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Business Profile

Junk Removal

LoadUp Junk Removal

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Junk Removal.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/28/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    Searched for a junk removal company. Found GoLoadUp online. Had to pay $109 to have a sofa removed. Window was 8-12 noon. Half an hour before the arrival time, text arrived from loader saying he was called into work. I asked for further clarification with no response. Tried to work with the company and they keep telling me I get half of my money back because I cancelled. Keep getting different emails from different people saying the window was 8-4 and that the driver says I didn't respond. Not true. I have the text messages to prove it. I want the balance of my money refunded to me. I will never use this company again.

    Business Response

    Date: 08/29/2024

    Thank you for taking the time to share your feedback with our team.  We cannot apologize enough for what occurred and appreciate you bring this to our attention so we can address it. We want to do the right thing and of course have issued a full refund.  If we can be of further assistance in the future, we would love another chance to provide the service you expect and deserve. 

    Customer Answer

    Date: 08/31/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:07/09/2024

    Type:Product Issues
    Status:
    Answered
    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 cancelled my service with Load Up after scheduling a junk haul. They gave me 70% refund and took $61. After that I contacted to ask if I schedule a service in future will they give me the credit to use the $61 they took already. The person in the chat said he/she can check. Then after days they called and said they reinstalled my account and ********* which is a fraud

    Business Response

    Date: 07/10/2024

    Thank you for taking the time to share your experiences with our services.  I have looked into the situation you described and found that all monies with exception to the 20% cancelation fee or 20% or in your case, $30.96, was refunded back to your card.  Upon placing your order you agreed to the terms and conditions found at www.goloadup.com/terms which explain the cancelation process and fees associated.  Again, we appreciate your feedback and please feel free to contact our offices if you have any questions.

  • Initial Complaint

    Date:05/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a service in advanced. Was given a four hour window. Driver never showed up nor responded to any texts or calls. The company was just as bad. Several attempts to call email and text to inquire on the status of my service which never showed. Absolutely terrible company to deal with, had to pretend I was a new order just to talk to anybody. Was told they would call me back, and never did. Do not recommend using them.

    Business Response

    Date: 05/22/2024

     

    Thank you so much for sharing your feedback. Our goal here at LoadUp is simple, provide exceptional service with honesty and transparency. In this case, I sincerely apologize we missed that ***** I did investigate your order and can confirm that unfortunately, the loader was tardy.  While we enjoy an exceptional high level of success with virtually all our orders, uncontrollable delays can occur due to weather, traffic or vehicle problems.  I know that can be an inconvenience and I do sincerely apologize. I was pleased to see that while we missed the initial morning time window, we were able to send a team out to you at the beginning of the 12-4pm window and complete the service!

    Ive provided you with a 10% discount, which you should see applied shortly.

    Once again, I apologize for the delay and truly appreciate your feedback.

LoadUp Junk Removal is NOT a BBB Accredited Business.

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