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:11/08/2024

  Type:Delivery 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 service for 2 Mattresses and 2 Dressers. I signed and paid for the quote $340.00. Within 1 hour, I had to cancel the Service as my Mother had already made arrangements for her items. She is elderly and I was trying to help her. They Charged me $68.00 for the Cancellation. The Order was never consumated and they lost no resources except for taking my call. I thought California had a 3 day cooling off period. I feel this was egregious and more or less a money grab.

  

  Business Response

  Date: 11/19/2024

  Thank you for taking the time to share your feedback.  I have reviewed your order and found that upon placing the order you indicated that you read and agreed with our terms and conditions (**********************************************************************) which include our cancelation policy. We believe in honesty and transparency in all that we do, so we always are sure this information is available to the consume before they place an order. This policy exists to offset a portion of the costs associated with orders that are subsequently canceled, such as yours. While from your perspective, that was no costs associated with your order, the reality is, upon placing your order, our team immediately started taking actions to secure a loader for your service. Here at LoadUp we believe in service excellence and we work diligently from the moment you place your order to the moment it is completed to ensure we maintain the highest of standards. I am sure you can understand that this level of excellence has costs associated with it and you can see why the cancelation fee does apply. Lastly, the law you referenced applies to purchases made inside your home and it excludes purchases made over the phone, mail or internet. As this order falls within the later part of that statement, the 3 day ******* off period does not apply. That all being said, as a courtesy, we have refunded the funds in question. Your bank should have those funds back to you within 3-5 business days in accordance with their policy. Again, we appreciate your feedback and we encourage you to contact our offices if you have any other questions.

• Initial Complaint

  Date:10/28/2024

  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 needed a mattress that has bedbugs removed from my property. I googled bedbug mattress removal and the first listing that came up is the one that I clicked on. I was able to see pricing online so I decided to book with this company then when I get the confirmation email at the very bottom, it says we cant remove items with bedbugs. I have spoke with three different customer service **** over text message and have not been able to get this resolved to either parties satisfaction. They originally told me they would not be able to pick up anything and told me that I would not be able to get a full refund now they offer to pick up two items but only wanna give me a 20% discount. They have not been understanding or professional with me at all.

  

  Business Response

  Date: 10/29/2024

  Thank you for taking the time to share your feedback with our team.  I did look into this issue and the pricing they provided for the remaining two items is correct.  The majority of your price is set at the same rate regardless of items. The items themselves cost anywhere from $10 to $30 per piece, depending on the item. Additionally, you had a multi item discount on your order, which you no longer received when reducing down to only 2 items. Which is why when removing those items, you only say a small refund.  We make all of this information on the website when booking, including all discounts, to ensure you are fully informed when placing your order.  

  That being said, in the BBB inquiry you stated you wanted a full refund.  As such, given we want to make sure you are fully satisfied with your experience with our services, we have canceled your order and issued you a full refund.  Depending on your bank's policies, you should see that money back in your account by the end of the week.
  
  Thank you again for taking the time to share your concerns.  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:10/17/2024

  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.

  SERVICE COMPLETED: Monday, September 30 During the course of removing the furniture items, the workers scratched and ripped several areas of our wallpaper in addition to denting several walls. They were unfortunately incredibly careless throughout the process, lifting several items together at once, in part because they were ******* and arrived with too small of a van and had to do two loads in order to fulfill the order.We are trying to sell our house and I will now have to pay for wallpaper repair services to make the house look acceptable again. I contacted LoadUP through the automated review form and was informed someone would reach out to me for further details, but no one ever did. Having not been contacted by someone from LoadUp, I then emailed them on October 16th explaining this issue. I was initially instructed to submit a claim on October 16th and then again on the 17th. Subsequently, they rescinded the offer for me to file the claim, stating that I didn't raise the issue within 14 days of the service, although I had with my review and was waiting several days to be contacted by someone. The service has been worthless, damaging my home and costing me more time and money and the customer support response has been feckless at best.

  

  Business Response

  Date: 11/05/2024

  Thank you for taking the time to share your feedback with our team. I do apologize for the situation. I did look into this, I see we escalated this with the contractor involved and and after speaking with him, he assured me you and he have already spoken and came to a resolution directly between the two of you for this situation a few days after you left this review.  While I am pleased to see this was resolved, please do not hesitate to give us a call if there is anything else we can do assist.

  Customer Answer

  Date: 11/05/2024

   
  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.
   
  ****** ******

• Initial Complaint

  Date:10/15/2024

  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.

  10/10/24 reserved a service to remove some items for a move out from an apartment paid $289.00 dollars I called to cancel well prior to the 24 hour cancelation policy, the representative stated I would be charged 20% for canceling, he then stated he was not clear on the cancelation policy and wanted me to send him a photo of there cancelation policy, he then kept repeating the same line that he would reschedule talking over me and not allowing me to talk repeating the same line I am rescheduling, I ended the call sent a text that was responded to that we have canceled your scheduled appointment and kept 20% of the $289.00 dollars that I paid.

  

  Business Response

  Date: 11/05/2024

  Thank you for taking the time to share your feedback. I do apologize for any confusion around the cancelation policy. We do make this policy publicly available on our website, it is part of our ordering system and it is also sent as part of your order confirmation email. That being said, due to the confusion I can confirm the original agent you spoke with had the full refund processed.  Again, I apologize for any confusion and if we can be of further assistance please feel free to reach out.  Thank you

• Initial Complaint

  Date:08/29/2024

  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.

  6/4/24 paid $179 junk removal for 6/9/********************. Business took payment and committed to provide junk removal on reservation date. 6/9/24 No call, no show. 6/12/24 A representative reached out via phone and left voicemail "[...] order is on hold in our system and i'm reaching out to see if you still require our services [...]" I assumed since there was a no call, no show from LoadUp on 6/9/24 that my payment would automatically be returned. 8/29/24 I reviewed my bank statements & realized LoadUp kept my payment of $179. After a long back and forth with customer service representatives via email, business refuses to resolve a refund because of the time lapse. They tell me I was supposed to call them within 24 hours for a full refund despite the fact that LoadUp failed to provide service or make contact on or before 6/9/24. The representative lied stating they called me on days that do not show on my phone records (6/13, 6/20, 6/24). I request that my issue be escalated up the chain of command, and was told the management team had already reviewed it, but did not provide any proof of that. No one above customer service representatives has contacted me. I paid for LoadUp to provide a service on 6/9/24, and because LoadUp failed to do so, I expect a full refund regardless that it is now 8/29/24.

  

  Business Response

  Date: 09/03/2024

  Thank you for taking the time to share your feedback with our services.  Upon view of your order I found our phone records indicate three calls, texts and emails occurred in the month of June, all with no response.  I confirmed the phone number you provided to the BBB matched the one on the order, however the email you listed on the order is different than the one provided to the BBB. Following our terms and conditions, we canceled your order due to no contact and provided a 30 day window for you to recover a refund, again, following our terms and conditions that you agreed to upon placing your order.  Only after the 30 days expired did the funds become forfeit. Two months after your order was due, you contacted our offices and we explained the terms you agreed to and that we adhered to those terms.

  Here at LoadUp we hold ourselves to a very high standard of Honesty and Transparency in all that we do.  This is why we not only provide our terms and conditions before you place your order, we send a link to them again in your order confirmation. Given all of that, we still want to help you and earn your business in the future.  If you check your email you will see a confirmation that a full refund has been processed and you should see those funds in your account in 3-5 business days, depending on your banks policies.

  Customer Answer

  Date: 09/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response in reference to complaint ID ********, and find that this resolution is satisfactory to me. They still however failed to acknowledge the plot of my complaint: LoadUp no called/no showed on the day of reservation and expected me to reach out for a refund for the service they failed to deliver. We canceled your order. You didnt show up. But okay. Considering my refund is going to be released now, again, this is satisfactory. Thank you. 
  
  Sincerely,
  
  ******* (*****) ****

• Initial Complaint

  Date:08/24/2024

  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.

  Horrible!! I scheduled 2 movers to a 3rd floor apartment in advance of our move-in date. I was given a 12:00-4:00 window they would arrive. I was called by ONE mover saying that he was on his way but didnt have another mover with him and that the Order was incorrectly put in their system. This mover was told it was just a couple of items going to a first floor apartment. Wrong. I needed two men to carry a 1 bedroom apartment worth of stuff up THREE flights of stairs. Nobody at the company fixed this issue and we were stuck in downtown ****** with our U-Haul truck PACKED with heavy furniture and nearly injured ourselves doing the work that I SCHEDULED. Do not use this company. Unreliable, unprofessional and horrible communication. Even after I canceled the one man (because it wouldve been impossible for one person to do), he still texted me that he showed up at the apartment complex. I never saw him, I now have to call the company after such an awful experience making sure they did NOT charge me for zero help.

  

  Business Response

  Date: 08/26/2024

  Thank you for taking the time to share your experience with our team.  Our goal is always to provide exceptional service with honesty and transparency and I apologize we failed to meet that ****. I did investigate your situation and found that we have already issued a full refund and are no longer working with the contractor involved.  Again, I apologize this occured and assure you we will be happy to assist any way we can in the future if you call.

• Initial Complaint

  Date:08/10/2024

  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 requested service for my mother to have items picked up and provided photos of the item stating what it was with measurements. A quote was sent for and then I added an additional item to add to the quote for a total of $159. Then the quote was completed and paid in full and was given a date and a 4 hour window. They were a couple hours late but then the person picking up stated they had to make a phone call since the item was in question. Then a person from LoadUp contacted my mom and they requested additional $381.25 of funds. My mother felt obligated but was upset talking with them since this was essentially a bait and switch situation and taking advantage of an elderly lady. Everything from the quote was completely disregarded. The person she spoke with stated she requested 30% discount but it was denied by management and only able to offer 15%. We requested management to reach out and not take the discount since it was stated they could only offer one discount. However, the discount was given regardless of the denied request. *** then requested for management to contact me and declined the pending discount. As stated on the website is honest and transparent and pricing online is guaranteed. The quote was given to us even though there was a description and photos provided. How unfortunate they was this has been handled and very poor customer service.

  

  Business Response

  Date: 08/26/2024

  Thank you for taking the time to share your experience with our team.  Our goal is simple, provide exceptional service with honesty and transparency.  I do apologize that we missed the **** in your situation. I did investigate and found that there appeared to be some misunderstanding as to the items and as your mothers name was on the order, we were under the impression she was the authorized party to make any decisions on the order.  That being said, upon review it appears the 30% discount you requested was processed and a manager did speak with you resolving this matter.  If we can be of further assistance, please let us know.  Thank you

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22123904
  
  I am rejecting this response because: how is it fair that we have to pay 70% of the cost for a 100% LoadUps Mistake? We provided pictures and an exact description of what the item was, received a quote and paid it in full. Your site states that the price is honest and transparent which is not true what so ever. Its a shame that your company cannot take action for customer satisfaction and stand by the quote that was provided. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/17/2024

  Thank you for taking the time to share your response. We have reviewed the all the communication regarding this order, including the initial order and the secondary call to clarify the item and provide the correct pricing. When the called the individual listed on the order, we were prepared to fully refund the order, as we agree, there was a pricing error initially and we want to do the right thing and stand by our core ideals, honesty and transparency with upfront pricing. However, the individual listed on the order agreed to the correct price for the Hospital bed and decided to move forward with the order at the correct price. Later, you requested a 30% discount to resolve this issue, initially a 15% was processed, then the remaining 15% to meet your request. We do apologize for the issues that occurred with your service. If you would like to discuss this matter further, please feel free to contact our offices directly.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22123904
  
  I am rejecting this response because: we were fully upfront of what it was prior to person coming out. Nothing changed other than the way your company handled everything it truly was a bait and switch situation. Texted photos and a description of what it was, given a quote and paid in full. Then took the time off of work to have person come out to be told no we cant take it unless additional is paid. The person felt obligated at that point. I did not ask for a 30% discount I requested to pay for the quoted price and was told that would not happen and would try to get 15% but the person was going to attempt to ask for additional and was given 30% after a couple calls and management rejecting to pay the quoted price. So once again, we have to pay 70% more for a mistake that was not our error. ****** learned to never use this company. Its pretty clear this is not the first instance of issues with honesty and transparency but with a total disregard to customer service. 

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

• Initial Complaint

  Date:08/10/2024

  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 LoadUp to move excellent condition wood furniture from my mother's home to a charity of our choice as a Move, not junk as I was informed of the 2 options for their services. I expected that the workers would have moving equipment and pads for keeping the furniture from being damaged. All they had was a small dolly and gloves and there was broken glass at the bottom of their truck that had garbage at the front of it. I offered for them to throw away the broken glass which was refused. They were able to load the 15 pieces of furniture to fit in their truck by stacking the dining room chairs and other furniture on the dining room table and scratching a table that was in excellent condition being that it was close to 50 years old. I asked why they were putting chairs on the table and he asked for a box from me to put in between after he had already scratched the table. I also offered a comforter that was on the ground where furniture was in the garage and they didn't take it. Then comes the breakfront which was extremely heavy (nobody asked about any of the weight of anything being moved when I spoke to customer service to set up the move). They carried the 50 year old breakfront out the front door while almost tripping on the cord of the light inside and allowing the glass doors to swing open. 2 of the glass doors broke based on the way the doors were not secured and the fact that they had 1 small dolly to move this from a first floor house to their truck. I also included the glass shelves that were removed before putting this in the truck and they never took them out of the truck at the final destination and left. The side of the breakfront was scraped on something that splintered the wood as well. This piece was in excellent condition considering it being around for as long as it was and they RUINED this piece and the table and buffet server that was also moved. Even considering these were being donated, I would have expected better. TERRIBLE SERVICE!

  

  Business Response

  Date: 08/26/2024

  Thank you for taking the time to share your experience with our services. I have investigated your experience and it appears there may be some confusion as to the services ordered. LoadUp is a junk removal company, not a moving company and we do not offer moving services. While if you suggest a donation location, we do try to donate to your suggested location or to various charitable organizations, we do not and cannot guarantee donation of any items that are removed as ultimately, that is the decision of the contractors involved based on a variety of factors. In your case, I can confirm the contractor involved decided to dispose of all the items.  I do apologize for any misunderstanding.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22122654
  
  I am rejecting this response because:

  When I spoke to the representative who answered when I called to schedule the removal, I was told that there was a junk removal or did I want more of your moving services.  I mentioned that I had a charity in mind that would take the dining room set and asked if that was allowed to be delivered to as it was not one of the charities listed on your website.  I was told it was part of the moving services and they asked for the address and the contractors had this information when they showed up. I discussed this with both of the men that showed up with the truck and they were in agreement to move the furniture to the charity.  One of the men even mentioned that they didn't know why their truck didn't have pads for moving that day as they usually did.  I don't think this was a miscommunication as it was scheduled to go to a charity location which was identified and provided on the phone when placing the request. The drivers had the information, so they new it was not for junking the furniture.  The left with the glass shelves of the breakfront/China cabinet (cabinet was delivered damaged and with missing glass as they did not secure the glass doors before moving!)  as well as the 3 book shelves that the charity stated they wouldn't take.  There were 6 dining chairs, dining room table, buffet server, end table, and glass coffee table that were also included in the haul that were donated to the charitable organization.  Why would they think the charity would want scratched up furniture?   

  I believe you are deceiving the consumer when offering the junk removal and moving, and anyone who can get their hands on a truck can work as a contractor, whether they understand the services that were hired.  This was definitely NOT a misunderstanding or miscommunication and it is sad to see that you cannot admit this to the consumer that trusted your company to stand by their work, whether it was an employee or contractor.  I will make sure that everyone I know is aware of how shady your business is and not to trust LoadUp for anything.  I thought this was a great business concept to help folks transport or junk things they were getting rid of and the electronic reminders and notifications seemed very professional, but the actual service is ABISMAL!  Maybe you should listen to the call to determine what the customer service representatives are offering before you blame the customer for misunderstanding.  Somehow your internal messaging was not communicated clearly to these unqualified individuals.

  Sincerely,

   *******************

• Initial Complaint

  Date:08/03/2024

  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 prepaid to have an old refrigerator removes from inside the house and another one that I have in my garage brought inside. I was given a timeframe of 12-4 one day and they couldnt make it. I rescheduled for the next day, again given a timeframe of 8-12 to have them schedule me at 2. At 2pm he was a no show. I reached out to the worker directly who said he had no idea he had been assigned the job. He then asked if he could come between 4-5 and he never showed. I reached back out him directly and I received an automated text to contact the company directly. This is absolutely poor service. I got a text from the company apologizing and ask I was fills was that it was beyond their control since the mover was an independent contractor. Hope is this anyway to run a business. They offered to reschedule but I no longer wanted their services and requested a refund. However, I dont trust them to process the refund and am seeking assistance to make sure that is done.

  

  Business Response

  Date: 08/05/2024

  Thank you for taking the time to share your feedback with our services. While we enjoy a near perfect success rate every day, it appears your experience with the local contractors has not met our expectations.  We apologize for this situation and assure you we will take action to prevent the local contractors involved from repeating this issue again. We have already issued a full refund for your order and assure you, anytime we can be of assistance, we will deliver 100%.  Thank you again.

• Initial Complaint

  Date:07/31/2024

  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 placed an order with Load up online for a job between 12-4 pm on 31 July. They told me on the day of the job that the helper can reach only after 3 . When I asked how he is expected to finish a 1 hour job before 4 pm if he doesn't reach by at least 3 pm. , they said that even if he arrives at 3.59 pm , they are still technically within the time slot and entitled to cut 50 percent cancellation fee. Apparently, this is in the fine print of terms and conditions. So I had to cancel since there was no point in the guy coming at 3.59 pm ( for a 1 hour job that had to finish by 4 pm). They charged me 50 percent - 97$ for no work. It feels like a scam - not specifying that the job will not be done in the time slot selected . Their website is set up such that you select the duration of the job, then the time slot of the job - it is only natural that the client believes they are booking the job for the time slot selected- not that the helper can arrive any time till the last minute of the time slot. Saying that you should have read the terms and conditions when I tried to clarify this sounds like every scammer trying to make money off zero services/ goods.

  

  Business Response

  Date: 08/05/2024

  Thank you for taking the time to share your experience with our services. I did look into your feedback and can confirm the website does stipulate that the tie window you choose is the arrival time for the local team. Most jobs can be completed in less than 5 minutes to 1 hour and yours for 1 hour of labor unloading would fall into this category.  I do apologize this was not clear upon booking your order.  I have issued a full refund as you have requested and if we can be of assistance in the future, please let us know.

  Customer Answer

  Date: 08/05/2024

   
  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.
  Thanks for the refund. My respect for the BBB process and LoadUp business is restored.

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