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:09/02/2025

  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 the company LoadUp to remove bedroom furniture. I paid them for this service. Two men arrived, did not have proper tools to disassemble the bed, but somehow used brute force to separate the base and side rails of the bed from the headboard and footboard. They were clearly inexperienced movers. They did not cover my wooden floors and one man proceeded to try and carry the base and side raids down the stairs alone. He then dropped the large item, and it crashed all the way down my wooden staircase and into the wood floor below, damaging everything along the way. I then told them to leave, not allowing them to remove any items that I had already paid them for. I tried to call customer service but could not get a human being to speak with. I tried going through the sales department which would then transfer me to customer service but I still could not get a human being. Several times their system disconnected me. This continued for an hour, with me repeatedly trying to speak with a human customer service representative. I found a way to register a complaint online but I am not sure I will hear back. I did finally get a customer service person to answer me, but they couldnt help beyond the complaint I finally was able to submit online.

  

  Business Response

  Date: 09/05/2025

  Thank you for reaching out about your experiance with your recent order. We are very sorry to hear about your recent experience and the damage that occurred during your furniture removal. This is not the type of service we aim to provide, and it is clear that we missed the mark ***************** know that your complaint has been documented, and our ***************** will be reaching out to you directly with the next steps to review the damages and work toward a resolution.
  We appreciate your patience and the opportunity to address this matter properly.

• Initial Complaint

  Date:08/30/2025

  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 booked online to have two couchs removed, I selected a day and a time window of 8/30/25 between the hours of 8am-12pm. At 1pm the day of pick up customer support told me they cannot reach the loader. Then when I asked about a refund because they were unable to provide the service they were paid for they told me I would only get 50% of my money back. So they said they would send a new loader out. Fast forward to 4pm (now 4 hours after my 4 hour window) and I am told the same thing that Im only going to get 50% of my money because I have to go to work and I cannot wait till 8pm as they said they have till 8pm to complete the pick up, yet my original time window was 8am-12pm. So I either have to call off work to save 50% of my money or loss 50% of my money because they failed to send a loader so I am being penalized for the companys inability to have reliable workers. They are essentially stealing money but charging up front and then not showing up and forcing people to cancel their orders so they can pocket 50%. Also trying to get ahold of someone took 2 hours of itself. I would get the same person who would just keep telling me he is sorry this happen and put me on hold and come back and apologize but would never transfer me to someone that can help. After speaking with a different person she then told me shes dispatch a new loader but refused to give me an *** on the new loader and gave my information to a supervisor. Then 2 hours later I get a call from someone else from the company who tells me that they dont honor the time windows and when I asked why give them to customers they didnt respond and again told me they will try and connect the loader or send a new loader but again will not give an *** even after they are 4 hours late from the original window and even on their tracking app it still does not reflex a new loader and still has the original time window.

  

  Business Response

  Date: 09/05/2025

  We sincerely apologize for the experience you had with your recent couch removal order. This is not the level of service we strive to provide. We understand how frustrating it must have been to wait beyond your scheduled time window and to feel unsupported during the process.
  We want to assure you that we take situations like this very seriously. We have issued you a full refund for your order, and we are also reviewing this matter internally with our team to ensure improvements are made in both communication and reliability.
  At LoadUp, our goal is to provide consistent, on-time, and professional service to every customer. While we fell short in your case, we appreciate your feedback as it helps us identify areas where we must do better.
  Thank you for bringing this to our attention, and we hope to have the opportunity to serve you with the high-quality experience you deserve in the future.

• Initial Complaint

  Date:08/08/2025

  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.

  Booked LoadUp services for bulk junk removal from apartment contingent upon a move to a different city with very strict timeframes on August 4th, 2025. Paid $164.00 up front (bank statement withdrew funds on August 5th, 2025) for a guaranteed service date of August 8th and discontinued efforts to personally seek contractors for junk removal after receiving confirmation email. LoadUp failed to provide any subsequent information or notifications, including their promised 8:00 a.m. day of service notification. At ~9:00 a.m., I emailed support and submitted a request for correspondence on their web front, and received a return message that they were still working on assigning a team to this despite the 4 days of lead notice and prepayment. Three calls to support and 10 hours later, I received notice that not only would not contractors be arriving today, but even a possible reschedule for tomorrow would not be possible as no contractors were secured and my move out date forbade any further delays. Filed a request by email for refund to the full amount for services not rendered. With no other recourse, I have a couch, mattress, and box that will be abandoned at my expense in the apartment on move out and likely to incur excessive landlord fees. If LoadUp had provided any advance notice or line of sight that they were having troubles booking contractors in advance of today, I would be able to take the time to rent a storage truck and drive items to the dump myself, but this was not the case and now there is no time to amend this.

  

  Business Response

  Date: 08/13/2025

  Thank you for taking the time to reach out to us and share your experiance with us. We sincerely apologize for the inconvenience and frustration this experience caused. LoadUp aims to have a hassle-free experiance for all of our customers, and it is clear that we missed the **** when it comes to your order. As soon as we became aware that we could not fulfill your order, we processed a full refund of your payment. Please allow 3-5 business days for the funds to be reflected in your account if you do not see them already. We truly value your feedback, and we are reviewing this incident internally to help prevent similar situations in the future. Thank you for bringing this matter to our attention, and again, we apologize for the inconvenience.

  Customer Answer

  Date: 08/13/2025

   
  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:07/28/2025

  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.

  Loadup charges for their service during booking, making it impossible for customers to cancel without incurring a minimum 20% cancellation fee. The cancellation fee provision is tucked away in their terms of service and not make clearly visible during the ordering process. I booked my service and tried cancelling a few hours later, only to be told that they will charge 20% (more than 100$) for the cancellation. This practice is deceptive. Customers do not have to pay for services not rendered. In addition, it is unfair business practice to charge such a high rate (20%) for any administrative work that needed to be performed.

  

  Business Response

  Date: 08/01/2025

  Thank you for taking the time to share your feedback. We sincerely apologize for the frustration and confusion you experienced during the cancellation process. We aim for all of our customers to have a hassle-free experience, and it is clear we missed the **** with your order.  At LoadUp, we strive to be as transparent as possible about our policies, including our cancellation terms, which are outlined in our Terms of Service. Our team has reviewed your order and issued a full refund. Please note that it may take up to 5 business days for the refund to be reflected in your account, if you have not seen it already. Once again, we would like to thank you for taking the time to share your feedback with us, as it helps us improve our customer experience. If you have any further questions or need assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:07/27/2025

  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.

  Scheduled a curbside pickup up a few days in advance for 2 couches, a futon, and table. Dragged everything out the morning of and now in the 12 hour window they gave me there's a half an hour left and still no one has been assigned for the pick up. Now I have to find room and bring everything back inside. I would never have used this company if I knew that the services you pay for upfront are not guaranteed to be completed.

  

  Business Response

  Date: 08/01/2025

  Were sorry to hear about your experience and understand how frustrating this must have been. At LoadUp, we strive for our customers to have a hassle-free experience, and it is clear that this is not the case when it comes to your order. Please reach out to our support team at your earliest convenience so we can review this order with you. 
  

• Initial Complaint

  Date:07/18/2025

  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 was charged even though an appointment for work was not scheduled or confirmation of services being provided. I tried to book an appointment for 7/18/25 on 7/17/25.

  

  Business Response

  Date: 07/23/2025

  Were sorry to hear about your concerns and appreciate you taking the time to share your feedback. We take all customer experiences seriously. Please contact us directly so we can ensure this matter is properly addressed. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:07/13/2025

  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.

  Ordered a mover from LoadUp a week in advance. They were supposed to arrive at 2:00. When 2:00 came and they didnt show up I reached out. They replied saying due to unforeseen circumstances the team couldnt make it but maybe we could reschedule Monday. I told them that we currently had no furniture in the house and Im four months pregnant and cant unload our furniture alone. They said theyll escalate it. They never reached back out, I had to keep trying to contact them and I ended up just moving things with my husband at great risk to my personal health, but we needed a place to sleep. They never communicated that the moving team wouldnt be able to come out until I reached out asking why they werent there and they put very little effort to helping.

  

  Business Response

  Date: 07/17/2025

  Thank you for taking the time to share your experience. First and foremost, we want to extend our sincere apologies for the inconvenience and frustration surrounding your recent LoadUp order and the communication you received. At LoadUp, we strive to provide a smooth, reliable experience for every customer. While we cannot guarantee an exact arrival time, we understand how important timeliness and consistent updates are, especially during a move. In this case, the communication around your order did not meet the LoadUp standards. We are reviewing what went wrong and taking steps to prevent this from happening again. As a gesture of goodwill, weve issued a full refund to the original form of payment. If you do not see it reflected right away, please allow 35 business days for processing. If you have any questions, please don't hesitate to reach out to us. Again, we truly appreciate your feedback. It helps us improve, and we value the opportunity to make things right. 
  

• Initial Complaint

  Date:07/02/2025

  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.

  This company did not provide the service I paid for in advance. I booked junk removal for an 8am-12pm window two weeks ago, and my landlord made an appointment to come take the keys at 12-1 when they would be finished. That time came and went and after 2+ hours of phone calls, I learned that no one had been even scheduled for my pickup, that the new loader they assured would be here at 1pm actually couldn't be here until 3pm, and that that wasn't even ******* is past 3pm and no one is here, with no eta. Now, they are saying I need to extend my time window to 8:00pm. This is entirely unacceptable and is causing incredible stress for me and my landlord.

  

  Business Response

  Date: 07/07/2025

  Thank you for taking the time to bring this matter to our attention. At LoadUp we aim for our customers to have a hassle free experience and it is clear that we missed the **** with your order.  We sincerely apologize for the inconvenience and frustration caused by the missed the missed time windows and miscommunication. Our team has reviewed your order and has issued a full refund has issued to the payment method that was used to book your order. Feedback like yours is essential in helping us improve and ensure a better experience for all our customers moving forward. If you need anything else please do not hesitate to contact our support team. Again, we sincerely apologize for your experience, and appreciate your feedback.

• Initial Complaint

  Date:06/29/2025

  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 received a quote for loading a moving truck for 1 hr. In less than an hour, I decided that I really didnt need the service through their company and I went online to cancel. Now I will also say that I had to pay for the service upfront unlike HireAHelper which doesnt charge until the day before the service. In less than an hour, their policy is to charge 20% of the cost of the service. Basically once you secure a service youre stuck with that 20% cancellation fee. Now I honestly was not aware of that until I received my confirmation. Personally, I think this is a horrible business practice and that this is an awful company to do business with. That information needs to be upfront. There isnt anyone to speak with, since everything is online. If you really want to get a good mover without all the stipulations, please do yourself a favor and go with anyone but this third-party company. I think they started with hauling junk and saw that they could branch off into other areas such as loading and unloading for moves. Yeah, save yourself a headache and some pretty unscrupulous business practices. They try to snag you into keeping the service or at least changing the service, by letting you know that you will be charged that 20% fee. Ridiculous. And I know they did not source the job out in less than an hour, so that 20% fee of $189.00 is absolutely ridiculous. Now that I know, I will never use their services or recommend. Warn others, yes.

  

  Business Response

  Date: 07/02/2025

  Thank you for taking the time to share your feedback. Were genuinely sorry to hear about your experience and appreciate the opportunity to address your concerns. At LoadUp, we strive to provide excellent customer service and it is clear that we missed the mark **************** reviewing your situation, we recognize that you acted quickly and in good faith. As a gesture of our commitment to customer satisfaction and in light of the circumstances, we have issued a full refund the remaining 20%. You should see this reflected on your original payment method shortly, if not already. We are continuously working to improve our communication and policies based on feedback like yours. If you need anything else please dont hesitate to reach out to our support team.

• Initial Complaint

  Date:06/28/2025

  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.

  On June 27th 2025, Friday, LoadUp had scheduled to have a team come to our house to assemble a Helix mattress and adjustable bedframe. They did not show up and we were forced to reschedule for the next day. I was promised they would come again. Once again, no team arrived and the LoadUp company was unreliable and ineffective. I paid 130 dollars for this service, and if LoadUp cannot get a team to my residence very shortly, I want a refund of my money.

  

  Business Response

  Date: 07/02/2025

  Thank you for taking the time to bring this issue to our attention and giving us the opportunity to correct this issue. We aim for all of our customers to have a hassle free experience and it is clear that **** not been the case with your order. Please reach out to our partner support team and they will be able to review the status of your partner booked order. Again, thank you for taking the time to reach out regarding your experience.