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:07/17/2023

  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.

  I ordered service online to have treadmill removed . I paid $204 upfront. I received a phone call at 8 am from a driver stating he was on his way. By 7pm, no one ever showed up. I tried contacting customer support online and there was no support. They never gave me an order number and by text they ask for this number which is never given to you . I tried finding a number to call and it only would send you to an automative voice where someone would text you. You can never actually speak to a live person.. I wish I wouldve seen these reviews before I wouldve never call these people theyre horrible

  

  Business Response

  Date: 07/24/2023

  *********, 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. We've gone ahead and issued you a partial refund. Please reach out to ************************************ if there's anything else we can help you with. 

• Initial Complaint

  Date:07/01/2023

  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.

  Contracted with Loadup on 6/28 for removal of 2 pieces of furniture that was scheduled for 6/30/23 between ****pm. They were told furniture had to be removed that day as other work was also scheduled. They said it would "not be a problem". They required payment in full at the time it was scheduled (should have known right then it wasn't legit). I requested to pay 1/2 deposit and balance on completion but they insisted on full payment and guaranteed it would be done. Around 11am on 6/30/23 husband received a call from them with their (obviously scripted) excuse of delay and extended window until 8pm. Around 5pm I began reaching out to them to get an ETA. I received a phone call from a representative who gave me the same scripted message. He asked if we could reschedule for 7/6 and I told him"No". I asked point blank if it would be done as contracted or if I should make other moving arrangements. He said he would leave it scheduled with the 8pm window then contact us to reschedule for next week. Received email about being rescheduled for 7/4. This is still unacceptable. This appears to be an ongoing issue for this company. If they don't have a mover who can do the work, be honest and don't make promises you cannot keep. This is a deceptive business model! I expect a FULL REFUND!

  

  Business Response

  Date: 07/02/2023

  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: 07/03/2023

   
  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:06/27/2023

  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.

  I ordered service online to have tree debris removed from my yard this past Friday. I paid $394 upfront. I received a phone call at 8 am from a driver stating he was on his way. By 7pm, no one ever showed up. I tried contacting customer support online and there was no support. My account number could not be found. I tried finding a number to call and it only would send you to an automative voice where someone would text you. You can never actually speak to a live person. Someone claimed they would reschedule me for Monday 6/26/23 at 8am. I received a call by 8:30 from someone that he was on his way and again no one ever showed up. I tried calling again and I was told that my service was on hold because on Friday I reached out to PayPal complaining about them requesting a refund. Although they supposedly had worked everything out by rescheduling me they claim now it was on hold. I then researched and saw all the exact same complaints. They get your money and don't ever show up. I am requesting a full refund. Not 50% as they claimed I could get on Friday. I never received a call, an explanation until I called hours later. They are ripping people off and should be shut down!!

  

  Business Response

  Date: 06/28/2023

  *******, we greatly appreciate all feedback as it helps us provide a better, more reliable service. LoadUp prides ourselves on delivering superior service for each and every customer and it appears we may have not met that standard in your circumstance. I believe we had an agent get in touch with you to discuss further. Please do not hesitate to reach out to us at ************************************ and let us know if there is anything else we can do for you.

  Customer Answer

  Date: 06/28/2023

  Load up emailed me today 6/28/23 regarding the matter.  I requested a full vs a partial refund.  Although it was noted in the email that a refund would be issued; they failed to acknowledge the amount which should be the full amount of $394. They stated that this would be refunded to my PayPal account.  I have opened a complaint via PayPal but they have not responded nor initiated my full refund.  Therefore I am waiting confirmation from Load Up. I meed them to professionally acknowledged those terms...the full amount,  communicate with PayPal and initiate a refund before I accept the terms. I will not be bamboozled again.  

   

  Thank you

  

  Business Response

  Date: 06/29/2023

  Hi *******, after looking through our records and speaking with our agents, it looks like we had to cancel your order because once PayPal opens a dispute, we at LoadUp cannot close it. I have confirmed that you will receive your refund in full, $394. Once PayPal dispute is won, you will receive the refund in full. We apologize as it is never our intention to mislead anyone with our services or have anyone feel bamboozled. Please reach out to ************************************ if there's anything else we can help you with. 

• Initial Complaint

  Date:06/23/2023

  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.

  We booked a pickup 5 days after my dad passed away, thinking that we needed to have his apartment cleared out by the end of the month. We were charged $683.10. We then learned that we were required to give 30 days notice, so we cancelled LoadUp 2 hours after we booked it. Since we had more time to clear out his apartment, we were able to schedule a pick up from ************, a charitable organization that helps homeless veterans. Loadup refunded $546.48. We were shocked that they charged ** $136.62, a 20% cancellation fee. In our stress and grief, we did not take the time to read their cancellation policy when we booked the service. We understand that it is their policy and the terms are in the fine print, but we feel it is heartless and unethical to charge us $136.62, when they did absolutely nothing for us. Our appointment was in their system for 2 hours. We reached out to them by email but they denied our request for a refund.

  

  Business Response

  Date: 06/27/2023

  ********, thank you for leaving a review and voicing your concerns. I wanted to offer my condolences for your situation and I apologize if your experience with us was unpleasant. I believe we have had an agent get in touch with you to explain further our policies and what we can offer in this situation. Please don't hesitate to reach out to ************************************ if there's anything else we can assist you with. 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20227728
  
  I am rejecting this response because:

  Charging me $136.62 for having an appointment on your schedule for 2 hours should be a crime.  I feel like you are stealing my money just because you can.  You did absolutely no work to earn this money.  Just because it's your cancellation policy, it doesn't make it right or fair.  I am very disappointed in your company.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2023

  ********, I apologize for the inconvenience this has caused you. We are working as a team to get this resolved. I've been informed our team has reviewed the history of your order and will be in touch with you about further steps regarding a full refund. Please reach out to ************************************ if there's anything else I can help you with. 

• Initial Complaint

  Date:06/21/2023

  Type:Customer Service 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.

  They were supposed to pick up some items last Wednesday and they still have not shown up. The stuff has been sitting in our driveway for a week now. Communication has been terrible. They were supposed to be here today between 6-7 pm and it is now 8:30 pm with no call or text to tell us anything. They have you pay when you book your appointment so I would think twice if you are thinking about using this company. I will never use them or recommend this company to anyone.

  

  Business Response

  Date: 06/27/2023

  ****, thank you for leaving a review. We apologize for the issues you have experienced throughout this process. Sometimes delays occur, and to your point this is unacceptable and I greatly apologize for keeping you waiting. The best thing we can do in this situation is communicate effectively. I believe we've had an agent get in touch with you to get this order rescheduled. If there's anything else we can assist you with, please reach out to ************************************ and we'd be happy to make this a positive experience for you. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20218763
  
  I am rejecting this response because it was rescheduled for today and once again no one showed up. It has been over 2 weeks that this stuff has been sitting in the driveway. You have been given numerous chances to correct the situation and have failed every time. Enough is enough. Refund the money because we are having someone else pick it up. Clearly your company is not capable of doing what you were paid to do. We paid to have stuff removed not to haggle. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/06/2023

  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 at ************************************ and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:06/18/2023

  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 6/16/2023, contacted Load up for services for 2 men to help load and unload a truck for approximately 2 hours. Service date was scheduled for 6/17/2023. Requested time of 9 AM, due to renting a truck. I was charged $354.00. Was advised on 6/16 at 8:30, when I called to confirm that the loaders would be there, I was advised that they were unable to find the help. Through several attempts at 11:30, no help was still available. I advised at that time, that I wanted a full refund and also requested an additional fee due to renting a truck. They advised that I would only receive 1/2 of my refund. 1/2 of a refund was issued. I am requesting a full refund since services were not provided and in addition payment for $184.07 for the truck rental. Thank you

  

  Business Response

  Date: 06/21/2023

  *********, 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.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20203671
  
  I am rejecting this response because they did not provide a service on 6/16/2023. I was given a window of 8AM- 12PM. At 11AM, I was informed that no help was available. I was provided 1/2 of a refund. I had constant communication with customer service on 6/17/2023 regarding my dissatisfaction. I  also asked to speak a manager multiple times. Load up charged me for services that they did not provide. Again, I am requesting the remainder of monies that were paid for services in the amount of $177.00 in addition $187.00 for a truck rental. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/22/2023

  *********, we apologize for the trouble you've experienced with our services. We are going to process the full refund for you, but we cannot cover the cost of renting a truck. We are not responsible for your decision to rent a truck, only for our services. Once we again we apologize for the inconvenience. Please reach out at ************************************ if there's anything else we can assist you with. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20203671
  
  I am rejecting this response because: The truck was rented and reserved. I paid Load up and truck rental in full for a reservation, with the understanding that I was going to have 2 loaders/unloaders. I was not informed until 11AM, that no help was available. The truck could not be returned for a refund due to Load up not having available loaders. Again, I do expect the remainder of the monies paid to Load Up for services that were not provided in addition to the truck rental money that was also lost. thank you 
  

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

• Initial Complaint

  Date:06/14/2023

  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.

  July 14 2023 Company issue with LoadUp *********** advertised a partnership agreement. In this process they require partnerships with local hauling and service companies. The information the request is Copy of drivers license, SS # , copy of insurances documents , general liability, ************* documents, home address, pictures of trucks and pictures of license plates. I supplied all this information after I was sent a private email from ********************* ******************************************************* | LoadUp mobilePhone************** emailAddress *********************************** website ************************************* After I supplied all my personal information. I get an email stating sorry we do not need any more venders in your area it was full. I feel like this is a scam to get personal information and falsely advertised to the consumer. I am not happy now have to monitor my credit information.

  

  Business Response

  Date: 06/21/2023

  Bill, we greatly appreciate all feedback as it helps us provide a better, more reliable service. LoadUp prides ourselves on delivering superior service for each and every customer and it appears we may have not met that standard in your circumstance. As far as your concern, LoadUp does not scam people into giving out their personal information. There are times where we don't have the capacity to take on any more drivers in the area and unfortunately that is not determined until after someone signs on to become a Loader. We are not here to keep your personal information for any other reason than to get people signed up on the app to become Loaders.

  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:06/09/2023

  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.

  I placed an order on 6/8 for a couch pickup on 6/9. My order was confirmed. The next day, there was no arrival within my window of ****. They asked to extend the window to 8-8 so they could get a driver. I agreed. They didnt make any effort to send a team to pick up my item. Contacting them is a mess, they have no one on the phones and half of their email addresses dont work. They texted me for a while but have since stopped responding. Their policy is a 20% fee taken for cancellations. I want that waived because they made no effort to complete the service I paid them for. I need a full refund.

  

  Business Response

  Date: 06/12/2023

  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 at ************************************ and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service 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.

  Called to have boxes and pallets Removed they only took the boxes charged me 125$ then told me the pallets Whr not included in the quote. And the lady was very unprofessional.

  

  Business Response

  Date: 06/07/2023

  ******, we greatly appreciate all feedback as it helps us provide a better, more reliable service. LoadUp prides ourselves on delivering superior service for each and every customer and it appears we may have not met that standard in your circumstance. Please reach out to us at ************************************ and we would be happy to assist you to resolve this issue.

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We was supposed to receive a pick up on March 31 and nobody showed. When inquiring we get no response besides filling out a survey on how well they are doing. On June 1st we still haven't had a pick up and still haven't got a response. We have texted, called, emailed and have got nothing back. They was quick to respond to tell us the original $400 was not enough that an additional $150 was required. So we paid $550 for junk to be picked up and after days of waiting it's still sitting in my front yard. Now we are getting complaints to my HOA about the mess.

  

  Business Response

  Date: 06/05/2023

  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 at ************************************ and let us know if there is anything else we can do for you.

  Customer Answer

  Date: 06/05/2023

   
  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,
  
  *************************