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:07/15/2024

  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 had scheduled a junk pick up with LoadUP for this past Saturday. The loaders refused to take my junk because of a few roaches. I understand these are not fun to deal with and it is why I am moving. I have been provided terms of service post denial of pickup; however, everything on their website only stated that bedbugs would be an issue.I am on a limited income and my family had to finance an alternative pick up service.I would appreciate a full refund due to the bait and switch nature which the company operates on.

• Initial Complaint

  Date:07/09/2024

  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.

  The company charged me for a service which was never reinstated

  

  Business Response

  Date: 07/15/2024

  Thank you for submitted your feedback on our services.  I have reviewed your order and found that we have already refunded your purchase.  Please let us know if you have any questions.

• Initial Complaint

  Date:06/23/2024

  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.

  Window of service was from 12-4pm on 6/22. Truck (loader) contact given in the morning. Loader confirms window. Then bails on the schedule after saying hed be here at 6pm. Company finds another loader to come at 9pm. That didnt happen. Then agreed to pick up next day at 6am. That did not happen either. My order number with them was ******.

  

  Business Response

  Date: 06/24/2024

  Thank you for sharing your experience with our services. Our goal is simple, exceptional service with honesty and transparency. I have reviewed your order and while I am happy to see we successfully completed your order, it does appear we missed our normal standards and for this I do apologize. Given we were late in completing your pickup, we have issued a 10% refund for your experience.  Again, we appreciate your sharing your experience and we look forward to helping you in the future.

• Initial Complaint

  Date:06/18/2024

  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.

  06/12/24 I booked a refrigerator disassemble and removed job, TOTAL: $204.00. Pickup 8am-12noon 6/17/24, After 12pm no driver showed on pickup date and at 12:15pm I reached out to thier support, they could not provide a driver and do they job as contracted, they wanted to reschedule on another day, unacceptable as per contract, I asked for and was told I would recieve a full refund. Today they say 50% which would only apply if I had canceled, I DID NOT, they could not fulfill the obligation. FTC complaint is my next stop, AG state of CA and **** this is a clear case of intention to collect monies under fraud and deception.

  

  Business Response

  Date: 06/26/2024

  Thank you for taking the time to share your experience with our services. At LoadUp we aim for one target, exceptional service with honesty and transparency.  In reviewing your order I can see in this we missed our **** and for this, I offer my apologies.  Upon reviewing your order I can see the agent did advise that a refund would be reviewed and processed.  Additionally, the initial 50% was processed in accordance with our cancelation policy. The remaining balance was escalated by your agent to be refunded and was subsequently fully refund once it was reviewed. I apologize the agent was not clear as to what to expect next, however, I am happy to see we were able to meet your refund request prior to receiving this communication.   If we can be of further assistance please let us know.  Thank you

• Initial Complaint

  Date:05/20/2024

  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 paid Load Up $217 to have an exercise bike removed ( they require you pay at the time you book for services) I put services on hold because a friend decided to take the bike. Once I was sure the bike was picked up and I would not need their services I contacted the company to get a refund they only refunded $107 of the $217 stating it was company policy which I never saw that on their website the only thing I saw was if you cancelled less than 24 hours you would only get partial refund. I cancelled with a couple of days notice.

  

  Business Response

  Date: 05/21/2024

  Thank you for taking the time to share your feedback on our services.  Here at LoadUp we strive to lead the industry in offering Up Front Pricing with no surprises and honesty and transparency in everything we do.  Keeping with that ideal, the cancelation policy is presented in three different locations.  First, in the booking website itself, Second in our terms and conditions and third in your order confirmation email. That being said, from your statement it appears you did not fully understand the cancelation policy and how it would impact you when canceling.  Given that, I have fully refunded your order.
  
  Again, we appreciate your feedback and if we can be of assistance in the future, please let us know!

• Initial Complaint

  Date:05/12/2024

  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.

  Let me start by saying this business is an ABSOLUTE SCAM!I requested LoadUp for a pickup today 4/19 but due to several inefficiencies in the service, Im forced to cancel and am asking for a full refund of the $104 charges back to my card.Please see below timeline, all times are PST.At 8:10am, I received a message from LoadUp that a loader was assigned for the window of 8am to 12pm.At 11:14am, the loader texted me and said they will be late. I had to rearrange my schedule and let them know it was okay as long as they could make it by 2pm. Did not receive any further updates. I tried checking in by 1:30pm but still no response. I called him at 1:44pm, he said he could not make it and hung up. I called him right back at 1:45pm, but he said he was heading towards ********* for my pickup - which is the wrong address, so Im not sure why he was headed there.At 1:48pm, I began texting support and was in contact with a person named *****. The responses were terribly slow and for whatever reason my pickup window was changed to 12pm to 4pm I also simultaneously decided to call customer care, I think it was **** (Im not sure!) who answered and told me that she can give me a 10% discount and she will call be back about it once the loader was scheduled.She never called me back.***** then moved my time slot to 8am-8pm. And no further responses from him.All of his responses are just vague, once I told him we wanted to cancel he sent this to me Sorry to hear that. We are checking the order now.And nothing else for over 30 minutes. I have all the messages with me as proof, id like this order cancelled with a full refund.

  

  Business Response

  Date: 05/13/2024

  Thank you for sharing your experience with our service. Our aim is to provide the easiest and reliable service in the industry and I do apologize that we failed.  The contractor in question was not authorized to to be late or reschedule your order and subsequently has been removed form our platform for his failure to take care of your order. Further, in review of the order, the agents did escalate a request for a full refund, which was already processed this morning. Again, I apologize for any inconvenience this caused and hope that in the future we can provide the exceptional service we are known for.

• Initial Complaint

  Date:04/22/2024

  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.

  On 4/22/2024, we were scheduled to have movers to arrive at my grandmothers estate to finish moving heirlooms to donation centers. We were to close on that house on 4/23/24. I had already paid ****** for the move after sending videos and photos of all that was left to be donated in the house. My sister had to leave work to meet them, when they arrived they stated this was more that was agreed upon, that they needed more help, and would have to start the move around 1430 rather than 1100. During this time, I was informed that they wanted an additional $1000 and could not even start until 1700 the next day, which is after we were supposed to close. Upon telling them this wasnt going to work, they should have completed the job on time and they have evidence of exactly whats needed to be moved, and we need it done now- they stated they were going to charge a cancellation fee. There is absolutely no reason why I shouldnt get a FULL REFUND, because not only did they not do a single thing, I had to find someone short notice that would. Do not do business with them, it seems they only get paid by pretending they will do something. I need every ***** of that charge back.Order number ******

  

  Business Response

  Date: 04/23/2024

  Thank you for taking the time to share your feedback. Our aim is to always provide the best possible service and in this case it appears we missed the ***** For that I offer my apologies.  I did review the order and found that the order was for 13 specific items you listed to be removed. Upon arrival, the contractor found that you wanted many more items removed than the 13 listed.  This is why there was an additional cost. When you declined the correct pricing for a house clean out, a request was sent for a full refund, which was processed the next morning and a receipt sent confirming the refund. The agent should have advised you it takes up to 24 hours to process and I apologize they did not. I will be sure that is addressed.  
  
  Again, I appreciate you sharing your feedback. We will be sure to address the shortcomings that occurred.

• Initial Complaint

  Date:03/30/2024

  Type:Order 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.

  Communication is terrible. You don't have any idea when the loader will show up. 12 hours from when I needed pick up, our loader cancelled on me so I made other arrangements. Then Load Up charged me half of the service call cost because the job was cancelled within 24 hours. The loader cancelled with me!!! The contract completely keeps them from having any accountability for their service and they steal your money. Terrible unethical company.

  

  Business Response

  Date: 03/31/2024

  Thank you for taking the time to share your experience with our Team. Your feedback is critical to improving our services. I have reviewed your order and found there were some communication failures with the Contractors involved, for this I offer my apologies.  100% Customer satisfaction is goal and it's clear in the case we missed the mark.  I can also confirm that keeping in line with our dedication to superior customer service, on the day this issue occurred, a full refund was processed. Again, my apologies for your experience, if we can ever be of assistance in the future, please do not hesitate to reach out.  Thank you

  Customer Answer

  Date: 04/01/2024

   
  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:01/27/2024

  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 feel like I got scammed. Company offers convenient time windows to schedule for pickup, but seems to lack the capability and/or intent on actually keeping to that scheduled time window. I booked with this company on 1/25/24 to pickup a couch from my house on 1/26/24 between 8AM-12PM. I paid $99 in advance to make this happen. On the day of scheduled service, they contacted me over an hour into the 4 hour pickup window telling me they were having trouble finding a team to provide the service. The ONLY reason I booked with this company is because they had a window available to schedule that worked for me. I told them that if they could not get it done in the scheduled window that I would need to cancel so I can find another means or source another company to get the couch moved on time. They told me they could actually pickup as late as 8PM (8 hours after the end of the window I scheduled) and would only refund me 50% if I cancelled before then. 50% for what? They had failed to deliver on any kind of service whatsoever! And they expected me to wait at home all day long, up to 8 hours after the end of the window I scheduled, to just hope that someone might actually show up? Absolutely not. I told them to cancel and refund me in full. They cancelled my order and only refunded me HALF of money! They kept nearly $50 of my money for providing absolutely no service!

  

  Business Response

  Date: 02/29/2024

  Hi *****, I want to extend my most sincere apologies for your recent experience. We pride ourselves on delivering superior service for every customer, and it appears we may have not met that standard in this circumstance. Our customer service team has called and left you a voicemail yesterday to discuss further and find a resolution. Please give us a call back to your earliest convince so we can have the opportunity to make this a positive LoadUp experience for you!

• Initial Complaint

  Date:01/01/2024

  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.

  DO NOT USE THIS COMPANY!!! These are scammers. After reading multiple reviews from this place (which i wish i would have done before i booked) i realize now that these people are scammers. I paid $284 for these people to come and pick up a king size mattress. I got a confirmation phone call and text message this morning just before 8am saying that I had a scheduled pick up between 8am and 8pm. I took off of work so that I would be available all day to be here whenever they arrived. THEY DO NOT SHOW UP. Not only do they not show up, they do not answer any phone calls. It is impossible to reach a real person through their phone service. The text message they sent in the morning said to text the number back to contact the person coming directly. I texted them at 10am and it is now 10:30pm and have not heard anything back. This place is a joke. DO NOT SPEND MONEY HERE. It is a scam. They will take your money and you wont ever hear back from them. This place should have their website shut down and they should have legal issues to deal with for scamming people out of almost $300. GIVE ME MY FULL REFUND FOR NOT PROVIDING THE SERVICE I PAID FOR.

  

  Business Response

  Date: 01/10/2024

  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.