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:03/17/2023

  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.

  Scheduled service for 3/17/2023 between ****, drivers were 1.5 hrs. late (only found out after I contacted the driver about an ETA), tried calling company and was left on death hold for 47+ minutes. When the drivers arrived told them I had to put the dogs away (all of two minuets) drivers gone when I opened the door. I texted , no response. Please refund my money. This is a horrible business.

  

  Business Response

  Date: 03/21/2023

  Hello *******, thank you for taking the time to bring this to our attention. We always strive to provide the best customer service here at **********************, and we deeply apologize that this was not your experience. I have shared your experience with our team, and we want to do anything we can to make your LoadUp experience more positive. We have gone ahead and issued you a full refund, but please do not hesitate to reach out to us and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:03/14/2023

  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.

  I created an order with LoadUp on March 1st for removal of two couches and a bed on March 14th. The order was confirmed and the email said the window of time would be **** pm, and I will be updated if there were any delays or issues. It said I would receive a call from whoever was picking up the items. I received no call. I had to find out how to contact LoadUp and there is no way to speak to a person on the phone. I had to text them. When I texted I was informed they couldnt find anyone for the job and to reschedule. I cannot reschedule because I am moving, so I asked them for a refund. They said they would extend the window until 8 pm now. I said no, I want a refund. Then I was told the refund would only be 50% if I didnt wait until 8 pm. I said no, I will not wait until 8 pm for them to not contact me or do the job. I need to look for another service that will actually do the job. They are trying to rob me of $200. When I demanded a full refund the texter stopped responding. I want a full refund and an apology for such horrendous service. I can barely call it service because all they did was take $200 and do absolutely nothing. I am so angry right now.

  

  Business Response

  Date: 03/15/2023

  Hello *******, thank you for taking the time to bring this to our attention. We always strive to provide the best customer service here at **********************, and we deeply apologize that this was not your experience. I have shared your experience with our team, and we want to do anything we can to make your LoadUp experience more positive. We have gone ahead and issued you a full refund and will be reaching out to you directly to confirm, but please do not hesitate to reach out to us and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:03/07/2023

  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.

  I was looking for a place to possibly donate a couch before I called bulky item pick up from the city. I found a list of places and clicked on LoadUp. I was curious about there charge to pick up the couch and where they would donate the couch. In order to get a price quote to remove the couch, this company makes you fill out your payment information before they show a quote. I put in my information, saw the price quote and decided to call for a bulky item pick up without completing the request. I closed out of the LoadUp webpage without hitting confirm of my request. I was sent an email asking if I was still interested. A few minutes later another email and voicemail was sent stating that a delivery was scheduled for later in the day. $99 charge showed up in my bank account. I never authorized this payment and did not confirm the request for this pick up. I called the number and the woman told me they would cancel the request but the charge is only refunded 50%. This is a scam and this company should not be allowed to take money from someone's account without a confirmation from the customer. I told her that I would call my bank and dispute any charges not fully removed or paid back by LoadUp. Her respond was to go ahead if I wanted to, but 50% charge would still apply.

  

  Business Response

  Date: 03/08/2023

  Hello *******, thank you for taking the time to bring this to our attention. We always strive to provide the best customer service here at **********************, and we deeply apologize that this was not your experience. I have shared your experience with our team, and we want to do anything we can to make your LoadUp experience more positive. We have gone ahead and issued you a full refund, but please do not hesitate to reach out to us and let us know if there is anything else we can do for you.

  Customer Answer

  Date: 03/08/2023

   
  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:03/02/2023

  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.

  I paid approximately $400 for trash removal and haul off on a specific date 3/2/23 shown as available on the website at the time of booking. I received a phone call from *** to inform me that date was actually not available and I would have to reschedule. The dates I gave to reschedule were not available and as a result no date was ever actually confirmed, but my acct was charged for the service anyway. I received a voicemail from *** for other possible dates but I wouldnt be available on those dates. I called on 3/2/23 to just cancel the service since the date I booked on their site became somehow unavailable. The rep I spoke with told me they could only refund me for half of the bill because I was canceling less than 24hours from the scheduled service. I explained that the date I chose became unavailable after the fact and I have a voicemail from the sales rep *** to verify such. The female rep refused to refund the money, refused to allow me to speak with a supervisor, *** told me the sales person *** was unavailable. The cancellation policy was never availed to me until AFTER the transaction was completed and theyre applying a 24 hour cancellation penalty for a date that they cancelled. Not sure how a 24hour penalty applies when there in no actual confirmed time or date for service. They purposely omitted the details of their cancellation policy prior to making the transaction, after which I received an email showing the charges to my acct and finally the actual details of a very questionable cancellation policya policy I fail to understand how it can even apply to a service that has no confirmed time or date for.

  

  Business Response

  Date: 03/03/2023

  Thank you for taking the time to share your experience with our services.   Our goal is simple, ******************* with Honesty and Transparency.  In that goal we offer 100% complete transparency with guaranteed up front pricing and we make all our terms and conditions, which includes our cancellation policy, available publicly for anyone on our website, www.goloadup.com/terms as well as on the order form where all customers are presented them and agree to those terms.  Please see the attached picture where customers are presented and are required to agree to those terms and conditions to use our services. Further, we do send this same information on every order confirmation, again to ensure we are being 100% transparent.  I do apologize you did not click the link on the order form or your order confirmation and read those terms prior to submitting payment.

  I did look into the service issues you experienced and you are correct, while the day you choose was available, the loaders in the area were unexpectedly unavailable which impacted your order. However, we were able to successfully locate loaders on an alternative day. Unfortunately weather, traffic and mechanical issues do occur and create delays and I do offer my apologies for this unexpected delay.  

  We did attempt to provide a full refund, however, your bank initiated a dispute which has frozen those funds at your banks request. I did provide a response to your bank so they can release all funds to you, which they should do unpon completing their investigation.
  
  Again, let me offer my apologies for the situation. I hope you will give us another chance in the future to earn your trust and business.

  Customer Answer

  Date: 03/03/2023

   
  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:02/27/2023

  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.

  This has been the worst experience I've ever had working with a company. First the lack of communication; we received a confirmation call and email with a tracking tool that didn't work. Waited within our window with no call. Towards the end of that window I called to inquire on an eta. Could not get through to a live rep AT ALL, despite being within business hours. I'm not convinced they even have live customer service reps. So theres 4 hours wasted. I was then told they would make me a priority Sunday 2 days later. I had to reach out again to ask for a window and AGAIN when they didn't show up AT ALL. Was told they couldn't find a loader... Would've been nice to know so i didn't waste another 4 hours. I was then today they'd come the next day and had a loader lined up but I received a text a few hours later saying they wouldn't be there to the day after. I've asked for a call back from someone multiple times and was ignored. Ohhh and the best part? They require payment upfront... shouldve been a red flag.We needed junk removed so we could use our garage for storage for items for the newborn were ready for any day and now we're completely screwed. This company is the worst. They don't communicate, they don't show up, and they clearly don't care about their customers.

  

  Business Response

  Date: 03/01/2023

  *****, I want to extend my most sincere apologies for your recent experience with our services. We pride ourselves on delivering superior service for each and every customer and it appears we may have not met that standard in your circumstance. There are times when there are factors out of our control that result in a delay or rescheduling of service and it seems like there was some bad weather in your area yesterday preventing us from making you pickup happen on time.

  However, to your point, communication is the best thing we can offer during those situations and I apologize that we did not do that effectively. I appreciate you taking the time to share your feedback and bring this to our attention. Our customer service team tried reaching out to you yesterday and left a voicemail. Please feel free to call us 8AM - 8PM at **************, or reach out to ************************************ so that we may have the opportunity to make this a positive experience for you. Once again we welcome all feedback as it helps us improve our service.

• Initial Complaint

  Date:12/16/2022

  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.

  I contacted the business to confirm junk removal service that was scheduled for today (12/16/22). I was informed only after calling that they would not be performing the service I was charged for at all. I asked for a refund since I would not be getting what I paid for, and was offered only a 10% refund despite a guarantee that I would not receive any service at the agreed upon time. I did not accept this refund. While talking with customer service and before resolving the issue, the representative told me he would "try to find someone to complete my order," to have a nice day and hung up on me. If someone were available to find, then his reason for why my order could not be completed was a lie; alternatively, he said he would try to find someone just as a way to hang up on me. My order number is ******, and I was charged $170.05 immediately after placing the order. The representative confirmed that LoadUp practice after an order is placed is to find an independent contractor to fulfil the order. In the event that a contractor cannot be found, LoadUp's practice is to not inform the customer.

  

  Business Response

  Date: 12/20/2022

  Hello,

  Thank you for taking the time to bring this to our attention. We know how valuable your time is, and we regret not being able to complete your order. I have shared your experience with our team, and we are investigating further to see where we can improve for the future. After looking into your order, I found that we have provided you with a full refund. If there is anything else we can do to make your LoadUp experience more positive, please do not hesitate to reach out and let us know. 

  Customer Answer

  Date: 12/20/2022

   
  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:11/19/2022

  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.

  Business claimed that my mattress and box springs would be removed between 8am - 8pm cst. Paid $109 up front. Business did not perform promised service as of 8:35. Called local agent and did not receive any response.

  

  Business Response

  Date: 11/21/2022

  Hello ****, 

  Thank you for taking the time to bring this to our attention. We know how valuable your time is, and we apologize for the delay with your order. After investigating your order, I found that you were refunded the appropriate amount for the service day guarantee, and we were able to complete your order. If there is anything else we can do for you, please let us know. 

• Initial Complaint

  Date:09/23/2022

  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.

  Inappropriate deduction and incomplete refund after the company unable to fulfill the service. The pages in the ordering process do not mention item restrictions but they are mentioned in the confirmation email after the money is paid in the website. Followup phone calls and texts resulted in the company declaring inability to do the service. The refund given was only partial with the company inappropriately referring to the terms of service . But these terms were actually only available in the email AFTER the money is paid. I did not consent to these terms when ordering the service because they were not disclosed during the ordering process. The ordering transaction was all online.

  

  Business Response

  Date: 09/26/2022

  Hello, 

  We regret that we were unable to complete your removal, and we apologize for any inconvenience this may have caused you. As per our terms and conditions, we are unable to remove refrigerators if they are not disconnected prior to your removal appointment. As part of our **************, customers must agree to our terms and conditions before the order is placed, you may reference the photo I attached to see where this step was. The terms and conditions are hyperlinked in that step. We hope this clears up any confusion. 

  Thank you.

   

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18121888
  
  I am rejecting this response because:
  No business should take money from the customer by hiding behind small print no one reads, when they provide zero service. It is customer's hard earned money, not theirs. 
  Sincerely,
  
  R C

  

  Business Response

  Date: 09/29/2022

  Hello,

  We're very sorry for the confusion. We would love to complete your order once the fridge is safely disconnected. With our process being online, we do make our terms and conditions very visible by putting them next to the box you must check off before submitting your order. If you have any questions about our terms and conditions, please let us know.