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: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. 

• 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.

  We hired Load Up to haul away some items for us today, June 28, 2025 and they never showed up. We just called them twice and they admitted the job was never assigned to a team. We asked to cancel the order and they want to charge us a cancellation fee even though they never came! We had to pre-pay the full amount $182.

  

  Business Response

  Date: 07/02/2025

  Thank you for taking the time to bring this to our attention. We sincerely apologize for the frustration and inconvenience caused by the missed order date. At LoadUp we strive for our customer have a hassle free experience and it is clear we missed the mark here. Our team has reviewed your order and has issued a full refund of $182.52 to the payment method used for booking this order. We apologize that we were not able to complete your order but appreciate the feedback as it helps us to continue to grow. Thank you again for bringing this to our attention and giving us the opportunity to correct this issue. If you need anything else please dont hesitate to reach out to our customer service team.

• Initial Complaint

  Date:06/25/2025

  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.

  Subject: Request for Assistance with Dispute Mediation date of transactions, June 16, 2025 Date of issue June 24, 2025 amount of money owed $650.?? #Order #******)Cancellation fees for $450.00 for order number#****** charged??Reason for Contact: Seeking resolution of multiple disputes with LoadUp Technologies LLC regarding unauthorized charges on my account.Previous Actions Taken:Followed the appropriate chain of command.Reached out to various departments without receiving a response.Request for Assistance:Looking for support in facilitating mediation to reach a resolution.Availability for Further Information:Open to providing any additional details as needed.Closing: Thank you for your attention to this matter.Signature:[******** ****]*************][**************************************

  

  Business Response

  Date: 06/26/2025

  Were very sorry to hear about your concerns and appreciate you taking the time to share your feedback. We look forward to the opportunity to speak to you further about this manner, please reach out to us directly. Thank you. 

• Initial Complaint

  Date:06/24/2025

  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 has stolen wages from me on multiple occasions. They are very shady in how they just steal money from people that have completed work. They are illegally stealing money from drivers, and violating the independent contractors agreement. They rip customers off and pay the drivers pennies, and then also steal from them as well. Overall HORRIBLE BUSINESS PRACTICE AND VERY SHADY.

  

  Business Response

  Date: 06/25/2025

  Were very sorry to hear about your concerns and appreciate you taking the time to share your feedback. We look forward to the opportunity to speak to you further about this manner, please reach out to us directly. Thank you. 
  

• Initial Complaint

  Date:06/21/2025

  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.

  On 6/10/25, I booked day-laborers online through Load Up for Friday, 6/20/25, at 10am. I needed them to load six or seven pieces of furniture on to a 10 ft UHaul box truck. I was charged $159 (which posted on 6/11/25) for this service. I was told that my "window" was 8am to 12pm ... this is the timeframe during which the day-laborers were to arrive. I rented the UHaul and was ready at the specified time. I had different movers meeting me an hour away to unload the truck at 1pm, and the move required everyone to be on ******* 10:30am, when no one from Load Up had arrived, I called their customer service number to ask for a status. At that time I was told that they were still trying to find someone to take my job! I was shocked, then livid! I told the *** that I needed movers there immediately, as I has scheduled and paid for their service. I was told that they were "doing their best". I asked why I hadn't been told sooner that there were no movers for my job, and was told over and over that they were "trying to source the movers". I had no idea what that meant.Desperately trying to stay on schedule, I called an audible and managed to get the truck loaded with the help of some neighbors. I was on the road by noon and able to meet my second set of movers at the new location right on time, ************* 1:07pm, an hour and seven minutes AFTER the service timeframe window closed, I received an email from Load Up stating that movers had FINALLY been assigned to me. I advised Load Up that THEY dropped the ball, THEY missed the window, that I had already loaded and moved the furniture, and that I wanted a refund. I was then advised that if I CHOSE to cancel the order, I would only receive HALF of the amount I paid!I touched base with my attorney to confirm my rights and responsibilities as a consumer. I then responded to Load Up and told them that I wanted a full refund of $159 for failure to provide services for which they'd been paid. They refused. Please help.

  

  Business Response

  Date: 06/25/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and stress you experienced with your scheduled labor service on June 20th. LoadUp aims for every customer to have a hassle free experience, and it is clear that we missed the **** on this order. We understand how important timing is during a move, and we regret that we were unable to secure providers within the scheduled service window. After reviewing your case, we have issued a full refund of $159, which should appear back on your original payment method within 35 business days. Were always working to get better, and your feedback is helping us do that. We've already shared this with our team so we can learn from the situation and improve how we handle similar orders in the future. Again, were truly sorry for the inconvenience and stress this caused. If theres anything else we can do, please dont hesitate to reach out directlywere here to help.

• Initial Complaint

  Date:06/20/2025

  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 is my first time using GoLoadUp to get rid of old furniture prior to moving. The overall experience was good, the driver contacted me directly with time of arrival. I was a bit surprised to see 2 guys pull up wearing street clothes in an unmarked F150 truck for 2 large items and 6 chairs. They were quick with removal however, they damaged the trim along the door frame and tore the weather stripping while trying to shove the dining table through the door way (see photos). I would like at least a 50% refund for damages I will be charged by my landlord to repair/replace.

  

  Business Response

  Date: 06/25/2025

  Thank you for taking the time to share your feedback, and for speaking with us over the phone regarding your recent service experience. Were glad to hear the removal itself was efficient, but we sincerely apologize for the damage caused during the process.We understand how frustrating it can be to deal with unexpected repairs, especially during a move, and we regret that the service did not meet your expectations in this regard.
  As discussed, weve processed a 50% refund to help cover the cost of the damages. Please allow 35 business days for the funds to reflect back on your original payment method.
  Your feedback is important to us and has been shared with the appropriate teams so we can take steps to prevent similar situations in the future. If theres anything else we can assist with, dont hesitate to reach