Name: LoadUp
Rating: 4.58

“Setting up the pick up was easy, paid upfront based on the estimate provided via photos submitted. They then asked for more photos prior to the pickup as was stated an unlisted item was also scheduled. I submitted those photos via their website as well as via email the morning of the day before our scheduled pick up. On the day of the scheduled pickup they never came. We contacted them and they needed to reschedule for the following day. They finally arrived and as they were loading up the items I asked if they had enough room in their van and they assured me it would all fit. It didn't. They had to unload the van at a local place and come back for a second load up (no pun intended). Upon returning their service center attempted to contact me and the loader handed me his phone to speak with them. Speaking with the rep I was told that I needed to pay an additional fee, which was more than the original amount I paid upfront, claiming that due to the second loading trip it I have to pay more. I told them this is extortion asking for more money due to the lack of either your estimator, process, scheduler or size of the vehicle that I shouldn't have to pay for. They put me on hold and later came back saying they would lower the amount but I still had pay in order to remove the rest. I said no way I'm paying any more than I already did so how do we proceed from here. They said they then couldn't complete the job and take anything else. Unfortunately for them the loaders were done with the second batch so I asked what now? Are you seriously going to ask them to do more work to not take it and unload it? The rep them spoke with the loader to work out the details but they took the rest and I refused to pay extra. All in all I think they have poor communication with their estimation and dispatch process. Likely just a subcontractor that doesn't do a great job of connecting the work to the right folks and then tries to make up for it by charging more money. Be careful this doesn't happen to you!”

Helpful Report

Posted 4 years ago

“I had a disappointing experience with LoadUp. They missed an all-day appointment to pick up a sofa, then missed another slot the next day. The loader finally arrived 3 hours late by himself, so I had to help lift the sofa. They offered small refund, but too little in my opinion based on how much time I spent on the phone and waiting for them to arrive.”

Helpful Report

Posted 4 years ago

“Missed the time frame by over 2 1/2 hours and still haven't showed up. Tried to contact and took almost 2 hours to return call. To find out they don't even have a team scheduled to come out and they didn't even know when they could make it to get 2 TV's. What a wasted day.”

Helpful Report

Posted 4 years ago

“I would even give you guys a one star! Horrible service! No communication what’s so ever! Left my in laws handing in the wind telling me that you were coming today!(05-29-2021)! You should be ashamed of yourselves! Thinking of sending the ghost bed back!”

Helpful Report

Posted 4 years ago

“No call no show. Customer service rude”

Helpful Report

Posted 4 years ago

“THESE PEOPLE ARE CROOKS. THEY STOLE HUNDREDS OF DOLLARS FROM ME AND THEN TRIED TO TELL ME IT WAS MY FAULT”

Helpful Report

Posted 4 years ago

“I had an extremely poor experience with LoadUp Junk Removal. I scheduled my removal two weeks in advance and the movers showed up at my home over two hours early from the pre-arranged time slot so I wasn't there. I spoke to the LoadUp driver over the phone and he said he'd return during the time slot after his other pick-ups. He never arrived and I waited for over four hours. I called LoadUp and they informed me they couldn't get in touch with the driver either so I had the choice to either cancel with a full refund or reschedule the pick-up with a discount. I chose to reschedule because I was in the process of moving and need the removal to happen quickly. The discount amounted to less than 15% off so I found another service to carry out the pick-up. When I called LoadUp to officially cancel my pick-up, they informed me I could only receive an 80% discount. After re-reading my report, they agreed to grant me a 100% refund as originally promised. The email receipt I received after this call was 80%. I had to call LoadUp another two times to confirm I was receiving a 100% discount and get an email receipt. While the people I spoke to over the phone were polite, this was an incredibly frustrating ordeal. I would recommend anyone looking for a junk removal service look elsewhere for a more reliable experience.”

Helpful Report

Posted 4 years ago

“I scheduled a pick up, loaded all the stuff outside and waited for several hours and paid a lot of money, I received a confirmation email stating who was assigned to me. The guy NEVER CALLED OR SHOWED UP!! When I called the number provided for the person assigned it went straight to voicemail! So unprofessional and I am EXTREMELY disappointed, this was a huge inconvenience for me, and will not be using this company ever again! When a customer pays a ton of money, and works their butt off taking all the stuff out (I'm a single mom I don't have help which is why I ordered a pick up for this stuff) and puts it infront of there house which doesn't look very attractive, and schedules a pick up, SHOW UP! Or at least have the courtesy TO CALL, communicate with the customer, if you CANT MAKE IT! I could of been getting other errands done or spending some quality time with my kids instead of paying a lot of money just for no one to call or show up! I feel like I just got scammed and will be reporting to the BBB!”

Helpful Report

Posted 4 years ago

“I hired Loadup to disassemble and remove a large playground set. They removed the playground (mostly) on the scheduled day, but they left my yard in a dangerous condition, and hid portions of the playground in the brush several yards from where the playground was. The day after they removed the playground, I discovered that they had left over a dozen large metal bolts, washers, nuts, and screws in the grass, and had stashed pieces of the playground in the brush several yards away. Loadup themselves refused to do anything other than have the guy come back and actually asked me to haul the stashed portions of the playground equipment -- which I believe is in my neighbor's yard -- to the front of my house to make it easier for him to pick up. Don't be mislead by Loadup's statements about their multi-million dollar insurance premium, background checks, etc. None of that will do you a bit of good. Their policy is that whatever happens, they are not financially responsible, and they will not refund your money.”

Helpful Report

Posted 4 years ago

“Placed a mattress and box spring pickup through a mattress manufacturer when buying a new mattress. Confirmation email did not show what items were confirmed for pickup and representative that arrived refused to pick up both and refused to contact anyone for authorization. Was unable to call customer service due to them being closed even though it was within delivery hours.”

Helpful Report

Posted 4 years ago

“I arranged and paid for service and no one showed up at our planned time. I received a phone call that the loader did not have a helper. We rescheduled, and a (different) loader called and said he did not have a helper. Finally at 9 pm they showed up. Nice guys but the helper was obviously an untrained random person. They knocked into my counter and chipped the surface off of it. Very bad experience (except the guys were nice)”

Helpful Report

Posted 4 years ago

“One scheduled appointment and one rescheduled appointment did not happen - no phone calls and the numbers provided for the drivers were never answered when called. They suggested rescheduling again - I don’t think so. Very disappointing service.”

Helpful Report

Posted 4 years ago

“This is a horrible company. I needed to get a couch removed and so went to their website to schedule it to be picked up. They said they could pick it up the very next week on Wednesday. The next week, I got a call on Tuesday informing me that the movers could not pick it up on Wednesday and it needed to be rescheduled. I was not too happy about this, but I agreed to push it back another week to the following Wednesday. After waiting another week, they called me yet again to inform me that they couldn't move it this week either, and would I like to reschedule? Hell no, I don't want to reschedule. I told them give me my money back. I couldn't keep adjusting it again and again when they are telling me they will do it this day or that day and then they never do it. So I demanded they give me my money which they refunded. Soon after, I called another company about the couch and not only did I get same day service, I was able to have movers to pick up the couch within around a 2 hour time frame and I was impressed. LoadUp cannot even get someone to remove your junk having been given weeks in advance and already collecting your money but the company I ended up going with was able to get a truck to me within a couple hours and I didn't have to pay anything until the job was complete. I falsely assumed that I didn't have to look at reviews. How difficult is it to bring a truck and pick up a couple items, right? I was wrong. You have to look at reviews for anything you do any more. This is a horrible, unethical company. Stay away.”

Helpful Report

Posted 4 years ago

“Not impressed. I’ll never use again. I had a scheduled indoor pick-up for Saturday evening, and after a lot of back and forth, someone finally picked my stuff up on Wednesday morning. I also hauled my own mattress and box spring down a flight of stairs and outside on my own. Then they gave me a $10 refund. Seriously, consider another company that won’t lie to you a prioritize the Super Bowl over their responsibility.”

Helpful Report

Posted 4 years ago

“The individuals did not show up on time and lied about where they were and how long it would take to get here”

Helpful Report

Posted 4 years ago

“Pickup was to be today 2/2 between 4 and 8. Never showed. They assured me that even though I was out of area, they could accommodate. Now I’m stuck with all this furniture and new furniture is being delivered tomorrow😖”

Helpful Report

Posted 4 years ago

“They never showed up. Gave me no updates if there was a problem. I'm out the money I paid them”

Helpful Report

Posted 4 years ago

“LIARS CHEATS THIEVES STOLE MONEY FROM ME. Took my $$ NEVER came out.”

Helpful Report

Posted 4 years ago

“Junk removal was scheduled between 8am-Noon. Received a call around 10am from the driver saying his help had called out sick. He said he would try to come by later that evening. He showed up at 4pm alone to haul away a VERY heavy wine fridge. It outweighed him by 2:1 and he couldn't control it on the appliance dolly. He damaged the door to my pantry, the walls and a cabinet door. I called the company and reported the issue. They indicated I would get a call from a supervisor within 24-48 hours. I never received a call. I never received a call from the local driver either. Terrible company...would not recommend!”

Helpful Report

Posted 4 years ago

“Greetings. Sending this as a reply to your text request for a rating on the service we received. As a business owner I wanted to pass this on to your company for your review. I was very impressed with your website explaining all your services, etc. I sent a photo of the sofa (2 piece sectional) I needed hauled away and received a quote of $144.00. I called this past Saturday and was very pleased with the quick service date as we needed it removed today to make room for the new furniture. The text detailed all the info about the sofa, that it wouldn't fit in the elevator, etc. I confirmed all that was in the text when I booked and paid for the service on Saturday. I explained that there were stairs 30' from the front door of the apt. so that if they couldn't fit it in the elevator they could go down those stairs and not have to deal with any other obstacles on the way to their truck. The lady that booked the order said she would note all that in the pick up order. Earlier today Carl called me and said they were on the way. His younger helper arrived first and appeared to be a gentleman. I showed him the sofa and asked if he needed me to move the dining room table to give them more room to remove the sofa. He said no and that they would take care of everything. Carl arrived a few minutes later and they loaded the first section on the dolly. I had removed the door stop of the front door before they arrived so that the door would open further and they would have enough room to pass through the doorway without damaging the doorway, etc. Carl lead the way out and passed through with no problem. The helper then tried to pass through and the wooden legs of the furniture struck the door frame causing minor damage. I attached photos. After a few tries he was able to pass it through. I mentioned it to him and maybe due to a language barrier he didn't seem to understand me. They kept moving and just squeezed it by the entrance gate, that leads to front door, without any damage. The helper said they would be back in a few minutes. I went back inside. A few minutes later I went to throw out trash and passed by the 4th floor elevator. They were there trying to get the sofa to fit. I nicely mentioned that I didn't know if they had been notified, but the movers that moved us to this condo said it wouldn't fit in the elevator. I told them that I knew it would be easier if they could get it in the elevator and they were welcome to try, but to please be careful as the HOA monitors the elevator and area with cameras. Carl said they were aware of that. I disposed of the trash and returned home. My wife asked me to pick up the mail while we were waiting for them to return for the second piece. I went down the stairs next to the elevator and when I got to the first floor I saw them trying to stuff the sofa through the doorway of the rear lobby glass door. The furniture legs once again kept banging into the door frame until they finally maneuvered it into the lobby. I pointed out to them, again in a nice way, that the stairs by the apt. door lead directly to the parking lot where they could have there truck waiting if they liked and not have to deal with going through the lobby rear door to go through the lobby and exit to the parking lot via the lobby front door. They said okay. I propped open the front lobby double doors and they went out towards their truck. I picked up the mail and went back home. A short while later the helper returned and walked directly to the living room to pick up the second piece. I asked to show him something at the front door, the minor damage, with the intention to ask them to please remove the legs/be more careful before taking out the second piece or take it out in a different way so that the legs would not make contact with the doorway. I'm not in your line of work and know that you all are the experts, but I have moved and helped many friends and family move through the years so I know that if you position the furniture a certain way on the dolly or even if you are carrying it there will not be contact with the door frame. The helper's reply was, "I know where the stairs are." I asked again and this time he followed me to the front door. I showed him the minor damage, never making any comment reference making a complaint or seeking repairs, etc as my only intention was to prevent a similar occurrence when they removed the second piece. He became upset saying that he didn't do that as it was old damage then used my screwdriver to try and remove the legs. I told him that it was not necessary to remove the legs as he could avoid contact with the doorframe if he was careful on the way out. At that time Carl returned and the helper showed him the damage. They both became very upset raising their voices just outside the apt. door saying that this was not fresh damage and that they hadn't caused it. I explained, again very nicely, that I was standing right behind the helper and saw when he accidentally struck the doorway with the furniture legs. The legs rubbed on the door frame and chipped a small piece off the door frame. Please see the attached photos. The helper then said, "We're not taking anything. Let's go." then they started walking out the door with the dolly. I tried explaining that all I was asking them is to be more careful when they removed the second piece of the sofa. My wife asked them to please take it as we had already paid for the service. When they were already outside the door they spoke in their native language then left the dolly outside the front door and came back inside. They picked up the second piece manually and carried it out the front door and through the gate without any issues. I thanked them and went back inside our apt. Thank you for your time in reading this. Greetings. Sending this as a reply to your text request for a rating on the service we received. As a business owner I wanted to pass this on to your company for your review. I was very impressed with your website explaining all your services, etc. I sent a photo of the sofa (2 piece sectional) I needed hauled away and received a quote of $144.00. I called this past Saturday and was very pleased with the quick service date as we needed it removed today to make room for the new furniture. The text detailed all the info about the sofa, that it wouldn't fit in the elevator, etc. I confirmed all that was in the text when I booked and paid for the service on Saturday. I explained that there were stairs 30' from the front door of the apt. so that if they couldn't fit it in the elevator they could go down those stairs and not have to deal with any other obstacles on the way to their truck. The lady that booked the order said she would note all that in the pick up order. Earlier today Carl called me and said they were on the way. His younger helper arrived first and appeared to be a gentleman. I showed him the sofa and asked if he needed me to move the dining room table to give them more room to remove the sofa. He said no and that they would take care of everything. Carl arrived a few minutes later and they loaded the first section on the dolly. I had removed the door stop of the front door before they arrived so that the door would open further and they would have enough room to pass through the doorway without damaging the doorway, etc. Carl lead the way out and passed through with no problem. The helper then tried to pass through and the wooden legs of the furniture struck the door frame causing minor damage. I attached photos. After a few tries he was able to pass it through. I mentioned it to him and maybe due to a language barrier he didn't seem to understand me. They kept moving and just squeezed it by the entrance gate, that leads to front door, without any damage. The helper said they would be back in a few minutes. I went back inside. A few minutes later I went to throw out trash and passed by the 4th floor elevator. They were there trying to get the sofa to fit. I nicely mentioned that I didn't know if they had been notified, but the movers that moved us to this condo said it wouldn't fit in the elevator. I told them that I knew it would be easier if they could get it in the elevator and they were welcome to try, but to please be careful as the HOA monitors the elevator and area with cameras. Carl said they were aware of that. I disposed of the trash and returned home. My wife asked me to pick up the mail while we were waiting for them to return for the second piece. I went down the stairs next to the elevator and when I got to the first floor I saw them trying to stuff the sofa through the doorway of the rear lobby glass door. The furniture legs once again kept banging into the door frame until they finally maneuvered it into the lobby. I pointed out to them, again in a nice way, that the stairs by the apt. door lead directly to the parking lot where they could have there truck waiting if they liked and not have to deal with going through the lobby rear door to go through the lobby and exit to the parking lot via the lobby front door. They said okay. I propped open the front lobby double doors and they went out towards their truck. I picked up the mail and went back home. A short while later the helper returned and walked directly to the living room to pick up the second piece. I asked to show him something at the front door, the minor damage, with the intention to ask them to please remove the legs/be more careful before taking out the second piece or take it out in a different way so that the legs would not make contact with the doorway. I'm not in your line of work and know that you all are the experts, but I have moved and helped many friends and family move through the years so I know that if you position the furniture a certain way on the dolly or even if you are carrying it there will not be contact with the door frame. The helper's reply was, "I know where the stairs are." I asked again and this time he followed me to the front door. I showed him the minor damage, never making any comment reference making a complaint or seeking repairs, etc as my only intention was to prevent a similar occurrence when they removed the second piece. He became upset saying that he didn't do that as it was old damage then used my screwdriver to try and remove the legs. I told him that it was not necessary to remove the legs as he could avoid contact with the doorframe if he was careful on the way out. At that time Carl returned and the helper showed him the damage. They both became very upset raising their voices just outside the apt. door saying that this was not fresh damage and that they hadn't caused it. I explained, again very nicely, that I was standing right behind the helper and saw when he accidentally struck the doorway with the furniture legs. The legs rubbed on the door frame and chipped a small piece off the door frame. Please see the attached photos. The helper then said, "We're not taking anything. Let's go." then they started walking out the door with the dolly. I tried explaining that all I was asking them is to be more careful when they removed the second piece of the sofa. My wife asked them to please take it as we had already paid for the service. When they were already outside the door they spoke in their native language then left the dolly outside the front door and came back inside. They picked up the second piece manually and carried it out the front door and through the gate without any issues. I thanked them and went back inside our apt. Thank you for your time in reading this. Greetings. Sending this as a reply to your text request for a rating on the service we received. As a business owner I wanted to pass this on to your company for your review. I was very impressed with your website explaining all your services, etc. I sent a photo of the sofa (2 piece sectional) I needed hauled away and received a quote of $144.00. I called this past Saturday and was very pleased with the quick service date as we needed it removed today to make room for the new furniture. The text detailed all the info about the sofa, that it wouldn't fit in the elevator, etc. I confirmed all that was in the text when I booked and paid for the service on Saturday. I explained that there were stairs 30' from the front door of the apt. so that if they couldn't fit it in the elevator they could go down those stairs and not have to deal with any other obstacles on the way to their truck. The lady that booked the order said she would note all that in the pick up order. Earlier today Carl called me and said they were on the way. His younger helper arrived first and appeared to be a gentleman. I showed him the sofa and asked if he needed me to move the dining room table to give them more room to remove the sofa. He said no and that they would take care of everything. Carl arrived a few minutes later and they loaded the first section on the dolly. I had removed the door stop of the front door before they arrived so that the door would open further and they would have enough room to pass through the doorway without damaging the doorway, etc. Carl lead the way out and passed through with no problem. The helper then tried to pass through and the wooden legs of the furniture struck the door frame causing minor damage. I attached photos. After a few tries he was able to pass it through. I mentioned it to him and maybe due to a language barrier he didn't seem to understand me. They kept moving and just squeezed it by the entrance gate, that leads to front door, without any damage. The helper said they would be back in a few minutes. I went back inside. A few minutes later I went to throw out trash and passed by the 4th floor elevator. They were there trying to get the sofa to fit. I nicely mentioned that I didn't know if they had been notified, but the movers that moved us to this condo said it wouldn't fit in the elevator. I told them that I knew it would be easier if they could get it in the elevator and they were welcome to try, but to please be careful as the HOA monitors the elevator and area with cameras. Carl said they were aware of that. I disposed of the trash and returned home. My wife asked me to pick up the mail while we were waiting for them to return for the second piece. I went down the stairs next to the elevator and when I got to the first floor I saw them trying to stuff the sofa through the doorway of the rear lobby glass door. The furniture legs once again kept banging into the door frame until they finally maneuvered it into the lobby. I pointed out to them, again in a nice way, that the stairs by the apt. door lead directly to the parking lot where they could have there truck waiting if they liked and not have to deal with going through the lobby rear door to go through the lobby and exit to the parking lot via the lobby front door. They said okay. I propped open the front lobby double doors and they went out towards their truck. I picked up the mail and went back home. A short while later the helper returned and walked directly to the living room to pick up the second piece. I asked to show him something at the front door, the minor damage, with the intention to ask them to please remove the legs/be more careful before taking out the second piece or take it out in a different way so that the legs would not make contact with the doorway. I'm not in your line of work and know that you all are the experts, but I have moved and helped many friends and family move through the years so I know that if you position the furniture a certain way on the dolly or even if you are carrying it there will not be contact with the door frame. The helper's reply was, "I know where the stairs are." I asked again and this time he followed me to the front door. I showed him the minor damage, never making any comment reference making a complaint or seeking repairs, etc as my only intention was to prevent a similar occurrence when they removed the second piece. He became upset saying that he didn't do that as it was old damage then used my screwdriver to try and remove the legs. I told him that it was not necessary to remove the legs as he could avoid contact with the doorframe if he was careful on the way out. At that time Carl returned and the helper showed him the damage. They both became very upset raising their voices just outside the apt. door saying that this was not fresh damage and that they hadn't caused it. I explained, again very nicely, that I was standing right behind the helper and saw when he accidentally struck the doorway with the furniture legs. The legs rubbed on the door frame and chipped a small piece off the door frame. Please see the attached photos. The helper then said, "We're not taking anything. Let's go." then they started walking out the door with the dolly. I tried explaining that all I was asking them is to be more careful when they removed the second piece of the sofa. My wife asked them to please take it as we had already paid for the service. When they were already outside the door they spoke in their native language then left the dolly outside the front door and came back inside. They picked up the second piece manually and carried it out the front door and through the gate without any issues. I thanked them and went back inside our apt. Thank you for your time in reading this. Greetings. Sending this as a reply to your text request for a rating on the service we received. As a business owner I wanted to pass this on to your company for your review. I was very impressed with your website explaining all your services, etc. I sent a photo of the sofa (2 piece sectional) I needed hauled away and received a quote of $144.00. I called this past Saturday and was very pleased with the quick service date as we needed it removed today to make room for the new furniture. The text detailed all the info about the sofa, that it wouldn't fit in the elevator, etc. I confirmed all that was in the text when I booked and paid for the service on Saturday. I explained that there were stairs 30' from the front door of the apt. so that if they couldn't fit it in the elevator they could go down those stairs and not have to deal with any other obstacles on the way to their truck. The lady that booked the order said she would note all that in the pick up order. Earlier today Carl called me and said they were on the way. His younger helper arrived first and appeared to be a gentleman. I showed him the sofa and asked if he needed me to move the dining room table to give them more room to remove the sofa. He said no and that they would take care of everything. Carl arrived a few minutes later and they loaded the first section on the dolly. I had removed the door stop of the front door before they arrived so that the door would open further and they would have enough room to pass through the doorway without damaging the doorway, etc. Carl lead the way out and passed through with no problem. The helper then tried to pass through and the wooden legs of the furniture struck the door frame causing minor damage. I attached photos. After a few tries he was able to pass it through. I mentioned it to him and maybe due to a language barrier he didn't seem to understand me. They kept moving and just squeezed it by the entrance gate, that leads to front door, without any damage. The helper said they would be back in a few minutes. I went back inside. A few minutes later I went to throw out trash and passed by the 4th floor elevator. They were there trying to get the sofa to fit. I nicely mentioned that I didn't know if they had been notified, but the movers that moved us to this condo said it wouldn't fit in the elevator. I told them that I knew it would be easier if they could get it in the elevator and they were welcome to try, but to please be careful as the HOA monitors the elevator and area with cameras. Carl said they were aware of that. I disposed of the trash and returned home. My wife asked me to pick up the mail while we were waiting for them to return for the second piece. I went down the stairs next to the elevator and when I got to the first floor I saw them trying to stuff the sofa through the doorway of the rear lobby glass door. The furniture legs once again kept banging into the door frame until they finally maneuvered it into the lobby. I pointed out to them, again in a nice way, that the stairs by the apt. door lead directly to the parking lot where they could have there truck waiting if they liked and not have to deal with going through the lobby rear door to go through the lobby and exit to the parking lot via the lobby front door. They said okay. I propped open the front lobby double doors and they went out towards their truck. I picked up the mail and went back home. A short while later the helper returned and walked directly to the living room to pick up the second piece. I asked to show him something at the front door, the minor damage, with the intention to ask them to please remove the legs/be more careful before taking out the second piece or take it out in a different way so that the legs would not make contact with the doorway. I'm not in your line of work and know that you all are the experts, but I have moved and helped many friends and family move through the years so I know that if you position the furniture a certain way on the dolly or even if you are carrying it there will not be contact with the door frame. The helper's reply was, "I know where the stairs are." I asked again and this time he followed me to the front door. I showed him the minor damage, never making any comment reference making a complaint or seeking repairs, etc as my only intention was to prevent a similar occurrence when they removed the second piece. He became upset saying that he didn't do that as it was old damage then used my screwdriver to try and remove the legs. I told him that it was not necessary to remove the legs as he could avoid contact with the doorframe if he was careful on the way out. At that time Carl returned and the helper showed him the damage. They both became very upset raising their voices just outside the apt. door saying that this was not fresh damage and that they hadn't caused it. I explained, again very nicely, that I was standing right behind the helper and saw when he accidentally struck the doorway with the furniture legs. The legs rubbed on the door frame and chipped a small piece off the door frame. Please see the attached photos. The helper then said, "We're not taking anything. Let's go." then they started walking out the door with the dolly. I tried explaining that all I was asking them is to be more careful when they removed the second piece of the sofa. My wife asked them to please take it as we had already paid for the service. When they were already outside the door they spoke in their native language then left the dolly outside the front door and came back inside. They picked up the second piece manually and carried it out the front door and through the gate without any issues. I thanked them and went back inside our apt. Thank you for your time in reading this. Greetings. Sending this as a reply to your text request for a rating on the service we received. As a business owner I wanted to pass this on to your company for your review. I was very impressed with your website explaining all your services, etc. I sent a photo of the sofa (2 piece sectional) I needed hauled away and received a quote of $144.00. I called this past Saturday and was very pleased with the quick service date as we needed it removed today to make room for the new furniture. The text detailed all the info about the sofa, that it wouldn't fit in the elevator, etc. I confirmed all that was in the text when I booked and paid for the service on Saturday. I explained that there were stairs 30' from the front door of the apt. so that if they couldn't fit it in the elevator they could go down those stairs and not have to deal with any other obstacles on the way to their truck. The lady that booked the order said she would note all that in the pick up order. Earlier today Carl called me and said they were on the way. His younger helper arrived first and appeared to be a gentleman. I showed him the sofa and asked if he needed me to move the dining room table to give them more room to remove the sofa. He said no and that they would take care of everything. Carl arrived a few minutes later and they loaded the first section on the dolly. I had removed the door stop of the front door before they arrived so that the door would open further and they would have enough room to pass through the doorway without damaging the doorway, etc. Carl lead the way out and passed through with no problem. The helper then tried to pass through and the wooden legs of the furniture struck the door frame causing minor damage. I attached photos. After a few tries he was able to pass it through. I mentioned it to him and maybe due to a language barrier he didn't seem to understand me. They kept moving and just squeezed it by the entrance gate, that leads to front door, without any damage. The helper said they would be back in a few minutes. I went back inside. A few minutes later I went to throw out trash and passed by the 4th floor elevator. They were there trying to get the sofa to fit. I nicely mentioned that I didn't know if they had been notified, but the movers that moved us to this condo said it wouldn't fit in the elevator. I told them that I knew it would be easier if they could get it in the elevator and they were welcome to try, but to please be careful as the HOA monitors the elevator and area with cameras. Carl said they were aware of that. I disposed of the trash and returned home. My wife asked me to pick up the mail while we were waiting for them to return for the second piece. I went down the stairs next to the elevator and when I got to the first floor I saw them trying to stuff the sofa through the doorway of the rear lobby glass door. The furniture legs once again kept banging into the door frame until they finally maneuvered it into the lobby. I pointed out to them, again in a nice way, that the stairs by the apt. door lead directly to the parking lot where they could have there truck waiting if they liked and not have to deal with going through the lobby rear door to go through the lobby and exit to the parking lot via the lobby front door. They said okay. I propped open the front lobby double doors and they went out towards their truck. I picked up the mail and went back home. A short while later the helper returned and walked directly to the living room to pick up the second piece. I asked to show him something at the front door, the minor damage, with the intention to ask them to please remove the legs/be more careful before taking out the second piece or take it out in a different way so that the legs would not make contact with the doorway. I'm not in your line of work and know that you all are the experts, but I have moved and helped many friends and family move through the years so I know that if you position the furniture a certain way on the dolly or even if you are carrying it there will not be contact with the door frame. The helper's reply was, "I know where the stairs are." I asked again and this time he followed me to the front door. I showed him the minor damage, never making any comment reference making a complaint or seeking repairs, etc as my only intention was to prevent a similar occurrence when they removed the second piece. He became upset saying that he didn't do that as it was old damage then used my screwdriver to try and remove the legs. I told him that it was not necessary to remove the legs as he could avoid contact with the doorframe if he was careful on the way out. At that time Carl returned and the helper showed him the damage. They both became very upset raising their voices just outside the apt. door saying that this was not fresh damage and that they hadn't caused it. I explained, again very nicely, that I was standing right behind the helper and saw when he accidentally struck the doorway with the furniture legs. The legs rubbed on the door frame and chipped a small piece off the door frame. Please see the attached photos. The helper then said, "We're not taking anything. Let's go." then they started walking out the door with the dolly. I tried explaining that all I was asking them is to be more careful when they removed the second piece of the sofa. My wife asked them to please take it as we had already paid for the service. When they were already outside the door they spoke in their native language then left the dolly outside the front door and came back inside. They picked up the second piece manually and carried it out the front door and through the gate without any issues. I thanked them and went back inside our apt. Thank you for your time in reading this.”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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