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:09/26/2025

  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 paid for a 30-day LoadUp subscription on 9/21/25 and canceled it properly on 9/25/25. Immediately after canceling, I was locked out of the app and could not access the service up until this date and is ongoing, even after multiple password resets. My device normally logs in automatically, and I never had issues before.I contacted LoadUp support several times. Representatives refused assistance and hung up during calls. I never received the service I paid for.I am requesting a full refund. Delayed access is not acceptable, as I would have lost multiple service days I purchased by the time this notice is regarded.Evidence available: screenshots of failed logins, cancellation confirmation, call logs, and payment receipt.

  

  Business Response

  Date: 09/30/2025

  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. 

  Customer Answer

  Date: 10/03/2025

   
  Complaint: 23937683
  
  I am rejecting this response because: I have already made several attempts to resolve this issue and received hang *** in my been kicked off the platform. At this point trust has been breached and too many service dates missed. I just would like a refund of monies thats owed to me and I will be on my way.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/07/2025

  Thank you for reaching out and sharing your experience. We encourage you to contact our ********************* to discuss the concerns youve raised, as well as your most recent experience with the LoadUp Platform.
  

  Customer Answer

  Date: 10/07/2025

   
  Complaint: 23937683
  
  I am rejecting this response because: I have already made clear that my position has not changed: account restoration or contacting another department does not resolve the issue. I was locked out of my 30-day subscription, missed service dates, and support hung up on me. My request remains the same: I am only seeking a full refund for the service I was deprived of. All communication must remain through this BBB portal to maintain accountability.
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/19/2025

  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.

  I paid $389 for 3 hours of labor with an arrival window of 12-4. Mover did not show up in allotted time window so i went with a different company. When i asked for a full refund due to mover not showing up and no services rendered for payment, i was told the order had been canceled and they are keeping my money. When i called and asked they offered half of my original amount due to my "cancelation" but i did not cancel. The mover never showed up.

  

  Business Response

  Date: 09/24/2025

  Thank you for taking the time to reach out to us and share your experiance with us. We sincerely apologize for the inconvenience and any frustration that occurred on the day of your labor order . 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 our team 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.

• Initial Complaint

  Date:09/14/2025

  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.

  If there was someway to give negative stars and three thumbs down to load up junk removal, I would do just that. I called an advance to have movers set up to assist and unloading my moving truck after driving for three days across country. I was assure the movers would be there the next day when I arrived,later into the evening, I called and text no one showed up. I was assured the next day someone would show up, surprise no one came. Communication via text message and phone call tapered off immensely. The third day I reached out to an another moving company who gratefully showed up with an hours. Later into the evening, I called and text no one showed up. I was assured the next day someone would show up, surprise no one came. Communication via text message and phone call tapered off immensely. The third day I reached out to A another moving company who gratefully showed up with an hours and assisted Moving my items. I would never call or recommend load up removal service or movers to anyone. Its been two weeks since Ive moved. I receive text messages and harassing phone calls today wanting to know why I wasnt responding back because they were sending people out to unload my moving truck. They did nothing to make the situation better other than return my $179 that they had already taken. Please please please if you have any thing to move or need any kind of help do not use the service or these people they are useless.

  

  Business Response

  Date: 09/19/2025

  Thank you again for taking the time to speak with our management team over the phone regarding your recent experience. We would like to apologize for the frustration and disappointment you experienced. We recognize how important it was to have support during your move, and we deeply regret that our team did not meet those expectations. Please know the issues that you have listed in your review have been reviewed with our team to ensure we address the gaps in communication and service you experienced. At LoadUp, we aim to always provide a reliable and stress-free experience, and it is clear that we missed the **** when it came to your order. Were grateful you gave us the opportunity to better understand what happened, and we remain committed to improving because of your feedback.
  

• Initial Complaint

  Date:09/12/2025

  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.

  To Whom It May Concern,My name is **** ******, and I have been driving with LoadUp for over two years. During this time, I have worked hard to complete jobs as assigned, but it has become extremely frustrating to see repeated mishandling of orders and unfair charges taken directly out of drivers accounts.The issue is this: when a customer cancels or adds additional items to a job that were not in the original order, LoadUp holds drivers responsible. Instead of honoring the original agreement, they will penalize the driver and take money directly from their account.For example, I accepted a job for $120. After the booking, the customer added three more items that could not fit in my truck because I already had another job loaded. I informed LoadUp of this, but instead of supporting me, they took the $120 out of my account because I declined the add-ons which are not stated as mandatory in their policy. This is unfair, not only to me but to all independent contractors.Another example: I was dispatched to pick up a washer and dryer. Upon arrival, the customer stated they had actually paid for a small cleanout. This job filled my entire trailer for the day, and I was only paid $170. This does not account for my staff, travel, or fuel. When I raised these issues, LoadUp ignored the facts and refused to provide management contact information for escalation.This repeated behavior shows a lack of responsibility and accountability from LoadUps staff. They do not hold their sales or support teams accountable for errors, but instead take money from drivers who are simply trying to complete the jobs as they were originally assigned. These practices are unprofessional, harmful to contractors, and border on theft of earnings.I am formally requesting that the BBB review these practices. I also plan to pursue a small claims case once I have gathered all documentation, as this company continues to withhold pay without proper justification.Sincerely,**** ******

  

  Business Response

  Date: 09/18/2025

  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. 

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23877195
  
  I am rejecting this response because:
  
  I am rejecting LoadUps response to my complaint. I have reached out multiple times to voice my concerns, yet LoadUp has consistently failed to take accountability or even acknowledge the role their drivers and company practices played in the situation.
  
  
  Instead of addressing these issues fairly, LoadUp continues to withdraw money from workers like myself. This practice is not only unjust but is creating financial harm that, if left unchecked, could ultimately result in a class action settlement against them.
  
  
  For these reasons, I cannot accept their response as satisfactory.
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/22/2025

  Thank you for sharing your feedback with us. We want to better understand your concerns and address them directly. Please reach out to our team so we can discuss this matter in more detail. Additionally, after reviewing our records, we can confirm that there is no **** ****** in our independent contractor network. We look forward to connecting with you and reviewing your concerns 
  

• 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:08/27/2025

  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.

  We booked Loadup online after searching for moving help via ******. I needed some assistance moving a few pieces of furniture into my house and the Loadup contractor came to our house on Saturday 08/23/2025. The contractor that was sent had no idea what he was doing and proceeded to fold our brand new innerspring mattress in half, breaking the inner springs and completely ruining the mattress, making it unusable. When I saw them do this I kindly asked that they put the mattress down and I immediately called Loadup customer service.The customer service agent I spoke to asked me to fill out a damage complaint and a couple days after I did that I received a text from the contractor refusing to pay for the damage because he didnt have any money. He instead offered to come back to haul the mattress he ruined away. Thats it.Loadup has thus far been extremely unprofessional in addressing the damage to our property. From what I am gathering the contractors Loadup sends are under no obligation to rectify damage caused to property.This has been a hellish experience and we are now out our brand new mattress due to the Loadup contractors carelessness. And the company itself has so far not taken any accountability for the damage caused by its contractor.

  

  Business Response

  Date: 09/02/2025

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and inconvenience this situation has caused. At LoadUp, we strive to provide professional, reliable service, and we regret that we fell short of your expectations during your recent booking. Our claims department will be reaching out about your order and next steps. Thank you for bringing this to our attention and for giving us the opportunity to address it.

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23805911
  
  I am rejecting this response because:

  No one from your claims department has reached back out to me since I filed this complaint. The last contact I had with loadup was on August 29th. I even emailed the claims department again to check on the status of our claim and no one has reached back out to me.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 09/12/2025

   Thank you for following up on your review. Ive reviewed your order and confirmed that our claims department has already reached out to you to discuss the next steps regarding your claim. We sincerely apologize for any inconvenience this situation may have caused. At LoadUp, our goal is to provide every customer with a smooth, hassle-free experience from start to finish. We truly appreciate you bringing this matter to our attention. Thank you again for allowing us to resolve this issue for you.
  

• 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.