An Atlanta woman claims she was scammed by the LUGG app. That’s because she paid around $222 for “10 minutes” of work, only to end up with a steeper bill.
“ I was just scammed again here in Atlanta, and I’m about to lose my mind,” said Kristin (@talkwithkristin) in a video that’s gotten over 2,000 views. Since then, many have urged her away from LUGG, pushing for platforms like TaskRabbit and Thumbtack.
Kristin hires movers from LUGG—things go wrong from there
Kristin hired services from LUGG, an on-demand moving and delivery app, to help her get a couch she found on Facebook Marketplace. She said she hired only one person with a truck because her family could help her and the mover unload the couch. She expected the process to be simple. Instead, she said the experience felt confusing from the start.
The app listed that the men “arrived” at her house when they had not.
“ I’m like, ‘hey, it says that you’re already loading my items. You’re not here.’ And that was about 20 minutes prior to them getting there and they’re like, ‘oh, we’re lost,’” she said. Customer service ensured that they wouldn’t add additional charges for the late movers.
She saw two people arrive at around 5:43 p.m. for load-in, something that worried her, considering she didn’t want additional fees. The pair took less than 10 minutes to get the couch from the woman’s house. They loaded it quickly and returned to their truck.
The app updated and showed that the movers were “on the way” to Kristin’s house. But she watched them from her location, as she also went to the woman’s house. This was confusing, as the app showed them in transit at the time.
They eventually made their way to her house, placing the couch inside and completing the delivery. The service ended at around 6:20 pm, with the entire process taking less than an hour. Kristin emphasized that the experience left her unsure about the communication within the app and the accuracy of its updates.
Then, she got a bill.
LUGG charges Kristin
As soon as Kristin saw a $222 charge on her banking statement, she questioned it. That’s because her total, based on her estimation, should not have been that much.
“So then we get charged,” she said. “You pay for the truck, which is like $30 or something like that, and [then] you’re charged for the mileage. The mileage was like two miles, and I was already charged for that in advance. Then you get charged for the labor, and it’s 94 cents per minute. So, that would’ve been like 45 minutes of labor… The entire labor was a total of maybe 20 minutes altogether. You don’t get charged for [them] driving [to their facility and] back.”
Kristin said that the LUGG movers claimed they put in three full hours of labor instead of 45 minutes.
@talkwithkristin I’m not the one #scammer #appscam #movingscam #movers ♬ original sound – talkwithkristin
Customer service—a nightmare
Kristin contacted customer service immediately, who said they could not handle the conversation “via chat.”
“ They said, ‘you’re gonna have to email this to us. We can’t handle this via chat.’ And I said, ‘no, you’re gonna fix it right now or else I’m gonna show up to whatever corporate office you got,’” Kristin said.
She ended up emailing their support line, who dropped her charge to $54.56. She was happy with this at first, but then the charge dropped down to $42. Kristin thought they may have given her a discount for the trouble. Then, the charge once again changed. A pending request for $70.80 showed up on her card instead.
Kristin plans to dispute the charges with her bank, especially given the fact that she has a final receipt that lists $42 as the correct charge for her service.
“ My final receipt that I got showed $42. So you need to remove all these other ridiculous charges. Then [I’ll] have my bank block them completely,” she said.
Commenters generally recommended other services, like TaskRabbit or Thumbtack, in the future. Kristin agreed, saying that this was the only time she would use LUGG. “I love Thumbtack…use it all the time. I just knew I probably wouldn’t be able to get someone immediately on Thumbtack, so I tried LUGG. I’ll never make that mistake again,” she said.
The Mary Sue has reached out to Kristin and LUGG for more information.
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