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:04/19/2024

  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.

  This company nothing but scam and should be investigated for scam by using their contractors to perform under paid job while they vacation not giving contractors proper information about the job setting them up for failure there is always more work than what you are paid and sometimes job require two person they deactivated my account because I told a customer I cant proceed with job because lack of information and the customer adding on more stuff stating its hour job I must do it.next thing I know my account was deactivated simply mean that customers always going to be right and that was my first job bad company very unprofessional just need all my personal information off this platform never again.need a explanation how Im going to be paid for po job #******.

  

  Business Response

  Date: 04/22/2024

  Thank you for sharing your feedback about your experiences as a Contractor with LoadUp. I did look into the issues you listed and found that yes, you were removed from the platform due to you advising the customer you were not completing the order. This was not appropriate as instead any such communication should have exclusively came to our offices so we can have another Loader complete the order. Our goal is to provide our customers with seamless services which is why we have thousands of loaders nationwide as backup in case one cannot do a order, as was the case with you. As far as being paid for the order you did complete, as you know we run payouts every Tuesday for the previous week.  As that order fell in last week, it will be processed for payment Tuesday.
  
  Thank you

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21597227
  
  I am rejecting this response because:this company is abusing company that want to send you jobs with wrong information once accepted the only way you find out is when you start communicating with the customer or go to thier house you see a lot more stuff to get done differently from what was sent by LoadUp to you instead they apologize and fix the issue they keep doing it as a practice to not give you enough information for you to be aware of what you doing and I did not cancel the job customer did cause I told her I have the wrong information from what she is given me and what LoadUp giving me so I cant proceed until she said she will cancel and want a full refund they nothing but thieves and liars it addresses that same day I completed a job with no issues because they dont want to pay me they stated my background check have a fee that was not explained to me when signing up its a hidden fee then they blame me that I cancel the job because they dont want to pay me for my job done I got kids and family **** some terrible human being taking others labor time and money to better off your company.All I want is my pay for my job I have done and me to get access to delete all my information of this platform.
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 04/23/2024

  Thank you again for sharing your feedback. Once again, any monies due will be paid as part of normal payout processing starting on Tuesday.  yes, there is a background check fee that was disclosed as part of the initial paperwork you completed when signing up for service.  I do apologize you overlooked it. As I assume you agree, background checks on anyone going to someones home are critical to ensure the safety of all individuals involved. As such, any contractor who contracts with LoadUp is required to pay for and pass an extensive background check.  When you get to this point in the process, you can choose to walk away. However in your case, you accepted the terms and moved forward, resulting in the background check being performed and a feee assed to cover the partial cost of said background check.
  
  Thank you again for your feedback and please check your email for a purchase order to initiate payment.

• Initial Complaint

  Date:03/30/2024

  Type:Order 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.

  Communication is terrible. You don't have any idea when the loader will show up. 12 hours from when I needed pick up, our loader cancelled on me so I made other arrangements. Then Load Up charged me half of the service call cost because the job was cancelled within 24 hours. The loader cancelled with me!!! The contract completely keeps them from having any accountability for their service and they steal your money. Terrible unethical company.

  

  Business Response

  Date: 03/31/2024

  Thank you for taking the time to share your experience with our Team. Your feedback is critical to improving our services. I have reviewed your order and found there were some communication failures with the Contractors involved, for this I offer my apologies.  100% Customer satisfaction is goal and it's clear in the case we missed the mark.  I can also confirm that keeping in line with our dedication to superior customer service, on the day this issue occurred, a full refund was processed. Again, my apologies for your experience, if we can ever be of assistance in the future, please do not hesitate to reach out.  Thank you

  Customer Answer

  Date: 04/01/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/27/2024

  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 feel like I got scammed. Company offers convenient time windows to schedule for pickup, but seems to lack the capability and/or intent on actually keeping to that scheduled time window. I booked with this company on 1/25/24 to pickup a couch from my house on 1/26/24 between 8AM-12PM. I paid $99 in advance to make this happen. On the day of scheduled service, they contacted me over an hour into the 4 hour pickup window telling me they were having trouble finding a team to provide the service. The ONLY reason I booked with this company is because they had a window available to schedule that worked for me. I told them that if they could not get it done in the scheduled window that I would need to cancel so I can find another means or source another company to get the couch moved on time. They told me they could actually pickup as late as 8PM (8 hours after the end of the window I scheduled) and would only refund me 50% if I cancelled before then. 50% for what? They had failed to deliver on any kind of service whatsoever! And they expected me to wait at home all day long, up to 8 hours after the end of the window I scheduled, to just hope that someone might actually show up? Absolutely not. I told them to cancel and refund me in full. They cancelled my order and only refunded me HALF of money! They kept nearly $50 of my money for providing absolutely no service!

  

  Business Response

  Date: 02/29/2024

  Hi *****, I want to extend my most sincere apologies for your recent experience. We pride ourselves on delivering superior service for every customer, and it appears we may have not met that standard in this circumstance. Our customer service team has called and left you a voicemail yesterday to discuss further and find a resolution. Please give us a call back to your earliest convince so we can have the opportunity to make this a positive LoadUp experience for you!

• Initial Complaint

  Date:01/01/2024

  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.

  DO NOT USE THIS COMPANY!!! These are scammers. After reading multiple reviews from this place (which i wish i would have done before i booked) i realize now that these people are scammers. I paid $284 for these people to come and pick up a king size mattress. I got a confirmation phone call and text message this morning just before 8am saying that I had a scheduled pick up between 8am and 8pm. I took off of work so that I would be available all day to be here whenever they arrived. THEY DO NOT SHOW UP. Not only do they not show up, they do not answer any phone calls. It is impossible to reach a real person through their phone service. The text message they sent in the morning said to text the number back to contact the person coming directly. I texted them at 10am and it is now 10:30pm and have not heard anything back. This place is a joke. DO NOT SPEND MONEY HERE. It is a scam. They will take your money and you wont ever hear back from them. This place should have their website shut down and they should have legal issues to deal with for scamming people out of almost $300. GIVE ME MY FULL REFUND FOR NOT PROVIDING THE SERVICE I PAID FOR.

  

  Business Response

  Date: 01/10/2024

  Hello ******, thank you for taking the time to bring this to our attention. We always strive to provide the best customer service here at **********************, and we deeply apologize that this was not your experience. I have shared your experience with our team, and we want to do anything we can to make your LoadUp experience more positive. We have gone ahead and issued you a full refund, but please do not hesitate to reach out to us and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:12/28/2023

  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.

  On Dec 26 I made a reservation with the organization as a third-party vendor to provide loading services for a leather couch and sofa set w/ dual electric recliners, a queen size mahogany bed w/ 6 storage drawers, queen sized mattress excellent cond, a matching dresser And a TV cabinet all in excellent condition . As per the order online, I asked for the items to be picked up and donated to the ************** ****** **. I had contacted the ************** about the donation and also called a Load Up representative named ****** who confirmed the details of my order and resent me the confirmation that the loaders would be there within the designated window following day.. the load apparently came from ****** ********, which I found out later that day, and they only came in a white van, which apparently did not have enough room for all of the furniture that I was donating because I found the loveseat in pieces in the dumpster at my apartment complex. I have been charged for that so therefore I contacted Load Up with the images of the destroyed item. They contacted the loader who had not donated my items to ************** and indicated that they were planning to donate these things in location that they were familiar with in ****** they did supposedly come back to collect the other item, but I am uncertain as to how they were able to collect it if their van was supposedly still full with the furniture if they had not donated it as requested. The comp. is hiding behind a clause that indicates they cannot guarantee that items would be donated or disposed of however, I was also told by a customer service rep that they have a problem with their system that it doesnt always register addresses and donation sites online. I was told today that the driver attempted to donate the items to the ************** in ******, but they didnt have space for those items so they gave them to a family in need. This is $3000 worth of furniture that I was donating in the memory of my husband.

  

  Business Response

  Date: 02/23/2024

  Hi, 

  We would like to apologize for your recent LoadUp experience. We always try to donate items in the most eco-friendly way possible but sometimes due to local donation centers' needs and regulations that is not always possible and they don't always accept the items. I see that you have been in contact with our customer service team and a partial refund was agreed upon and issued to resolve this situation through our systems January 2nd, 2024. 

  Customer Answer

  Date: 02/23/2024

  The business refunded just over $60 because one item was not required to be taken from the original order, not for the way in which items were handled. The first rep I spoke to told me that their systems have issues in relation to inputting donation sites. They should not have the option on their website to input donation site preferences if they arent going to work. To speak with multiple people before and during the process of pick up and have the drivers throw one piece in the dumpster at my apartment and not even attempt to donate my items as requested is fraudulent. It doesnt matter if they returned to get the dumpster item. The company is hiding behind a clause when there was no clear intention of honoring the donation. The drivers came from NY which is 3 hours from my location in ** and took my great condition donatable items back to NY. I have no receipt for donation which was intended as a tax deduction in honor of my recently deceased veteran husband. Over 3k worth of furniture and we do our best and $65 is not enough of a response for what I lost and suffered as a result of their claims. We did our best is not appropriate when the drivers didnt even attempt donation as requested. They gave the bed to a friend in need. My stuff was stolen and excuses were made. 

  

  Business Response

  Date: 03/01/2024

  Thank you for taking the time to share your experience with our services.  Customer satisfaction is our number one goal and I apologize that we did not hit the mark.  Upon researching the situation I did find that yes the Loader did attempt to contact the ************** location in ******, but it was closed by the time we would have arrived.  He subsequently contacted another ************** in Albany who could not accept the items as they were full.  As such, the loader donated them to a person in need.  While the Loader was not able to utilize the donation center you specified, the outcome is an overall success as the Loader was able to ensure the items stay out of the landfill and were donated to family in need. That all beign said, we do recognize this has been an unpleasant experience for you and as such, we have issued a 50% refund on your order in the hopes we can move forward on a positive note.
  
  Thank you again for choosing LoadUp and please do not hesitate to contact me if you have further questions.

• Initial Complaint

  Date:12/12/2023

  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.

  On December 6th we placed an order for a junk pickup, scheduled for the 11th between noon an 4pm. Order number ******. We were then charged on our credit card. On the 11th, LoadUp was supposed to send a truck and call or text us with the arrival time, but nothing happened. In emails and texts with this company, we were told that they would update us after they contacted the driver. They never came back with any updates, except to say that the order was completed and asked us to confirm that. When we responded it wasn't complete, we were cycled through text messages that continued to say they would contact us with updates that never came. We should not have to pay for a service not rendered and would like a full refund of our payment. I have uploaded a document from LoadUp from 9pm on 12/11 that shows the job as incomplete despite receiving texts saying the job was complete.

  

  Business Response

  Date: 12/20/2023

  Hello *******, thank you for taking the time to bring this to our attention. We always strive to provide the best customer service here at **********************, and we deeply apologize that this was not your experience. I have shared your experience with our team, and we want to do anything we can to make your LoadUp experience more positive. We have gone ahead and issued you a full refund, but please do not hesitate to reach out to us and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:12/06/2023

  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.

  Transaction date 11/25/23 Paid ****** LoadUp told me they would remove some furniture on the 26th. The issue is that several times throughout the day they told me they were coming and everything was fine. However, once it was too late in the day to handle it myself or call anyone else, they canceled. They insisted on handling it later and of course I agreed since they waited so long to cancel. I told them if they failed to get the items before my apartment complex did I would need a refund. They didnt arrive in time and claimed I canceled, but I never did. The apartment complex charged me $1,000 for this companys unreliable and unprofessional performance. I showed the company that they had canceled on me, and theyre not even arguing they missed the pick up, but they wont give a full refund, only half. They dont care. Order number ******

  

  Business Response

  Date: 12/22/2023

  Hello ****, thank you for taking the time to bring this to our attention. We always strive to provide the best customer service here at **********************, and we deeply apologize that this was not your experience. I have shared your experience with our team, and we want to do anything we can to make your LoadUp experience more positive. We have gone ahead and issued you a full refund, but please do not hesitate to reach out to us and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:12/01/2023

  Type:Order 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.

  My wife and I had been doing work for Load Up in the past. We were on a plan with them where we would pay for exclusive rights to specific zip codes. We spent **** dollars every 3 months with them for these right and zip codes. They changed their plan on us without notice, telling us we had to swap our zip codes over to points or we would lose them. The points would serve as a new plan in which we would have to bid on jobs. The bidding process was based on who could accept a job the quickest. It's all based in a app from Load Up. The app doesn't work properly on Android devices, we later found out. Anyways, after being forced to swap to points or just lose our money involved, we started out with around **** points. We quickly discovered that I couldn't accept any jobs due to the fact that the app didn't work with Android phones. I notified all the appropropriate people and never heard back from anyone. I put a post on a *************** voicing my concern, as that is what the page was designed for..but was then suspended from the group and told I was making negative comments and disparaging the group. I was then told if I removed my post, I would be given a opportunity to join a beta program . That was a obvious lie,since I did as asked and still sit with the standard app. And now, we have be notified that unless we have a subscription to buy more points , we would be losing our points due to inactivity. We were forced to change our money spent into points, points that we are unable to use because of their flawed system, and now are being told that since we aren't using them, they are going to take them away. This company is doing whatever they want, and making it impossible to do anything about it. I just want my **** dollars back and to be done with them. They have gotten greedy and are doing whatever they want now and not caring about who they hurt in the process.

• Initial Complaint

  Date:11/08/2023

  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.

  On Friday 11/3 I booked a time slot with GoLoadUp to pick up a sectional sofa that I needed to be hauled to the junkyard. The time slot was booked for 8am-12pm on Saturday 11/4. Upon booking, I received an email with my receipt, but no followup confirmation call/text or anything. Saturday rolls around, its 8 am and I am up waiting for a call from the loaders. I don't hear anything by 11 am, so I reach out to customer support for an update to see if the loaders are going to be late and just get a general update on their whereabouts. You can view the entire text message conversation I had with their customer service representative "*****" who I believe to be an AI, because its impossible to get in contact with a live human. Long story short, no one ever came to complete the job, and I waited all day Saturday (8am-8pm) to not be serviced at all. Out of everything, the lack of effective communication and general disregard for my time was the most infuriating. So, I hope this information will save you time and frustration before you try to book with this company without clear expectations of what you could be getting yourself into. This company DOES NOT have their own movers. They are a third party finder company that enlists contractors (NOT EMPLOYEES) to do the loading. I prepaid for them to remove an entire L Shaped sectional for $129, imagine how little money the contractors get from that price, which is why no one would accept my work order and no one ever came to do the job. On top of that, all they offer is apologies and they will string you along for days-- weeks even-- trying to get you to reschedule or slap you with a cancellation fee if you want to cancel the job because they did not come within the allotted time window. Bottom line is, they know that they don't have the capability to fill your request but they wont tell you that, they would rather waste your entire day than refund you on the spot so you can find someone who can complete the job.

  

  Business Response

  Date: 11/16/2023

  ********, I want to extend my most sincere apologies for your recent experience with our services. We pride ourselves on delivering superior service for each and every customer and it appears we may have not met that standard in your circumstance. There are times when there are factors out of our control that result in a delay or rescheduling of service. However, to your point, communication is the best thing we can offer during those situations and I apologize that we did not do that effectively. I appreciate you taking the time to share your feedback and bringing this to our attention. Please reach out to ************************************ so that we may have the opportunity to make this a positive experience for you.

• Initial Complaint

  Date:10/05/2023

  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.

  STAY AWAY FROM THE **** COMPANY....I booked a sofa removal for today. I am getting a new one and needed this one gone TODAY to make room for for it. I booked time and PREPAID.Last night I get a call from a caller ID that states its a **************** They are calling to verify my booking. Red Flag #1 Then today I get a text stating unforeseen problem with my order we will do our best to complete pickup today.So I call and get run aground I ask to speak to manager and I am told i am being transferred to one. Turn's out they train their reps to pose as managers. He wasn't a manager at all. Finally I demand to speak to one. Told multiple times NO. Then finally get one on the phone that is BEYOND RUDE. I am told I did not pay upfront and the service is if we can get around to you we will and then you pay.This was a LIE. They authorized my card when I chose the PREPAY option.This is just a third party company that takes your money and hires another company to actually do the work. So, if they can find someone cheap enough they will hire them and then take a cut.When they cant find someone they will just not show up nor call you.

  

  Business Response

  Date: 10/10/2023

  *****, I apologize to hear that you had a poor experience with our services. We pride ourselves on delivering superior service for each and every customer and it appears we may have not met that standard in your circumstance. There are times when there are factors out of our control that result in a delay or rescheduling of service. However, to your point, communication is the best thing we can offer during those situations and I apologize that we did not do that effectively. As far as the charge, after looking into your situation, it appears as if you card is not being charged by us. If you need any additional assistance, please reach out to ************************************.