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:05/31/2023

  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.

  Paid $200 + in advance to have items removed from house after move. *** jobber business sent one guy with a pickup truck unable to handle the items I wanted removed. Rep ********** and and refused to send additional help OR to refund my purchase. Misleading booking process, uncooperative reps, frankly, a ripoff. They do nothing but post your job on some other site. Have no real working employees just a bunch of suits ripping off hard working Americans.

  

  Business Response

  Date: 06/02/2023

  *****, 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:05/31/2023

  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 requested a pickup service for yesterday and got numerous calls and texts confirming the removal pickup. AFTER the 4-hour time slot had lapsed, I get a text saying they rescheduled my appointment to another day or I can choose to reschedule. I've attempted to reach them numerous times but their customer service is an absolute joke. They do not respond to any questions nor can you speak to anyone. They keep saying reach out by text but they don't respond with any information except a link to reschedule. They also keep texting from a variety of different numbers so you can't get a proper answer. Based on other complaints I've read on this site, it's clear that they are not a legitimate business that follows through on the service that is purchased. I would like a full refund of the charges immediately as they did not fulfill the service.

  

  Business Response

  Date: 06/02/2023

  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.

• Initial Complaint

  Date:05/30/2023

  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.

  I contracted with them to remove a 3 seat sofa from my rental condo. I booked this at least a week in advance and the schedule was supposed to be May 28th between 12 and 4. I received an automated call around noon saying the 'loader' was assigned and he would be in touch.I heard nothing from the loader for the next hour so texted him 2X without a response. I then called him around 3:30 PM and it went to voice mail, I did not leave a message. Finally, at around 4:15 PM I called again and the loader started giving me all kinds of excuses about why they were running late. Had he texted me back earlier I would have no problem with it. He then lied and said he called me earlier and it went straight to voice mail, there is no record of this phone call on my mobile phone. He said he could still do the pick up but didn't give me a time; I asked if 5:15 was reasonable and he said 'Yes' although he had no intention of making it by that time.After thinking about being lied to for a few minutes I decided not to let him in my home and texted the home office number on the website. They claimed that he was already on the way and their terms include a disclaimer that they are not responsible for missing time windows and there would be a 50% cancellation fee. Their website also says that they would be in touch the day before should this be a probability and if it was they would call me. I never received any phone call until the automated call near the beginning of the time window for pickup.The cancellation fee is unfair and violates their website provisions, I want a refund of the 50% cancellation fee.

  

  Business Response

  Date: 06/02/2023

  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 the 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: 06/03/2023

   
  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:05/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was order number ******. LoadUp was supposed to collect a sofa from my apartment on Saturday, May 27, 2023 between the hours 4:00 p.m. and 8:00 p.m. (16:00 -20:00 hours). At 4:11 p.m., I received an email stating that a driver named ****** was assigned to me. I was supposed to receive a confirmation call from him and never did. I texted the number they gave me to contact him, since nobody was showing up at my location, and there was no resresponse. After being confused about an email I received that claimed that the driver tried to contact me and the company tried to contact me, but I was "unreachable," I tried to call the number issued to me that led to ****** and he claimed that he tried to contact me, and I asked him which number he tried to contact and he could not answer that question and said he no longer had it, because the order was no longer available to him (but he could have checked the outgoing calls list on his phone and figured that out, if he did call). He was a bit rude and unprofessional with me and inquired if I was calling him a liar. I do not know what occurred on his end, so I did not make that claim to him, but I know I received no calls. The email responses were polite and professional, and I was offered to reschedule, but I told them no, because I now have a distrust for the company and want my money back. I received no response yet after requesting I wanted a refund, and my debit card was charged $151.34. I suspect that this is either a scam or a poorly run company.

  

  Business Response

  Date: 06/02/2023

  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: 06/02/2023

   
  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,
  
  A O

• Initial Complaint

  Date:05/20/2023

  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 scheduled a week ago on May 13th for pick up of two ottomans, a sofa, loveseat, two book shelves, an executive chair, one king ********************** and frame for May 20th. I am chronically ill and disabled. My husband is active duty military. We recently bought a home and these items. The furniture is all new (6 weeks old or newer) and didn't end up fitting in the home. As a result, we wanted to donate them to a good cause. We chose Load Up and scheduled such on May 13th. The total was $390.60. Which is a LOT of money to pay someone to simply pick up furniture and take it to a donation place for **. But we figured it would be worth it. Throughout the week, I moved the furniture to a central location in the house and my husband who is active duty military reserved the day (May 20th) to be home. He works 16+ hour days and weekends are our only days to get things done. On the morning of the 20th, my husband got a text saying we'd been assigned a loader "*****." At 8:31am, my husband responded via text (their preferred communication) that there would be more than just one loader as we have so many large items. He texted three times and never got a response. At 2:41, we got a text from an *****************- not answering any of our questions- but to let us know there was a delay and we had actually not been assigned a loader. They then asked us to reschedule which we declined. We requested a full refund due to lack of services provided given they had an entire week to prepare. We were then told we'd have to pay a 50% cancelation fee despite the fact that they fulfilled no services whatsoever. That is unacceptable as no services were fulfilled whatsoever. They issued a partial refund, but we'd like a full refund. Furthermore, we found ***** to be manipulative with his diction, inattentive, and the entire thing is remarkably disorganized. This has caused tremendous undue stress and has been a huge waste of time, energy, and resources. We expect a full refund immediately.

  

  Business Response

  Date: 06/02/2023

  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.

   

• Initial Complaint

  Date:05/10/2023

  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.

  I hired LoadUp to remove a mattress from my home and scheduled it over two weeks ago. I received a confirmation but never heard another word. I reached out on the day of the service and didn't hear anything until the middle of the pickup window that they didn't have anyone to do the job and would make it a huge priority to make this happen asap. I asked them reschedule this for two days later. When I checked in the following day they told me someone was coming that afternoon. When there was an hour left in that pickup window, I asked again and was told it was coming tomorrow, they messed up the day. Today they were finally supposed to show up and then I'm told there is a 'truck issue' and they'll let me know when it can get picked up and then never hear back again. This is THE worst customer service and business. This is literally your job to pick up items from homes and have people available to do so. I have already requested a full refund and if they charge me a fee, I will throw an absolute fit. This is THEIR issue, not mine. I have had a mattress sitting on my porch for two days now.

  

  Business Response

  Date: 05/11/2023

  Thank you for taking the time to share your experience with our team. While we are very proud of our track record of high reliability and providing exceptional service, in this case it appears we missed the mark ** apologies for the situation that has occurred. I did speak with the **************** team and confirmed they have already submitted your full refund.  You should receive an email confirmation later today as werefund those funds back to the card originally used.
  
  Again, my apologies this occurred and any inconvenience it caused.  If I can be of further assistance, please let me know.

• Initial Complaint

  Date:05/04/2023

  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 Easter,April 9,2023 LoadUp Order#****** 479$ Payout-Customer *************************** Work performed at address: **** ************************************************* Customer is stating that I did NOT complete the Job when I have photo confirmation of a conversation of a satisfied customer. And provided an incorrect sign out information.I have complied with LoadUp associate ************************* on April 11, providing adequate proof of a completed Order.LoadUp associate ************************* DID NOT REPLY until April 21,2023. Stating that she couldnt access a zip file provided to her. Photos/Proof were sent individually via email (10 emails to be exact) with photos within the body of the email on April 28th.

  

  Business Response

  Date: 05/04/2023

  Thank you for sharing your feedback.  Although you are not one of our customers, instead, we are actually your customer in this situation, we still happy to investigate and address the concerns you have.  I did attempt to call you today with no answer, so please feel free to contact me at your earliest convenience.  After investigating the issue, the order you mentioned was an order that you were contracted to complete that included, among other items, the removal of an RV. The amount we agreed to pay you was contingent on you completing the entire order, which you not did complete as you did not remove the RV.  As you failed to complete the entire order, we had to hire another contractor to complete the order. As I am sure you would never pay someone for work they did not complete, we did not in this situation as well. If you would like to discuss this further, please reach out to me and I will be happy to discuss it with you.
  
  

• Initial Complaint

  Date:04/30/2023

  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 April 29 I pre-paid for an April 30th 8am to 12 noon pick up window.* They call at 11:10am saying they can't assign any driver and ask if I can reschedule for tomorrow. * I respond no because my lease is up today and need to move out by 1pm and request a refund.* They say I can only get a full refund if I allow them a window until 8pm, but I cannot wait until 8pm which is exactly why I *paid* for a **** noon window.* They consider my case a "cancellation" even though it is they who reneged on the clear terms: **** delivery window. With a "cancellation" they keep 50% for (1) wasting the customer's time and (2) doing no work. * Also note that I had reached out multiple times for an update that morning and received no answer.* Refund me fully.

  

  Business Response

  Date: 05/11/2023

  Thank you for taking the time to share your feedback with our team. I did investigate the situation and confirmed we did run into a delay with the loaders in the area that you experienced. I do apologize this occurred and the inconvenience it caused. I was able to confirm a full refund was processed the next morning (Monday May 1st) when our accounting team returned from the weekend. You should see this in your bank account already. 

  Again, let me offer my apologies for the situation.  If I can be of further assistance, please do not hesitate to reach out.
  

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered junk removal service (sofa and bed) for pick up on 4/14/23. The house where the material was to be picked up is in rural ********. Load Up was unable locate a crew to complete the service. Therefore, I cancelled because I would have had to trave from ********** meet them at the location. I would have gladly allowed them to complete the service. They charged me a penalty 50% of the deposit (50% x 336 =$168) because THEY were unable to complete the agreement.. Their website should clearly say, "Failure on the part of Load Up to subcontract with a local service will result in a penalty to the customer."

  

  Business Response

  Date: 04/19/2023

  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. I see there has been a full refund on your order in our system, 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: 04/19/2023

   
  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:04/04/2023

  Type:Customer Service 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 found Couch Disposal Plus, who stated online that they serviced the ****** area on Friday, March 24, and scheduled the pickup of one couch Saturday, April 1, between 12:00-4:00 pm. I paid the money upfront. I received a confirmation of my order, which was the only communication I received from them. All other communication from that point forward was me reaching out to them. As of the morning of what was to be my couch pickup day, Sat. April 1, I had yet to hear anything from Couch Disposal Plus. No confirmation. No text message. Nothing indicated they were still planning to come to my house. I emailed around 7am CST that morning to confirm we were still on. They have yet to reply to that email. I called and called and called. And no answer. I finally reached someone in an ******************** around 12:30 pm (already within my pickup window) and inquired what was happening. The gentleman stated that my case was being escalated because they couldn't find any drivers to retrieve my item. He said, "We will reach out when our team is in place." Once again...Crickets. I called back around 2:00 pm and asked for an update. They were still trying to find a team (Confusing because this is what this company says it does for a living, yet they have nobody on the schedule?) There was zero communication from them. By 3:30 pm, there was no chance they would suddenly secure a team when it was already inching towards 4:00pm. I responded to a new text (one of the first they had sent me) wherein they were offering me 10% off the day's pickup and said, "You can cancel my order and give me a full refund. Offering 10% off a service you can't provide is useless. Not only did I not get my couch removed, but I also got charged $50.88 for you to do absolutely nothing -- including communicate! Much like their pick-up teams, no managers are available to talk when I call. This has been a horrible experience, and I want my money back!

  

  Business Response

  Date: 04/12/2023

  Thank you for taking the time to share your experience with our services. I did investigate your situation and offer my apologies for what occurred. Unfortunately we did not have an available independent Contractor to complete your order during the dates and times required.  While we have a very high completion rate, this does occur from time to time, for that failure and the poor communication I do very much apologize. you are correct in expecting a full refund and after review of your account, I see my team has already issued that refund over a week ago. You should have a receipt of that refund in your email.
  
  Again our apologies for the situation and if I can be of assistance in the future, please let me know.

  Customer Answer

  Date: 04/12/2023

   
  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,
  
  DS