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Business Profile

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Loadup.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:03/07/2023

    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.
    Load Up was scheduled to pick up my items on Saturday, March 5. The window was ****. We received an email the day of that shared the driver's number and said that we could contact the driver for an ETA. Because it was my son's birthday weekend, we had plans that evening. I called the number multiple times to get an ETA. No one replied. Finally, I called the company at 3:30 to ask if the could reach the driver and get an ETA. They could not reach the driver and shared that the **** was just an estimate. He had until 8pm to show up. After being told that we could not get a refund (they took the entire amount before doing the job), if we cancelled before 8, we said that we would wait until 8pm. My husband stayed in the house. At approximately, 6pm, they phoned to say that the driver's truck was not working and he could not come at all. They offered 10% off to reschedule. I said, no thanks, based on the lack of professionalism that we experienced. The woman that we spoke to said that it would take a few days but we would get a refund. I then received an email that stated that we would get 50% back since we cancelled. I called in to share that we didi not cancel. The woman that I spoke with insisted that we did and that we could provide half. She was quite rude on the phone. I told her that i would be filing a complaint with the BBB as they literally stole my money. I requested a phone call from her supervisor. I have yet to receive one.

    Business Response

    Date: 03/30/2023

    Ticket ID ******* has been resolved and closed by Customer Support Staff.

    Customer Answer

    Date: 03/30/2023

    I am rejecting this response because: I was informed by the company that the driver that they contracted with had a truck that did not work.  The driver could not come on the day that we arranged.  *********** asked if I wanted to reschedule for another day.  I said no, based on my interactions with this company, I did not want to reschedule.  I asked for my money to be refunded.  The woman that I spoke with shared that I would get a refund period.  At no point, did she say that if I did not reschedule, I would only receive half of my money back.  When I protested only receiving half, the company lied and said that I cancelled.  I did not cancel.  *********** was unable to deliver.  I asked for a manager to contact me.  It has been a month now with no contact.  They literally stole my money and should not be allowed to get away with it. This is a company that is stealing from consumers.  I would like the other half of my money back.

    Business Response

    Date: 05/16/2023

    Ticket ID ******** has been resolved and closed by Customer Support Staff.
    Please reply to this email if you still have additional concerns or questions. Otherwise, this ticket will auto-close within 3 days. Thank you for using our product. We value your feedback and we constantly look for ways to improve our services to you.
    If you accept resolution of the ticket, please reply to this email with Yes in the body of email.
    If you want to re-open this ticket, please reply to this email with No in the body of email.
    Please contact EG DSO Customer Support at ****************** if you have any further issues.
    Thank you and have a good day!

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