the timeframe, which we could not do because of work (we already carved out 4 hours from our day). So now we are being charged 50% of the fee because the new timeframe they provided did not work. They expect customers to be flexible with their timeframes, but they aren't flexible with their policies. We should have been fully refunded at the very least for our inconvenience. Now we still have the work undone AND were charged an enormous fee. If you need someone reliable to do a job I would not count on this company.

  

  Business Response

  Date: 05/19/2025

  Thank you for taking the time to share your experience. At LoadUp, our goal is to provide every customer with a simple, hassle-free junk ******************** service, and were truly sorry that we did not meet that standard in your case.
  We sincerely apologize for the delays and the frustration caused by the incomplete fulfillment of your order. We understand how important reliable service is, and its clear we missed the mark. To help make this right, our team has processed a refund for the remaining balance of your order to the card on file. We appreciate the opportunity to make this right and are committed to ensuring customer satisfaction.  Thank you again for your time and feedback. If we can be of assistance in the future please do not hesitate to reach out.
  

  Customer Answer

  Date: 05/20/2025

   
  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:05/06/2025

  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.

  Did an online quote for junk removal, then decided to go another direction. They have kept trying to contact me my phone call and text messages even after I blocked the first number they contacted me from, as well as calling them and telling them to take my number off their list

  

  Business Response

  Date: 05/08/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience or frustration caused. At LoadUp, we take customer preferences seriously, and we apologize that you were contacted after your initial request to be removed. We have reviewed your concern and want to confirm that your contact information has been fully removed from all of our marketing and outreach lists. You will no longer receive any calls, text messages, or follow-up communications from LoadUp. We appreciate your feedback, as it helps us improve our communication practices and ensure a better experience for all. If you have any further questions or concerns, please feel free to reach and I am more than happy to help you. Thank you for giving us the opportunity to address your concern.
  
  
  

  Customer Answer

  Date: 05/08/2025

   
  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:05/06/2025

  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.

  Ok. I paid a hundred and eighty four dollars to have two small couches picked up I prepaid a week in advance and got a 82 noon time frame on tuesday morning I never got confirmation of the pick up and on the morning of the pick up.I called four times trying to get a delivery to which I was told they did not have a driver who acknowledged my pickup I needed to have the couches ********** I said you violated the ********* can no longer pick up my ********** I would like a refund. They proceeded to tell me that since I canceled my order.I would only get a fifty percent refund I've had several calls into them.Trying to resolve this ****** still never picked up my couches.And i'm still out a hundred and eighty four dollars. I believe there's service model has some holes. I can provide further transcripts of texts back-and-forth.If needed

  

  Business Response

  Date: 05/07/2025

  Thank you for taking the time to bring this issue to our attention. We sincerely apologize for any inconvenience you may have experienced because of this. At LoadUp, we take customer satisfaction seriously and are committed to resolving concerns promptly and fairly. Upon reviewing the situation our team has processed a full refund to the card, however it can take up to 5 business days for that refund to show up. We appreciate the opportunity to make this right and are committed to ensuring customer satisfaction.  Again, thank you for bringing this matter to our attention and the feedback that you have provided. Please dont hesitate to reach out if you have any other questions or concerns.
  

  Customer Answer

  Date: 05/07/2025

   
  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 ***** long as I get the full refund.  Thanks 
  
  Sincerely,
  
  ****** ****** ****

• Initial Complaint

  Date:04/11/2025

  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.

  Their truck broke down and was in repair shop with no eta for exact pick up of my lawn mower during the time frame they specified. The driver text me one final time at 9:23 am, saying he does not know when he can get to me for pick up and that I could cancel if i wish.I said yes, and please call his people so I could get a full refund. They only gave me 157 back out of the 314 charged

  

  Business Response

  Date: 04/24/2025

  Thank you for taking the time to share your feedback. Were truly sorry to hear about your experience and appreciate the opportunity to address your concerns.
  At LoadUp, we strive to provide exceptional service to every customer, and we regret that we fell short in your case. We take your comments seriously and are currently reviewing the situation to understand what went wrong and how we can make things right. I can confirm that our team was already aware of the issue and has addressed it by refunding the remaining amount of your order.
  Again, thank you for your feedback, and please dont hesitate to reach out if you have any other questions or concerns.
  

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:  This problem is unresolved.   They owe me ****** for not being able to provide service as contracted. Driver's text message confirms this.

  
  ***** *****
  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23190912
  
  I am rejecting this response because:Date Sent: 4/24/2025 1:16:32 PM
  

   
  Better Business Bureau:  This problem is unresolved.   They owe me ****** for not being able to provide service as contracted. Driver's text message confirms this.

  
  ***** *****

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

  

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced. After thoroughly reviewing your account, we have issued a refund for the remaining amount as a resolution.Since there was a financial dispute for the charge sometimes the waiting period can affect when the refund goes back into your account. If you contact your bank they should be able to see that LoadUp has accepted the dispute and processed the full refund and will be able to give a more accurate timeline of when you will be able to see the remaining funds in your account. Thank you for giving us the opportunity to address this matter.
  

• Initial Complaint

  Date:03/31/2025

  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.

  I am writing to formally express my dissatisfaction with the LoadUp platform. I was charged $350 for access to jobs, but the jobs provided are far from profitable.For example, I was offered a job to remove and dump a sofa for only $55. This job required two men and a truck, and the nearest dump charged a minimum of $29. That left just $26 to cover labor, fuel, and vehicle expensesfor a job that took three hours. This is simply not sustainable.I expected fair and competitive compensation for the work, but instead, I am being offered jobs that barely cover costs, let alone allow for any profit. At this point, the $350 fee I paid feels like a waste, as the platform does not provide worthwhile opportunities.I request either a refund or an adjustment to the pricing structure to ensure fair pay for labor and expenses. Please let me know how you plan to address this issue.

  

  Business Response

  Date: 04/01/2025

  Thank you for taking the time to share your feedback. Loader Subscriptions provide early access to orders ahead of non-subscribers and other plans, depending on the plan you selected. These subscriptions do not provide high-value orders, nor are marketed as such. A Loaders ability to generate profit on an order depends upon a multitude of factors such as fuel, disposal fees, and labor. Within your service area, there were over ******************** March, plenty of these orders were within your subscription's time window. LoadUp does not take responsibility for the orders you accept or ignore. Please reference the Loader Terms of Service if you want any further clarity.  
  
  Again we appreciate your feedback, not all platforms are for all contractors, if ours isn't for you, it is totally optional to utilize and is at your discretion as a independent contractor. That being said, I am open to discuss this further if you wish.  Please feel free to contact me directly utilizing the included contact information.

• Initial Complaint

  Date:03/17/2025

  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.

  Showed up a half hour late took 30 minutes chain smoking in front of t of my property. I asked before I left if they needed to charge me for more they said no. Upon leaving the property, they went ahead and decided to text my phone making threats and saying load up didnt pay them enough, DO NOT HIRE THIS COMPANY!!!

  

  Business Response

  Date: 03/19/2025

  Thank you for taking the time to share your feedback with our team.  LoadUp's goal is one simple thing, offer our customers a simple, hassle free junk ******************** solution. I reviewed your order history with my team and I cannot apologize enough that we missed that ****. The contractors in question did not meeting our standards and have been removed from our platform. I am happy to see that we sent another team and they successfully completed the work. That being said, I appreciate you speaking with my team and sharing your feedback.  Good or bad, we appreciate the feedback as it allows us to continually evaluate our services and contractors with a goal of always improving.  Thank you again for your time and business.  If we can be of assistance in the future please do not hesitate to reach out.