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: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:04/28/2024

  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 4/27/24 I accidentally hit the confirm button for a time booking a pickup on 4/29/24. A few minutes later I replied through email and other efforts to cancel immediately. Instead of being reimbursed right away, I had 4 email exchanges with customer services reps who told me I'd be charged a 20% fee for cancellation. I have screenshots of each interaction via email and a time stamp of events. It is disturbing to know with all of the complaints in file with the BBB that a company can conduct business this way. What makes it worse is that someone recommended this company and this is the way I am experiencing it for the first time. I looked this morning on my email to see that only a percentage of my refund was processed. Which means the 3-4 customers agents blatantly disregarded my statement and facts and kept pressing for me to put my order on hold or reschedule. Can you please provide the owners name of your company so that I can write to them directly and let them know? And also - issue my full refund. I am uploading all relevant information regarding #******. Also please note that although the email from your company states that the original order was placed at 7pm on Saturday, it was done at 1230ish pm. Which means canceling is well within the time frame allotted. AND - it was an accident that I hit confirm as *** stated.

  

  Business Response

  Date: 04/29/2024

  Thank you for sharing your feedback with our services.  feedback such as yours is critical to our continued efforts to better ourselves and our services.  Upon review of your order we found that you did place your order and during that time you checked that you agreed to the terms and conditions of services, www.goloadup.com/terms.  Included in the terms and conditions is our cancelation policy which states if you cancel prior to your day of service, it is a 20% cancelation fee and on the day of service or after, it is a 50% cancelation fee.  Honestly and transparency is always front of mind with us at LoadUp, which is why we put this information right on the ordering screen to ensure there is no confusion.  That being said, we understand your situation and are happy to make an exception for you. We have processed the remaining refund back to your card.  
  
  Again, thank you for helping us by sharing your experience.  We appreciate your time and feedback.

• Initial Complaint

  Date:04/25/2024

  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 contracted with them to remove some furniture from my apartment. I specifically said I need it done by 12pm. They told me and sent me a confirmation that they would be here between 8am-12pm. At 12:30 I text and left a voice message for the loader. Since he didn't get back to me I called loadup. After speaking to a representative the loader called and said he couldn't even make it here by 3pm. I had things planned that I needed to have the furniture removed for. So he couldn't do it unless I would wait until 8pm. No way.... so I called loadup back. I was told that there is no guarantee of when they will show up. I expressed my concern of having it out of here by 3pm. Couldn't promise me. I asked about cancelation and I'll find someone else to take by 3pm. I was then told that if I canceled I would be charged half of the payment I made. He also said if they don't make it today they will reschedule or refund. I couldn't find another loader to be here by 3. It was now 2pm and I know they won't be here by then. Customer service was useless with their endeavors. This service is the worst I've had all through this move. I would like to be reimbursed fully for the neglect and dishonesty. The worst customer service I've experienced in a long time.

  

  Business Response

  Date: 04/26/2024

  Thank you for taking the time to share your experience with our service. Our aim is to provide exceptional service at every opportunity and I do apologize we didnt hit that *****  Upon reviewing your order, I do see that, while yes they were late, the team arrived and was able to successfully complete the service you requested.  I do apologize that team was tardy in their arrival and I am happy to process a 10% discount for your inconvenience.   You should have already received an email confirmation of that refund.

   

   

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21626921
  
  I am rejecting this response because:  they arrived at 7:50pm. My window of delivery was 8am-12pm. This is an OK business practice???? I will not recommend this business. I will also write a yelp review and review the business on their site.  So much for best business practice. I'm sure they were tips to get to us by 8pm. If they wouldn't have arrived by 8 then you would've had to refund me.  That's what the last agent told me. What a piece of trash. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/26/2024

  We understand the frustration and of course, we do not want to be late for any customers. However, the time windows selected are not guaranteed and the reason is very straight forward as it is something everyone deals with on a daily basis regardless of their profession. There are situations well outside anyones control that occur every day, whether it is being late due to traffic, a flat tire causes a delay in arrival, a medical emergency requiring a change in assigned staff or a previous appointment takes longer than anticipated.  While we do our best to plan for unplanned situations, we, nor anyone else, can say that we can 100% guarantee a specific time. As this is the case, we are up front with this and do speak to it in both our terms and conditions and the order confirmation email.  Again, we apologize for the delay and are pleased you were taken care of, all be it later than you requested.

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21626921
  
  I am rejecting this response because:  there's no other words you can say.  Your company is not customer based.  My contract was an ETA of 8am-9pm. I wouldn't have minded being late. Not arriving until 8pm is way beyond late. Your answer is not good enough.  I will make sure your yelp review reflects your unprofessional way of handling your company.  
  
  Sincerely,
  
  ***************************

• 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:04/19/2024

  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.

  This company nothing but scam and should be investigated for scam by using their contractors to perform under paid job while they vacation not giving contractors proper information about the job setting them up for failure there is always more work than what you are paid and sometimes job require two person they deactivated my account because I told a customer I cant proceed with job because lack of information and the customer adding on more stuff stating its hour job I must do it.next thing I know my account was deactivated simply mean that customers always going to be right and that was my first job bad company very unprofessional just need all my personal information off this platform never again.need a explanation how Im going to be paid for po job #******.

  

  Business Response

  Date: 04/22/2024

  Thank you for sharing your feedback about your experiences as a Contractor with LoadUp. I did look into the issues you listed and found that yes, you were removed from the platform due to you advising the customer you were not completing the order. This was not appropriate as instead any such communication should have exclusively came to our offices so we can have another Loader complete the order. Our goal is to provide our customers with seamless services which is why we have thousands of loaders nationwide as backup in case one cannot do a order, as was the case with you. As far as being paid for the order you did complete, as you know we run payouts every Tuesday for the previous week.  As that order fell in last week, it will be processed for payment Tuesday.
  
  Thank you

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21597227
  
  I am rejecting this response because:this company is abusing company that want to send you jobs with wrong information once accepted the only way you find out is when you start communicating with the customer or go to thier house you see a lot more stuff to get done differently from what was sent by LoadUp to you instead they apologize and fix the issue they keep doing it as a practice to not give you enough information for you to be aware of what you doing and I did not cancel the job customer did cause I told her I have the wrong information from what she is given me and what LoadUp giving me so I cant proceed until she said she will cancel and want a full refund they nothing but thieves and liars it addresses that same day I completed a job with no issues because they dont want to pay me they stated my background check have a fee that was not explained to me when signing up its a hidden fee then they blame me that I cancel the job because they dont want to pay me for my job done I got kids and family **** some terrible human being taking others labor time and money to better off your company.All I want is my pay for my job I have done and me to get access to delete all my information of this platform.
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 04/23/2024

  Thank you again for sharing your feedback. Once again, any monies due will be paid as part of normal payout processing starting on Tuesday.  yes, there is a background check fee that was disclosed as part of the initial paperwork you completed when signing up for service.  I do apologize you overlooked it. As I assume you agree, background checks on anyone going to someones home are critical to ensure the safety of all individuals involved. As such, any contractor who contracts with LoadUp is required to pay for and pass an extensive background check.  When you get to this point in the process, you can choose to walk away. However in your case, you accepted the terms and moved forward, resulting in the background check being performed and a feee assed to cover the partial cost of said background check.
  
  Thank you again for your feedback and please check your email for a purchase order to initiate payment.

• 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.