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:08/13/2023

  Type:Delivery 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.

  Ordered a furniture pickup service 4 days before needed and was confirmed by Loadup. Got a window for Sat morning, from 8-noon for pickup which got extended to 8pm. Got a call from the driver outside my house asking if anyone was home and confirmed someone was home but it wasnt me. He proceeded to leave and not pick up the furniture and claimed that no one was home. Load up offered to pick it up the next day and the window they gave they were unable to do it and wanted to reschedule again. Strongly recommend not using this company.

  

  Business Response

  Date: 08/16/2023

  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: 08/19/2023

   
  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:08/11/2023

  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 had two movers from LoadUp come to my house on 8/10/2023 to move four pieces of furniture from my garage into my house. I was sure that the job wouldnt take more than an hour to complete, but the customer service rep insisted that I add a second hour to my order just in case, despite my insistence that it wouldnt take that long. When the movers arrived, they did the job in a hurry because they were in a rush to get to their next job. They had no intention of giving me a full two hours of their time, though thats what I had paid for.The movers scratched my newly refinished floor in the process of bringing the furniture upstairs. When I called LoadUp after they left, I told them that the movers had scratched my floors, and I asked for the money back for the second hour of labor that I wasnt needed. They approved the refund, but then instead of giving me my $100 back, they actually CHARGED ME another $100. I then learned that the company holds its independent contractors personally responsible for any damage done during a job. They withheld $1,500 from the contractor, who then (likely out of desperation because he seemed to really need that money) harassed me for the rest of the night to get the issue resolved. The company doesnt even handle damage claims itself. It forces its independent contractors, who are understandably upset about the complaint and subsequent loss of a great deal of money, to resolve the issue with the customer directly. This puts pressure on the customer to make ***** decisions for quick resolution. Though Im sure its somehow legal, this is a VERY unethical way of doing business. How can a contractor whos just had money taken from them possibly be expected to calmly and logically resolve the issue with the customer? And why doesnt the company have insurance so that its contractors dont need to be held personally liable? This is a bad company that exploits its contractors.

  

  Business Response

  Date: 08/11/2023

  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 labor 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.

  As far as your comments on our contractors. Attached is a screenshot that explicits states our Loaders are third-party contractors. They sign up, with the agreement knowing that damage claims are to be resolved with the customer by the contractor themselves. So no, we are not exploiting our contractors, as they know this information prior to going out to complete their orders. If a Loader tells you they did not know this, they are not reading the required resources they have at their disposal or potentially are being dishonest. Please let me know if there's anything else we can help you with by reaching out to ************************************* I apologize for the inconvenience and hope you have a great rest of your day. 

   

• Initial Complaint

  Date:08/04/2023

  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.

  On 7/31/2023 I scheduled a request to pick up a couch from my sons apartment in *************. I received confirmation that it would be picked up on 8/2/2023, between 8am and 8 pm. The couch was placed outside, for pick up on 8/1/2023. I received a text from LoadUp @ 10 am, stating they ran into issues and would update me when they were able to pick it up. I did not receive any updates or contact from LoadUp the rest of the day. At approximately 8:30pm, I sent an email to them requesting to cancel my pick up request and refund my money. LoadUp then stated they dropped the ball and offered a 10% discount and stated that they could pick the couch up on 8/4/2023 between 8am and noon. I stated that it needed to be guaranteed with no changes, they verified it would be. On 8/4/2023 @ 10am, I received a text stating that they ran into issues again! I immediately called LoadUp, cancelled the order completely and demanded a refund of the Total money I paid $127.30. I was advised that I would receive the refund back to my debit card within 2-3 business days. I searched and found a local company that came and picked the couch up at 1:30pm on the same day, 8/4/2023. I paid that company $128.00.

  

  Business Response

  Date: 08/10/2023

  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: 08/10/2023

  I would like LoadUp to clearly state on their web site/page that they do not provide the loaders/haulers themselves, but contract the work out. Once a consumer placed a request, LoadUp looks to find someone to fulfill the request/pick up. 
  This is not currently listed on their web site/page.

  

  Business Response

  Date: 08/11/2023

  *******, 

  It is listed on our website currently here under our terms and conditions. 

  *******************************************

  Attached is a screenshot as well. 

  Thanks, 

• Initial Complaint

  Date:08/03/2023

  Type:Delivery 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.

  Date: Aug 2, 2023 Money: $384.00 Commitment: To match me with a 'capable independent contractor' to remove donation items (2 large desks)Dispute: I was sent an incapable independent contractor. After I sent photos, I booked a time 12 noon, loader arrived by 5:20pm without any space for my items. Loader came in a rented U-Haul trailer bed, and personal truck without any protective gear for safe item removal Order ID #: ****** Resolution: They have refunded 50% for doing nothing. I had to call *****- GOT-JUNK to come by 7pm that night to get the job done.

  

  Business Response

  Date: 08/03/2023

  Hello Runo, 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: 08/05/2023

   
  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,
  
  Runo Okiomah

• Initial Complaint

  Date:07/31/2023

  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 July 28,2023 I booked services through LoadUp online for July 31, 2023 (****pm). The company states on there website if they are unable to fulfill your request you will be refunded. Well they actually will contact you the day of to let you know they are unable to fulfill services and then submit it as if you are making a last minute cancelation - and keep your money after providing absolutely zero promised services.

  

  Business Response

  Date: 08/09/2023

  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 partial refund, but please do not hesitate to reach out to us at ************************************ and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:07/17/2023

  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.

  I ordered service online to have treadmill removed . I paid $204 upfront. I received a phone call at 8 am from a driver stating he was on his way. By 7pm, no one ever showed up. I tried contacting customer support online and there was no support. They never gave me an order number and by text they ask for this number which is never given to you . I tried finding a number to call and it only would send you to an automative voice where someone would text you. You can never actually speak to a live person.. I wish I wouldve seen these reviews before I wouldve never call these people theyre horrible

  

  Business Response

  Date: 07/24/2023

  *********, 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. 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 bringing this to our attention. We've gone ahead and issued you a partial refund. Please reach out to ************************************ if there's anything else we can help you with. 

• Initial Complaint

  Date:07/01/2023

  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.

  Contracted with Loadup on 6/28 for removal of 2 pieces of furniture that was scheduled for 6/30/23 between ****pm. They were told furniture had to be removed that day as other work was also scheduled. They said it would "not be a problem". They required payment in full at the time it was scheduled (should have known right then it wasn't legit). I requested to pay 1/2 deposit and balance on completion but they insisted on full payment and guaranteed it would be done. Around 11am on 6/30/23 husband received a call from them with their (obviously scripted) excuse of delay and extended window until 8pm. Around 5pm I began reaching out to them to get an ETA. I received a phone call from a representative who gave me the same scripted message. He asked if we could reschedule for 7/6 and I told him"No". I asked point blank if it would be done as contracted or if I should make other moving arrangements. He said he would leave it scheduled with the 8pm window then contact us to reschedule for next week. Received email about being rescheduled for 7/4. This is still unacceptable. This appears to be an ongoing issue for this company. If they don't have a mover who can do the work, be honest and don't make promises you cannot keep. This is a deceptive business model! I expect a FULL REFUND!

  

  Business Response

  Date: 07/02/2023

  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: 07/03/2023

   
  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:06/27/2023

  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.

  I ordered service online to have tree debris removed from my yard this past Friday. I paid $394 upfront. I received a phone call at 8 am from a driver stating he was on his way. By 7pm, no one ever showed up. I tried contacting customer support online and there was no support. My account number could not be found. I tried finding a number to call and it only would send you to an automative voice where someone would text you. You can never actually speak to a live person. Someone claimed they would reschedule me for Monday 6/26/23 at 8am. I received a call by 8:30 from someone that he was on his way and again no one ever showed up. I tried calling again and I was told that my service was on hold because on Friday I reached out to PayPal complaining about them requesting a refund. Although they supposedly had worked everything out by rescheduling me they claim now it was on hold. I then researched and saw all the exact same complaints. They get your money and don't ever show up. I am requesting a full refund. Not 50% as they claimed I could get on Friday. I never received a call, an explanation until I called hours later. They are ripping people off and should be shut down!!

  

  Business Response

  Date: 06/28/2023

  *******, we greatly appreciate all feedback as it helps us provide a better, more reliable service. LoadUp prides ourselves on delivering superior service for each and every customer and it appears we may have not met that standard in your circumstance. I believe we had an agent get in touch with you to discuss further. Please do not hesitate to reach out to us at ************************************ and let us know if there is anything else we can do for you.

  Customer Answer

  Date: 06/28/2023

  Load up emailed me today 6/28/23 regarding the matter.  I requested a full vs a partial refund.  Although it was noted in the email that a refund would be issued; they failed to acknowledge the amount which should be the full amount of $394. They stated that this would be refunded to my PayPal account.  I have opened a complaint via PayPal but they have not responded nor initiated my full refund.  Therefore I am waiting confirmation from Load Up. I meed them to professionally acknowledged those terms...the full amount,  communicate with PayPal and initiate a refund before I accept the terms. I will not be bamboozled again.  

   

  Thank you

  

  Business Response

  Date: 06/29/2023

  Hi *******, after looking through our records and speaking with our agents, it looks like we had to cancel your order because once PayPal opens a dispute, we at LoadUp cannot close it. I have confirmed that you will receive your refund in full, $394. Once PayPal dispute is won, you will receive the refund in full. We apologize as it is never our intention to mislead anyone with our services or have anyone feel bamboozled. Please reach out to ************************************ if there's anything else we can help you with. 

• Initial Complaint

  Date:06/23/2023

  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.

  We booked a pickup 5 days after my dad passed away, thinking that we needed to have his apartment cleared out by the end of the month. We were charged $683.10. We then learned that we were required to give 30 days notice, so we cancelled LoadUp 2 hours after we booked it. Since we had more time to clear out his apartment, we were able to schedule a pick up from ************, a charitable organization that helps homeless veterans. Loadup refunded $546.48. We were shocked that they charged ** $136.62, a 20% cancellation fee. In our stress and grief, we did not take the time to read their cancellation policy when we booked the service. We understand that it is their policy and the terms are in the fine print, but we feel it is heartless and unethical to charge us $136.62, when they did absolutely nothing for us. Our appointment was in their system for 2 hours. We reached out to them by email but they denied our request for a refund.

  

  Business Response

  Date: 06/27/2023

  ********, thank you for leaving a review and voicing your concerns. I wanted to offer my condolences for your situation and I apologize if your experience with us was unpleasant. I believe we have had an agent get in touch with you to explain further our policies and what we can offer in this situation. Please don't hesitate to reach out to ************************************ if there's anything else we can assist you with. 

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20227728
  
  I am rejecting this response because:

  Charging me $136.62 for having an appointment on your schedule for 2 hours should be a crime.  I feel like you are stealing my money just because you can.  You did absolutely no work to earn this money.  Just because it's your cancellation policy, it doesn't make it right or fair.  I am very disappointed in your company.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2023

  ********, I apologize for the inconvenience this has caused you. We are working as a team to get this resolved. I've been informed our team has reviewed the history of your order and will be in touch with you about further steps regarding a full refund. Please reach out to ************************************ if there's anything else I can help you with. 

• Initial Complaint

  Date:06/21/2023

  Type:Customer Service 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.

  They were supposed to pick up some items last Wednesday and they still have not shown up. The stuff has been sitting in our driveway for a week now. Communication has been terrible. They were supposed to be here today between 6-7 pm and it is now 8:30 pm with no call or text to tell us anything. They have you pay when you book your appointment so I would think twice if you are thinking about using this company. I will never use them or recommend this company to anyone.

  

  Business Response

  Date: 06/27/2023

  ****, thank you for leaving a review. We apologize for the issues you have experienced throughout this process. Sometimes delays occur, and to your point this is unacceptable and I greatly apologize for keeping you waiting. The best thing we can do in this situation is communicate effectively. I believe we've had an agent get in touch with you to get this order rescheduled. If there's anything else we can assist you with, please reach out to ************************************ and we'd be happy to make this a positive experience for you. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20218763
  
  I am rejecting this response because it was rescheduled for today and once again no one showed up. It has been over 2 weeks that this stuff has been sitting in the driveway. You have been given numerous chances to correct the situation and have failed every time. Enough is enough. Refund the money because we are having someone else pick it up. Clearly your company is not capable of doing what you were paid to do. We paid to have stuff removed not to haggle. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/06/2023

  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 at ************************************ and let us know if there is anything else we can do for you.