Pros
As a past vendor, there is really nothing good to say about this company.
Cons
Please reconsider before signing up as a vendor for LoadUp and their Connect program. I need to preface this warning by saying that I do not normally write formal complaints in public, I try to settle disputes in a calm and civilized manner whenever possible. Unfortunately, after much back and forth, LoadUp has proven that they have no interest in an amicable solution. In an attempt not to make this a books long comment, I will do my best to summarize the situation. Roughly 1 month ago I signed up to LoadUp’s “Connect” program. This program sold me because I would not have to send “invoices” to LoadUp for job’s that I complete. That process seemed way too tedious and time consuming for an owner/operator business like mine. I was told at signup that I would only have access to “Connect” Orders and not “Standard” orders that came into the app. A few day’s after logging into the app and learning how it works, I accepted my first job. It was an appliance removal that was about 5 miles from me. Seemed easy enough. I pulled up to the customer’s house, got the appliance loaded into the trailer, then attempted to get payment from the customer on site. After talking with the customer, they stated that this was a “warranty” removal and I had to return this unit to the manufacturer or they would not get their money back. I called LoadUp support and verified this information was correct. Indeed it was. LoadUp support also stated that I needed to destroy this item and fill in a destruction letter if I wanted to get paid. Hmmm strange… I was supposed to only be given Connect Orders, but I somehow accepted a Standard order. Each “program” has completely different SOP’s on site, so this was very confusing for me to hear. Now, this raised my first red flag with the company, but just you wait cause there are so, so many more to come! This whole scenario alone put me in a moral quandary. Do I need to destroy the item or do I need to return to the manufacturer? How do I guarantee that the customer gets their money if I destroy this? Why am I the one putting my businesses name on the line when this whole situation should have been explained in the Load Up Job briefing? LoadUp support guaranteed that the customer would get their money, so I proceeded to find a place to junk the appliance. The next red flag and biggest time waster was that I know had to hunt for a junkyard, landfill, or recycler who would fill in this destruction letter for me so that I could get paid. Long story short, it took me 3 hours to get this thing signed off on and destroyed after countless destinations would not sign it, or did not know what the destruction letter is. I contacted Go LoadUp support once again after it was completed, and was told that for the inconvenience they would bump the amount I was eligible to receive for the order. That at least gave me SOME reprieve. A few days go by, I receive an alert to send the invoice so I can get paid. I click the link, anticipating what amount they deemed my time worthy of. Lo and behold, it’s the same exact amount as the original job MINUS $30 for the background check charge for signing up on their platform. I physically laughed out loud and decided to just stick it out for at least a month and who knows, maybe this was just a really bad 1-off situation? I pushed forward with skepticism. Days go by, I see new orders coming in the app. Now that I know that my app has “Connect” and “Standard” orders integrated into it, I am extra cautious to be on the lookout for Connect orders only. I recall seeing maybe 1 Connect order over the course of a whole month, all the rest were standard orders. The 1 order I saw, I marked ignore as it was WAYYY outside of my service area. Fast forward to roughly one week ago, I reach out to my account manager and voice my concerns. I tell him I am not seeing connect orders, and that was the only reason I joined the subscription in the first place. I ask for a refund as their software is either not functioning as intended OR they just do not have as many CONNECT orders coming in as they initially stated. Either way, this is not a ME problem. After much back and forth, my account manager recommends I stick it out and just cancel a few days before the second month hits. I disagree, and want to cancel right away and would like a refund. At this point the account manager stated they would take this information to the higher ups regarding the refund, but also said that I would lose any and all points that I purchased at the start of the month if I cancelled now. “I guess I will stick it out for another week, but I am going to be very upset if no CONNECT orders come in and I get billed for a second month” I exclaimed. “I completely understand what you mean and will make sure that does not happen.” Said my account manager as he feigned empathy and understanding for the situation. Fast forward to Jan 24th: I receive a call from my account manager. Bad news, they can’t refund me as they verified that CONNECT orders are working as intended and that I ignored ONE that was way outside of my service area. In addition, my account manager actually had the gall to try to talk me into a second month as a vendor with their platform….At this point, I am starting to feel MUCH hotter than normal. I plead my case with the facts, hoping they will reconsider the refund. 1. I did not see CONNECT orders coming through on my end. (I know because I made it a priority to click on EVERY order that came through. Everything had a green bar with the words STANDARD on it. 2. This may have been a software glitch on LoadUp’s end or they just do NOT have the volume of CONNECT orders that they initially stated. Either way, this is not a ME issue. As the conversation continued, I just got more and more frustrated as my account manager is very convincing with showing false empathy. I ended the call with the final statement. “Look, at this point in our conversation you’re basically calling me a liar. You’re denying any sense of wrong doing, denying my refund, trying to get me to signup an additional month, and you’re expecting that I just EAT my $250/subscription cost. As a small business owner, please tell me why big corporations like yours just expect people to just “accept” your word as law? Why are you not beholden to the same standards as small business owners? Cause you better believe that if a customer voiced a concern about my service or quality that I provide, I would do everything in my power to make sure that they are taken care of and leave with a positive experience. I can tell you right now, this has not been a positive experience for me .” The call ended shortly after and so to did my faith in LoadUp and the quality of service they provide. Now you may be may be a current vendor for LoadUP and your experience has been completely different than mine, positive in fact. I’m jealous if so. I wanted this platform to work so badly, but it didn’t and LoadUp had no desire to make it so for me. Or you may be a junk removal company who is considering signing up on their platform. If you choose to, I say good luck, but let my story be a warning for the quality of customer service and vendor support ahead. Big businesses need to be held accountable too, and that is why I wrote a post on social media. Shortly after my post went live, I was blocked from their page.
