LoadUp Reviews (%countItem)
LoadUp Rating
Address: 300 Galleria Pkwy SE STE 1870, Atlanta, Georgia, United States, 30339-5922
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scheduled a junk pick up, load up did not show up, they refuse to refund me my money
I hired load up to remove furniture from my house. I paid them $269 via credit card. They never sent me an order number or invoice but my account was charged. They were scheduled to arrive at my home on 01/24/19 from 12-4. They called an hour before their scheduled time of arrival and said their truck broke down. I rescheduled for 01/27 from 5-7. Again, they did not show up, this time without a call. I tried over and over to call them to find out what happened, but no one would answer. They called us the next day to ask how the pick up went. I explained no one showed up, and we were not told why, and I asked for my refund. They said they would only refund me 50% of the money I paid and that I was being charged 50% as a cancellation fee. I explained to them I did not cancel, the company failed to complete the service twice. They said they would be able to reschedule the pickup for that day from 3:30-4:30, and if they did not show up for the third time, they'd gurantee me a refund. Again, they did not show up and I did not receive a call. I called them to demand my refund and they said a supervisor would have to do that, but "all supervisors had left for the day". They said a supervisor would call me back within 24-48 hours. I did not receive a call after 48 hours, and I called them again to demand a refund. Again, they said a supervisor was not present and one would call me back "Monday or Tuesday". I demanded to speak to anyone else, and it seemed there was only one person working there. I contacted them again to let them know I would be filing a complaint and then they told me they already refunded me the money, which they did not.
I want the $269 I was charged for the service they did not provide
We do very much apologize for your experience with LoadUp. We can confirm there were unexpected technical issues that lead to the delay in your pickup. As we advised on Jan 24th, if we could not do this pickup as agreed, we would issue a full refund. Upon review of your record, we did fully refund those funds on Jan 28th. We do apologize for any inconvenience this has caused you.
Misleading web site
Did not find on website how to show mattress pickup outside residence. Contacted cust sup and they claim web site has option for outside pickup but still no refund. Now it appears my email address has been sold to "spam"
Five dollar refund for outside pickup service and my email address removed from spam mailers
Hello Mr.,
I sincerely apologize for any confusion on our website. We try to make our booking process as clear and transparent as possible. In review of your case. We processed a $5 refund for outdoor pickup on Dec 10, 2019 8:06 AM. We do disclose in full during our booking process that we offer a $5 discount for outdoor pickup which can be found in the "Pricing Breakdown" on the order form, as well as on the option to select "Outdoor Pickup". In regards to selling your email to "spam". We never sell anyone's private information to any outside party. Perhaps you received an email from us (LoadUp Technologies ) in regards to a special promotion we were running? In which case we have made sure that you will no longer receive any promotional emails from us as you have been unsubscribed from our mailing list. Once again, we do apologize for any confusion you had during the booking process as well as receiving our promotional emails.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
I would suggest that the option for outdoor pickup be more obvious as it did not appeare that way to me.
Agree with Elle N - totally not a legit company. This in no way this is an A+ accredited business. It is an F. Besides being 3 hours late on the day of scheduled pickup time window which was 8a-12p, I never received a call initiated from the company regarding any delay.I placed 6 calls myself and spoke to customer service - each time being told that they would call me back with an update. They never called me back with an update. The driver called me 2 hours after my pickup time (over 3 hours after I placed my first call to the company) and told me he was an hour away. When the driver finally arrived after 3pm, he said he had just received a ticket from the police on the way to our house for not having a license plate on his trailer. The trailer itself was small and was not able to accommodate the elliptical machine and the driver's response was "let's try it anyways" and he told us that our elliptical was larger than what he was "used to". How is this my problem? The male driver had one female helper with him and they were unable to lift the equipment up the stairs safely. So now I've made multiple calls to this company and when the driver finally arrives, he is unable to complete the job. He's telling us he will "come back tomorrow" and "try again". Try again???? I paid for the service on the day agreed upon. I spent a whole day off work waiting for this - I'm supposed to wait around another day after a completely incompetent person shows up at my door? The "supervisor" I spoke to today refused to give me a refund claiming that his driver told him he could do the job. This supervisor had no intention of refunding my money from the start. He "apologized" but did not care about anything I had to say. The fact is that the only business this company does is take people's money. I am warning others never to try this company. They have the policy of a 50% refund - of course if they are making an extra $50-60 from each customer regardless of the outcome, they are stealing money from innocent people. Sickening and so sad. I have never encountered such a company. Based on the other complaints, if they keep up this beyond poor level of customer service, word will get out here and everywhere online and they will soon be out of business. What goes around, comes around.
Load Up did not complete the job that was guaranteed. We did not get a refund for the service.
We called LoadUp on 07/22/2019 to remove a bariatric adjustable bed and mattress from one of our rooms at our sleep lab in GA. We gave them all the details of what the job entailed over the phone, and they guaranteed that the job was going to be done. We had to pay the flat rate up front. On the day of service, the company went to the location, and decided that the job was "too hard" for them and left. We did not receive a phone call about this, but we did receive an email that confirmed the items "were successfully picked up." Our lab technician had to call us to tell us that they just walked in and looked at it and left. They stated that they tried to take the mattress in order to "complete" the job, but the lab tech stopped this from happening. This took place on 07/26/2019 and our order # is XXXXX. We reached out to the company to ask what happened, and they said their driver said he did not have the ability to remove the bed and left. I asked them why we got confirmation emails that the service was completed, and the rep stated that "it was just a mistake on our part". I asked for a full refund for the service not being completed. The representative said because the driver went to the location, she could not give us a full refund. I asked to speak with the manager and the manager, the manager reassured me that they would send another driver out to the site to get the items, and we would have nothing to worry about. I agreed, and rescheduled the pick-up for 07/29/2019. On the day of, we get a call from our lab tech saying that the company went in the building, picked up the mattress, loaded it in their truck and left. They did not even attempt to get the bed base, but we did got an email stating that the service was completed and both items were picked up! I called the company back once more, demanded a full refund for the terrible customer service and inconvenience put on the staff in the hospital. The manager told me that because they did pick up one of the items, they could not give a full refund, only half of the item not picked up. The total amount of the service was $117, and they refunded us $35 in 3 separate refunds of $15, $2.50, and $12.50. I insisted on the full refund for the inconvenience put on all of my staff and the job not being completed. He said he could not issue that credit and will not because of the partial work.
We want a full refund back to the charged account for the terrible customer service and incomplete service.
The Mattress Disposal Plus contractor was contracted to remove a bed and mattress. Upon arrival the team determined that, without additional assistance, the hospital bed was far too heavy to move without risk of injury to the team and damage to the location.
The team contacted the Mattress Disposal Plus offices and arranged to have additional personal complete the pickup. Upon arrival the Mattress Disposal Plus contractor found that another junk company also arrived and advised they had been contracted to do the same job. While the Mattress Disposal Plus team was removing the mattress, the other junk company entered the location and removed the bed.
Upon contacting the customer we were advised that she knew she had intentionally doubled booked the removal with another company.
Unfortunately, as we were completing the job as contracted, had already removed half the items and due to the customers double booking of the job, were unable to remove the last item, no refund is due.
(The consumer indicated he/she DID NOT accept the response from the business.)
The other junk company was hired in case the job was not completed once again. We were contacted by this company that upon arrival, Load Up was removing the mattress and left. They did not attempt to go back inside to remove the adjustable bed base. This was verified by the sleep lab staff as well.
We have receipts and time of completion from the other company - which was later in the day. They did not attempt to remove the item until Load Up left the location. Load up left the location and sent a confirmation at 9:22 am. The owner of the other junk removal company confirmed that they arrived shortly after Load up. He let us know that Load up left as soon as his company showed up and did not attempt to re-enter the hospital. Load up did not inform us of this, they only sent an email confirming that both of the items were picked up. The first team Load up sent took pictures of the hospital bed, and the team that Load up sent to re-attempt to pick up the items were shown the pictures - and confirmed that they had the ability to complete the task. The owner of the other junk removal company reached out to us, confirmed that they were at the location, informed us of the departure of Load Up, and asked us if we still wanted them to enter and complete the job. The other company did not have the means to remove the item - they went above and beyond to complete this job. They had to go to the hardware store and purchase the items necessary to disassemble the bed. They did not start removing the bed until about 9:45 am and completed the job around 11 am.
Therefore, the statement "While the Mattress Disposal Plus team was removing the mattress, the other junk company entered the location and removed the bed" is completely fabricated.
We were the ones that had to reach out to Load Up, they did not contact us. We had to wait to hear about this incident from the other company and the sleep lab staff.
A complete refund is due to the lack of communication and incompletion of the job. A refund of $35 was issued on 7/29/2019. We are owed $82.
As the client admitted to double booking the pickup and this action directly lead to the 2nd company picking up the adjustable bed while we were working on the pickup as contracted, no further refund is due.
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in the previous response, the company that was hired as backup did not remove the bed until LOAD UP did 1/2 of the job and did not return to finish.
We are due a full refund for the incompletion of promised work.
I hired a mattress disposal company Mattress Disposal powered by Load Up to remove a Calif. King mattress from my home. They have not done that
I hired Mattress Disposal Plus powered by Load Up to remove a Calif. King mattress from my home. It was set up for 8-16-2019 between noon & 4pm. My new mattress is being delivered and I need the old one out. 4pm came and went and nothing from them. I tried contacting them but no answer finally got one after 4pm driver had a 'family emergency' and can't get here until sometime Monday that doesn't work they were paid upfront $87 for this removal. I have contacted them and explained I cannot remove it myself (I'm 66, 5'4" with a brand new total shoulder). It needs to leave these premises this weekend overtime is there expense.
California King Mattress to be picked up Sat., Aug. 17 or Sun., Aug. 19.
We do apologize for the situation the customer has experienced. Unfortunately, issues outside our control do occur which can cause delays. This is why we disclose that dates and times cannot be guaranteed in our terms and conditions that all of our customers are required to agree to an order to place an order. However, I can confirm this mattress was removed on the 17th as the customer requested.
(The consumer indicated he/she ACCEPTED the response from the business.)
After A LOT of phone calls from me for 2 days (I had to call them), I think they got tired of hearing from me! They finally send an unmarked, pickup truck around 7pm on the 17th driver was very nice but they dropped the ball at least the old mattress is gone.
My service was rescheduled twice and then it was late. I ended up not using the service and was refused a refund by their bad customer service.
They canceled my item pick-up two times at the last minute, then when they did show up a week late (at 1:30pm even though I chose the 8am-12pm time frame), they wouldn't take my item. The employee who showed up with her teenage son texted me throughout the weekend asking me for details and photos of my item. Then when she arrived it was clear she had no intention of taking it. It was an old mattress with no major issues, just some stains that didn't even penetrate the top cover. Their website says they only reject mattresses with bed bug infestations, which mine was not even close to having. They refused to give me a refund because they consider it a cancellation. All of the customer service people are basically teenagers who can't help and don't seem to even know how to.
I just want my $100 back. The judgement is so subjective regarding whether they will take an item that I feel like I was set up to lose. I even paid extra for their employee to carry my item down two flights of stairs. So if I can't get the entire cost back, I'd at least like to get the cost of the "extras" back.
Mattress Disposal Plus offers mattress disposal services across the country including pickup of the mattress and disposal via donation, recycling or landfill. However, due to safety concerns, we are not able to pickup all mattress and there are a few limitations. These include mattresses with bed bugs or other bug infestations, water logged or those soiled or contaminated with bodily fluids. All of these are listed under item restrictions that the customer has to check off that they have read and agreed to to place their order. If a individual places an order that violates these terms, we reserve the right to withhold any refund as we still have costs incurred for the order. While it is unfortunate Mrs. placed an order that clearly violated the terms and conditions, as we still have costs incurred with the order, no refund is due.
(The consumer indicated he/she DID NOT accept the response from the business.)
My mattress did not meet their description of mattresses they do not take. There were stains but they did not penetrate the top cover and were not bodily fluids. I at least want a refund of the extra costs of requesting that they carry it out of my apartment and travel up 2 flights of stairs. That is clearly not a part of the cost they incurred, as the base rate was lower than what I paid.
Had a service window of 8am to 12pm on 7/27/2019. No call, no show.
Had a service window of 8am to 12pm on 7/27/2019. No call, no show.
Order # XXXXX
Contact support, they tried to reach the driver and because of no answer - they stated they would keep trying and call me back. An hour went buy and no callback, I attempted to call and nobody was available to speak to. Left message and got no callback.
Received a text message at 3pm that said they reached out to the driver for pickup and they should be there around 5pm.
Driver gets there and it looks like someone who drives around and collects junk, not anyone in the business of mattress disposal.
The driver then told me he was sorry and he just got my order at 4pm for a 5pm pickup.
Tried to contact the company and left messages to see how I can be compensated for sitting around all Saturday waiting for them to figure out my order, no response.
I would like to see my credit card refunded for this inconvenience. I would also like for them to be more upfront that the people picking up the items are just people off the street and not employees that are licensed or bonded/insured to perform removal services.
All the independent contractors Mattress Disposal Plus utilizes are fully insured, background checked and qualified to perform removal of any type of item, including mattresses. Our website and terms of service does fully disclose this information prior to the customer confirming their order.
Additionally, while we do our best to meet our customer preferred time frame, we do advise all our customers that the times cannot be guaranteed due to issues outside our control such as traffic, weather or mechanical issues.
We appreciate and value all our customer's feedback and thank them for taking the time to share their experience.
(The consumer indicated he/she DID NOT accept the response from the business.)
I doubt the drivers wife who was assisting him with the pickup is on your approved list. But I found nothing on your website stating that you use contractors. You do state "White Glove removal service from uniformed professionals" - which this was not the case of either person in the vehicle.
Also your refund policy is if the window is missed due to traffic or things outside your control.
Your company did not even attempt to follow up with me during the process and the fact you sent the information to the driver 4 hours past my service window is not acceptable.
Please issue a credit to my credit card for this.
We do apologize for the confusion regarding our services. If you would please refer to the terms and conditions page on our website located at https://***.com/terms you will find that in the first paragraph we explain that LoadUp acts as a 3rd party digital matching service that connects you the customer and independent contractors who provide the service. Load Up Technologies LLC. does not deliver, pick up or service any items at the customer's site. While we respect all our customers opinions, all of our independent contractors are background checked and insured professionals who are fully capable of performing their duties regardless of sex, age, race or creed.
Additionally, while the driver was provided the order prior to your time frame, you placed your order on July 26th for next day service. If you continued to read the terms and conditions page you will see that we state we CANNOT and DO NOT guaranteed next day service for deliveries or pickups. It may take up to 48 hours to service your items to be picked up depending on all of the above circumstances and how busy the driver's schedule is. The terms and conditions were made available to you prior to you submitting your order and is required to be checked to place an order. We do this to ensure all of our customers fully understand what they are ordering and agreeing to and avoid any possible confusion.
We appreciate you taking the time to share your feedback and please let us know if you have any additional concerns.
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated - you breached the agreement, please issue a credit.
Not legit. Stole from me
Good Afternoon Mrs.,
We have been trying to reach you to discuss your order for quite some time now, unfortunately with no success and for that I do apologize.
You indicated you wished to have your items removed during a 4 hour window. While we do our best to accommodate that window, as is stated in the confirmation email you received, due to situations outside our control, such as weather, traffic, or mechanical issues, we cannot guarantee that time window, however if a issue arises, we will do our best to work within your schedule to complete your pickup.
While for many years we have serviced tens of thousands of customers nationwide with great success, in your case, one of those unforeseen issues did arise and we were late. I do apologize for any inconvenience this has caused. We already refunded your money the day we missed your time frame and we would love the opportunity to still pick up your items at no cost to you.
Please feel free to respond to my email and let us know how we can help make this better for you.
Chris G
Director of Operations - LoadUp
I contacted Mattress Removal Plus to have a king sized mattress removed from my home to be delivered to a recycling center so that all or most of its construction could be recycled instead of ending up landfill. The cost was $90.00 and their website clearly states that the picked up items would be directly delivered to a facility to recycle the picked items. The crew arrived today at my home to pickup my mattress and when I inquired as to where it would be taken, I was informed by Fred, the crew lead-man, that the mattress would be taken to the landfill as he was instructed to do so. I explained that that was NOT to be taken to a landfill as per their services which I paid for. Fred called Mattress Disposal Plus and they asked him if he knew of a recycling center near me that would take the mattress which he stated no. They told Fred to figure it out which is when Fred contacted a local non profit shelter that would be happy to take my mattress, which is what Fred and crew did today.
If I had known that this was the outcome, I would have had the mattress professionally cleaned and taken myself, which would have been much less expensive.
This company has taken the stance that they promote the well being of the planet by recycling old mattresses and sofas, but in actuality they are dumping the removed items to the landfills. If I had not inquired as to where they were taking the mattress, it would have ended up in the landfill which is the OPPOSITE of what I paid for.
Here is the link to their website which details their removal process:
https://mattressdisposalplus.com/
Product_Or_Service: Mattress Removal to recycling center
Order_Number: XXXXX
Modification/discontinuance of As we are all becoming conscious of the state that our planet is suffering, they should not be deceptive in their practices and causing a greater number added to the landfills. If they do not have a facility in the customers local area, they should refer the potential customer to other options instead of taking the customers money and deceiving them. If this one instance has happened to me, I can assure you it is happening company wide. They must be held accountable!
LoadUp is dedicated to connecting customers who have a need to dispose of household items with independent contractors who remove and dispose of those items. The primary means of disposal is recycling and donation. However, not all items are in acceptable condition to be donated and recycling centers are not always available in various locations across the nation. Due to these and other factors, LoadUp cannot guarantee recycling or donation of items. This is explained in our terms and conditions which every customer is presented with and agrees to upon ordering our services.
An excerpt from our terms and conditions found at www.goloadup.com/terms
LoadUp and its affiliates, independent contractors or subsidiaries reserve the right to dispose of items in the best manner possible. While our independent contractors do strive to recycle and donate as many items as possible, we cannot and will not guarantee that items (mattresses and furniture) will be recycled. Certain circumstances can and do prevent independent contractors from recycling. Potential circumstances that would prevent recycling include but are not limited to the following:
1.Lack of recycling/donation facility within proximity to pick up location
2.Recycling or donation center refusal of items
3.Poor condition or contamination of items
4.Bed Bugs or other insect infestation
5.Inclement weather or other "Acts of God"
As new recycling facilities open throughout the country we will use them in addition to the existing network of facilities as well as continue to donate acceptable items to charities and non-profits as our primary means of disposal.
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I initially conducted my business with Mattress Disposal Plus, I have no idea as to why Load Up is responding to my compliant with Mattress Disposal Plus. Furthermore, Mattress Disposal Plus has a facility here in College Station which is within the limits of their services.
https://mattressdisposalplus.com/college-station/
Therefore, Load Up was not hired by me nor were they in any way referred to in the terms within the Mattress Disposal Plus website. In addition, Load Up did not instruct the contractor to take my mattress to a recycling center, which as you see Mattress Disposal Plus has one in my area. Load Up told the crew "figure it out on their own since the crew did not know of a recycling center to take my mattress" which left them with my mattress. I explicitly stated that I paid for it to be recycled, not taken to the dump. Luckily, the head crewman took my mattress to Twin City Mission, which I could have done on my own had I known that this was their practice. The mattress was 5 years old and in good condition but I had changed mattresses.
The issue at hand that was most disturbing to me was that the crew that Load Up hired had serviced one other pick up prior to mine. They had taken that mattress to the DUMP. Had I not inquired as to where they were taking my mattress, it would have ended up in the dump as well. I was fortunate that the crew had called Twin City Mission to accept my mattress.
Therefore, Load Up was negligent in informing the crew that Mattress Disposal Plus has a facility here in a College Station and was not hired by me. Though they must have been hired by Mattress Disposal Plus, they were negligent as well for not sending their facility crew in College Station to service my order.
LoadUp, Mattress Disposal Plus and Couch Disposal Plus are the same company located in Atlanta, GA. We maintain three websites, two of which tailored towards the specialized needs of mattress disposal and couch disposal with each branded as operated by LoadUp clearly on the websites. In addition, we maintain various city specific websites to promote our services in those areas, however we do not have any physical locations outside our Headquarters in Atlanta, GA.
LoadUp/Mattress Disposal Plus/Couch Disposal Plus does not operate nor do we claim to operate recycling or disposal facilities. We connect customers with our vast network of Independent Contractor crews nationwide who remove and dispose of those items. The primary means of disposal is recycling and donation. However, not all items are in acceptable condition to be donated and recycling centers are not always available in various locations across the nation. Due to these and other factors, we cannot guarantee recycling or donation of items. This is explained in our terms and conditions which every customer is presented with and agrees to upon ordering our services.
Very misleading and unreliable service. Scheduled a removal in advance, they charged my card immediately, and I received confirmation that my pick-up was on schedule for the next day, and that my driver would reach out to me 30 minutes before the delivery. Instead of my driver, I get a call from a curt and unapologetic woman who says unfortunately their driver is "still out of town and no one can do your removal today." I expressed my disappointment and asked for my refund, and all she said was "just so you know it will take like 5 days to get the money back to you."
They say they try their best to accommodate everyone but sometimes "things just happen" which I get, but between the other reviews of customers having the same poor experiences of being cancelled on literally right before the removal and the poor customer service experience I had, I would not recommend this service to anyone who is in need of reliable junk removal and efficient customer service
As a consumer, from where I'm standing, not only am I not receiving the services I requested, but now i'm waiting up to 5 days to receive my money back for a delivery they confirmed and charged me for when in fact they didn't even have the removal staff in town to complete the job.
Thank you for taking the time to let us know about your experience. We sincerely apologize for any and all inconvenience to you and for the manner in which your issue was handled. There has been a full refund processed to your account and I would also like to let you know that we have done further training with the representative who helped you. We hope to avoid this situation in the future and are taking the proper steps to ensure our customers are better-taken care of in the future. Thank you again for your time and patience while we resolved this matter.
Extremely poor customer service. Our time was cancelled on us the night before service and after we had already gotten furniture ready for them to move the next morning. Things happen - I understand that; that's not where the negative review comes into play.
We asked for a 100% refund as we need the furniture out sooner than the suggested re-schedule times. We were told we could not receive our refund. The most they could offer us was to cancel our order and keep 50% of our money (with no service, and in fact, a cancellation the night before presumed customer service after we had gotten our furniture ready to move). Customer service tried to act like this was our fault. We were then offered $10 off our original price, but again, that's not the problem - we need to go with another company; we don't need $10 off. Book at your own risk. Remember, the company cancelled the time, not us. Would never recommend to anyone. Would absolutely never use this service again
First, let me offer my apologies for the experience you had with LoadUp. We value each of our clients and hold ourselves to a very high standard of customer service excellence. I appreciate you taking the time to leave feedback and allowing me the opportunity to resolve this situation to your satisfaction. We are dedicated to improving our service and our yours and each of our customer's feedback is critical to that improvement.
Upon review of the phone calls and interactions, it is our understanding that as the driver was unavailable for the original scheduled time frame, you would like to delay the pickup until you returned from vacation. We would be happy to accommodate this, however, if you would rather cancel, we can also issue a full refund, which ever works best for you. Chris G - Director of Operations
Maybe this business has some learning curves and working out the kinks. Ordering seemed easy. My credit card was charged immediately even though my pickup was a week away. I received a call the night before that my pickup of 5 pieces would be between 12-4pm. No one ever arrived. I called the next morning and voiced my concerns. They arranged for someone to show before noon. Someone did show about 11:45. The reason I give them a 2 is because they charged my credit card before any services were performed. And, because they did not show when scheduled. Thirdly, I had to cal and tell them no one showed. I do wonder if my mattress were actually going to be recycled or put in a landfill. Not sure about that.
The company seems to out source people to do their pickups from afar. Not sure it works very well. Also, any business that charges your card before they perform a service, seems odd.
We sincerely apologize for any and all inconvenience to you during your pickup. We did experience some technical difficulties on your scheduled day which resulted in a few missed pickups, but we have pinpointed and corrected the problem and have issued a partial refund to your account. We do our best to offer excellent, timely removal with unmatched customer service. We definitely missed the mark with your pickup and we would love the opportunity to provide the service we know we can should you ever be in need of any future removal. Thank you for choosing MDP and for your valuable feedback.
I scheduled a pickup for today, days ago, from 4 to 8pm/ I had to take off early from work and drag the items curbside. They never showed up. Their web site has no mechanism to reschedule or track their service, yet their mechanism to charge my bank account works like a charm. They had a person text me, out of the blue,(I had not authorized such contact and only gave my number to assist with pickup and location of my address) claiming they were going to make my delivery seamless and asking for a specific time preference for the pickup but when I responded I got no reply. So I took off early from work to be here on time and dragged the two mattresses I had scheduled for pickup, out to the curb, as instructed. They never showed up. Cancellation on the site has a hefty fine, calling them outside of business hours gives you an answering machine and the texter customer service guy replies that cancellations are above his pay grade, shrugs the whole thing off and says I should call to reschedule. So now I have to take off early yet another day to make up for the lack of professionalism of this company with no guarantee that they're going to show up. If I leave the mattresses out there overnight they'll get dirty. The site has no where to request a refund other than a form to submit feedback, which, after what I've experienced so far, not very encouraging.
Completely unacceptable.
Product_Or_Service: mattress disposal
Order_Number:
Refund I'd like a refund or the actual disposal of the mattresses by tomorrow, at a time of my convenience, and preferably with a partial refund for my troubles. This is taking me away from other serious matters I need to attend to, and the reason I wanted to pay this company for their services is so they could save me some time, instead of wasting it.
Two more days passed and pickup never occurred. Finally, after they reassigned the pickup to another vendor. The vendor came after hours with a van loaned from a personal friend because she had given her personally guaranteed pickup. The company was extremely negligent, to the point of having one of the company's vendor solve the problem in its stead.
Service was not completed as promised.
We scheduled a pick up of a mattress between 8am and 12pm on 5/5. The driver did not show up so I contacted the office and was told "something must have happened to delay the driver." I mentioned I would like a refund because I need the mattress taken away today because I have an event at my home and did not want a mattress sitting in my dining room. The customer service rep said I could reschedule for another day but if I "cancel" I'm charged 50% of the total fee. So I pay up front, select a delivery window, they don't come in the window and I have to pay a fee to "cancel". They proceeded to tell me the delivery window is not guaranteed - which completely negates the purpose of scheduling a window. It is absurd I have to fight to receive the service I paid for and I absolutely will never use this company again and I will be filing a dispute on the credit card transaction because the company did not complete the service they promised.
The business should refund my money in full since they did not follow through with their service.
We sincerely apologize for the issues you experienced during your pickup. Unfortunately, the crew that was headed out to remove your items was involved in a significant accident which left their vehicle out of commission. We did call the same day and approve the full refund for the service due to these conditions. We have since spoken with the driver who has completed this pick up. I have issued a partial refund to your account for the inconvenience caused to your due to these conditions.
(The consumer indicated he/she DID NOT accept the response from the business.)
I no longer I want to press this issue but it was the subcontracted local company in Nashville who went out of their way to make this right. LoadUp/Mattress Disposal+ did not resolve this issue and issued me a $10 credit. It's worth noting that the window was missed completely and the wreck happened when the driver was on the way to our home almost 2 hours after the window closed. I worked with the local company who notified me that LoadUp did not notify them of the time frame they were due to pick up the mattress and they believed the time to be after noon based on their communication with LoadUp. The local company rep was apologetic and said they would come to pick up the mattress anyway. ONLY after LoadUp found out that there was an accident (much later than the scheduled window) did they offer a full refund. Prior to that accident I was told I had to pay 50% to "cancel" my pickup because their windows are not guaranteed. The owner of the local company called me and arranged to personally come pick up the mattress in his own vehicle the next morning on his own time - which he did. I will absolutely never use nor recommend LoadUp to anyone - ever. The business is not operating with integrity and is forcing customers to pay for services they did not receive. If the accident had not happened, they would not have ever allowed me to get a refund. And after all of my time and energy we get a whopping $10 back. I'm fine with this as I'll make sure they never get business from us or our friends. We also run an online publication in Nashville with 30K plus followers on Instagram as well as 10K hits per month on our website. We will make sure to note our experience for our readers as well.
Wanted to recycle my mattress ordered pick up it was delayed then found out by driver that mattress would not be recycled but put on landfill
Being a concerned citizen and passionate about recycling I thought it was great when I found Mattress disposal plus and watched the videos on how they take mattresses to a recycling facility that can't be donated to charity.Website was misleading. I ordered pick up online, was called the next day and could not pick it up on 4/20 as scheduled, had to store mattress outside until Tuesday 4/24. Driver called to confirm pick up and only after him asking if "this was a return" I wanted to confirm that he was picking up for recycle. His explained that with the condition of the mattress he would not be able to donate and would have to throw it out. I was upset that I had to pay $85 for someone to take the mattress and not recycle it. I could have thrown it in my truck and taken it for free to our local transfer station 2 miles from me....but I thought I was doing mother nature a favor and willing to pay the $85.
I called the company and Hailey was very nice in explaining the process and the changes they would try and make to the website to make it clearer, however, after stating my case she did not offer a refund until I questioned about it. She stated she was only able to discount the $10 for service fee and the rest went to the "recycling/disposal" I again stated "but it wasn't recycled, and disposal is free here" (I never pay when I drop things at the transfer station). I finally agreed with the $10 discount if that was all they would give me. I feel I deserve a full refund. If I would have had all the information up front I would have taken the mattress myself. I hope they do change the website for this area to reflect the services more accurately. As a consumer I read the paragraphs on the page and watched the animation of the process and went right to the order online button. There should be clarification within the animation or a statement about the order online that catches a consumers attention before proceeding.
I hope that recycling of these materials continues and becomes more popular and I'm glad there is a company that is trying, but I feel I wasn't given enough information and not offered the right compensation for this issue.
I feel a full refund would have been appropriate vs. $10 off.
I want to again apologize for the confusion during your pickup. We do have sections on our website that explain if there is no recycling option in the area, we are not able to recycle. We are refunding your account in full and want to thank you for your business and for taking the time to contact us about your experience.
This was an extremely unsatisfactory experience - we had 31 pieces of furniture including sofas and large dressers to be picked up. I spoke with the Mattress staff ahead of time in depth to ensure that there would be enough movers to manage the pick up and she assured me that this was full service and that the driver would have a truck to remove everything. Our appointment was scheduled for 12-4pm. The driver arrived around 4:30pm. However upon arrival, we realized it was only one person with a small van. There is no way one human could move our couches and dressers alone, nonetheless fit them all into his small van. The driver was very pleasant, however he completely underestimated the job throughout the day. He moved some small items and then spent a significant amount of time taking the kitchen table apart to try to fit it into his small van. The driver informed us that he would have to make several trips to pick everything up. Which would take several hours of time.
I contacted the company to complain about the negligence of communication with their driver about the details and requirements of the job. The service I was receiving was COMPLETELY not what I was sold. It was a clear bait and switch.
After explicitly demanding some type of refund for the dramatic lack of service, the supervisor very hesitantly provided a 10% discount. It was now 6:30, and I was assured that the items would be removed and the job would be DONE by 8pm.
The driver left at 6:30pm to go get a truck that would fit our furniture and an assistant - he did not return until 8:35pm with the truck. He did not complete the job until 10:30pm.
This job ended up taking 6 hours (4:30pm-10:30pm). We hired this company to do this job to save ourselves the time and headache of managing it ourselves. And instead we got a major headache, wasted an entire day (12p-10:30pm) dealing with it, and received subpar customer service and unsatisfactory resolutions to the issues.
A 10% refund for a bait & switch job in unacceptable.
Product_Or_Service: Furniture removal
Order_Number:
Refund This job should have only taken a couple hours. For it to take 6 hours is unacceptable. The reps I spoke with on the phone were in Georgia (I'm in NYC) - the company needs to do a MUCH more responsible job vetting their subcontractors, as well communicating with them about the details of the job. I have yet to speak to a customer service representative who could provide a reasonable resolution. A 10% refund for an obvious bait & switch job in unacceptable, I would appreciate a full refund.
Update- We will be reaching out to the customer to attempt a reasonable resolution on this order. We've already discounted close to 50% of the true service cost for this customer and services were completed.
(The consumer indicated he/she DID NOT accept the response from the business.)
A package of services was sold to me at the agreed upon discounted price - this does not justify subpar service. We agreed on a price and service, which I then purchased. After I called in to complain that the promised truck and multiple movers were not there, but rather one person and a small van, I was refunded 10% ($50) and promised that the job would be completed by 8pm.
The driver left at 6:30pm to go get an actual truck and an assistant, and did not return to my house until 8:30pm. This was a half hour AFTER the job was promised to be completed. The job was then not completed until 10:30pm. That is unacceptable. The service I received was in no way what I was sold - it was a clear bait and switch. I was sold a full service removal package, and ended up having to assist, and also spend 6 hours managing the disater of a pick up.
The company's claim of a 50% refund is not only false, but concerning. When you sell a customer a service/product at an agreed upon price, that does not mean that the service can be any less quality. Had I known the company was going to send out a service that was not what I purchased, I would have never hired them. Never once did anyone say to me that because they were discounting the price would I get different service. What I was told is that because it was a bulk pick-up there was a package discounted price. That is standard industry practice.
For the company's response to be that they already provided a discount is unacceptable - that package discount was given BEFORE the horrible service was provided. A 10% refund was provided during the service, and then a promise of timely completion (by 8PM) was made which was then not kept (finished at 10:30PM). This is when I reached out again to file another complaint, in hopes of receiving a more appropriate refund for the extreme lack of communication, high level of negligence, and bait and switch of service promised vs. provided.
Made contact with this customer. Apologized for the issues with this pickup. Came to an agreement with the customer to issue a refund of all funds minus $150 to cover disposal fees for the items removed. Customer deemed this as an acceptable outcome on the phone.
This company charged my credit card and failed to pickup and dispose of the Mattress I paid them to remove from my house.
I have a confirmed order# XXXXX that was placed on 07/07/17 for Mattress disposal plus to pickup 1 king size mattress from the driveway of my residence. The scheduled pickup date was 07/11/2017, and the mattress should have been picked up no later than 8PM. I called the company at 4:30PM on 07/11 to verify the pickup was still on track. They said they would check with the driver and call me back...they never called me back. I called back at 6:12 and left a message asking for a response. I called again at 8:10PM and left a message letting them know that nobody had picked up the mattress.
The next day, 07/12, they called me in the morning...apologized for missing the pickup, and assured me someone would come by to remove the mattress that day. I called them at 4:30PM to check on the status of my pickup....they said they would check on it and call me back...NOBODY CALLED ME BACK.
The mattress is STILL sitting in front of my house and the company STILL has my money.
Finish the job and compensate me for the time and effort I have spent trying to get you to do what you agreed to do. I shouldn't have to call you 5 times, leave 3 voicemails, and fill out a Revdex.com complaint to get you to do your job.
Mr ***,
We apologize for the service delay. We completed the pickup the same night the complaint came in at 10:30PM. We additionally refunded you back $37 onto your card on file for the inconvenience. Once again, we apologize and hope this corrects the complaint.
Best Regards
After submitting this Revdex.com compliant, I sent Mattress Disposal Plus an email at 7:35PM and provided the details of my complaint. Even though this was after business hours...I received multiple responses from the company, and they even sent someone to my house at 9:30PM to pickup the mattress. Although my initial experience was less than satisfactory, I feel they took the steps necessary to address my issue and I'm satisfied with the result.
Never use this company in Chicago. I called after my 4 hour window to find out they would be an hour late. I called again after an hour to find they would be another 90 minutes late. No proactive communication. And in the end didn't care that I missed a half day of work that cost me a lot of money. I literally sat around my house for 6-1/2 hours waiting for these people.
Stay away!