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:12/05/2023

  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.

  Charged for full months rent not stayed on rental agreement Charged for delivery and unloading although it was to be included which was started in agreement. Failed to get weight ticket upon drop. Promised one when the unit would be delivered at final destination. Failed to get weight ticket at final drop. Damaged furniture: sofa and book cases Missing items to include electronics games system and furniture covers

  

  Business Response

  Date: 12/07/2023

  We are deeply sorry for the issues our customer had with receiving her weight tickets and for the damages that occurred. A member of our **************************** was able to speak with ************** to provide the weight tickets and compensation for the issues. A claims form has also been provided, and our ***************** will begin that process once all forms have been received. We appreciate ******** taking the time to speak with us so we could learn more and work on a resolution.
  
  
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20961802
  
  I am rejecting this response because: weight tickets from another customer were provide not the ones fro me with my name on them. No refund was received. The only true part is that they sent me a damage claim form. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/13/2023

  We appreciate our customer reaching out with additional information and feedback.A team member has attempted to contact ************** to discuss the situation in further detail. We hope to speak with her again soon. 

• Initial Complaint

  Date:11/30/2023

  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.

  Contracted one 800 Pack Rat to move my personal belongings from ********** to *********. I put the insurance on the container to cover my belongings and the event there was damage to the container. There was damage to the container I prove this to Pack Rat and No numerous photos, my belongings are damaged due to what appears to be a drop of the container one 800 Pack Rat failed to log the issue. However they did call me and let me know that there would be a delay of me receiving my items for three days because there was some issue that they did not know what was , my Pack Rat container was delivered substantially and yet Pack Rat has denied my claim even though I had the insurance and theres clearly damage to the Pack Rat container and there was a delay in receiving my Pack Rat container due to some event that Pack Rat failed to report

  

  Business Response

  Date: 12/11/2023

  1-800-PACK-RAT apologizes for our customer's experience. The **************** department was contacted regarding ********************** complaint. The claims team confirmed a thorough investigation was completed. Based on the investigation results, there was not enough evidence to support any negligence on the part of our staff. There was only evidence to substantiate normal shifting and improper packing. For this reason, the company cannot accept liability for the damages incurred.  

• Initial Complaint

  Date:11/17/2023

  Type:Billing 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.

  I booked with Zippyshell despite being quoted lower prices by full move companies because that price was supposed to be door to door and I did not want any hidden additional fees. I spoke to the salesperson and told them everything I needed, there was no mention of these additional fees. The total for my move was ****+. The day of the move 10/30 the movers arrive without any moving equipment and telling me that there are all these additional fees. I called zippyshell right away because of my concern, they said they will rectify the situation later that I should receive a call. I never received a call back, but I called on 11/16 because I was charged an additional $375 for the moving company. Zippyshell agreed to give me a refund of all but $75. I do not find this fair. Movers were included in my original pricing at a rate of $399. The movers are not zippyshell employees but a third party they even said that they do not charge additional fees for the service and I should have booked directly with them. I did everything through zippyshell because it was supposed to make my life easier and it has done nothing but cause me more stress. I did not even mention how I OVER estimated on the online packing tool and all my stuff did not fit in the cage. Everything about ZippyShell is sneaky and misleading. I am also worried about the fees that I will incur on delivery now.

  

  Business Response

  Date: 11/21/2023

  We are deeply sorry for the miscommunications regarding the additional fees. We appreciate our customers patience while we looked into this and worked on a resolution. We can confirm that a team member has spoken with **************** to discuss the issues and to provide the appropriate compensation.

  Customer Answer

  Date: 11/22/2023

   
  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:11/15/2023

  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.

  I had initially ordered a moving container from Red Rover, for a local move, and the container was delivered to my former residence. Shortly after, I was informed that Red Rover had ceased operations in my area, and that the account was transferred to ***** Pack Rat. I called Pack Rat and scheduled the container pickup and move to my new home; they never show, they reschedule and again there is no communication whatsoever. When I call the service number, the agents are nice and say that they will reach out to the facility manager, who in turn (apparently) tells the agent a new date or time. There is ZERO communication, all the calls are from my phone and nobody phones me back. There is nothing in writing by email. It's just me speaking with phone customer service agents who are powerless to actually make the move happen. I have moved and do not have my belongings. I was promised November 9, that it could be all day long between 8 am and 10 PM. NOTHING HAPPENS. I called and then was promised November 13. Nothing again. THen November 14. Nothing. Then today, before noon. I called after noon and was told between **** and 2. Nothing again. I called at 2 and was told by the person I spoke with that she emailed the facility manager and will call me back. I am not sure she will. I did not select this company. I was forced to use them because Red Rover ceased local operations. I cannot understand how a business like ***** Pack Rat can stay operational when there is ZERO communication and ZERO follow through. Note also that I have had to tell my neighbors at my new home to be prepared to move their cars because the big truck is coming. I've also lined up help to unload the container, and had to cancel 3x already. I'm concerned that when they do deliver it, for me to empty it, it will be difficult to get the container taken away as the last step.I have never filed a complaint against a business but this is just unacceptable.

  

  Business Response

  Date: 11/17/2023

  We deeply apologize for the issues the customer experienced during the move and appreciate their taking the time to speak with a member of our Resolution Team to discuss the events that transpired. We encourage the customer to let us know if there is anything further that we can do to assist.   

  Customer Answer

  Date: 11/19/2023

   
  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.  I will continue to work directly with the Resolution team who is overseeing the final stages of my transaction, i.e. removing the container after it is completely unloaded, in a timely manner. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2023

  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 contacted **** Pack Rat to set up a move from ***, ** to **, **. I spoke with a sales person that was a stereotypical smooth-talking snake, and told me everything I wanted to hear; that it was no problem I didnt have an exact address yet, and it was no problem to set up the move. I was quoted and paid $3,900. I also paid for three months of storage at $331 per month for a total of $993. When I was ready to have the Unit delivered, I called. The wait time was in excess of 2 hours and the automated message advised to update my delivery via their online portal. I did so, but noticed that the zip code was for Ocean Beach not LA. I tried for multiple days to get through to an agent to see why it was saying so, and was never able to get an agent. Today, I got a text from a 619 number asking to contact them about my delivery. I called the ****#, and the rude CSR went back and forth until I got a supervisor that said that I would have to pay more to have my unit delivered LA. I disconnected & contacted the company via social media and email. Another supervisor called me back and said that what the previous supervisor quoted me was accurate and if I didnt pay the additional $1,500 or I would have to buy back my belongings. The first supervisor never quoted me ANYTHING, just told me it would cost more. I have been 100% consistent throughout the entire process that I was moving to LA, not OB, and the sales agent took it upon himself to not bother looking at a map to get a zip code for the correct city. To ask for an absurd amount of additional money while holding my belongings hostage (or threatening that I would have to buy back items I already own) is EXTORTION, and a classic BAIT AND SWITCH. This company clearly engages in fraudulent and deceptive sales practices; the CSRs are rude, combative, and disrespectful. I want my items delivered to the city I have always maintained I was moving to for the amounts they advertised without being charged thousands more.

  

  Business Response

  Date: 11/08/2023

  We sincerely apologize for the miscommunications and errors that occurred when our customer booked her long-distance move. We appreciate ****************** take the time to work with a member of our Resolution Team so we could learn more and reach an agreement regarding compensation. Thank you for the valuable feedback as we are always working to create a stronger customer experience.
  

  Customer Answer

  Date: 11/12/2023

   
  Complaint: 20813172
  
  I am rejecting this response because:
  

  Since the filing of my complaint, I have been subjected to the following:

  1. A member of their social media team contacted me in an attempt to have me take down the complaint. 
  

  2. A director of the call center contacted me. He started by saying instead of charging me the $1750 quote (please note that the second ***/manager noted my file that he gave me a $1300 quote, which wasnt true; he left the number in a garbled voicemail (picture previously provided); when I called him back the quote was up to $1,500) - I interrupted and asked why the quote had gone from $1,300 to $1,500 and now was $1,750 - to which he rudely said: well Im not going to charge that, I am going to only charge $870.  During the same call, he ADMITTED that they had reviewed my calls and that:

  1. I never said anything about Ocean Beach, ** (three hours from where I live), I (according to him) only said **********.

  2. On a subsequent call, I mentioned ************ but the *** you spoke to isnt a ********** guy and he wouldnt know that Ocean Beach isnt ***********.  The fact that the *** was too stupid to match the names and too lazy to do a very simple ****** search should not be the reason I should have to come out of pocket thousands of extra dollars.  I told the director that after consultation with my attorney, I was going to file charges with the *********** ***************** for theft and extortion, since they both refused to deliver my items and refused to tell me where they were (other than the city of Ocean Beach). I met with LAPD Officer ****** and he contacted the director to let him know that I would be pursuing criminal charges. 
  

  3. After Officer ****** call, ************ from Pack Rat contact me and said they would deliver my items, I just need to sign a form that looks like a legal document but is just a form that the system requires us to credit the account. The form was actually a tailored settlement agreement (not in anyway a form). Anxious to get my belongings, including furniture and a bed prior to undergoing surgery on 11/13, I agreed to sign the document to ensure delivery of my items. I made ************** aware of my surgery and how unnecessarily difficult this process was. Despite promises she would keep me updated, I was only made aware that my items would be delivered after sending several follow up emails. She never provided me with a time, despite me explaining that I lived in an urban area of LA where parking was extremely limited. 
  

  4. The mover called me at 7:30am on Saturday to say they were on their way. I explained that there wasnt any street parking. I met with the driver and he parked the unit in a spot that not only was unsafe and at an angle, but completely trapped another car (that was owned by an entirely different person). In addition, the driver said the Unit was safe because he put wood blocks under part of the unit that was resting at an angle. After he left, I noticed that entire left corner of the unit wasnt even making contact with the wood blocks - the entire unit was resting on a set of four small wood blocks on one corner. Attempting to enter and exit the pod resulted in the pod becoming structurally unsafe. I informed ************** of the situation, and she was utterly unconcerned and said the best she could do was to get the *** picked up on Monday. The owner of the other car has been literally left stranded without access to her vehicle for four days. 
  

  5. Packrat has since charged me yet another monthly storage fee. I have informed them if the charge is not refunded I will be disputing the charge through my credit card company. 
  

  I implore the BBB to do something about this ridiculously fraudulent and dangerous company, which victimizes its customers and is pathetically unprofessional, disorganized, and predatory.  This response will be supplemented with photographs of the correspondence between me and ******************* as well as photographs of the unsafe condition the pod was delivered in, as well as photos showing how the *** was left blocking another car without deference to an uninvolved third party. 

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

  

  Business Response

  Date: 11/14/2023

  Recently weve been in communication with ******************* (Complaint ID ********) in regards to her Long Distance Move. A few important details to be aware of are listed below:

   

  • On the initial sales call, she never mentioned she was moving to ***********, she only mentioned **********
  • The zip codes she discussed with the sales representative were the same zip codes she entered online prior to calling
  • The sales representative recapped the zip codes and provided a zip code disclaimer which is mandatory on every sales call
  • Our representative did advise that If it (zip code) is in the same area you are fine, but overall was very thorough with the confirmation of details and disclaimers
  • She did type in the email (on a later date) that she was looking for a place to live in LA, but did not provide an updated zip code and/or request that her transport be updated to reflect a new, updated zip code

   

  Our **************** Team has made numerous attempts to come to an amicable resolution with *******************, despite a lack of fault on our end. Our attempts include moving her items to her preferred location, free of additional charge (this task should have cost $2,000), doing so at an expedited rate (also free of additional charge), as well as fitting her in to immediately have her items delivered, causing our facility to run at maximum capacity to satisfy her demands and accommodate her. All of this was in an attempt to end her move on a positive note and help her out in an unfortunate circumstance, as we strive to provide the best experience possible for all customers. She never advised our driver that she was unhappy with his placement, despite her claims. Additionally, ******************* signed an agreement stating that all issues had been resolved as of last week. This agreement states that she would not pursue any further claims against 1-800-PACK-RAT LLC. At this point, we prefer that ******************* communicate directly with our legal team.

   

  We are more than happy to provide this response to *******************, however due to her recent behavior, we do not think she will let this go. We wanted to make you aware of this ongoing issue, as we would hate for this review to tarnish our reputation despite our best efforts.

   

• Initial Complaint

  Date:10/30/2023

  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 called them for the last time last week on this. They have been defrauding me since May. I scheduled an empty of my storage pod for the end of April. Their inept staff marked it in the computer as an access and continued to bill me. I noticed the additional billing and called them in May. At that time, for 4 subsequent calls after, I was told they didnt know why I was getting billed and said they would get back in touch with me. they continued to charge my card in June, July, August, September and tried again in October. My debit card had been hacked and replaced. If not for that they would still be charging me. the never bothered calling me back until my card quit working,. At that time, I finally got ugly enough with the customer service rep and she was able to tell me the access vs Empty story. I informed her that I would not be paying. And though their company shows no record of my calls, MY phone records show ALL of my calls and dates and times they were made over May-October. they OWE $1300 and I want It back.

  

  Business Response

  Date: 11/07/2023

  We sincerely apologize for any miscommunications that our customer experienced. A team member has reached out to ****************** to discuss the situation. We appreciate ***** taking the time to speak with us and provide valuable feedback for our team.
  

• Initial Complaint

  Date:10/26/2023

  Type:Order 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.

  Pack Rat picked up a fully packed 16 foot pod on October 12 in ********** to be delivered to Lancaster, ** on Oct 24th. Each day I get a call from them postponing the delivery, first from the 24th to the 25th, then the 26th for the evening, or Friday the 27th in the am. Now i just received a call that the delivery is for Sat am the 28th. I hired movers when taking a week off of work to come to Lancaster ** to receive the pod and get it unpacked the dates it was promised (the 24th) and I have to return to ********** the 30th. I asked where my belongings are. I was told the pod is still sitting in **********. I have asked if it is lost, in another state, broken into, dropped, and they cannot tell me at this point. The social media specialist is going to find out, but I dont believe anything they say because each time they promise a delivery, I get another phone call postponing the delivery date. What are they hiding?!? Where are my things? Where is a third of my home that I entrusted to them?!? I want answers!!! If my belongings have been damaged, lost or stolen, I want the full compensation for the value of my belongings which I paid the insurance for-*********-*********.

  

  Business Response

  Date: 10/31/2023

  We sincerely apologize for the unexpected delays and the hardship this caused our customer as she moved into her new home. A team member has reached out to ******************* to discuss the rescheduling and to process compensation for the delays. We can confirm the container has been delivered. 

• Initial Complaint

  Date:10/26/2023

  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.

  Date of transaction 10/3/23 is when I rented a truck and storage unit from Red Rover. On 10/5 I was told they were bought out by 1 800 Pack Rat.10/5 ****** Red Rover 10/20 ****** 1 800 Pack Rat (which was not authorized)Red Rover committed to storing my things for the month I paid them for. My dispute is I have not been allowed to get my items back or have access to them. I was told that my unit would be delivered on 10/24. I took the entire day off which made me lose another $192.00 and I was on the phone for over 6 hours that day going back and forth with both companies they said they couldn't find my things. I was hung up on by a supervisor. I am a single mom and everything I own is in the unit. I have 2 kids and they have been sleeping on the floor for over 2 weeks now. I was told on 10/25 that my unit might possibly be transferred to the location, and I could maybe get it on 10/31 that is almost a month I have not been given my things and my month ends 11/3 and if the container is not back by then I will get charged for pick up fee and storage fee. Which is more money that I do not have. Nothing has been resolved no one can give me a straight answer.Red Rover order number ***** Inv# ************* 1 800 Pack Rat They started my account on 10/12/23 unit ID ******

  

  Business Response

  Date: 10/26/2023

  We deeply apologize for the delays and the added stress this added to our customer's move. We appreciate **************** taking the time to speak with a member of our Resolution Team so we could work on a resolution. We can confirm that an earlier delivery date has been arranged.
  

• Initial Complaint

  Date:10/26/2023

  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.

  Called and got verbal quotes for pods. In talking to the lady on the phone she thought I only needed one pod not two. I asked charge for a second and they gave me a quote. I went with her advise and took the one pod, which was not big enough.I call back and they try and charge an extra $800 from the verbal quote I received.When I asked to speak to a supervisor was put on hold.multiple times for excess of 30 minutes wait.

  

  Business Response

  Date: 10/27/2023

  We apologize for the billing issues that occurred with the second container. A team member contacted ****************** to correct the charges. We appreciate the feedback as we are always working to improve our services. 

• Initial Complaint

  Date:10/24/2023

  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.

  I used Zippy Shell to help move my parents from *************** ******* to ****** ***********. The experience we received in ******* was absolutely disgusting. I will first start out by saying that after I signed my agreement with Zippy Shell, I no longer had access to it--it said "no longer valid", so I could not refer to it as a customer. When I received my final bill, I noticed that I had a $500 fuel subsidy, this charge was not mentioned when I created the agreement, but then again I couldn't revisit it if I wanted to. Next, I will say, and have photo evidence, that the movers selected loaded the Zippy Shell in an awful way, not optimizing space, causing my parents to purchase a second Zippy Shell and purchasing more storage in *******. They also came with no wrapping tools or tape, making my parents go purchase it which caused a delay in their packing. Our sum total investment in Zippy Shell and these movers was over $7000. When the Zippy Shells arrived in ***********, we had a lot of damaged items due to poor packing by the movers. I also have photos for this as well. We also had some missing items. Thankfully the moving company in ** were gracious, fast, communicative, and competent. When I contacted Zippy Shell customer service to make use of my ********************** insurance for the damaged items, I did not receive a response. I would like a refund for 100% of the cost of moving expenses from ******* College Hunks. They were rude, caused damages, and packed ineffectively making things fall out when opened.

  

  Business Response

  Date: 10/26/2023

  We apologize for our customer's recent experience. Our **************** Department was contacted regarding ********************** complaint. They were unable to locate an open claim. We can confirm that a claims form has been sent to the customer, and we will start the claims process once all forms and information has been submitted. Should the customer have any questions or concerns regarding this matter, we encourage them to contact the ***************** directly at ************** or *********************************