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: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 ************************************. 

• Initial Complaint

  Date:10/05/2023

  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.

  After reserving my LoadUp pickup time, it was noted that I would receive a confirmation phone call the evening prior. This did not happen - I did not receive any phone communication the evening prior. The day of service, I did not receive any communication until 10AM letting me know that they did not have a driver assigned, which was already halfway through the reserved time range. I continued to check-in and was met with the same response - that they did not have a driver assigned to my order. At this point I became very concerned that this company was likely scamming me.After multiple hours passed waiting, and it was 12PM - the end of my reserved time range, I still did not have a driver assigned and was not told when I could expect anyone to arrive. At this point, I requested a cancellation of service. A customer service agent immediately called me and asked if I could wait longer. I told the agent on the phone that I could wait until 2PM, but that was not enough time for them. They were talking about sending someone after 6PM - 6 hours after my reserved time range ended. At this point I was forced to secure assistance from a different, more expensive company.I paid for a service that not only did I not receive, I also wasted half of my super stressful moving day waiting for nobody to show up.I have spoken with numerous customer service agents who continue to stand by only refunding me 50%. Why should I have to spend 90 bucks for them to not do their job? I need a full refund due to the services never having been completed. If anything, I deserve more considering the massive headache this has given me.

  

  Business Response

  Date: 10/10/2023

  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 50% 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.

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20697695
  
  I am rejecting this response because: I should not be forced to pay LoadUp $90 for having done literally nothing except make my cross-county moving day exponentially more stressful. That is truly anti-customer service and the definition of a scam. A full refund should be returned immediately. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/18/2023

  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:09/27/2023

  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.

  On 9/25/23, I made an appointment with LoadUp on their website to pickup and dispose of 1 full sized mattress and 1 full sized boxspring. I specified the exact items using their selection tool and they gave me a price based on those items, $95 for pickup and disposal. On 9/26/23, at about 9:00am, ***** from ******************* Removal called to confirm my appointment and confirmed the price. She said the only change in peice would be if a customer had additional or different items than specified online at the time of pickup. I confirmed that my items were exactly as selected on the website and she said we were all good. Then, minutes later, I received a text from *******, asking for photos of my items. I sent 2 photos to hat showed the 2 items, just as described and already outside on the driveway for easy access. When they arrived, the driver asked me for $300, stating that this was their price and he did not talk to *****. I pleaded for him to honor the $95 price I received online and from Emmies confirmation. After a stressful and combative conversation, he said the lowest he would take was $125. I was upset with this but paid the extra $30. Then I texted both ******************* and LoadUp support numbers to advise them of this bait and switch that happened. Both said that they simply quote random prices and at pickup, prices can differ. I was never made aware of this, not when making the appointment online or when ***** confirmed the price would be the $95 as long as my items were as described and nothing additional. This is clearly bad business practice to bait customers in with a low price and then charge them 3x once they pickup. I want to make other customers aware of this so they can use an honest, ethical service and steer clear of this one.

  

  Business Response

  Date: 09/28/2023

  ********, 

  We sincerely apologize for the confusion. The orders for payment on-site don't have a guaranteed price. The Loaders can agree with the quote over the phone before going but when arriving, they can provide you with a different quote - price. It is up to you to agree with the price and let them complete the service. We are unable to promise prices since this is the main purpose of connect orders, since they are created with an estimated cost, and our Loaders will provide the proper quote for their job. We also offer guaranteed prices with upfront payments through LoadUp itself! Please feel free to reach out at ************************************ if you have any further questions or concerns. Thank you for choosing LoadUp!

  Thanks, 

  LoadUp 

   

• Initial Complaint

  Date:08/30/2023

  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.

  8/29/23 Contacted the business at the suggestion of Nectar mattresses because I thought I was getting a new mattress delivered 9/1/23 and needed the old one removed same day. Booked the removal online and paid the $253. It turned out that the box spring was broken on the old bed and needed replacing, not the mattress. (This is a rental property so I was doing it remotely) Cancelled the mattress order with Nectar no problem since it was only a couple hours after order was placed. But Load Up said in an email they charge a 20% cancellation fee for cancelling with more than 24 hours notice! I cancelled online 2 1/2 hours after I scheduled the pick up and no one was sent out and they had plenty of notice-72 hours. This is not good business! I can provide pictures of the email conversations if needed.

  

  Business Response

  Date: 09/01/2023

  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:08/16/2023

  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.

  Load UP is a scam operation. They charge customers upfront, then they send an 'independent contractor' to pick up junk. Once the contractor is there they upcharge the customer for hidden fees, then the contractor takes the junk and informs the customer that they're being charged in my case double the original quote. When I learned of this, I called, they told me they would stop the job and give me my FULL refund. After awhile I got 50% of my refund through paypal. When I called back they said because I cancelled they would only give 50%. I told them I didn't cancel, the contractor gauged the price for the job. After speaking with ****** and ***, they again lied and said I completely cancelled the job. Never mentioning that no job was ever performed. This is a libelous company. I'm also seeking to file a lawsuit as well. LoadUP is ran by scam artists, that need to be arrested and investigated by the federal government.

  

  Business Response

  Date: 08/17/2023

  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:08/13/2023

  Type:Delivery 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.

  Ordered a furniture pickup service 4 days before needed and was confirmed by Loadup. Got a window for Sat morning, from 8-noon for pickup which got extended to 8pm. Got a call from the driver outside my house asking if anyone was home and confirmed someone was home but it wasnt me. He proceeded to leave and not pick up the furniture and claimed that no one was home. Load up offered to pick it up the next day and the window they gave they were unable to do it and wanted to reschedule again. Strongly recommend not using this company.

  

  Business Response

  Date: 08/16/2023

  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.

  Customer Answer

  Date: 08/19/2023

   
  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:08/11/2023

  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.

  I had two movers from LoadUp come to my house on 8/10/2023 to move four pieces of furniture from my garage into my house. I was sure that the job wouldnt take more than an hour to complete, but the customer service rep insisted that I add a second hour to my order just in case, despite my insistence that it wouldnt take that long. When the movers arrived, they did the job in a hurry because they were in a rush to get to their next job. They had no intention of giving me a full two hours of their time, though thats what I had paid for.The movers scratched my newly refinished floor in the process of bringing the furniture upstairs. When I called LoadUp after they left, I told them that the movers had scratched my floors, and I asked for the money back for the second hour of labor that I wasnt needed. They approved the refund, but then instead of giving me my $100 back, they actually CHARGED ME another $100. I then learned that the company holds its independent contractors personally responsible for any damage done during a job. They withheld $1,500 from the contractor, who then (likely out of desperation because he seemed to really need that money) harassed me for the rest of the night to get the issue resolved. The company doesnt even handle damage claims itself. It forces its independent contractors, who are understandably upset about the complaint and subsequent loss of a great deal of money, to resolve the issue with the customer directly. This puts pressure on the customer to make ***** decisions for quick resolution. Though Im sure its somehow legal, this is a VERY unethical way of doing business. How can a contractor whos just had money taken from them possibly be expected to calmly and logically resolve the issue with the customer? And why doesnt the company have insurance so that its contractors dont need to be held personally liable? This is a bad company that exploits its contractors.

  

  Business Response

  Date: 08/11/2023

  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 labor 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.

  As far as your comments on our contractors. Attached is a screenshot that explicits states our Loaders are third-party contractors. They sign up, with the agreement knowing that damage claims are to be resolved with the customer by the contractor themselves. So no, we are not exploiting our contractors, as they know this information prior to going out to complete their orders. If a Loader tells you they did not know this, they are not reading the required resources they have at their disposal or potentially are being dishonest. Please let me know if there's anything else we can help you with by reaching out to ************************************* I apologize for the inconvenience and hope you have a great rest of your day. 

   

• Initial Complaint

  Date:08/04/2023

  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 7/31/2023 I scheduled a request to pick up a couch from my sons apartment in *************. I received confirmation that it would be picked up on 8/2/2023, between 8am and 8 pm. The couch was placed outside, for pick up on 8/1/2023. I received a text from LoadUp @ 10 am, stating they ran into issues and would update me when they were able to pick it up. I did not receive any updates or contact from LoadUp the rest of the day. At approximately 8:30pm, I sent an email to them requesting to cancel my pick up request and refund my money. LoadUp then stated they dropped the ball and offered a 10% discount and stated that they could pick the couch up on 8/4/2023 between 8am and noon. I stated that it needed to be guaranteed with no changes, they verified it would be. On 8/4/2023 @ 10am, I received a text stating that they ran into issues again! I immediately called LoadUp, cancelled the order completely and demanded a refund of the Total money I paid $127.30. I was advised that I would receive the refund back to my debit card within 2-3 business days. I searched and found a local company that came and picked the couch up at 1:30pm on the same day, 8/4/2023. I paid that company $128.00.

  

  Business Response

  Date: 08/10/2023

  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.

  Customer Answer

  Date: 08/10/2023

  I would like LoadUp to clearly state on their web site/page that they do not provide the loaders/haulers themselves, but contract the work out. Once a consumer placed a request, LoadUp looks to find someone to fulfill the request/pick up. 
  This is not currently listed on their web site/page.

  

  Business Response

  Date: 08/11/2023

  *******, 

  It is listed on our website currently here under our terms and conditions. 

  *******************************************

  Attached is a screenshot as well. 

  Thanks, 

• Initial Complaint

  Date:08/03/2023

  Type:Delivery 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.

  Date: Aug 2, 2023 Money: $384.00 Commitment: To match me with a 'capable independent contractor' to remove donation items (2 large desks)Dispute: I was sent an incapable independent contractor. After I sent photos, I booked a time 12 noon, loader arrived by 5:20pm without any space for my items. Loader came in a rented U-Haul trailer bed, and personal truck without any protective gear for safe item removal Order ID #: ****** Resolution: They have refunded 50% for doing nothing. I had to call *****- GOT-JUNK to come by 7pm that night to get the job done.

  

  Business Response

  Date: 08/03/2023

  Hello Runo, 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.

  Customer Answer

  Date: 08/05/2023

   
  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,
  
  Runo Okiomah

• Initial Complaint

  Date:07/31/2023

  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.

  On July 28,2023 I booked services through LoadUp online for July 31, 2023 (****pm). The company states on there website if they are unable to fulfill your request you will be refunded. Well they actually will contact you the day of to let you know they are unable to fulfill services and then submit it as if you are making a last minute cancelation - and keep your money after providing absolutely zero promised services.

  

  Business Response

  Date: 08/09/2023

  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 partial refund, but please do not hesitate to reach out to us at ************************************ and let us know if there is anything else we can do for you.