LoadUp
reviews and complaints

Save yourself the headache, reconsider before joining LoadUp as a vendor.

A month ago, I signed up for the 'Connect' program, was told I only had access to these orders. However, I received a 'Standard' order with conflicting SOPs on my first job. I faced moral dilemmas over an appliance removal's warranty as a result. LoadUp support added even more confusion to the situation insisting I destroy it. Hunting for a place to junk it took three hours of my time and off my route.

After completing the task, LoadUp said they would increase my payout due to inconvenience, yet the final invoice they told me to submit did not reflect that. To add insult to injury, they deducted $30 for a background check charge. Seeing 'Standard' orders integrated into the app and NO "Connect" orders coming in, I reached out to cancel, seeking a refund. My account manager advised waiting until the second month, but I insisted on an immediate refund, risking the potential for another credit card charge.

On Jan 24th, my account manager called to deny a refund, claiming I ignored a 'Connect' order. Feeling deceived, I questioned why big corporations evade accountability, unlike small businesses. This experience has been far from positive.

LoadUp is not a customer first business, and the reason I know this, is they are ok with stealing money from small businesses who service their clients.

LoadUp's resolution to the entire matter was summarized by basically calling me a liar, denying any sense of wrong doing, denying my refund, and trying to get me to signup an additional month.

I own a vacation rental in the mountains about 4 hours from my home. My wife and I come up once a month for maintenance. Over the past year I had accumulated "junk" that I needed to get rid of, so I called LoadUp. Based upon my description and photos I sent they quoted me $398. Before I signed up my very specific question to the "customer service" person was "Is this fully refundable if I cancel?" "YES" was her reply. I was hoping for next day service but they couldn't promise that, which I understand due to the somewhat remote location, but they did tell me no more than two days. Well, something came up at home and my wife and I needed to leave the next morning, the day of the *potential* junk pickup. It was fully refundable, so no problem! WRONG.

As soon as I discovered we had to leave I immediately called them to cancel. I was told they had to "review" my order. Shortly thereafter I received a "refund" email from them, indicating my $318.40 refund, leaving $79.60 charged to my card. I immediately called them to point out the discrepancy.

I ended up speaking to a few different people and even exchanging texts with one. I was told my order was *not* fully refundable since I canceled the day before my potential appointment. I pointed out that I canceled an hour after making the appointment. I further explained my situation and that I had to leave early - and that I would reschedule with them but I didn't know when I would be back up. "Sorry," I was told.

The second person I spoke to even CONFIRMED that in my account notes it was entered by the previous agent that they "promised a full refund." It was in my notes that I would get a full refund if necessary, yet they somehow "couldn't" do it. Here is what I was told, verbatim, over text:

"Please keep in mind that to get a full refund, you must cancel within 1 hour after placing your order; a full refund cannot be issued for this order at this time. We are very sorry for any trouble we may have caused you."

To which I responded:

"It was one hour. And it doesn't matter if it was one day, one week, or one month, you GUARANTEED a full refund if I canceled. You owe me a full refund as it was promised to me. It's in your own notes. You cannot now sit here and apologize for the "trouble" when you are attempting to break your own promise. Refund me fully."

Their response:

"We apologize but we are not able to issue a full refund."

Me:

"LOL Of course you are able. I will be writing you a review [in several places] and report you to the Better Business Bureau. You cannot promise something to a customer only to deny it and say 'sorry we can't do that.'"

Them:

"We will review again with our team, I will let you know."

"I sincerely apologize for any inconvenience caused. I just wanted to let you know that your cancellation request has been received and processed. In line with LoadUp's commitment to customer satisfaction, I have initiated a full refund for you."

Wait, what? After being told several times over the phone and text that there was simply no way they could do it, as soon as I mention leaving reviews they can magically uphold their original promise that they first tried to break? Wow! So I don't know if this was their attempt to bribe me with my own money to not leave reviews, but this is customer service at its absolute worst.

I was guaranteed a full refund if necessary and they even added that promise to my order notes. When it became necessary they simply apologized, saying it was not possible. I spent a couple hours over two days dealing with this. $79.60 is not a huge deal, but lack of integrity to me is.

I will never, ever work with this company, and I hope in sharing my experience with them to you, nor will you.

And yes, the issue was "resolved" in that I finally received a full refund. I was told time and time again that they just couldn't do it, though obviously they could, they just didn't want to. Save your time, money, and sanity and just use someone else.

I booked a sofa removal for today. I am getting a new one and needed this one gone TODAY to make room for for it. I booked time and PREPAID.

Last night I get a call from a caller ID that states its a Medical company. They are calling to verify my booking. Red Flag #1

Then today I get a text stating unforeseen problem with my order we will do our best to complete pickup today.

So I call and get run aground I ask to speak to manager and I am told i am being transferred to one. Turn's out they train their reps to pose as managers. He wasn't a manager at all. Finally I demand to speak to one. Told multiple times NO. Then finally get one on the phone that is BEYOND RUDE. I am told I did not pay upfront and the service is if we can get around to you we will and then you pay.

This was a LIE. They authorized my card when I chose the PREPAY option.

This is just a third party company that takes your money and hires another company to actually do the work. So, if they can find someone cheap enough they will hire them and then take a cut.

When they cant find someone they will just not show up nor call you.

Date of experience: October 04, 2023

LoadUp was very good at communicating with me regarding my pickup date, time and even called when the driver arrived. However only one person arrived to pick up our adjustable queen *** base. I had specifically told the person I arranged the pick up with on the phone that this base weighed about 184 lbs. and it was on the second story of our home. She assured me that 2 or 3 persons would be sent. We were also under the misconception that it would be disassembled if it was necessary. The worker starts to pick it up and says "Oh, heavy!" He can barely push it through the ***room doors let alone down the stairs. So my 70 year old husband had to help him carry it down the stairs and load it into his pickup truck. First of all, respect needs to be shown to the workers you hire for them to have enough help so they are not injured. Second of all, I'm not sure why we are paying $159.00 to LoadUp when my husband ended up doing half the job. I think some kind of reimbursement would be appropriate.

Completely unreliable and no concerns about customers and they are essentially running a scam. Even though I scheduled 12 days in advance, my driver was a no show and I was not told this until almost halfway into my four hour pickup window. They could not give me another date or time and I had an urgent need to have the pickup done either that day or the following day. They asked for 30 minutes to fix it and I gave them an hour and then found another company (that showed up right away). Now they are refusing to provide a refund. They knew my urgent need upon booking. This feels like a scam - they can just cancel on a customer and then keep your money. They claim that they are allowed to reschedule at any future date and time that is convenient for them. They claim to be so customer responsive but they are NOT. They hide their email addresses to frustrate customers - this is a sign that they have something to hide. I have appealed their response to my complaint and request for a full refund.

This business and service was not at all what I expected. The original driver was a no call no show. The second driver, though kind and accommodating, showed up with no warning. The item that was being picked up was broken as they removed it from my home. Then, after this business advertised that they try to keep things out of landfills and they try to find a place to donate items, the workers threw the items (furniture) in my apartment complex's trash compactor. Frankly, I could have done that myself and saved the money. To add insult to injury, I got emails and texts saying that my service would be rescheduled AFTER the service had been completed. When I presented this information to their customer service department I was told that they couldn't give me a refund or do anything because I didn't have pictures. The sad thing is that I wasn't looking for a refund, I only wanted the company to do the right thing. I don't recommend this company. Their service and customer service is atrocious.

Appalling company. They were supposed to do a "White *** set up of my new Avocado mattress--booked byAvocado from a long way away--and removal of old mattress. This company treated me with absolute contempt--first, it seems they put the bid out to tender, but no one picked it up, so that delivery did not happen. Instead it was set up for the following week. Concerned about weather disruption, I made several attempts to reach a person in the company, but got robot responses, even after the delivery window had passed! Turned out even GoLoadUp could not get hold of the person supposed to do the job. They wanted to reschedule for a third time, and only jumped to attention when I contacted Avocado to complain. In the meantime, I made contact with a lovely young man, ***, who has his own company and who was with me in minutes, did everything efficiently and friendlily, and at a third of the price. Of course I should have shopped around ! Avocado say they will refund the price of white glove set up.

After entering the info they requested from my phone , I was given a price of 124.00 dollars for them to remove two reclining couches the next day. They started calling a few hours later saying they needed more info. I was out of service and wasn't able to talk to them at that time but I did try to call them when I got service back but every time I was told everyone was busy and to leave a message ,which I did after three tries. They called me the next morning claiming they had not received the info and when I told them again they said they would have to charge me more . when I refused and told them I wanted a refund they said that they could only refund 1/2 . I asked for a supervisor and after arguing with Steph she hung up. This is nothing but legalized robbery. They provided nothing for me other than try to up charge me and when I refused they hide behind their little policy thing to make them feel good about stealing your money. Scam artist period do not use. I wouldn't have even given them one star if that was possible.

This was our first experience with Loadup and let me tell you - we were completely impressed with the professionalism and thoroughness of the crew we had - Shivette and ***. From the time they called to let us know the status of our pickup to the cleanup after moving out our furniture they were very conscientious. We had an entertainment center, two couches and two club chairs that they removed. The first couch, entertainment center and chairs were removed easily by this crew. The second couch (an overstuffed loveseat) caused a problem. To be honest, I am not even sure how my sons got it into the basement when they brought it in because it really didn't look like it fit at all when Shivette and *** were trying to move it out. They backed it out and broke it down with a hammer; working at it until it would fit through the doorway. Most others would have given up and told me that they couldn't get it out. We are so grateful to this Loadup crew. Fantastic! I would HIGHLY recommend this company (and Shivette and *** in particular) and would give them 10 stars if I could!

This is a scam. I went to the website the have me a quote then texted me. We arranged a time, they called to reschedule and had already charged my account. I took time for them to come get my couch which they had already charged my card for, i spoke with them to cancel service they wanted 50% of my money even though they did not render service. I called my bank to reverse the charges. I was told they downloaded my ip address (i did not download anything) and they told my bank that services had been rendered and the back reversed my charges because i had no proof they didn't do the services. Of course i don't hire can i if they didn't do the services. I'm looking at the at the reviews and apparently this is a common practice of theirs. I was told by my bank the only way at this point that i could get my money is through legal means. THIS COMPANY IS A SCAM. THEY WILL CHARGE YOUR CARD PRIOR TO RENDERING SERVICE AND THE SERVICE WILL NOT BE COMPLETED. THEY DOWNLOAD YOUR PERSONAL IP ADDRESS WITHOUT CONSENT and use that so you can't dispute the charges through your bank. SCAM WARNING

Be aware! This company is giving people false quotes, taking your money, then changing their pricing and when you dont agree to pay the inflated price and cancel the order, they refuse to give a full refund! This is ILEGAL. We requested a quote to pick up a bulky item on their website. More info was requested so we sent them a photo of the item along with measurements and description. We were given a quote of $94 which we agreed to and submitted payment via cc. We were then contacted via phone by them saying that the price was going to be an ADDITIONAL $137. We of course did not agree to inflated pricing and proceeded to cancel the order. This was within a couple hours of placing the order. Upon cancellation we received an email from them saying that we would not be getting a full refund of our $94. I have since contacted the company to dispute this and told them that Id be calling my cc company if they dont issue the full refund. This company is low balling people then raising their prices exorbitantly and then taking advantage of people who dont agree to the inflated price. BE AWARE!

We had a pickup for two couches on Saturday between 4pm-8pm. They sent us an email saying that they would be there between 4pm-5pm to pick up our furniture but by 5:30, nobody had come. When we looked at the tracker, it stated that more information was need and to contact a number or email. The number was unresponsive and so was the email provided. They were of course closed the next day and on Monday morning we were finally able to reach someone through the chat that let us know that the driver had truck issues. Why nobody contacted us to let is know is beyond me. They rescheduled for the next day but did not offer us any compensation for the inconvenience or lack of communication. I understand that things happen, trucks break down, but the lack of customer service from this company is inexcusable. To me, it feels like they suck you in with the reasonable price and availability, and continue to trap you by rescheduling until you get so frustrated that you cancel but then they hit you will a cancellation fee. Very frustrating, I would pay more money just to get a more responsive, reliable company.

I recently reached out to LoadUp to have some old equipment removed from our property. In my request I provided an accurate description of the objects as well as photos of the items. LoadUp quoted me a reasonable price and clarified the fact that the objects were heavy and bulky. They assured me that they had things covered. We entered into a contract and I prepaid for the service. On the date of the pickup two (nice) guys showed up and attempted to fulfill the job. They were unfortunately unable to manage the job and advised they would have to obtain additional resources. Shortly after LoadUp sent me an updated quote which was 5 times the original amount. Despite reminding them that I provided an accurate description of the objects and that the error was on their end they refused to fulfill their end of the contract. The associate didn't even try to make the situation right. I cc'd the *** (***) on my communications and received no reply and to date the company has refused to make the situation right. This seems to be a very shady business practice. Beware of bait and switch by this company. Also their Complaintsboard.com rating is pretty horrible which should be red flag.

The first part of my experience with load up was great...the web based portion of the interaction is awesome. Load up has several brands like couch disposal plus or mattress disposal plus and they all end you up at load up but the web part is very nice.

My problems started when the work needed to get done. They sent 1 guy to pick up my couch and he couldn't lift it by himself so I had to help him. I didn't want to both pay and do the work but that's how it went down because they only sent 1 guy...I strongly advise people ask if they will be getting 2 loaders if they don't want a surprise like mine.

In addition there was a problem with a second charge. I ended up being overcharged by $30 and sent an email to customer service and that's when I learned their customer service department rejected my email. I used their direct link they sent me and they just didn't or don't accept emails. :/

Then they asked for a review and I gave them 2 stars and explained everything above and got an instant reply saying somebody would get in touch with me to resolve any issues... that was a several days ago so I stopped holding my breath.

I've lost more than $30 before so I won't die, I've lifted couches before so it's not the end of the world but this company is like 2 different experiences. The web part is flashy and great but the actual furniture or junk removal is garbage... I just wanted to maybe warn people that might read my experience...I wish I would have but most of their reviews are on their own website not Google where it would be a lot less 5 star reviews I'm guessing..

I chose LoadUp because of the upfront pricing. Because the removal of the sofa was time sensitive, I was hopeful that they would show up even though their website states that they could potentially cancel and reschedule at the last minute. I was given a 4 hour window from 12-4. I called back and added a table to the order for $20. They didn't need my credit card information because they had it on file. *
The day before the pickup I received a confirmation text and email. The day of the pickup I received a text at 1 pm saying that the driver was on his way to my house. While it gave an option to track the driver, it was just a map of the location of my house and no tracking was actually available.
At 3 pm, I was growing impatient and nervous that they might not show up. I logged on to the website to "chat" for help. They said they would look into the delay and the chat ends up getting disconnected. I try again and the person says they will call the driver. I wait on the chat for over 15 minutes with no response. I finally call them directly and I was told that I'd get a call back with more information. At approximately 3:50 I get a call saying that he will arrive shortly. The driver arrived in an unmarked white van at 4:00. The whole thing seemed very unprofessional. They finally departed with the sofa around 4:30.
*With the lack of confidence I was left with, I sent an email to the contact email address on the website to ask them to be sure to delete my credit card information after they received payment. The email bounced back. Google tried to deliver it 3 more times. This makes me question the legitimacy of this company even more!

I had a completely horrible experience with this company in Boston, MA and wanted to post a review to warn others to NOT USE THIS SERVICE. I booked an appointment on the LoadUp website on Thursday 8/27 for pickup of an old mattress on Monday 8/31 and was immediately charged $105 in full for the pickup. For a small discount I selected "outdoor pickup", where we would place the mattress outside to enable contactless pickup, and an "all day delivery window", where the movers could come anytime between 8am and 8pm to pick it up (which seemed fine because the mattress was outside already so what do I care what time they come?). I received a confirmation when I made the appointment, and that was the last contact I ever received from LoadUp. Pickup day arrives and we move the mattress outside at 7:45am, but I still have not heard ANYTHING from LoadUP about pickup. I keep my phone with me all day waiting for a call, email, text, whatever, and I never hear anything. Around 2pm I try to call LoadUp and am forced to "request a callback" as I can't get through to their call center. I finally get a callback an hour later from a representative, who informs me that they have had "backups" in the Boston area for a week and they can't guarantee that anyone will be able to pickup my mattress. So they knew that they wouldn't be able to fulfill my order, but they still allowed me to book the appointment and charged me in full for it?! The rep then "tries to contact" all the drivers in the Boston area and is unable to get anyone to respond, let alone agree to pick up my mattress in the time frame that I ALREADY PAID FOR. In the end, I cancelled the appointment and they are "processing" a full refund for me. Oh, and I still have an old mattress to try to get rid of...

If I could leave negative stars I would. I scheduled pickup for a 3 seater couch on a Sunday which are adifficult to find drivers for. Granted I did book the night before I wanted pickup, but the experience and service I received was completely unacceptable. I booked pickup for Sunday, and my pickup time came and went without a driver ever being located. I messaged the support chat and eventually a woman called me. She explained the situation and rescheduled my pickup to later that day. Again, pickup time came and went, so the woman called again to reschedule to Monday.Monday morning I had a driver that was confirmed via email. The driver called 2.5 hours earlier than my pickup time saying he was 10 minutes away. I told him that I was not prepared for pickup as it was way earlier than my window (4-8pm). He said hed call around 5pm and pickup then. I got a second email confirming that that same man was my driver. At 5pm I checked to make sure that the man was coming and he was, but 5 minutes later when I checked again I no longer had a driver. It took 2.5 hours of talking to support to PRY out the answer that the driver ran into issues with his vehicle all of the sudden. So I rescheduled to the next day with the condition that the couch would be outside, it be gone by 5PM, and no one can answer any phone calls. Tuesday I have a driver confirmed and a random refund of $10 from LoadUp. I got a million phone calls and messages from my driver that they were at the pickup site and the couch wasnt there, but they marked the order as completed. I contacted support and they said that there would be a 50% cancellation fee (meaning Id get 50% of the $109 I spent). I looked at my credit card statement and they charged me $49.98. For hours and days I went in circles contacting support regarding a full refund. It took and entire WEEK to get the $148.98 (not including the $10 they already refunded) refunded back to my credit card.

Incredibly terrible and unreliable company. I had an absolutely horrible experience and would never use this company again or recommend to anyone.

I had a scheduled pickup for my couch between a 4 hour time window. I did not hear anything from the driver or the company in that time. I reached out to the driver myself (call and text) with the number provided with no response. I notified the online customer service rep who basically made it my obligation to get in touch with the driver to receive the service I was paying for as promised instead of trying to help me.

I then called the company (which by the way, every time I call the company, I am on waiting for at least 10 min, I understand they are busy but that just adds up to all the time I've already wasted on this) and finally a rep told me they could either have someone come out later that day (I could not reserve my apartment loading dock and elevator later) or the next day.

The following day I had a new couch being delivered during a certain time window so I told them they could come pick up the couch the next day during a specific 1 hour window so that the couch would be taken before the new couch came. I reiterated that I need to reserve the loading dock and elevator and also do not have room for 2 couches in my apartment so this must be done in a timely manner. I was reassured it would.

Starting 30 min before the end of this new window, I had again heard nothing. I then spent the next 2.5 hours (on top of the 5 hours I spent dealing with this the day before) calling multiple times and being told the driver was coming in 20 min over and over to the point where I actually asked them if they were just playing a joke on me because it felt like I was being punked, I was losing ALL my patience and felt like I continued to have the same conversation with NO results. I was almost in tears.

The entire company also knew the story because each time I called they knew who I was and what the deal was. I wasted so many hours of my time and I have a full time job as a physician in the hospital so I don't have all this extra time to waste dealing with this incompetence. Yet the company never offered any form of compensation for everything that happened. I do NOT believe I need to pay full price for this, if I even ought to pay anything at all. The complete lack of communication, reliability and customer service is appalling.

Horrible company and service ! Load up company's website is deceptively user friendly. You pay in advance for service with the thought process being that there are no additional fees. However, you don't get your money back if they cannot perform the task. I paid for an elliptical removal from an upstairs bedroom. I paid for a disassembly fee and for an upstairs removal fee (counting the number of stairs which increased the cost of the total amount). On the day of arrival, two men came who had no idea how to remove the elliptical and seemed confused as to why they had to disassemble it. It needed disassembly due to the size, weight, and fact that it had to be carefully taken downstairs without scratching the walls. After a few minutes of confusion, they looked at their toolbox and seemed unsure of how to proceed. I asked them if they have ever disassembled any exercise equipment and they said no and that they have only removed items intact. I told them that Load up charges a fee for disassembly so I assumed that they knew how to disassemble it. Since they didn't know how to proceed, I suggested that if they were uncomfortable in doing this, maybe they shouldn't proceed and I could just request a refund. They agreed that it was the best choice. When I contacted Load up for a full refund, I was only given half of my amount since they told me that the guys came out and were willing to remove it intact. I told Load up that it was not possible to remove it intact and had paid a disassembly fee and an upstairs fee in advance anticipating that they knew how to do it. It was not my fault if they didn't know how to disassemble the item. Load up said that their terms of service states that if an item requires "unusual" disassembly or anything other than standard disassembly, it might not be completed and I would only get 50% refunded. The guys never even started the job and didn't have any basic tools with them. I don't consider a basic elliptical disassembly complicated. Also, it shouldn't be listed on their website if they cannot perform the task (they mention that they can disassemble and remove exercise equipment). I want my full refund back! I paid $194 and received only $97 dollars back for two men coming to my house for less than 10 minutes! This is not my fault and if Load up asks for money in advance, they should be prepared to perform the task at hand. Otherwise they should refund the full amount! Don't use this company! It is misleading and fraudulent practice.

I recently made a junk removal order for 7 items for pick up on May 28, 2022 between 8am-12pm. The message stated that the actual arrival time will be between 11am-12pm. The morning of, I checked my order and the expected arrival time was gone. I used the online chat to confirm the time. Immediately after, I received a text saying there was an unexpected delay and LoadUp reschedule for another day, which I couldnt do. I had to then reschedule myself. I proceeded to reschedule for the next day May 29, 2022 for again 8am-12pm. Later that evening, I received an automatic phone call to confirm the date and time.The next day May 29, 2022 at 8:12 am I received a text stating again there were an unexpected delay and LoadUp AGAIN reschedule the pick up date. I went on the website and cancel my order. I would like a full refund. I didnt cancel or reschedule first. I was patiently waiting on LoadUp to arrive and pick up my items. LoadUp is the one who keeps on rescheduling. I cant do business with anyone like that. Please give me my full refund.

On February 17, Load Up sent a team to assemble my new bed (frame and mattress). The team that came unboxed everything and told me the bed frame was missing the needed parts to complete set up. On Friday February 18th I contacted the bed company regarding the issue who referred me to their warranty provider. After reviewing with the warranty provider on February 24, we determined no parts were missing for the bed and my friend and I were able to complete the set up. I contacted LoadUp on Feb 25 and received a response on March 1 that my account was refunded $30 of the $159 I had been charged for the service. When I inquired about a full refund the rep explained the $30 was only for the bed frame set up and when I disputed the transaction with my credit card, the response from load up was that there was an issue with the bed. There was never an issue with the bed and the company did not take full responsibility for the incomplete service or recognize that the bed should have been successfully set up initially because there were no issues with the product.

Company took payment online for junk removal and has not fufilled their obligation to remove it. 01/08 Put in online request for 3 pieces of furniture to be picked up on 01/9 between 12-4pm. No one came to the house. Called company and was advised that I was not on list of pick ups for 01/9. Rep stated I had to wait to get a second email confirmation. Caller stated they are in the works of updating their website to include information about the second email being the actual appointment confirmation. Caller stated they could get us on the 01/11 list of pick ups. Called 01/11 and was told I was not on a pick up list and they would call me by end of day to try and get me on a pick up list. Caller called me 4:17 EST and stated they were not able to get anyone to pick up our items today and I could be placed on a list for the following day. This is fraud and makes sense why they are almost 50% cheaper than competitors in the area. Their intent is to take your money, but never come get the furniture. I spent 3 days trying to get this company to do the right thing.

I paid $336.30 to have a trampoline disassembled and removed, as well as having 2 disassembled bed frames removed. The appointment was scheduled for 12/13 between 8 am and 12 pm. Noon came and went without the assigned driver showing up, so I tried reaching the driver directly but their voicemail was full. I tried reaching customer service via phone, text and email. I finally just scheduled a different company to take care of the junk haul, because we were on a deadline to get rid of the items for our house closing. Shortly after, I received an email back from customer service, who refused to provide a full refund; she said the company was only able to provide a 50% refund. Based on this full refund refusal and on their online reviews, this seems to be a scam company that requires prepayment and then claims continuously delayed drivers and often results in not completing the work at all.My request is for a full refund because the work was not performed during the scheduled window and no one attempted to reach us before the window was over to let us know of any sort of delay.

transaction date 11/22/2121 cost of service=$99.00 for furniture removal order # *** complaint not resolved I got a quote on the internet for removal of sofa. I checked sofa as the category, and in special instruction box I wrote that is an electric reclining sofa. quoted $99.00 as cost. To be picked up on 11/23. I got an e-mail stating they were delaying pickup until the next day. Later that day I got a text stating there would be an additional charge of $40.00 because it was a reclining sofa. I talked to a lady in Georgia, she stated the new chg. was $40.00 because it was reclining sofa which I said it was under special instructions box, she kept saying it was their policy to chg. the extra $40.00.I told her the $99.00 quote was deceptive, she kept saying it was policy. I then said to refund full price of $99.00 to my credit card. She said the refund policy was 80% or $79.00. I told her how wrong that was because of the dispute, she repeated it was company policy, I s told her to cancel pickup. I receiced a credit of $79.00 on credit card. I feel this is very wrong.

On 5/29 I scheduled a pick up with Load Up. I sent a description of what I wanted to the company as they required and said I wanted three things picked up- a folding table, a black couch, and a black tv stand. I also uploaded a picture. On 5/31 the loader asked me to send him a picture so I sent a picture. He came to get the items on 5/31 but he also took a 4th item I did not want taken. He took a black cubby shelf item that was not in the picture and was not in the pile of stuff. I emailed the company on 5/31 and told them I would like some of my money back since I only paid for them to get 3 items. I told them the item originally cost 50$. They said they will have the loader bring back the item and I agreed. Then they said the loader said he did not take the item. I told them theres no other possibility and that I know the loader accidentally took the item. My partner can also attest that the loader took it. Then they said they could not reach the loader anymore. They said they could not do anything for me. I texted the loader on 6/7 to say he took the item but he did not reply. I would like some of my money back.

I financed a mattress, box springs and a bed frame through Koalifi (formerly known as *** I was referred by the representative *** to speak to *** A representative who could help me get the items returned as they were unsatisfactory and caused quite a bit of pain. *** scheduled a pick up date for Loadup. They have now cancelled four appointments for pickup. I have sent respectful and polite emails as to dates/times/what to expect. I have taken time off from work and missed out on other paid opportunities for this pick up just to be cancelled. Not to mention, Koalifi has payments withdrawn by the *** from my account at least four days before the scheduled date, so I am now forced to pay for an item that I have scheduled to be removed and its way past due. Koalifi and their associates at LoadUp are the height of unprofessionalism and its disturbing. I do not expect to pay for items that were supposed to be picked up last week, I do not expect to be billed at all by Koalifi or LoadUp, nor will I pay any penalties. I am in good financial standing, and this is just not appropriate and not good business.

I booked pickup of 3 large pieces of furniture for June 6, 2022. A man showed up in an unmarked vehicle that could not hold the items that I wanted removed. Additionally, a single person would not have been able to remove 2 of the items without damaging walls and/or floors. Due to insufficient personnel and equipment, the company was unable to complete the job. I tried to cancel 4x (twice over the phone, once on email, once on website) and have not received a response. They requested a credit card at the time of booking. After the employee left my property he left several angry/unprofessional voicemails and text messages calling me names. He also said in the voicemail that he was going to charge my credit card twice. I would like to be fully refunded for any charges from this company since they did not perform the service that they said they would- supply 2 people and a truck to haul away 3 large items. I understand that they might charge a late fee if someone changed their mind at the last minute but that is not the case here. Essentially the business cancelled on me and is now trying to charge me double the original cost of services that they never performed. The attached photo shows the text messages and phone number of their employee.

LoadUp was supposed to set up split king adjustable bed bases Friday, November 12th between noon and four. They didn't show. Got rescheduled for Saturday. They cancelled again! After explaining that I needed the heavy adjustable bed bases moved off my living room floor because my 70 year old husband almost face planted trying to get onto the loveseat, they sent someone. It was a fellow by the name of *** who stated that the adjustable bed bases would not work with my platform *** he acted like the legs that came with the beds had to be used, but they do not (the instructions even say so) he thought hardware was missing, etc. He didn't even try/plug in the adjustable bases! So, nothing was done/accomplished. LoadUp proceeded to "cancel" the order but kept $62 of my $124 prepaid dollars. That's criminal. Nothing was done and I wasn't informed of any such funds being kept if setup was wasn't accomplished. And then...my 80 year old dad with rheumatoid arthritis comes over to at least TRY the adjustable bases as LoadUp didn't even try them. Dad, Mom, 70 year old disabled husband, and myself get the extra heavy latex mattresses off our split king *** get the 140 pound (280 in all) adjustable bases on, latex mattresses back on, plug the adjustable bases in, and no issues. Been using them over a week now-still no issues. I want my $62 back. I already tipped the guy that showed up, ***, $20 for his time. I want LoadUp to fully refund me for a job they did not do; but four old, disabled (husband 100% disabled) retirees did.

I contacted load up online after we realized our hardwood floor installer failed to arrange for carpet disposal. I texted a picture to the online site to get a more accurate quote (as per their instructions). Their online platform does not allow the picture to be submitted for a quote without paying in full for the service (that should have been a red flag for me but nonetheless I proceeded). I paid for 5 rooms of carpet (it is unclear how to book carpet that is many different small rolls). I booked at 12 pm on November 25th for carpet pickup in the 8am - 12 pm time window for November 26th. I never received any input from the company until that evening. I received a text from *** at 9:45 pm stating "We would need to work with out local loaders to determine a price and follow up with you" as pricing was not based on number of rooms but number of rolls of carpet. I texted her again at 8 am and received the text that they were still working on trying to find a loader and a quote and to expect a quote by noon. I had booked the job to be COMPLETED by noon as we were needing to move and the carpets were in the way. It was clear from the last text that the job would not be completed by noon as they were still searching for a loader to generate a quote. I then texted her that I would like the job cancelled and would like a refund. It was at that point that she claimed that they would not provide a full refund as "we had a confirmed loader who could be there by 10:30". However, I was never informed that this had occurred. I still believe this was false information as this was never communicated to me until after I pushed for a full refund. Load Up could not deliver on the service I paid for - carpet removal by noon on November 26th. They are keeping over $100 for absolutely no service in return. I expect a full refund in the amount of ***. I have only received 50% of that amount.

I scheduled a pick up for my 3 piece sectional with the company LoadUp for Friday Nov 12. Between the hours of 12pm-4pm. I prepaid approximately $149 (exact amount escapes me at the moment) for this service. I took the day off from work and waited, all day. As 4pm approached I started to get worried so I tried calling the number they have but no one answered. They give you a text option so I tried texting but no one answered my texts. I tried emailing on Friday but no one answered my email. When calling the 800 number they ask you to press 1 for a new pick up so I tried that and a man that sounded like he was at home because multiple dogs were barking answered. I told him my situation. What he said to me is no one came and he doesn't know why but that he would try to send someone out Saturday the following morning. He said there were NO guarantees yet I have already paid! I was bedside myself. Mind you I have prepaid for this service. I had scheduled the assembly people to come assemble my new couches on Saturday at noon so I cancelled them because my old couches had not been picked up. Saturday morning came and they did not show up. Again. Then I receive an email saying it was rescheduled for Monday Nov 15 from ***. It was an automatically generated email. At this point no one reached out and no one had responded to any of my attempts to speak to a live person who Can actually resolve the issue. I could not afford to rearrange my life yet one more day so I cancelled that Monday morning appointment even though I DIDNT MAKE THE APPOINTMENT. They did! Once I cancelled it I was finally refunded the amount I paid for the pick up minus 20% because they said I cancelled the scheduled appointment and it's their policy to keep 20%. This company's way of operating is unethical, lacks any interest in consumer and customer service. As a matter of principal I want that 20% they kept from me.

I paid in advance for services from Load up to disassemble and remove my elliptical from an upstairs bedroom. The website specifically asked questions in regards to disassembly and if there were stairs involved and increased the amount charged. I was charged $194. On 12/31, two men arrived. They did not know how to disassemble the elliptical and didn't have tools with them either. They asked if I had any. They also asked if they could carry it downstairs intact. I told them that the elliptical was too large and was initially assembled in this room. Also, I had paid for disassembly and that it was too large to take down the stairs without damaging the stairs and/or wall. They seemed confused and stated that they had never disassembled anything before and usually just roll out the items. They said they felt uncomfortable proceeding and I told them that I would request a refund. Immediately afterwards, I contacted Loadup via text since I couldn't speak to them on the phone. They refunded me $97 only stating that the loader said a "special tool" was needed for disassembly. They also said that they offered to wheel out the item but were refused. I told them that this was not true. They didn't have even basic tools to attempt to disassemble the product and the elliptical could not be wheeled out from the upstairs room because it wouldn't fit. They were at my house for less than 10 minutes. Load up did not listen to my side of the story at all. They assumed the loader was correct, even though the loaders hired to do the job seemed completely confused and unable to perform the task. I would like my full refund back for services not rendered. Asking for money in advance and then not starting, let alone completing the job, is completely ridiculous. Next time, send loaders who know how to do the job. Otherwise, don't list on your website that you remove exercise equipment and provide disassembly and removal downstairs.

Paid for removal of a pool and the loadup team refused to to the job. Was told I would receive a refund but only got 50% back. Around the 10th of June my wife scheduled loadup to come to our house on June 13th to remove an above ground pool and base that I had already began destruction of. All that remained was the sheetmetal walls, pool pump, pool filter, and the clay layer that served as the base of the pool. My wife and I talked with a representative from load up and texted them pictures. They quoted us 521 dollars for the job. When the crew arrived they began taking some loose parts to the front yard while waiting on the removal truck to arrive. When it did a man, I assume their supervisor, stepped out and went to inspect the pool. He claimed the base was not clay but rather concrete. I told him it looked and moved like clay to me as I was able to make dents in it with a shovel. He claimed that we would need to schedule a new day when they could bring an excavator out to break up the concrete. This would have required the removal of a section of our fence and cost more. He said the office would contact us for what to do and then he and the 2 men helping him left...and left the junk the had moved to the front yard in the front yard! I had to move it back behind the fence myself. After this I decided to take my shovel and try to remove the base myself. It was fairly easy since it was clay and working by myself I had it done in about 2 hours. The office never called so monday morning I called them. I explained that the base was clay and I had already finished the job and requested a refund. The representative was very kind and said as full refund would be in my account in 7 to 10 days. She never mentioned a 50% cancellation fee but on june 26th I saw a refund of 260.50, exactly half, on my account. I understand that is there policy but we did not cancel because we changed our minds we cancelled because they refused to do the job and instead tried to lie to us in an effort to make us pay more for concerte removal when it was just clay. I am asking for the remainder of my 521 to be refunded.

Company is unreliable in fulfilling the services they provide and does not follow-up with customers. After a frustrating experience with the company Idle Sleep over a mattress purchase that I wanted to return, they advised me that they partner with LoadUp to pick up mattresses. Idle Sleep pays LoadUp to do pick-ups for them. I was put in touch with LoadUp on Wednesday Oct 21 and chose to schedule my pick-up for Saturday Oct 24. On Friday Oct 23, LoadUp contacted me to say that they were over booked on 10/24 and asked if I could reschedule to early in the week. I advised them that I was available on Monday 10/26. They thanked me for my flexibility but never confirmed that I was set up for a 10/26 so I followed up the day of. In response to my follow-up message, they asked about my availability the remainder of the week which to me shows they clearly never intended on coming on 10/26. At that point, I told them that I would make myself available on any day as long as they provided me with a guaranteed pick up date and explained that a refund of $1700 from Idle Sleep is hinging on this pick-up and that I was currently without a bed to sleep on because of how long this was dragging out. They NEVER replied. I followed up again on 10/28 and again got no reply. I reached out to Idle Sleep on 10/30 to request their assistance with getting pick up scheduled through LoadUp. Idle Sleep inquired the same day (10/30) and did not receive a reply from LoadUp until 11/3 at which time LoadUp claimed they had been trying to reach me and provided Idle Sleep with the phone number they were using which was the wrong number...Considering I have several text messages from them to the correct number, trying to claim they had the wrong number is nothing more than an excuse to cover for their poor service. The Idle Sleep rep asked them to email me on 11/4 and as of today, 11/11 they have made no attempt to contact me via email or otherwise and my attempts to reach them have been unsuccessful. 3 weeks to schedule a simple pick-up is unacceptable and cause great inconvenience to me since I cannot get my refund or buy a new bed until this one is gone. The customer service is abysmal!

LoadUp attempted to charge me extra for completing a service I had booked and verified days prior. On the pickup, the driver was late & urinated outsi I reserved a Tuesday 8/4 LoadUp pickup between 8am and 12pm of several furniture pieces on Sunday 8/2. I called LoadUp to confirm everything on the order was correct Monday afternoon between 3:15pm and 3:30pm 8/5. They verified everything was set to go. I asked several questions, including if I had entered the correct number of flights of stairs. Again, I was told everything looked good on my order and I was set to go. On Tuesday, the driver for LoadUp texted me at 10:45am to say he would arrive within an hour and asked if the treadmill I paid to have removed was disassembled. I said no and he told me to call LoadUp. When I did, the LoadUp customer service representative said I either had to pay an additional $45 for disassembly or pay 50% of the cost of the treadmill removal as a cancelation fee. I refused paying any additional cost: I was never notified online when I completed the booking nor was I told over the phone that disassembly would be required. Additionally, the company guarantees online quotes and promises "no hassle." I was told to text the driver an image of the treadmill. He said via text that it must be disassembled. The customer service rep said her manager would call me back with a resolution. I called the customer service line back again after speaking to my 75 year old father about the issue, as he was understandably upset. I was told again by another customer service representative that the customer service manager would call me within an hour with a resolution. The driver arrived to the house at about 12:15pm - after the agreed upon pickup window. I greeted him outside and he came into the house. I pointed him to the first item for removal - a tv - and he proceeded to drag the tv by the power cord across the carpet. When my father said "don't you want to pick it up?" the driver said he needed a dolly. (A dolly wasn't going to get the tv more than 10 feet before he'd have to pick it up). A girl in the truck outside did not come into the house and did not appear to be helping the driver (nor did she indicate she was there to help move the furniture). When my father and I returned to the front door, the driver had his passenger *** front door open and he was urinating between it and the truck. At this point, I told the girl that "we would not be needing your services." She said ok and did not ask any questions or provide any follow-up. The driver did not respond either. I called LoadUp customer service back immediately and was patched through to the customer service manager. I explained to the manager what had happened and said I wanted a full refund. He said he had to call the driver to confirm my complaint. He called me back about 5 minutes later and said I was wrong and he would only issue a 50% refund. I told him I would be contacting the Complaintsboard.com.

Supposed to pick up furniture 9/28. Failed to show, rescheduled for Thursday 10/1. Time was critical. On Thursday, they again failed to show up. We were misled and mistreated by this company, with the result that we paid $174.80 to them but never got the services we paid for. On Friday 9/25 we arranged for a man named Adam at GoLoadUp (see goloadup dot com, aka LoadUp) to send over a truck to pick up old furniture which is too heavy for us to lift ourselves. While there was no written contract, we believed them when they promised to come over Monday 9/28 between 12pm and 4pm. We told them the timetable was critical since new furniture would arrive here on Wednesday 10/2, and so the old stuff had to be gone by then. But LoadUp didn't show up between 12 and 4 on Monday 9/28 at our Sacramento, CA address. Instead, a man named Jason called us at 4:30 to explain that their truck had had a "flat tire," so it would be necessary to reschedule. Jason further informed us that it was an off-sized tire, so they had to order a new one. This change in plans was more than inconvenient for us. A local furniture company had already charged us $99 for delivery of some new furniture on Weds 9/30 in the morning. The furniture company had given us a 48 hour window in which to cancel this delivery without charge. We could not meet that deadline, however, since LoadUp did not notify us of their "flat tire" until 4:30 on Monday 10/28. LoadUp could not reschedule us until Thursday 10/1. Since we had already paid $174 for their services, and they sounded genuinely sorry, as well as honest and upright, we agreed to be here between 8am and 12pm on Thursday 10/1 to wait for them. Again, we told LoadUp that the timetable was absolutely critical. They assured us, with considerable warmth and PR finesse, that they absolutely would be here Thursday between 8am and 12pm. Meanwhile we rescheduled the new furniture delivery for Saturday 10/3. But LoadUp again failed to pick up our old furniture between 8 and 12 on Thursday 10/1. About 11:45 am Thursday, a woman from LoadUp called and explained they would not be able to come until Sunday 10/4! We refused the rescheduling this time. Faced with another $99 charge from the furniture company, we had no choice but to cancel the LoadUp order completely and hire some local help to move the furniture to the street. The bank probably will reimburse us $174 after we have filed a formal complaint, although the fee for this is $35. The debit card we used to pay LoadUp no longer can be trusted since LoadUp cannot be trusted. The desired outcome is a complete, unconditional refund of $174.80, plain and simple. We will not honor any fees due to cancellation of this order. LoadUp twice promised to meet a time-critical deadline, and twice they failed. Our old furniture is at the curb now and we still don't know when or how we'll dispose of it. GoLoadUp is not to pick up the furniture from our curb. We will find another source to perform this service, someone we can count on. We will never do business with LoadUp again. This company either is dishonest or incompetent. In either case, they definitely do not deserve a Complaintsboard.com rating of A.