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:06/18/2023

  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 6/16/2023, contacted Load up for services for 2 men to help load and unload a truck for approximately 2 hours. Service date was scheduled for 6/17/2023. Requested time of 9 AM, due to renting a truck. I was charged $354.00. Was advised on 6/16 at 8:30, when I called to confirm that the loaders would be there, I was advised that they were unable to find the help. Through several attempts at 11:30, no help was still available. I advised at that time, that I wanted a full refund and also requested an additional fee due to renting a truck. They advised that I would only receive 1/2 of my refund. 1/2 of a refund was issued. I am requesting a full refund since services were not provided and in addition payment for $184.07 for the truck rental. Thank you

  

  Business Response

  Date: 06/21/2023

  *********, 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. Please reach out to ************************************ so that we may have the opportunity to make this a positive experience for you.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20203671
  
  I am rejecting this response because they did not provide a service on 6/16/2023. I was given a window of 8AM- 12PM. At 11AM, I was informed that no help was available. I was provided 1/2 of a refund. I had constant communication with customer service on 6/17/2023 regarding my dissatisfaction. I  also asked to speak a manager multiple times. Load up charged me for services that they did not provide. Again, I am requesting the remainder of monies that were paid for services in the amount of $177.00 in addition $187.00 for a truck rental. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/22/2023

  *********, we apologize for the trouble you've experienced with our services. We are going to process the full refund for you, but we cannot cover the cost of renting a truck. We are not responsible for your decision to rent a truck, only for our services. Once we again we apologize for the inconvenience. Please reach out at ************************************ if there's anything else we can assist you with. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20203671
  
  I am rejecting this response because: The truck was rented and reserved. I paid Load up and truck rental in full for a reservation, with the understanding that I was going to have 2 loaders/unloaders. I was not informed until 11AM, that no help was available. The truck could not be returned for a refund due to Load up not having available loaders. Again, I do expect the remainder of the monies paid to Load Up for services that were not provided in addition to the truck rental money that was also lost. thank you 
  

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/14/2023

  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.

  July 14 2023 Company issue with LoadUp *********** advertised a partnership agreement. In this process they require partnerships with local hauling and service companies. The information the request is Copy of drivers license, SS # , copy of insurances documents , general liability, ************* documents, home address, pictures of trucks and pictures of license plates. I supplied all this information after I was sent a private email from ********************* ******************************************************* | LoadUp mobilePhone************** emailAddress *********************************** website ************************************* After I supplied all my personal information. I get an email stating sorry we do not need any more venders in your area it was full. I feel like this is a scam to get personal information and falsely advertised to the consumer. I am not happy now have to monitor my credit information.

  

  Business Response

  Date: 06/21/2023

  Bill, 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. As far as your concern, LoadUp does not scam people into giving out their personal information. There are times where we don't have the capacity to take on any more drivers in the area and unfortunately that is not determined until after someone signs on to become a Loader. We are not here to keep your personal information for any other reason than to get people signed up on the app to become Loaders.

  Please do not hesitate to reach out to us ************************************ and let us know if there is anything else we can do for you.

• Initial Complaint

  Date:06/09/2023

  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.

  I placed an order on 6/8 for a couch pickup on 6/9. My order was confirmed. The next day, there was no arrival within my window of ****. They asked to extend the window to 8-8 so they could get a driver. I agreed. They didnt make any effort to send a team to pick up my item. Contacting them is a mess, they have no one on the phones and half of their email addresses dont work. They texted me for a while but have since stopped responding. Their policy is a 20% fee taken for cancellations. I want that waived because they made no effort to complete the service I paid them for. I need a full refund.

  

  Business Response

  Date: 06/12/2023

  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.

• Initial Complaint

  Date:06/07/2023

  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.

  Called to have boxes and pallets Removed they only took the boxes charged me 125$ then told me the pallets Whr not included in the quote. And the lady was very unprofessional.

  

  Business Response

  Date: 06/07/2023

  ******, 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. Please reach out to us at ************************************ and we would be happy to assist you to resolve this issue.

• Initial Complaint

  Date:06/01/2023

  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.

  We was supposed to receive a pick up on March 31 and nobody showed. When inquiring we get no response besides filling out a survey on how well they are doing. On June 1st we still haven't had a pick up and still haven't got a response. We have texted, called, emailed and have got nothing back. They was quick to respond to tell us the original $400 was not enough that an additional $150 was required. So we paid $550 for junk to be picked up and after days of waiting it's still sitting in my front yard. Now we are getting complaints to my HOA about the mess.

  

  Business Response

  Date: 06/05/2023

  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.

  Customer Answer

  Date: 06/05/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:05/31/2023

  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.

  Paid $200 + in advance to have items removed from house after move. *** jobber business sent one guy with a pickup truck unable to handle the items I wanted removed. Rep ********** and and refused to send additional help OR to refund my purchase. Misleading booking process, uncooperative reps, frankly, a ripoff. They do nothing but post your job on some other site. Have no real working employees just a bunch of suits ripping off hard working Americans.

  

  Business Response

  Date: 06/02/2023

  *****, 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. Please  reach out to ************************************ so that we may have the opportunity to make this a positive experience for you.

• Initial Complaint

  Date:05/31/2023

  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 requested a pickup service for yesterday and got numerous calls and texts confirming the removal pickup. AFTER the 4-hour time slot had lapsed, I get a text saying they rescheduled my appointment to another day or I can choose to reschedule. I've attempted to reach them numerous times but their customer service is an absolute joke. They do not respond to any questions nor can you speak to anyone. They keep saying reach out by text but they don't respond with any information except a link to reschedule. They also keep texting from a variety of different numbers so you can't get a proper answer. Based on other complaints I've read on this site, it's clear that they are not a legitimate business that follows through on the service that is purchased. I would like a full refund of the charges immediately as they did not fulfill the service.

  

  Business Response

  Date: 06/02/2023

  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.

• Initial Complaint

  Date:05/30/2023

  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.

  I contracted with them to remove a 3 seat sofa from my rental condo. I booked this at least a week in advance and the schedule was supposed to be May 28th between 12 and 4. I received an automated call around noon saying the 'loader' was assigned and he would be in touch.I heard nothing from the loader for the next hour so texted him 2X without a response. I then called him around 3:30 PM and it went to voice mail, I did not leave a message. Finally, at around 4:15 PM I called again and the loader started giving me all kinds of excuses about why they were running late. Had he texted me back earlier I would have no problem with it. He then lied and said he called me earlier and it went straight to voice mail, there is no record of this phone call on my mobile phone. He said he could still do the pick up but didn't give me a time; I asked if 5:15 was reasonable and he said 'Yes' although he had no intention of making it by that time.After thinking about being lied to for a few minutes I decided not to let him in my home and texted the home office number on the website. They claimed that he was already on the way and their terms include a disclaimer that they are not responsible for missing time windows and there would be a 50% cancellation fee. Their website also says that they would be in touch the day before should this be a probability and if it was they would call me. I never received any phone call until the automated call near the beginning of the time window for pickup.The cancellation fee is unfair and violates their website provisions, I want a refund of the 50% cancellation fee.

  

  Business Response

  Date: 06/02/2023

  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 the 50% 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: 06/03/2023

   
  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:05/28/2023

  Type:Service or Repair 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 was order number ******. LoadUp was supposed to collect a sofa from my apartment on Saturday, May 27, 2023 between the hours 4:00 p.m. and 8:00 p.m. (16:00 -20:00 hours). At 4:11 p.m., I received an email stating that a driver named ****** was assigned to me. I was supposed to receive a confirmation call from him and never did. I texted the number they gave me to contact him, since nobody was showing up at my location, and there was no resresponse. After being confused about an email I received that claimed that the driver tried to contact me and the company tried to contact me, but I was "unreachable," I tried to call the number issued to me that led to ****** and he claimed that he tried to contact me, and I asked him which number he tried to contact and he could not answer that question and said he no longer had it, because the order was no longer available to him (but he could have checked the outgoing calls list on his phone and figured that out, if he did call). He was a bit rude and unprofessional with me and inquired if I was calling him a liar. I do not know what occurred on his end, so I did not make that claim to him, but I know I received no calls. The email responses were polite and professional, and I was offered to reschedule, but I told them no, because I now have a distrust for the company and want my money back. I received no response yet after requesting I wanted a refund, and my debit card was charged $151.34. I suspect that this is either a scam or a poorly run company.

  

  Business Response

  Date: 06/02/2023

  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: 06/02/2023

   
  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,
  
  A O

• Initial Complaint

  Date:05/20/2023

  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 scheduled a week ago on May 13th for pick up of two ottomans, a sofa, loveseat, two book shelves, an executive chair, one king ********************** and frame for May 20th. I am chronically ill and disabled. My husband is active duty military. We recently bought a home and these items. The furniture is all new (6 weeks old or newer) and didn't end up fitting in the home. As a result, we wanted to donate them to a good cause. We chose Load Up and scheduled such on May 13th. The total was $390.60. Which is a LOT of money to pay someone to simply pick up furniture and take it to a donation place for **. But we figured it would be worth it. Throughout the week, I moved the furniture to a central location in the house and my husband who is active duty military reserved the day (May 20th) to be home. He works 16+ hour days and weekends are our only days to get things done. On the morning of the 20th, my husband got a text saying we'd been assigned a loader "*****." At 8:31am, my husband responded via text (their preferred communication) that there would be more than just one loader as we have so many large items. He texted three times and never got a response. At 2:41, we got a text from an *****************- not answering any of our questions- but to let us know there was a delay and we had actually not been assigned a loader. They then asked us to reschedule which we declined. We requested a full refund due to lack of services provided given they had an entire week to prepare. We were then told we'd have to pay a 50% cancelation fee despite the fact that they fulfilled no services whatsoever. That is unacceptable as no services were fulfilled whatsoever. They issued a partial refund, but we'd like a full refund. Furthermore, we found ***** to be manipulative with his diction, inattentive, and the entire thing is remarkably disorganized. This has caused tremendous undue stress and has been a huge waste of time, energy, and resources. We expect a full refund immediately.

  

  Business Response

  Date: 06/02/2023

  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.