Complaints

This profile includes complaints for 1-800-PACK-RAT, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1-800-PACK-RAT, LLC

  11640 Northpark Dr Ste 300 Wake Forest, NC 27587-3302

  
• 

  1-800-PACK-RAT, LLC

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  1-800-PACK-RAT LLC

  533 Rotterdam Industrial Park Schenectady, NY 12306

• 

  1-800-PACK-RAT, LLC

  15 Rasons Ct Hauppauge, NY 11788

• 

  1-800-Pack-Rat, LLC

  8422 Wellington Rd Manassas, VA 20109

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a storage pod and paid the initial fee. Then I went online and extended the unit a couple more weeks, playing the remaining balance upfront. The screenshot attached specifically shows Estimated Future Transportation Costs: $0.00; however, the lady I spoke to on the phone today told me I owe $95.23 upon pickup on Saturday.When I told her I paid the remaining balance and told her it showed no future costs, she was dismissive and unprofessional in her rebuttal and proposed solution. She said she cant control what the app says but told me I owe the money and shell send me an email. When I told her again that the website indicated no additional money was due, she continued to be abrasive and dismissive. If this is a system glitch own it. Dont place blame on the consumer for your companys technological hiccups. I paid the balance indicated.I was also told I would get a text reminder the day before pickup which never happened, resulting in the pod not being empty during the original pickup date. When the driver called, she asked if it would be ready the next day and I said absolutely. Then all of a sudden the lady I initially talked about called me today and said there are no pickups and I have to wait until Saturday. I better not get charged for your inefficiencies in processes and or being short staffed, because I didnt get get a text reminder as previously advised.I welcome you to pull the call and feel free to retrain your staff on de-escalation and conflict resolution.

  

  Business Response

  Date: 06/12/2025

  ******, we deeply apologize for the issues you experienced during your move. Thank you for taking the time to speak with a member of our team so that we could discuss the events that transpired during your move and provide adequate compensation for your experience. Please let us know if there is anything further that we can do to assist 
  
  

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were promised a deliver of anytime on 6/6. When they failed to deliver our pod as promised, they promised by 8am on 6/7. When we ***led we were told sorry it will be there 12-4, next recorded *** reveals a quote of 3-7. Then we received a ***l saying it will arrive at 2:30. Now we ***l at 8pm and have heard nothing and spent the day waiting for its arrival at the empty home. Original delivery date was 6/6. We want compensation Pensaran for canceling movers twice and time spent waiting two days in a row.

  

  Business Response

  Date: 06/16/2025

  ********, we apologize for the issues you experienced. Thank you for speaking to a member of our Resolution Team so that we could provide proper compensation to you as well as gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.
  
  

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business wont help me remove a container that was supposed to be picked up yesterday. The driver never showed up and when I call I get transferred to a supervisor who never answers. When I ask them to come pick it up they tell me I will have to schedule a new pick up day. But I have a HOA who wants it moved **** is and going to fine me 500 dollars. ***** Pack Rat is unwilling to help me

  

  Business Response

  Date: 06/13/2025

  ******, we apologize for the issues you experienced. Thank you for speaking to a member of our team so that we could gain more insight into the situation and complete the pickup of your unit. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.
  
  

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company claims our stuff would be secure and they would pay up to ****** of damages they gave us a broken create and our stuff got infested with rats because it was broken we had to throw away all our furniture and when I showed them pictures they said it was our fault after that they sent me a contract I never signed that was dated in may 2025 when I got the crates in October of 2024 all Im asking for is that they reimburse us for the move and they denied me Im going asking for the reimbursement and the furniture to be paid

  

  Business Response

  Date: 06/10/2025

  The 1-800-PACK-RAT Zippy Shell corporate claims department was contacted regarding the determination made on the customer's claim. Their team confirmed a thorough investigation was completed. Please be advised that a thorough investigation was conducted by the corporate 1-800-Pack-Rat Zippy Shell claims department. However, our Claims Team discovered there was not enough evidence found during our own investigation to support the unit was faulty. The damages occurred and rodents are considered an act of God, acts of God are not a covered peril. If the customer would like to speak with us further regarding the claim process, they can contact our Corporate Claims Team directly at ****************, or by emailing ***********************************************************.
  

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled 2 containers with Pack Rat to be delivered with out home goods to my new home in ***************, **, about 90 minutes north of *******. The first one showed up as scheduled on 5/21/25 and was picked up as scheduled on 5/23 when the second container was delivered. My issue is that the second container was supposed to have been picked up 5/27 and it's now 5/29 and it's still sitting in my driveway blocking the delivery of other new appliances, landscapers, etc. and making the rest of our move a problem with our HOA, which doesn't allow on street parking overnight. We're going to be fined for having multiple cars parked in the street and I have no idea when they are planning to come and pick it up. Every day they say tomorrow. I spoke with the "Escalation Manager" last night who offered to reduce the cost slightly but offered no guarantees that the container would be picked up the following day. However, he assured me it was on the schedule to be picked up by noon and here I am today at almost 2pm after calling them again and being told it "should" be picked up at some point today. The manager's excuse was that my new home is too far away from their warehouse and they didn't have time or resources to come get it. We both signed a contract here and only one of us is living up to it...... AND I am still supposed to pay them to come pick it up! I'm going to have to review what options I have to remove it myself if not addressed in the next day or two. Once they have your money they don't care how they inconvenience you. I would never recommend this company as their customer service takes an hour or longer on hold to reach every time and then being transferred to a manager puts you on hold again for another ************************************************* a lot and significantly inconveniencing my family.

  

  Business Response

  Date: 06/09/2025

  ****, we apologize for the issues you experienced. Thank you for speaking to a member of our billing team so that we could provide proper compensation to you as well as gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.
  
  

• Initial Complaint

  Date:05/29/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were expecting our moving pod on Tuesday, May 27, 2025 between 5:15 - 9:15pm (EST). It is May 29, 2025 1:15 pm (EST) and my husband and I have spent 7+ hours on the phone with 1-800-PACK-RAT corporate offices and have spoken to 4 Supervisors. No one can tell us where our moving pod is and the driver that contacted us for delivery two days has vanished. We have no information about our moving pod now.

  

  Business Response

  Date: 06/05/2025

  *****, thank you for your feedback. We deeply apologize for the stress and inconvenience that this experience has caused, and we appreciate your willingness to discuss the situation in more depth with a member of our resolution team. We can confirm that the customer has received her unit and compensation is being discussed due to the delay. 

  Customer Answer

  Date: 06/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the company on Sunday the 18th of May and they told me they couldn't pickup the container until June 10th then we would have to wait another 10 days for delivery. Thats over a month to receive my household itrms. They told me it was a busy time of year. If they would have been honest and told me upfront I would have simply chose a different company. They were only concerned about the sale.

  

  Business Response

  Date: 06/05/2025

  *******, thank you for taking the time to share your experience with us. We deeply apologize for any miscommunications that you may have experienced. Thank you for speaking to a member of our team so that we could gain more insight into the situation. Your feedback is greatly appreciated, and we hope to get your unit out to you sooner than the expected date. We will continue to keep the customer updated. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23387649
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 06/05/2025

  
  I am rejecting this response because:
  
  The company did take off the fuel surcharge, which I'm not sure why they were charging me in the first place because fuel has gone down. I did just receive a charge of 358 dollars for a rental fee which I shouldn't have to pay for because I contacted them weeks ago to pick up my container.  Still no eta for any earlier delivery.  It is unacceptable to make customers wait this long. 

  

  Business Response

  Date: 06/06/2025

  *******, we apologize for the issues you experienced. Thank you for speaking to a member of our Team so that we could gain more insight into the situation. We can confirm that the most recent payment has been refunded. Our dispatch team is currently working on getting transit updates for this customer, in hopes to have the unit reach the destination facility at an earlier time. Your feedback is greatly appreciated, and we hope to resolve this issue with you soon. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23387649
  
  I am rejecting this response because:
  
  I last heard from the company on 6/6/25. No updates on delivery. The delivery time is unacceptable. The added charges were refunded rightfully so since we would not have received any charges in the first place if the unit was received in a reasonable time. 

  

  Business Response

  Date: 06/13/2025

  *******, thank you for taking the time to share your experience with us. We deeply apologize for any miscommunications that you may have experienced. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you.  
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My delivery of my Pod was scheduled for May 5th, 2025. I recieved a call on Friday, May 2nd, 2025 stating there was an issue with the facility where my pod was being held, and they would need to push my delivery date back to May 7th, 2025. I called on May 6th, 2025 to confirm my delivery for the following day at which time on a recorded line the agent stated yes, youre good to go. In May 7th, as I was expecting my delivery, an agent calls me to inform me that there is NO estimated time for my delivery as the facility in question is still having issues. The earliest date I was given was a WEEK AND A HALF later on Friday, May 16th 2025. I had to adjust my entire week and use money due to not having any furniture or items for work. On May 15th, I once again contacted Packrat to see if my delivery was set for the following day. The agent stated actually, were going to need to push it back one more day to Saturday and informed me that my pod was actually not at the facility that had an issue, but was in a completely different county. I spoke to a supervisor who took the lead on this issue. Over several emails, I was informed that my pod was set to delivery on Saturday and once it was delivered, I would speak to someone regarding compensation (pictures attached). I have emailed the agent twice today (May 19th, 2025) after being told to reach out to discuss this, and have not received a response. Terrible communication, terrible customer service, terrible experience.

  

  Business Response

  Date: 05/20/2025

  ****, we apologize for the issues you experienced. Thank you for speaking to a member of our Resolution Team so that we could provide proper compensation to you as well as gain more insight into the situation. Your feedback is greatly appreciated, and we are happy to know that we could resolve this with you!

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/27/25, we ordered a 16 ft pod and later delivered an extra 8 ft pod a couple of weeks later. The delivery and pick up of those pods was smooth, but the entire process after that has been a nightmare. Both pods were taken to the ***** facility, where we were promised that these pods would be picked up and delivered to the ********* location well before our delivery date of 5/12/25. We received a call from customer service on 5/7 stating that our pods were going to be delayed for delivery on 5/13, with no explanation as to why. A couple of hours later, we received another phone call from customer service stating that our pods were being delayed yet another day for delivery on 5/14, due to damage at the ***** facility. We confirmed with customer service that our pods would not be delayed again and were told that they would in fact be delivered on 5/14 to our new home. This morning, 5/14, we received a call that our 8ft pod was scheduled for delivery by the driver. When we asked the driver about the 16ft pod, he mentioned that he did not have it on our route today. I called customer service, as we paid extra for the early delivery window for both pods, and was told our 16ft pod was "skipped". When I called customer service, they didn't have an answer for me which was frustrating beyond belief. The second call to customer service, and they mentioned our 16ft pod never left ***** due to the damage which we were told last week this wouldn't happen. I need answers and I need my 16ft pod delivered ASAP!!!

  

  Business Response

  Date: 05/20/2025

  *****, we apologize for the issues you experienced. We apologize greatly for the ongoing delay and your feedback is greatly appreciated. We hope to resolve this issue with you soon. 
  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23328197
  
  I am rejecting this response because:

  The company called and spoke to my husband on 5/19, providing no update and offering no resolution. The response was simply that they apologize but we may still be weeks out until we get our pod if not longer. Weve had an extensive amount of expenses due to not having any of our possessions in our new home as originally promised by the company for delivery on 5/12. I sympathize with what occurred, but it feels as though we simply go around in circles with this company and still have no idea on when we will get our items. It honestly feels as though the company is not doing anything to push local authorities to allow them access to their building in order to get customer pods out. We are not the only upset customer at this point. I paid over $4,000 to have my pods shipped on time, and so far have only received a $100 refund for our 8ft pod being delayed two days. Ive spent more on items I need due to not having my other pod. Id like to know what this organization is doing to further advance progress on getting inside of their building (its been almost 4 weeks since this incident occurred) and what the organization will do to make this right in the end. 
  
  Sincerely,
  
  ***** Prior

  

  Business Response

  Date: 05/23/2025

  *****, thank you for taking the time to share your feedback. Our team works hard to provide customers with the best support possible, and we apologize that this wasnt your experience. Our Upper Managment Team is aware of this situation, and we are working as quickly as possible to come to a resolution. We hope to resolve this issue with you soon

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23328197
  
  I am rejecting this response because:

  This organization continues to give a response that is not good enough. There has been no updates as to progress or timelines, no offer of resolution, and once again no service recovery efforts. Weve called and spoke to representatives who dont give us answers, weve been hung up on and transferred many times, been stuck on hold for hours to get no answers. We are beyond frustrated and still without any of our items that are essential to us! Id like to know what exactly this organization is doing to push for access back into the building so customers can get their items back? I know we are not the only ones impacted and highly upset by this situation!
  
  Sincerely,
  
  ***** Prior

  

  Business Response

  Date: 06/02/2025

  *****, we apologize for the issues you experienced. Thank you for speaking to a member of our dispatch Team. Your feedback is greatly appreciated, and we hope to resolve this issue with you soon. 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23328197
  
  I am rejecting this response because:

  I will not be resolving this complaint until I hear an update that my pod has been delivered, as requested. I have spoken with the *** early last week who provided a timeline of potentially 3-5 days to be allowed temporary access, but no updates since. 
  
  Sincerely,
  
  ***** Prior

• Initial Complaint

  Date:05/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1-Three weeks ago just about I scheduled to have one of my Containers to be delivered to me. (Short story which was a BIG mess my two 16ft containers that were in storage for ********* were transferred over to Pack Rat in Tx which that whole take over was a mess and I can complain about that but I am not here for that) 2-Their system was down and they could not put it in so they said they had to have it put in manually. (This was after the second time of calling and trying to set up as the first time they told me that and never set it up) I even stated that I was with ********* prior and that I was owed a free delivery and pick up so I wanted the one container that I had not had delivered, to be delivered and picked up the next day and I wanted access to both on the 15th (All dates are May)3-I called again to confirm on the 6th which my container was to be delivered on the 9th the agent stated that she saw it and it was all scheduled 4-Date of delivery I did not receive any phone calls, I called around 10 or 11 and was put in the cue for a call back, received trainee call so I heard everything that the trainer said to her. She told the agent this is ********* she has to be transferred and we only see a pick up date of the 10th. I did state to the agent how is there a pick up date with no delivery date. The trainer stated you need to transfer her the new agent 5-I spoke to a supervisor that advised me that she spoke to the warehouse and that I would have to move my stuff into one of their containers as they could not move *********. No one called to tell me anything in regards to this as I did call and confirm on the 6th. She then stated that I would have to pay for pick up and delivery regardless of my contact that should be honored by them from *********. I then asked to speak to her supervisor as this was unacceptable. She sent an email to her higher up Who called basically I moved items over to their container and I still have yet to receive my container

  

  Business Response

  Date: 05/19/2025

  *****, thank you for taking the time to share your experience with us and speaking with a member of our team. We are glad that we were able to complete the delivery of your unit in order to complete your move. We deeply apologize for any miscommunications that you may have experienced. We hope that one day you may allow us opportunity to provide a different experience. 
  
  

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****