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:07/15/2024

  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 scheduled a junk pick up with LoadUP for this past Saturday. The loaders refused to take my junk because of a few roaches. I understand these are not fun to deal with and it is why I am moving. I have been provided terms of service post denial of pickup; however, everything on their website only stated that bedbugs would be an issue.I am on a limited income and my family had to finance an alternative pick up service.I would appreciate a full refund due to the bait and switch nature which the company operates on.

• Initial Complaint

  Date:07/09/2024

  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.

  The company charged me for a service which was never reinstated

  

  Business Response

  Date: 07/15/2024

  Thank you for submitted your feedback on our services.  I have reviewed your order and found that we have already refunded your purchase.  Please let us know if you have any questions.

• Initial Complaint

  Date:06/26/2024

  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 went through the online quote generation and scheduling system to have done junk hauled away, a few weeks in advance of the haul date. I flew into town for the occasion. Somebody from Load Up contacted me asking me to text pictures of the stuff to haul. I did. They said they were arranging the team. 5 hours later I contacted them, to find out when they'd arrive. They told me NOT today. They could not offer a firm time to do the work, saying that any other days and times were no better than "possibilities," and they may not show up, again. It is unclear what they think their obligation is.

  

  Business Response

  Date: 06/27/2024

  Thank you for taking the time to share your experiences with our services. While we are proud of our successes here at LoadUp our failures are also very important as they give us the opportunity to learn, grow and adapt to ensure we continually improve our services. I cannot apologize enough we were not able to take care of your junk needs.  The agent you spoke with had already submitted a full refund which has been processed. If we can ever help in the future, please do not hesitate to reach out.  Thank you again and our apologies for the poor experience.

• Initial Complaint

  Date:06/23/2024

  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.

  Window of service was from 12-4pm on 6/22. Truck (loader) contact given in the morning. Loader confirms window. Then bails on the schedule after saying hed be here at 6pm. Company finds another loader to come at 9pm. That didnt happen. Then agreed to pick up next day at 6am. That did not happen either. My order number with them was ******.

  

  Business Response

  Date: 06/24/2024

  Thank you for sharing your experience with our services. Our goal is simple, exceptional service with honesty and transparency. I have reviewed your order and while I am happy to see we successfully completed your order, it does appear we missed our normal standards and for this I do apologize. Given we were late in completing your pickup, we have issued a 10% refund for your experience.  Again, we appreciate your sharing your experience and we look forward to helping you in the future.

• Initial Complaint

  Date:06/18/2024

  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.

  06/12/24 I booked a refrigerator disassemble and removed job, TOTAL: $204.00. Pickup 8am-12noon 6/17/24, After 12pm no driver showed on pickup date and at 12:15pm I reached out to thier support, they could not provide a driver and do they job as contracted, they wanted to reschedule on another day, unacceptable as per contract, I asked for and was told I would recieve a full refund. Today they say 50% which would only apply if I had canceled, I DID NOT, they could not fulfill the obligation. FTC complaint is my next stop, AG state of CA and **** this is a clear case of intention to collect monies under fraud and deception.

  

  Business Response

  Date: 06/26/2024

  Thank you for taking the time to share your experience with our services. At LoadUp we aim for one target, exceptional service with honesty and transparency.  In reviewing your order I can see in this we missed our **** and for this, I offer my apologies.  Upon reviewing your order I can see the agent did advise that a refund would be reviewed and processed.  Additionally, the initial 50% was processed in accordance with our cancelation policy. The remaining balance was escalated by your agent to be refunded and was subsequently fully refund once it was reviewed. I apologize the agent was not clear as to what to expect next, however, I am happy to see we were able to meet your refund request prior to receiving this communication.   If we can be of further assistance please let us know.  Thank you

• Initial Complaint

  Date:05/20/2024

  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 paid Load Up $217 to have an exercise bike removed ( they require you pay at the time you book for services) I put services on hold because a friend decided to take the bike. Once I was sure the bike was picked up and I would not need their services I contacted the company to get a refund they only refunded $107 of the $217 stating it was company policy which I never saw that on their website the only thing I saw was if you cancelled less than 24 hours you would only get partial refund. I cancelled with a couple of days notice.

  

  Business Response

  Date: 05/21/2024

  Thank you for taking the time to share your feedback on our services.  Here at LoadUp we strive to lead the industry in offering Up Front Pricing with no surprises and honesty and transparency in everything we do.  Keeping with that ideal, the cancelation policy is presented in three different locations.  First, in the booking website itself, Second in our terms and conditions and third in your order confirmation email. That being said, from your statement it appears you did not fully understand the cancelation policy and how it would impact you when canceling.  Given that, I have fully refunded your order.
  
  Again, we appreciate your feedback and if we can be of assistance in the future, please let us know!

• Initial Complaint

  Date:05/12/2024

  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.

  Let me start by saying this business is an ABSOLUTE SCAM!I requested LoadUp for a pickup today 4/19 but due to several inefficiencies in the service, Im forced to cancel and am asking for a full refund of the $104 charges back to my card.Please see below timeline, all times are PST.At 8:10am, I received a message from LoadUp that a loader was assigned for the window of 8am to 12pm.At 11:14am, the loader texted me and said they will be late. I had to rearrange my schedule and let them know it was okay as long as they could make it by 2pm. Did not receive any further updates. I tried checking in by 1:30pm but still no response. I called him at 1:44pm, he said he could not make it and hung up. I called him right back at 1:45pm, but he said he was heading towards ********* for my pickup - which is the wrong address, so Im not sure why he was headed there.At 1:48pm, I began texting support and was in contact with a person named *****. The responses were terribly slow and for whatever reason my pickup window was changed to 12pm to 4pm I also simultaneously decided to call customer care, I think it was **** (Im not sure!) who answered and told me that she can give me a 10% discount and she will call be back about it once the loader was scheduled.She never called me back.***** then moved my time slot to 8am-8pm. And no further responses from him.All of his responses are just vague, once I told him we wanted to cancel he sent this to me Sorry to hear that. We are checking the order now.And nothing else for over 30 minutes. I have all the messages with me as proof, id like this order cancelled with a full refund.

  

  Business Response

  Date: 05/13/2024

  Thank you for sharing your experience with our service. Our aim is to provide the easiest and reliable service in the industry and I do apologize that we failed.  The contractor in question was not authorized to to be late or reschedule your order and subsequently has been removed form our platform for his failure to take care of your order. Further, in review of the order, the agents did escalate a request for a full refund, which was already processed this morning. Again, I apologize for any inconvenience this caused and hope that in the future we can provide the exceptional service we are known for.

• Initial Complaint

  Date:04/28/2024

  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.

  On 4/27/24 I accidentally hit the confirm button for a time booking a pickup on 4/29/24. A few minutes later I replied through email and other efforts to cancel immediately. Instead of being reimbursed right away, I had 4 email exchanges with customer services reps who told me I'd be charged a 20% fee for cancellation. I have screenshots of each interaction via email and a time stamp of events. It is disturbing to know with all of the complaints in file with the BBB that a company can conduct business this way. What makes it worse is that someone recommended this company and this is the way I am experiencing it for the first time. I looked this morning on my email to see that only a percentage of my refund was processed. Which means the 3-4 customers agents blatantly disregarded my statement and facts and kept pressing for me to put my order on hold or reschedule. Can you please provide the owners name of your company so that I can write to them directly and let them know? And also - issue my full refund. I am uploading all relevant information regarding #******. Also please note that although the email from your company states that the original order was placed at 7pm on Saturday, it was done at 1230ish pm. Which means canceling is well within the time frame allotted. AND - it was an accident that I hit confirm as *** stated.

  

  Business Response

  Date: 04/29/2024

  Thank you for sharing your feedback with our services.  feedback such as yours is critical to our continued efforts to better ourselves and our services.  Upon review of your order we found that you did place your order and during that time you checked that you agreed to the terms and conditions of services, www.goloadup.com/terms.  Included in the terms and conditions is our cancelation policy which states if you cancel prior to your day of service, it is a 20% cancelation fee and on the day of service or after, it is a 50% cancelation fee.  Honestly and transparency is always front of mind with us at LoadUp, which is why we put this information right on the ordering screen to ensure there is no confusion.  That being said, we understand your situation and are happy to make an exception for you. We have processed the remaining refund back to your card.  
  
  Again, thank you for helping us by sharing your experience.  We appreciate your time and feedback.

• Initial Complaint

  Date:04/25/2024

  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 contracted with them to remove some furniture from my apartment. I specifically said I need it done by 12pm. They told me and sent me a confirmation that they would be here between 8am-12pm. At 12:30 I text and left a voice message for the loader. Since he didn't get back to me I called loadup. After speaking to a representative the loader called and said he couldn't even make it here by 3pm. I had things planned that I needed to have the furniture removed for. So he couldn't do it unless I would wait until 8pm. No way.... so I called loadup back. I was told that there is no guarantee of when they will show up. I expressed my concern of having it out of here by 3pm. Couldn't promise me. I asked about cancelation and I'll find someone else to take by 3pm. I was then told that if I canceled I would be charged half of the payment I made. He also said if they don't make it today they will reschedule or refund. I couldn't find another loader to be here by 3. It was now 2pm and I know they won't be here by then. Customer service was useless with their endeavors. This service is the worst I've had all through this move. I would like to be reimbursed fully for the neglect and dishonesty. The worst customer service I've experienced in a long time.

  

  Business Response

  Date: 04/26/2024

  Thank you for taking the time to share your experience with our service. Our aim is to provide exceptional service at every opportunity and I do apologize we didnt hit that *****  Upon reviewing your order, I do see that, while yes they were late, the team arrived and was able to successfully complete the service you requested.  I do apologize that team was tardy in their arrival and I am happy to process a 10% discount for your inconvenience.   You should have already received an email confirmation of that refund.

   

   

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21626921
  
  I am rejecting this response because:  they arrived at 7:50pm. My window of delivery was 8am-12pm. This is an OK business practice???? I will not recommend this business. I will also write a yelp review and review the business on their site.  So much for best business practice. I'm sure they were tips to get to us by 8pm. If they wouldn't have arrived by 8 then you would've had to refund me.  That's what the last agent told me. What a piece of trash. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/26/2024

  We understand the frustration and of course, we do not want to be late for any customers. However, the time windows selected are not guaranteed and the reason is very straight forward as it is something everyone deals with on a daily basis regardless of their profession. There are situations well outside anyones control that occur every day, whether it is being late due to traffic, a flat tire causes a delay in arrival, a medical emergency requiring a change in assigned staff or a previous appointment takes longer than anticipated.  While we do our best to plan for unplanned situations, we, nor anyone else, can say that we can 100% guarantee a specific time. As this is the case, we are up front with this and do speak to it in both our terms and conditions and the order confirmation email.  Again, we apologize for the delay and are pleased you were taken care of, all be it later than you requested.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21626921
  
  I am rejecting this response because:  there's no other words you can say.  Your company is not customer based.  My contract was an ETA of 8am-9pm. I wouldn't have minded being late. Not arriving until 8pm is way beyond late. Your answer is not good enough.  I will make sure your yelp review reflects your unprofessional way of handling your company.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/22/2024

  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.

  On 4/22/2024, we were scheduled to have movers to arrive at my grandmothers estate to finish moving heirlooms to donation centers. We were to close on that house on 4/23/24. I had already paid ****** for the move after sending videos and photos of all that was left to be donated in the house. My sister had to leave work to meet them, when they arrived they stated this was more that was agreed upon, that they needed more help, and would have to start the move around 1430 rather than 1100. During this time, I was informed that they wanted an additional $1000 and could not even start until 1700 the next day, which is after we were supposed to close. Upon telling them this wasnt going to work, they should have completed the job on time and they have evidence of exactly whats needed to be moved, and we need it done now- they stated they were going to charge a cancellation fee. There is absolutely no reason why I shouldnt get a FULL REFUND, because not only did they not do a single thing, I had to find someone short notice that would. Do not do business with them, it seems they only get paid by pretending they will do something. I need every ***** of that charge back.Order number ******

  

  Business Response

  Date: 04/23/2024

  Thank you for taking the time to share your feedback. Our aim is to always provide the best possible service and in this case it appears we missed the ***** For that I offer my apologies.  I did review the order and found that the order was for 13 specific items you listed to be removed. Upon arrival, the contractor found that you wanted many more items removed than the 13 listed.  This is why there was an additional cost. When you declined the correct pricing for a house clean out, a request was sent for a full refund, which was processed the next morning and a receipt sent confirming the refund. The agent should have advised you it takes up to 24 hours to process and I apologize they did not. I will be sure that is addressed.  
  
  Again, I appreciate you sharing your feedback. We will be sure to address the shortcomings that occurred.