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:03/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the LoadUp platform. I was charged $350 for access to jobs, but the jobs provided are far from profitable.For example, I was offered a job to remove and dump a sofa for only $55. This job required two men and a truck, and the nearest dump charged a minimum of $29. That left just $26 to cover labor, fuel, and vehicle expensesfor a job that took three hours. This is simply not sustainable.I expected fair and competitive compensation for the work, but instead, I am being offered jobs that barely cover costs, let alone allow for any profit. At this point, the $350 fee I paid feels like a waste, as the platform does not provide worthwhile opportunities.I request either a refund or an adjustment to the pricing structure to ensure fair pay for labor and expenses. Please let me know how you plan to address this issue.

  

  Business Response

  Date: 04/01/2025

  Thank you for taking the time to share your feedback. Loader Subscriptions provide early access to orders ahead of non-subscribers and other plans, depending on the plan you selected. These subscriptions do not provide high-value orders, nor are marketed as such. A Loaders ability to generate profit on an order depends upon a multitude of factors such as fuel, disposal fees, and labor. Within your service area, there were over ******************** March, plenty of these orders were within your subscription's time window. LoadUp does not take responsibility for the orders you accept or ignore. Please reference the Loader Terms of Service if you want any further clarity.  
  
  Again we appreciate your feedback, not all platforms are for all contractors, if ours isn't for you, it is totally optional to utilize and is at your discretion as a independent contractor. That being said, I am open to discuss this further if you wish.  Please feel free to contact me directly utilizing the included contact information.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Showed up a half hour late took 30 minutes chain smoking in front of t of my property. I asked before I left if they needed to charge me for more they said no. Upon leaving the property, they went ahead and decided to text my phone making threats and saying load up didnt pay them enough, DO NOT HIRE THIS COMPANY!!!

  

  Business Response

  Date: 03/19/2025

  Thank you for taking the time to share your feedback with our team.  LoadUp's goal is one simple thing, offer our customers a simple, hassle free junk ******************** solution. I reviewed your order history with my team and I cannot apologize enough that we missed that ****. The contractors in question did not meeting our standards and have been removed from our platform. I am happy to see that we sent another team and they successfully completed the work. That being said, I appreciate you speaking with my team and sharing your feedback.  Good or bad, we appreciate the feedback as it allows us to continually evaluate our services and contractors with a goal of always improving.  Thank you again for your time and business.  If we can be of assistance in the future please do not hesitate to reach out.

• Initial Complaint

  Date:03/11/2025

  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.

  Ordered couch pickup online for 3/11/2025. Received email confirmation for pickup on 3/11/2025 between 8am -noon. Called loadup several times and they are unable to pickup per ordered service time. Requested full refund.

  

  Business Response

  Date: 03/11/2025

  Thank you for taking the time to share your feedback.  I did review your order and can see while we did locate a team to complete the order, they were not available within your time table. I do apologize for this situation. The agent you previously conversed with already informed me of this occurring and we have already processed a full refund. Again, let me offer my apologies this occurred.  If there is anything I can do in the future to assist, please do not hesitate to ask.

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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 signed up for the service, thinking I needed to have junk, hauled away while I was in the middle of my move. But within hours, my moving company took care of the junk for me. I requested a cancellation from load up, and even though I had only scheduled it hours earlier, they refused to cancel and refund my money.

  

  Business Response

  Date: 02/27/2025

  Thank you for sharing your experience with our team. Let me first apologize for this situation. In reviewing the order and communication, I can confirm the order was canceled as you requested and the appropriate refund already has been processed.  According to the Terms and Conditions you agreed to upon placing your order (found at **********************************************************************) upon placing your order you agree that any cancelation will result in a cancellation fee. This fee is 20% if canceled prior to the day of service and 50% if canceled on the day of service. This fee covers a portion of our costs associated with processing your order and locating, negotiating and securing a contractor to handle your order, which happens immediately upon you placing your order.  That being said, in this case we have approved and processed a full refund of your payment.  If we can be of assistance in the future, please do no hesitate to let us know!  Thank you

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been refunded. Thank you so much to everyone.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/23/2025

  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.

  On 12/27/25 I scheduled and paid LoadUp to move 8 larger pieces of furniture from our apartment across the street to our new townhouse scheduled for 1/18/25 and later rescheduled to 1/19/25. The items were described and we were charged accordingly.On 1/19/25 LoadUp sent 2 movers. The movers damaged 5 of the items and damaged the walls in the hall of the townhouse due to careless and unprofessional handling of the items. On top of that the movers enlisted myself and my brother to help move some of the items (which should not have happened as they had a list of what was being moved).On 1/20/25 my wife called their customer support line it inquired about how to proceed and see if the movers accidentally took our doormats with them. I followed up with them on 1/21/25 and received an email from ***** ******* with instructions on how to file a damage report. Photographs and pictures were submitted to their customer support team.On 2/6/25 I received a phone call, text and email from ******* ****** in customer service asking me to detail what happened. Since then I have received communication from ****** Saniyah, ******* ******, Tamoya and *****. I typically will only receive correspondence after I receive a generic survey text that I respond to about my dissatisfaction. I have since had to submit another damage report (not sure if the original expired or was never processed).So far, the only updates I have received from them are they will try to get me updates as soon as they can and they are diligently working on the issue to get it resolved as quickly as possible.The last correspondence with them was on 2/22/25.

  

  Business Response

  Date: 02/25/2025

  Thank you for taking the time to share your experience with LoadUp.  While we are very proud of our exceptional success rate and dedication to the safety of the areas in which our contractors work, there is the rare occasion where an issue can arise such as you described. I do apologize for this situation and I assure you we take it very seriously. Our claims manager is investigating this situation based on the information provided to us, has contacted the contractor to notify them of the claim and will be in touch with you shortly with the new steps.  Again, my apologies for this situation and I am confident the contractor and claims manager will be able to resolve this swiftly. 

• Initial Complaint

  Date:02/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered junk cleanup services on 02/20/2025, with a medium truck load. The driver arrived but did not provide any service. He only wanted to collect furniture, but my junk consist of a pile of wood. Their cleanup services does not indicate that wood cannot be collected. The driver left without doing any work. They later only issue me a half refund. It was loadup which breached the contract and not offering service. This is a scam. They first pretended they can offer service which includes labor cost. They then find excuses to not do the work so they can automatically keep half of the money.

  

  Business Response

  Date: 02/25/2025

  Thank you for taking the time to share your experience.  Our aim at LoadUp is to provide a seamless and simple solution to junk removal. Base *** your statement, we have missed that **** and I do apologize for that failure. I can confirm all funds have been refunded and we have taken appropriate action with the contractor involved to ensure this cannot occur again.  Again, let me offer my apologies and if we can assist in any way, please do not hesitate to contact us.

• Initial Complaint

  Date:02/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company was listed as local business with local phone number. Clicked option for preferred contact via email to keep my records straight. However I received a call from a call center using fake American names. Price quoted was higher than I was interested in and I passed on service. Company has continued to contact me from a spoofed local phone number going straight to my voicemail promising "significant discount". Calls returned to both the 844 number and local number lead to call center where they offer 5%-10% off then tell me the same pre-discount price. I've told them twice to stop calling me and they continue to do so. Nothing about this business seems legitimate.

  

  Business Response

  Date: 02/18/2025

  Thank you for taking the time to share your feedback with our team.  Let me first reassure you, we are very real.  LoadUp is based outside *******, ******* with the majority of our staff located in the ******* area and the remainder throughout the country. We have served over ******* customers and removed, assembled and/or disassembled over a million of items in all 50 states.  We work with thousands of local contractors to ensure all the work stays in the local economy.  You can learn more about us on our website - *************************************************; If we can be of further assistance, please do not hesitate to ask.

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/1/2024 I ordered a pick up of a king sized mattress and box frame from Loadup, a junk removal company. My credit card was charged on that day as well for ******. They said they would let me know when they would pick it up. I didn't hear anything. I needed to get it out of here by the holidays so I called another company on 12/8/2024 and they were here within a couple hours. Weeks went by and there was never contact. I thought they had decided they didn't want to do it. On 1/2/2025 I got an email from Loadup telling me they were on their way and would be here in 30 minutes. When they arrived, I told them I didn't need a pick up anymore as I had to hire someone else to remove it. It had been 33 days since I ordered the pick up. I looked at the email they sent and it says the order was placed on 1/2/2025 and they were on the way. They have lied about the pickup date I ordered. They made it up to be 1/2/2025. I have proof of the charge to my credit card on 12/1/2024. They will only refund me 50% because I didn't cancel 24 hours ahead of time. First of all, how could I cancel 24 hours ahead of time when I had no appointment. They have proof of the payment on 12/1/2024 if they would reconcile their bank statement. They are scamming me and trying to cheat me out of my full refund. I have had many items picked up from other companies and have never had a pick up take 33 days. The proof is the date of the credit card charge and them changing the date of my order.Thank you.******* ***********

  

  Business Response

  Date: 01/06/2025

  Thank you for taking the time to share your experience with LoadUp. I apologize that it did not meet our standards of service and I can assure you we take issue like this very seriously. I did review your order and found that yes it was placed on Dec 1, 2024, however the due date selected at that time was 1/2/2025.  It appears there may have been some confusion upon booking the order online and I apologize that occurred.  We have issued a full refund back to you.  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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.

  This company offers contract work under a 1099. What they do not tell you is the platforms they recommend you use to be paid will not accept payment from this company. I have had two accounts closed as soon as this company makes a payment. At some point they must have committed fraud, so now neither square nor quickbooks will accept payment and close accounts immediately. I am owed $3,100 as a contractor for them.

  

  Business Response

  Date: 12/11/2024

  Thank you for sharing your feedback with our team.  I did look into your claims and I was happy to see that we have payment confirmation receipts on the purchase orders you mentioned. Further, we make quite a few payments to contractor's utilizing both services your mentioned every week without any issues for many years. If they are closing your account, it has nothing to do with us and I would suggest you reach out to those services you choose to utilize to discuss it directly with them.    Again, thank you for sharing your concerns, our team will reach out to you as well to discuss any concerns you have further.

• Initial Complaint

  Date:11/30/2024

  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.

  Load Up's recent service and business practices, which I believe are deceptive, misleading, and in violation of customer service ************ experience with Load Up was nothing short of frustrating. First, I scheduled a junk removal service, expecting timely and professional service. However, the company decided to cancel my appointment at the last minute, leaving me with no option but to rearrange my schedule and find an alternative. This cancellation occurred without prior notice or explanation, and I was left in a situation where I had no choice but to bear the inconvenience. Furthermore, when I attempted to contact Load Up to request a refund for the service that was never provided, I was met with unhelpful responses. Despite my clear request for a refund, I was informed that they would not refund my money, a decision that I find completely unjustifiable. The cancellation was entirely within their control, and it is unreasonable to keep a customer's payment without delivering the promised service.Adding to the frustration, Load Up does not provide any legitimate avenue to leave a review on their ****** page, making it impossible for customers like me to voice concerns about their poor practices. This deliberate action seems to be an attempt to suppress negative feedback and avoid accountability. When trying to resolve the issue, I was kept on hold for over 30 minutes each time I called, with no clear resolution in sight. After such a lengthy wait, I finally spoke to a representative, but the response I received was dismissive and unhelpful. These actions, seem to go against Better Business Bureau (BBB) standards. The BBB's code of business practices requires that businesses be honest in advertising, deliver services as promised, and treat customers fairly.

  

  Business Response

  Date: 12/02/2024

  Thank you for taking the time to share your feedback.  I have reviewed your order and found that the local contractor assigned did unfortunately have to cancel.  While very rare, this does happen in the case of an emergency, weather or mechanical issue. I can also see that the agent you were in contact with requested a full refund, which was processed shortly there after.  I apologize for this situation and please let us know if we can be of further assistance in the future.