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: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.