We ordered a new bed from Nolah Sleep and paid an extra $250 to have it delivered and set up and to have the old mattress taken away. Nolah contracts with LoadUp to perform this service. Not just the hauling away of the old bed, but also the installation of the new one. The guy showed up about midway through the allotted time slot, which is fine. The problem was that he didn't speak English and he did not bring a helper. I don't fault the guy for not knowing how to speak English. He was a nice enough guy. I fault Loadup for sending someone that doesn't speak English to install a bed frame that required either some experience or the ability to read the directions. But that wasn't a problem until later. First he needed to remove the old bed, which was a Cal King mattress, two box springs and a heavy and bulky frame. He immediately began trying to wrestle the mattress out of the bedroom and, when it became apparent that there was no way he would be able to do it himself, I jumped on the other end and helped him wrestle it out of the bedroom, down the stairs and out through the garage to his truck. This is why he needed to have a helper with him. What would he have done if I didn't or couldn't help him? He then bounced the box springs down the stairs and, as he was taking the frame down, I heard him hit the wall with the sharp edges more than once. When he got it downstairs I could see white pieces of my wall on the tips of the frame. He then spread all of the pieces of the new frame out on my bedroom floor, stared at the directions for five minutes and said, "It is not complete." This is when it would have been nice if he spoke some English or if I spoke some Spanish so that I could ask him what was missing or we could figure out the problem. So I took the directions from him, did an inventory of the parts list against the parts on the floor and discovered that they were actually all there. I then pointed from the picture in the directions to the corresponding parts on the floor and he finally said, "It is complete." I understand how it would be very confusing to try to install something with that many parts without being able to read the directions and without having had some experience doing it. The directions had numbered steps with pictures so I guess that's how he finally figured it out. The directions said it would take 15 minutes to install and it took him an hour. Which is fine. But he obviously had no idea what he was doing. He then began to let the new mattress free from it's plastic shrink wrapper by using a box cutter to make 25 or so cuts to the plastic that was molded closely to the mattress. I cringed every time he took a swipe at the plastic, fearing he would cut the mattress by mistake. He did not, but it was painful to watch. After we got the bed centered in front of the headboard he handed me his phone to confirm the installation. There were choices on the phone like, "Was the installer helpful" and "Did the installer bring a helper". I said yes to everything but the "helper" question and hit the submit button. It did nothing. I gave it back to him and he tried to hit the same button a few times, gave up, shrugged his shoulders and said, "Bye bye". I said goodbye and off he went. Don't get me wrong, the installer was a nice guy and did his best to set up my bedframe and bed. But I expect more from LoadUp if they are going to provide installation services for Nolah. This was not a white glove experience simply because the installer did not have a helper, he was not able to communicate with the customer and he had no experience doing what I paid LoadUp to have done. read more

I am writing to formally express my dissatisfaction with Load Up's recent service and business practices, which I believe are deceptive, misleading, and in violation of customer service standards. My 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 Google 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. This lack of respect for the customer's time and concerns only further highlights the company's disregard for customer satisfaction. These actions, including misleading cancellation practices, the refusal to refund money, and the suppression of legitimate reviews, 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. Load Up has clearly failed in these areas, and their behavior warrants a thorough investigation. I request immediate action to resolve this issue, including a full refund of the amount charged for the unfulfilled service. I also encourage a review of Load Up's business practices to prevent further deceptive behavior that could harm future customers. read more

This company does not even deserve one star. I hired Load Up to remove a three-seater couch and loveseat on 2/5/2023. They had pictures for the job. I had hoped to donate the items. I purchased the set in mid-2022 after I moved into my current home. On 2/5/2023, I did not receive any communication from the hauler until I sent a message asking what time they would be here. They told me they were running behind. They were much later than expected. When the hauler arrived, I saw one individual. I asked him if anyone else would arrive to help him, and he told me that when he does jobs for Load Up, he does not have anyone help home because everyone has to get paid. While the hauler was assessing how to move the furniture outside from my living room, he asked me if there had been any modifications to my entryway. I shared with him that the furniture was delivered to my home in mid-2022 and came through entryway with no issues. I told him that if he was not able to remove the furniture from my home, to leave it, and I would make alternate arrangements. Load Up's website indicates they send capable haulers. If they sent this individual to my home, I had to assume he was capable. He pushed the loveseat through the entryway causing damage and tried to do the same the sofa. When that was not successful, he brought a sledgehammer and knife into my home and destroyed the sofa. The force of him beating the sofa with a sledgehammer as it slid across the floor inside my home, trying to push the loveseat and sofa through my entryway caused substantial damage to my entryway, the landing inside my home and the light fixture. I contacted Load Up on February 5 and sent them pictures of the damage. I had my damage assessed, and I sent Load Up my claim. I had numerous communications to no avail. I then filed my complaint with BBB on 3/25, and Load Up has not responded. It's been almost 2 months since the damages were caused to my home and my claim was filed with them. Based on BBB reviews and claims, others have had similar experiences. Perhaps it's time for a class action against Load Up. read more

This company will NOT donate your items! It's beyond sad. Please read email I sent below. STAY AWAY! Hello, I would like to preface this conversation with the fact that I was on customer service phone call for over 40 minutes. I had called on Saturday, May 31 to have items picked up and donated. I was assured that this would happen. The morning of June 1st at 8:30am, I received a two text messages and two phone calls from the driver of the company requesting that I meet him earlier. Our scheduled time was from 12 PM to 4 PM June 1. I informed him that I was not able to meet earlier than 11 however, if this were to change, I would let him know. I called him to inform him that I could meet him at 11:30 the earliest, and was told by the driver that I was inconveniencing his day and "he would like to enjoy his Sunday". Not only did he not show up at from 12-4 , he showed up at 5:30 in a VAN and proceeded to saw ALL of the planned donated items to fit in said van. Unfortunately, I had to leave to take care of my children due to the lateness on the drivers behalf. My uncle asked why he was doing that and was told that "these can't be donated" when in fact I was told they could. Everything was in fantastic condition and easily usable. The driver and your company had no intentions of donating anything clearly considering he did not show up in a vehicle conducive to transporting these items. To say I am upset is an understatement. I was denied a refund to the "job being completed". I will never use this company again and feel cheated and ripped off. This is beyond disappointing. I wanted a FAMILY to have those items. Now they are destroyed due to your company's neglect and poor planning. I hope no one in this company every has to experience poverty. your company doesn't help, it destroys perfectly good items to meet a quota. Sincerely, Stacey B read more

This company scammed me out of hundreds of dollars. I called days in advanced and said they charge upfront which I wasn't comfortable with but the representative assured me the company is legit and they have people for the timeframe I needed. When the day came no one arrived and I had to call them to see where they where. They said they have not found anyone for the job and they needed until 8pm that day. I'm like it wouldn't make sense for people to come at 8 as it would take hours to assemble kitchen furniture bunk beds dressers ect. They didn't have anyone for me so I had to find and pay someone else. I asked for a full refund and they refused it. 1. I waiting for four hours for them to call and come and they never did. 2. I had to call them to find out they don't have anyone for the job when they confirmed with me they did and said they have someone between 8am-12. 3. They said I had to now wait to 8pm for them to find someone! I said that wouldn't work or make sense because this job is to assemble complicated furniture and my kids go to bed at 830. 4 I had to find and pay another company for the day. How is taking any money for me justified? They didn't pay anyone as they didn't find anyone when I was informed they had people for the e morning and assured me in advanced. This place is a scam and steals money and is not upfront read more

We are so happy with our experience with Load Up! We paid to have our old water heater removed from our home. We had already unhooked it from utilities, but we needed to have it lifted up a long flight of stairs and taken out of the house. The water heater is a mammoth--it's huge, heavy, and awkward. The 2 guys that came were fantastic! They came right at the beginning of our scheduled pickup window, and they were very considerate of our home--they actively tried to avoid dinging the railing on our staircase. They had to move the water heater out of a tight pivot at the top of the stairs, and they did so without losing their temper, getting frustrated, or cursing (like all the former men in my life would have, haha). They had to move a bit of clutter off the floor to get the water heater out of the house, and once the water heater was clear of the area, they immediately went and moved our stuff back to where it was. I felt like that was going the extra mile, that was completely unnecessary and not expected but they were being as considerate as possible. We loved them and would use the service again. Highly recommend! read more

I was returning a nearly new bed-in-a-box mattress and the bed company I bought it from arranged for it to be picked up by LoadUp. Long story short, great experience on pickup day. The driver texted saying they could come by earlier and I was like, YES!, please do! 2 men arrived, both masked up. They put the mattress in a bag and taped it up so that made me feel good, especially when they said it would be going to a service that supports transitional housing. I immediately got a confirmation that it had been picked up so the bed company could then start the refund process. That was a 5 star experience. Because of that good experience, I called a few days later for an estimate to haul away what's basically a medium-ish sized piece of particle board. I talked to a nice rep who quoted me $99. WHAT?!? This is for a board that would easily fit in the back of a pickup and take less than 5 minutes, start to finish, to haul away. Based on those two experiences I'd still call LoadUp when shopping around for a junk service, but I now know there are others like so LoadUp wouldn't be the only call I'd make. read more

This company cancelled my furniture pickup on 9/17, without any notice, and I only found out when I reached out to them during the designated time window for an updated ETA. They had no replacement driver available and my delivery needed to be rescheduled, which required an updated Certificate Of Insurance for my building. In addition, they said they could only secure a driver for a rescheduled appointment the next day if I forked over another $20 for NO reason, other than that quote "the driver asked for it". Not only should I have been refunded for an appointment which _they_ cancelled and failed to tell me about, but it ended up being a complete extortion attempt where they tried to get _more_ money from me when they were the ones who messed up! Avoid. This. Company. Update: I eventually got a rescheduled appointment for today (9/22), but it's nerve-racking to be waiting home several days at the whim of them cancelling again/being able to secure a driver or not. The driver I got on this 3rd appointment attempt was very prompt and friendly. 5 stars for him. 1 star for the company. read more

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 Corey. 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 Corey 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 Corey in particular) and would give them 10 stars if I could! read more