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:04/03/2023

  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.

  No call, no show, no response to any of three texts. (03/31) Then they have the nerve to charge me $50 for "cancelling" same day when I told them I no longer needed their services when their "loader" didn't show up, respond or communicate during a 4 hour window. By the way, their order confirmation email says they will notify the customer A DAY IN ADVANCE if they cannot meet the window. Multiple emails with no one willing to refund the full 100% OR explain why not.

  

  Business Response

  Date: 04/03/2023

  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. Our customer service team is reaching out to you to try to right this situation. Please feel free to call us at **************, or reach out to ************************************ at your discretion. Thank you again for taking the time to bring this to our attention.

• Initial Complaint

  Date:03/31/2023

  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.

  I'd give zero stars if I could. This place was THE WORST. First, they didn't show up for the first scheduled delivery. Then I called and they rescheduled for the next day between **** am. I told them it has to be early because my family and I had a hotel reservation for that afternoon. "No problem" they said ??Spoiler alert. 1pm rolls by and no show. I call and they get the hauler on the phone and he says he'll be there by 2:15. Spoiler alert #2: They don't show and when I call back the guy says he's going to try to get another hauler and call me back. 45 minutes passes with no call back. And I needed to leave for my reservation already.I called 1-800-Junk and they came within the hour AND honored the Loadup price. But that's not all... this evening, after receiving my email for a refund, the guy from Loadup calls me and tells me since I "cancelled" (wtf?!?) that they're going to charge me $50! I reiterated that I didn't cancel, THEY didn't show up. And he has the audacity to be like "well, per our terms and service, we don't guarantee pickup times". I read everything they sent me and there was nothing about not guaranteeing days/times. There was only the email that said they'd see me 8am-12pm. Such a scam. And so icky and unethical. I own a business as well, and when someone's not happy I refund them right away. I can't even imagine treating families like this. And I'll be disputing any $50 charge with my credit card company.

  

  Business Response

  Date: 04/05/2023

  Thank you for taking the time to share your experiences with our services and team.  I have reviewed your order and cannot apologize enough for the situation.  You are correct in your assessment that clearly we missed the **** and a full refund was due.  While we were in the process of processing your full refund, your bank contacted us about the charge.  As we want to do the right thing, we have cooperated fully to ensure you receive your refund promptly.  If we can do anything in the future, please reach out to our team and we will make sure your next experience is of exceptional quality that we expect of ourselves.

• Initial Complaint

  Date:03/25/2023

  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 Load Up to remove a three-seater couch and loveseat on 2/5/2023. I chose the option to have my items donated. I purchased the set in mid-2022 after I moved into my current home. On 2/5/2023, I did not receive any communication from the hauler until I sent a message asking what time they would be here. They told me they were running behind. They were much later than expected. When they hauler arrived, I saw one individual. I asked him if anyone else would arrive to help him, and he told me that when he does jobs for Load Up, he does not have anyone help home because everyone has to get paid. While the hauler was assessing how to move the furniture outside from my living room, he asked me if there had been any modifications to my entryway. I shared with him that the furniture was delivered to my home in mid-2022 and came through entryway with no issues. I told him that if was not able to remove the furniture from my home, to leave it, and I would make alternate arrangements. Load Up's website indicates they send capable haulers. If they sent this individual to my home, I had to assume he was capable. He pushed the loveseat through the entryway causing damage and tried to do the same the sofa. When that was not successful, he brought a sledgehammer and knife into my home and destroyed the sofa. The force him beating the sofa with a sledgehammer as it slid across the floor inside my home, trying to push the loveseat and sofa through my entryway caused substantial damage to my entryway, the landing inside my home and the light fixture. Needless to say, the set could not be donated.I contacted Load Up on February 5 and sent them pictures of the damage. I had my damage assessed, and I sent Load Up my claim. My last communication requested resolution by March 25 and no response.

  

  Business Response

  Date: 04/05/2023

  Thank you for taking the time to share your experience with our services. I did investigate this and I do very much apologize this situation occurred. My team has spoken with the Independent Contractor who was at your home and the Independent Contractor has assured us they are wiling and ready to work with you to resolve this situation. In reviewing the notes, it appears we have already shared, as has the Independent Contractor the request for three independent quotes that is limited to the repair of the damage only.  Once they are received, the Independent Contractor will be in touch to resolve this directly with you.
  
  Thank you again for sharing this information and we are happy to see this is on the right track to being resolved.

  Customer Answer

  Date: 04/05/2023

  My claim is with Load Up as that's who I hired to provide the services.  Their response is the same as the initial response they provided in February following the damage that was caused to my home. After a series of communications with Load Up and prior to submitting the complaint to BBB, I reached out to the individual they sent to my home, and he also shared with me that my claim is with Load Up. All of the documentation was uploaded to my complaint.  I had the damage assessed by three reputable, licensed and qualified contractors and provided them the documentation regarding the cost associated.  They are not satisfied with that information.  I'm not the expert here, and I'm relying on the three qualified contractors that came to my home to assess the damage that was done to my entryway.  I ordered the light fixture and received a quote for installing the light fixture.  I received a verbal quote for repairing the landing which was damaged.  They have all of the information related to my claim.  Again, my claim is with Load Up.  How they choose to collect reimbursement from the individual they contract with and send to my home, is their issue.  Not mine. I'm rejecting their response.  It's now been two months since the damage was caused to my home, and they continue to try and avoid taking responsibility for the damage that was caused.  

  

  Business Response

  Date: 04/05/2023

  Thank you for the additional information.  As the Independent Contractor is not a LoadUp employee and instead participates in an online matching platform to connect customers such as yourself with Independent Contractors, the Independent Contractor takes full responsibility and is solely responsible for any damage that *** occur at the location.We do disclose this information in our terms and conditions which is publicly available at www.goloadup.com/terms and it was agreed upon when placing your order. The Independent Contractor involved looks forward to speaking with you regarding settling the claim for the damaged areas.  Please feel free to contact the Independent Contractor at your discretion to discuss the next steps.  

  Customer Answer

  Date: 04/05/2023

  You will see from prior e-mails that load up continues to change their position on this matter.  Initially, they agreed to mediate between me and the party they sent to my home.  Then, they told me they could not mediate and told me to contact the individual they sent to my home.  They told me if that was not successful, they would take additional action.  The individual they sent to my home has told me my claim is with load up.  I agree.  The individual also told me that load up has a multi million dollar insurance policy that covers damage caused to the customer's property which I previously was not aware of.  If load up takes the position it's not responsible for damage caused to a customer's home, why would they bother to have a multi million dollar policy that covers damage caused to their customer's property? ******************** is fully responsible for the damage that was caused. The good thing about e-mail is that everything is well documented.  

  Once again, I respectfully request that load up pay the claim as I've requested. Your prompt attention is appreciated.   

  

  Business Response

  Date: 04/20/2023

  Thank you for taking the time to speak with me yesterday regarding your experiences with LoadUp. Again I offer my apologies for the situation and I appreciate you taking the time to share your feedback. We take matters such as this ver seriously and will be meeting to discuss how we can do better to prevent this in the future. I am pleased you were able to confirm that your insurance was able to cover any issues and in your words, make you whole.  Again, if I can do anything in the future, you have my contact information, please contact me at any time.

• Initial Complaint

  Date:03/23/2023

  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.

  Load up was scheduled to remove a treadmill from my home on 3/23/23. I made it clear that the treadmill required disassembly and they added an extra charge to my bill because of this. They were unable to remove the treadmill because they said that they didnt have the tools that they needed (even though I had the tools and offered to let them use them). They left without even attempting to complete the job. I request a prompt refund of $219. Thank you

  

  Business Response

  Date: 03/24/2023

  Thank you for taking the time to share your experience with our team.  Let me apologize for this situation.  We agree the Loader should have completed the work while on site and will follow up with the Loader about this issue. We have issued the full refund you requested and sent you a confirmation email for your records.  Again, I apologize this occurred and if I can be of further assistance in the future, please do not hesitate to reach out.
  
  

  Customer Answer

  Date: 03/24/2023

   
  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.  As horrendous as the service was, the follow up was outstanding.  I do believe this is an issue with a specific contractor, not the Load Up service as a whole.  They indicated that they would handle promptly.  I appreciate this and I appreciate the quick and full refund.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/20/2023

  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.

  We hired this company to come and pick up our couch and loveseat on 3/19/2023 between 8am and 12pm. At 12pm we text and called the loaders contact info 4 times before finally getting an answer. Once they answered they told me they were running behind and would be there around 4. I said that wont work, we have to pick our new furniture up buy 6pm. They said, ok we can be there in the next couple hours. By 4pm nobody contacted me about coming and I tried again to call quite a few time with no answer. Long story short, nobody ever contacted me about coming, or not coming or being late. Nothing! They never came. Ive been trying to contact the company all morning to no avail. This company has you prepay and then doesnt come. So we were left to try to figure out what to do with our old furniture after paying $150 for them to come and they never did. I cant even get ahold of a live person to speak and get our refund.

  

  Business Response

  Date: 03/22/2023

  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.

  Customer Answer

  Date: 03/22/2023

   
  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. I do believe a review should be made to make others aware that this has happened quite a bit with this company upon further research.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/17/2023

  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.

  Scheduled service for 3/17/2023 between ****, drivers were 1.5 hrs. late (only found out after I contacted the driver about an ETA), tried calling company and was left on death hold for 47+ minutes. When the drivers arrived told them I had to put the dogs away (all of two minuets) drivers gone when I opened the door. I texted , no response. Please refund my money. This is a horrible business.

  

  Business Response

  Date: 03/21/2023

  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:03/14/2023

  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 created an order with LoadUp on March 1st for removal of two couches and a bed on March 14th. The order was confirmed and the email said the window of time would be **** pm, and I will be updated if there were any delays or issues. It said I would receive a call from whoever was picking up the items. I received no call. I had to find out how to contact LoadUp and there is no way to speak to a person on the phone. I had to text them. When I texted I was informed they couldnt find anyone for the job and to reschedule. I cannot reschedule because I am moving, so I asked them for a refund. They said they would extend the window until 8 pm now. I said no, I want a refund. Then I was told the refund would only be 50% if I didnt wait until 8 pm. I said no, I will not wait until 8 pm for them to not contact me or do the job. I need to look for another service that will actually do the job. They are trying to rob me of $200. When I demanded a full refund the texter stopped responding. I want a full refund and an apology for such horrendous service. I can barely call it service because all they did was take $200 and do absolutely nothing. I am so angry right now.

  

  Business Response

  Date: 03/15/2023

  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 and will be reaching out to you directly to confirm, 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:03/07/2023

  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 was looking for a place to possibly donate a couch before I called bulky item pick up from the city. I found a list of places and clicked on LoadUp. I was curious about there charge to pick up the couch and where they would donate the couch. In order to get a price quote to remove the couch, this company makes you fill out your payment information before they show a quote. I put in my information, saw the price quote and decided to call for a bulky item pick up without completing the request. I closed out of the LoadUp webpage without hitting confirm of my request. I was sent an email asking if I was still interested. A few minutes later another email and voicemail was sent stating that a delivery was scheduled for later in the day. $99 charge showed up in my bank account. I never authorized this payment and did not confirm the request for this pick up. I called the number and the woman told me they would cancel the request but the charge is only refunded 50%. This is a scam and this company should not be allowed to take money from someone's account without a confirmation from the customer. I told her that I would call my bank and dispute any charges not fully removed or paid back by LoadUp. Her respond was to go ahead if I wanted to, but 50% charge would still apply.

  

  Business Response

  Date: 03/08/2023

  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: 03/08/2023

   
  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:03/02/2023

  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 paid approximately $400 for trash removal and haul off on a specific date 3/2/23 shown as available on the website at the time of booking. I received a phone call from *** to inform me that date was actually not available and I would have to reschedule. The dates I gave to reschedule were not available and as a result no date was ever actually confirmed, but my acct was charged for the service anyway. I received a voicemail from *** for other possible dates but I wouldnt be available on those dates. I called on 3/2/23 to just cancel the service since the date I booked on their site became somehow unavailable. The rep I spoke with told me they could only refund me for half of the bill because I was canceling less than 24hours from the scheduled service. I explained that the date I chose became unavailable after the fact and I have a voicemail from the sales rep *** to verify such. The female rep refused to refund the money, refused to allow me to speak with a supervisor, *** told me the sales person *** was unavailable. The cancellation policy was never availed to me until AFTER the transaction was completed and theyre applying a 24 hour cancellation penalty for a date that they cancelled. Not sure how a 24hour penalty applies when there in no actual confirmed time or date for service. They purposely omitted the details of their cancellation policy prior to making the transaction, after which I received an email showing the charges to my acct and finally the actual details of a very questionable cancellation policya policy I fail to understand how it can even apply to a service that has no confirmed time or date for.

  

  Business Response

  Date: 03/03/2023

  Thank you for taking the time to share your experience with our services.   Our goal is simple, ******************* with Honesty and Transparency.  In that goal we offer 100% complete transparency with guaranteed up front pricing and we make all our terms and conditions, which includes our cancellation policy, available publicly for anyone on our website, www.goloadup.com/terms as well as on the order form where all customers are presented them and agree to those terms.  Please see the attached picture where customers are presented and are required to agree to those terms and conditions to use our services. Further, we do send this same information on every order confirmation, again to ensure we are being 100% transparent.  I do apologize you did not click the link on the order form or your order confirmation and read those terms prior to submitting payment.

  I did look into the service issues you experienced and you are correct, while the day you choose was available, the loaders in the area were unexpectedly unavailable which impacted your order. However, we were able to successfully locate loaders on an alternative day. Unfortunately weather, traffic and mechanical issues do occur and create delays and I do offer my apologies for this unexpected delay.  

  We did attempt to provide a full refund, however, your bank initiated a dispute which has frozen those funds at your banks request. I did provide a response to your bank so they can release all funds to you, which they should do unpon completing their investigation.
  
  Again, let me offer my apologies for the situation. I hope you will give us another chance in the future to earn your trust and business.

  Customer Answer

  Date: 03/03/2023

   
  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:02/27/2023

  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.

  This has been the worst experience I've ever had working with a company. First the lack of communication; we received a confirmation call and email with a tracking tool that didn't work. Waited within our window with no call. Towards the end of that window I called to inquire on an eta. Could not get through to a live rep AT ALL, despite being within business hours. I'm not convinced they even have live customer service reps. So theres 4 hours wasted. I was then told they would make me a priority Sunday 2 days later. I had to reach out again to ask for a window and AGAIN when they didn't show up AT ALL. Was told they couldn't find a loader... Would've been nice to know so i didn't waste another 4 hours. I was then today they'd come the next day and had a loader lined up but I received a text a few hours later saying they wouldn't be there to the day after. I've asked for a call back from someone multiple times and was ignored. Ohhh and the best part? They require payment upfront... shouldve been a red flag.We needed junk removed so we could use our garage for storage for items for the newborn were ready for any day and now we're completely screwed. This company is the worst. They don't communicate, they don't show up, and they clearly don't care about their customers.

  

  Business Response

  Date: 03/01/2023

  *****, 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 and it seems like there was some bad weather in your area yesterday preventing us from making you pickup happen on time.

  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 bring this to our attention. Our customer service team tried reaching out to you yesterday and left a voicemail. Please feel free to call us 8AM - 8PM at **************, or reach out to ************************************ so that we may have the opportunity to make this a positive experience for you. Once again we welcome all feedback as it helps us improve our service.