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:10/30/2025

  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.

  The quote and the price what I paid for was described literally Like this: This custom pricing covers the removal and clean out of everything on the property. the Blue warehouse/house needs to be cleaned out. There are a lot of items on site that need to be hauled away. Inclusive of tires, misc metal, furniture and ******** they are declare the order like finished. The contractor they used or hired to do the job said they pay only for 120 Cu yards. Still more than double of that I presuming (because I am a not a professional in that area, they are) I an asking to get what I paid for in Order # ****** Paid on September 24th 2025. (The 3rd party contractor used by Load Up can be reached by asking me bus info. He was subcontracted and paid by load up only for clean up up to 120 CU Ft and he did. I have no complain about his Job.) Load up claim the service as finished and it is far away from be completed.

  

  Business Response

  Date: 11/03/2025

  Thank you for reaching out and sharing your concerns regarding Order #******. We truly appreciate your patience and the time youve taken to explain the situation in detail. LoadUp aims for all of our customers to have a hassle-free experiance, and it is clear that has not been the case when it comes to your order. We understand how frustrating it must be to feel that the service was not completed as expected. Our management team is aware of your order and the concerns youve raised. Weve confirmed with our provider that they will be returning to the property to complete the remaining work. We apologize for any miscommunication regarding the order and its completion. Thank you for allowing us to make this right and ensure the full scope of your order is completed.
  

• Initial Complaint

  Date:10/29/2025

  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 am an independent contractor working with load up and I have been trying to resolve a point issue for several months without any resolution. up has no phone number for its contractors to be able to get customer service questions answered theres no one I can talk to you all they have is an email address that takes months for a response. On two separate occasions, I booked a job through the load up app and the CLIENT canceled the job. To book this job I had to use points from my paid subscription. Each point is worth one dollar and for each of these jobs. Iused about 5 to 600 points so I used five to $600 in points to book these jobs I did not cancel the jobs. The client did load up has not refunded my points.. they have shown no intention on doing so they have actually let me know that they do not refund points, but this situation was not a cancellation on my end. It was a cancellation on the clients end.. I can understand points not being refunded if the contractor canceled the job but in the scenarios, the client canceled the job and as a contractor that has a paid subscription with load up, I should be refunded my points that I used to book these jobs.

  

  Business Response

  Date: 10/31/2025

  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 matter. Please reach out to our management directly. Thank you. 

• Initial Complaint

  Date:10/25/2025

  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.

  I recently had a very disappointing experience with this company. I scheduled a junk removal appointment for 10/05/2025 from 12p-4p, yet no one ever showed up. I called customer service and was told there wasnt anyone available to show up at the agreed-upon time. I asked to cancel the order and be reimbursed but instead was just rescheduled for the next morning 8a-12p. The reason I scheduled this for the 5th was because I have to work M-F 6a-3p , but I optimistically elected to stay home from work being that I needed this job done and once again, your contractors failed to arrive when promised. At that point I had no choice so I went to work late and finally right at 4p that afternoon I received a text that said someone was coming between 4p-8p, and this was the only text I had received of such nature so I then had to leave work early from a shift I was already late getting to and meet this person at my home and it still took him until after 7p to get here. Look, I understand delays can happen, but there was little communication or accountability throughout the entire process. The guy doing the work was polite once he arrived, but the lack of reliability made the overall experience frustrating. I would like to think your company values punctuality, integrity and clear communication considering youre a web based network of contracted laborers; but it seems to me like maybe you should place less emphasis on highlighting what I assume must the few exceptional performances you all might have in larger areas where you have more contractors than customers and just be more transparent and honest for those of us who arent in say one of the major metropolitan cities Where I live isnt even considered rural by any means, but obviously someone had to know there were issues finding anyone to complete the job yet not once was I informed of these delays, and it ended up costing me whole days work and also left my store, my clients and my employees short staffed that day.

  

  Business Response

  Date: 10/29/2025

  Thank you for taking the time to share your experience. LoadUp aims for every customer to have a hassle-free experience, and its clear we missed the mark here. We truly appreciate the opportunity to speak with you and review the details of your order. Our team has carefully looked into your situation, and we completely understand how frustrating delays and communication issues can be. While we strive to ensure every customer receives reliable, timely service, we recognize that this experience did not meet your expectations. A refund of $79.50 has been issued to your original form of payment. We appreciate your patience and the time you took to share your feedback. It helps us continue improving our processes and the service we provide to all customers.
  
  

  Customer Answer

  Date: 10/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:10/22/2025

  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.

  10/18 Mover/Loader disposed of items in my building did not finish the job - was not supposed to dispose items and leave them in a back hallway blocking an emergency exit as a tenant management found it and we are in violation of or rental agreement and face fines - the items need to be removed from company paid $214 I would like a full refund and payment for my taken items - a least 1 my most expensive headphones $149.00 Mover loader said he disposed of all items - after I inquired about items that I mistakenly left in dresser (I;e headphones hair electronics Nothing was disposed of but expensive headphones were taken other 3 items were left in draw Company has placed incident reports on this loader for other violations.

  

  Business Response

  Date: 10/24/2025

  Thank you for taking the time to reach out and share your experience. We sincerely apologize for the inconvenience and frustration you encountered during your service on October 18. What you described does not reflect the standards or values we expect from our independent contractors.
  At LoadUp, we strive to provide every customer with a hassle-free experience, and its clear that we missed the **** on your order. Our independent contractors are responsible for ethically and legally disposing of all items that are being removed, and we are taking the proper steps to ensure this situation does not happen again. As discussed during your call with our management team, the items have been removed from the disposal site, and we will be issuing a full refund for your order. Please allow 35 business days for the refund to appear on the card used for payment.
  Once again, we sincerely apologize for this experience and appreciate you allowing us to make it right.
  

  Customer Answer

  Date: 10/28/2025

  Hello, I waited to respond to see if they were going to refund me,  to date out of the $210 paid to them Ive only received a refund for $75 as noted in the the photos.  Theyve been playing this game with me since the start despite everything Ive gone through in this draining process offering me 25% back, then 35% them 50% and lastly a full refund.  Im willing to close the complaint if and when I see the complete refund. 

  

  Business Response

  Date: 11/03/2025

   Thank you for sharing your experience. We sincerely apologize for the inconvenience you encountered during and after your scheduled service. At LoadUp, we aim to provide a hassle-free experience, and we regret falling short on your order. Our management team has confirmed that the items have been removed from the disposal site, and a full refund has been issued. Please allow 35 business days for it to appear on your card. Thank you again for allowing us to make this right 

• Initial Complaint

  Date:10/16/2025

  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.

  On September 8 I ordered 3 hours of labor from **************************** to be performed on Tuesday October ************************************************************************** a window between 8 am and 12 pm. My credit card was billed on September 8 with a post date of September 9. I was contacted by text on October 14 at 8:10 a.m. with a message my Loader **** had been assigned and to reply to this message to contact him. I replied and received and ETA of between 10 and 11 am with a comment - "I'll keep you posted if anything comes up".At 10:19 a.m. I received this message "I apologize but im having mechanical problems with my truck. I'll be keeping you updated on the situation but right now I don't have an *** until I get the truck working again. I'll inform loadup of the situation and hopefully we can find a solution for this matter. Thank you again for being patient and understanding. I'll call you as soon as I have an answer for you". I replied "Ok, thank you for keeping me posted". At 11:13 I received a call from ************ Marbleton, **. I was told ****** transmission was blown. They had other movers locally that could come and complete the services. I did not believe them and insisted the service be canceled. I hardly believed **** had ever been on the way. They informed me they had movers to complete the job and because it was same day cancellation they would only refund 1/2 the money although they had not fullfilled the delivery window of arriving between 8-12 despite having had MY money for over a month to prepare for it.I was told ****** had been refunded, tough I don't yet see it reflected on my credit card account.I would like the other ****** refunded also.I commented in the earlier text window "I'm sorry for your trouble with you transmission, Good luck to you". I received the reply Thank you for contacting LoadUp please contact our offices at ************. That prompted this complaint.

  

  Business Response

  Date: 10/21/2025

  Thank you for reaching out and sharing your recent experience with LoadUp. We want to sincerely apologize for the issues that occurred with your order. At LoadUp, our goal is to provide a smooth, hassle-free experience for every customer, and its clear we missed the **** in this case. We understand how frustrating unexpected delays can be, especially when working within a tight schedule. After reviewing your order, we can confirm that a 50% refund was issued following the cancellation, and an additional refund of the remaining $194.50 has also been processed. Please note that refunds may take up to five business days to appear on the card used for your order, depending on your financial institutions processing time. We truly appreciate your feedback, as it helps our team continue to grow and improve. Once again, we sincerely apologize for the inconvenience and thank you for allowing us to make this right.
  

  Customer Answer

  Date: 10/22/2025

   
  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:10/13/2025

  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 LoadUp to move 2 chairs and a couch from my friends house to mine on 10/13/25. While the delivery to my house went well, the pick up did not. The loader showed up by himself with only a dolly. Once he damaged my friends wall, her husband stepped in to help load. The loader must have reached out for help, as when he showed up at my house to deliver, there were 2 loaders and they moved the furniture without incident. The damage to my friends wall should be taken care of by LoadUp. As this just happened I dont yet have an estimate for the cost to repair their wall.

  

  Business Response

  Date: 10/15/2025

  Thank you for reaching out and letting us know about your experience. Were very sorry to hear about the damage that occurred during your recent order. At LoadUp, we aim for all of our customers to have a hassle-free experiance, and it is clear we missed the **** on your order. 
  Our team has sent over a damage claim form to the email address associated with your order. Please take a moment to fill out the form so our claims team can review your order and reach out about next steps. We appreciate your reaching out and allowing us to work on this matter. 
  

• Initial Complaint

  Date:10/10/2025

  Type:Order 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.

  Good Morning, I showed up to do the job, but this job was inaccurately described. LoadUp did not pay me for completing order #****** they took ****** from. I demand to be paid immediately. This job will take about 3 days and should pay about $3000. There is much more stuff than the pictures show. I showed up and I should be compensated for showing up. It is not my fault the job was inaccurately describe and you all some how thought one box truck could do this. Which was inaccurately described and it will have be more money

  

  Business Response

  Date: 10/14/2025

  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 matter, please reach out to us directly. Thank you. 

• Initial Complaint

  Date:10/10/2025

  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 LoadUp to remove junk that was piled in the front yard on September 30, *****. 2 guys with a Uhaul truck showed up a little late. They fit everything into the truck. I gave them a tip and they left. A couple hours later, the police called to ask if I had dumped trash in a dumpster behind a restaurant. They found my name and address on some of the trash. I told them about LoadUp. The officer called LoadUp. No one ever followed up with me. I tried to call LoadUp after returning from travel a couple of weeks later. They said they couldn't help me because they had to reach out to a manager. The manager has yet to return my call. I don't know if LoadUp does any sort of due diligence on their truck drivers. Seems like anyone who says they have a truck can be assigned a job.

  

  Business Response

  Date: 10/14/2025

  Thank you for taking the time to reach out regarding your recent experience with LoadUp. We sincerely apologize for the issues you encountered after your junk removal appointment. We strive to provide our customers with a hassle-free experience, and its clear that we missed the **** on this order.
  Please know that LoadUp conducts background checks for all independent contractors who operate on our platform. Our providers are responsible for the ethical and legal disposal of all items they remove when completing orders.
  We appreciate you taking the time to discuss your order and share the details of your experience. As discussed during our call, LoadUp has issued a refund for your order. We again want to sincerely apologize for the stressful situation caused by the improper disposal of your items.
  Thank you for giving us the opportunity to correct this mistake.
  

• Initial Complaint

  Date:10/07/2025

  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.

  Hired GoLoadup to pick up furniture and paid $120. The loaders picked up the furniture, and without part of their job Locked the door, locking all access . Called company and they said they did it, but we didnt tell them they shouldn't in special instructions, and took no responsibility. This argument holds no grounds, as 1) it wasnt part of the scope to lock all out of the condo, and 2) we didnt tell them to not draw on walls, etc.. so would that give them the right to do that as well? They said go hire a locksmith is the only recourse at our expense. I seek reimbursement of a locksmith (receipt will come once I get) and reimbursement for the $120 charged for service rendered ineffectively..

  

  Business Response

  Date: 10/10/2025

  Thank you for reaching out and bringing this to our attention. Were very sorry to hear about your experience. At LoadUp, we aim for a hassle-free experiance and it is clear that was not the case when it came to your order.
  Weve sent you a damage claim form to complete, and once its submitted, our Claims Specialist will review the details and reach out to you directly with the next steps regarding your reimbursement request.
  We appreciate your patience while we work to resolve this matter as quickly as possible.
  

• Initial Complaint

  Date:10/05/2025

  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.

  Good Morning i paid loadup $****** to remove 3 dressers and a queens size mattress from my house. 2 of the dressers was trash and 1 was just labor to bring outside my house for someone else to take. I was scheduled for 12 to 4 and no one showed up I called and they changed it to 4 to 8pm and still no one showed up, One of the contractors called me apologizing for the inconvenience and sent a friend over to remove the box spring and bed frame of the Queen size mattress and assured me he'll be here next week Sunday which is today October 5th to get everything else . Today I woke up to a text message from him saying hes sorry he cant make it today. Im currently moving out of ny and needed to get these items out so I ended up calling junkluggers at the last minute and had to pay $450 to remove these items out my house ?? I am hardworking citizen and veteran who proudly served in 3 different branches of the military ?? completing 2 tours in **** ???? and I am asking to please refund me the ****** that i was charged by loadup for work that was not completed

  

  Business Response

  Date: 10/10/2025

  Thank you for reaching out. We sincerely apologize for the inconvenience and frustration you experienced with your LoadUp service. We understand how important it was to have your items removed on time, especially during a move, and were very sorry this didnt go as expected. LoadUp aims for all of our customers to have a hassle-free experiance, and it is clear we missed the mark **************** reviewing your order, our records show that the service was marked as completed. However, we definitely want to discuss this further and ensure your concerns are properly addressed. Please reach out to our Customer Support team. We appreciate your service and thank you for bringing this to our attention. Our team is committed to making this right.

  Customer Answer

  Date: 10/10/2025

   
  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. I was refunded my money by load up
  
  Sincerely,
  
  ****** ********