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

  12 Forge Pkwy Franklin, MA 02038

• 

  1-800 Pack Rat

  425 Timber Ridge Rd Middletown, CT 06457

• 

  1-800-PACK-RAT, LLC

  15 Rasons Ct Hauppauge, NY 11788

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:10/08/2023

  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.

  My transaction occur on October 06, **************************************************************************** as much I do not have the storage container in my possession and was told by a gentleman at ***** Pack Rack that there would not be a charge for October 2023. I am very upset that I have had this storage container for at least 10 years and feel like I have been scam out of a payment - I want my credit restore on my **** card thank you

  

  Business Response

  Date: 10/16/2023

  We are deeply sorry for the billing issues our customer experienced. We appreciate ************** taking the time to speak with a member of our ****************** so we could provide compensation for the issues. 

• Initial Complaint

  Date:10/04/2023

  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 Tuesday, October 3, 2023, I contacted Zippy Shell / 1-800-PACKRAT to schedule the final delivery of my pre-paid shipping container from a local storage facility to my new address.I was informed that the local storage facility had recently changed their delivery workdays, excluding Saturdays, which were previously available for deliveries.Per my original quote/contract, I had made arrangements for friends/family to assist with unloading the container on a Saturday, in line with the "self-unloading" agreement I initially agreed to.Due to the sudden unavailability of Saturdays, I am now unable to secure assistance for unloading during the workweek. Consequently, I must purchase labor assistance for an additional $450 (2 people for 3 hours), as contracted by Zippy Shell / 1-800-PACKRAT.I have requested a reduced labor rate, which was declined by Zippy Shell / 1-800-PACKRAT. Given the companys published rules and policies, I believe it is reasonable to request a discount given the elimination of two potential delivery days.For reference:Appointments, Scheduling and Permits: Container delivery/pick-up may be scheduled between 8 am and 7 pm daily with the exception of Federal holidays, and in some markets on Sundays. Furthermore, in some locations, there may be additional fees for delivery/labor on Saturdays or Sundays (where available). All appointments are scheduled based on appointment type and availability and are subject to change.Source: Rules, Policies and Fees Document, Zippy Shell / 1-800-PACKRAT.

  

  Business Response

  Date: 10/10/2023

  We apologize for the difficultly our customer encountered when attempting to schedule his final delivery date. A team member has spoken with ******************** to get his delivery date scheduled and to discuss compensation for the issues he experienced. We appreciate him taking the time to provide us with feedback while we worked to get this resolved.
  

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20693358
  
  I am rejecting this response because:

  Final delivery of my belongings still has not been confirmed. In addition, ZIPPY SHELL / 1800PACKRAT erroneously instructed me to secure a temporary parking permit for the container from my destination city. They also informed me this would trigger additional costs, which I was initially prepared to cover.

  When I attempted to apply for the temporary street permit, my request was promptly denied and I was informed by the city that the shipping company is responsible for securing appropriate permits for containers through the ********** of ****** Works.

  Furthermore, I was informed by the city that this company had indeed secured the appropriate permits in the past. They also informed me the shipping companys current proof of insurance had expired.

  I have requested confirmation from the shipping company once all required documents have been submitted to the city and the permits have been secured. Only then can delivery of my belongings be scheduled/confirmed.

  Given all the errors and confusion caused by ZIPPY SHELL / 1800PACKRAT every step of the way, I will be requesting a refund.

  A specific dollar amount was not ever discussed. On Fri, Oct 6, ZIPPY SHELL / 1800PACKRATs rep simply stated they would be the individual to handle such matters. I look forward to continuing that conversation once all my items have been safely delivered.

  Sincerely,

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

  

  Business Response

  Date: 10/12/2023

  We appreciate ******************** reaching out to provide additional information. We have spoken to discuss the delivery date and the necessary permits. We look forward to resolving this as soon as possible.
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20693358
  
  I am rejecting this response because:

  My items have still not been delivered. It is only after considerable intervention on my own part that ZIPPY SHELL / 1800PACKRAT has been able to move forward with delivery of my items. I am the one who has done the research, made phone calls, sent emails and alerted them to the steps they as a company need to take.

  ZIPPY SHELL / 1800PACKRATs most recent error was informing me that all permitting procedures had been fulfilled on their part and the city should have sent me links to download/print temporary signage to enable drop-off of my shipping container. After investigation with the city, its clear ZIPPY SHELL / 1800PACKRAT was provided with the appropriate links/final instructions for signage, but did not initially provide it to me.

  Only after the city provided it to me directly did ZIPPY SHELL / 1800PACKRAT finally provide the links, which at that point, I no longer needed. The company also informed me I would be responsible for all costs associated with printing and posting the signs. They also informed me I would be charged and additional $200 to cover the permitting process. Its my understanding they will not deliver my items without first charging me for the permitting process.

  To date, my records indicate that I have already paid ZIPPY SHELL / 1800PACKRAT $4,937.35 for this move. It seems unreasonable that the company would be unwilling to deliver my items without first receiving an additional $200 from me. Printing and posting the temporary signs cost me an additional $25, which I have already paid.

  While ZIPPY SHELL / 1800PACKRAT have attempted to quickly resolve this situation, they continue to mistakes at every turn. I can no longer accept mere apologies and will be promptly requesting a full refund (including all signage and permitting costs) once my items have been safely delivered.

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

• Initial Complaint

  Date:10/04/2023

  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.

  On 08/24/2023 I had a storage unit delivered. The deal was half off of the rental, which after fees, etc. came to $99 a month. Today they did an autopay from my account charging me $264.99. When I called to complain they asked for a copy of the invoice they emailed me, which they never did. Honestly, if they sent the email they would have a copy and not need to ask me for one. When I said this they emaiedl me a copy of some inhouse communication of theirs showing the rent at full price. On top of this they also charged me a $10 late fee because they didn't pull the autopay on time! I am a retired, disabled senior. I cannot play these games. They were told the reason for the rental was to be able to repair my home from damage sustained during hurricane *** last year. Trying to max out their bottom line using my situation is unconscionable. To try to pretend that they didn't offer the discount and I'm just trying to pull a fast one is even more unconscionable.

  

  Business Response

  Date: 10/05/2023

  ******, we are truly sorry for the miscommunications regarding billing. We appreciate **************** taking the time to speak with a team member so we could discuss the charges and provide compensation for the issues that occurred.
  
  
  

• Initial Complaint

  Date:10/03/2023

  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.

  1-800-PACK-RAT, LLC refused my claim on the damages they made to my furnitures.1. Damage to the door glass in the picture 2. The attorney's email giving the buyer $750 in credit due to the damage 3. additional receipts of the damaged dresser

  

  Business Response

  Date: 10/04/2023

  1-800-PACK-RAT sincerely apologizes for our customer's experience. The **************** Department has received the customer's complaint and claim information and will send the determination by 10/06/23. If the customer has any further questions or would like to speak with a team member regarding the claims process, we can be contacted at ************** or **********************************

• Initial Complaint

  Date:10/03/2023

  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.

  On 9/29/2023 I called 1800packrat to set up a delivery of my container from *******, ** (where it was stored) to my new residence in ********* **. My delivery was to begin on 10/2/2023 and be delivered by 10/13/2023. I paid the delivery fee of close to $4k. On several occasions on this call I asked and was assured about Oct storage rent and told I would not be charged. Towards the end of our call, I asked again and the Supervisor stated I would only be charged if the container came back un-emptied and that fee would be on 10/31/2023. I then verified that the container would be picked up at the ** residence on 10/16/2023.On 10/1/2023 I received a charge for $312.10. I called 1800packrat to inquire and was told it was for my October rent, when I explained i was told I would not be charged as my container was being delivered and won't be stored, I was told they had to "pull the call to verify i was told that before any refund could be made"Later that day I received a VM from Supervisor ***** she stated that I would be charged Oct rent on 10/31/2023 and what i was charged for was September rent, "the payment is valid and will remain" (message saved)45 minute wait to talk with someone, so I emailed a copy of my September payment that was charged on September 5th, I was a bit confused as per my agreement with 1800packrat, my 1st month payment (August 2023) was waived, so I asked if that was not honored or was September paid twice? **** then emailed me and explained that August was waived, September was paid till the end of the month, and the payment charged on 10/1/2023 is for October 1st - October 30th..."payment is valid and will remain" I have asked for a copy or transcript of the call she based her decision and a contact to appeal this decision. I have not heard anything back. To be honest, I know the context of the phone call as does **** and why I am hoping you will review and verify that a non authorized transaction occurred.

  

  Business Response

  Date: 10/11/2023

  We appreciate our customer taking the time to share her concerns regarding billing with us. After thorough review, our team has determined that the customer was correctly informed of all payments. We apologize for any confusion that has occurred.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20689174
  
  I am rejecting this response because: in the phone call with Supervisor *****, I was told I would NOT be charged for October,  in every recorded call there after with two other Supervisors, there was no dispute of that fact, just as there is no dispute that the payment charged on October 1st was for 10/1-10/31. 

  1800packrat needs to honor Supervisor *****'s decision since they graced her with the power to make those decisions regardless of any mistakes made on her part. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/17/2023

  ******, we deeply apologize for any confusion regarding your order. As it stands, the monthly rental charged on 10/1 is valid and unable to be refunded, as stated by our Resolution Team.  We apologize for any stress or inconvenience this causes and appreciate you taking the time to speak to our team in regard to this situation. 

• Initial Complaint

  Date:10/01/2023

  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.

  Unit was dropped off with no lock, like it said is was suppose to in the contract. So my unit was picked up on September 15th, I was told it would be to the destination by the 29th. I called Thursday because I hadnt received a text or email about it and they said its showing delivery and blew it off like it was nothing. Keep in mind two days before this they changed the price on me and said it was their systems fault lol. Now Im still waiting on my unit that they say that cant bring until the ************** lol 3 weeks to deliver 5 hours away. Their customer service is Terrible. Oh and to top off the disorganization, today September 30th, they tell me that it looks like I have 2 units being delivered. I only have 1 though lol. Its all so terrible from start to finish.

  

  Business Response

  Date: 10/02/2023

  We apologize for the container and delivery issues that occurred during our customer's move. It is always our goal to provide the best service possible,and we are deeply sorry for the added frustration that was caused by issues on our end. We appreciate **************** taking the time to speak with a team member to discuss his experience in greater depth. 

• Initial Complaint

  Date:10/01/2023

  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 **** packrat on 08.22.23 to schedule pod delivery to our new house on 09.20.23 and schedule pod removal removal 09.22.23. It was updated in my 1800packrat online account so all was good. On 09.20.23 I called 1800packrat again because I hadn't yet about when our pods were coming that day, before they had called the night before to confirm. The woman I spoke to said that I never scheduled my pod pickup which was untrue as I was looking online at the full completion of all scheduled portions while speaking with her. She had me waiting for a while and scheduled me to have one of the two pods removal pickup on the same day I had already had them both scheduled for (09.22.23) and the second one a day later (09.23.23). During the call, I had received four welcome to your new account emails from ********************** and my existing account details had disappeared after that call. I didnt think much of it until I saw that I was billed the following day another full month of pod storage for two pods.I waited til after the pod removal pickups and a few days later due to it being a pending charge on my credit card. When I called today, 09.29.23, I spoke with a lady who said that because I did not call and schedule my pod removal seven days before the next billing cycle they were allowed to bill me for an entire additional month times two. I told her that I dont have access to any details on my account anymore and since after that call with the woman on the 9.20.23. The lady said that she would have them pull the phone calls and that should clear it up. I asked her to listen in on the call on 08.22.23 and she became a little aggressive with me when I asked if that meant I was not going to receive a refund. She called back leaving a message that they could not find where I had that conversation on 8.22.23 and therefore the charges would remain. I suspect this is bad business practice, even teetering on fraud, bc I can no longer access my account to show proof.

  

  Business Response

  Date: 10/05/2023

  We appreciate ** taking the time to let us know about these issues. We are deeply sorry for the delays and the problems with billing that occurred. A team member has reached out to learn more and to work on a resolution. 

• Initial Complaint

  Date:09/28/2023

  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.

  On Sept 26, 2023 ********************* , a resident in my condo building, ordered a unit from you. You parked that unit in my , reserved parking spot without my permission. I have emailed your company and requested that you come and remove it from my private property and I haven't even gotten response. Remove this immediately

  

  Business Response

  Date: 09/28/2023

  We are deeply sorry for the mishap and the issues this caused *****. We can confirm that the container has been removed. We appreciate the feedback that was provided to us as we are always working to strengthen our services. 

  Customer Answer

  Date: 09/29/2023

   
  Better Business Bureau:
  Although, they were still on my property for three days without my permission , it was finally removed. 

  I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/28/2023

  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 hired Zippy Shell movers (not knowing they were **** Pack Rat) to move us on a cross country move from ********** to ******, **. We arranged for them to provide movers to load and unload our things in both states. This was all contracted through Zippy Shell movers, including insurance for the move. All supplies were provided for movers and or supplies were appropriately wrapped and packed, many still wrapped from a professional move the year before. When our items arrived in ******, *****, Zippy Shell called to say that they needed to move our items from the moving container into a truck because their truck containing the container broke down. I agreed, assuming that the move between trucks would be handled professionally and understanding that we had insurance. When our furniture and personal items arrived, many of them were damaged or completely destroyed. Almost every box had been loaded upside down, with fragile boxes upside down on bottom, and heavy items haphazardly stacked on top of them. Items such as our television and a bike were well wrapped and packed; however having beds and dressers stacked on top of them, completely crush and destroyed them. Collections of art and picture frames were also wrapped in professional moving blankets and wrapped with bubble wrap and tape; however, being stacked underneath heavy furniture, they were all destroyed. Much of the furniture was less than a year old. Although stacks of professional moving blankets were provided, when the furniture arrived in ******, there are photos showing all of the blankets in a pile in the back of the truck, and a great deal of the furniture damaged. The movers delivering the furniture in ****** made a point to tell ** that all of the furniture was ruined and junk. They blamed the previous movers. That said, I watched them throw boxes from the truck to the ground, fail to use a ramp when moving heavy items from truck to ground, dropping boxes in our house.

  

  Business Response

  Date: 10/05/2023

  1-800-PACK-RAT Zippy Shell apologizes for our customer's experience. The ***************** has been notified to the recent complaints. Please be advised that a thorough investigation was conducted by the corporate 1-800-PACK-RAT Zippy Shell claims department. However, our Executive Leadership Team has been in the process of re-evaluating the claim. Re-evaluating a claim does not ensure a different outcome. We would appreciate the opportunity to have more time to review the claim. When a claim is disputed, the Executive Leadership Team typically requests 10 to 14 business days to study to have time to thoroughly review. Should our customer have any questions, comments, or concerns, please call us at ************** or email *********************************.
  
  

• Initial Complaint

  Date:09/27/2023

  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 hired ZippyShell as the company for our long distance move and storage from Virginia to ************. Our moving day was July 24, 2023. The day started off badly, as the movers showed up in a U-Haul truck, instead of the truck with the storage container from ZippyShell. They then had to load the truck, drive to the storage warehouse, and unload it into the storage container. This happened twice, because they were not able to fit all of our things in the first truck. Once the container was moved from VA to **, we needed to access it at the warehouse to get a few boxes. What we saw when we got the storage warehouse was horrific. It looked as though the movers threw all of our furniture and belongings into the storage container. There was no proper stacking or anything. Cardboard boxes and plastic storage containers were broken open and items were falling out. Furniture was badly damaged. The manager at the warehouse in ** told us that we could schedule to come back to the facility and have the containers repacked and organized. We had three different storage containers. When we arrived to see all three containers, we found the same with all of them...VERY poorly packed and lots of damage. We are not getting any answers or help from the company. The only thing they have offered is a claims form for damaged items. We will fill out the claims form when we move into our new house and everything is out of storage. We need to assess all of the damage. Also, the movers who repacked the containers were able to fit everything into two containers instead of three. We do not feel that we should have to pay for the day of the move, when the movers did such a horrible job. It is also not okay that we have been paying monthly storage fees for three containers when everything now fits into two. I've never been so dissatisfied with a company. They even had the nerve to tell me that we had to pay for the repacking. This is such a mess and a disgrace!

  

  Business Response

  Date: 10/02/2023

  We are deeply sorry for the packing and container issues that occurred during our customer's move. Our team works hard to provide the best support and service,and we sincerely apologize that this was not Ms. ***************************** experience. A member of our Resolution Team has reached out to discuss the situation and to process some compensation. When the claims forms are completed and submitted, we will ensure the process starts immediately.