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:12/16/2022

  Type:Product 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 contacted the business to confirm junk removal service that was scheduled for today (12/16/22). I was informed only after calling that they would not be performing the service I was charged for at all. I asked for a refund since I would not be getting what I paid for, and was offered only a 10% refund despite a guarantee that I would not receive any service at the agreed upon time. I did not accept this refund. While talking with customer service and before resolving the issue, the representative told me he would "try to find someone to complete my order," to have a nice day and hung up on me. If someone were available to find, then his reason for why my order could not be completed was a lie; alternatively, he said he would try to find someone just as a way to hang up on me. My order number is ******, and I was charged $170.05 immediately after placing the order. The representative confirmed that LoadUp practice after an order is placed is to find an independent contractor to fulfil the order. In the event that a contractor cannot be found, LoadUp's practice is to not inform the customer.

  

  Business Response

  Date: 12/20/2022

  Hello,

  Thank you for taking the time to bring this to our attention. We know how valuable your time is, and we regret not being able to complete your order. I have shared your experience with our team, and we are investigating further to see where we can improve for the future. After looking into your order, I found that we have provided you with a full refund. If there is anything else we can do to make your LoadUp experience more positive, please do not hesitate to reach out and let us know. 

  Customer Answer

  Date: 12/20/2022

   
  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:11/19/2022

  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.

  Business claimed that my mattress and box springs would be removed between 8am - 8pm cst. Paid $109 up front. Business did not perform promised service as of 8:35. Called local agent and did not receive any response.

  

  Business Response

  Date: 11/21/2022

  Hello ****, 

  Thank you for taking the time to bring this to our attention. We know how valuable your time is, and we apologize for the delay with your order. After investigating your order, I found that you were refunded the appropriate amount for the service day guarantee, and we were able to complete your order. If there is anything else we can do for you, please let us know. 

• Initial Complaint

  Date:09/23/2022

  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.

  Inappropriate deduction and incomplete refund after the company unable to fulfill the service. The pages in the ordering process do not mention item restrictions but they are mentioned in the confirmation email after the money is paid in the website. Followup phone calls and texts resulted in the company declaring inability to do the service. The refund given was only partial with the company inappropriately referring to the terms of service . But these terms were actually only available in the email AFTER the money is paid. I did not consent to these terms when ordering the service because they were not disclosed during the ordering process. The ordering transaction was all online.

  

  Business Response

  Date: 09/26/2022

  Hello, 

  We regret that we were unable to complete your removal, and we apologize for any inconvenience this may have caused you. As per our terms and conditions, we are unable to remove refrigerators if they are not disconnected prior to your removal appointment. As part of our **************, customers must agree to our terms and conditions before the order is placed, you may reference the photo I attached to see where this step was. The terms and conditions are hyperlinked in that step. We hope this clears up any confusion. 

  Thank you.

   

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18121888
  
  I am rejecting this response because:
  No business should take money from the customer by hiding behind small print no one reads, when they provide zero service. It is customer's hard earned money, not theirs. 
  Sincerely,
  
  R C

  

  Business Response

  Date: 09/29/2022

  Hello,

  We're very sorry for the confusion. We would love to complete your order once the fridge is safely disconnected. With our process being online, we do make our terms and conditions very visible by putting them next to the box you must check off before submitting your order. If you have any questions about our terms and conditions, please let us know. 

• Initial Complaint

  Date:09/17/2022

  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 and paid for them to remove two couches on 9/17/22 between the hours of 8am - 12pm. I received an automated phone call at 8:15am to verify I would be home for the service window. I also received an email with the loaders name and phone number. Nobody ever came or called to let us know if they would be late or coming at all. By 12:45pm I texted the driver to ask for an ETA, no response. I emailed customer service at ****** to see what was going on. I was told to please give it a little while longer and they were contacting the team to find out what was going on. After 10 hours of waiting I emailed customer service again at ****** to inquire about cancelling their service and requested a full refund due to their lack of providing services paid for. They only apologized and offered to reschedule for another day and said if I cancelled I would be charged a 20% fee for cancelling per their service terms. The only option they give you is to waste more of your time or steal 20% of the job total for their failure to show up at all. I decided to have them cancel the order and loose the 20%, just to be done with them. After several messages back and forth they finally processed my refund, but took 50% instead. This is out right theft! No services were performed and I am punished for their incompetence and inability to provide what was paid for. I have worked in customer service for many years and have never seen a company fine the customer because the company failed to provide the goods or services rendered.

  

  Business Response

  Date: 09/19/2022

  Hello, 

  Thank you for taking the time to bring this to our attention. We deeply apologize for the Loader and communication issues with your recent order. We deeply regret not being able to complete your order during the original scheduled date and time. After looking into your order, I found that you were told you would be receive a 20% fee and not a 50% fee. Therefore, as of yesterday, the appropriate amount has been refunded and should be reflected in your statement soon. Again, we are very sorry and if there is anything else we can do to make your LoadUp experience more positive, please do not hesitate to reach out and let us know. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18041419
  
  I am rejecting this response because:
  

  Anything less than a full refund is unacceptable. Even at a 20% fee I am still being penalized for LoadUps failure to provide the services contracted. You cant expect people to schedule your services and then hope you show up. Especially when services are prepaid. 

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

  

  Business Response

  Date: 09/29/2022

  Hello,

  We hear you and we apologize for the issues with your recent order. We have gone in and processed a full refund that should be reflected in your statement soon. If there is anything else we can do to make your LoadUp experience more positive, please do not hesitate to let us know. 

   

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am only marking it satisfactory to be done with this company. The fact that I had to go to these measures just to receive a refund shows a severe lack of training on your customer service reps. ***** as a company you should look into re-evaluating your processes for handling these types of service issues, instead of just using a blanket standard ops and procedures format. Especially when you hire subcontractors and have no control over their performance. I believe all of this could have been avoided if you had better communication with your customers, and kept them updated on the situation. Please remember that peoples time is valuable and shouldnt be taken for granted. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/07/2022

  Type:Product 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.

  We hired Load Up to take away a couch. We scheduled the time with them based on their website availability and paid. We did not hear anything from them after until I contacted them to ask the status. The representative, *********, stated that they had not found a loader to move our couch. This was 2 hours prior to pick up time. We waited through the 4 hour pick up time and no one showed up. This morning I received a $10 refund. We made a business arrangement and you were the one that cancelled. I held up my end and you did not. I understand a cancellation policy but I wasn't the one who cancelled! I understand being short staffed but maybe then you need to only offer what your actual staffing can handle.

  

  Business Response

  Date: 09/09/2022

  Hello, 

  Thank you for taking the time and bringing this to our attention. We regret that we were not able to complete your order on the day you requested, and we deeply apologize for any inconveniences that *** have caused. After looking into your order, you have been fully refunded for your order. It should be reflected in your statement soon. Thank you for your patience. If there is anything else we can do to make your LoadUp experience more positive, please do not hesitate to reach out and let us know.  

  Customer Answer

  Date: 09/09/2022

   
  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:09/05/2022

  Type:Product 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 had booked LoadUp to remove a couch and chair, as I could not find a donation center that could come pick it up before my new couch arrived. After being assigned a driver, I received no non-automated communication about the pickup. The automated messages only provided a window, and the phone number of my driver. After initiating contact with the provided number, they never provided an arrival time after multiple requests, and eventually showed up 4 hours after the pick-up window had ended. There were no non- or automated attempts to let me know of any delays, or to reschedule. The next morning, I saw my furniture illegally dumped on the side of the highway on my way to work. I unfortunately did not stop to take a picture, as I was about 15 feet from the highway entrance. I then contacted customer service, and after a few emails, was told on August 21 that I would be issued a refund. After not seeing the refund as of Sept 4 I contacted the company again, and they had decided to reverse their position.Since the company advertises responsible disposal (from their website: "The best options for eco-friendly couch disposal include donation, recycling, selling it, giving it to a friend, repair or repurpose it, or you can hire a local junk removal pro. Dumping the couch in a dumpster is not an environmentally responsible method."), I expected my items to be responsibly disposed of by the junk removal professional they contract on their behalf.I did not receive the services advertised by this company, and would like the refund that was originally communicated. I have attached a PDF of my communications with the customer service representatives. I also have the text messages with the driver, and can figure out how to get those to you if needed.

  

  Business Response

  Date: 09/09/2022

  Hello, 

  Thank you for taking the time to bring this to our attention. We deeply apologize for the issues with your recent LoadUp order. While our agents are only allowed to place refund requests, clearly we made a mistake to over promise beyond our allowed role. Since the mistake was on our end, we feel we should keep the original promise as seen in the email. Our team has gone in and submitted a request for a full refund for your order that should be processed and reflected soon. We take full responsibility for the miscommunications and we hope that this can be resolved offline. Thank you for your patience and understanding. 

  Customer Answer

  Date: 09/09/2022

   
  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:08/28/2022

  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.

  Order ****** Booked job on 7/29/22 Job scheduled for 8/12/22 8am -12pm Paid $296.10 cleared bank 8/1/22 Job rescheduled 3 times, and was never completed. I even took a day off work on 8/12/22.Load Up issued refund of $148.05 8/16/22 This was a very frustrating experience. They were not able to complete my job, but were happy to take my money. I would appreciate the rest of my money back in a timely manner.

  

  Business Response

  Date: 08/31/2022

  Hello, 

  Thank you for taking the time to bring this to our attention. We know how valuable your time is and we deeply apologize for the Loader delay. We take full responsibility and we have gone ahead and issued you a full refund that you should see reflected in your statement soon. Thank you for your patience. If there is anything else we can do to make your LoadUp experience more positive, please do not hesitate to let us know. 

• Initial Complaint

  Date:08/21/2022

  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 cannot get a refund on my mattress until LoadUp picks it up....LoadUp has now rescheduled on me 3 times. They made me stay home for 2 entire days waiting on a pickup that never came. The first day, I called the company and they told me the the pickup had been rescheduled early in the day for the next say but no one reached out to tell me that. So I had rescheduled appointments and commitments for nothing Then, they said they would pickup on Saturday. But did not give me a window of time, just between 8am-8pm. Again, no one showed.I called, and we rescheduled for Monday, but it is now Sunday night and they already called and said they can't pick it up Monday.I have a mattress on my front porch, and it's been there for many days now waiting to be picked up. What's more, this is unacceptable given I don't get a refund until it's picked up.How do we fix this?

  

  Business Response

  Date: 08/22/2022

  Hello, thank you for bringing this to our attention. We deeply apologize for the Loader delay. We understand how valuable your time is and we regret not being able to complete your order on the original scheduled day. After looking into your order, I found that we have assigned a driver to complete your order today. If there is anything else we can do to make your LoadUp experience more positive please let us know.

• Initial Complaint

  Date:08/11/2022

  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 ordered a pickup for an organ but decided to do something different. I immediately cancelled my order the same day. I looked up my credit card charge and they had cancelled the full amount. Now I looked up my credit card activity and there was a charge $78.80. I called them and they said it was a cancellation fee which I wasn't aware of. They said they would no.t do anything about it. I can.t imagine that they do business like this.

  

  Business Response

  Date: 08/12/2022

  Hello

  After investigating your order, I found that you cancelled the order the day prior to pickup. If in any case an appointment is cancelled by the customer the day prior to pickup, then the 20% cancellation fee will be applied, per our terms and conditions. By using our services, you are agreeing to our terms and conditions, which are outlined above. We hope this clears up any confusion. 

   

  Customer Answer

  Date: 08/14/2022

  I don't understand their answer. The day I ordered it i cancelled it. I looked up the charge on my Discover card and saw that they had credited my account that same day. i also don't remember getting a pickup scheduled for the next day. there was no way they were put out bu my cancellation. I believe this is a scam.

  

  Business Response

  Date: 10/12/2022

  Hello ******, 

  After further investigation, I found that you were charged a 20% cancellation fee for canceling after the grace ****** covered in our Terms of Service, and the situation was then passed from us to your credit card company. We apologize for any inconvenience and hope all is well. Thank you.

• Initial Complaint

  Date:08/10/2022

  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.

  Scheduled an appointment for a simple satellite dish removal. After several confirmation emails and automated phone calls confirming the time frame for pickup, Loadup cancelled the appointment shortly after dispatching the driver then issued a 50% refund. Loadup did not respond to any of my inquiries.

  

  Business Response

  Date: 08/16/2022

  Hello,

  We apologize for any confusion that occurred during your recent LoadUp order. In order to place an order to remove a satellite dish with LoadUp, customers agree to having the satellite removed and disconnected prior to the Loaders arrival. The satellite that you wanted us to remove was still connected to the roof. Therefore, we had to cancel the order with a 50% refund because the satellite dish was not safely available to our Loader per the terms and conditions you agreed to before placing the order. I have attached pictures for clarification as well. We hope this clears things up! Thank you. 

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17698698
  
  I am rejecting this response because: It was made clear when the order was placed that the satellite required removal from the roof. Pictures were provided and I clearly stated that the dish was on the roof in the order and it was accepted.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/17/2022

  Hello,
  While we understand that you sent pictures, you agreed to the terms and conditions before placing the order. The order was accepted because by agreeing to the terms and conditions before placing the order, that indicates to us that you have a clear understanding that the satellite needed to be removed from the roof before the Loader arrived, as clearly stated in the attachments sent in our last response. We apologize for the inconvenience, and once the satellite dish is disconnected we would love to send a Loader out to remove it for you. Thank you. 

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17698698
  
  I am rejecting this response because: So according to your response you knew you would not be able to complete this order. You failed to assist me in properly placing this order and just took my money. I would've been happy to work with you to remove the dish and have you come pick it up. This business is disingenuous.
  
  Sincerely,
  
  **************