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 has 80 locations, listed below.

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• 

  1-800-PACK-RAT, LLC

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

  
• 

  1-800-PACK-RAT, LLC

  5752 NC Highway 117 S Wallace, NC 28466-8278

  
• 

  1-800-PACK-RAT, LLC

  385 French Collins Rd Conway, SC 29526-8483

  
• 

  1-800-Pack-Rat LLC

  260 S Niagara St Lockport, NY 14094

• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

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:01/04/2024

  Type:Billing 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 ordered a pod on Nov 29 th 2023. Pod was dropped off Friday, Dec 1 2023. I closed on my home and moved Pod to new location and pod was empty the end of Dec 29th...I called the 30th, Sat , but due to holiday, they were not answering phones, so I went online and ordered pickup. Couldn't get pickup until Jan 2 because they were closed for ***************** was picked up first thing Tues the 2nd, and they charged me for another month. I think this is terrible , and the woman I spoke to on the phone was not helpful, basically told me that they would not reimburse me for the Month because was the beginning of a full month and for missed pickup by the 1st...I am so disgusted and will never use them again, and will tell everyone I know not to ever use them...How can you charge someone for a full month when had the pod empty and sitting , awaiting for pickup, and the company was closed for the holiday. How is that my fault? Very upset ...

  

  Business Response

  Date: 01/08/2024

  We sincerely apologize for the issues our customer had with scheduling the pick-up during the holidays. A team member has reached out to discuss the situation and has processed a refund for the monthly rental. We hope to speak with ****************** soon.

• Initial Complaint

  Date:01/02/2024

  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 booked for two months with one 800 pack rat. It was from October 2 to December 2. I then called them to see if I could push the date back for a pick up to December 11. The person I spoke with mentioned, there would be transportation charges which I agreed to. He then proceeded to tell me that if I did this within the first six days it would be free of charge. I then explained to him that I still needed this to be picked up on December 11. I also said I would pay a prorated cost knowing it was a week and a half into a month cost. He never explained to me that I would be charged for the full month. I emailed them when I received the $80 quote asking if somebody had to be at the house when they picked up which I did receive a response stating no. I received a charge for $325 to my account which bounced and did not get fully Received. I sent them an email asking about that also wondering why it was for the full cost and not the $80 that they quoted me. Never received a response. Then a few days later, I did receive a $425 charge on my account which did go through. I have since emailed them six times trying to get a credit back to my account, or at least an explanation as to why the whole month was charged and not explained to me that I would be charged for that and no one is responding on email. I cannot get anybody to speak to me on this matter and I have asked them to send me emails so I have documentation. Im just asking for a cut back of whatever the prorated cost would be for the month. I have an email stating the receipt of $80 for transportation which was quoted , Im not sure what to do on how to get my money back.

  

  Business Response

  Date: 01/10/2024

  We are truly sorry for the any confusion or miscommunications surrounding the charges during our customer's move. A team member has attempted to reach ************ multiple times. We hope to speak with her soon to discuss this in further detail.

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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 container from this company. They were scheduled to deliver this container on 11/162023. Instead, they delivered it on 11/17/2023. They were scheduled to pick it up 11/17/2023. Instead, they came to pick it up on 11/18/2023 and did not pick it up. They have not come again until 11/22/2023 when they did pick it up. On 11/21/2023, they charged me one month rent from 11/17/2023 to 12/17/2023 when they were in the possession of their container on 11/22/2023. They could have picked it up on 11/17/2023 or 11/18/2023 but they chose to not pick it up. They now keep harassing me about the one month rent payment which they charged me and which I do not own them because they charged me when they were in the possession of their container.

  

  Business Response

  Date: 01/04/2024

  We sincerely apologize for the pick-up delays and billing issues that occurred during our customer's move. Our billing department has confirmed that the funds have been returned to the banking institution.

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 21072906
  
  I am rejecting this response because: I have called **** of America to verify if the disputed amount has been returned to the bank. **** of America stated that the merchant has returned the disputed amount to them on November 25, 2023. However, on December 29, 2023, the merchant has sent me and email stating that this amount is overdue. I have called their customer service on the same date and was told that I have to pay this amount and that they will keep sending me these emails until I have paid. They refused to stop sending these emails. I attached the image of their email.

  So, they returned the disputed amount to the bank but they expect me to pay it. I do not own them this amount because at the time of this billing, they were in the possession of their container. 

  I request that they completely adjust their billing to bring my account to the amount owned is zero, close my account, and stop harassing me.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 01/10/2024

  We appreciate the additional information and feedback our customer has provided. Our billing department has confirmed the account charges are valid as the unit was blocked and unable to be retrieved. Due to the current situation with the banking situation, no adjustments can be made.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21072906
  
  I am rejecting this response because: the container was scheduled to be picked up on November 17, 2023. Instead, they came to pick it up on November 18, 2023. They had opportunity to pick it up and they had not claiming that it was blocked. It is not true. Then, they have not come until November 22, 2023 when they finally picked up their container. So, they were in the possession of their container since November 22, 2023. Their bill is the charge for this container until December 17, 2023. I do not own this company anything since the time they were scheduled to get their container and have not picked it up. In addition, they picked it up on November 22, 2023 but charging me until December 17, 2023. This is wrong and dishonest.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/22/2023

  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.

  To begin, my initial conversation with ************** was quoted $3345 for the total cost of services to move our 16foot container from ****** to ******* so that they would be cheaper than their competitor which they guaranteed. After allowing them to be more competitive against a competitor of theirs that we were going to move forward with initially, they brought down their total to $3345. We were told by ****** in sales that this would be the total amount for service. The day the container was ordered we were charged $353.89, when the container was picked up on December 4th we were charged $3659.23. The delivery date that was guaranteed in the call with ****** was December 14th. Our container did not show up until late afternoon on December 19th. Almost a complete week after the guaranteed delivery date. While talking with **********************, and *************************** in the escalation department we were giving an "$800 credit" for their 100% admission of fault for delay. Realistically that only gave us a discount of $132 from the original quote and did not accommodate the incorrect charge on our credit card. *************************** refused to escalate my call within the company and told me I was making assumptions from the conversation with ****** that he cannot prove nor backup. This entire process has been a headache in terms of incorrect quotes and fees along with not knowing where our life's belongings were for 5 days due to incompetent scheduling of Drivers on their end. We have ended up with a charge on our card that is higher than quoted from the competitor with a delay and no remorse from this company.

  

  Business Response

  Date: 01/02/2024

  We sincerely apologize for any miscommunications that occurred during our customer's move with us. We can confirm that members of our Resolution Team have attempted to contact ******************** to discuss a resolution. We look forward to speaking with her soon. 

• Initial Complaint

  Date:12/19/2023

  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.

  *****, ** to ***** ** I ordered zippy shell and they were 4 days late in delivering the container to my house. They picked it up a day earlier for shipment and now i am waiting for my goods, 5 days after the due date i called to ask about the progress of my shipment i got the following answers:1. Its on its way 2. Its one state over 3. We dont know the tracking but its still on schedule On the day of the scheduled arrival at a warehouse in Georgia, I was told it was not yet picked up from the local storage in the city where i shipped it from [*****, **]As a writing, no one knows where my items are

  

  Business Response

  Date: 12/20/2023

  We sincerely apologize for the unexpected delays our customer experienced. We appreciate ******************** speaking with a team member so we could process compensation for the delays and ensure the container was delivered.

• Initial Complaint

  Date:12/18/2023

  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.

  We ordered the pod on September 16th 2023. The professional loaders/movers didnt use the protective materials provided for our items. During the long distance move, not only didnt multiple items get cosmetically damaged but the entire pod was completely covered in dirt and street grim due to not being covered properly during the long distance move from LA to *******. After submitting the claim for insurance, 3 months went by and they determined that our claim was denied because we didnt provide the professional movers with protective materials. Not only is that not true, I made sure to make sure that was covered in the purchase call because we had a negative experience with an other POD company in the past. This company didnt provide the service or protect of good that they claim to do as stated. I have called multiple times to speak with managers and many emails but I cant get through to anyone but the normal salesman. Please help

  

  Business Response

  Date: 12/27/2023

  The 1-800-PACK-RAT Zippy Shell **************** department was contacted regarding the determination made on the customer's claim. Their team confirmed insufficient evidence was found to support our loading crew's being at fault for the damaged property. During the claims investigation, there was only evidence found to support that although the customer provided some protective materials,  there were not enough protective materials being supplied by the customer to our load team, which is the customer's responsibility. Additionally, warehouse management reported no proof of mishandling or any accidents involving the customer's unit. The damages were determined to be consistent with normal shifting that can take place in transit. While we apologize for the customer's experience, we cannot accept liability for the damages incurred.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21016227
  
  I am rejecting this response because:
  

  Their claims are totally inaccurate. We had more than enough materials and supplies to provide them but they didn't actually use them. The overall experience was horrid. The truck parked the pod roughly ************************************************ front of our home. The pod was completely filthy. The loaders/movers were from a 3rd party that did not use the materials we provided apart from ONE lashing strap. We were told that the movers knew what they were doing and that they knew how to properly load the pod. Clearly this isnt true.
  The entire process was inefficient and post move, it is even worse because they are downright lying on their processed claims. If they are not refunding us for the damaged goods because of their reasoning, we want a reasonable refund on the actual service they provided because they did not live up to their promises and build up our expectations.
  We have plenty of proof and pictures, so our next step would be taking legal actions against this company and any involved parties.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/08/2024

  We appreciate the customer providing additional information and feedback. The 1-800-PACK-RAT Zippy Shell **************** Department was contacted regarding the determination made on the customer's claim. They have confirmed insufficient evidence to support the loading crew being at fault for the damaged property. During the multiple investigations, it was determined that the customer did not provide enough protective materials to the load team.Additionally, warehouse management reported no proof of mishandling or accidents involving the customer's unit. The damages were determined to be consistent with normal shifting that can take place in transit. While we apologize for the customer's experience, we cannot accept liability for the damages incurred. The driver parked 50 yards away to avoid low-hanging branches and limbs. While we apologize for the inconvenience of the placement, it was necessary to avoid potentially causing damage to the trees, truck, or unit. If there are additional questions/concerns, we request the customer to contact our **************** department directly at ************** or by emailing *********************************.

• Initial Complaint

  Date:12/18/2023

  Type:Order 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.

  1-800-PACK-RAT, LLC IS REFUSING TO REMOVE THEIR EMPTY CONTAINER LOCATED IN THE DRIVEWAY OF ************************************************************************* From: ******************* Sent: Friday, December 15, 2023 2:04 PM To: ************************************ Subject: ************************************************************************* Your empty container is sitting in this driveway. Remove it NOW !!!

  

  Business Response

  Date: 01/02/2024

  We are truly sorry for the pick-up delays and the issues this caused. We appreciate **************** speaking with a team member so we could work to get this resolved. We can confirm the unit has been picked up. 

  Customer Answer

  Date: 01/04/2024

   
  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:12/12/2023

  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 Oct 23rd 2023 Pack Rat picked up 2 moving pods damaging the driveway by going off the edge of the pavement into the yard. The driveway is oversized for two vehicles and more than large enough for their truck to safely keep on the pavement as evident by prior moves including the delivery of their containers by the first driver three days earlier who stayed on the paved surface without issue. The driveway is wide enough for two of their containers which were placed side by side. **** rat claims authorization to drive in the yard if needed to make the delivery and claims no responsibility for damages. I would only be expected to assume risk for damage if the property was not sufficiently sized for the driver to remain on the pavement for delivery and it absolutely was not necessary for him to depart the paved surface. The driver retrieving the containers prematurely turned off the pavement and drove the truck into the yard instead of driving onto the street resulting in significant and costly damage to the edge of the driveway. Their drivers negligence does not relieve the company of liability.

  

  Business Response

  Date: 12/20/2023

  The 1-800-PACK-RAT Zippy Shell **************** department was contacted regarding the determination made on the customer's claim. Their team confirmed a thorough investigation was completed. During the investigation the claims team conducted, it was confirmed that there was no evidence of the truck or unit being mishandled or any accidents or incidents discovered that proved negligence on our staff's part. While we apologize for the customer's experience, we cannot accept liability for the damages incurred.
  
  
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20993878
  
  I am rejecting this response because: the driver was clearly negligent by turning off the driveway into the yard prior to entering the street. His actions caused significant damage to the property. There's more than enough room for the driver to remain on the pavement which would have prevented any damage. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/03/2024

  The 1-800-PACK-RAT Zippy Shell **************** department was contacted regarding the determination made on the customers claim. Their team confirmed a thorough investigation was completed. During the investigation the claims team conducted, it was confirmed that there was no evidence of the truck or unit being mishandled or any accidents or incidents discovered that proved negligence on our staffs part. It is not the driver's responsibility to ensure that the paved surfaces they drive on it suitable for the weight of the truck or unit. While we apologize for the customers experience, we cannot accept liability for the damages incurred.

   

  Thank you for your help with this and I look forward to hearing from you soon.

   

   

  Regards,

   

  ***********************

  Client ******** Dev

   

  1-800-PACK-RAT | Zippy Shell

  ******************************************

  ***********, ** 27587

  Office: *********************

  Mobile: ************

  Email: *********************************

  Web: 1800packrat.com | zippyshell.com

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20993878
  
  I am rejecting this response because: The driver did not remain on the paved surface which is intended for vehicles. Damage was caused by The driver's negligence.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/12/2023

  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.

  In Nov 2023 we contracted for a long distance move through Pack Rat. We were quoted $5900 and the fees nearly totaled $7000. I have yet to have clarity on why I was billed twice for storage fees that I was told by several people that the company didnt charge me for, I have a detailed invoice and threw separate credit card transactions totaling $6980.00 this is an abuse! I would like an explanation for the charges and reimbursement for the overcharge amount.

  

  Business Response

  Date: 12/14/2023

  We are deeply sorry for the billing issues that occurred. A team member has attempted to contact ********************* to discuss the situation. We hope to speak with her soon.

  Customer Answer

  Date: 12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have since spoken with someone from the media department who helped me find resolution of this issue, adjusting the billing fairly and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:12/11/2023

  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.

  In September of 2023 I made arrangements with ******************************* with 1 800 Pack Rat moving and storage to arrange access to my 3 units and then to relinquish them on 9/15 for auction as I am on disability and could not afford to keep them any longer. My monthly charges for the units came to a total of ****** charged in 3 increments of ******. Even though I have spoken to *** in billing as well as others numerous times about the fact I relinquished my units in September, they continue to charge against my account. Today 12/10, 6 charges of ****** was charged against my bank account and left me with nothing. I keep my debit card turned off when I dont use to avoid unauthorized charges. I unlocked my card to pay a bill and within a minute all my money was gone before I could lock it again. I am disabled and on disability and on a fixed income. Charges like these are predatory against those seniors like me and it has left me devastated and right before Christmas too. I have contacted my bank and contested the charges as well as contacted 1 800 Pack Rat and requested that *** contact me to refund the charges ASAP.

  

  Business Response

  Date: 12/19/2023

  We are truly sorry for the issues our customer has experienced. A team member has reached out to discuss the charges with ****************. We appreciate her taking the time to speak with us and provide valuable feedback.